Responding to IT support requests over the phone, via email and in person.
Downloading, installing and configuring software to meet user requirements.
Ensuring correct use of applications, networks and equipment.
Testing and updating existing software.
Escalating advanced IT support cases.
Maintaining IT documentation including network and user details.
Documenting records of actions taken.
Fixing hardware issues including replacing equipment and peripherals such as computers, terminals and routers.
Ensuring computer network's optimal performance.
Working in a call centre (where applicable).
Analysing issues and determining correct software or hardware solution.
Service Desk Analysts have strong customer service skills and use an expert understanding of computer networking principals to troubleshoot issues. They work in the IT department of organisations in a broad range of industries.
