Service Desk Analyst Job Description

Job summary 1

This Service Desk Analyst position in our office is primarily a technical support role for internally elevated requests of a technical nature. You will be working with an integrated team of developers, product managers, QA analysts, and other Tier 3 engineers. The primary objective for this candidate will be to serve as third-tier technical support for our various applications and services, generate SQL scripts used to customize application behavior, and complete research-oriented requests from the various teams at Docutech. Additional responsibilities include supporting the Client Support staff in resolving customer issues and aiding in ensuring customer satisfaction in every step of problem resolution for all software products supported.

Duties & Responsibilities 1

special offer
Download PDF with all 10 Service Desk Analyst Job Descriptions
Join our webinar: How to improve your recruitment strategy with 100Hires

Requirements & Skills 1

Job summary 2

The Service Desk Analyst is responsible for providing first-line technical assistance to customers, relating to both company-supported and military specification computer applications and platforms. Response to queries runs diagnostic programs, isolates problems, and determines and implements solutions. Ensures that customers are satisfied with the response and that it meets their quality expectations.

Duties & Responsibilities 2

Requirements & Skills 2

Job summary 3

The Service Desk Analyst will play a key role in the delivery of high-quality technical support for the business and the customer, whilst delivering exceptional customer satisfaction and personalized service. This position requires a high percentage of incident resolution, problem-solving and technical skills using various diagnostic tools, and is a critical first line of support for our customers. In addition, interpersonal skills are required to guide customers through situations via phone, IM, or other communication channels. It may be necessary to escalate to network services, information security, desktop architecture, or other “next-level” teams. The role requires the ability to provide the highest levels of resolution, support, and customer satisfaction, in line with company policy and procedures.

Duties & Responsibilities 3

Requirements & Skills 3

Job summary 4

The Service Desk Analyst provides customer support, service, and technical support through analysis and problem resolution to enable installation, maintenance, education, implementation, and documentation of a variety of software and hardware technologies using remote communication tools or over-the-phone support models. This individual must be able to perform help desk activities in a high-volume and fast-paced environment.

Duties & Responsibilities 4

Requirements & Skills 4

Job summary 5

We are currently searching for a qualified Service Desk Analyst for a successful business transformation company, providing organizations with comprehensive IT solutions from network management to virtualization. Successful candidates must be team-oriented with an outstanding work ethic, excellent written abilities, and a solid communication foundation. The Service Desk Analyst will function as first-level support for our client’s end users, networks, and server issues. The candidate will troubleshoot software, hardware, and operating system issues while creating detailed documentation of issues.

Duties & Responsibilities 5

Requirements & Skills 5

Job summary 6

The Service Desk Analyst creates, monitors, and provides status updates for Tier III engineering incident tickets including client responses and time entries in the incident management system.

Duties & Responsibilities 6

Requirements & Skills 6

Job summary 7

The Technical Support Engineer position provides rotational support for our clinics with “Hands On” technical support and training.

Duties & Responsibilities 7

Requirements & Skills 7

Job summary 8

The Service Desk Analyst will provide customer service and technical support for the computing needs of the University and members of the community as an analyst for the Office of Information Technology’s service desk.

Duties & Responsibilities 8

Requirements & Skills 8

Job summary 9

The Customer Service Agent provides front-line support to end users by responding to telephone calls, emails, and electronic requests for technical support to problem Incidents and Service Requests. Documents, tracks, and monitors Incidents from the original call to the service desk through problem resolution to insure a timely resolution. Knows commonly-used Service Desk concepts, practices, and procedures and relies on instructions and pre-established guidelines to perform the functions of the job.

Duties & Responsibilities 9

Requirements & Skills 9

Job summary 10

Under direct supervision, the Service Desk Analyst provides customer-centric, first-contact support for all user requests and incidents, including software, hardware, telephony, and network issues. Responds to incidents through listening and discussions with users. Handles confidential data and highly regulated information. Typically can resolve less complex incidents immediately, while more complex incidents are escalated.

Duties & Responsibilities 10

Requirements & Skills 10

Frequently asked questions

What is the role of a service desk analyst?

A service desk analyst is responsible for providing technical support and assistance to end-users who require help with their software, hardware, or other technology-related issues. The primary role of a service desk analyst is to provide timely and accurate responses to customer inquiries, troubleshoot technical problems, and provide guidance and advice to end users.

Some of the typical duties of a service desk analyst include:

Answering phone calls, emails, and other communication channels from end-users seeking technical support.
Recording and tracking incidents, problems, and service requests in a ticketing system.
Diagnosing and resolving technical issues related to hardware, software, and network systems.
Providing end-users with step-by-step instructions on how to use software applications and other technology tools.
Escalating more complex technical issues to higher-level support staff when necessary.
Continually updating their knowledge of new technology tools and software applications to provide the most effective support possible.
In summary, the role of a service desk analyst is critical in ensuring that end-users receive timely and efficient support for their technology-related issues. Their expertise and knowledge play an essential role in ensuring that technology systems operate smoothly and that end-users can maximize their productivity and efficiency.

What are the skills required for a service desk analyst?

Service desk analysts require a combination of technical and interpersonal skills to be successful in their role. Some of the essential skills required for a service desk analyst include:

Technical knowledge: Service desk analysts should have a deep understanding of the technology systems, software applications, and hardware devices they support. They should be familiar with operating systems, network protocols, and troubleshooting techniques.

Communication skills: Service desk analysts need to communicate clearly and effectively with end-users to understand their technical issues, provide guidance, and ensure customer satisfaction. They should be able to explain complex technical concepts in simple terms and adapt their communication style to suit the needs of the end user.

Problem-solving skills: Service desk analysts need to be able to diagnose technical issues, develop solutions, and troubleshoot problems effectively. They should be able to think critically and analyze information to find the root cause of technical problems.

Time management skills: Service desk analysts need to be able to manage their time effectively to ensure that they can respond to customer inquiries in a timely and efficient manner. They should be able to prioritize their workload and manage multiple tasks simultaneously.

Customer service skills: Service desk analysts should be customer-focused and have a passion for delivering exceptional customer service. They should be empathetic, patient, and able to handle difficult customer interactions with professionalism and tact.

Attention to detail: Service desk analysts need to be detail-oriented and thorough when documenting technical issues, updating tickets, and communicating with end-users. They should be able to identify patterns in technical issues and document steps taken to resolve them.

In summary, service desk analysts require a combination of technical, communication, problem-solving, time management, customer service, and attention to detail skills to provide effective support to end-users.

We use cookies to offer you our service. By continuing to use this site, you consent to our use of cookies as described in our policy