Location
Bangalore | India
Job description
Job Description (Posting).
The Service Desk Analyst delivers maintenance for a primary incident solution, and it is reported to the centralized division of service desk. Usually, responsibilities include initial test, allocation of the task, research, and resolution of primary incidents and requests concerning the use of application software and hardware products along with infrastructure constituents.
The Service Desk Analyst is accountable for gathering information through a client conversation, log on to support tools, and additional support staff (service resources) if needed. Issues outside the scope of their capability or responsibility are fixed by engaging in routine other service resources from other facilities, unit, organizational groups, or the businesses service desk.
Service Desk Analysts fixes the cases informed by consumers or customers. The Service Desk Analysts typically offer the first point of contact with the client. During the incident resolving process, analysts work with other experts, vendors, and specialists to solve the incidents for the customers.
Service Desk Analysts also generate provision of requirements for users in the self-service intranet, update requirements, and look up the position of requests.
In the IT department of an organization, Service Desk Analysts have right to use to the following workstation:
To change Calendar
Incident Tracking
Problem identification
Service Request
Service Desk Analysts must perform multiple functions effectively and simultaneously. Duties of Service Desk Analysts may vary, but core responsibilities include the following:
Manage Support Requests
A significant responsibility of Service Desk Analysts is to manage support requests that can come through a range of networks, such as email, chat, and telephone. They must document issue severity, and they must utilize standard procedures to resolve issues. Analysts must also maintain support tracking systems.
Resolve Technical Issues
Service Desk Analysts must resolve technical issues. In some organizations, they resolve these issues remotely. For certain common problems, such as installation and configuration problems, they provide users technical documentation so that they can better understand their systems.
Accelerate Complex Cases
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.
Manage Service Documentation
Service Desk Analysts must maintain comprehensive records of issues relating to both software and hardware.
Educational Requirements & Future Outlook
Service Desk Analysts must have some kind of degree in Computer Science or a related discipline. They can either work in the field or in-house. Fieldengineer.com is a platform that provides some of the best opportunities for freelance Service Desk Analysts, as it reaches across the world.
Certifications
Service Desk Analyst positions called the as old way of entrance into information technology department for many professionals. Another way to make yourself stand out as a service desk professional is to authenticate your knowledge and skills by making one of below-mentioned service desk certifications.
When it comes to Service Desk, there are many numbers of certificate and certification programs that focus more or less exclusively on the service desk functionality, and the different job roles it helps. The higher number of credentials that grace themselves as confirming technical support services are also accessible, where many such credentials emphases on sets of vendor platforms products and functions.
Certifications, such as CompTIA, ITIL, and MCSA
Qualification
B-Tech
Skill (Primary)
DWP-USS-SERVICE DESK
Job tags
Salary
