Service Desk Analyst Job Description

Service Desk Analyst Job Description

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Service desk analyst provides 1st Line Support and resolve a high percentage of incoming IT Support requests upon the first contact including troubleshooting of IT related issues (software & hardware).

Service Desk Analyst Duties & Responsibilities

To write an effective service desk analyst job description, begin by listing detailed duties, responsibilities and expectations. We have included service desk analyst job description templates that you can modify and use.

Sample responsibilities for this position include:

Process customer calls and emails
Answer phone calls and log issues with an incident tracking system
Provide initial troubleshooting of application and hardware issues
Solve issues for moderately complex problems in all technical areas and will solve extremely complex problems in at least one technical area
Respond with an upbeat attitude to telephone calls, automated requests, email, and other requests for technical support
Log and track inquiries using Service-Now and maintain historical records and related problem documentation
Strong knowledge and background supporting Apple products and technologies, including iPod Touch, iPhone, and iPad devices
Properly identify, research and resolve technical problems for users by providing guidance regarding software and hardware problems
Prioritize user’s incidents and requests to ensure that inquiries are resolved appropriately, and applies the escalation process when necessary
Manage user’s expectations throughout the life-cycle of their request

Service Desk Analyst Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Service Desk Analyst

List any licenses or certifications required by the position: ITIL, HDI, MCP, MCSA, SDI, CCNA, MCTS, EPIC, CISSP, TIA

Education for Service Desk Analyst

Typically a job would require a certain level of education.

Employers hiring for the service 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, Computer, Associates, Information Technology, Education, Business, Engineering, Information Systems, Communication

Skills for Service Desk Analyst

Desired skills for service desk analyst include:

Lotus Notes
Division
Facility-specific products
Increasing ability to resolve requests on first contact
Current corporate
Basic Network troubleshooting skill
IE
MSOffice 2000/2003
Win2K/XP environment
Active Directory

Desired experience for service desk analyst includes:

Document all work and ensuring measures are in place to allow others to pick up support work where necessary
Work as part of the Technical Services Team to ensure that all desktop, server, network and telephony components are monitored and available to meet the target of 99.9% uptime
Ensuring the availability and stability of all corporate desktop, mobility and remote access services.This requires continued availability and regular routine maintenance
Windows and Apple desktop and application support
Virus Protection and updates
Keeping all documentation and diagrams up to date and accurate

Service Desk Analyst Examples

1

Service Desk Analyst Job Description

Job Description Example
Our company is looking for a service 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 service desk analyst
  • Follow up with users to ensure that their inquiries are resolved within the contracted or agreed upon time frame
  • Manage tape backup systems and daily, weekly and monthly tape rotations
  • React to high priority requests and support and interface with VIP/executive level personnel
  • Configure new user equipment and accounts
  • Provide off hours support on a rotation schedule for the company’s retail locations and Distribution Center
  • Provide IT Help Desk / Level 1 / Level 2 support to all local and remote CM offices via phone or email
  • Provide troubleshooting expertise in PC’s, laptops, printers, Blackberry, and their associated software
  • Analyse, investigate and resolve high level support issues from customers via incoming telephone calls, emails and support cases logged over the web
  • Maintain an up-to-date knowledge of the SIMS software range (in particular, SIMS .net and Partnership Exchange)
  • Develop and maintain an up-to-date knowledge of issues related to the implementation of SIMS software in schools, through internal training and external customer site visits, in order to achieve a consistently high standard of customer support
Qualifications for service desk analyst
  • Experience with PC/laptop hardware repairs or upgrades helpful
  • Familiarity with ITIL v3 foundation desirable
  • Strong amount of technical knowledge of Windows XP, Windows 7, Microsoft Office 2003/2007 products, Market Data Applications (ex
  • Proficiency in MS Operating Systems, Remote Mobile Technologies, MS Office suite, and Smart Devices running iOS and Android
  • Prior experience is not required but some Service Desk experience is a plus
  • Six (6) months experience in customer service with a passion for high customer satisfaction and achieving operational excellence
2

Service Desk Analyst Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of service 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 service desk analyst
  • Contribute towards the knowledge of colleagues on the Service Desk
  • Adhere to agreed Service Desk procedures and working practices
  • Consistently achieve high performance target
  • Ensure that all Service desk contacts and call data (by mail, phone, web portal or other) are correctly logged in our service management system based on ServiceNow, assigned and responded to within service levels required
  • Monitor the outstanding incident queue and ensure all are progressed in a timely manner, within Service Level Agreements (SLA)s
  • Respond to incoming requests made via a variety of channels (email, walk-in, phone, self-service), against thresholds in line with the contracted service levels
  • Log, categorise, diagnose and prioritise all level calls according to the agreed SLA
  • First Time Fix calls where appropriate, to customer satisfaction and against thresholds in line with the contracted service levels
  • Any other duties deemed required as part of the day to day role and to be able to work across department within the account when required
  • Arrange internal training session for the service desk when required
Qualifications for service desk analyst
  • Can work under pressure to deliver a high standard of service
  • Previous experience working in a service desk role
  • Experience of using a Service Management toolset
  • ITIL v3 Operational Support and Analysis
  • Some experience of Windows/Exchange/SCCM
  • Fluent in Spanish to support the Madrid office
3

Service Desk Analyst Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of service 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 service desk analyst
  • Escalate any issues when appropriate
  • Proactively manage your own call queue with correct call status and daily call updates
  • Actively improve and enhance internal process, procedure and work instruction on the service desk
  • Provide support and service to end users, seeking to resolve as many calls as possible at level 1
  • W10 rollout
  • Moving to O365
  • Provide support for mobile users who work at home, travel, or work from a remote office, using remote management tools
  • Identify and resolve hardware and software applications conflicts
  • Open and close incident and problem requests, manage the classification, assignment, tracking, and completion of tickets
  • Understand and adhere to Incident Management, Request Management and Knowledge Management policies
Qualifications for service desk analyst
  • Strong knowledge and experience of Windows 7 , Office 2010 especially, Outlook
  • Ability to troubleshoot basic hardware issues, peripherals that are not responding, running tests with built in diagnostic tools, check device manager for errors
  • 1+ years of related experience working with PCs, VIOP phone systems, network configurations, and mobile devices is required
  • Previous customer service experience in a service desk environment is preferred
  • IT literate particularly around products like Microsoft Windows and Office, intranets, desktop applications
  • This role will report to the Service Desk Team leader for day-to-day activities
4

Service Desk Analyst Job Description

Job Description Example
Our growing company is looking for a service desk analyst. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for service desk analyst
  • Escalate Severity 1, Severity Level 2 and problem tickets to the appropriate level group
  • Work with peers across the organization to ensure high quality solutions are defined, developed and deployed using consistent technologies and processes
  • Create content and evaluate effectiveness of the Knowledgebase content
  • Customer-service oriented and proactive in anticipating and resolving problems
  • This role provides a Single Point of Contact (SPOC) for the client and coordinates across IT and approval business groups to complete a request or resolve a reported incident
  • Proper client management and escalation of issues to IT management or to senior technicians is a key success factor for this position
  • The main objective of the Service Desk Associate is to leverage the IT team to ensure that customer satisfaction is maintained, services levels are achieved, and quality is not compromised
  • Analyze and identify trends in reported issues and devising preventative solutions
  • Ensures all required documentation is kept current, all support activities are properly logged and tracked in Service-Now and other operational support systems
  • Ensures minimal delays and accurate resolution for all consumers of Client IT services
Qualifications for service desk analyst
  • Experience of working within a technical service desk
  • Meet and Exceed KPIs consistently
  • 3-5 years of IT service desk experience preferred
  • Medical application systems and software
  • Microsoft operating systems, browser software and Office Productivity software
  • Obtaining IP address/pinging devices
5

Service Desk Analyst Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of service desk analyst. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for service desk analyst
  • Provides Tier 1 support for off the shelf, business applications proprietary applications used by the customer(s)
  • Works with members of the Customer's teams and other workgroups within IT on projects and initiatives as needed
  • Provide expert desktop hardware, printer, remote access systems and mobile device support
  • Provide intermediate over-the-phone training in MS Office applications (Word, Excel, Outlook, PowerPoint) and other applications used by the firm
  • Maintain a high degree of customer service for all support queries and adhere to all Help Desk processes and procedures
  • Escalate unresolved calls to 3rd level support teams
  • Assist with building the User Support Knowledgebase by gathering information and publishing support documentation
  • Support and monitor NY LAN and WAN systems
  • Contribute to and participate in the Problem Management process
  • Provide timely and accurate assistance with Quality Assurance projects
Qualifications for service desk analyst
  • Doing password resets
  • MS outlook/Office experience
  • IT Service Desk or IT Helpdesk experience – Min 2-3 yrs
  • Windows 7 Support Min 2-3 yrs
  • Remote Access Support / Citrix Min 2-3 yrs
  • Microsoft Office Suite support Min 2-3 yrs

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