Role Description

Technical > Service Desk Analyst

Salary National Average

Low Medium High
39670.0000 49130.0000 62810.0000

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Candidate Supply: 10,342 Job Openings: 4,062

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Short Description:

A Service Desk Analyst provides technical support to end-users by troubleshooting and resolving hardware, software, and network issues. They respond to inquiries via phone, email, or chat, ensuring timely resolution of technical problems and escalating more complex issues to senior support teams when necessary. Service Desk Analysts maintain detailed records of issues and solutions, ensuring proper documentation for future reference. They also assist with system updates, software installations, and user account management, ensuring smooth and efficient IT operations.

Duties / Responsibilities:

  • Answer user inquiries regarding computer software or hardware operation to resolve problems.
  • Oversee the daily performance of computer systems.
  • Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
  • Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
  • Develop training materials and procedures, or train users in the proper use of hardware or software.
  • Refer major hardware or software problems or defective products to vendors or technicians for service.
  • Enter commands and observe system functioning to verify correct operations and detect errors.
  • Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
  • Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
  • Prepare evaluations of software or hardware, and recommend improvements or upgrades.

Skills / Requirements / Qualifications

  • Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Reading Comprehension: Understanding written sentences and paragraphs in work related documents.
  • Speaking: Talking to others to convey information effectively.
  • Complex Problem Solving: Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
  • Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Writing: Communicating effectively in writing as appropriate for the needs of the audience.
  • Judgment and Decision Making: Considering the relative costs and benefits of potential actions to choose the most appropriate one.
  • Active Learning: Understanding the implications of new information for both current and future problem-solving and decision-making.
  • Systems Analysis: Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes.
  • Instructing: Teaching others how to do something.

Job Zones

  • Title: Job Zone Three: Medium Preparation Needed
  • Education: Most occupations in this zone require training in vocational schools, related on-the-job experience, or an associate's degree.
  • Related Experience: Previous work-related skill, knowledge, or experience is required for these occupations. For example, an electrician must have completed three or four years of apprenticeship or several years of vocational training, and often must have passed a licensing exam, in order to perform the job.
  • Job Training: Employees in these occupations usually need one or two years of training involving both on-the-job experience and informal training with experienced workers. A recognized apprenticeship program may be associated with these occupations.
  • Job Zone Examples: These occupations usually involve using communication and organizational skills to coordinate, supervise, manage, or train others to accomplish goals. Examples include hydroelectric production managers, travel guides, electricians, agricultural technicians, barbers, court reporters, and medical assistants.
  • Specific Vocational Preparation in years: (6.0 to < 7.0)

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