Our Help Desk Analyst job description includes the responsibilities, duties, skills, education, qualifications, and experience.
About the Help Desk Analyst role
Help desk analysts provide technical assistance to computer users by answering their questions and resolving their computer-related issues. They troubleshoot hardware and software issues, offer advice on the use of computer systems, and provide assistance with computer set-up and maintenance. They may also be responsible for logging customer calls, tracking customer issues, and maintaining customer satisfaction.
Role Purpose
The purpose of a Help Desk Analyst is to provide technical assistance to customers who are experiencing issues with their computer systems, software, or other technology-related products. The analyst is responsible for troubleshooting and resolving customer inquiries in a timely and accurate manner. They may also provide general customer service, including answering inquiries about products and services, troubleshooting hardware and software problems, and providing guidance on how to use various types of technology. Additionally, Help Desk Analysts may also provide technical advice on system upgrades, new hardware and software installation, and other specialized areas.
Help Desk Analyst Summary
The Help Desk Analyst is responsible for providing technical assistance and support related to computer systems, software, and hardware. The analyst will respond to queries, diagnose problems, and provide solutions. They will also install, configure, and upgrade computer systems and software, as well as troubleshoot network and system issues. The analyst will also provide end user training and support, as well as use knowledgebase tools to document and track customer inquiries. The ideal candidate will possess excellent customer service and problem-solving skills, as well as strong technical knowledge.
Help Desk Analyst Duties
- Provide technical support and troubleshooting assistance to users
- Answer user inquiries regarding computer software and hardware operation
- Install and configure computer systems, printers, and other peripherals
- Conduct system tests and diagnose and resolve technical issues
- Create user accounts, assign permissions and passwords, and manage user access
- Update and maintain documentation of technical solutions
- Monitor system performance and provide necessary maintenance
- Collaborate with other IT departments to identify and resolve problems
Help Desk Analyst Skills
- Strong problem solving skills
- Excellent customer service skills
- Ability to communicate effectively
- Proficiency in computer usage and software applications
- Knowledge of network and database concepts
Help Desk Analyst Requirements
- Provide first-and-second level support for incoming queries and issues related to computer systems, software, and hardware
- Resolve technical issues either over the phone, through remote access, or in person
- Keep detailed records of customer interactions and complaints
- Stay up-to-date with system information, changes, and updates
Personal Traits
- Excellent communication and customer service skills
- Strong problem-solving abilities
- Proficiency in computer hardware and software
- Ability to work in a team environment