Provide direction on IT support issues, and keep appropriate staff informed of issues or concerns. He developed seminars and course materials for the first industry-accredited help desk certification. More recently, he contributed to A Guide to Computer User Support for Help Desk and Support Specialists, Third Edition. Proficiency in customer relationship management and task management software. Preparing training manuals and FAQ materials for easy-access end-user guidance. View more details on help desk analyst salaries across the United States.

Then choose from 12+ resume templates to create your help desk analyst resume. Customer-service skills involve listening skills that allow you to communicate efficiently and respectfully with a customer. Influences the strategic direction and takes responsibility https://remotemode.net/ for the full range of customer service functions, including organizational frameworks for complaints, service standards and operational agreements. Responds to common requests for service by providing information to enable fulfilment.

Service Desk Analyst

The role would analyze and troubleshoot issues, resolving them with a customer focus to support our business goals. We are looking for someone who is extremely reliable with excellent communication and troubleshooting skills as well as comfortable working in both an IT and manufacturing environment. We’re seeking a Help Desk Analyst for a project to support our Technical Support team. The ideal candidate will have experience with front-line support, a passion for technology, and a drive for success. For people with strong communication and problem-solving skills, an entry-level help desk position can also be a great way to build a technology career.

Access PCs to resolve issues and prioritize routine work assignments. Such awareness means understanding the needs of their customers so they can get their problems solved as quickly as possible. Once you earn that CompTIA certification, you not only have new knowledge and skills, you have an industry-recognized credential that potential employers in your job search will appreciate. The percentage of calls resolved during the first contact with the Service Desk Analyst, when the user is still on the telephone to report the call. I have been in help desk for almost 2 years, I am currently still there and managing a few systems. I have watched people who started with me move up ever fast as I stay in the same spot and the truth is its discouraging that you work so hard but are unable to get noticed. Learning the full stack of technologies will also give you a broader perspective on the industry.

Have Business Awareness

These include interpersonal and problem-solving skills and knowledge of Windows operating systems and word processing software, computer hardware, and networking. In 2018, computer support specialists in general made a median annual salary of $53,470 per year, according to U.S. The next step up from a service desk analyst is a senior service desk analyst. A senior service desk analyst is responsible for more complex technical support and may also provide leadership and mentorship to less experienced analysts. In some organizations, a senior service desk analyst may also be responsible for managing the service desk team. With experience, a senior service desk analyst may move into a position such as IT manager or project manager.

Obtained information from callers, provided high level of service desk support, and maintained all data on a spreadsheet. In the U.S., the average salary for a service desk role as of February 2020 is $52,488 per year, based on self-reported data. The low end hovers in the mid-30s, but more experienced and advanced roles, including analysts and managers, can easily earn in the $65,000-$80,000 range. The U.S. Bureau of Labor and Statistics correlates these salaries, indicating a mean annual wage of $55,050. Service Desk Analysts often must accelerate customer support requests to higher-level IT support specialists if they are unable to resolve a particular issue on their own. Analysts then provide specialists with details about the issue so that they can resolve it effectively.

Technical support specialist

The Senior Service Desk Analyst is responsible for providing Tier 2 support to end users for a variety of issues. They will work in a fast-paced environment and will need to be able to handle multiple tasks at one time. The Senior Service Desk Analyst will need to have excellent customer service skills as they will be working with customers on a daily basis. They will also need to be able to work well under pressure and have the ability to troubleshoot complex issues. The Senior Service Desk Analyst will need to be available to work a flexible schedule as they may be required to work nights and weekends. The service desk is one of three main preferences for the customer and/or user support.

• Analysts then provide specialists with details about the issue so that they can resolve it effectively.
• If you’re at an entry-level role, consider making it a goal to land one of your near future positions at a VAR.
• An efficient help desk system improves the customer experience and reduces inconsistency while delivering.
• Customer-service skills involve listening skills that allow you to communicate efficiently and respectfully with a customer.
• Being able to technically evaluate a scenario is essential for resolving end-user issues and excelling as a help desk technician.
• Service Desk Analysts must maintain comprehensive records of issues relating to both software and hardware.

Networking fundamentals, Windows 10, AD, DHCP and DNS…those sorts of things. Something that will prep them for working up to administering SCCM/MEPM/Intune or whatever it’s call…

Structure of a service desk

A first-class service desk analyst will be someone whose IT expertise results in enhanced end-user support and system performance. A systems support agent is responsible for resolving system applications and network issues, performing technical configuration, and upgrading systems infrastructure. They also assist the technology team in designing backup systems and improve existing networks according to business requirements and specifications.

A service desk — a call center, contact center, or help desk — is a single point of contact for all IT requests and requirements of the end-users. In simple words, a help desk is a company’s central point of contact for customers regarding any issue related to its products/services. A help desk focuses on offering customers or end-users with assistance in the form of advice, guidance, or information that can help them solve their problems. It is designed to handle and manage fundamental questions/issues (for instance, resetting passwords, application support, etc.) by offering practical and cost-effective solutions for the same. Basically, the primary aim of a help desk software is to troubleshoot problems. There’s a certain emphasis on service delivery and customer-centricity in service desks that’s missing in help desks.

As a result, service desk analysts are being asked to focus more on customer satisfaction. Senior service desk analysts typically earn a salary that is based on their level of experience, the company size and geographic location. Service desk tools are software that enable the service desk analysts to operate more efficiently and effectively.

• You can have access to very knowledgeable people who can advise you, increase your chances of landing a higher-paying position, and confidently ask for help anytime you need it.
• If you want to join one of the fastest growing remote industries, this 100% online course will train you for a career as a help desk analyst.
• They are divided into different sub-parts, including software, hardware, network, system, etc.
• Organizations also are expected to continue to hire senior service desk analysts to provide better customer service.

However, some people stay stuck in entry-level roles for what seems like a lifetime and others go on to become systems engineers at top tech companies in just a few years. Discuss job opportunities, and work to understand customer satisfaction and best practices for telephone communication skills. A more experienced help desk analyst, such as a Tier 3 technician, will likely spend time training and coaching others in addition to solving more complex IT issues. If screen sharing or remote-control tools aren’t available, help desk analysts must depend on users to be their eyes and hands when trying to resolve a problem.

Job experience and skillsets

Receives and handles requests for service, following agreed procedures. From the job description, it does seem to involve very similar duties. To be honest @Cerulean, it all depends on the company from my experience. Communicating with senior analysts and other IT professionals regarding more complex issues. Keeping detailed records of specific issues they were asked to assist with.

Service desk technicians work on the IT help desk, or service desk, so their ability to communicate effectively with internal and external clients is vital. They work closely with other members of the IT support team and have a lot of opportunity to learn from other IT specialists. If you like to be challenged a job as a service desk technician may be for you. Help desk support IT pros field any tech support queries and manage help desk engineer the help desk ticket system, so written communication is an especially important skill. Typically, as the first person to hear about a potential tech issue, help desk support IT pros need to have strong troubleshooting and problem-solving skills. IT pros that are eager to learn and take initiative will succeed in this job role. The Service Desk Analyst is an essential resource of the ITSM function of contemporary companies.

Of course, the more the tiers, the greater the challenge of providing a coordinated response. This often results in a degraded customer experience due to multiple handovers and challenges in status tracking. Some service desks have specialized functions which limit routing and reduce response time. Modern approaches such as Shift Left advocate for the reduction in these layers, by bringing the support closer to the user. Swarming, which promotes teamwork over level-by-level escalation, encourages the initial point of contact seeing the issue through to resolution. Service desks can also provide assistance outside of technical support. It is becoming increasingly common for organizations to adopt service desks that offer business process support.

Metrics should be established so that the performance of the Service Desk Analyst can be assessed at regular intervals. This is imperative in order to assess maturity, competence and effectiveness, and to establish any prospects to improve service desk operations.