Help Desk Analyst Job Description
Help desk analyst
provides level support to end users for PC hardware and Network (Windows7/Windows XP environments) and Mainframe (UNIX/IBM) environments.
Help Desk Analyst Duties & Responsibilities
To write an effective help desk analyst job description, begin by listing detailed duties, responsibilities and expectations. We have included help desk analyst job description templates that you can modify and use.
Sample responsibilities for this position include:
Provide first level support via phone or by using remote support tools for all calls as needed
Collect and gather the necessary information in order to troubleshoot and resolve IT related issues
Provide first tier support for all supported applications and services
Provide necessary escalation to 2nd and 3rd level support to resolve issues
Maintain a current knowledge of applications including packaged software such as MS Office, Email Platform (MS Outlook-Exchange) custom applications
Continually monitor both the Email, Voicemail and Remote Service Desk Assist queues for the IT - Customer Service Desk
Proactively review open calls for outstanding issues and facilitate timely resolution of problem
Develop expertise in at least 2 areas of technology
Act as lead in these disciplines and provide support in those areas to level
Proactively work with 2nd tier groups for these disciplines to identify new problem, trends and work through resolutions
Help Desk Analyst Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Help Desk Analyst
List any licenses or certifications required by the position: ITIL, TIA, II, IAT, MCP, CE, MCITP, MCDST, MS, CRM
Education for Help Desk Analyst
Typically a job would require a certain level of education.
Employers hiring for the help desk analyst job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Technical, Computer Science, Education, Associates, Information Technology, Computer, Business, Communication, Information Systems, Technology
Skills for Help Desk Analyst
Desired skills for help desk analyst include:
SharePoint
Internet Explorer
Cisco SSL VPN
HP/IKON printers
LAN
Office 365
Repair of Intel based PC hardware
Secure ID
Windows XP
AppleTalk
Desired experience for help desk analyst includes:
Act in accordance with IT related policies and procedures
Proactively avoid recurring issues and minimize the impact of problems
Provide support for Events which includes All-Star, Finals and various other events
Initiate event bridges that result from an outage or critical events
4 YR college degree in relevant discipline, or 2 YR degree and 3 YRS of related experience in applicable field
Deliver standardized consistent process and working practices across the team
Help Desk Analyst Examples
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Help Desk Analyst Job Description
Job Description Example
Our company is growing rapidly and is looking for a help desk analyst. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for help desk analyst
- Undertake and participate in projects as and when required
- Handle Windows PC hardware (desktop/laptop), software support and smart phone/tablet support
- Provide technical support, deployment, configuration and installation of computers
- Perform hardware diagnostics and coordinate repairs
- Install and test computers, printers, copiers and other peripherals
- Help maintain and assist in operating all audio video equipment
- Open and close IT service requests, manage the classification, assignment, tracking and completion of requests
- Build / obtain (from other departments) training material to support employees
- Train and coach HD Associates & Technicians on problem resolution
- Ensure that Service and Business Level Agreements are appropriate and measure performance
Qualifications for help desk analyst
- Oversee patch management and licensing needs for users
- Performs problem analysis to resolve system or application issues
- Performs complex diagnosis of problems, providing solutions within area of responsibility, and/or through consulting with IT team members
- Coordinates implementation of fixes and enhancements
- Serves as initial point of contact for telephone and e-mail inquiries on the firm’s software applications, hardware, printers and remote technologies directed to the Information Technology department
- Communicate with those who have requested assistance, the involved IT support personnel, to maintain reasonable expectations as to anticipated events
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Help Desk Analyst Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of help 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 help desk analyst
- Audio visual requests
- Account creation and password resets
- Provide first tier technology service desk support to all users and locations
- Field incoming help requests from end users via both telephone and e-mail/ticket queue in a courteous and timely manner
- Troubleshooting problems with Windows and Mac workstations, applications, email, network, printers and peripheral equipment
- Clearly document customer issue history and issue resolution for call tracking, reporting, and knowledgebase creation using Salesforce
- Provision, install, configure, and maintain end-user desktops, laptops and Apple devices (iPhones, iPads, etc)
- Prioritize and escalate problems as required to the appropriate IT team members
- Collaborate with other IT team members as needed to determine and resolve issues
- Actively monitor ticket queue for timely completion of customer requests
Qualifications for help desk analyst
- Strong troubleshooting skills and adaptable learning skills relating to software and/or hardware issues (hard drives, power supplies, cables, switches, and connectivity issues)
- Experience working with IOS devices (iPhones and iPads)
- Adaptable learning and implementation of office applications and hardware in a solo or team environment
- These applications service over 10,000 global client users, hundreds of suppliers
- BA/BS degree from an accredited college/university in a technical, analytical, or financial field (MIS, CIS, Business, Finance, Accounting, Accounting Information Systems)
- Maintain a thorough, current understanding of DNS, Security, IP Routing, LANs and WANs
3
Help Desk Analyst Job Description
Job Description Example
Our innovative and growing company is looking for a help 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 help desk analyst
- Troubleshoot malfunctions of network hardware, telephones and telco vendors to resolve operational issues and restore services
- Support company-wide telecommunication issues involving call routing, local carrier issues and VoIP server issues
- Provides 1st level support for DWR Data Centers, Server Infrastructure, VMware, SAN storage, Backups, Network and any issues at HQ, Data Center and KYDC
- Capable of learning both technical and procedural components of the Gap Inc stores environment
- Complete requests such as new account(s), terminations
- May perform administrative support activities as needed
- Remotely troubleshoot, configure and address end user problems with workstations, servers and other related devices
- Take responsibility for thorough and complete documentation of issues
- Work through assigned tickets on a daily basis so that tickets are resolved in a timely manner
- Escalate/provide proactive feedback to mentors, leads, managers for process improvements or concerns around daily tasks/functions
Qualifications for help desk analyst
- Abstract thinking and the ability to work closely with others independently when required
- Ability to work independently and stay busy handling issues that need resolution without constant direction from manager
- Ability to work overtime as needed along with on-call weekend rotations
- Experience with Data Center Infrastructure environments
- 3-5 years corporate experience in a technical support position with a client facing role
- 5 years minimum experience with hands on System Administration (Physical and Virtual)
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Help Desk Analyst Job Description
Job Description Example
Our company is growing rapidly and is looking for a help 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 help desk analyst
- Contribute current technical information and best practices to the knowledge base
- Maintain a repository of known problems/issues and related resolution/’work around’
- Applies intermediate to expert knowledge of TechHelpConnect systems reporting capabilities and functionality
- Assists in training and mentoring of Tech I employees in all facets of TCC operational policy and procedures, in the resolution of technical issues
- Assist end users with software and hardware issues
- Install and troubleshoot end user workstations
- Perform diagnosis and resolution of complex issues
- Respond to incoming calls and emails
- Responsible for helpdesk requests
- Evaluate the type, complexity, and magnitude of inquiry and resolve or escalate as appropriate
Qualifications for help desk analyst
- Bachelor's degree in a related field and 6+ years’ experience in a broad range of assignments in technical tasks directly related to the proposed area of responsibility (experience may be substituted in lieu of degree)
- 12-hour rotating shifts
- Assist with the production support analysis and resolution of escalated Help Desk tickets
- Support the client’s application by assisting outside customers/agents who are accessing the system
- The selected candidate will be a member of the operations and maintenance support team
- Responsible for monitoring incoming issues unable to be resolved by front line Help Desk staff
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Help Desk Analyst Job Description
Job Description Example
Our growing company is looking to fill the role of help 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 help desk analyst
- Document each inquiry through its lifecycle and record all communication in tracking software (Track-It!)
- Generate daily and adhoc reports and monitor for trends
- Review and edit material for accuracy and usability
- Gather feedback from customers to enhance operations
- Participate in the completion of special projects that occur from time to time
- Assist with other assignments that may be required from members of CTR leadership
- Actively assist CTR leadership with cross training, knowledge transfer, disaster recovery, risk assessment and internal control review
- Maintain awareness of and compliance with all CTR operating policies and procedures
- Remain current with CTR policies and procedures, read CTR memos, updates, attend annual internal control, risk and fraud prevention trainings
- Immediately raise questionable actions, requests or potential errors or issues to the attention of your supervisor, manager or director
Qualifications for help desk analyst
- Have a good working knowledge of PC-based hardware and software in order to repair and maintain computers
- Diagnose the root cause and resolving isolated issues or, if required, escalating customer issues to development staff
- Work closely with business and technical teams to troubleshoot issues with a focus on determining root cause to prevent recurrence
- Refer issues to specialized business/policy staff, software developers and/or client implementation specialists
- Work closely with multiple groups to work through complex issues that include replicating, isolating and identifying a root cause while providing workarounds and testing, fixes, and patches
- Assist with setup of staging or test environments