Desk Analyst Job Description
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:
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:
Desired experience for desk analyst includes:
Desk Analyst Examples
Desk Analyst Job Description
- 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
- 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
Desk Analyst Job Description
- 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
- 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
Desk Analyst Job Description
- 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
- 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
Desk Analyst Job Description
- 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
- 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
Desk Analyst Job Description
- 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
- 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