Desktop support manager vs support analyst

Differences between desktop support manager and support analyst duties and responsibilities

Desktop support manager example responsibilities.

• Manage all the static internal/external IP addresses in the network.
• Manage the roll-out of software updates and OS patches via SCCM.
• Perform notifications and status of all incidents to high level internal leadership and client while managing SLA's.
• Manage the HQ print server, including adding and removing printers and updating drivers and settings as needed.
• Manage incoming tasks and incidents in remedy and troubleshooting.
• Provide strong knowledge of DSL, FTP, and TCP/IP.
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Support analyst example responsibilities.

• Manage support activities in the CRM.
• Assist customers with configuring routers, high speed DSL modems, and cable broadband modems to achieve VoIP registrations and connectivity.
• Manage customer expectations through use of negotiation, persuasion, diplomacy and clear communication.
• Develop client case reports and dashboards within Salesforce CRM.
• Create web pages (HTML and PDF) for intranet.
• Perform hardware installations for LAN connection.
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