Help Desk Analyst Job Description Template
A Help Desk Analyst is responsible for providing technical support to computer users. They answer questions and resolve problems related to computer systems, software, and hardware. They may also provide training to new users on how to use various types of software.
Help Desk Analyst Job Responsibilities
- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Diagnose and troubleshoot technical issues related to computer systems, software, and hardware
- Assist customers with password reset requests and account lockouts
- Update customer records in the ticketing system and track status of open tickets
- Escalate complex technical issues to senior staff or external vendors as needed
- Generate monthly reports on help desk activity metrics
Objectives
- To provide technical support and assistance to customers and staff using the company’s computer systems.
- To resolve customer queries in a timely and efficient manner.
- To maintain upto-date knowledge of the company’s computer systems and software applications.
- To install and configure new software applications as required.
- To carry out regular maintenance checks on computer equipment and software to ensure optimal performance levels are maintained.
- To liaise with other members of the IT team, as well as staff from other departments, to resolve technical issues promptly and effectively."
Help Desk Analyst Job Skills & Qualifications Needed
- The skills and qualifications needed for the role of Help Desk Analyst vary depending on the employer, but may include: customer service experience, strong communication and interpersonal skills, analytical and problemsolving abilities, technical knowledge and experience with computers and software applications. Some employers may also require certification from an industry association such as CompTIA or Microsoft.