Service Desk Analyst
A service desk analyst provides technical support within an organization, assisting in resolving IT issues, monitoring systems, and maintaining computer networks.
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Sample Job Descriptions for Service Desk Analyst
Below are the some sample job descriptions for the different experience levels, where you can find the summary of the role, required skills, qualifications, and responsibilities.
Junior (0-2 years of experience)
Summary of the Role
The Service Desk Analyst is a front-line IT professional responsible for providing end-user support and troubleshooting a range of technical issues. As a Junior Service Desk Analyst, you will be an important member of the IT team, delivering high-quality service and support to employees within an organization. Your role will be crucial in ensuring that IT systems function smoothly and any disruptions are resolved efficiently.
Required Skills
- Familiarity with help desk software (e.g., Zendesk, Freshdesk) and remote desktop applications.
- Proficiency in Windows/Mac OS environments.
- Basic understanding of network troubleshooting.
- Ability to multitask and prioritize.
- Keen attention to detail.
- Teamwork and collaboration abilities.
Qualifications
- Associate's degree in Computer Science, Information Technology, or related field, or equivalent experience.
- Knowledge of computer systems, mobile devices, and other tech products.
- Ability to diagnose and resolve basic technical issues.
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical skills.
- Customer-oriented and patient in handling inquiries and complaints.
Responsibilities
- Respond to user service requests and incident reports via phone, email, or a ticketing system.
- Provide technical assistance and support for incoming queries related to computer systems, software, and hardware.
- Troubleshoot technical issues, document solutions, and contribute to a knowledge base.
- Handle password resets and user account management.
- Escalate complex issues to senior IT staff.
- Track issues through to resolution, ensuring complete customer satisfaction.
- Assist with the onboarding of new users, including setting up hardware and installing software.
- Perform remote troubleshooting and provide clear instructions.
- Maintain daily performance of computer systems and respond to system messages.
- Support the continuous improvement of the IT support process.
Intermediate (2-5 years of experience)
Summary of the Role
The Service Desk Analyst is responsible for providing technical support to users, ensuring the smooth operation of our IT Help Desk operations. They serve as the first point of contact for employees seeking technical assistance over the phone or email and perform remote troubleshooting through diagnostic techniques and pertinent questions. This role involves tracking and managing incident resolution within agreed time frames and escalating unresolved issues to the next level of support personnel.
Required Skills
- Strong troubleshooting and critical thinking skills.
- Familiarity with help desk software and tools.
- Excellent communication and interpersonal skills.
- Understanding of IT principles and an ability to communicate technical concepts effectively to a varied audience.
- Ability to prioritize and manage several open issues at one time.
- Patience and understanding when dealing with difficult customers.
Qualifications
- Proven experience as a help desk technician or other customer support role.
- Tech savvy with working knowledge of office automation products, databases and remote control.
- Good understanding of computer systems, mobile devices and other tech products.
- Ability to diagnose and resolve basic technical issues.
- Proficiency in English and excellent communication skills.
- Customer-oriented and cool-tempered.
Responsibilities
- Serve as the first point of contact for customers seeking technical assistance over the phone or email.
- Perform remote troubleshooting through diagnostic techniques and ask relevant questions.
- Determine the best solution based on the issue and details provided by customers.
- Walk the customer through the problem-solving process, providing clear instructions.
- Record events and problems and their resolution in logs.
- Follow-up and update customer status and information.
- Pass on any feedback or suggestions by customers to the appropriate internal team.
- Identify and suggest possible improvements on procedures.
Senior (5+ years of experience)
Summary of the Role
Senior Service Desk Analysts are responsible for providing high-level technical support and ensuring the smooth operation of IT services within an organization. Qualified candidates should have extensive experience with IT support, a deep understanding of various IT systems and infrastructure, and the ability to lead a team of service desk staff.
Required Skills
- Strong leadership and team management skills.
- Excellent problem-solving and analytical skills.
- Exceptional communication and interpersonal abilities.
- Highly organized with strong attention to detail.
- Ability to work under pressure in a fast-paced environment.
- Proficient in ITSM tools and platforms.
Qualifications
- Bachelor's degree in Computer Science, Information Technology, or related field.
- Minimum of five years of experience in an IT support/service desk role.
- Proven track record of managing a service desk team.
- ITIL certification or equivalent experience with IT service management best practices.
- Experience with service desk software and IT management systems.
- Demonstrated ability to troubleshoot complex technical issues.
Responsibilities
- Oversee and manage the day-to-day activities of the service desk team.
- Serve as the primary point of contact for complex or high-impact IT issues.
- Develop and maintain service desk policies, procedures, and documentation to ensure consistent service delivery.
- Analyze service desk activity and make recommendations for increased organizational efficiency and effectiveness.
- Coordinate with IT departments and stakeholders to resolve issues and implement IT infrastructure improvements.
- Provide training and mentorship to junior service desk staff.
- Monitor service desk performance metrics and set improvement goals accordingly.
- Ensure the IT service catalog is up-to-date and accurate.
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