What does a Help Desk Analyst do?
Published 3 min read
A Help Desk Analyst is responsible for providing technical support to computer users. They are responsible for answering questions and resolving problems related to computer hardware, software, and networking.
Help Desk Analyst job duties include:
- Providing first-line technical support for computer systems and applications
- Analysing and resolving complex technical problems
- Diagnosing hardware and software faults
- Configuring and installing computer systems and software
- Setting up user accounts and permissions
- Providing training and support to users
- Monitoring system performance and capacity
- Researching solutions to technical problems
- Liaising with third-party suppliers
Help Desk Analyst Job Requirements
Most help desk analyst positions require at least an associate's degree in computer science or a related field, although some jobs may only require a high school diploma or equivalent. Many employers also prefer candidates who have certification from companies such as CompTIA or Microsoft. Experience working in customer service or a technical support role is also helpful for landing a job as a help desk analyst.
Help Desk Analyst Skills
- Active listening
- Customer service
- Documentation
- Escalation
- Incident management
- ITIL
- Logging
- Monitoring
- Networking
- Patience
- Remote support
- Troubleshooting
Related: Top Help Desk Analyst Skills: Definition and Examples
How to become a Help Desk Analyst
A Help Desk Analyst is a professional who provides support to computer users. They are responsible for answering questions and resolving problems related to computer hardware, software, and networks. A Help Desk Analyst typically works in an office environment, but may also work remotely.
To become a Help Desk Analyst, you will need to have at least a basic understanding of computers and how they work. You should be able to troubleshoot common problems and have excellent customer service skills. It is also helpful to be familiar with a variety of software applications. A degree in computer science or a related field is not required, but may be beneficial.
If you are interested in becoming a Help Desk Analyst, there are a few things you can do to get started. First, consider taking some computer classes or getting training in customer service. You can also look for internships or entry-level positions at tech companies or help desks. Once you have gained some experience, you can start to look for jobs that are specifically for Help Desk Analysts.
Becoming a Help Desk Analyst can be a rewarding career choice. You will get to use your problem-solving skills to help people with their computer issues, and you can take pride in providing excellent customer service. With the right training and experience, you can build a successful career as a Help Desk Analyst.
Related: Help Desk Analyst Resume Example
Related: Help Desk Analyst Interview Questions (With Example Answers)