A help desk analyst (computer) provides technical support on computers. He or she offers assistance either to the employees of a company who need to use them for work or, in the case of hardware or software companies, for customers who have made purchases from the company. The help desk analyst listens to the difficulties an employee or customer is having and works to attempt to solve the problems.
Depending on the employer and specific position, an analyst may need a bachelor's degree in computer science or a related field, although many individuals are able to find employment with associate’s degrees. Various help desk work may also require an analyst to possess certifications for dealing with different systems. For help desk analysts working in an internal IT department, knowledge of specialized proprietary software systems may also be required.
Normally, in the course of the day, the help desk analyst handles calls coming into the help desk and attempts to work to solutions. They may also work on larger problems, such as frequently reported problems, to find a permanent solution that improve efficiency. In some cases, they may use their computer expertise to assist in hardware and software installations if they’re part of a company’s internal information technology (IT) department.
In the course of assisting users with problems, the help desk analyst normally follows some scripted steps as designed by supervisory personnel in the IT department. This ensures better accuracy in diagnosing problems, as well as maintaining consistency in solutions offered across the department. Because of potential frustrations of users encountering problems, analysts must be patient and understanding of persons who may not possess much computer knowledge.
Help desk analysts may work regular business hours, but certain companies and situations require either late night or even round-the-clock technical support professionals. Thus, and especially at entry level, analysts may find themselves working a variety of shifts as needed by their employer.
Help Desk Analyst (Computer) Tasks
- Troubleshoot all information technology issues, including software, hardware, and networking.
- Install and update desktops, laptops, PDAs, peripherals, networks, and related software.