Service Desk Analyst Job Description

A service desk analysts duties include assigning, scheduling, and following up on work requests; recording service requests; providing maintenance for computer software and hardware; and diagnosing, troubleshooting, and repairing computer hardware and software.

Updated on:     
October 7, 2022

Job Brief:

We're looking for a Service Desk Analyst who can help us improve our customer service. The ideal candidate will have experience working in a customer service role and will be able to provide us with insights and recommendations on how to improve our service desk operations. If you have the skills and experience we're looking for, please submit your application today!

Service Desk Analyst Duties:

  • Take care of all service request tickets, whether via phone, email, or in person
  • Manage incidents according to established procedures
  • Perform system backups and restorations
  • Maintain and update all documentation associated with service requests
  • Other job duties as assigned

Service Desk Analyst Responsibilities:

  • Provide both technical support and outstanding customer service to TeamDesk users, responding to user inquires, ensuring adherence to desired solution standards, providing and documenting incident resolution, and escalating problems to management as needed
  • Perform all tasks related to system administration, user security features, and network administration
  • Maintain system documentation including scripts, procedures, and policies
  • Manage and manage the day-to-day operations of an On-Call service desk, including user support, incident management, and problem resolution
  • Integrate emerging technologies into the work environment as TeamDesk evolves
  • Update and maintain security policies, procedures, and documentation
  • Develop and maintain new and upgraded procedures for TeamDesk
  • Work within TeamDesk specifications to complete routine tasks
  • Conduct product evaluations and client demonstrations
  • Implement and manage TeamDesk testing
  • Provide support to end users and

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Requirements And Skills:

  • Bachelor's degree in related field
  • 2+ years experience in help desk support
  • Knowledge of computer hardware and software
  • Knowledge of network standards and documentation
  • Ability to define, document, and manage problem resolution
  • Knowledge of ITIL best practices
  • Excellent customer service and communication skills

[Company Name] welcomes applications from people of all backgrounds. We are committed to building a team that is diverse and inclusive. We encourage applications from people of all races, religions, national origins, genders, and ages, as well as veterans and individuals.