What is it like working as a Help Desk Analyst?
Help Desk Analyst in Pittsburgh:
Pros: I interact with people via several different media for a large portion of my day. There is great satisfaction in helping people resolve their problems. The work is challenging and interesting and I have not been bored a single day at work for at least two years.
Where I work, my experience is valued by application development teams and managers, and my input on the customer's perspective for existing and potential changes or new features is frequently sought out. I am also very active with user acceptance testing and I enjoy the challenge of finding the things our users are going to do with the application that may cause errors that someone else writing a test case wouldn't even think of.
I feel like what I do makes a difference and am appreciated by my department and by our customers and stakeholders.
Cons: Because you deal with people, you also deal with their personalities, and people are not always at their best when facing a problem. You have to not take things personally.
When there is a major incident or failure, you are on the front lines and the first point of contact for most people. It can get a little crazy some days. While it is important in a position dealing with customers to be an empathetic person and sensitive to people's need, being organized and maintaining your composure is also critical or you will find yourself wanting to run from the building screaming some days.
As your skills and position grow, you will sometimes need to tell customers you cannot provide what they are asking for or find ways to diplomatically explain limitations. If you're good at this, you'll love this work; but I have found that communications skills are even more important than technical ability in this field.
This work is not for everyone.
Help Desk Analyst in Cleveland:
Pros: I am constantly coming accross new situations and learning from them.
Cons: There are some tedious aspects to what I do.