What Does a Service Desk Analyst Do?

service desk analyst


Information Technology (IT) specialists, known as service desk analysts, help users with technical issues. For the most part, their roles and responsibilities include replying to inquiries for IT help and addressing computer network, hardware, and software problems.

Similarly, they also carry out software installs and upgrades, and technical maintenance. Since service desk analysts offer the initial level of help, they often serve as the main point of contact for clients. Service desk analysts also respond to incoming phone and email questions, as well as requests for assistance from customers. In other words, they offer technical support for all components of the information systems unit, including network infrastructure, software, operating systems, and system hardware.

Likewise, Service Desk Analysts also typically collaborate extensively with an organization's IT department to offer support for tasks that may fall outside of their areas of expertise. As important members of the IT group, they function as a single point of connection for all system-related issues and offer help for frequent incidents.

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Roles and Responsibilities of a Service Desk Analyst

A service desk analyst maintains the primary issue solution and submits it to the centralized service desk division. Regular duties include initial testing, work assignment, research, and the settlement of major issues and requests involving the usage of application software, hardware, and infrastructure components.

Furthermore, a service desk analyst also answers calls for IT help over the phone, by email, and in person. They are responsible for the installation of software, setup, and configuration to satisfy user needs. Other major roles that befall a service desk analyst are ensuring the proper use of software, networks, and hardware, and upgrading and testing current software.

Not only that, but a service desk analyst also increases the complexity of IT support issues. Through the maintenance of network and user information in IT documents, they ensure that a record is kept. Similarly, a service desk analyst also replaces machinery and accessories like computers, terminals, and routers as part of fixing hardware problems.

In like manner, analysts also collaborate with suppliers, specialists, and other professionals to resolve issues for clients during the incident resolution process. Additionally, service desk analysts upgrade requirements, provide delivery of prerequisites for users in the self-service intranet, and examine the status of requests as well. Moreover, replacing machinery and accessories like computers, terminals, and routers is also a part of fixing hardware problems that fall under the roles and responsibilities of a service desk analyst.

Tiers of Service Desk Analyst

Traditionally, the administrative unit(s) of a service desk analyst are tiered in a way that allows for escalation. Issues of larger scale or priority are passed to personnel with higher skill sets, commonly referred to as levels 1, 2, and 3. In most cases, within IT companies, the words "support levels" and "support tiers" are interchangeable. Moreover, for a number of reasons, structuring your IT support around levels or tiers is beneficial. Not only does doing so ensure that consumer needs are strategically met, but it also improves the consumer experience.

Dividing the work into tiers also helps in the swift handling of minor or manageable concerns. It creates a schedule and procedure for situations that are more challenging to solve. Furthermore, it also plays a role in raising employee contentment and in enhancing employee retention, career advancement, and training.

A typical IT support infrastructure is often built around the following support layers, with minor variations:

Tier 0

In this tier, service desk analysts mostly provide self-help and offer user-retrieved information. Users may access FAQs, in-depth product and technical information, blog articles, manuals, and search features via online and mobile pages and applications. Similarly, users may also access service catalogs through applications, where they can order and get services without contacting the IT department. Upper support tiers or corporate people can be contacted by email, web forms, and social media channels like Twitter, LinkedIn, etc.

Tier 1 (L1)

Tier 1 mainly consists of basic service desk delivery and help desk resolution. Support for fundamental customer needs includes handling service desk queries that need IT assistance and resolving usage concerns. Tier 1 workers elevate problems to a higher tier if no solution is obtained. Lower-level technical staff members who have been trained follow procedures to fix recognized issues and complete service requests.

Tier 2 (L2)

Tier 2 Service Desk Analyst comprises comprehensive technical assistance. For situations that tier 1 support is unable to address, skilled and qualified specialists evaluate the situation and provide remedies. Tier 2 support also raises the event to tier 3 if there is no solution available. They serve as the support staff for the product, with extensive expertise in the good or service.

Tier 3 (L3)

Tier 3 consists of support for products and services from experts. This is the tier that ensures access to the best technical resources for solving issues or developing new features. Tier 3 technicians employ product designs, codes, or standards to replicate issues and identify their fundamental causes. Likewise, the firm determines whether to develop a new repair when a cause has been found, based on the source of the issue. For the benefit of Tier 1 and Tier 2 staff, new fixes are recorded. Moreover, Tier 3 specialists, which may include the principal architects, engineers, or designers of the product or service, are often the most highly skilled product specialists.

Tier 4 (L4)

Tier 4, the highest tier, comprises outside assistance for issues that the organization is unable to address. Outsourced services such as depot support, vendor software support, machine maintenance, and other contracted assistance for goods that the business provides but does not directly maintain are handled by Tier 4 Service Desk Analysts. Tier 4 support is contacted with issues or requests, and the organization oversees implementation. This tier consists of preferred suppliers and business partners who offer services and support for goods that your organization sells.

Employment History and Skill Sets

You must have a basic grasp of computer operation and your company's services in order to do an entry-level service desk job. Many businesses recruit entry-level workers without requiring a college degree or higher education, and they'll train you while you work. You'll pick up more technical abilities as you go along.

On the other hand, although the service desk profession is undoubtedly technical in nature, it is clear that soft skills are becoming more and more crucial for success. Any person filling this position must receive ongoing training in a variety of skills, including marketing, interpersonal relationships, and correspondence.

An important life skill that benefits both one's professional and social existence is the capacity for effective and robust communication. Thus, as the initial point of contact for customers, service desk team members are required to interact effectively both vocally and non-verbally. This is crucial for developing client relationships and using those relationships to further commercial success.

Similarly, to guarantee efficiency and that other sections of the workforce are operating smoothly for tactical execution, it's crucial for service desk staff to have the capacity to conceptualize, obtain correct information, communicate, evaluate, and solve complicated situations.

A useful asset to the team is a worker who can execute and manage projects of all sizes and deliverables on schedule. Furthermore, someone who has the initiative and is capable of employing advanced project management software or other solutions that will make tasks simpler and more structured is undoubtedly a strength.

Extratech is an all-around Managed Service Provider (MSP), and purveyor of ICT Education in Australia, offering customized & personalized IT and digital performance, management, and education services. Our services include a wide spectrum of IT & digital solutions for a broad range of customer bases. Simultaneously, we conduct excellent ICT academic courses relayed through our Job Ready Program