What does a Service Desk Analyst do?
Published 3 min read
A service desk analyst provides support to customers who are using a company's products or services. They answer questions and resolve problems related to the use of the product or service.
Service Desk Analyst job duties include:
- Respond to service desk tickets in a timely and professional manner
- Diagnose and resolve technical issues
- Research questions using available information resources
- Identify and escalate priority issues per established guidelines
- Monitor service desk for tickets assigned to the queue and process first-in first-out based on priority
- Update ticket status and information regularly
- Route problems to internal 2nd and 3rd level IT support staff
- Follow up with end users to ensure issue has been resolved
- Generate reports on ticket volume and trends
Service Desk Analyst Job Requirements
Service Desk Analysts are responsible for providing first-level support to customers who are experiencing problems with their computer systems. They must have a strong knowledge of computer hardware and software, as well as customer service skills. A bachelor's degree in computer science or a related field is typically required, and some employers may require certification from the Help Desk Institute or other organizations. Previous experience working in a help desk or customer service environment is also helpful.
Service Desk Analyst Skills
- Communication
- Listening
- Patience
- Problem-solving
- Organizational
- Time management
- Research
- Analytical
- Customer service
- Technical
- Interpersonal
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How to become a Service Desk Analyst
In order to become a Service Desk Analyst, there are a few things that you will need to do. First, you will need to have a strong understanding of customer service. This means that you will need to be able to effectively communicate with customers, and understand their needs. You will also need to have strong problem-solving skills, as you will be responsible for resolving customer issues. Additionally, it is important that you have a good understanding of computer systems and networks, as you will be working with these on a daily basis. Finally, it is also beneficial to have some experience working in a help desk or technical support role.
If you possess all of the above qualities, then you are well on your way to becoming a Service Desk Analyst. To get started in this career, it is often helpful to obtain a degree in computer science or a related field. However, if you do not have a formal education in this area, many employers will still consider your candidacy if you can demonstrate the necessary skills and knowledge. Once you have obtained a position as a Service Desk Analyst, it is important to always be learning and keeping up-to-date with new technologies and trends in the industry, as this will help you better serve your customers and resolve their issues.
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