Our Service Desk Analyst job description includes the responsibilities, duties, skills, education, qualifications, and experience.
About the Service Desk Analyst role
A Service Desk Analyst provides technical support to customers, troubleshoots computer systems, and resolves technical problems. They are responsible for responding to inquiries, providing customer service, and monitoring system performance. The analyst must possess excellent customer service, communication, and problem-solving skills.
Role Purpose
The purpose of a Service Desk Analyst is to provide support to internal and external customers, typically by responding to inquiries and solving technical problems. This role requires excellent customer service skills and a basic knowledge of computer systems and software. The Service Desk Analyst is often the first point of contact for customers, so they must be able to provide timely and accurate solutions to customer issues. Additionally, this role may involve troubleshooting network problems and maintaining computer systems, as well as providing training and support to customers on how to use specific software.
Service Desk Analyst Summary
The Service Desk Analyst is responsible for providing first-level technical support to internal and external customers. He/She will be the initial point of contact for customer inquiries and will be expected to assist customers in resolving technical issues. The Service Desk Analyst will also be responsible for logging, tracking and resolving customer requests, escalating more complex issues to the IT department and providing follow up to ensure resolution and customer satisfaction. The successful candidate will possess excellent customer service and communication skills, as well as have a working knowledge of basic IT systems, software and hardware.
Service Desk Analyst Duties
- Answer incoming inquiries from customers and provide assistance with technical and customer service issues
- Troubleshoot hardware and software issues
- Provide training and guidance on the use of software and hardware systems
- Complete requests for installation and maintenance of hardware and software
- Resolve customer complaints and escalate issues as needed
- Document customer interactions, inquiries and complaints
- Provide feedback on customer satisfaction
- Maintain up-to-date knowledge of company products and services
Service Desk Analyst Skills
- Excellent customer service skills
- Strong communication and interpersonal skills
- Experience with IT software and hardware
- Ability to troubleshoot technical problems
- Knowledge of office automation systems
Service Desk Analyst Requirements
- Ability to provide exceptional customer service
- Excellent problem solving skills
- Strong written and verbal communication skills
- Proficient in Microsoft Office Suite
Personal Traits
- Strong problem solving and customer service skills
- Excellent written and verbal communication abilities
- Organizational, multitasking, and time management skills
- Familiarity with IT systems and software
- Patience and the ability to stay calm under pressure