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Are you searching for a help desk analyst job description? Get to know about the duties, responsibilities, qualifications, and skills requirements of a help desk analyst. Feel free to use our help desk analyst job description template to produce your own help desk analyst job description. We also provide you with information about the salary you can earn as a help desk analyst.

 

Who is a Help Desk Analyst?

A help desk analyst is a tech expert entrusted with offering technical support to their company’s clients for any IT-related subject, such as problems with computer hardware, software, networks, and operating systems. For problems outside of their area of expertise, they either assist users directly or send them to other members of the IT department. Analysts on the help desk diagnose issues with computers and their connections. Additionally, these experts take proactive steps to guarantee that businesses have well-functioning IT infrastructures.

 

A help desk analyst is a customer support representative that assists clients with technical IT issues that they are unable to handle on their own. They offer customer service over the phone, by email, live chat, or through remotely managed screen sharing. Help desk analysts have different tiers of responsibility, and they move issues from one tier to the next depending on how difficult they are.

Good assistance desk analysts are hard to find. The primary need for holding the role is computer literacy. It seems that having a knack for small conversation is also a significant benefit. However, this kind of applies to every person, so having empathy and not acting smarter than you are also helpful.

 

One of the most well-liked and sought-after occupations in information technology is help desk analysis. Candidates who are new to the field of IT frequently begin in a help desk role, while more seasoned consultants develop it into a successful and fulfilling career. Because this is a broad technology function, the particular systems and daily tasks will vary depending on the organization and analyst’s level of experience, although there are some commonalities among all levels.

An organization typically turns to a help desk analyst or analysts first for technical support. The task of the help desk analyst is to either fix the issue or escalate it to someone who can when a computer freezes, a user is unable to log into an account, or the internet suddenly stops working.

The help desk analyst’s duties often involve working with clients or customers. When an internal employee or a client outside the company wants IT assistance, they contact the analyst. Soft qualities like empathy, patience, and communication are therefore essential for anyone in the position, especially those aspiring to leadership positions.

 

Help Desk Analyst Job Description

What is a help desk analyst job description? A help desk analyst job description is simply a list of duties and responsibilities of a help desk analyst in an organization. Below are the help desk analyst job description examples you can use to develop your resume or write a help desk analyst job description for your employee. Employers can also use it to sieve out job seekers when choosing candidates for interviews.

The duties and responsibilities of a help desk analyst include the following;

• Report on the functionality and performance of client systems after analysis.
• Inform clients of technical problems and remedies.
• Respond to customer inquiries by phone, walk-ins, or email and provide original fixes for users’ computer problems.
• Manage current understanding of important technology.
• Resolve or separate the requests for initial call services.
• Use other resources to solve issues.
• Inform the end-user of the status and duration of the service request.
• Determine issues and elevate the procedure to address issues with customer satisfaction.
• Resolve issues and guarantee consumer pleasure.
• Respond quickly and efficiently to help with inquiries.
• Answer user calls about IT-related difficulties.
• Determine occurrences and record them to effectively communicate problems.
• Use computers to solve problems and order routine work assignments.
• Run reports and create and update security badges.
• Give people technical support by responding to their inquiries regarding software programs or hardware devices including computers, printers, and fax machines.
• Make a to-do list or project for users or departments to do to boost productivity or address an issue.
• Install and set up new software on computers, smartphones, and other hardware using an operating system like Microsoft Windows or Linux.
• Give work orders to the specialists who will address equipment or current system issues.
• Investigate issues with current systems, goods, or procedures.
• Record situations so they can be followed up on and referred to later.
• Coordinate with suppliers or vendors on order status and shipping information.
• Assists, such as managers or other help desk personnel.
• Keep track of user accounts, computer settings, and other information needed for the help desk function.
• Provide first-level support over the phone or through the use of remote support technologies for all calls.
• Assemble the information required to troubleshoot and address IT-related problems.
• Give all supported applications and services first-tier support.
• Keep up-to-date with applications, including packaged software like MS Office and the Email Platform (MS Outlook-Exchange) as well as custom apps.
• Gather and classify cases that need to be handled.
• Arrange meetings with stakeholders to service IT-related equipment, including staff, service providers, and others.
• Install required upgrades before the expiration or obsolescence of current software.
• Locate and put forth fresh IT-related suggestions that could boost workplace productivity.
• Send purchase requests and keep track of your spending.
• Examine the presented issues from a variety of perspectives to choose and execute the best solutions.
• Guide staff members through your initiatives to encourage computer knowledge and independence.
• Set up laptops and portable internet devices.
• Close service calls, accept and record service calls, and report on service calls.
• Respond to, assess, and prioritize requests for first-level IT help in person, over the phone, over chat, or by email.
• Determine and elevate circumstances that require immediate attention.
• Resolve technical issues with wide- and local-area networks.
• Ensure that all help desk interactions are monitored and documented, and track and route issues and requests.

 

Qualifications

• A degree in information systems or a closely related field.
• Experience as a help desk analyst that can be proven.
• Additionally, pertinent certification is quite beneficial.
• Methodical, exact, and emotionally astute.
• The capacity to teach workers fundamental troubleshooting methods.
• Eager to learn more about IT and its societal and corporate implications.
• Aware of the most recent developments in IT.
• Unmatched organizational, prioritization, and time management skills.

 

Essential Skills

• Systems for trouble tickets: Troubleshooting is the process of locating and fixing problems with computer systems. Help desk representatives investigate issues, locate solutions, and inform clients of those solutions through troubleshooting techniques. Help desk analysts need to be knowledgeable in troubleshooting because it requires using several software applications and hardware parts.
• Consumer Assistance: Help desk analysts should have strong customer service abilities so they can communicate with clients effectively. Customer service is a crucial ability for help desk analysts to possess because it involves giving information to clients and resolving their difficulties. To interact with consumers who might be angry or disappointed, customer service also needs empathy.
• Programming Languages: Software can be built using a set of rules called programming languages. They include the directions for how a computer should carry out a task, such as opening a file or sending an email. When developing scripts and programs to automate their workflows, help desk analysts frequently employ programming languages like Java and C++. By automating repetitive procedures, they can streamline processes and save time.
• Patience: Being patient is a quality that can make you a successful support desk analyst. It’s crucial to exercise patience when engaging with others because you might need to listen to clients’ inquiries and concerns for extended periods. In stressful job situations, patience can also help you maintain your composure, which will enable you to give your customers better service.
• Zen desk: Help desk analysts should have strong customer service abilities since they enable you to communicate with clients in a way that makes them feel appreciated and guarantees their demands are addressed. Customer service abilities include things like empathy, active listening, patience, and civility.
• Network security: A key component of IT assistance is network security, and as a help desk analyst, you can be in charge of ensuring the safety of the computer network at your organization. Understanding the various software tools available to identify intrusions or malware, as well as familiarity with typical vulnerabilities and how to prevent them, are prerequisites for this.
• Debugging: The act of debugging involves finding and fixing technical problems. Debugging abilities are used by help desk analysts to fix network problems, software bugs, and computer problems. These abilities are also put to use while testing new programs or systems to make sure they work properly.
• Technical Expertise: Technical skills are the aptitudes for using hardware and software, resolving problems, and putting knowledge of computer systems to use. Technical expertise is frequently required for help desk analysts to efficiently carry out their professional obligations. For instance, they might have to update or install new software. They also need to know how to resolve issues that can degrade a user’s experience with technology, such as viruses, malware, system crashes, and other problems.
• Communication: The ability to convey information in a manner that is understandable to others is referred to as communication. The ability to speak with customers over the phone, via email, and in person is a requirement for help desk analysts. For their team to effectively solve customer problems, they must also be able to communicate technical concepts to their colleagues.
• RDP(Remote Desktop Protocol): Users can connect to another computer remotely using a technique called remote desktop protocol (RDP). The ability to diagnose and resolve problems on distant computers, which can help their employers save time and money, is a crucial talent for help desk analysts. RDP additionally gives the analyst access to files on the distant computer, which speeds up the process of problem-solving.
• Observation of Details: The capacity to notice minute details and make necessary adjustments is known as attention to detail. You might have to go through a lot of data or information as a help desk analyst to determine what your customer requires. You can give accurate responses and solutions if you can pay great attention to each component. It also makes sure that you don’t miss any crucial particulars that can have an impact on how well a project or activity turns out.
• ITIL: A series of guidelines called ITIL can assist you in developing into a proficient support desk analyst. It contains guidelines and best practices for responding to client inquiries, which you as a support specialist may find helpful. To understand more about how businesses handle their technology, you might find it useful to pursue courses in IT service management.
• Solving issues: Having the capacity to recognize and address problems is problem-solving. When resolving customers’ technological issues, help desk analysts employ problem-solving techniques. They examine client complaints, elicit information to thoroughly comprehend the situation, and then offer solutions that deal with the underlying source of the issue.
• Phone support: Help desk analysts must be proficient with phone support because they speak with consumers on the phone frequently. They must have strong communication skills to listen to customers and reply to their questions. When answering calls from other staff members who might have inquiries regarding IT systems or procedures, help desk analysts also put their phone skills to use.
• Network Architecture: The capacity to plan and implement computer networks is known as network architecture. The ability to comprehend how an organization’s IT system functions can assist help desk analysts to troubleshoot problems more successfully. Additionally, it equips them with the information they require to create a reliable network that guarantees all of their devices are correctly connected.
• Troubleshooting: Problem-solving skills include the capacity to troubleshoot. When consumers phone the help desk with a computer or software-related problems, help desk analysts put their troubleshooting expertise to play. They might inquire more to learn the meaning behind the client’s remarks, which enables them to arrive at answers more rapidly.

 

How to Become a Help Desk Analyst

• Get your bachelor’s degree: Help desk analysts are not required to have degrees, however many organizations prefer to hire applicants who have degrees in IT-related fields like computer science or information systems.
• Obtain experience in your field: Working in an entry-level IT position after college, particularly as an entry-level help desk analyst, is one of the best methods to gain the knowledge and certifications necessary to become a help desk analyst.
• Take the certification exam: For practically every field of IT, there are numerous specialized IT certification courses available. Although it is not required, obtaining a certification may probably improve your chances of landing a position as a help desk analyst. Google IT support, Microsoft IT support, CompTIA A+, and HDI Customer Service Representative are some of the most well-known certifications.

 

Where to Work as a Help Desk Analyst

Help desk analysts operate in a range of locations, such as contact centers, technical support centers, and corporate help desks. While some help desk analysts could work evening or weekend shifts to cover shifts when computer users are more likely to face issues, the majority of them work full-time during regular business hours. Help desk analysts generally use computers, telephones, and other office supplies while working in well-lit, cozy offices or cubicles. They can be forced to type or enter data into computers for extensive periods while sitting down for long durations of time.

 

Help Desk Analyst Salary Scale

In the USA, the typical help desk analyst’s compensation is $24.37 per hour or $47,520 annually. Most experienced workers earn up to $65,002 per year, while entry-level occupations start at $38,009 annually.

In the UK, the typical help desk analyst’s salary is £25,000 per year or £12.82 per hour. Most experienced workers earn up to £35,000 per year, while entry-level roles start at £22,000.

In Canada, a help desk analyst makes $55,000 a year, or $28.21 an hour. Most experienced workers can earn up to $67,009 per year, while entry-level roles start at $47,600.

Australian help desk analysts typically earn $73,472 annually or $37.68 per hour. Most experienced workers can earn up to $87,697 per year, while entry-level roles start at $65,656.

Ireland’s national average help desk analyst wage is €47,500 per year or €24.36 per hour. Most experienced workers can earn up to €67,640 per year, while entry-level occupations start at €33,343 annually.

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