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Become A Service Desk Analyst

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Working As A Service Desk Analyst

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $48,620

    Average Salary

What Does A Service Desk Analyst Do At Kelly Services

* Provide end user support for the Desktop Computing Environment including various Apple hardware and software platforms and LAN based services.
* Agents will retain ownership to resolve all issues utilizing the solutions that are defined within our Known Error Database (KEDB) (i.e. Knowledge Base).
* Agents will also be responsible for troubleshooting and diagnosing issues using various skills and techniques, including investigating solutions via the Web, use of product manuals and other available resources to resolve support issues.
* Utilizethe call tracking tool and database to record call details and to track troubleshooting progress.
* Set reasonable customer expectations for resolution time, based on scope, impact and severity of issue.
* Route unresolved incidents to the correct upper level support group for resolution.
* Provideguidance and supportin helping the team to reach the defined Service Level Objects for First Call Resolution, Mean Time To Repair, Speed To Answer, Abandon Call Percentage, and Incidents Resolved per Agent

What Does A Service Desk Analyst Do At Caci International

* Demonstrate sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support
* Demonstrate strong attention to detail, problem solving, and a desire to provide outstanding customer support
* Analyze and resolve complex service requests and incidents that have been escalated by the junior level analysts
* Leverage remote control technology (such as BOMGAR) while troubleshooting desktop and laptop problems
* Utilize advanced technical skills to analyze and resolve technical issues and tasks, including but not limited to setting up shared drives, mapping network drives, installing and updating software, and network troubleshooting

What Does A Service Desk Analyst Do At Belcan

* Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
* Receiving, logging and managing calls from internal staff via ticketing system, telephone and email
* st, 2nd and 3rd line support - troubleshooting of IT related problems from in-house software to hardware, such as Laptops, PCs and Printers
* Troubleshoot basic network issues such as MPLS and broadband issues
* Escalate unresolved calls to the next level support team
* Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
* To maintain a high degree of customer service for all support queries and adhere to all service management principles
* Publishing support documentation to assist staff with requests for information & provide staff training if required
* To arrange for external technical support where problems cannot be resolved in house.
* Active Directory creating user accounts, reset passwords, create groups etc.
* Microsoft Exchange creating mailboxes, distribution lists, contacts, storage quotas, and accesses etc.
* Troubleshooting of Microsoft based operating systems with emphasis on Windows 7 and Office 2010
* Respond to emergency situations and be on-call as assigned

What Does A Service Desk Analyst Do At Apache

* Candidate will be responsible for providing technical support and expertise to Apache’s end users using ServiceNow.
* Maintain a high degree of customer service for all support issues.
* Receive, log and manage calls from the helpdesk line.
* Contribute and actively work towards improving customer self-service through by creating accurate knowledge base articles.
* Perform technical troubleshooting for software and hardware issues in a Windows 7, Windows 10, Office 365 and Office 2013 64 bit and 32 bit environment.
* Work with Desktop Engineering team to ensure IT delivered services and end-user productivity goals are understood and exceeded.
* Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
* Troubleshoot issues in a Citrix based environment.
* Setup and troubleshoot Apple devices.
* Work the on-call rotation for after-hours support

What Does A Service Desk Analyst Do At E*Trade Financial

* The Service Desk Analyst provides Level 1 technical support for incident resolution and requests that are reported through web, email or phone to the internal service desk.
* Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components.
* Addresses and resolves both basic incidents/requests logs all interactions engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
* Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation,communicating promptly on progress, and handling customers with a consummately professional attitude.
* Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
* Analyzes and resolves incidents and requests regarding use of application software or hardware.
* Logs and tracks incidents and requests from identification through resolution.
* Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
* Documents resolutions and updates self-help and knowledge bases.
* Ability to resolve requests on first contact.
* Maintains and protects confidentiality with regard to all aspects of employee information.
* Ability to provide on-call support after hours as needed
* Adheres to Code of Conduct and Mission and Value statements.
* Performs other duties as assigned.
* Demonstrated ability to learn customer support processes and techniques

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How To Become A Service Desk Analyst

Because of the wide range of skills used in different computer support jobs, there are many paths into the occupation. A bachelor’s degree is required for some computer support specialist positions, but an associate’s degree or postsecondary classes may be enough for others.

Education

Education requirements for computer support specialists vary. Computer user support specialist jobs require some computer knowledge, but not necessarily a postsecondary degree. Applicants who have taken some computer-related classes are often qualified. For computer network support specialists, many employers accept applicants with an associate’s degree, although some prefer applicants to have a bachelor’s degree.

Large software companies that provide support to business users who buy their products or services often require a bachelor’s degree. Positions that are more technical are likely to require a degree in a field such as computer science, engineering, or information science, but for others, the applicant’s field of study is less important.

To keep up with changes in technology, many computer support specialists continue their education throughout their careers.

Certification

Certification programs are generally offered by vendors or from vendor-neutral certification providers. Certification validates the knowledge of and best practices required by computer support specialists. Companies may require their computer support specialists to hold certifications in the products the companies use.

Advancement

Many computer support specialists advance to other information technology positions, such as network and computer systems administrators and software developers. Some become managers in the computer support services department. Some organizations provide paths for support specialists to move into other parts of the organization, such as sales. For more information, see the profiles on network and computer systems administrators and software developers.

Important Qualities

Customer-service skills. Computer support specialists must be patient and sympathetic. They must often help people who are frustrated with the software or hardware they are trying to use.

Listening skills. Support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation.

Problem-solving skills. Support workers must identify both simple and complex computer problems, analyze them, and solve them.

Speaking skills. Support workers must describe the solutions to computer problems in a way that a nontechnical person can understand.

Writing skills. Strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as real-time web chat interactions.

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Service Desk Analyst jobs

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Real Service Desk Analyst Salaries

Job Title Company Location Start Date Salary
Mac Service Desk Analyst Christie's Inc. New York, NY Dec 23, 2011 $73,000
Service Desk Analyst Citadel Ny, Inc. New York, NY Oct 01, 2014 $63,299
Service Desk Analyst Citadel Ny, Inc. New York, NY Oct 01, 2011 $59,104
Service Desk Analyst Virteva LLC Saint Louis Park, MN Sep 01, 2012 $45,000 -
$52,000
Service Desk Analyst Virteva LLC Saint Louis Park, MN Sep 01, 2012 $44,533 -
$46,000
Service Desk Analyst Virteva LLC Saint Louis Park, MN Oct 01, 2012 $44,533 -
$46,000
Service Desk Analyst Texas Wesleyan University Fort Worth, TX May 14, 2013 $34,466

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Top Skills for A Service Desk Analyst

HardwareIssuesActiveDirectoryServiceDeskRemoteDesktopEmailVPNTroubleshootTechnicalSupportPhoneCallsNetworkPrintersResetPasswordsCitrixWindowsXPLaptopsKnowledgeBaseSetupRemoteAccessUserAccountsTechnicalIssuesRSA

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Top Service Desk Analyst Skills

  1. Hardware Issues
  2. Active Directory
  3. Service Desk
You can check out examples of real life uses of top skills on resumes here:
  • Visited clients to work on hardware issues.
  • Administered employee application and domain access utilizing enterprise Active Directory, and Exchange server.
  • Provided Level 1 and Level 2 support for service desk requests submitted to the IT Team.
  • Provided Tier 2 technical computer support via phone, email and Remote Desktop to the entire NIH community.
  • Trouble shouted accounts when email wouldn't configure.

Top Service Desk Analyst Employers

Service Desk Analyst Videos

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