Helpdesk Analyst Job Description
Helpdesk analyst
provides tier 1 level user systems administration and hardware support of Windows based network systems as an IT Helpdesk Specialist.
Helpdesk Analyst Duties & Responsibilities
To write an effective helpdesk analyst job description, begin by listing detailed duties, responsibilities and expectations. We have included helpdesk analyst job description templates that you can modify and use.
Sample responsibilities for this position include:
Troubleshooting hardware and software issues including Microsoft Office 2010 products
Perform account administration (create/modify Active Directory accounts, Exchange accounts, and other user accounts)
Provide basic support of hardware, software, applications
Hands-on experience working with laptop and desktop hardware
Installing and configuring software applications (MS Office 2010, Acrobat)
Assisting in the hardware warranty repair process
Performing level-one support of networking software and protocols such as VPN, TCP/IP, DNS, DHCP, Exchange, and Active Directory
Provide remote troubleshooting support for any hardware, software or application issues
Assist in problems with work phones, dispatch queue, emails, triage, first level support, password resets, basic troubleshooting, user instructions
Provide resolutions to most first level calls
Helpdesk Analyst Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Helpdesk Analyst
List any licenses or certifications required by the position: ITIL, HDI, PMP, CISSP, SSCP, MCITP, MCP, SCA, MS, MCSA
Education for Helpdesk Analyst
Typically a job would require a certain level of education.
Employers hiring for the helpdesk analyst job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Technical, Education, Computer Science, Associates, Communication, Business, Information Technology, Networking, Management, Computer
Skills for Helpdesk Analyst
Desired skills for helpdesk analyst include:
Information systems and services to investigate and identify applications
Relevant product offerings and support policies in order to provide technically accurate solutions to customers
Resolution time
Systems and network problems
Active Directory
Hardware
Information systems products and services to assist users
Internet Explorer
Office 2010
Windows Server
Desired experience for helpdesk analyst includes:
Dispatch and prioritize tickets accordingly
Alert management when necessary for high visibility and critical issues
To provide telephone and email help desk support and handling first Line calls, issues with User Accounts, password reset and other calls requiring a quick resolution.It will be necessary to gather all pertinent information and record this in an accurate fashion
Provide technical assistance and support for incoming queries through emails, phones or in person
Travel to and from agencies locations when necessary
Take inventory and prepare new and/or old equipment
Helpdesk Analyst Examples
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Helpdesk Analyst Job Description
Job Description Example
Our company is searching for experienced candidates for the position of helpdesk 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 helpdesk analyst
- Serve as a functional subject matter expert (SME) for the Work Order Management (WOM) application
- Responds to incoming phone calls, emails or service management tool (HEAT) incidents from internal users related to the WOM application
- Identifies severity and impact and documents details in the Help Desk call tracking system
- Works in partnership with all IT teams to find solutions, and/or escalates issues to appropriate IT groups for resolution
- Communicates status and updates to end users in a timely and consistent manner
- Proactively identifies and recommends enhancements to the overall IT infrastructure
- Sets priorities for open issues and escalate issues to the correct department for resolution
- Follows through with closure of user issues
- Recreates problems locally for trouble-shooting and escalation purposes
- Creates and documents workarounds
Qualifications for helpdesk analyst
- Performs basic network connectivity troubleshooting
- Tracks and documents system problems and resolutions for future reference
- Identifies alternatives for optimizing support resources and procedures
- Proactively ensure sufficient copier supply levels
- Monitor Network Access Control system to identify devices at risk
- Participate on project teams for IT-related projects
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Helpdesk Analyst Job Description
Job Description Example
Our growing company is looking to fill the role of helpdesk analyst. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for helpdesk analyst
- Build knowledgebase of issues, workarounds and solutions
- Interface with Product Management and Application Engineers for issue escalation, resolution and documentation
- Respond to email messages/helpdesk tickets for customers seeking help
- Run diagnostic tools to resolve problems
- Collect metrics for key systems based on usage, outages and performance
- At least 3 years’ experience working in a medium to large organisation
- Supported Microsoft Office Products and Windows 7/Windows 8.1 OperatingSystems
- Obtained, or working towards MCSA or ITIL
- Resolving requests for technical support, prioritizing as necessary when specific priorities are not provided
- Efficiently troubleshooting issues and escalating as needed to the IT Manager
Qualifications for helpdesk analyst
- Experience supporting Microsoft operating systems for workstations
- Documenting, tracking and monitoring all problem/resolution activity to ensure a timely resolution and great communication
- Setting up, maintaining, and accounting for PC/Mac desktops and laptops
- Setting up, maintaining and accounting for HP and Ricoh printers and copiers
- Support/manage new computer setup including imaging
- Supporting interactive whiteboards and other classroom technology
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Helpdesk Analyst Job Description
Job Description Example
Our innovative and growing company is looking for a helpdesk 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 helpdesk analyst
- Assisting in training faculty and staff on systems and applications, as needed
- Supporting the implementation of student computers
- Performing level-one support of network appliances including servers, switches, backup systems, and wireless access points
- Basic network management (TCP/IP, Wireless, DNS, DHCP) including administration of various kinds of network devices
- Providing desktop support for computers and software through phone and direct contact with the clients at all levels
- Work directly with the customer, answering calls, solving problems and operating with known solutions
- Remote monitoring of device faults for various institutions throughout APAC
- Single point of contact for all customer related issues
- Liaise with customers to ensure that service levels are met
- Provide helpdesk support to branch staff and field recourses
Qualifications for helpdesk analyst
- Sending various commands to devices remotely
- Ensure that all customer SLA’s are met
- Receive and document device service requests and customer entitlements
- Utilise experience, support systems and tools to facilitate a customer solution
- Initiate dispatch requests to various field technicians
- Gather problem information and determine criticality
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Helpdesk Analyst Job Description
Job Description Example
Our company is growing rapidly and is hiring for a helpdesk 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 helpdesk analyst
- Assist in the administration of Active Directory and other operational duties (new office setup, network cabling)
- Help resolve production application and systems issues, and computer hardware technical issues
- Manage and update the inventory of computer hardware under the Helpdesk’s responsibility
- Remotely deliver a solution to solve a customer problem
- Communicate with customers through various means (oral, written, electronic) to deliver a solution
- Facilitate the locating and dis
- Ability to provide help desk support for standard software packages including Microsoft productivity suite, virus software, web browsers basic network support
- Responsible for taking inbound Help Desk calls and 1st call resolution of all incoming technical support calls
- Assist end users work through any 1st level questions or issues
- Perform troubleshooting for Windows Operating systems, locked accounts, password resets and network connectivity issues
Qualifications for helpdesk analyst
- Knowledge of basic computer systems and infrastructure, including workstations, monitors, notebooks/laptops, printers, smart phones and peripherals client server applications and basic computer networking
- Working knowledge of remote connection applications including Teamviewer and Microsoft Lync
- Candidate must possess a Bachelor’s Degree in IT, Engineering or Supply Chain related course
- Open to fresh graduate with the above degree
- Able to work in a monthly shifting schedule (morning shift, midshift, and night shift)
- Knowledgeable on Microsoft Office applications (MS Excel and Powerpoint)
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Helpdesk Analyst Job Description
Job Description Example
Our company is searching for experienced candidates for the position of helpdesk 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 helpdesk analyst
- Provide support for the Provision/Administer in a new virtual desktop infrastructure deployments
- Provide support in a virtual application packaging, remediation, and troubleshooting
- Work directly with customers in support of VDI in a Help Desk environment
- Follow established technical SOPs and knowledge articles during deployment and troubleshooting
- Responds quickly and positively to the needs, requests and demands of the customers and colleagues
- Focuses efforts on understanding and meeting internal/external customer needs
- Ensures all calls/Incidents are handled promptly, courteously and accurately
- Record details of each call and its resolution in AskIT per Helpdesk procedures
- Provide coherent and intelligent problem descriptions to enable the Incident to be referred to outside suppliers or other teams without further reference
- Provide a consistent level of professionalism in written and oral communication
Qualifications for helpdesk analyst
- Proficiency with multiple Operating systems (Vista, Windows 7, Windows 8, Server 2008 R2, and Mac)
- Proficient in all standard packaged software applications
- Ability to troubleshoot issues using multiple platforms (Phone Based, Click-to-Chat, Remote Support-RDP, and email)
- 1 year Customer Service/Help Desk Experience
- Excellent Communication/Servant Mentality
- Experience supporting PC peripherals (keyboards, printers, mouse)