Desk Analyst Job Description
Desk analyst
provides support over the phone for basic Active Directory, printer, hardware, software, and basic network issues.
Desk Analyst Duties & Responsibilities
To write an effective desk analyst job description, begin by listing detailed duties, responsibilities and expectations. We have included desk analyst job description templates that you can modify and use.
Sample responsibilities for this position include:
Proactively identify and resolve issues related to loan pricing
Provide first line IT/Telecoms support to the Travelopia business
Assist in supporting and maintaining all Travelopia IT hardware and Telecoms
Assist in Installing and maintaining network cabling and associated hardware as necessary
Travelopia Software support, installation and configuration
Help or investigate how to help users with their normal day to day IT/Telecoms issues
Assist in the administration and maintenance of communications (both voice and data), email and blackberry services
Be first point of contact for all IT/telecoms related issues at all Travelopia sites, including overseas
Ensure all relevant information/paperwork relating to Travelopia IT is communicated effectively and accurately internally within IT support and externally to the business
To ensure service levels, team objectives and SLAs are met
Desk Analyst Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Desk Analyst
List any licenses or certifications required by the position: ITIL, MCP, HDI, TIA, SDI, MCSA, CRM, MOS, MSCE, AWS
Education for Desk Analyst
Typically a job would require a certain level of education.
Employers hiring for the desk analyst job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Technical, Education, Business, Associates, Computer, Information Technology, Information Systems, Communication, Finance
Skills for Desk Analyst
Desired skills for desk analyst include:
Lotus Notes
Division
Increasing ability to resolve requests on first contact
Facility-specific products
Active Directory
Current corporate
Basic Network troubleshooting skill
IE
MSOffice 2000/2003
Win2K/XP environment
Desired experience for desk analyst includes:
Must be responsible, reliable, and disciplined
Provide a central point of contact for all NAP service users
Receive, take ownership, escalate and monitor fault reports and service requests throughout their lifecycle using the service management tool provided
Communicate in a professional manner on the telephone and face to face
Ensure the security of network, desktop, server and mobile devices
Work unsupervised to maintain the on-going demands of the service
Desk Analyst Examples
1
Desk Analyst Job Description
Job Description Example
Our innovative and growing company is hiring for a desk analyst. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for desk analyst
- Other responsibilities as assigned by Sr
- To contribute to overall achievements of required Service Level by maintaining agreed personal targets
- Diagnose and correct problems with computer hardware and software
- Troubleshoot Network Printers
- Replacement of peripheral devices
- Building images for workstations and deploying
- Documenting work in trouble ticket and project management software
- Communicating with the end user and team members
- Overtime required on an as needed basis
- May act as a team lead in the event of a service interruption or as an escalation point within the group
Qualifications for desk analyst
- Driven by the aim to provide users/clients with the best possible service
- Willing to learn new skills and cross train
- Customer oriented approach required to ensure the service provided is efficient
- Ability to work as part of a multifunctional global team
- 3 years' experience in diagnosing, repairing and installing computer systems and desktop support
- Knowledge of networking fundamentals and concepts required
2
Desk Analyst Job Description
Job Description Example
Our company is looking for a desk analyst. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for desk analyst
- More experienced specialists maybe required to conduct cross-training among peers and provide for knowledge transfer between group members, mentor new employees and provide new employee training on applications for which they are considered to be a subject matter expert within the group, act in the role of an escalation point for newer team members, and help build the group's knowledge base
- Performs password resets on this companies system applications including UNIX
- Performs basic to advance OS trouble-shooting
- Performs printer administration activities
- Coordinates interactions across all channels in "real time."
- All other duties as assigned within the scope and range of job responsibilities
- Identifying problems in the environment and driving them to resolution
- Log and track all incidents through resolution in Remedyforce
- 100% phone support! Proficiently manage the resolution of inbound technical calls
- Field, triage and resolve system issues for users located in airports across the country via phone and email
Qualifications for desk analyst
- MCP/MCTS in Vista or Windows 7 (Desired)
- Bachelor’s Degree in Computer Information Systems or Computer Science is preferred
- Strong ability to multi-task and work on tasks and projects while being interrupted by colleagues requesting support
- Background in Service Desk, Customer Service call centre or Service Management environments
- 6 months + of experience working in a technical helpdesk or call center in which issues were handled primarily by phone and performance was measured through metrics
- Must be able to type 40+ wpm and transcribe customer requests and issues during the phone conversation
3
Desk Analyst Job Description
Job Description Example
Our growing company is looking for a desk analyst. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for desk analyst
- Respond to incoming requests, via a variety of media, against thresholds in line with the contracted service levels
- Information at call receipt using agreed scripts and knowledge management information
- Provide problem diagnosis, using appropriate support tools and resolution for desktop problems
- Escalate any issues but try and ensure they are dealt with before problems occur
- Resolve and close cases to customer satisfaction or escalate to the appropriate ITS Management where further direction is required
- Responsible for ongoing performance against appropriate Service Level Agreements and ensuring that these are continually improved
- Ensure processes are documented and updated as necessary
- Demonstrate a positive attitude towards change by words and behaviours
- Ability to build relationships with resolving teams and service management teams
- Ability to work under pressure in a demanding environment
Qualifications for desk analyst
- State cell phone /tablet audit
- Updating Service now with changes in cell phone assignments
- Service desk / access management help
- Excellent customer service skills and the ability to build good relationships with a variety of people over the phone
- The drive to meet targets and work collaboratively to exceed individual and team performance targets
- Strong analytical thinker with a curious mind and a passion for the small detail
4
Desk Analyst Job Description
Job Description Example
Our company is hiring for a desk analyst. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for desk analyst
- Adhering to complex processes and procedures
- Ensuring Knowledge Base articles are regularly reviewed and updated
- Training and mentoring new starters and acting as an ongoing point of escalation
- Install, configure, maintain, and troubleshoot computer applications and ensure they are fully functional
- Respond to telephone and e-mail messages from users reporting computer related issues
- To provide a call-answering and logging function for the FSA
- To carry out a wide range of fixes for those FSA where there is the requirement to do so
- Acting as a single point of contact for all users
- Responsible for logging IT, E-mail, and telephony queries into Incident Management System (ServiceNow)
- To identify priority calls and highlight potential problems to make sure that we constantly achieve tight SLA's and KPI's
Qualifications for desk analyst
- An ITIL v3 foundation level qualification or similar
- Knowledge of our ITIL framework and ideally Service Now or a similar logging or workflow management system
- TSA clearance or transferrable DHS component clearance required to expedite onboarding
- A logical and structured approach in your thinking would be helpful, being able to carefully follow policy and procedure to methodically handle/resolve issues
- Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, any field preferabaly in IT
- Minimum 1 year relevant experience required
5
Desk Analyst Job Description
Job Description Example
Our company is growing rapidly and is hiring for a desk analyst. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for desk analyst
- Where necessary, manage calls through to resolution ensuring the customer and call system are updated and escalation procedures are complied with
- Provide business, pricing, and analytical support to Sales, assessing and making recommendations on commercial opportunities
- Evaluate pricing requests within a holistic company framework, proposing custom pricing structures, and developing scenario and sensitivity analysis in structuring deals as needed
- Evaluate exception requests based on policy and delegated guidelines
- Prepare weekly and monthly deals desk reports, ensuring reporting data integrity and on-time delivery
- Support with other assignments and ad hoc analysis as assigned
- Ensuring incoming incidents are logged accurately and that sufficient information is recorded in the relevant incident logging software
- Assist in ensuring SLAs and Key Performance Indicators (KPIs) are met
- Compliance those of the supported businesses
- Provide the highest levels of customer support and satisfaction in-line with the companies policy and procedures
Qualifications for desk analyst
- Ability to work effectively as a member of a team their own and uses own initiative
- Experience supporting clinical users, or in a clinical/hospital/nurse environment a strong plus
- Experience supporting full-time telecommuters, including Wi-Fi, aircards, and various
- Home/business networking configurations a plus
- Self-Directed/Self Motivated individual
- ServiceNow Ticketing Tool knowledge preferred