What Does A Help Desk Analyst Do

Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution. No matter your title, if you’re working in a service desk or help desk environment, you’re serving as the first, perhaps only, point of contact between an end user and your company. Usually, Service Desk Analysts work closely with an organization’s IT department to provide assistance relating to work that may be outside the scope of their expertise. Service Desk Analysts provide support relating to common incidents, and they serve as a single point of contact for any system-related issue. Customer support executives must always ask customers what is it that they need help with, what they can do to help, and what the customers want from them.

help desk engineer vs analyst

This position will be responsible to ensure that the Tier 1 vendor is providing timely resolution to tickets. Working knowledge in major desktop operating systems and in major network operating systems.

As a result, they end up spending more than 3 years in a helpdesk environment without getting the experience and skills that lead to the best paying IT jobs. After you understand the big picture of IT, the next immediate thing to work on is your relationships. Having a good network of friends and colleagues can help in many ways. You can have access to very knowledgeable people who can advise you, increase your chances of landing a higher-paying position, and confidently ask for help anytime you need it. I also know someone who went from being totally broke to becoming a senior network engineer with a 6-figure salary within 24 months. That guy went on to become a systems engineer for some of the top tech giants of the world.

What Is The Difference Between A Help Desk And Technical Support?

There are several requirements to be qualified for this position, which include having relevant customer service experience, problem-solving and analytical skills, and the ability to prioritize vital tasks. A help desk analyst is an IT user support professional who helps users resolve issues with computer hardware or software. Often working remotely, they will respond to user inquiries about hardware or software issues, assess the situation and help resolve the issue. Many times, help desk analysts will use screen sharing software or remote access software to work through the user’s problem in real time.

Advanced knowledge of hardware and software components, local to the desktop/POS and as they relate to the network. Maintained communication with customer & technical team through Remedy to record & track issues for training gaps.

Help Desk Analyst Experiences

While help desks focus on only the immediate problem, the goal of a service desk is to resolve big-picture issues and help improve overall IT functions. Of course, the service desk role is technical in nature, but it is obvious that softer skills play an increasingly important role in achieving excellence. Communication, business context, emotional intelligence and marketing are just a few of the capabilities that any person working in this role needs to be continually trained on. According to the Bureau of Labor Statistics, the number of help desk analyst jobs is likely to increase by 10% until 2028, indicating a positive outlook for this position. The Service Desk Analyst is accountable for gathering information through a client conversation, log on to support tools, and additional support staff if needed. Issues outside the scope of their capability or responsibility are fixed by engaging in routine other service resources from other facilities, unit, organizational groups, or the businesses service desk.

help desk engineer vs analyst

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. The primary role of help desk specialists is to maintain relationships between the company and its customers. Their duties and responsibilities include responding to guests’ queries, providing technical computer support, and maintaining computer systems’ performance. Help desk specialists are also responsible for following up with customers to resolve issues and train computer users.

Service Desk Analyst Interview Questions

We are currently searching for a qualified Service Desk Analyst for a successful business transformation company, providing organizations 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.

All current and newly hired employees are required to follow onsite safety measures based upon the COVID-19 Community Level at the specific work location. Such awareness means understanding the needs of their customers so they can get their problems solved as quickly as possible. Not only technically and in customer handling, but my overall personality has improved. I have learnt to shout, fight, argue, manipulate and get my work done.

Post This It Help Desk Technician Job Description Job Ad To 18+ Free Job Boards With One Submission

Operates as the initial point of contact for customers via telephone, email or live chat to provide technical support of hardware, systems, sub-systems and/or applications. Help desk analysts are on the frontline of providing remote support. If you want to join one of the fastest growing remote industries, this 100% online course will train you for a career as a help help desk engineer desk analyst. Both solutions handle communications with the users and manage incidents and service requests. The main difference between a help desk and a service desk has to do with the scope of service provided. For people with strong communication and problem-solving skills, an entry-level help desk position can also be a great way to build a technology career.

Responsible for providing technical support for resolution or escalation of desktop/POS/workgroup related problems or requests initiated by customers. Provided phone & remote support for over 60,000 users worldwide, not only meet daily but exceed the goals of expected interactions. Exceeded customer satisfaction survey goal by constantly achieving average rating of 97%. Worked well independently, or in a group setting providing all facets of computer help desk support such as troubleshooting, installations, and maintenance.

Level 2

Responsible for answering telephone calls in a polite and timely manner while achieving agreed call wait levels. To ensure all calls are logged accurately and categorized correctly with all relevant information being recorded. Help Desk Interview – Check out this YouTube video offering an interview with a Comast help desk analyst; kind of a «day in the life of a help desk analyst» to help you understand what this profession entails.

  • In the U.S., the average salary for a service desk role as of February 2020 is $52,488 per year, based on self-reported data.
  • The two main takeaways that I hope every entry level person reading this post walks away with are have a plan build a network of people.
  • A first-class service desk analyst will be someone whose IT expertise results in enhanced end-user support and system performance.

Due to their day-to-day interactions with IT, people often misconstrue ITSM as basic IT support. On the contrary, ITSM teams oversee all kinds of workplace technology, ranging from laptops, to servers, to business-critical software applications. IT service management — often referred to as ITSM — is simply how IT teams manage the end-to-end delivery of IT services to customers.

Tools And Technologies

No TV for a week was better than another 20 minutes on the phone to make it no tv in 1 of 5 rooms until the tech could run a new cable to offending room . Read about the company on Glassdoor to see what employees are saying about working there. Yes I forgot to mention that this job is over the phone exclusively. Welcome to BleepingComputer, a free community where people like yourself come together to discuss and learn how to use their computers. As a guest, you can browse and view the various discussions in the forums, but can not create a new topic or reply to an existing one unless you are logged in. Other benefits of registering an account are subscribing to topics and forums, creating a blog, and having no ads shown anywhere on the site.

help desk engineer vs analyst

Discover the impact intelligent automation can have on creating and deploying innovative services. Provides leadership to deliver the service culture required to deliver required organizational outcomes. Assists with the specification, development, research and evaluation of services standards.

Q How Do I Run A Successful Help Desk?

Since it seems you can’t, then yes, any IT support job would be good until you find a more appropriate job. It does give you another angle in the IT industry, and that can be helpful. I figured that since I have a 2-year degree in software engineering, then maybe an IT support job would look good on my resume, and may be something that I’d do well at until I find a job in my field of education. Troubleshooting network and Citrix login and connectivity issues reported by users via HP Service Manager FootPrints Ticketing System and Avaya softphone. Upkeep technical knowledge in troubleshooting concepts and relevant technologies to ensure personnel are more efficient in the Help Desk’s support role.

Service Desk Analyst Duties & Responsibilities 6

This means that the top-earning Desktop Support Analysts make $26,000 more than the lowest-earning ones. Between the years 2018 and 2028, Desktop Support Analyst jobs are expected to undergo a growth rate described as «faster than average» at 10%, according to the Bureau of Labor Statistics. So if the thought «should I become a Desktop Support Analyst?» Has crossed your mind, maybe you should take the growth rate into account. In addition, the number of Desktop Support Analyst opportunities that are projected to become available by 2028 is 83,100. Customer-service skills involve listening skills that allow you to communicate efficiently and respectfully with a customer.

Service Desk Analyst Vs First Line Support Engineer

On average, the Information Technology/Support Technicians annual salary is $5,750 lower than what Desktop Support Analysts make on average every year. Those Desktop Support Analysts who do attend college, typically earn either Computer Science degrees or Computer Information Systems degrees. Less commonly earned degrees for Desktop Support Analysts include Business degrees or Information Technology degrees.

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