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This question is about help desk analyst resumes.
What does an IT help desk analyst do?
An IT help desk analyst does work to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests.
A help desk analyst is basically a tech professional tasked with providing their company's customers with technical support for any IT-related matters. This can include issues regarding computer hardware, applications, networks, and operating systems.
To accomplish this, they either directly help users or refer them to other IT department personnel for issues that are outside their expertise.
Responsibilities of an IT help desk analyst may include:
providing 1st line technical support to customers - taking inquiries by phone and email
dealing with problems for hardware, such as servers, computers and printers, and software programs
asking questions about the problem and explaining possible solutions
dealing with common or basic technical issues such as resetting passwords
using automated diagnostic programs to solve network problems
updating knowledge bases with details of common problems which customers can view online
using helpdesk software to log calls with descriptions of issues, progress, and solutions
passing calls to a team of 2nd line support analysts if the problem is more complex
arranging for a technician to visit the customer if a problem can't be solved over the phone or by email
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