Helpdesk Analyst Job Description
Helpdesk Analyst Duties & Responsibilities
To write an effective helpdesk analyst job description, begin by listing detailed duties, responsibilities and expectations. We have included helpdesk analyst job description templates that you can modify and use.
Sample responsibilities for this position include:
Helpdesk Analyst Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Helpdesk Analyst
List any licenses or certifications required by the position: ITIL, HDI, PMP, CISSP, SSCP, MCITP, MCP, SCA, MS, MCSA
Education for Helpdesk Analyst
Typically a job would require a certain level of education.
Employers hiring for the helpdesk analyst job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Technical, Education, Computer Science, Associates, Communication, Business, Information Technology, Networking, Management, Computer
Skills for Helpdesk Analyst
Desired skills for helpdesk analyst include:
Desired experience for helpdesk analyst includes:
Helpdesk Analyst Examples
Helpdesk Analyst Job Description
- Serve as a functional subject matter expert (SME) for the Work Order Management (WOM) application
- Responds to incoming phone calls, emails or service management tool (HEAT) incidents from internal users related to the WOM application
- Identifies severity and impact and documents details in the Help Desk call tracking system
- Works in partnership with all IT teams to find solutions, and/or escalates issues to appropriate IT groups for resolution
- Communicates status and updates to end users in a timely and consistent manner
- Proactively identifies and recommends enhancements to the overall IT infrastructure
- Sets priorities for open issues and escalate issues to the correct department for resolution
- Follows through with closure of user issues
- Recreates problems locally for trouble-shooting and escalation purposes
- Creates and documents workarounds
- Performs basic network connectivity troubleshooting
- Tracks and documents system problems and resolutions for future reference
- Identifies alternatives for optimizing support resources and procedures
- Proactively ensure sufficient copier supply levels
- Monitor Network Access Control system to identify devices at risk
- Participate on project teams for IT-related projects
Helpdesk Analyst Job Description
- Build knowledgebase of issues, workarounds and solutions
- Interface with Product Management and Application Engineers for issue escalation, resolution and documentation
- Respond to email messages/helpdesk tickets for customers seeking help
- Run diagnostic tools to resolve problems
- Collect metrics for key systems based on usage, outages and performance
- At least 3 years’ experience working in a medium to large organisation
- Supported Microsoft Office Products and Windows 7/Windows 8.1 OperatingSystems
- Obtained, or working towards MCSA or ITIL
- Resolving requests for technical support, prioritizing as necessary when specific priorities are not provided
- Efficiently troubleshooting issues and escalating as needed to the IT Manager
- Experience supporting Microsoft operating systems for workstations
- Documenting, tracking and monitoring all problem/resolution activity to ensure a timely resolution and great communication
- Setting up, maintaining, and accounting for PC/Mac desktops and laptops
- Setting up, maintaining and accounting for HP and Ricoh printers and copiers
- Support/manage new computer setup including imaging
- Supporting interactive whiteboards and other classroom technology
Helpdesk Analyst Job Description
- Assisting in training faculty and staff on systems and applications, as needed
- Supporting the implementation of student computers
- Performing level-one support of network appliances including servers, switches, backup systems, and wireless access points
- Basic network management (TCP/IP, Wireless, DNS, DHCP) including administration of various kinds of network devices
- Providing desktop support for computers and software through phone and direct contact with the clients at all levels
- Work directly with the customer, answering calls, solving problems and operating with known solutions
- Remote monitoring of device faults for various institutions throughout APAC
- Single point of contact for all customer related issues
- Liaise with customers to ensure that service levels are met
- Provide helpdesk support to branch staff and field recourses
- Sending various commands to devices remotely
- Ensure that all customer SLA’s are met
- Receive and document device service requests and customer entitlements
- Utilise experience, support systems and tools to facilitate a customer solution
- Initiate dispatch requests to various field technicians
- Gather problem information and determine criticality
Helpdesk Analyst Job Description
- Assist in the administration of Active Directory and other operational duties (new office setup, network cabling)
- Help resolve production application and systems issues, and computer hardware technical issues
- Manage and update the inventory of computer hardware under the Helpdesk’s responsibility
- Remotely deliver a solution to solve a customer problem
- Communicate with customers through various means (oral, written, electronic) to deliver a solution
- Facilitate the locating and dis
- Ability to provide help desk support for standard software packages including Microsoft productivity suite, virus software, web browsers basic network support
- Responsible for taking inbound Help Desk calls and 1st call resolution of all incoming technical support calls
- Assist end users work through any 1st level questions or issues
- Perform troubleshooting for Windows Operating systems, locked accounts, password resets and network connectivity issues
- Knowledge of basic computer systems and infrastructure, including workstations, monitors, notebooks/laptops, printers, smart phones and peripherals client server applications and basic computer networking
- Working knowledge of remote connection applications including Teamviewer and Microsoft Lync
- Candidate must possess a Bachelor’s Degree in IT, Engineering or Supply Chain related course
- Open to fresh graduate with the above degree
- Able to work in a monthly shifting schedule (morning shift, midshift, and night shift)
- Knowledgeable on Microsoft Office applications (MS Excel and Powerpoint)
Helpdesk Analyst Job Description
- Provide support for the Provision/Administer in a new virtual desktop infrastructure deployments
- Provide support in a virtual application packaging, remediation, and troubleshooting
- Work directly with customers in support of VDI in a Help Desk environment
- Follow established technical SOPs and knowledge articles during deployment and troubleshooting
- Responds quickly and positively to the needs, requests and demands of the customers and colleagues
- Focuses efforts on understanding and meeting internal/external customer needs
- Ensures all calls/Incidents are handled promptly, courteously and accurately
- Record details of each call and its resolution in AskIT per Helpdesk procedures
- Provide coherent and intelligent problem descriptions to enable the Incident to be referred to outside suppliers or other teams without further reference
- Provide a consistent level of professionalism in written and oral communication
- Proficiency with multiple Operating systems (Vista, Windows 7, Windows 8, Server 2008 R2, and Mac)
- Proficient in all standard packaged software applications
- Ability to troubleshoot issues using multiple platforms (Phone Based, Click-to-Chat, Remote Support-RDP, and email)
- 1 year Customer Service/Help Desk Experience
- Excellent Communication/Servant Mentality
- Experience supporting PC peripherals (keyboards, printers, mouse)