Service Desk Analyst

Following are the roles and responsibilities of Service Desk Analyst

• Act as Single point of contact as Customer Global Service Desk
• A significant responsibility of Service Desk Analysts is to manage support requests that can come through a range of networks, such as email, chat, and telephone. They must document issue severity, and they must utilize standard procedures to resolve issues. Analysts must also maintain support tracking systems.
• Create / Update KBA, SOP
• Service Desk Analysts must resolve technical issues remotely. For certain common problems, such as installation and configuration problems, they provide users technical documentation
• Service Desk Analysts often must accelerate customer support requests to higher-level IT support specialists if they are unable to resolve a particular issue on their own. Analysts then provide specialists with details about the issue so that they can resolve it effectively
• Service Desk Analysts must maintain comprehensive records of issues relating to both software and hardware
• respond to requests for technical assistance in person, via phone, chat, web and email
• diagnose and resolve technical hardware and software issues
• research questions using available information resources