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Keyword service desk analyst
Search Urlhttps://www.google.com/search?q=service+desk+analyst&oq=service+desk+analyst&num=30&hl=en&gl=US&sourceid=chrome&ie=UTF-8
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service desk analyst job descriptionhttps://www.google.com/search?num=30&hl=en&gl=US&q=Service+Desk+Analyst+job+description&sa=X&ved=2ahUKEwjCzau5vq71AhUHTd8KHQDKBKoQ1QJ6BAg3EAE
service desk analyst jobshttps://www.google.com/search?num=30&hl=en&gl=US&q=Service+Desk+Analyst+jobs&sa=X&ved=2ahUKEwjCzau5vq71AhUHTd8KHQDKBKoQ1QJ6BAg2EAE
service desk analyst salaryhttps://www.google.com/search?num=30&hl=en&gl=US&q=Service+Desk+Analyst+salary&sa=X&ved=2ahUKEwjCzau5vq71AhUHTd8KHQDKBKoQ1QJ6BAguEAE
service desk analyst interview questionshttps://www.google.com/search?num=30&hl=en&gl=US&q=Service+desk+analyst+interview+questions&sa=X&ved=2ahUKEwjCzau5vq71AhUHTd8KHQDKBKoQ1QJ6BAgqEAE
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service desk analyst qualificationhttps://www.google.com/search?num=30&hl=en&gl=US&q=Service+Desk+Analyst+qualification&sa=X&ved=2ahUKEwjCzau5vq71AhUHTd8KHQDKBKoQ1QJ6BAgmEAE
service desk analyst career pathhttps://www.google.com/search?num=30&hl=en&gl=US&q=Service+Desk+Analyst+career+path&sa=X&ved=2ahUKEwjCzau5vq71AhUHTd8KHQDKBKoQ1QJ6BAggEAE
global service desk analyst job descriptionhttps://www.google.com/search?num=30&hl=en&gl=US&q=Global+service+desk+Analyst+job+description&sa=X&ved=2ahUKEwjCzau5vq71AhUHTd8KHQDKBKoQ1QJ6BAgfEAE
Result 1
TitleService Desk Analyst | Definition, Job description, Salary
Urlhttps://www.fieldengineer.com/skills/service-desk-analyst
DescriptionService Desk Analysts are IT professionals who provide technical help for users and they evaluate and resolve issues relating to IT equipment. Read more about Service desk Analysts Job description, salary and roles here
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H2Service Desk Analyst
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Educational Requirements & Future Outlook
Certifications
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How Field Engineer Can Help You
H2WithAnchorsService Desk Analyst
BodyService Desk AnalystBack to Skills DirectoryService Desk Analyst. Service Desk Analysts are IT professionals who provide technical help for users of an organization. Analysts respond to inquiries, and they evaluate and resolve issues relating to IT equipment and applications. They provide technical care for any aspect of the information systems unit, including system hardware, operating systems, applications, and networks. Generally, they should be troubleshooting bent of mind and with proper communication to the stakeholders.Usually, Service Desk Analysts work closely with an organization's IT department to provide assistance relating to work that may be outside the scope of their expertise. Service Desk Analysts provide support relating to common incidents, and they serve as a single point of contact for any system-related issue. Overall it’s all about the help providing to the customer (internal or external) is one top priority of a Service Desk Analyst. Organizations regularly invest in providing superior service desk support. To this end, FieldEngineer.com provides a robust platform that can help organizations achieve their goals relating to telecommunications and related services.Job Description . The Service Desk Analyst delivers maintenance for a primary incident solution, and it is reported to the centralized division of service desk. Usually, responsibilities include initial test, allocation of the task, research, and resolution of primary incidents and requests concerning the use of application software and hardware products along with infrastructure constituents. The Service Desk Analyst is accountable for gathering information through a client conversation, log on to support tools, and additional support staff (service resources) if needed. Issues outside the scope of their capability or responsibility are fixed by engaging in routine other service resources from other facilities, unit, organizational groups, or the businesses service desk.Service Desk Analysts fixes the cases informed by consumers or customers. The Service Desk Analysts typically offer the first point of contact with the client. During the incident resolving process, analysts work with other experts, vendors, and specialists to solve the incidents for the customers.Service Desk Analysts also generate provision of requirements for users in the self-service intranet, update requirements, and look up the position of requests.In the IT department of an organization, Service Desk Analysts have right to use to the following workstation:To change CalendarIncident TrackingProblem identificationService RequestService Desk Analysts must perform multiple functions effectively and simultaneously. Duties of Service Desk Analysts may vary, but core responsibilities include the following: Manage Support Requests. 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. Resolve Technical Issues. Service Desk Analysts must resolve technical issues. In some organizations, they resolve these issues remotely. For certain common problems, such as installation and configuration problems, they provide users technical documentation so that they can better understand their systems. Accelerate Complex Cases. 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. Manage Service Documentation. Service Desk Analysts must maintain comprehensive records of issues relating to both software and hardware. Educational Requirements & Future Outlook. Service Desk Analysts must have some kind of degree in Computer Science or a related discipline. They can either work in the field or in-house. Fieldengineer.com is a platform that provides some of the best opportunities for freelance Service Desk Analysts, as it reaches across the world. Certifications. Service Desk Analyst positions called the as old way of entrance into information technology department for many professionals. Another way to make yourself stand out as a service desk professional is to authenticate your knowledge and skills by making one of below-mentioned service desk certifications. When it comes to Service Desk, there are many numbers of certificate and certification programs that focus more or less exclusively on the service desk functionality, and the different job roles it helps. The higher number of credentials that grace themselves as confirming technical support services are also accessible, where many such credentials emphases on sets of vendor platforms products and functions. Certifications, such as CompTIA, ITIL, and MCSA can help take your career to greater heights. Skills. Service desk analysts neutralize direct customer issues by support with technical knowledge to fix software and hardware problems. The organization usually hire applicants with at least an associate’s degree, along with the below skills:Technical expertise – as they regularly play a direct role in fixing a client’s problems, service technicians need excellent technical and system expertiseProblem-resolving abilities – service desk analysts are mainly problem-solvers, so they should be able to devise technical and original solutions to user problemsCommunication – operational message is key in this role since service desk analysts required to collect data about issues, prepare comprehensive notes and reports, and walk users through the stages they can take to fix software and hardware problemsTime administration – service desk analysts requires excellent time management aids and should be able to set priorities when covering multiple issuesTeam partnership – service desk analysts routinely work with other IT personnel to resolve user issues, so they need to collaborate with team members and coworkersSalary. As per Payscale salary estimates, Service Desk Analysts in the United States earn on average $45,470 per year. Part-time employment provides a great option for those looking to boost their career and future opportunities. FieldEngineer.com offers excellent and often exclusive opportunities for freelance Service Desk Analysts. How Field Engineer Can Help You. Are you looking for freelance employment in the global marketplace? Field Engineer is a unified digital platform that can help you anytime and anywhere. It will help you showcase your skills to the telecommunication industry from anywhere in the world. So, register here today and find the perfect opportunity. FieldEngineer.com currently supports more than 40,000 Field Engineers from 180+ countries across the world.Field Engineer hasService Desk AnalystJobs Available.Become an On-Demand EngineerSign Up & Find JobsHire On-Demand FreelanceService Desk Analystfrom Largest Talent Network.Hire a Freelance EngineerGet StartedBack to skills directoryReady to get started?Download our app to sign up and get started
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TitlehCaptcha solve page
Urlhttps://www.indeed.com/q-IT-Service-Desk-Analyst-jobs.html
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Result 4
TitleService Desk Analyst Job Description
Urlhttps://www.betterteam.com/service-desk-analyst-job-description
DescriptionLearn about the key requirements, duties, responsibilities, and skills that should be in a service desk analyst job description
Date
Organic Position4
H1Service Desk Analyst Job Description
H2Service Desk Analyst Job Description Template
Related Articles:
H3Service Desk Analyst Responsibilities:
Service Desk Analyst Requirements:
Help Desk Technician Job Description
Help Desk Specialist Job Description
Service Desk Analyst Interview Questions
Help Desk Technician Interview Questions
Help Desk Specialist Interview Questions
H2WithAnchorsService Desk Analyst Job Description Template
Related Articles:
BodyService Desk Analyst Job DescriptionLearn about the key requirements, duties, responsibilities, and skills that should be in a service desk analyst job description. Also known as help desk analysts, service desk analysts are IT professionals who help users resolve issues with computer technologies. They contribute to IT system optimization, communicate with clients to resolve technical issues, and ensure that personnel is able to utilize the systems and software that they need.Special Offer Try Betterteam for FREESend jobs to 100+ job boards with one submission Post Jobs for FREECompletely free trial, no card required.Reach over 250 million candidates.Service Desk Analyst Job Description Template. We are looking for a highly capable service desk analyst to assess and optimize the performance of our end-user IT systems and software. You will be analyzing the performance of IT systems, resolving IT equipment and software issues, and providing IT support to our clients and personnel.To ensure success as a service desk analyst, you should exhibit sound knowledge of IT system analysis and experience in an IT support role. A first-class service desk analyst will be someone whose IT expertise results in enhanced end-user support and system performance.Service Desk Analyst Responsibilities:. Testing and analyzing IT system and software performance.Resolving incoming client and personnel IT queries remotely via email and phone, or at the office.Prioritizing and resolving IT concerns and escalating serious issues to relevant stakeholders.Avoiding service interruptions by performing system installations, updates, and maintenance procedures.Preparing training manuals and FAQ materials for easy-access end-user guidance.Documenting processes and maintaining service desk records.Making recommendations to optimize IT performance and to prevent future problems.Collaborating with internal departments to ensure that IT needs are met.Keeping informed of advancements in IT.Service Desk Analyst Requirements:. Associate's or bachelor's degree in computer science, information systems, or similar.At least two years' experience in an IT performance analysis and end-user support role.In-depth and current knowledge of computer programs and hardware.Proficiency in customer relationship management (CRM) and task management software.Exceptional analytical and problem-solving skills.Advanced collaboration, communication, and interpersonal skills.Excellent organizational and time management skills.Related Articles:. Help Desk Technician Job Description. Learn about the key requirements, duties, responsibilities, and skills that should be in a help desk technician job description. Help Desk Specialist Job Description. Learn about the key requirements, duties, responsibilities, and skills that should be in a help desk specialist job description. Service Desk Analyst Interview Questions. Top 5 service desk analyst interview questions with detailed tips for both hiring managers and candidates. Help Desk Technician Interview Questions. Top 5 help desk technician interview questions with detailed tips for both hiring managers and candidates. Help Desk Specialist Interview Questions. Top 5 help desk specialist interview questions with detailed tips for both hiring managers and candidates.
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Result 5
TitleHow to become a Service Desk Analyst - Salary, Qualifications, skills & Reviews – SEEK
Urlhttps://www.seek.com.au/career-advice/role/service-desk-analyst
DescriptionThinking of becoming a Service Desk Analyst? Learn more about the role including real reviews and ratings from current Service Desk Analysts, common tasks and duties, how much Service Desk Analysts earn in your state, the skills current Employers are looking for and common education and career pathways
Date
Organic Position5
H1Service Desk Analyst
H2What's it like to be a Service Desk Analyst?
What can I earn as a Service Desk Analyst?
Latest Service Desk Analyst jobs on SEEK
How to become a Service Desk Analyst
Explore related qualifications
Skills and experience employers are looking for
Upskill with an online short course
Is Service Desk Analyst the right role for me?
Latest Service Desk Analyst reviews
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Read more from SEEK
H3SEEK users who have worked as a Service Desk Analyst have studied these qualifications
Bachelor of Information Technology
Bachelor of Computer Systems
Bachelor of Computer Science
Hi there, have any of these? Add your skills directly to your SEEK Profile
Get instant access to online training for these in-demand Service Desk Analyst skills
Job opportunities
H2WithAnchorsWhat's it like to be a Service Desk Analyst?
What can I earn as a Service Desk Analyst?
Latest Service Desk Analyst jobs on SEEK
How to become a Service Desk Analyst
Explore related qualifications
Skills and experience employers are looking for
Upskill with an online short course
Is Service Desk Analyst the right role for me?
Latest Service Desk Analyst reviews
Explore similar careers
Read more from SEEK
BodyService Desk AnalystProvide IT expertise and support to networks of users.Explore careersJob opportunities2,012Jobs in AUS right nowJob growth19.1%*Projected job growth in 5 yearsSalary$65kMost common salary Job satisfaction3.2What's it like to be a Service Desk Analyst?Service Desk Analysts are information technology (IT) professionals who provide technical support to users. They respond to incoming requests for IT support and resolve network, hardware and software issues with computers. They also perform technical maintenance and software installations and updates. Read lessService Desk Analysts have strong customer service skills and use an expert understanding of computer networking principals to troubleshoot issues. They work in the IT department of organisations in a broad range of industries.Hi there,Explore roles based on your skills and experience.Find out moreWhat can I earn as a Service Desk Analyst?AllNSWVICWAQLDTASSANTACTDid you find this helpful?Latest Service Desk Analyst jobs on SEEK . Service Desk Analyst1d agoyourtownCBD & Inner Suburbs > MiltonSeeking Service Desk Analysts with a background in IT and an exceptional customer service mindset - Milton based.Service Desk Analyst6h agoGROW SuperCBD, Inner West & Eastern Suburbs > Surry HillsWe are looking to change the way superannuation administration is managed, using blockchain technology to make it happenService Desk Analyst5h agoClicks IT RecruitmentCharlestownOpportunity to gain essential experience on a large scale IT Service Desk on a 12 month contractService Desk Analyst5h agoCoatesCBD, Inner West & Eastern Suburbs > MascotProvide infrastructure and applications service desk support to the Coates businessIT Service Desk Analyst2d agoColin Biggers & PaisleyCBD & Inner Suburbs > BrisbaneExciting opportunity for a service desk analyst to join our national IT teamService Desk Analyst10h agoPeoplebankParramatta & Western Suburbs > ParramattaService Desk Analyst to provide support, solving incidents in line with organizational requirements for a leading NSW Government Department.Service Desk Analyst7h agoMetricon HomesEastern Suburbs > Mount WaverleyProvide solutions and support for Level 1 technical issues to all Metricon employees. Strong customer service essential. Work from home and Mt Wave...Service Desk Analyst7h agoMetricon HomesEastern Suburbs > Mount WaverleyProvide solutions and support for Level 1 technical issues to all Metricon employees. Strong customer service essential. Work from home and Mt Wave...Service Desk Analyst2d agoService Stream GroupCBD & Inner Suburbs > MelbourneAn exciting opportunity has arisen for a Service Desk Analyst to join Service Stream in our Collin Street, Melbourne OfficeIT Support Desk Consultant3d agoAmericold LogisticsParramatta & Western Suburbs > ProspectAre you our next Service Desk specialist? EXCITING new position supporting our Sydney sites, interviews next week, commence ASAP!See all related jobs on SEEKSource: Full time annual package based on job ad data.How to become a Service Desk Analyst. You can work as a Service Desk Analyst without formal qualifications; however, employers may prefer candidates with IT qualifications.Complete a degree in computer systems, computer science, or information technology. This is usually a three-year full-time course. Entry requirements consist of high school year 12 or higher, with prerequisite subjects including maths and English.Aim to secure an internship or placement while studying. This will provide you with valuable work experience.Join the Australian Computer Society (ACS) while studying.Upon graduation, attain your ACS certification and undergo ongoing CPD.Explore related qualifications. SEEK users who have worked as a Service Desk Analyst have studied these qualifications.AllNSWVICWAQLDTASSANTACTBachelor of Information Technology. This degree gives you a grounding in a range of information technology areas and may allow you to specialise in an area of interest.Compare institutionsSee 26 institutions that offer this course in Australia and Online.Bachelor of Computer Systems. View course detailsSee 1 institution that offers this course in Australia.Bachelor of Computer Science. This qualification develops your computer science knowledge to prepare for a career in computer engineering or software development.Compare institutionsSee 16 institutions that offer this course in Australia and Online.Powered bySkills and experience employers are looking for. Hi there, have any of these? Add your skills directly to your SEEK Profile.Service DeskMicrosoft Active DirectoryMicrosoft Office 365ITIL FrameworkMicrosoft Windows 10CitrixInformation Technology Technical SupportHelpdesk SupportCustomer ServiceMicrosoft ProductsSkills listed in your SEEK Profile. Sign in or register to add skills to your SEEK ProfileSign inorRegisterBased on your skills, here are some roles to explore. Roles where your skills are commonly valued by employers.Sign in and add skills to your SEEK Profile, to see roles that match your skill-setDid you find this helpful?Source: SEEK job ads and SEEK Profile dataUpskill with an online short course. Get instant access to online training for these in-demand Service Desk Analyst skills. Is Service Desk Analyst the right role for me?Job market trends for Service Desk AnalystsAllNSWVICWAQLDTASSANTACTJob opportunities. Service Desk Analyst jobs on SEEK2,012Jobs on SEEK right nowSource: SEEK Source: SEEK job ads and SEEK Role ReviewsLatest Service Desk Analyst reviews. Latest reviews from 22 Service Desk Analysts surveyed on SEEKAllPositiveNegativeMay 2021Service desk analyst is very good role for new starter in IT and would recommend it to Every starter.Reviewer's QualificationMaster of Information and Communication TechnologyExperienceLess than a yearOrganisation sizeLarge (200+ employees)SpecialisationService Desk Analyst The good thingsThe service desk Analyst role is pretty good start for Person interested to start the career in IT environment so that the person can have the overall experience of level 1 and level 2 support so that...The challengesDealing with new ticketing system and resolving the issue in appropriate time frame based of SLA with user request.Read moreAug 2019IT Service Desk Analyst - bring your time management A gameReviewer's QualificationBachelor of Arts (History)Experience5 – 9 yearsOrganisation sizeLarge (200+ employees)SpecialisationWaste managementThe good thingsApplying your technical skills to solve a variety of end user computing issues every day. Satisfaction in getting people back up and running and able to perform their day to day role. Getting to lia...The challengesA SD analyst role can be challenging in a number of ways. Primarily is tests ones ability to manage time. Answering incoming calls are always the first priority. Fixing issues under time pressures ...Read more1234567Source: SEEK Role ReviewsExplore similar careers. Support AnalystMost common salary$70kSatisfactionSystems AdministratorMost common salary$90kSatisfactionApplications Support AnalystMost common salary$80kSatisfactionHelpdesk OfficerMost common salary$65kSatisfactionN/AIT Support OfficerMost common salary$70kSatisfactionSee all Information & Communication Technology careersSource: SEEK job ads and SEEK Profile dataRead more from SEEK. Left a job when things went bad? Here's how to explain it4 min read Applying for jobsFree resume templateTemplate Resources & templates4 steps to understanding your work’s diversity and inclusion policy3 min read Workplace tips & wellbeing
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TitleHow to Become A Service Desk Analyst: Step by Step Guide And Career Paths
Urlhttps://www.zippia.com/service-desk-analyst-jobs/
DescriptionA complete guide that will help you start your career as a Service Desk Analyst. Follow these essential steps to becoming a Service Desk Analyst. Learn about career path, skills, education, certifications and salary
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Organic Position7
H1How to Become a Service Desk Analyst
H2What is a Service Desk Analyst
Service Desk Analyst Career Paths
Average Salary for a Service Desk Analyst
Service Desk Analyst Resumes
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12 Service Desk Analyst RESUME EXAMPLES
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Service Desk Analyst Demographics
Service Desk Analyst Education
Check Jobs That Match To Your Education
Online Courses For Service Desk Analyst That You May Like
Top Skills For a Service Desk Analyst
12 Service Desk Analyst RESUME EXAMPLES
Best States For a Service Desk Analyst
How Do Service Desk Analyst Rate Their Jobs?
Top Service Desk Analyst Employers
Service Desk Analyst Videos
BodyHow to Become a Service Desk AnalystOverviewJobsSalaryResumeSkillsWhat They DoEducationCertificationsDemographicsBest StatesMore Remote JobsGet Alerts For Service Desk Analyst JobsOn This PageSkip to sectionOverviewOpen JobsCareer PathsAverage SalaryResume Examples & TemplatesMore DemographicsEducational RequirementsTop SkillsBest StatesEmployersVideosDemographicsEducational RequirementsTop SkillsBest StatesEmployersVideosWhat is a Service Desk Analyst. Service desk analysts are tasked with helping users resolve issues with computer hardware or software. They are information technology (IT) professionals who respond to user inquiries, assess problems and issues with IT equipment and applications. They also prioritize and resolve IT concerns and escalate serious issues to relevant stakeholders. Service desk analysts earn a median annual sum of $41,000 or $20 per hour. Service desk analysts provide technical care for any aspect of the IT unit, including system hardware, applications, etc. They provide assistance relating to work that may be outside the scope of their expertise. They also provide support relating to common incidents and may serve as a single point of contact for any system-related issue. Service desk analysts typically hold a bachelor's or associate's degree in computer science, information systems, or other related fields. Gaining a minimum of two years of experience in an IT performance analysis and end-user support role may prove advantageous in the long run. There is more than meets the eye when it comes to being a Service Desk Analyst. For example, did you know that they make an average of $19.31 an hour? That's $40,159 a year! Between 2018 and 2028, the career is expected to grow 0% and produce -7,300 job opportunities across the U.S. What Does a Service Desk Analyst Do. There are certain skills that many Service Desk Analysts have in order to accomplish their responsibilities. By taking a look through resumes, we were able to narrow down the most common skills for a person in this position. We discovered that a lot of resumes listed Communication skills, Integrity and Interpersonal skills.Learn more about what a Service Desk Analyst doesHow To Become a Service Desk Analyst. If you're interested in becoming a Service Desk Analyst, one of the first things to consider is how much education you need. We've determined that 50.1% of Service Desk Analysts have a bachelor's degree. In terms of higher education levels, we found that 3.9% of Service Desk Analysts have master's degrees. Even though most Service Desk Analysts have a college degree, it's possible to become one with only a high school degree or GED. Choosing the right major is always an important step when researching how to become a Service Desk Analyst. When we researched the most common majors for a Service Desk Analyst, we found that they most commonly earn Bachelor's Degree degrees or Associate Degree degrees. Other degrees that we often see on Service Desk Analyst resumes include High School Diploma degrees or Master's Degree degrees. You may find that experience in other jobs will help you become a Service Desk Analyst. In fact, many Service Desk Analyst jobs require experience in a role such as Technical Support Specialist. Meanwhile, many Service Desk Analysts also have previous career experience in roles such as Help Desk Analyst or Customer Service Representative. Show moreWhat is the right job for my career path?Tell us your goals and we'll match you with the right jobs to get there.See My JobsAverage Salary$40,1590Job Openings50,720Don't Have A Professional Resume?Create My ResumeService Desk Analyst Career Paths. As you move along in your career, you may start taking on more responsibilities or notice that you've taken on a leadership role. Using our career map, a Service Desk Analyst can determine their career goals through the career progression. For example, they could start out with a role such as Systems Administrator, progress to a title such as Network Engineer and then eventually end up with the title Information Technology Manager. Service Desk AnalystSystems AdministratorNetwork EngineerNetwork AdministratorInformation Technology Manager7 YearsSystems AdministratorConsultantProject Manager7 YearsSystems AdministratorConsultantProject ManagerOwner7 YearsTeam LeaderSupervisorAssistant ManagerAccount Manager5 YearsTeam LeaderSupervisorManagerService Manager6 YearsTeam LeaderManagerOwnerCo-Owner6 YearsShow MoreShareEmbed On Your WebsiteTop Careers Before Service Desk Analyst. Technical Support Specialist(170,595 Jobs)18.7 %Help Desk Analyst(84,187 Jobs)14.7 %Customer Service Representative(304,799 Jobs)9.0 %Show MoreSearch for these jobsTop Careers After Service Desk Analyst. Technical Support Specialist(170,595 Jobs)16.2 %Help Desk Analyst(84,187 Jobs)11.5 %Systems Administrator(143,377 Jobs)10.8 %Show MoreSearch for these jobsService Desk Analyst Jobs You Might Like. What is the right job for my career path?Tell us your goals and we'll match you with the rights job to get there.See my jobsCreate The Perfect ResumeOur resume builder tool will walk you through the process of creating a stand-out Service Desk Analyst resume.Create My Resume NowAverage Salary for a Service Desk Analyst. Service Desk Analysts in America make an average salary of $40,159 per year or $19 per hour. The top 10 percent makes over $54,000 per year, while the bottom 10 percent under $29,000 per year.Average Salary$40,159Find Your Salary EstimateHow much should you be earning as an Service Desk Analyst? Use Zippia's Salary Calculator to get an estimation of how much you should be earning.View Your SalarySee More Salary InformationCalculate your salary. Use Zippia's Salary Calculator to see how your pay matches up.CalculateService Desk Analyst Resumes. Designing and figuring out what to include on your resume can be tough, not to mention time-consuming. That's why we put together a guide that is designed to help you craft the perfect resume for becoming a Service Desk Analyst. If you're needing extra inspiration, take a look through our selection of templates that are specific to your job. Susan WarrenService Desk AnalystContact InformationNew Brunswick, NJ(450) [email protected] DeskCommunicationMedical RecordsLoan ApplicationsDatabaseAvailable ResourcesPotential CustomersSystem SupportEnd UserNew Product Descriptions  Employment HistoryService Desk Analyst2019 - PresentBristol-Myers SquibbNew Brunswick, NJHandle the initial client contact at the Scientific Service Desk via telephone, email, chat or portal.Acted as SME on software applications and effectively able to troubleshoot and provide tech support.Subject Matter Expert responsible for developing tools, techniques, procedures and documentation of IT components, both software and hardware.Service Desk Analyst2016 - 2019Dr. Leonard'sNew Brunswick, NJServed as a Customer Service Desk specialist at Kmart Corporations Sears Holding Worked with Money Orders and Western Union.Designed and integrated Windows environment with AS/400 systems to ensure optimal integration and information access.Employed Windows Client-Server architecture, Touch-screen & Wireless Mobile technologies.Call Center Specialist2013 - 2016Dr. Leonard'sNew Brunswick, NJInformed customers by mail and telephone of order information, such as unit prices, shipping dates and any anticipated delays.Met/exceeded sales goals and increased profits within a fast-paced retail setting.Answer telephone calls from potential customers who had been reached through QVC network.EducationBachelor's Degree Psychology2010 - 2013Rutgers, The State University of New JerseyNew Brunswick, NJ  Deborah HendersonService Desk AnalystContact InfoHouston, TX(670) [email protected] GoalsCompany WebsiteService DeskMacSetupProduct KnowledgeInformation TechnologySales InternTimely ResolutionAccount RepresentativesEmployment HistoryService Desk Analyst2019 - PresentHPHouston, TXAnswered helpdesk calls and resolved end user computer issues for government employees working with HUD via telephone and remote software.Administer all user accounts via Active Directory.Provided phone-based remote support services for network computer users (hardware and software diagnosis and technical resolution.Experience with Windows Server 2008 R2 administration.Administered Windows Server 2003 and 2008.Provided high-quality customer service, with an emphasis on meeting established SLA's and expectations of the organization.Systems Support Analyst2015 - 2019J. C. PenneyFrisco, TXDebug for software verses hardware issues.Provided troubleshooting and problem resolution for clients on intranet, NT and Unix server platforms.Executed setup and rollout of new equipment to end-users.Monitored projects from initiation through delivery; interfacing with Business Partners on technical and non-technical matters.Sales Internship2014 - 2015T-MobileFrisco, TXProvide customer service, tech support, activations, sales rep., and closing.Processed cell tower application requests dealing with logistics, customer service and communication between multiple departments.Lead a sales team of 12-20 members and guided them to consistently surpass sales goals.EducationBachelor's Degree Psychology2011 - 2014Ashford UniversitySan Diego, CA  James WestService Desk AnalystSan Francisco, CA(370) [email protected] Desk Analyst2016 - PresentWells Fargo•San Francisco, CAAssist in developing approach to imaging with Windows Server 2008/2012.Managed several implementation projects migrating 1000+ end users to new compliant devices.Used Wells Fargo ticket system to keep record of issues and fixes pertaining to software and hardware related issues.Used Active Directory - Fix issue and access.manage project management tasks related to sizing,purchasing,implementing infrastructure hardwareTechnical Support Analyst Lead2006 - 2016Symantec•Mountain View, CACollect error logs and messages to troubleshoot the install of product and provide a quick and precise solutions.Conduct inventory management of over 10 million dollars in hardware.Maintained Active Directory and other software accounts.Provide 3rd level support with network connectivity, switches, TCP/IP and DNS settings.Work Study Student (Part-Time)2004 - 2006DE ANZA COLLEGE•San Jose, CACrew Member Customer service, food preparation, stocking, maintenance.Operate personal computer, word processor, typewriter to prepare variety of correspondence.Entered students confidential information into the schools database.Maintained and updated files, databases, records, and other legal documents.SkillsService DeskBulletin BoardsDatabaseLevel SupportAdministrative TasksDesktopItsmComputer ProgramsLaptopsComputer SystemEducationBachelor's Degree Business2003 - 2006San Jose State University•San Jose, CA  Kimberly WilliamsService Desk AnalystEmployment HistoryService Desk Analyst2019 - PresentBoeingBellevue, WATrouble shoots desktop hardware to provide problem resolution for end users.Provided higher level unscripted callback, remote administration and support to end users at Boeing facilites worldwide.Deployed Windows NT, XP, and 7 OS with new hardware to 250 users in five locations.Prepared monthly journal entries, financial statements and micro controls.Used strong background in DOS, Windows 3.x, Hardware, and various NOS to provide support.Supported the PC/Mac Help Desk, troubleshooting hardware and software issues.Service Desk Specialist2009 - 2019T-MobileBellevue, WAMaintain daily performance of computer systems.Recommended procedure modifications or improvements Preserve and grow your knowledge of service desk procedures, products and services.Leasing Consultant2000 - 2009Equity ResidentialAtlanta, GAMaintained accurate records of files in computer database and excessive amounts of paper work and mail outs.Conduct competitive data analysis to determine comparative competitive advantage through market surveys.Provided accurate lease traffic data into the online property management system.Attained and exceeded required sales goals consistently throughout employment.EducationHigh School Diploma 2000 - 2000  Contact InformationBellevue, WA(510) [email protected] DeskInformation TechnologySetupPrintersBackground ChecksCustomer ServiceRenewal ProcessOSTroubleshootKey Performance Indicators  Roger WrightService Desk AnalystBoston, MA(770) [email protected] ResourcesPatienceCustomer ServiceService DeskActive DirectoryPerformance ReviewsWindowsIptvCustomer Accounts  Employment HistoryService Desk Analyst2020 - PresentVertex Pharmaceuticals•Boston, MASupport traveling and work at home users using Juniper Networks VPN software.Employed LANDesk Management Console to deploy software packages and provide remote troubleshooting to end users across a LAN connection.Performed data backup, restoration and post-migration configuration of all hardware/software.Processed new hire request via Active Directory: Account creation/share drive access/deletions.Help Desk Leader2018 - 2020The Computer Merchant•Boston, MAUsed Netbackup software and tape library backup through windows environment.Migrated data from old computer running Windows 98 to the new HP running Windows XP Pro.Unlocked / reset user network and VPN passwords in Active Directory for 3 Hyatt domains.Demonstrated ability to independently research, troubleshoot, and resolve complex issues.Provide on-line technical, hardware and software support for administrative software to colleges and universities, throughout the country.Technical Support Agent (Part-Time)2018 - 2018Grand Circle Travel•Boston, MAProvided friendly and proficient technical support to cable, internet, and phone service customers.Helped students and professors with hardware, software and printing issues through-out the campusTrouble shooting various client issues for customers.Executed Operating System platform migration from Windows NT 4.0 to Windows 2000 Pro and XP Pro.Answered customer questions regarding business account, discuss billing concerns, and manage features on account, such as call forwarding.EducationSome College Courses English2018 - 2018University of Massachusetts Boston•Boston, MA Margaret GonzalezService Desk AnalystPortland, OR  |  (570) 555-0230  |  [email protected]:Service Desk Analyst | Kroger | Portland, OR | 2019 - PresentProvided phone support from steady incoming calls at service desk.Provided excellent, quality customer service.Record and maintain hardware inventories.Installed and setup Cisco IP Phones.Identify, diagnose, document and as possible complete all service desk requests for hardware and software support.Pc/Lan Analyst | Robert Half International | Portland, OR | 2016 - 2019Escalate hardware issues to Field Technicians.Decommission out dated hardware and software and prepare for shipping.Guided internal end users in the proper use of equipment and procedures.Corrected network, hardware, software, desktop and laptop related problems with all NCM Associates.Contract position for Gensler providing Service Desk and Desktop Support.Analyzed the requirements for end users and assisted in implementing a recommended approach for hardware, software and enhancements.Travel Agent | BCD Travel | Portland, OR | 2007 - 2016Booked flights, hotels & cars as well as passport and visa processing, this was on Apollo.Have worked handling High Profile VIPS, as well as working with other types of clients.Prepare air, car, and hotel reservations using the Apollo reservation computer system.SkillsService DeskSccmManagement SystemKey Performance IndicatorsRoutersBusiness TravelInfrastructureTrouble TicketsPotential CustomersDesk SupportEducation:Certificate | Western Washington University | Bellingham, WA | 2006 - 2007Major: BusinessDoris HawkinsService Desk AnalystDayton, OH(570) [email protected]:2016 - PresentService Desk Analyst / Miami Valley Hospital / Dayton, OHUsed diagnostic tools to troubleshoot equipment failures and replaces faulty components such as power supplies and monitors, etc.Disposed of hardware while maintaining patient confidentiality.Assisted in maintaining standards and procedures as related to Service Desk including Service Level and Production Support Agreements.Provide support for Ambulatory end user during go-live.Have answered technical how to questions on Windows OS PC's and applications in a corporate environment.Supported Windows NT user community of 600 with all software, hardware and network interface issues.2015 - 2016Senior Help Desk Specialist / NCR / Dayton, OHUsed Mainframe to dial into stores to troubleshoot, changed applications, and network servers and terminal information.Maintained team sites using Microsoft SharePoint.Help support the setup, installation, and configuration of desktop hardware and software.Initiated multiple procedural changes to the hardware manual guide to improve the overall effectiveness.2014 - 2015Administrative Receptionist / Robert Half International / Minneapolis, MNSet up conference calls & web casts.Prepared and edited PowerPoint presentations, as well as, creating excel spreadsheets.Process incoming and outgoing mail and distribute to appropriate personnel.Process and prepare all purchase orders and requests; maintain vendor maintenance; logistics and shipping data.SkillsGreeting Visitors, Metrics, Statistical Data, Conference Room, Hardware, Service Desk, Windows, Customer Service, Personal Computers, SetupEducation:2014 - 2014High School Diploma Kayla ArnoldService Desk AnalystLos Angeles, CA(910) [email protected] Desk Analyst, The Walt Disney Company - Los Angeles, CA2020 - PresentPerformed hardware rebuilds and recovered data.Service Desk Analyst, Best Buy - Los Angeles, CA2015 - 2020Document, maintain, upgrade or replace hardware and software systems.Performed software and hardware installations and upgrade on Mac OS X environment.Support all corporate devices hardware and software Troubleshoot common and complex end user issues.Installed and configured software applications (MS Office [ ] Acrobat).Customer Specialist, Best Buy - Los Angeles, CA2013 - 2015Retail sales, assist customers in making purchase selections, warehouse MHE operation, merchandising, stockingDemonstrated an in-depth knowledge of products with ability to convey knowledge to others Trained employees on product details and interpersonal communication stylesComplete the accurate processing of all transactions.SkillsSales GoalsAssuranceCustomer RelationsCommunicationLinuxTimely ResolutionCustomer ProblemsBackground ChecksCustomer OrdersTelephone CallsEducationHigh School Diploma2013 - 2013Patrick PetersonService Desk AnalystNew York, NY(430) [email protected] Desk Analyst, Citi, New York, NY2019 - PresentContacted hardware and software vendors for betas, new software, updates, hardware and software issues and repairs.Provide Level Two support for company owned POS software.Assisted in strategy development to meet future hardware needs, writing technical specifications for purchases.Lead Support Analyst, Citi, New York, NY2014 - 2019Ensured adherence to all audit policies and procedures.Record all problem calls in Track-It repository as trouble tickets.Install and Configure Workstations with Windows XP and Windows 7.Administrative Receptionist (Part-Time), Goldman Sachs, New York, NY2013 - 2014Update and correct firm's database of client accounts.Provide support for 3 Managing Directors and 1 Director Edit PowerPoint presentations Answer calls Respond to emails ResearchMaintained headcount reporting, organizational charts, and department global distribution lists.Assist with miscellaneous administrative tasks during peak business season.Develop and oversee fiscal and human resource processes, ensuring compliance with university policies, procedures, and internal controls.SkillsSQLScheduling AppointmentsMeeting RoomsDatabaseTaking MessagesPowerpointPurchase OrdersBackupLegal DocumentsOSEducation2012 - 2014Associate's Degree Communication, New York UniversityNew York, NYAbigail HallService Desk AnalystAlpharetta, GA  |  (410) 555-4281  |  [email protected] History:IBM - Alpharetta, GA2019 - PresentService Desk AnalystAssisted with SAP Implementation (SAP GUI, printers and troubleshooting).Walked users through problems such as OS, hardware and MS Office issues via remote access.Siemens - Alpharetta, GA2018 - 2019Pc/Lan AnalystProvided Hardware diagnostics, troubleshooting and parts replacement on Desktops, Laptops, Tablets and Servers in a PC/Network environment.Managed all aspects of a successful systems migration from Windows XP to Windows 7.Performed IT hardware installation services for the U.S. House of Representatives.Updated and published Internet/Intranet helpdesk team's website to State Farm Intranet.MEDIA.COM - Colorado Springs, CO2016 - 2018Work Study StudentConduct Internet research and scan documents for commercial bids.Facilitated procedures of the awards program and acquired knowledge regarding licensing for performing rightsKey professional who consistently updates the Material Safety Data Sheets (MSDS) database accurately, and in a timely manner.Education:Colorado Technical University - Colorado Springs, CO2013 - 2016Bachelor's Degree BusinessMichael KnightService Desk AnalystPhone (630) 555-9317Address Odessa, TXE-mail [email protected] - PresentService Desk AnalystSTAFFING RESOURCE GROUP · Odessa, TXProvided helpdesk support, Hardware deployment Surface Pro 4's, Windows 7- Laptops/Desktops.Resolved these cases involving Exchange Online, SharePoint Online, LiveMeeting Online, and Office Communicator Online technologies.Managed the Backup system for enterprise network using Veritas.Upgraded computers to Windows 7 for the base-wide upgrade project at Joint Base Andrews.Operated as service point-of-contact for help-desk, helping to diagnose, troubleshoot, and resolve approximately 8 tickets per day.2018 - 2020Computer Support AnalystTelvista · Odessa, TXCharged with taking incoming calls from Verizon Business DSL customers and troubleshooting their internet and basic networking issues.Develop, maintain, and deploy the organization's Active Directory.Experienced in personal computers and standard office equipment.Assist customers isolate and resolve hardware and software concerns with Blackberry, Android, and Windows Mobile devices.2017 - 2018Technical Support AgentTelvista · Odessa, TXSet up and maintained a laboratory to simulate and reproduce customer problems.Process of fixing their software, hardware or network problems.Charged with taking incoming calls from Verizon Business DSL customers and troubleshooting their internet and basic networking issues.Receive trouble tickets through Altiris trouble ticket system.SkillsEmailVerizonUser AccountsComplex Technical IssuesAppleEnd UserActive DirectoryMacHardwareUser InterfaceEducation2016 - 2017Certificate PsychologyNew York University · New York, NYKayla RiceService Desk AnalystPhone: (960) 555-0827Email: [email protected]: Richmond, VAEmployment HistoryService Desk Analyst2020 - PresentBank of America · Richmond, VAIdentify personal computer hardware problems and dispatch for replacement of defective components.Deploy Cisco phones and troubleshoot telephony and blackberry issues.Senior Desktop Analyst2014 - 2020Bank of America · Richmond, VATrained approximately 350 Mac users to use Windows in order to meet regulations training.Provided support for Windows XP/7 and MS Office 2007/2010.Maintained knowledge of core desktop applications provided to end-users.Work Study Student2012 - 2014Howard University · College Park, MDMaintain vehicles, medical,communication equipment, and replenish first-aid equipment and supplies.Ensured standards of customer service were met.SkillsVPNChemistryDesktopHardwareCustomer ServiceActive DirectoryService DeskMacImportant DocumentsFood PreparationEducationCertificate Accounting2011 - 2012University of Maryland - College Park · College Park, MDCreate My Free ResumeBuild a professional resume in minutes using this template.Create My Resume NowLearn How To Write a Service Desk Analyst ResumeAt Zippia, we went through countless Service Desk Analyst resumes and compiled some information about how to optimize them. Here are some suggestions based on what we found, divided by the individual sections of the resume itself.View Service Desk Analyst Resume Examples And TemplatesService Desk Analyst Demographics. Compare JobsCompare JobsService Desk Analyst Gender Statistics. male69.2 %female27.2 %unknown3.6 %Service Desk Analyst Ethnicity Statistics. White54.8 %Hispanic or Latino17.1 %Black or African American12.4 %Show MoreService Desk Analyst Foreign Languages Spoken Statistics. Spanish50.4 %French11.4 %Portuguese6.5 %Show MoreFind the best Service Desk Analyst job for youSearchService Desk Analyst Jobs You Might Like. High Paying Service Desk Analyst Jobs - $54K and UpSearch jobs near Ashburn, VAWork From Home Service Desk Analyst JobsFind Online, Remote, Telecommute Service Desk Analyst JobsEntry Level Service Desk Analyst JobsLittle to no experience requiredPart Time Service Desk Analyst JobsPart Time Jobs Hiring NowActively HiringService Desk Analyst jobs added within last 7 daysNo Degree Service Desk Analyst JobsSearch jobs with no degree requiredShow More Service Desk Analyst DemographicsCreate The Perfect ResumeOur resume builder tool will walk you through the process of creating a stand-out Service Desk Analyst resume.Create My Resume NowService Desk Analyst Education. Compare JobsCompare JobsService Desk Analyst Majors. Information Technology17.0 %Computer Information Systems14.7 %Computer Science13.0 %Show MoreService Desk Analyst Degrees. Bachelors50.1 %Associate34.3 %High School Diploma5.5 %Show MoreCheck Jobs That Match To Your Education. NoneHigh School / GEDAssociateBachelor'sMaster'sDoctorateShow More Service Desk Analyst Education RequirementsFind the best Service Desk Analyst job for youSearchService Desk Analyst Jobs You Might Like. High Paying Service Desk Analyst Jobs - $54K and UpSearch jobs near Ashburn, VAWork From Home Service Desk Analyst JobsFind Online, Remote, Telecommute Service Desk Analyst JobsEntry Level Service Desk Analyst JobsLittle to no experience requiredPart Time Service Desk Analyst JobsPart Time Jobs Hiring NowActively HiringService Desk Analyst jobs added within last 7 daysNo Degree Service Desk Analyst JobsSearch jobs with no degree requiredOnline Courses For Service Desk Analyst That You May Like. Service Desk Analyst Crash course for beginners.4.5(284)Get Hands-On Experience for following JOB roles - Service Desk Analyst IT Help Desk Professional L1 IT Support GSD...View Details on UdemyHelp Desk Analyst4.3(314)Boost your career with this course, pass the e-Learning course, and achieve your Help Desk Analyst certificate...View Details on UdemyIT service operations and Service Desk management4.2(544)Improve Service Desk and IT support processes and service functions. Better preparation for the professional exam...View Details on UdemyShow More Service Desk Analyst CoursesJob type you wantFull TimePart TimeInternshipTemporaryTop Skills For a Service Desk Analyst. The skills section on your resume can be almost as important as the experience section, so you want it to be an accurate portrayal of what you can do. Luckily, we've found all of the skills you'll need so even if you don't have these skills yet, you know what you need to work on. Out of all the resumes we looked through, 12.9% of Service Desk Analysts listed Customer Service on their resume, but soft skills such as Communication skills and Integrity are important as well. Customer Service, 12.9%Service Desk, 11.3%Technical Support, 7.9%Email, 7.1%Active Directory, 4.9%Other Skills, 55.9%See All Service Desk Analyst Skills12 Service Desk Analyst RESUME EXAMPLES. Build a professional service desk analyst resume in minutes. Browse through our resume examples to identify the best way to word your resume. Then choose from 12+ resume templates to create your service desk analyst resume.Build My Resume NowBest States For a Service Desk Analyst. Some places are better than others when it comes to starting a career as a Service Desk Analyst. The best states for people in this position are New York, California, Massachusetts, and Oregon. Service Desk Analysts make the most in New York with an average salary of $61,452. Whereas in California and Massachusetts, they would average $58,357 and $56,062, respectively. While Service Desk Analysts would only make an average of $54,292 in Oregon, you would still make more there than in the rest of the country. We determined these as the best states based on job availability and pay. By finding the median salary, cost of living, and using the Bureau of Labor Statistics' Location Quotient, we narrowed down our list of states to these four. 1. New YorkTotal Service Desk Analyst Jobs:1,159Highest 10% Earn:$90,000Location Quotient:1.15 Location Quotient is a measure used by the Bureau of Labor Statistics (BLS) to determine how concentrated a certain industry is in a single state compared to the nation as a whole. You can read more about how BLS calculates location quotients here$61,452Avg. SalaryView 1,159 Service Desk Analyst Jobs2. CaliforniaTotal Service Desk Analyst Jobs:2,490Highest 10% Earn:$83,000Location Quotient:1.08 Location Quotient is a measure used by the Bureau of Labor Statistics (BLS) to determine how concentrated a certain industry is in a single state compared to the nation as a whole. You can read more about how BLS calculates location quotients here$58,357Avg. SalaryView 2,490 Service Desk Analyst Jobs3. Rhode IslandTotal Service Desk Analyst Jobs:96Highest 10% Earn:$76,000Location Quotient:1.01 Location Quotient is a measure used by the Bureau of Labor Statistics (BLS) to determine how concentrated a certain industry is in a single state compared to the nation as a whole. You can read more about how BLS calculates location quotients here$53,010Avg. SalaryView 96 Service Desk Analyst JobsFull List Of Best States For Service Desk AnalystsHow Do Service Desk Analyst Rate Their Jobs?Top Service Desk Analyst Employers. We've made finding a great employer to work for easy by doing the hard work for you. We looked into employers that employ Service Desk Analysts and discovered their number of Service Desk Analyst opportunities and average salary. Through our research, we concluded that CareTech Solutions was the best, especially with an average salary of $39,062. Intelliteach follows up with an average salary of $40,159, and then comes CompuCom Systems with an average of $40,159. In addition, we know most people would rather work from home. So instead of having to change careers, we identified the best employers for remote work as a Service Desk Analyst. The employers include MUFG Americas Holdings, VMware, and Universal Technical Institute RankCompanyZippia ScoreAverage Service Desk Analyst SalaryAverage Salary11.Genentech4.5$75,93122.Dell4.9$69,54333.Lockheed Martin4.9$63,90644.Insight Enterprises4.8$61,96355.IBM4.8$60,07766.Science Applications International4.8$59,347Show MoreService Desk Analyst Videos. A Day In The Life of Help DeskA Day in the Life of an IT Help Desk ManagerService Desk Analyst Related Careers. Become an AnalystBecome a Desk Support TechnicianBecome a Desktop Support AnalystBecome a Desktop Support ConsultantBecome a Desktop Support SpecialistBecome a Desktop Support TechnicianBecome a Desktop/Network SupportBecome a Guest Services AgentBecome a Help Desk AnalystBecome a Help Desk CoordinatorBecome a Help Desk RepresentativeBecome a Help Desk SpecialistBecome an Information Systems TechnicianBecome an Information Technology TechnicianBecome an Information Technology/Support TechnicianService Desk Analyst Related Jobs. Analyst JobsDesk Support Technician JobsDesktop Support Analyst JobsDesktop Support Consultant JobsDesktop Support Specialist JobsDesktop Support Technician JobsDesktop/Network Support JobsGuest Services Agent JobsHelp Desk Analyst JobsHelp Desk Coordinator JobsHelp Desk Representative JobsHelp Desk Specialist JobsInformation Systems Technician JobsInformation Technology Technician JobsInformation Technology/Support Technician JobsWhat Similar Roles Do. What an Analyst DoesWhat a Desk Support Technician DoesWhat a Desktop Support Analyst DoesWhat a Desktop Support Consultant DoesWhat a Desktop Support Specialist DoesWhat a Desktop Support Technician DoesWhat a Desktop/Network Support DoesWhat a Guest Services Agent DoesWhat a Help Desk Analyst DoesWhat a Help Desk Coordinator DoesWhat a Help Desk Representative DoesWhat a Help Desk Specialist DoesWhat an Information Systems Technician DoesWhat an Information Technology Technician DoesWhat an Information Technology/Support Technician DoesResume For Related Jobs. Analyst ResumeDesk Support Technician ResumeDesktop Support Analyst ResumeDesktop Support Consultant ResumeDesktop Support Specialist ResumeDesktop Support Technician ResumeDesktop/Network Support ResumeGuest Services Agent ResumeHelp Desk Analyst ResumeHelp Desk Coordinator ResumeHelp Desk Representative ResumeHelp Desk Specialist ResumeInformation Systems Technician ResumeInformation Technology Technician ResumeInformation Technology/Support Technician ResumePrevious:Service Desk Analyst OverviewNext: Service Desk Analyst OverviewZippia CareersOffice and Administrative IndustryService Desk AnalystUpdated August 18, 2021
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Result 8
TitleService Desk Analyst Resume Examples | JobHero
Urlhttps://www.jobhero.com/resume/examples/customer-service/service-desk-analyst
DescriptionFind the best Service Desk Analyst resume examples to help you improve your own resume. Each resume is hand-picked from our large database of real resumes
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H1Service Desk Analyst Resume Examples
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Top Service Desk Analyst Resume Templates
Service Desk Analyst Duties and Responsibilities
Service Desk Analyst Skills and Qualifications
Service Desk Analyst Education and Training
Service Desk Analyst Salary and Outlook
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H2WithAnchorsHigh Quality
Expert Approved
Diverse Examples
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Telephony Analyst / Service Desk Analyst
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External Service Desk Analyst
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Top Service Desk Analyst Resume Templates
Service Desk Analyst Duties and Responsibilities
Service Desk Analyst Skills and Qualifications
Service Desk Analyst Education and Training
Service Desk Analyst Salary and Outlook
Helpful Resources
Create your own professional resume in just minutes
BodyService Desk Analyst Resume Examples Service Desk Analysts answer employees' technology-related questions and strategize more favorable results. Sample resumes in this field indicate such skills as opening service requests, facilitating the transfer of calls between operational units, and updating service requests to resolution by working with the Service Desk Analyst to identify the correct course of action within SLA time frames. For this position, aspiring Service Desk Analysts should be able to show prior experience providing telephone-based technical support and/or desk side technical support on their resumes. Looking for cover letter ideas? See our sample Service Desk Analyst Cover Letter.Find out what is the best resume for you in our Ultimate Resume Format Guide. Edit This Resume Rate This Template: 4.3 / 5 ( 388 Reviews ) Featured in: High Quality. The best examples from thousands of real-world resumes Expert Approved. Handpicked by resume experts based on rigorous standards Diverse Examples. Tailored for various backgrounds and experience levels Filter: Years At This Job 0 - 5 years 6 - 10 years 10+ years No results found Candidate Info. 8 years in workforce 3 years at this job Service Desk Analyst. Provided technical support for first call resolution of 75+ reported issues weekly via telephone, email, and remote desktop control Created 100+ knowledge base solutions for client specific troubleshooting i.e. operating procedures, policies, etc.Achieved 85% high first call resolution on a monthly basis and 90% customer satisfaction rateTrained 35 new employees on responding to calls appropriately and company standardsPerformed quality assurance check of tickets processed by team Candidate Info. 23 years in workforce 5 years at this job HS High School Diploma Telephony Analyst / Service Desk Analyst. Provided technical support to callers by researching and answering communications questions; resolving problems; providing resources. Resolved issues by researching documentation; troubleshooting hardware, software, guiding client through corrective steps; escalating problems to second level; tracked status of problems and solutions.Established service by walking callers through new installations and configurations.Improved caller capabilities by providing additional documentation; recommending training courses.Maintained help desk database by entering caller statistics, inquiries, and responsesImproved help desk results by recommending changes in information and processing.Updated job knowledge by tracking and understanding emerging practices and standards; participated in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations. Candidate Info. 14 years in workforce 3 years at this job BBA Computer Information Systems Service Desk Analyst. Helpdesk technician, hired permanently from contract position due to outstanding work ethic, who managed client's service requests/incidents locally and remotely in a timely manner. Provided exceptional customer service while achieving the company mission. Documented and tracked all received requests in incident management system.Collected and updated data to assist with customer issues and concerns.Assisted with software installations.Provided inter-departmental collaboration by escalating unresolved issues to appropriate support functions.Steered negotiations of pricing with customers regarding open item products.Identified priority calls and highlighted potential problems, ensuring that targets are met in line with tight key performance indicators. Candidate Info. 14 years in workforce 2 years at this job Business External Service Desk Analyst. Researched complex issue's regarding programs and changes throughout the company. Assisted participants of wellness programs via telephone in call center environment (inbound calls) and email with issues regarding the wellness portal.Provided technical support for client services.Troubleshot performance issues on mobile devices regarding the installation and utilization of company specific applications and other web portal related issues for Participants and client managers.Diagnosed incidents and described accurately to developers technical issues for correction beyond our departmental scope.Documented all inquiries within CA Service Desk Manager Management system, followed appropriate guidelines. For notepad documentation, and assigned cases accordingly.Exceed 90% average Customer Call Audit Scores. Candidate Info. 7 years in workforce 3 years at this job AS Computer Network Technology Service Desk Analyst. Supported 11,000+ internal/external users requiring assistance with operating systems and software packages, including many internal/proprietary systems and applications Used Remedy and ServiceNow call tracking systems to log, track and manage Incidents and Service Requests.Managed over 10,000 Incidents/Requests per year, maintaining an overall resolution rate of 45-50%.Employed experience and training to troubleshoot software and hardware problems via email and telephone, utilizing remote support tools such as Timbuktu Pro and Bomgar.Administered and supported remote access (Cisco IPSec VPN & Juniper SSL VPN), as well as administered and supported RSA SecurID access issues.Performed password administration and access support for Active Directory, PeopleSoft and a number of internal/proprietary systems and applications. Candidate Info. 10 years in workforce 8 months at this job AAS Interactive Media Design BA Information Technology Tier 1 Service Desk Analyst. Tier 1 Service Desk Team Lead Supervised thirty Tier 1 Service Desk AnalystActed as subject matter expert for tier 1 and 2 issue assignmentAssisted in the creation of Analyst onboarding training curriculum concerning Remedy on Demand and supported software and troubleshooting methodsParticipated in ticket escalation process to expedite resolution of issuesManaged schedules for thirty Tier 1 Service Desk AnalystCreated Analyst performance reports and delivered them to senior management Candidate Info. 5 years in workforce 11 months at this job Information Technology Service Desk Analyst Consultant. Quickly and conscientiously handled incoming communication to the Service Desk including phone calls and e-mail Documented thoroughly all incidents in Service Now. Relate, link, and assign incidents to the appropriate teams and escalate when systemic issues when neededInstalled, modified, and repaired hospital softwareManaged Sentillion Vergence configuration for doctors and nurses hospital wideCreated the IT Service Desk New Hire ManualMaintained daily performance of computer systems and hospital mobile devicesWalked customers through problem solving processesHeld a 3 months record of second place most resolved incidents Candidate Info. 11 years in workforce 2 years at this job AS Business Administration BS Bachelor of Science Lead Service Desk Analyst / Trainer. Provided Lead Analyst Support to over 5000 users. Prioritized and implemented requested changes to Healthcare systems, Allscripts and in-house applications.Troubleshooted Exchange 2010/Outlook 2010 mailbox and connectivity to solve user and server problems.Created, delegated and monitored Remedy, depending on the nature of the reported problems.Identified/resolved healthcare proprietary systems - specific application issues such as EPIC EMR, Cerner EMR, SDK, Softmed, SCM, MDLink, and YNHH Clinicals Portals.Resolved technical complications for users with remote support strategies GoTo Assist and LANDesk Remote Tool. Candidate Info. 3 years in workforce 2 months at this job BS Criminal Justice MA Informatics Service Desk Analyst I. Provided technical support to Stores via inbound & outbound calls, as well as the Service Desk email/voicemail. Provided technical support for corporate users to include setting up computers, passwords, rights and responsibilities using Active Directory (Computers and Users).Notified customer of issue status and follows-up with customers to ensure problems have been resolved satisfactorily.Configured and installed software for end-users' desktops, scanners, terminals, and pos equipment.Performed password resets, break fix, printer support, network connectivity and VOIP troubleshooting.Created tickets in HEAT ticketing system and followed up on tickets to provide resolutions for end users. Candidate Info. 5 years in workforce 1 year at this job HS High School Diploma AAS Photography Service Desk Analyst. Used Remedy ticketing system to document client issues, escalations, and solutions. Used I3 to maintain client queues and answer calls in a timely manner.Assisted 7 different clients in resolving technology-related problems such as software, hardware, mobile devices, and internet connectivity.Worked in a self-motivated environment with frequent changes in policies and procedures.Applied critical thinking to solve problems that did not have documentation.Provided daily callbacks to customers to ensure that issues were resolved or escalated. Candidate Info. 5 years in workforce 2 years at this job HS Liberal Arts And Theology Service Desk Analyst - Shift Lead. Supervised shift responsibilities for 32 associates on a technical service desk Utilized tools such as Remedy 7.6 and Service Now to document customer incidents quickly and effectivelyScheduled onsite technicians to repair or replace faulty hardwareProvided NetOp remote assistance to install drivers, resolve network conflicts, and troubleshoot incidentsTrained and helped establish a 100+ person call center in Mexico City Candidate Info. 18 years in workforce 3 years at this job Service Desk Analyst II. Resolving problems upon first contact and referring requests that require application owners or desk side assistance to the appropriate teams. Software and hardware, such as application problems, printing or network connectivity issues.Recommended and performed actions to correct problems based on knowledge of system. Researched and provided confident, accurate solutions to user problems on a timely basis.Evaluate and prioritize tickets effectively escalating and documenting all support calls to a higher level. Maintain the call tracking system and KB through the input of resolutions to issues and/or tracking issues that are escalated to a higher level.Acquired and maintained a highly competent knowledge of relevant products, current support policies, and methods of support delivery.Provided application support for all firm applications including document management software, user accounts in AD, firm images. Candidate Info. 9 years in workforce 6 years at this job BS Computer Information Systems Software/service Desk Analyst. Analyze and QA enterprise level custom software and lead communication channels to all stakeholders. Lead analyst in charge of automating commonly used task within Christie Managed Services.In charge of performaing maintenance task to high-traffic hardware systems.Worked closely with management in order to increase efficieny and responsiveness of internal QA procesees.Executed test cases and logged defect in Quality Center/ Documented requirements in Quality Center.Worked as a lead in my team, like training my co-worker, sending the status report to my managers in my team, for critical issues communicated with the developer and business, and wrote test plan for the projects, trained the business on Quality Center.Applications: Amdocs, JDE Edwards Enterprise, VM Ware, SQL Server and all major web browsersEnvironments/Systems: Windows XP, Windows 2000, Linux, Sun Solaris, UNIX. Candidate Info. 7 years in workforce 3 years at this job HS High School Diploma Tier 1 Service Desk Analyst. Diagnose, troubleshoot, and resolve a range of software, hardware, and connectivity issues. Excel in asking probing questions and researching, analyzing, and rectifying problems. Routinely exceed call-handling goals, closing an average of 50 calls daily with an 80% first call resolution ratio and an average talk-time of 6.5 minutes.Collaborated with Tier II and Tier III help desk peers to resolve complex problems that required escalation. Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolution.Providing technical support for numerous software's and applications.Assisting end users with application and Active Directory password resets.Assesses, assigns priority/severity, and responds to situations where standard procedures have failed in isolation or fixing problems them to rapid resolution or escalation of more than 50 tickets daily. Candidate Info. 14 years in workforce 9 years at this job Computer Science Service Desk Analyst II. First point of contact for 2500 users. Representing one of the nations largest power companies. Problem-solved issues with pc Duke internal clients hardware and software.Responsible for granting access for shared id's and active directory shared drives.Used Bomgar Remote pc connected to assist with Live Chat Support.Selected to create new procedures to improve department productivity and train new team members.Escalated issues as needed and maintained communication with customer and Technical teams. Extensively utilized Remedy to record and track issues.Achieved highest levels of productivity, handled over 1,000 calls per week averaging 60+ calls daily.Consistently recognized for Superior Performance and Customer Service Candidate Info. 13 years in workforce 4 years at this job AAA Associate of Applied Arts AS Information Technology BS Technical Management IT Service Desk Analyst. Assisted in resolving various technical issues and processes in a timely manner that is easily understood globally by internal and external users. Provided excellent troubleshooting support with iManage Desksite, Filesite, Worksite; break-fix issues and how to support.Provided support for Legal Operations, attorneys, paralegals and support staff utilizing iManage Desksite.Provided important troubleshooting information and documentation to other members in the Service Desk to help maintain our 73% first call resolution.Highly knowledgeable of Word, Excel, and PowerPoint formatting. Expanded knowledge with styles, table of contents, numbering, tables, and formulas.Provided assistance with the roll out of the BYOD (Bring Your Own Device) project. Setup 100 plus users with Good and RSA on IOS, Android and Windows devices.Assisted with the roll out of the Windows 7 project; aided with imaging 500 plus workstations in the Chicago office.Created user accounts for Webex, RSA, and File Transfer Protocol.Troubleshoot various issues with VPN and Citrix environment.Achieved 78 percent first call resolution and helped reduced wait times by a significant amount while handling over 800 plus calls per month and averaging 50 plus calls daily. Candidate Info. 12 years in workforce 3 years at this job AS Network Systems Administration Level 1 Service Desk Analyst. Provided Service Desk support for Best Buy global operations. Resolved complex problems according to escalation procedures.Reported enhancement requests and defects received from customers.Provided input to escalation departments, through proper escalation procedures.Assisted users with commercial software and mission-critical system issues.Participated in the continuous improvement of Service Desk processes. Candidate Info. 17 years in workforce 3 months at this job Service Desk Analyst. Managed the Network Operations Center, performing scheduled network and applications checks to ensure continued end-user functionality and data integrity Provided technical solutions support to local office personnel and Remote VPN UsersPerformed all adds, moves, and terminations for all user Active Directory and Exchange Accounts, including Password changes, rights and access permissions, and user set-up and deletionCreated policies and procedures documentation, processed all Requests for Quote, and Purchase Orders for Network Operations and Service Desk Candidate Info. 10 years in workforce 3 years at this job C Microcomputer Technology Service Desk Analyst. Creatively provided students, faculty, and staff with first level support of various Windows software and hardware. Volunteered to create and implement tutorials to simplify problem solving tasks for helpdesk technicians.Communicated and escalated network, academic support software, and audio visual service issues to site technicians and management.Utilized Active Directory for the implementation of Group Policy to define, create and implement corporate wide security standards in relation to system core infrastructure.Numerous training and educating provided to end-users via RDP, Phone & Email on areas such as Computer Spyware, Computer Installation and Configuration, the Internet, Wireless, Day-to-Day Computer maintenance and navigating through Windows 7 & 8. Candidate Info. 8 years in workforce 3 years at this job BS Technology Management Service Desk Analyst. Served as a point of contact between IT and facility staff. Ensured they were aware of any network outages or new software implementations designed by division. Analyzed access related issues for employees using medical related applications and resolved the access incidents in a timely manner.Ensured a positive customer support experience for every ticket request given in order to maintain an all-around hospital functionality.Assisted in the integration process from Windows XP to Windows 7 for over 50 different hospital facilities from Florida to South CarolinaImaged PC's with different software needed to provide other service desk analysts with software utilized to push software packages onto faculty PC's, iPads & iPhones.Conducted remote access for physicians in order to assist in medical related software using Citrix Applications and setting up their PC to utilize remote desktop connections.Assisted in IT support at the Medical Center of Trinity Hospital in order to assist with facility IT-related incidents, access, & implementations.Trained several service desk analysts within division and ensured these analysts were fully educated in the process flow of access, software, & hardware related issues.Designed training documentation for the rapid growth of division technology analysts as well as maintain a relationship amongst local security coordinators and physician support coordinators in order to provide staff the best possible customer support.Maintained, implemented, & utilized medical record software used by physicians, nurses, & other staff on a daily basis Candidate Info. 9 years in workforce 3 months at this job BA Contemporary Global Studies And Aviation Administration Information Services Service Desk Analyst. Provided Tier 1 support for over 5000 unique applications within the organization Supported over 8000 customers during the merging of eight separate organizations into one unified City CouncilSupported the implementation of and migration to a new software platform in parallel with the decommissioning of the legacy systems (Newcore Project)Determined urgency and impact of IT related incidents for prioritization and escalationCategorized IT incidents depending on where, why, and how they occurredFound creative solutions to difficult problems, and continuously updated internal Knowledge Base for future reference and trainingWorked with various business areas and external vendors in order to resolve complex problems Candidate Info. 2 years in workforce 1 year at this job BS Information Security Service Desk Analyst. Served as the first point of contact for over 50,000 employees for all IT related issues and service requests through the use of phones, self-service, email, and Live Chat.Handled over 72 tickets daily using IBM's Maximo with an average resolution time of 10 minutesPerformed Tier 1 and 2 duties such as mapping and routing folder requests, troubleshooting LAN and VPN connectivity issues, and training new hires, while maintaining a 98% average QA scoreReduced ticket turnover and average call waiting time by handling multiple ticket queues and resolving tickets via Live Chat software and incoming calls concurrently Candidate Info. 12 years in workforce 5 years at this job Ikon Office Solutions Industrial Engineering Studies Service Desk Analyst. Extensive working experience with desktop operating systems.Strong ability of conduct research and analyze a wide range of computing issues.Identified, troubleshoot, and analyzed computer issues. Determined appropriate course of action and conducted repairs and modifications as needed.Performed diagnostics and troubleshooting of system issues and documented help desk tickets/resolutions. Candidate Info. 16 years in workforce 6 years at this job Service Desk Analyst II. Consistently one of the highest performers helping meet Service Level Agreement goals Utilized ITIL processes to manage incidents, changes and problemsHelped resolve high priority incidents working with various IT teamsParticipated in large-scale rollouts of Windows 7 to branches around the countryUtilized Service-Now IT management systemWorked closely with other development and service teams analyzing trends Candidate Info. 10 years in workforce 2 years at this job Service Desk Analyst. Provide end user level hardware and software support. Submit, track, update and close trouble tickets using HP ServiceMitigated security issues, provided end user applications training, and managed user profiles.Provided statistics and analysis of call volume, trends and patterns.Maintained high customer service scores while taking up to 117 calls a day. Candidate Info. 11 years in workforce 8 years at this job AS Computer Information Technology IS Service Desk Analyst I. Respond to all problems, failures, and requests and electronic contacts (e.g. Phone calls, Emails, Web requests, etc.) within the established Service Level Agreements (SLA's) Resolve all incidents expeditiously, or find an immediate workaround to ensure customer's down-time is minimalMonitor and track all incidents to ensure progress and accurate resolutionWork with other IS areas in order to maximize incident resolution and meet SLA'sPerform root cause analysis and develop new resolutions to frequently occurring problemsEnsure constant follow-up and on-going communication is established with customers until problem is resolved or request is completedDocument incidents with accurate and detailed description Candidate Info. 1 month in workforce 1 month at this job HS Accounting System Technology BS Business Administration-management Service Desk Analyst I. Provide 1st and 2nd Level technical support for 8000+ stores nationwide and [company name] Employees via phone and email Hardware/Software troubleshootingPerform tasks assigned by Supervisor and Helpdesk MangersContacted Clients for follow-upsConducted troubleshooting on all equipment including: POS registers, register printers, register scanners, phone lines, debit terminals, back office equipment and network equipment. Candidate Info. 4 years in workforce 4 months at this job BS Business Information Systems Front End Web Development Basics Service Desk Analyst. Troubleshoot multiple platforms: Windows 7, Mac OS X, iPhone/iPad iOS, Google enterprise applications. Used Bomgar and WebEx as a means for remote support.Provide first level support for multiple enterprise applications such as MS Office, Google Apps which includes e-mail, calendar/scheduling, word processing, spreadsheets, presentations, Internet browsers, as well as department-specific specialized applications.Open and close service requests, as well as manage the classification, assignment, tracking, and completion of requests.Help identify and implement innovative solutions for customers.Ensured that resolutions are consistent with standards and do not introduce additional conflicts.Managed user accounts via Active Directory. Candidate Info. 11 years in workforce 5 years at this job BS Information Technology MA Business Administration Information Technology GSD Application Management Support Service Desk Analyst. Provided first-level telephone support and call ticket monitoring for Deutsche Bank's Global Service Desk.Developed documentation and training material for the call-center environment based on requirements and policies agreed upon between Deutsche Bank and [company name].Maintained and organized user-client technical issues using dbSymphony and Remedy as the corporate recommended ticketing systems.Resolved database reporting technical issues using PuTTy (UNIX) and Toad (SQL) as the corporate recommended programming applications. Candidate Info. 7 years in workforce 1 year at this job HS High School Diploma Service Desk Analyst. Service Desk Analyst Provided technical support to parents, teachers and students of an online public school of 40,000 K-12 students.Handled 30-50 calls a day and sharpened my professionalism and customer service skills.Documented all calls with an in-house ticketing systemEscalated tickets/issues to other departments when necessary.Used the "Go 2 Assist" Citrix application to remotely troubleshoot Mac and Windows machines and their operating Systems.Worked with peripherals such as printers, scanners, headsets, mice, keyboards, monitors and laptop batteries.Supported the Connexus website and issues regarding links, videos, log in issues and overall curriculum inconsistencies. Candidate Info. 3 years in workforce 1 year at this job BS Computer Information Systems Service Desk Analyst. Provide level 1/Admin support to resolve computing request (hardware/software) via telephone /remote tools. Provide Computing requests include problem diagnostic/troubleshooting, and break-fix solutions. Provide constant feedback and help craft and develop new processes to help support and assess the current infrastructure. Record and escalated incidents in Remedy ticket manager to proper resolver group.Log and track inquiries using a problem management database and maintains history records and related problem documentation. Identify, evaluate, and prioritize customer problems and complaints to ensure that inquiries are resolved appropriately.Church Drummer of Emmanuel Christian MinistriesVolunteered at M. Alexander Learning Center After School ProgramVolunteered at Emmanuel Christian Ministries Summer Feeding Program Candidate Info. 10 years in workforce 3 years at this job BA Bachelor of Arts Service Desk Analyst. Transitioned outsourced service desk activities back to an in-house team Authored and published process documentation for use in the Service Desk knowledge baseIdentified areas for process improvement with regards to Service Desk activitiesCreated and documented work orders for maintenance and escalations to appropriate internal support groupsNew Active Directory account creationOn-boarding for non-staff employees following SOX proceduresDiagnose, and troubleshoot issues on PC and MAC via remote assistance to include installations, repair and updates of custom applications, and various other business related softwareSupport for mobile devices iPhone, iPad, Android, Blackberry Candidate Info. 11 years in workforce 2 years at this job AAS Associate of Applied Science BS Management Of Information Systems MA Liberal Studies Service Desk Analyst. Provided first call resolution for Cornerstone Employees requesting technical assistance. Used remote tools to access desktop of user's computer to better assist with troubleshooting.Assisted with troubleshooting supported programs used on Cornerstone AssetsInstallation/Configuration of requested software and hardwareInstallation and troubleshooting of printers and other peripherals and devicesProvided detailed and accurate logs of all user contact; identified and escalated issues that were unable to be resolved by the Help Desk Analysts.Provided timely responses to users' questions and concerns; provided quick problem solving including, but not limited to, fixing errors, creating alternative methods of completing a task, correcting user errors, and correcting system inconsistencies.Create accounts in Active DirectoryProvided training to students, faculty, staff, new employees and student employees Candidate Info. 3 years in workforce 3 years at this job AS Program Service Desk Analyst. Works with 5000+ Client accounts resetting passwords for AS/400 Systems, PeopleSoft, JDE and Domain Assist users in troubleshooting Juniper Network ConnectConfigure users profiles for Microsoft Lync accessAssist users in creating PST files for usersDiagnose users Microsoft Office Suite functionality discrepanciesConfigure and Image loaner laptops for usersInstall, organize, test, and maintain 100+ loaner laptops for end users Candidate Info. 24 years in workforce 1 year at this job Business Administration/hospitality Management Service Desk Analyst. Assisted customers over the phone to troubleshoot software and hardware issuesRecorded and maintained accurate information regarding customer issuesProvided status updates to customers and verified the quality of service when incidents are closed Candidate Info. 4 years in workforce 2 years at this job BA Economics Service Desk Analyst. Provided solutions for all IT related issues to over 30 healthcare companies Utilized Active Directory extensively to manage user and workstation accountsProvisioned and assisted with activation and setup of mobile devicesCoordinated tasks and information between multiple engineering teams and clientsLogged incidents using Service Now tracking software Candidate Info. 11 years in workforce 3 years at this job HS High School Diploma Service Desk Analyst. Answered inbound phone calls for United States Agency for International Development. Assisted customers with accessing the USAID network, password resets, phone resets, and computer application trouble shooting.Worked in Gmail applications, created calendars, sites, and Docs.Ability to remote into customer's computer to assist in a variety of issues. (i.e.. adding a network printer, saving, editing, and printing documents)Trained and supervised new employees for USAID.Fundamentals in NetworkingTrained in ITIL induction to the service desk, Induction to Business Controls, Microsoft office, windows 7, Google Chrome & apps, and Call center operations.Active Directory Console AdminRSA console Admin Candidate Info. 19 years in workforce 3 years at this job BS Business Administration And Sport Management Service Desk Analyst. Employed for the IT Service Center providing Tier I/ II duties for [company name] Remotely accessing PCs using Remote Desktop software to fix MS Office Applications / Registry editing and Adding and installing various desktop applications, updating drivers, and antivirus definitionsFull range of duties including setting up new / transferring government accounts to performing Password Resets and updating GAL entriesInstalling / troubleshooting defective PC components such as hard drives, power supplies and video cardsDaily usage of Active Directory and MS Exchange 2003.Provide blackberry support for BES and blackberry handheld devices.Daily use of the Remedy 7.1 application suite to manage and respond to help desk tickets as the automated tool used in the organization Candidate Info. 12 years in workforce 6 months at this job BS Psychology Service Desk Analyst. Provides front-line diagnosis and support for all Information Services problems and/or requests for service. Processes customer requests via phone, Intranet and e-mail with appropriate customer interaction skills.Follows documented procedures and processes. Determines the best resolution workflow from scripts in the Help Desk knowledge management system.Executes key phases of resolution workflow including problem receipt, triage, resolution and closure, and problem referral to the designated resolver group.Provides thorough documentation of all reported issues within the Help Desk tracking system.Provides ad hoc assistance to other members of the Help Desk team. Candidate Info. 7 years in workforce 3 years at this job Computers Service Desk Analyst. Supporting 12,500 users for over 70 major warehouse and administrative sites across the US. Tracking and handling all requests and incidents to completion.Global account management for proprietary and commercial systems.Managing mobile devices including Apple, RIM, Android, and Windows devices.Support Shoretel, Cisco, and Avaya VOIP devices.Performed reporting and auditing in Remedy to report performance metrics to client.Interface with escalation teams to create documentation for SD to take over processes. Candidate Info. 7 years in workforce 3 years at this job BS Systems And Information Sciences Engineer Service Desk Analyst. Responsible for incoming Service Desk calls from 500+ users globally, resolving all IT-related caller questions, primarily in a Windows 7 and XP environments, Microsoft Office 2010, Adobe, Internet Explorer, VMWare stations and many others. Administrated Users and permissions via Active Directory.Remote support using LanDesk, Lync and WebEx.Provided devices support including Blackberries, iPhone, iPad, Android and Windows phones, via BES, GOOD for enterprise and RSA SecuriID.Setup and support of Market data applications: Bloomberg, Cap IQ, Matlab.Administrator of Footprints (Ticketing system). Candidate Info. 10 years in workforce 2 years at this job AS Business Skills Service Desk Analyst. Active Directory authentication to verify users, unlock accounts, and reset passwords Assist customers with hardware and software supportConsult with customers to diagnose and assist with errorsLog in work performed in "Service-Now" applicationTroubleshoot from hardware, printers, PCs, laptops, and phonesEscalate unresolved tickets to level 2 support infrastructureMonitor internal network components and provide support Candidate Info. 9 years in workforce 1 year at this job BBA Business Information Systems Service Desk Analyst. Analyze and troubleshoot account related issues in an MS Active Directory environment. Prepare and send world-wide schedule outages, notifications and advisories to all domestic and overseas posts.Track user tickets for resolution and escalation through BMC Remedy Incident Management (version 7.6.04) Software.Understand and adhere to ACL security policy requirements and proceduresOperated and handled information on the OpenNet and ClassNet systems such as document transfers, account moves, password resets and account lockouts.Utilize Exchange Management Console to determine mailbox account size, location, and Configuration requirements.Understand and adhere to security policies and procedures for handling PII, SBU, and Classified information. Candidate Info. 6 years in workforce 10 months at this job AS Applied Science Service Desk Analyst. Resolve technical issues for over 7000 salons in a fast paced environment in a timely matter while delivering exceptional customer service Resolve technical issues for internal and field employeesInstalling, maintaining, and troubleshooting new hardware, software, and networking devices remotelyDocument incidents in ticketing systems including Service Now and HEATCreation of knowledge base articles in Service Now and HEATResearch new and undocumented issues, escalate to appropriate departments when necessary Candidate Info. 10 years in workforce 7 years at this job Service Desk Analyst. Responsible for help desk support and application administration for [company name] employees. Providing user access to network via id's and password.Maintain AS400, TRAX, VPN, BLACKBERRY and email accounts via id's and password resetsCheck status of request, later closing out tickets using REMEDY ticketing system.Regularly reminded employees to use technical safeguards such as passwords and locking their workstation when not in use.Supported over 2400 users locally and remotely, also supported international users.Received between 10- 30 calls per day.Created, activated and deactivated BLACKBERRY Accounts. Candidate Info. 4 years in workforce 2 years at this job BS Information Systems Management Service Desk Analyst. Take 35 - 45 calls daily and provide support to over 1800 users in a high-pressure environment Performed daily systems check to ensure critical applications and systems were functionalAdminister knowledge base documentation creation, correction, and approvalMonitor service requests and incidents in ServiceNow ITSM and process in a timely mannerParticipate in Windows 7 deployment projects to include peripheral setup, PC configuration, and on-site desktop supportTroubleshoot hardware and software issues in Windows 7 EnterpriseAssist users in configuring mobile devices for email with AirWatch Mobile Device ManagementWork with systems administrators to diagnose network problems using SolarWinds and WhatsUpGold Candidate Info. 14 years in workforce 4 years at this job AS Computer Science Service Desk Analyst. Responsible for answering service desk calls and providing technical assistance for about 750 to 1000 company end users locally or remotely to their 3 office locations (Miami, New York, and California) along with Sales Agents nationwide.Engaged and tracked Priority 1 issues, with responsibly for timely documentation, escalation (if necessary), resolution and closure of trouble work orders from users in Track It.Would also coordinate with IT colleagues and vendors (if necessary) to resolve reported issuesFacilitated network access for traveling users via Cisco VPNProvided Active Directory application support, password resets, and end-user login issues.Setup and installed desktop and laptop PCs, with images, software, and driver installationAssisted on configuration and support of VOIP Cisco phones, Polycom video setups and meeting management Candidate Info. 3 years in workforce 1 year at this job BS Information Technology Service Desk Analyst. Responsible for receiving all telephone requests for IT assistance, ensuring all information provided about issue is accurately recorded and fulfilled within established timeframes. Handles 30-50 calls a day on average from users.Creates tickets in Remedy if issue requires further intervention.Provide users with information on tickets and request.Maintain a 95% customer service ratingTroubleshoot different desktop applications/software'sCreate/Edit accounts in Active Directory Candidate Info. 3 years in workforce 1 year at this job BS Computer Information Systems Service Desk Analyst. Provide level 1/Admin support to resolve computing request (hardware/software) via telephone /remote tools. Provide Computing requests include problem diagnostic/troubleshooting, and break-fix solutions. Provide constant feedback and help craft and develop new processes to help support and assess the current infrastructure. Record and escalate incidents in Remedy Ticket Manager to proper resolver group.Log and track inquiries using a problem management database and maintains history records and related problem documentation. Identify, evaluate, and prioritize customer problems and complaints to ensure that inquiries are resolved appropriately.Church Drummer of Emmanuel Christian MinistriesVolunteer at M. Alexander Learning Center After School ProgramVolunteer at Abounding Grace Summer Feeding Program Candidate Info. 28 years in workforce 14 years at this job Service Desk Analyst. Service Desk technician supporting over 300 in house employees and 150 field sales reps Specializing in "Information Technology Service Management" incident, problem and service request managementResponsible for "Hardware Refresh" imaging and inventory as well as hardware and software decommissioningEmployee On-boarding and Off-boarding administrationCisco Phone System administration and some troubleshooting 87019508588330870109385893218588668858744885885978588282870142685871098588645858952685893348701561870172485896698702096858913785887028589224858811387017088588255858946185880588701508858919385869848701597858895587018848588556858937987018118588686870108385892158589388858751987017798589293858805187020558589488858719287010948589780858772485872938588539 Load More Top Service Desk Analyst Resume Templates. Build a Resume Now Service Desk Analyst Duties and Responsibilities. While the service desk analyst's duties can depend on their organization and level of expertise, many of the core duties remain the same: Field Incoming Help Requests One of the main duties of a service desk analyst is to handle incoming queries and help requests from end users, either via email or over the phone. They take detailed notes of the problem the user is experiencing, determine steps they can take to resolve the issue, and manage the flow of incoming support requests. This involves asking questions to determine the full scope of the user's issue. Resolve IT Support Requests If possible, service desk analysts directly resolve user technical issues as they arrive. At some organizations, this can involve remotely accessing the user's computer and making changes to their system and settings. In other cases, the service desk analyst walks the user through steps they can take to resolve the issue on their own. For relatively simple issues, the service desk analyst can quickly devise a solution to the problem without the IT department taking further action. Escalate Advanced Cases Service desk analysts escalate user support requests to higher-level IT support specialists and experts if they are unable to resolve the issue on their own. They provide supervisors or specialists with notes regarding the problem, steps they have already taken to resolve the issue, and their diagnosis of the user's problem. For particularly complex cases, the service desk analyst may receive the user's hardware so that IT specialists can conduct analyses and determine how to fix the problem. Maintain Service Records Throughout the user support process, service desk analysts maintain detailed records of user issues with software and hardware. These notes can help diagnose and repair complex issues and also provide IT departments with data regarding recurring issues and problems reported by multiple users. By maintaining detailed records, the service desk analyst can also look at a user's history of software or hardware issues and make recommendations to prevent future problems. Perform System Testing and Updates Service desk analysts support users by performing system tests and updates after they complete their troubleshooting and necessary repairs. This helps to prevent future issues and service interruptions and ensures that troubleshooting and updates have not caused problems elsewhere within the system. They may also walk users through update and installation processes for software and peripherals. Maintain IT Documentation Many service desk analysts also support department-wide operations by creating, editing, and maintaining IT documents. This can include FAQ documents for users that detail common issues and how to resolve them without opening a help desk ticket, department documents that outline standard operating procedures and practices, and help sheets that can be distributed throughout the organization. Service Desk Analyst Skills and Qualifications. Service desk analysts balance direct user support with technical knowledge to resolve software and hardware issues. Companies typically hire candidates with at least an associate's degree, along with the following skills: Technical skills - because they frequently play a direct role in resolving user issues, service desk technicians need excellent technical and computer skills Problem-solving skills - service desk analysts are primarily problem-solvers, so they should be able to devise technical and creative solutions to user issues Communication skills - effective communication is key in this role, since service desk analysts need to gather data about problems, prepare detailed notes and reports, and walk users through the steps they can take to resolve software and hardware issues Time management - service desk analysts need excellent time management skills and should be able to set priorities when handling multiple cases Team collaboration - service desk analysts routinely work with other IT personnel to resolve user issues, so they need to successfully collaborate with team members and coworkers Service Desk Analyst Education and Training. Service desk analysts tend to have at least an associate's degree in a related field, but many organizations prefer candidates with a bachelor's degree in computer science or information systems. Familiarity with computer programs and hardware is a necessity, and applicants with extensive training and computer classes may be able to secure a service desk analyst position without a degree. There are significant opportunities for on-the-job training in this role as service desk analysts learn the operating procedures of their IT departments. Many organizations also provide certification programs for service desk analysts. Service Desk Analyst Salary and Outlook. According to the Bureau of Labor Statistics (BLS), computer support specialists (including service desk analysts) earn a median annual salary of $52,160. Network support specialists earn a median annual salary of $62,670, and user support specialists earn a median wage of $49,390. Therefore, service desk specialists who develop expertise in resolving network issues may earn more than those who do not. The BLS expects employment in this field to grow 11 percent by 2026, which is a slightly faster pace than average. Helpful Resources. We searched the web and found several resources if you're interested in learning more about a career as a service desk analyst: CompTIA IT Fundamentals - this certification program provides an overview of IT topics, best practices, and opportunities for career advancement IT Help Desk: Your Blueprint to Service Success, Mastering User Support & Troubleshooting Like a Genius - author S. James provides tips and advice for troubleshooting issues and improving user support "A Day in the Life of the Help Desk: Chaos with a Smile" - this blog post takes a look at the day-to-day duties and responsibilities of a service desk analyst, including common user issues How to Manage the IT Help Desk - industry expert Noel Bruton explores how service desk analysts can effectively set priorities, resolve user issues, and manage the IT department's workflow Create your own professional resume in just minutes. Try our resume builder today Build Your Resume *The names and logos of the companies referred to above are all trademarks of their respective holders. Unless specifically stated otherwise, such references are not intended to imply any affiliation or association with JobHero. X
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Result 9
TitleService Desk Analyst Salaries - Glassdoor
Urlhttps://www.glassdoor.com/Salaries/service-desk-analyst-salary-SRCH_KO0,20.htm
DescriptionHow much does a Service Desk Analyst make? The national average salary for a Service Desk Analyst is $43,679 in United States. Filter by location to see ...
Date
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TitleJob Application for Service Desk Analyst at CLEAR - Field
Urlhttps://boards.greenhouse.io/clearfield/jobs/3796497
Description
Date
Organic Position10
H1Service Desk Analyst
H2Service Desk Analyst
Essential Job Functions
Who you are:
H3
H2WithAnchorsService Desk Analyst
Essential Job Functions
Who you are:
BodyService Desk Analyst at CLEAR - Field (View all jobs) Atlanta, GA Service Desk Analyst. We are looking for growth-minded IT professionals to support our internal employees and our external partners. The ideal candidate possesses an enthusiastic personality capable of thriving in a fast-paced dynamic environment, focused on providing excellent customer service, has experience troubleshooting technical issues, and wants to start their next career in an advanced technology company.   Remote Employment near the following airports in these cities: Atlanta (ATL), Austin (AUS), Birmingham (BHM), Cincinnati (CVG), Cleveland (CLE), Columbus (CMH), Dallas (DFW/DAL), Detroit (DTW), Fort Lauderdale (FLL), Houston (HOU/IAH), Las Vegas (LAS), Miami (MIA), Nashville (BNA), Orlando (MCO), Palm Beach (PBI), Saint Louis (STL), Salt Lake City (SLC), San Antonio (SAT) Perks of Being a Team Member at CLEAR! Competitive hourly rate 15 days Paid Time Off for Full Time Team Members, increasing with time in service  10 Company Paid Holidays (1.5x pay if worked!) Comprehensive Medical, Dental, Vision, Pet, Home,  Auto, Disability, Life Insurance and Legal advice for eligible team members Backup childcare and elder care through Care.com Paid Parental, Family, Military & Bereavement  Leave Program for eligible team members Emotional Well Being Assistance 401k Retirement Plan with company match Ongoing training & development programs to grow & advance your career with a growing company!  Free CLEAR memberships for you and one other. Plus a discounted membership for three friends! Essential Job Functions. The Service Desk Analyst applies customer service methodologies and technical knowledge to assist clients with computer and system issues Listens and seeks to fully understand client requests to exceed expectations of service Ensures response times are quick and effective to appropriately resolve requests Tracks and documents all reported issues and requests in a ticketing system  Makes changes or additions to the knowledge base as needed Communicates status updates to appropriate stakeholders Follows up with clients when the issue has been resolved and documents the steps taken in the ticketing system Completes projects and tasks as assigned by management Identifies and recommends solutions to improve IT functions or processes Support local airport operations on the ground as needed or required by the business. This may include hands-on troubleshooting in some situations in partnership with other technology teams. Who you are:. Federal Personnel Security (PerSec) screening and clearance attainment is a requirement for the position (Details Here). PerSec submission will be coordinated by CLEAR. 2+ years of applicable experience, including in-person and remote experience in a customer service focused technical environment Demonstrated success in providing exceptional service to internal and external customers Strong communicator with exceptional ability to interact with technical and non-technical end-users Ability to execute flawlessly in a rapid-paced environment with multiple priorities Technical knowledge of network infrastructure setup, maintenance, and troubleshooting -- Cisco/Meraki preferred Demonstrates strong problem-solving capabilities Highly detail-oriented Works well under pressure Self-starter with an “owners mentality” Ability to work on weekends/holidays/on-call Mac and Windows system knowledge A+, Net+ or equivalent is desirable Windows Active Directory (User Management/Administration/Group Policy) PDQ, GSuite, OKTA, Zendesk, DUO, PagerDuty, Slack experience a PLUS Reliable high-speed internet (100Mbps download + 20Mbps upload min) Quiet and Private workspace About us: With CLEAR, you are always you. CLEAR's mission is to enable frictionless and safe journeys using your identity. With more than 8 million members and 100+ partners across North America, CLEAR's identity platform connects you to the cards in your wallet - transforming the way you live, work and travel. Trust and privacy are the foundation of CLEAR. We have a commitment to members being in control of their own information and never sell member data. CLEAR is at the highest level of security by U.S. government regulators and is also certified as Qualified Anti-Terrorism Technology under the SAFETY Act. Where permitted by applicable law, must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered for U.S.-based job, if not currently employed by CLEAR.  Reasonable accommodations for valid medical, religious, or other protected reasons will be provided Powered by  Read our Privacy Policy
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Result 11
Title4,000+ Service Desk Analyst jobs in United States (219 new)
Urlhttps://www.linkedin.com/jobs/service-desk-analyst-jobs
Description4,000+ Service Desk Analyst Jobs in United States (219 new) · Service Desk Analyst · Service Desk Analyst - Remote Flexibility · Help Desk Analyst · IT Support ...
Date
Organic Position11
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Result 12
TitlePlanit : Job Profiles : IT Helpdesk Analyst IT Support
Urlhttps://www.planitplus.net/JobProfiles/View/194/134
Description
Date
Organic Position12
H1Planit
H2
H3Career Area
Career Sectors
Computer Skills
Computing General
IT Security
IT Support
Programming and Development
Systems and Networks
Web and Multimedia
H2WithAnchors
BodyPlanit Sign Up Follow us on Twitter IT Helpdesk Analyst Add to Portfolio Add to Portfolio Download/Print this Profile Download & Print Play video IT helpdesk analysts give advice via telephone, website or email to computer users who need help solving their technical problems. They can also be called helpdesk support technicians or service desk analysts. The Work. You could be: providing 1st line technical support to customers – taking enquiries by phone and email dealing with problems for hardware, such as servers, computers and printers, and software programs asking questions about the problem and explaining possible solutions dealing with common or basic technical issues such as resetting passwords using automated diagnostic programs to solve network problems updating knowledge bases with details of common problems which customers can view online using helpdesk software to log calls with descriptions of issues, progress and solutions passing calls to a team of 2nd line support analysts if the problem is more complex arranging for a technician to visit the customer if a problem can’t be solved over the phone or by email. You might start your career in 1st line support, dealing only with routine problems and working from a script, then move into 2nd line support, dealing with more technical issues. Pay. The figures below are only a guide. Actual pay rates may vary, depending on: where you work the size of company or organisation you work for the demand for the job and the level of your own skills. Starting salaries could be around £18,000 to £22,000 a year. With 1 or 2 years’ experience this can increase to between £22,000 and £28,000 a year. With more skills, experience and some supervisory responsibility, the salary can rise to around £30,000 a year or more. You might earn extra through bonuses and performance-related pay. Conditions. You usually sit with other IT helpdesk analysts in an open plan office. You work at a computer and use a phone with a headset. You might work normal hours Monday to Friday, although with some employers there may be shifts, covering 24 hours a day, 7 days a week, if they provide international support. Part time work might be possible. The work can be busy and demanding. There may be customer service targets to meet. Workforce Employment Status LMI data powered by LMI for All Getting In. There are no set entry routes into this profession. You might be able to enter through a Modern Apprenticeship in Digital Applications, for which you may need 3-5 subjects at National 5, usually including English and Maths. Some employers will take school leavers with a group of subjects at National 4 or 5 and perhaps 1-2 Highers, and train them on the job. Some employers ask for an HNC (SCQF Level 7) or HND (SCQF Level 8) in Computing: Technical Support, or other relevant discipline. Entry requirements for an HNC or HND are usually 1-2 Highers. Studying for a relevant Foundation Apprenticeship, such as IT: Hardware and System Support, while in fifth and sixth year at school could count towards entry to a course, apprenticeship or job. Entry requirements vary between colleges, but you usually require some subjects at National 5 including English and Maths. You may have to take an aptitude test for entry. You need good keyboard skills. Ability in foreign languages can be useful. Some companies recruit those with languages and IT skills for specialised helpline support jobs. You might work with a computer company which gives support to users of the company’s own hardware or software. There are also in-house support jobs with banks, retail companies, educational institutions and central and local government. Workforce Education Levels (UK) LMI data powered by EMSI UK Job Outlook Scotland. Employment LMI data powered by EMSI UK Job Outlook Scotland.   Scotland 2021 9650 2.4 % RISE 2026 9878 LMI data powered by EMSI UK What Does it Take? You need to have: a good knowledge of the IT hardware and software being used by customers a logical and methodical approach excellent written and spoken communication skills organisational skills and the ability to multitask a polite, calm and clear telephone manner – you might have to deal with clients who are anxious or irritated excellent problem solving skills patience and perseverance. You need to be able to: work in a team and individually explain solutions to clients who do not have a technical background keep up to date with new developments keep accurate records work under pressure when the helpdesk is busy, and you are perhaps dealing with difficult issues. Training. Training is mainly on the job. You would probably take short courses run by manufacturers. You might take specialised help desk qualifications such as Microsoft 365 Certified: Modern Desktop Adminstrator Associate  (MCMDAA). If you complete a Modern Apprenticeship in Digital Applications you will work towards the Diploma in Digital Applications Support at SCQF Level 6. You might take an introductory course in the Information Technology Infrastructure Library (ITIL), which is a globally recognised set of best practices for service delivery and management. Getting On. You could move on to a job demanding more skill and with a higher salary. From there you could apply for more senior positions, such as team or section leader or departmental manager. You might complete advanced ITIL courses at Level 4, from Foundation, ITIL 4 Managing Professional, ITIL 4 Strategic Leader, and Master. With further training or qualifications you might be able to move into a different area of computer work, such as programming (see the Software Engineer or Programmer job profile). More Information. If you are considering a career in IT why not take a look at the TechFuture Careers website. You will find the video case studies of workers and general information on the industry useful. For more information please see organisation below: BCS, The Chartered Institute for IT Video. Courtesy of TasICT Was this article useful? Please help us improve Planit by rating this article. Career Area. Computing and ICT Career Sectors. Computer Skills . Related job profiles. No related job profiles. Related courses by level. NC and NQ and Access Other Qualifications College Cert and Non Cert Computing General . Related job profiles. Data Analyst Data Scientist IT Trainer Teacher - Secondary School - Computing Related courses by level. NC and NQ and Access HNC and HND Degree, DipHE and CertHE Postgraduate and Professional Other Qualifications IT Security . Related job profiles. Cyber Security Analyst Forensic Computer Analyst Related courses by level. NC and NQ and Access HNC and HND Degree, DipHE and CertHE Postgraduate and Professional Other Qualifications IT Support . Related job profiles. IT Helpdesk Analyst IT Support Engineer Related courses by level. NC and NQ and Access HNC and HND Other Qualifications Programming and Development . Related job profiles. Applications Developer Database Administrator Software Engineer or Developer Software Tester Related courses by level. NC and NQ and Access HNC and HND Degree, DipHE and CertHE Postgraduate and Professional Other Qualifications Systems and Networks . Related job profiles. Network Architect Network Engineer Systems Analyst Related courses by level. NC and NQ and Access HNC and HND Degree, DipHE and CertHE Postgraduate and Professional Other Qualifications Web and Multimedia . Related job profiles. Applications Developer Character Artist Front End Developer Games Designer Games Programmer Games Tester User Experience (UX) Designer Web Designer Web Developer Related courses by level. NC and NQ and Access HNC and HND Degree, DipHE and CertHE Postgraduate and Professional Other Qualifications College Cert and Non Cert About Us Accessibility Privacy Policy T&Cs User Guide Pocket Guide feedback form @planitcareers UCAS Adviser Portal Training Publications
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Result 13
TitleTOP 40 Service Desk Analyst Interview Questions [UPDATED 2021]
Urlhttps://tekslate.com/interview-questions-on-service-desk-analyst
DescriptionService Desk Analyst Interview Questions, Here we have compiled a set of questions from the students who have attended interviews in Fortune 500 companies
DateApr 12, 2021
Organic Position13
H1Service Desk Analyst Interview Questions
H2Service Desk Analyst Technical Interview Questions
Service Desk Engineer Interview Questions
H31Q) Name a few self-management skills for a Help Desk Analyst?
2Q) How important IT skills are in help desk service and how you keep yourself updated with those skills?
3Q) What are the new help desk techniques you think would be helpful to improve the service?
4Q) What are the three abilities of an ideal help desk person?
5Q) What is the recent skill you have learned that can be helpful for the help desk position?
6Q) How would you deal with an extremely irate customer or co-worker?
7Q) How would you handle a caller who refuses to calm down?
8Q) What are your suggestions for sharing a workspace?
9Q) How do you troubleshoot DNS problems?
10Q) How will you view information about system events and application errors on Windows?
11Q) What can you do to optimize hard drive performance on Windows?
12Q) Have you seen the Blue Screen of Death?
13Q) A user complains about lockups and reboots of his PC what could be the reason?
14Q) Which network protocol have you used?
15Q) As a Help Desk Analyst, what steps will you take for removing malware?
16Q) What is a Service Desk?
17Q) List the various types of service desk support?
18Q) What is the use of ServiceDesk in any organization?
19Q) What makes an excellent help desk?
20Q) What is the difference between the Help Desk and Service Desk?
21Q) What are the latest computer processors?
22Q) How to optimize hard disk performance on windows?
23Q) What service desk techniques you think would help to improve the service?
24Q) What skills are required to be a help desk technician?
25Q) Describe the role of a service desk analyst?
26Q) What is the use of the event viewer?
27Q) How to troubleshoot DNS problems?
28Q) What is the blue screen of death?
29Q) Explain about networking protocol?
30Q) What are the management skills required by the service desk analyst?
31Q) Does a Service Desk analyst need IT skills?
32Q) What is the difference between RAM and ROM?
33Q) What is the use of anti-spyware and anti-virus?
34Q) What is an operating system?
35Q) What are the services of an operating system?
H2WithAnchorsService Desk Analyst Technical Interview Questions
Service Desk Engineer Interview Questions
BodyService Desk Analyst Interview Questions12 April, 2021Related Blogs. Service Desk Analyst Interview Questions Service desk analysts are the IT professionals who offer technical help to the users of an organization. These analysts respond to inquiries and they evaluate and resolve the problems relating to applications and IT equipment. The service desk acts as a point of contact between the IT organization and business for service requests, change notifications, and any other important communications.    Categories of Service Desk Analyst Interview Questions Service Desk Analyst Technical Interview Questions  Service Desk Engineer Interview Questions Service Desk Analyst Technical Interview Questions. 1Q) Name a few self-management skills for a Help Desk Analyst? Ans: Stress-management skills Time-management Skills Organizational Skills Learning and information-retrieval skills 2Q) How important IT skills are in help desk service and how you keep yourself updated with those skills? Ans: To process your work quickly computer skills are very important these days. Computers not only make your work easy but also save you time and energy. I use the internet, online books, and other educational resources to upgrade my IT skills. 3Q) What are the new help desk techniques you think would be helpful to improve the service? Ans: IT and computer knowledge would be an additional asset for a helpdesk associate, and even the company can take the help of computer software to minimize the workload and to communicate with the customer effectively. Inclined to build a profession as Service Desk Analyst Developer? Then here is the blog post on, explore Service Desk Analyst Training 4Q) What are the three abilities of an ideal help desk person? Ans: Ability to listen to others Ability to present your thoughts clearly To be patient especially in a tense situation 5Q) What is the recent skill you have learned that can be helpful for the help desk position? Ans: If you have done anything then you can mention to the interviewer like attending a seminar on mass communication, or any computer course. But it is still ok if you haven’t done anything related to the position. 6Q) How would you deal with an extremely irate customer or co-worker? Ans: This is another question aimed at understanding your man-management and interpersonal skills. Helpdesk personnel frequently encounter cases of upset or irritated customers and co-workers. However, in such situations, remaining calm, keeping your cool, and coming to a solution in an amicable manner is what is expected of a help desk associate. 7Q) How would you handle a caller who refuses to calm down? Ans: This is a fairly common sight and one with which experienced professionals in help desk jobs would be familiar. This question is mainly intended to test your patience, your tolerance skills, and most importantly, the ability to keep your cool in stressful and demanding situations. 8Q) What are your suggestions for sharing a workspace? Ans: Use shared areas with respect and courtesy Avoid foods with strong smells Use discretion when displaying personal items 9Q) How do you troubleshoot DNS problems? Ans: Use nslookp-query internet name servers interactively 10Q) How will you view information about system events and application errors on Windows? Ans: Event Viewer 11Q) What can you do to optimize hard drive performance on Windows? Ans: I will use Defrag to speed up the hard drive and computer's overall performance by optimizing the file system. 12Q) Have you seen the Blue Screen of Death? Ans: The Blue Screen of Death shows a blue screen that displays a stoop or fatal error message, indicating that Windows has become unstable and stops. 13Q) A user complains about lockups and reboots of his PC what could be the reason? Ans: A user complains about lockups and reboots of his PC what could be the reason. 14Q) Which network protocol have you used? . Ans: TCP/IP - Transmission Control Protocol/Internet Protocol 15Q) As a Help Desk Analyst, what steps will you take for removing malware? . Ans: I will use anti-spyware, anti-virus, and recovery console Service Desk Engineer Interview Questions. 16Q) What is a Service Desk? Ans: A service desk is a place where we give our services to the user whenever they need any technical help. 17Q) List the various types of service desk support? Ans: There are four different types of service desk support they are Face to face Phone Web Email  18Q) What is the use of ServiceDesk in any organization? Ans: A service desk is an information centre that gives a single point of contact (SPOC) among an organization and its customers, employees, and business partners. The goal of a service desk is to guarantee that users get relevant help in a timely fashion. 19Q) What makes an excellent help desk? Ans: An effective service desk must be able to report how long on average it takes to begin working on service demand from when they have been submitted, and how much time it takes to fix the problem. The service desk must run like a well-oiled machine, ready to react when you require them so that you can get back to your business. 20Q) What is the difference between the Help Desk and Service Desk? Ans: At the help desk, we provide customer support, whereas at the service desk we provide technical support. 21Q) What are the latest computer processors? Ans: A few latest computer processors are: I3 processor  I5 processor I7 processor    22Q) How to optimize hard disk performance on windows? Ans: We can use Defrag to speed up the hard drive and also to optimize the computers overall performance just by optimizing the file system. 23Q) What service desk techniques you think would help to improve the service? Ans: Practice active listening Use positive language Communicate clearly  24Q) What skills are required to be a help desk technician? Ans:  Customer service Communication skills Adaptability Interpersonal skills Troubleshooting skills Ability to learn quickly 25Q) Describe the role of a service desk analyst? Ans: Service Desk Analysts function as the bridge among end-users and technical teams. They are usually involved in the identification, initial assessment, plus assignment of events to appropriate technical teams. 26Q) What is the use of the event viewer? Ans: The event viewer is used to view the information about application errors and system events on windows. 27Q) How to troubleshoot DNS problems? Ans: Using nslookup-query internet name survive we can troubleshoot the DNS problems. 28Q) What is the blue screen of death? Ans: The Blue Screen of Death exhibits a blue screen that displays a stoop or fatal error message, symbolizing that Windows has become fissionable and stops.  29Q) Explain about networking protocol? . Ans: In networking, a protocol is a set of rules for formatting plus processing data. Network protocols are like a common language for computers. The computers inside a network may use extensively different software and hardware; however, the application of protocols allows them to communicate with each other. Inclined to build a profession as Service Desk Manager Developer? Then here is the blog post on, explore Service Desk Manager Training 30Q) What are the management skills required by the service desk analyst? Ans: The three management skills that are very important for a service desk analyst are: Time-management Skills  Stress-management Skills Organizational skills 31Q) Does a Service Desk analyst need IT skills? Ans: Yes, service desk analysts need IT skills because this service desk analyst gives technical support, so we need to make sure to have IT skills. 32Q) What is the difference between RAM and ROM? Ans: RAM stands for random access memory which is a temporary memory, and the data stored in RAM is temporary we can add and delete the data into the RAM whereas ROM stands for read-only memory which is permanent and we cannot modify the data within ROM. 33Q) What is the use of anti-spyware and anti-virus? Ans: By using anti-spyware and anti-virus, we can remove malware and recover the console.  34Q) What is an operating system? Ans: An operating system is a software that communicates with the hardware and allows the programs to run, common desktop operating systems are: Windows  Linux Unix  35Q) What are the services of an operating system? Ans: Different services provided by the operating system are: Scheduling Resource allocation Switching Program execution Communication I/O operations About AuthorNameTekSlateAuthor BioTekSlate is the best online training provider in delivering world-class IT skills to individuals and corporates from all parts of the globe. We are proven experts in accumulating every need of an IT skills upgrade aspirant and have delivered excellent services. We aim to bring you all the essentials to learn and master new technologies in the market with our articles, blogs, and videos. Build your career success with us, enhancing most in-demand skills .
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Result 14
TitleService Desk Support Analyst: Roles and Responsibilities – BMC Software | Blogs
Urlhttps://www.bmc.com/blogs/service-desk-support-analyst/
Description
DateMar 6, 2020
Organic Position14
H1Service Desk Support Analyst: Roles and Responsibilities
H2What does a service desk support analyst do?
Structure of a service desk
Service desk standards
Examples of service desk tasks and responsibilities
Job experience and skillsets
Outlook and salary
Service desk certification
Service desk support from BMC
What is a CMDB and How to Optimize it for Service Delivery
ITAM 2015: The evolving role of the IT Asset Manager
How To Map the Incident Management Process
Knowledge Centered Support: The Framework For Service Desk Transformation
ITIL® Event Management
Videotron Uses BMC Solutions to Significantly Improve Service Management
H3Level 1 (Entry level)
Level 2
Level 3
Level 4 (Analytical or manager role)
Level 5 (Manager role)
Level 6 (Department head)
Access the 2021 Gartner® Magic Quadrant™ for ITSM
BMC Bring the A-Game
You may also like
About the author
H2WithAnchorsWhat does a service desk support analyst do?
Structure of a service desk
Service desk standards
Examples of service desk tasks and responsibilities
Job experience and skillsets
Outlook and salary
Service desk certification
Service desk support from BMC
What is a CMDB and How to Optimize it for Service Delivery
ITAM 2015: The evolving role of the IT Asset Manager
How To Map the Incident Management Process
Knowledge Centered Support: The Framework For Service Desk Transformation
ITIL® Event Management
Videotron Uses BMC Solutions to Significantly Improve Service Management
BodyService Desk Support Analyst: Roles and Responsibilities March 6, 2020 6 minute read Joseph Mathenge When it comes to user perception of IT within an enterprise, there is no doubt that the Service Desk remains one of the major drivers of customer experience. ITIL 4 defines the Service Desk as an entry and single point of contact for all users, where demand for incident resolution and service requests are received by the service provider. And while self-service portals and AI powered chatbots are all the rage in handling user issues nowadays, there is still room for the human touch—particularly where empathy is required and complexity is encountered. So, what do employees of a service desk do? Let’s look at the service desk support analyst role, including typical responsibilities. What does a service desk support analyst do? Depending on the organization, formal titles for this job may be “service desk support analyst” or “help desk support analyst” or simply service/help desk support. (Some companies recognize a difference between service desk and help desk, but we’ll use the term interchangeably here.) No matter your title, if you’re working in a service desk or help desk environment, you’re serving as the first, perhaps only, point of contact between an end user and your company. Though structures of service desks can change (see next section), the roles of the service desk support analyst can be grouped into three main processes: User query/issue handling. Ensuring user queries or issues are captured, validated, and triaged for further processing. Communicating with users. Ensuring that various types of information are communicated to users through the appropriate channel(s). Optimization.Ensuring improvement of the two previous processes through analysis, reviews, and reporting, as well as through automation, competence building, knowledge sharing and other organizational changes. The service desk is one portion of your company’s overarching IT service management strategy. Here are additional career paths in ITSM: Structure of a service desk. Traditionally, the functional unit(s) of a service desk are layered in a form that supports escalation where issues of greater magnitude or priority are forwarded to staff with higher skill sets, regularly termed level 1, 2 and 3, and beyond that to vendors who may have similar structures. Of course, the more the tiers, the greater the challenge of providing a coordinated response. This often results in a degraded customer experience due to multiple handovers and challenges in status tracking. Some service desks have specialized functions which limit routing and reduce response time. Modern approaches such as Shift Left advocate for the reduction in these layers, by bringing the support closer to the user. Swarming, which promotes teamwork over level-by-level escalation, encourages the initial point of contact seeing the issue through to resolution. As technology changes, so too will the role of the service desk. The ITOps Times reported that the Service Desk will take the role of “Uber for Business”, supporting tech-savvy employees with knowledge on the latest IT-approved applications available on their service portal or any app store. Service desk standards. Some frameworks standardize the work performed on the service desk. The European e-Competence Framework (e-CF) defines “Service Support” as one of its 40 ICT Professional Role Profiles in the Service and Operation Family, whose purpose is to provide remote or onsite diagnosis or guidance to internal or external clients with technical issues. The main tasks of this role, which fits very well with what is expected in the Service Desk, include: Identify and diagnose issues and problems Categorize and record reported queries and provide solutions Support problem identification Advise users on appropriate course of action Monitor issues from start to resolution Escalate, if needed, unresolved problems to a higher level of support Provide essential online security advice and support On the other hand, SFIA 7 does not have a specific competence titled as “Service Desk” but does reference the Service Desk in the “Customer Service Support” skill which is listed under the Client Interface category of ‘Relationships and Engagement’ and sub category ‘Stakeholder Management’. The skill is defined as follows: Managing one or more customer service or service desk functions. Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services. Delivering customer service through multiple channels including human, digital, self-service, and automated. Examples of service desk tasks and responsibilities. Drawing from both the e-CF and the SFIA 7, here are common examples of service desk tasks. Though these indicate levels within a traditional tiered framework, these competencies are applicable to most service desk approaches: Level 1 (Entry level). Receives and handles requests for service, following agreed procedures. Promptly allocates calls as appropriate. Logs incidents and service requests and maintains relevant records: Identifies and classifies incident types and service interruptions Records incidents cataloging them by symptom and resolution Acts under guidance to record and track reliability data for your services Level 2. Systematically interprets user problems and identifies solutions and possible side effects. Uses experience to address user problems and interrogates database for potential solutions. Escalates complex or unresolved incidents. Records and tracks issues from outset to conclusion. During change, acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements. Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate. Maintains records, informs users about the process and advises relevant persons of actions taken. Level 3. Acts as the routine contact point, receiving and handling requests for support. Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution. Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate. Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues. Contributes to creation of support documentation. Level 4 (Analytical or manager role). Monitors service delivery channels and collects performance data. Assists with the specification, development, research and evaluation of services standards. Applies these standards to resolve or escalate issues and gives technical briefings to staff members. Level 5 (Manager role). Responsible for day-to-day management, resource planning and work allocation to meet agreed service levels. Specifies, agrees and applies standards. Ensures that tracking and monitoring of performance of service delivery through all channels is carried out, metrics and reports are analyzed, and issues are resolved. Drafts and maintains policy, standards and procedures for the customer service or service desk functions. Ensures that the service catalog is complete and current. Level 6 (Department head). Influences the strategic direction and takes responsibility for the full range of customer service functions, including organizational frameworks for complaints, service standards and operational agreements. Defines service channels, service levels, standards and the monitoring process for customer service or service desk staff. Provides leadership to deliver the service culture required to deliver required organizational outcomes. Takes responsibility for business continuity and legal, regulatory, and contractual compliance. Job experience and skillsets. For entry-level service desk work, you’ll need to understand basic computer functionality and a beginner’s understanding of your company’s services. Many companies hire entry-level employees without requiring a college or advance degree, and they’ll train you on the job. As you advance, you’ll learn more technical skills. Of course, the service desk role is technical in nature, but it is obvious that softer skills play an increasingly important role in achieving excellence. Communication, business context, emotional intelligence and marketing are just a few of the capabilities that any person working in this role needs to be continually trained on. Outlook and salary. The service desk analyst role is one that offers plenty of advancement. Companies routinely hire a range of experience levels, from entry to expert, to handle their ongoing service delivery. Plus, customers are becoming savvier and increasingly expect above-average customer service to be part of the holistic product. That means you’re safe in these roles: there are opportunities for growth, and long-term need even as technologies like AI develop. In the U.S., the average salary for a service desk role as of February 2020 is $52,488 per year, based on self-reported data. The low end hovers in the mid-30s, but more experienced and advanced roles, including analysts and managers, can easily earn in the $65,000-$80,000 range. The U.S. Bureau of Labor and Statistics correlates these salaries, indicating a mean annual wage of $55,050. Service desk certification. A variety of training can help you improve as a service desk analyst. The Service Desk Institute, an industry leader, offers professional certifications in a variety of service desk roles, including: Service Desk Analyst Senior Analyst to Manager Service Desk Manager Each certification builds on the last, so start with these certification steps. Service desk support from BMC. Service and help desks are an essential piece of successful IT service management. Ticketing tools are necessary, but as customer expectations increase, your ITSM solutions and tools become just as important as the person handling the ticket. Built for the cloud, BMC Helix is the first and only intelligent enhanced end-to-end service and operations platform. The platform is predictive, servicing the consumer before they send in the request. BMC Helix provides a range of tools relevant to the service desk, including incident and problem management, proactive service resolution, knowledge management, smart reporting, digital workplace, and service request management. Discover the impact intelligent automation can have on creating and deploying innovative services. Access the 2021 Gartner® Magic Quadrant™ for ITSM. The Gartner Magic Quadrant for ITSM is the gold-standard resource helping you understand the strengths of major ITSM software vendors, insights into platform capabilities, integration opportunities, and many other factors to determine which solution best fits your needs. Download now Download now These postings are my own and do not necessarily represent BMC's position, strategies, or opinion. See an error or have a suggestion? Please let us know by emailing [email protected] BMC Bring the A-Game. From core to cloud to edge, BMC delivers the software and services that enable nearly 10,000 global customers, including 84% of the Forbes Global 100, to thrive in their ongoing evolution to an Autonomous Digital Enterprise. Learn more about BMC › You may also like. What is a CMDB and How to Optimize it for Service Delivery. ITAM 2015: The evolving role of the IT Asset Manager. How To Map the Incident Management Process. Knowledge Centered Support: The Framework For Service Desk Transformation. ITIL® Event Management. Videotron Uses BMC Solutions to Significantly Improve Service Management. About the author. Joseph Mathenge. Joseph is a global best practice trainer and consultant with over 14 years corporate experience. His passion is partnering with organizations around the world through training, development, adaptation, streamlining and benchmarking their strategic and operational policies and processes in line with best practice frameworks and international standards. His specialties are IT Service Management, Business Process Reengineering, Cyber Resilience and Project Management. View all posts
Topics
  • Topic
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  • Position
  • service
  • 89
  • 14
  • desk
  • 47
  • 14
  • service desk
  • 42
  • 14
  • level
  • 27
  • 14
  • support
  • 20
  • 14
  • role
  • 18
  • 14
  • user
  • 14
  • 14
  • customer
  • 13
  • 14
  • issue
  • 13
  • 14
  • analyst
  • 12
  • 14
  • management
  • 12
  • 14
  • standard
  • 10
  • 14
  • desk support
  • 9
  • 14
  • request
  • 9
  • 14
  • company
  • 8
  • 14
  • bmc
  • 8
  • 14
  • support analyst
  • 7
  • 14
  • customer service
  • 7
  • 14
  • framework
  • 7
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  • manager
  • 7
  • 14
  • incident
  • 7
  • 14
  • including
  • 7
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  • process
  • 7
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  • service desk support
  • 6
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  • desk support analyst
  • 6
  • 14
  • experience
  • 6
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  • resolution
  • 6
  • 14
  • problem
  • 6
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  • record
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  • solution
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  • contact
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  • information
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  • channel
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  • itsm
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  • range
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  • service desk role
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  • service level
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  • service request
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  • service management
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  • desk role
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  • service desk analyst
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  • service service
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  • promptly allocate
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  • desk analyst
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Result 15
TitleKing & Spalding Careers
Urlhttps://jobs.jobvite.com/kslaw/job/oVyGgfw9
Description
Date
Organic Position15
H1
H2
H3Administrative
Business Development
Consultants
Finance & Accounting
Human Resources
Information Technology & Information Security
Legal Practice Support
Paralegal Services
Recruiting
Staff Attorneys
Job Seeker Tools
H2WithAnchors
BodyCareers toggle menu Menu People Offices Capabilities Careers News & Insights About Languages Lawyers Experienced Lawyers Students Law Students UK Students Judicial Clerks Judicial Clerks Other Professionals Other Professionals The job listing no longer exists. Administrative. Office Coordinator Denver, Colorado Business Development. Business Development Coordinator or Sr. Coordinator - Government Matters 7 Locations Business Development Manager - Public Companies Team 4 Locations Consultants. Scientific Specialist 7 Locations Finance & Accounting. Billing Analyst Washington, District of Columbia Billing Analyst 2 Locations Senior Staff Accountant-ATL Atlanta, Georgia Senior Tax Accountant Atlanta, Georgia Treasury Specialist Atlanta, Georgia Human Resources. HRIS Analyst Atlanta, Georgia Human Resources Manager Washington, District of Columbia Recruiting Manager Atlanta, Georgia Senior Payroll HRIS Analyst Atlanta, Georgia Information Technology & Information Security. Product Specialist O365 Atlanta, Georgia Senior Technical Analyst Miami, Florida Sr. Database Administrator Atlanta, Georgia Technical Analyst New York, New York Legal Practice Support. Legal Practice Assistant Atlanta, Georgia Legal Practice Assistant Los Angeles, California Legal Practice Assistant New York, New York Legal Practice Assistant Miami, Florida Legal Practice Assistant San Francisco, California Resource Center Coordinator 8 Locations Resource Center Specialist New York, New York Resource Center Specialist (3rd Shift) 8 Locations Paralegal Services. Paralegal - Global Finance Atlanta, Georgia Paralegal - Global Finance New York, New York Paralegal - Litigation 2 Locations Paralegal - Litigation New York, New York Project Assistant - Trials & Global Disputes Austin, Texas Recruiting. Recruiting Coordinator or Senior Recruiting Coordinator 2 Locations Recruiting Coordinator or Senior Recruiting Coordinator New York, New York Staff Attorneys. eDiscovery Attorney 3 Locations Job Seeker Tools. Submit a General Application Check Your Application Sign-up for Job Alerts King & Spalding LLP (K&S) is committed to providing equal employment opportunity to all applicants and employees in full compliance with all state, federal, and local laws prohibiting discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, age, disability or any other status protected by applicable law.
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  • 10
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  • 10
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  • 10
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  • analyst
  • 7
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  • york york
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  • 6
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  • 6
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  • senior
  • 6
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  • 6
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  • assistant
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  • 3
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  • 3
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  • 3
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  • resource center
  • 3
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  • student
  • 3
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  • 3
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  • 3
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Result 16
TitleHelp Desk Analyst: Tier 1 Support Specialist | Clark State College
Urlhttps://www.clarkstate.edu/academics/short-term-training/skills-short-term-training/help-desk-analyst-tier-1-support-specialist/
Description
Date
Organic Position16
H1Help Desk Analyst: Tier 1 Support Specialist
H2Instructor
H3
H2WithAnchorsInstructor
BodyHelp Desk Analyst: Tier 1 Support Specialist This course is 100% online. Start anytime. Enroll Now Become a Certified Help Desk Analyst. Help desk analysts are on the frontline of providing remote support. If you want to join one of the fastest growing remote industries, this 100% online course will train you for a career as a help desk analyst. Key topics include telecommunication, support software and more. Enroll Now Job Outlook for Help Desk Analysts. According to the US Bureau of Labor Statistics (BLS), IT user support specialists, also known as help desk analysts, make a median annual wage of $50,000.The BLS also found that the demand for IT user support roles is projected to grow by 12% over the next five years. FAQs Help Desk Analysts WHAT DO HELP DESK ANALYSTS DO?A help desk analyst (or technician) is an IT user support professional who helps users resolve issues with computer hardware or software. Often working remotely, they will respond to user inquiries about hardware or software issues, assess the situation and help resolve the issue. Many times, help desk analysts will use screen sharing software or remote access software to work through the user’s problem in real time.ARE HELP DESK ANAYLSTS IN DEMAND?Yes. As more companies are going fully remote, the need for IT use support will only grow. In fact, many employees say the biggest challenges of working remote is setting up or troubleshooting software issues without an on-site IT support professional.DO HELP DESK ANALYSTS NEED CERTIFICATION?While not a prerequisite to getting a job, many organizations want certified or trained help desk analysts. Certification demonstrates a baseline understanding of IT user support, computer software and customer service. This course will prepare you to become a Certified Support Performance Tier-1 Support Specialist (SPC-T1SS). Course Objectives Understand how to make any customer interaction positive and effectiveLearn problem solving techniques that can be implemented while workingAssess your role in the industry and future opportunities for advancement Prerequisites and Requirements There are no prerequisites to take this course. Curriculum COMMUNICATION SKILLSReceive an introduction to the support industry. Discuss job opportunities, and work to understand customer satisfaction and best practices for telephone communication skills.ETHICS AND ISSUESLearn about human resource-related issues in the customer support world. Learn how to act assertively when dealing with customers while retaining a professional demeanor. You'll also discuss ethics in the workplace and best team building practices.TOOLS AND TECHNOLOGIESUnderstand the software and tools needed to stay current in the industry. You'll cover the technologies most often used at support centers and an overview of network administration.PROBLEM SOLVINGMaster the best ways to recover from an issue on the job. This section of the course will examine disaster recovery procedures, creative problem solving, and support processes.EXAM PREPARATIONReview the material that's been previously covered in the course in preparation for your final qualifying exam.PERFORMANCE OUTCOME ASSIGNMENTComplete the course by displaying competency development while using T1SS Competency Model. You'll also complete a scheduled iterative performance evaluation. Instructor. Eric SvendsenEric Svendsen, Ph.D., is CEO of SCInc. He developed seminars and course materials for the first industry-accredited help desk certification. He has also consulting for hundreds of organizations. Svendsen is the author of several books, including Presentation Skills and Accelerated Learning Techniques for Computer Trainers and he regularly contributes to industry publications like Support Solutions magazine and LifeRaft magazine. More recently, he contributed to A Guide to Computer User Support for Help Desk and Support Specialists, Third Edition.
Topics
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  • support
  • 20
  • 16
  • desk
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  • desk analyst
  • 12
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  • analyst
  • 12
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  • user
  • 9
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  • software
  • 8
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  • issue
  • 7
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  • support specialist
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  • industry
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  • user support
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  • computer
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  • certified
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  • 3
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Result 17
TitleService Desk Analyst Hourly Pay | PayScale
Urlhttps://www.payscale.com/research/US/Job=Service_Desk_Analyst/Hourly_Rate
DescriptionThe average hourly pay for a Service Desk Analyst is $19.87. Visit PayScale to research service desk analyst hourly pay by city, experience, skill, employer and more
Date
Organic Position17
H1Average Service Desk Analyst Hourly Pay
H2Featured Content
What is the Pay by Experience Level for Service Desk Analysts?
What Do Service Desk Analysts Do?
Job Satisfaction for Service Desk Analyst
Gender Breakdown
Common Health Benefits
76%
70%
65%
23%
H3
H2WithAnchorsFeatured Content
What is the Pay by Experience Level for Service Desk Analysts?
What Do Service Desk Analysts Do?
Job Satisfaction for Service Desk Analyst
Gender Breakdown
Common Health Benefits
76%
70%
65%
23%
BodyAverage Service Desk Analyst Hourly PayPayJob DetailsSkillsJob ListingsEmployersHow should I pay?Price a JobWhat am I worth?Find market worth$19.87/ hourAvg. Base Hourly Rate (USD)10%$14.35MEDIAN$19.8790%$26.53The average hourly pay for a Service Desk Analyst is $19.87Hourly Rate$14 - $27Bonus$450 - $5kProfit Sharing$981 - $5kTotal Pay$31k - $60kBased on 972 salary profiles (last updated Dec 21 2021)Is Average Service Desk Analyst Hourly Pay your job title? Find out what you should be paidUse our tool to get a personalized report on your market worth.What's this?EXPLORE BY:CityNew York, NYMinneapolis, MNAtlanta, GAHouston, TXTampa, FLDenver, COPhoenix, AZLos Angeles, CAChicago, ILMiami, FLSee All CitiesDon't see what you are looking for?Get A Free Custom Salary Report »ExperienceEntry LevelEarly CareerMid CareerExperiencedLate CareerDon't see what you are looking for?Get A Free Custom Salary Report »SkillInformation Technology (IT) SupportHelp Desk / Desktop Support (Tier 1)Customer ServiceHelp Desk / Desktop Support (Tier 2)Microsoft Active DirectoryMicrosoft OfficeTroubleshootingInformation Technology Infrastructure Library (ITIL)Systems TroubleshootingSystem AdministrationSee All SkillsDon't see what you are looking for?Get A Free Custom Salary Report »EmployerVirtevaTEKsystems, IncIT AuthoritiesHCL America, Inc.Geisinger Health SystemsBell TechlogixKaiser PermanenteIntelliteachTata Consultancy Services LimitedComputer Aid, Inc.See All EmployersDon't see what you are looking for?Get A Free Custom Salary Report »JobAdministrative AssistantOffice ManagerCustomer Service Representative (CSR)Systems AdministratorCashierInformation Technology (IT) ManagerSales AssociateOperations ManagerMechanical EngineerSupport Technician, Information Technology (IT)Don't see what you are looking for?Get A Free Custom Salary Report »Featured Content. ‹Remote WorkNew research shows how to set pay for remote employeesGender Pay GapNew research shows that each woman experiences the disparity of gender pay gap in different ways, depending on her position, age, race and education.Compensation Best Practices ReportFrom compensation planning to variable pay to pay equity analysis, we surveyed 4,900+ organizations on how they manage compensation.Why people quit their jobsWhy do people leave their jobs? We take a deep dive into what's impacting employee retention and what employees are looking for in their new role.How to ask for a raiseNew research on who's asking for raises and who's getting them as well as advice on how to ensure you're getting the salary you deserve.Variable Pay PlaybookBefore you decide whether variable pay is right for your org, get a deeper understanding of the variable pay options and the cultural impact of pay choices.›What is the Pay by Experience Level for Service Desk Analysts?Entry Level▼11%Early Career▼2%Mid Career▲9%Late Career▲17%Experienced▲21%An entry-level Service Desk Analyst with less than 1 year experience can expect to earn an average total compensation (includes tips, bonus, and overtime pay) of $17.61 based on 61 salaries. An early career Service Desk Analyst with 1-4 years of experience earns an average total compensation of $19.44 based on 608 salaries. A …Read moreWhat Do Service Desk Analysts Do?Service desk analysts are in charge of assessing and resolving customers' application- and software-related issues, as well as referring requests to other departments as needed. Among their responsibilities are receiving support requests from end users, collecting information from users using a variety of support tools, and working with other analysts as needed. At all times, service desk analysts must provide an excellent customer-service experience for users and resolve support tickets in a …Read moreService Desk Analyst TasksRespond to inquiries and user problems, document classification of incidents, and diagnose hardware and software.Follow up with customers to ensure resolution and close out incidents in the tracking system.Detect trends and patterns in incidents and maintenance, and provide ad hoc reports.Collect information from users to understand and resolve problems remotely or in person.Find your market worth – how it works:Job Satisfaction for Service Desk Analyst. 3.7 out of 5(259)Highly Satisfied50ReviewsBased on 259 responses, the job of Service Desk Analyst has received a job satisfaction rating of 3.72 out of 5. On average, Service Desk Analysts are highly satisfied with their job.Gender Breakdown. Male83.2%Female16.5%Prefer to self-define0.3%This data is based on 582 survey responses. Learn more about the gender pay gap.Common Health Benefits. Medical76%. Dental70%. Vision65%. None23%. WHAT AM I WORTH?What your skills are worth in the job market is constantly changing.
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Result 18
TitleService Desk Analyst III Job Opening in Plano, Texas - Texas Municipal League
Urlhttps://tml.careerwebsite.com/job/service-desk-analyst-iii/60781653/
DescriptionA new Service Desk Analyst III job is available in Plano, Texas. Check it out on Texas Municipal League
Date7 days ago
Organic Position18
H1Texas Municipal League
H2
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BodyTexas Municipal League Career Center Home Search Jobs Service Desk Analyst III Service Desk Analyst III City of Plano Plano, Texas, United States 7 days ago Icon-Share Apply Now Description To be considered for this position, please apply at plano.gov/jobs.  Do not apply through the TML website. The City of Plano’s Technology Services department is looking for a Level III Service Desk Analyst to join our team.  If you are someone that enjoys a variety in your day-to-day duties, this role may be for you!  The day-to-day for a Service Desk Analyst III varies from answering service calls from end users, receiving support requests via ServiceNow to creating and deploying software packages through Microsoft Configuration Manager as well as creating and deploying images via SCCM.  The ideal candidate would be: Customer service driven Excellent communication skills Team player Experience in OS image creation Four years of experience in Technology Service field or Bachelor’s Degree CompTIA A+ or equivalent certified Why work for Plano? Great Team environment Exceptional work-life balance Competitive Compensation and Retirement Benefits Comprehensive Insurance  At the City of Plano, our values make us who we are and guide us as we SERVE our city.  As members of Team Plano, our organizational Values (what is most important to us) make up the acronym, SERVE (Stewardship Engaged Respectful Visionary Excellence).  Summary of Duties:  Under general supervision, works with business partners within multiple business processes to align technology solutions with business strategies. Supports highly complex Technology Services (TS) processes, requiring design or integration of technical solutions that may cross multiple functions of the organization. Examples of ESSENTIAL JOB FUNCTIONS Management reserves the rights to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job. Resolves any incoming telephone, email or self-submitted requests for assistance, documenting the incident information, diagnosing, and resolving the customer incident locally or remotely. Establishes and maintains liaison relationship with business partners and TS Operational Groups to provide effective technical solutions; seeks opportunities to improve and deepen relationship between TS Operational Groups and business partners. Provides recommendations for business process redesign and documentation as needed for new technology. Develops user test cases and system integration testing and validates test results during testing; reviews test plans; monitors testing process to ensure that business results are adequately tested with minimal risk; executes test cases; ensures test strategies involve appropriate integration and process components. Investigates, resolves, and escalates problems and implements workarounds to enable Business Partners to alleviate service impacts; identifies need for technical assistance to help in problem resolution; works with technical assistance to resolve problems. Take ownership of problems and proactively resolves technical problems, ensuring that technical solutions continue to meet business requirements. Supports the Incident Management process using an IT Service Management tool to manage the ticket and request queues, ensuring that tickets are addressed by priority to meet all Service Level Agreement (SLA) and Operational Level Agreements (OLA). Test fixes and perform post-resolution follow-ups to ensure problems have been adequately been resolved. Performs End User Training by writing well defined documentation, including but not limited to user manuals and FAQ lists; may schedule and coordinate End User Training. Reviews or establishes and may approve End User Training Curriculum and End User Documentation for completeness and correctness. Use the Change Management process to identify, design and implement changes to improve system functionality, alleviate interoperability challenges, and improve systems health. Coaches and mentors junior team members. Evaluates new hardware and software products to provide recommendations and to support purchasing efforts while complying with Procurement Law requirements; gathers and verifies requirements. Creates and maintains system models, specifications, diagrams, and charts to provide troubleshooting aid tools for the team. Records, tracks, and documents the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.  Identifies and learns appropriate solutions used and supported by the organization. Posts software updates, drivers, knowledge bases, and frequently asked question resources on company intranet to assist in problem resolution. Performs preventive maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, etc. Available to be the on-call analyst on a rotating basis with other members of the team. Serves as technical escalation point. Regular and consistent attendance for the assigned work schedule is essential. Marginal Duties: Performs other duties as assigned. Typical Decisions: The analyst will examine all open tickets and determine the priority and impact to determine how quickly incidents will be resolved or escalated to the Supervisor. The analyst would be able to see an opportunity for process improvement. Then research ways to implement the improvement. Requirements Minimum Qualifications: Knowledge of: Experience with Installation, configuration and troubleshooting Windows clients in an Enterprise Environment. Experience with Active Directory, Group Policy, System Center Configuration Manager (SCCM) and PowerShell. Experience supporting Android and Apple mobile devices. Experience supporting Apple products; Macs, iPads and MacBooks. Experience troubleshooting basic wired and wireless network issues. Providing exemplary customer service to end users in a fast paced and divers environment. Skill in: Communicating effectively both verbally and in writing; Education: Bachelor’s Degree from an accredited college or university in computer science or related field. Experience: Four (4) years of equivalent experience in the Technology Services field. Two years of experience in a technology support position. Any work-related experience resulting in acceptable proficiency levels in the above Minimum Qualifications is an acceptable substitute for the above specified experience requirements. Bachelor’s Degree can be substituted for up to four (4) years of experience. Any work-related experience resulting in acceptable proficiency levels in the above Minimum Qualifications is an acceptable substitute for the above specified education and experience requirements Licenses and Certifications: Texas Class C driver’s license may be required (must obtain within 30 days of hire per state law). Microsoft Certified Solutions Associate (MSCA) Windows 10 certification CompTIA Security+ CompTIA Network+ CompTIA A Conditions of Employment:   Must pass a drug test, driver license check (if license required), criminal history background check, periodic CJIS background check (for positions requiring access into Police buildings) and social security number verification check. Physical Demands and Working Conditions: While performing duties of this job, the employee is regularly required to talk and hear. This position is very active and requires standing, walking, bending, kneeling, stooping, crouching, and crawling. The employee must frequently lift and/or move items up to 50lbs. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth vision and ability to adjust focus. The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties and skills which may be required. The position also requires meeting the essential requirements of the Physical Demands and Working Conditions, with or without reasonable accommodation. Job Information Job ID: 60781653 Location: Plano, Texas, United States Plano, Texas, United States Position Title: Service Desk Analyst III Company Name: City of Plano Job Function: Technology Job Type: Full-Time Job Duration: Indefinite Min Education: BA/BS/Undergraduate Min Experience: 3-5 Years Required Travel: None Salary: $61,493.00 - $92,241.00 (Yearly Salary) City of Plano Please refer to the company's website or job descriptions to learn more about them. View Full Profile Jobs You May Like Plans Review Services Supervisor City of Plano Plano, TX, United States Systems Architect City of Plano Plano, TX, United States Police Officer Plano Police Dept. Plano, TX, United States Detention Officer Plano Police Dept. Plano, TX, United States No content No content {Error Message Title} × Insert additional messaging here. We use cookies on this site to enhance your experience. By using our website you accept our use of cookies. Yes, I agree More Information CookiesYourMembership uses cookies for your convenience and security. Cookies are text files stored on the browser of your computer and are used to make your experience on web sites more personal and less cumbersome. You may choose to decline cookies if your browser permits, but doing so may affect your ability to access or use certain features of this site. Please refer to your web browser's help function for assistance on how to change your preferences. View complete Cookie Policy Close
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Result 19
TitleJob title: Senior Service Desk Analyst Department: IT Jurisdiction
Urlhttps://www.ogier.com/media/Job_description_-_Senior_Service_Desk_Analyst_-_February_2019_-_Jersey1.pdf
DescriptionJob title: Senior Service Desk Analyst. Department: IT. Jurisdiction: Jersey. ADMIN-38514586-1. Purpose of the role. Contribute to the smooth running of the ...
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Organic Position19
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Result 20
TitleAllegiant - Service Desk Analyst
Urlhttps://jobs.lever.co/allegiantair/b9ea4df2-435a-4b0c-ba44-013f76749e36
Description
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Organic Position20
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H2WithAnchorsService Desk Analyst
Bodynalyst. Las Vegas, NV /Information Technology – Systems Admin /Full-TimeApply for this jobSummaryThe primary responsibilities of the NOC Tech I are: Be the primary point of contact for all IT incidents and service requests and proactively monitor and escalate application, network and system incidents to ensure maximum availability and performance.This role will involve performing these tasks using various tools, ITSM software and monitoring systems. The NOC Tech I also serves as a coordination point for communication between internal and external customers and operations teams. This candidate will also help with documenting outage events and root cause analysis of recurring incidents and raising escalations internally and externally as necessary. The ideal candidate must have strong communication skills and an aptitude to spot long-term trends in an enterprise environment. A NOC Tech I must be a self-starter, have great attention to detail, and work with multiple tasks easily.Visa Sponsorship Available: NoMinimum RequirementsCombination of Education and Experience will be considered. Must be authorized to work in the US as defined by the Immigration Act of 1986. Must pass a Criminal Background Check.Education: High School Diploma/GED- Years of Experience: Minimum two (2) years of experience in the information technology field.• Previous Service Desk experience within an ITIL environment.• Candidates must possess the ability to multitask, problem solve, think clearly and respond in a fast-paced enterprise environment without losing composure.• Must be reliable and dependable, self-motivated and willing to learn .• Possess ability to work independently and with minimal supervision.• Effectively communicate with other departments to manage any escalating issues in a timely manner.• Ability to read and comprehend technical literature.• Must use active listening, empathy, critical thinking and have a positive attitude.• Strong analytical skills and the ability to work effectively on your own and in a team environment.• Experience of using appropriate IT technology, methods, principles and equipment such as:Windows and MAC OS.Basic Networking knowledge.Active Directory.• Possess knowledge of network resources and components, software monitoring tools, hardware, and the video, Internet, and telephone infrastructure.• Ability to identify when to escalate an advanced issues based on priority matrix.Preferred Requirements• Industry related certifications.• College coursework in Computer Science, Computer Engineering, or Information Systems related program, or equivalent experience.Job Duties• Engage in proactive and reactive monitoring of Allegiant’s enterprise infrastructure utilizing multiple network monitoring tools.• Document and actively coordinate resolution of outages and incidents; assist in troubleshooting and pinpointing service outage components.• Document any priority issues for reference in the future.• Communicate regularly with other IT teams working on various issues and projects.• Coordinate efforts with third parties and vendors to resolve problems and issues as they arise.• Provide timely, comprehensive support to customers; achieve efficient resolution to outstanding problems or issues.• Apply knowledge of network resources and components, software monitoring tools, hardware, and the video, Internet, and telephone infrastructure.• Update process documentation and internal knowledge base to ensure all procedures are known and current.• Log all relevant incident/service request details, allocating categorization and prioritization codes.• Ensure that open support requests are updated in a timely manner keeping users informed of progress.• Identify when to escalate an advanced issues based on priority matrix.• Review flight delays to ensure they are being challenged or investigated appropriately.• Establish and maintain a constructive relationship between the service provider and the customer based on understanding the customer and their business drivers.• Identify changes to the customer environment and technology trends that could potentially impact the type, level or utilization of services provided.• Provide first line support and triage.• Ensure the current and future service level requirements of customers are identified, understood and documented in SLA and service level requirements documents.• Measure, record, analyze and improve customer satisfaction.• Other duties as required by IT Service Desk Operations.Physical RequirementsThe Physical Demands and Work Environment described here are a representative of those that must be met by a Team Member to successfully perform the essential functions of the role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.Office - While performing the duties of this job, the Team Member is regularly required to stand, sit, talk, hear, see, reach, stoop, kneel, and use hands and fingers to operate a computer, key board, printer, and phone. May be required to lift, push, pull, or carry up to 20 lbs. May be required to work various shifts/days in a 24-hour situation. Regular attendance is a requirement of the role. Exposure to moderate noise (i.e. business office with computers, phones, printers, and foot traffic), temperature and light fluctuations. Ability to work in a confined area as well as the ability to sit at a computer terminal for an extended period of time. Some travel may be a requirement of the role.COVID-19 Vaccination National MandateAllegiant requires all team members to complete a record in Allegiant’s Vaccination Tracking Tool. Team Members may opt to provide records documenting their fully vaccinated status or agree to comply with weekly COVID-19 testing and reporting. Requests for medical and religious exemptions for those who cannot be vaccinated will be considered with substantiating documentation.Essential Services ProviderAllegiant as a national air carrier is deemed an essential service provider during declared national and state emergencies. Team Members will be required to report to their assigned trip or work location during national and state emergencies unless prohibited by local, state or federal order.EEO StatementEqual Opportunity Employer: Disability/VeteranFor more information, see https://allegiantair.jobsPeople of color, women, LGBTQIA+, immigrants, veterans and persons with disabilities are encouraged to apply.Apply for this jobAllegiant Home PageJobs powered by
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Result 21
TitleService Desk Analyst at Kroll
Urlhttps://careers.kroll.com/job/mumbai/service-desk-analyst/25499/12705081728
DescriptionLearn more about applying for Service Desk Analyst at Kroll
Date
Organic Position21
H1Service Desk Analyst
H2Follow Us
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Featured Jobs
Explore your Potential
Join The Kroll Talent Community
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BodyService Desk Analyst Job ID 21003095 Mumbai, India Apply now In a world of disruption and increasingly complex business challenges, our professionals bring truth into focus with the Kroll Lens. Our sharp analytical skills, paired with the latest technology, allow us to give our clients clarity—not just answers—in all areas of business. We embrace diverse backgrounds and global perspectives, and we cultivate diversity by respecting, including, and valuing one another. As part of One team, One Kroll, you’ll contribute to a supportive and collaborative work environment that empowers you to excel. At Kroll, your work will help deliver clarity to our clients’ most complex governance, risk, and transparency challenges. Apply now to join One team, One Kroll.Responsibilities:Provide first level technical assistance via phone and electronicallySupport the company’s content management and file sharing applicationAssign and maintain user access to the file sharing applicationInitiate and complete onboarding and offboarding activities for all new hires and exitsProvide training on functionalities and capabilities of the File sharing applicationIdentify potential issues and Troubleshoot application related issuesIdentify and escalate situations requiring urgent attentionWork with the vendor directly to resolve issuesAct as a single point of contact for usersEscalate recurring problems to the Service Desk supervisorFollow up with end users to provide status updates as per Service Level guidelinesSupport end users with their use of all Internal applicationsLog all incidents and requests in the ITSM toolIdentify new issues and contribute to Knowledge Base development stay current with system information, changes and updatesAdhere to the documented policies and proceduresRequirements:Ability and willingness to work in a 24*7*365 environmentExcellent communication skillsStrong customer service skills2-3 years of experience with Active Directory and Exchange2-3 years of experience with using and support Files sharing applicationsCandidates must have minimum of 2-3 years of experience in IT Helpdesk environmentExperience using a helpdesk or IT incident management softwareBasic knowledge of User and Security groups in Active Directory managementQualifications:Bachelor’s Degree preferredProficiency in English. Bilingual preferred (Good knowledge of Spanish/Italian/German/Japanese)An ITIL qualification is preferable but not essentialSound understanding on customer support, operations and processesIn order to be considered for a position, you must formally apply via careers.kroll.com.Kroll is committed to equal opportunity and diversity, and recruits people based on merit. Apply now OR Match jobs with LinkedIn Any information we receive from LinkedIn is determined by LinkedIn and your privacy settings thereon. Duff & Phelps is not responsible for the privacy practices of any non-D&P operated websites. We will process any data we receive in accordance with our privacy policy. OK Looking for remote roles? Click here. Featured Jobs. Finance Administrator Hong Kong, Central and Western District Senior Associate, Compliance Consulting Singapore, Analyst, Compliance Consulting Singapore, Service Desk Analyst II Mumbai, Maharashtra View all jobs Explore your Potential. Professional Growth. At Kroll, you’ll be encouraged to reach your peak—and then push further. We’ll complement your current skill set with a personalized growth and development plan. Learn more Global Locations. With more than 2,500 employees working in major business centers across North America, South America, Europe and Asia, we provide clients with both the local knowledge and the global resources they need. Learn more Network of Women. The Network of Women (NOW) was launched in 2012 to attract, develop and retain women at all levels of the firm. Learn more Promote Program at Kroll. At Kroll, we help our employees reach their full career path potential. Learn more about The Promote Program here. Learn more Get connected to Kroll . Join The Kroll Talent Community. Join Follow Us. LinkedIn Facebook YouTube Twitter
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Result 22
TitleService Desk Analyst - Service Desk Institute
Urlhttps://www.servicedeskinstitute.com/training-development-2/service-desk-analyst/
DescriptionSDI's service desk analyst qualification course equips the support analyst with the skills and knowledge essential to delivering excellent levels of customer service and support
Date
Organic Position22
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H2Service Desk Analyst
Download Service Desk Analyst Leaflet
H3SDI courses are delivered by experienced trainers who combine service desk knowledge and real-world experience with the latest learning techniques. That’s why we are the choice of so many of the UK and Europe’s most successful service desks
H2WithAnchorsService Desk Analyst
Download Service Desk Analyst Leaflet
Body"220" height="49" src="https://www.servicedeskinstitute.com/wp-content/uploads/2020/11/sdi-menu-logo.svg" class="attachment-full size-full" alt="SDI Logo" /> Menu Get in Touch Log inItems: 0 Service DeskCertification Menu Service Desk Essential Handbook Service Desk Certification Success Stories Service Desk Steps to CertificationTraining &Development Menu Recruitment Via SDI Service Desk Professional Standards Developing A Top Performing TeamServiceImprovement Menu Expert One-to-One Advice Inspiring Success Stories Check Your Service's VitalsMembership &Community Menu What Can SDI Membership Do For You? Hear From Our Community Login to Your Membership AccountEvents &Networking Menu Tools &Technology Menu Join Our Next ITSM Tools Demo Day Get Help With Tool Selection Reach More ITSM BuyersService DeskInsight Menu Insight Webinars ITSM Trends 2021 Industry Reports MenuService Desk Analyst. The SDI Service Desk Analyst Course provides the essential skills and knowledge required for delivering customer service and support excellence. Covering three days of learning, plus the qualification exam at the end of the course, analysts will fully explore the modules covered in SDI’s professional standard for Service Desk Analysts.Watch this video on the SDA course to learn more about the content, delivery and value of this popular qualification:. Service Desk Analyst (SDA) course update:. Service Desk Institute (SDI) is the worldwide organisation for setting best practice service desk standards in the IT service and support industry. SDI and PeopleCert; global leaders in the examination and certification industry, have recently updated the Service Desk Analyst (SDA) and Service Desk Manager (SDM) professional standards.The newly refreshed SDA course syllabus and qualification has been available to candidates from September 2020.Download Service Desk Analyst Leaflet. Download your copy of the SDA leaflet for more info on the course, qualification and why Manager's send their Analysts on this course. Note: The file may go straight into your downloads folder. View SDA Leaflet Updated SDA Course Overview (from Sept 2020 onward):This course contains everything that is typically core to the role of a Service Desk Analyst:Roles and responsibilities: learn everything you need to know about being a professional, efficient, and effective service desk analyst and the key features of delivering service excellenceRelationship management: discover the importance of collaboration, teamwork, customer relationships and cultural awareness across a global perspectiveEffective communication skills and competencies: explore the principles of good verbal, non-verbal, formal, and informal communication skills, the benefits of active listening and the different ways which people communicateProblem-solving: a close look at problem solving techniques, critical thinking, inductive and deductive reasoning, and enhancing your creativity to reach a resolution fasterEffective rapport and conflict management skills: learn how to develop rapport with your colleagues and customers, understand the importance of good emotional intelligence and how this can aid conflict management and negotiationResilience: understand and develop emotional resilience to help detect and manage both positive and negative signs of stressManaging practices, processes, and procedures: establish the need for practices, processes, and procedures for interaction handling and how to create and maintain high-quality documentationIT Service Management: learn about the purpose and roles within the service desk of key IT Service Management practices including incident management, service request management, problem management, knowledge management and information security managementQuality assurance program: review the importance of quality assurance activities, commonly used quality assurance practices, customer satisfaction surveys and the benefits of metricsManaging customer feedback: understand the purpose, objectives, and components of successful feedback managementSupport methods: gain an insight into the different methods of delivering support, including the benefits of remote support and self-serviceAI & automation: identify common examples, benefits and challenges of AI and automation within service management View All Courses Who should attend?The SDA qualification course is for front-line IT service and support analysts with some experience in a first line or second line service desk environment. This course is perfect for analysts looking to grow in their role and gain a recognised qualification in their profession. This course will help them to develop practical skills whilst earning a certificate that endorses their commitment and knowledge. Learning OutcomesAt the end of this course you will have:• Essential skills and competencies to deliver efficient and effective support in the Service Desk environment• Practical knowledge of how to use these skills to deal effectively with a variety of situations• A clear understanding of how to identify customer needs and motivations, and how to handle difficult situations• Understand the importance of teamwork in the support environment• A thorough grounding in the skills, competencies, responsibilities and knowledge required of a professional and effective Service Desk analyst In- House TrainingThe Service Desk Analyst Course can also be tailored for in-house delivery for focused groups/ individuals or project teams at your premises or even delivered virtually.Find out more by visiting our bespoke and in-house training page here>> How to Book...Online:. Visit the Find A Course page and use the filters to select Service Desk Analyst. Select your date and location, then click ‘Book Now’ to add to your cart. SDI member discounts will be applied automatically.Phone:. Contact a member of our training team on +44 (0)1689 889100, we’re always happy to help!Email:. Contact us at [email protected] SDI courses are delivered by experienced trainers who combine service desk knowledge and real-world experience with the latest learning techniques. That’s why we are the choice of so many of the UK and Europe’s most successful service desks. “I thoroughly enjoyed the experience and found the course very informative. As well as learning the standards, it gave me more confidence in my role. It was great to meet other people from different areas and discuss different ideas and opinions. I feel that I am more in tune with what my analysts do and how they do it, helping us work together.“. – Cindy Sikkema-Bridger, Customer Service Co-ordinator, Brett Group “Many thanks for the boost of confidence this training has given me and for all the helpful tips and information. It was really refreshing to be guided by someone who has a clear passion in delivering great service and who also has lots of experience in helping others to do so.“. – Dan Upton, Service Desk Analyst at Plymouth University Download SDI Training & Development Brochure MESSAGE US X
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  • 22
  • importance
  • 4
  • 22
  • benefit
  • 4
  • 22
  • understand
  • 4
  • 22
  • experience
  • 4
  • 22
  • training
  • 4
  • 22
  • service support
  • 3
  • 22
  • skill competency
  • 3
  • 22
  • service management
  • 3
  • 22
  • develop
  • 3
  • 22
  • quality
  • 3
  • 22
  • assurance
  • 3
  • 22
  • line
  • 3
  • 22
  • environment
  • 3
  • 22
Result 23
TitleService desk analyst | Try Freshservice ITIL Solution
Urlhttps://freshservice.com/it-service-desk-software/service-desk-analyst
DescriptionCheck out What is a service desk? ✓ Who is a service desk analyst? ✓ What does a service desk analyst do? ✓ Essential skills of a service desk analyst ✓ Freshservice
Date
Organic Position23
H1Service Desk Analyst
H2What is a service desk?
Who is a service desk analyst?
What does a service desk analyst do?
Essential skills of a service desk analyst
Measuring the performance of a service desk analyst
Top tools for service desk analysts
The value of service desk analyst in an organization
Sign up for Freshservice today
H3Try Freshservice free for 21 days
Try a service desk free for 21 days
H2WithAnchorsWhat is a service desk?
Who is a service desk analyst?
What does a service desk analyst do?
Essential skills of a service desk analyst
Measuring the performance of a service desk analyst
Top tools for service desk analysts
The value of service desk analyst in an organization
Sign up for Freshservice today
BodyService Desk Analyst A detailed view of the role of a service desk analyst TRY SERVICE DESK Try Freshservice free for 21 days. What is a service desk? A service desk is a communications epicenter that makes available a single point of contact (SPOC) between an organization and its employees, customers, business partners and related stakeholders. The duty of a service desk is to make sure that users receive the right help in a well-timed manner. Service desks are designed to take care of both incidents and service requests. In this context, an incident is an occurrence that results in a disruption in service disposal or quality. A service request seeks help with an unchanging task, such as assisting a user change a password or helping a new user set up in work systems. Other services delivered may include change management, release management and tasks related to configuration. The service desk is one of three main preferences for the customer and/or user support. The other two SPOC bodies are help desks and call centers. There has often been a misperception about the difference between service desks and help desks. ITIL v2 defines service desk as just another term for help desk. Conversely, ITIL v3 distinguishes between the two, saying that service desks deliver wide-ranging service capabilities, resolve more difficulties in fewer steps and qualify integration of business processes into the service management infrastructure. The Information Technology Infrastructure Library (ITIL) describes the service desk as an important information technology service management (ITSM) tool. ITIL is an internationally recognized collection of best practices for IT service management. Try a service desk free for 21 days. Get Started Who is a service desk analyst? The definite job description for a service desk analyst differs a bit among employers, but there are some fundamentals that they all have in common. Service desk analysts work for almost every type of industry; from healthcare to education, and from automobile to finance. When you employ a service desk analyst, you’re hiring someone to be responsible for hardware and software support for your business. A service desk analyst will have to ensure that software licenses are up to date, keep track of your IT portfolio, and research and troubleshoot hardware and software glitches for users in the rest of the organization. Every so often, a service desk analyst maintains, manages, and modernizes a company’s knowledge database. When new hardware arrives, the service desk analyst will set it up and test it and load the required software onto the hardware. A service desk analyst will have to cater to numerous incoming requests by comprehending end-user needs. One of the large benefits of having a service desk analyst is that organizations no longer find the need to play “catch-up” with inventory. When the service desk analyst makes use of a ticketing system, problems are pinpointed, and end-users can hold the service desk analyst liable for not fixing an issue for which a ticket was submitted. Good service desk software helps with usage and problem patterns and can support the business with its long term IT strategy. With good service desk software and a good service desk analyst, businesses can track assets better, implement efficient solutions to end-user problems, and build a healthier IT ecosystem. What does a service desk analyst do? The primary role of a service desk analyst is that of delivering first level support through taking calls and managing the resulting Incidents or Service Requests, using the incident management and request fulfillment procedures, in line with service desk objectives. Essential duties, roles and responsibilities of a service desk analyst include, but are not limited to: Timely response to requests for technical assistance electronically, in person, or via phone Identify and resolve technical hardware and software concerns assigned to them Research solutions using the presented information resources Advice users on appropriate action, sometimes tutoring of a user might be required Adhere to standard service desk procedures Log all service desk communications and document issue resolution using an ITSM system Keep an accurate inventory of all hardware and software resources and fragments Administer ITSM software Identify and meritoriously prioritize situations that require urgent attention Track and route problems or requests, and document resolutions Stay up-to-date with system information, changes and updates Maintain exceptional communication with all end users and other related members in the technology department Work with outside vendors if needed Install and support user applications In small service desks, it is possible that a Senior Service Desk Analyst will also act as a supervisor – but in larger service desks, it is probable that a committed Service Desk Supervisor/Senior Service Desk Analyst role will be required. Where shift hours dictate, there may be two or more Senior Service Desk Analysts who fulfill the role, typically on an intersecting basis. The Supervisor/Senior Service Desk Analyst role typically includes: Guaranteeing that staffing and skill levels are continued throughout operational hours by handling shift staffing schedules, etc. Undertaking HR activities as needed Acting as an escalation point where challenging or divisive calls are received Generating statistics and management reports Representing the Service Desk at meetings Organizing staff training and awareness sessions Interacting with senior management Act as a go-between with change management Carrying out briefings to Service Desk Analysts on changes or dispositions that may affect volumes at the Service Desk Helping Service Desk Analysts in delivering first line support when workloads are high, or where supplementary experience is essential. Essential skills of a service desk analyst. Skill Description Customer service management Handles customer service functions, together with responding to issue reports, access and information requests. Uses results of customer satisfaction metrics to improve services and has positive relationships with customers. Ownership and initiative Takes responsibility of problems and proactively resolves technical difficulties, making sure that technical solutions carry on meeting business requirements. Takes full liability for actions taken and resolutions made. Service focus Maintains focus on the whole lifecycle of service delivery - design, develop, deliver and operate. Confirms that a set of IT products, suppliers and vendors are unified to deliver an IT service. Service reporting Takes management info and combines agreed key performance indicators into product or service measures that reinforce service management of a particular product or service. User focus Recognizes user needs and behavior based on evidence. Translates user stories and suggests design approaches or services to meet these needs and participates in meaningful interactions and associations with users. Puts users first and can manage challenging priorities. Measuring the performance of a service desk analyst. Metrics should be established so that the performance of the Service Desk Analyst can be assessed at regular intervals. This is imperative in order to assess maturity, competence and effectiveness, and to establish any prospects to improve service desk operations. Metrics for the performance of a Service Desk Analyst must be genuine and carefully chosen. It is common to select those metrics that are straightforwardly available, and that may seem to be a potential indication of performance; however, this can be deceptive. For example, the total number of calls taken by the Service Desk Analyst is not in itself a hint of either good or bad performance, and may, in fact, be triggered by events completely beyond the control of the service desk – for example, a particularly busy period for the organization or the release of a new version of an important corporate system can lead to an increase in the number of calls to the Service Desk Analyst. This can show less dependable services over that period of time – but may also indicate increased user assurance in a service desk that is maturing, ensuing in a higher probability that users will seek assistance rather than try to cope without help. Added analysis and more detailed metrics are necessary and must be studied over a period of time. These will include the call handling statistics (Average Speed to Answer (ASA), Abandoned Call Rate (ABR)), and additionally: The first line resolution rate: The percentages of calls resolved at one go, without escalating them to other support groups. This is the figure often quoted by organizations as the key measure of the Service Desk’s performance: For greater accuracy and more valid comparisons this can be broken down further as follows: The percentage of calls resolved during the first contact with the Service Desk Analyst, when the user is still on the telephone to report the call. The percentage of calls resolved by the Service Desk Analysts themselves without having to seek further support from other groups. Time taken to resolve an incident (when resolved at first line) Time taken to escalate an incident (where first line resolution does not happen) Average Service Desk cost of managing an incident. By gauging the type of incident with call duration, a more distinguished picture of cost per call by type arises and indicates which incident types tend to cost more to resolve and are potential targets for improvement. Percentage of user updates conducted within target times, as described in Service Level Agreements targets: Average time to review and close a resolved call The number of calls segregated by the time of day or week, combined with the average call time metric, is important to determining the number of service desk analysts required Number of calls over a specific period (day/week/ month etc.) Trend analysis Incident Turnaround Time (ITAT) Number of erroneously assigned incidents Top tools for service desk analysts. Service desk tools are software that enable the service desk analysts to operate more efficiently and effectively. A service desk — a call center, contact center, or help desk — is a single point of contact for all IT requests and requirements of the end-users. Help desk tools are distinctive software that actively solve user problems (incidents) and answers user queries, providing a single interface for all client change requests, third parties, software licensing, etc. Choosing service desk software with the right set of features for a business can be challenging and time-consuming. Here is a list of the best service desk software systems, selected by SaaS experts, to help service desk analysts deliver to the best of their abilities: Freshservice Samanage ManageEngine ServiceDesk JIRA Service Desk Zendesk Track-It! BMC Remedy 9 Cherwell IT Service Management Agiloft Re:Desk ServiceNow GoToAssist Spiceworks EasyVista Wolken Try a service desk free for 21 days. GET STARTED The value of service desk analyst in an organization. The Service Desk Analyst is an essential resource of the ITSM function of contemporary companies. As technology takes on a larger role as an integrated part of business progressions and users’ experiences, making sure that the technology services are functioning well and available to those people who need to use them is crucial. The user-centric IT Service desk, with its coordinated workflows, deep organizational knowledge and links into the rest of the IT organization, is the central connection between users and the IT organization. Every organization is unique and a service desk analyst and tools need to be fully associated with a company’s business needs. Whether an organization is more technology focused and requires an integrated ITSM solution like Freshservice, or takes a broader view of the service desk in supporting IT and other business functions, a service desk analyst plays a significant role in the success of a business. Sign up for Freshservice today. Start your 21-day free trial. No credit card required. No strings attached. Sign up for free We use cookies to offer you a better browsing experience, analyse site traffic, personalize content, and serve targeted advertisements. Read about how we use cookies in our Privacy Notice. Our Cookie Policy provides information about managing cookie settings. Accept and close Sorry, our deep-dive didn’t help. Please try a different search term.
Topics
  • Topic
  • Tf
  • Position
  • service
  • 98
  • 23
  • desk
  • 79
  • 23
  • service desk
  • 75
  • 23
  • service desk analyst
  • 39
  • 23
  • desk analyst
  • 39
  • 23
  • analyst
  • 39
  • 23
  • user
  • 27
  • 23
  • call
  • 18
  • 23
  • software
  • 14
  • 23
  • management
  • 13
  • 23
  • business
  • 12
  • 23
  • incident
  • 12
  • 23
  • organization
  • 10
  • 23
  • request
  • 10
  • 23
  • time
  • 10
  • 23
  • performance
  • 8
  • 23
  • role
  • 8
  • 23
  • support
  • 8
  • 23
  • information
  • 7
  • 23
  • service management
  • 6
  • 23
  • customer
  • 6
  • 23
  • system
  • 6
  • 23
  • technology
  • 6
  • 23
  • hardware
  • 6
  • 23
  • problem
  • 6
  • 23
  • metric
  • 6
  • 23
  • number
  • 6
  • 23
  • end user
  • 5
  • 23
  • tool
  • 5
  • 23
  • required
  • 5
  • 23
  • end
  • 5
  • 23
  • line
  • 5
  • 23
  • resolution
  • 5
  • 23
  • take
  • 5
  • 23
  • resolved
  • 5
  • 23
  • service desk software
  • 4
  • 23
  • 21 day
  • 4
  • 23
  • hardware software
  • 4
  • 23
  • desk software
  • 4
  • 23
  • number call
  • 4
  • 23
  • free 21 day
  • 3
  • 23
  • good service desk
  • 3
  • 23
  • performance service desk
  • 3
  • 23
  • percentage call resolved
  • 3
  • 23
  • free 21
  • 3
  • 23
  • service request
  • 3
  • 23
  • good service
  • 3
  • 23
  • performance service
  • 3
  • 23
  • percentage call
  • 3
  • 23
  • call resolved
  • 3
  • 23
Result 24
TitleIT Service Desk Analyst | IDRC - International Development Research Centre
Urlhttps://www.idrc.ca/en/job/it-service-desk-analyst
DescriptionJob Summary As a member of the IT Service Desk team, the incumbent ensures the efficient functioning of user IT tools in order to facilitate the accomplishment of IDRC employees’ day-to-day work. The incumbent responds to user requests, analyses, logs, and resolves desktop hardware and software problems. S/he provides in-person, telephone and remote support to IDRC Ottawa clients and occasionally to Regional Office staff members and other recognized users of the IDRC network with respect to the use of the Centre’s corporate software and desktop, laptop, Smartphone and peripheral
Date
Organic Position24
H1IT Service Desk Analyst
H2Job Summary
Primary Duties or Responsibilities
Other Duties
Job Scope
H3IT Service Delivery
Research and Planning
Distinctive Responsibilities
Asset Management
H2WithAnchorsJob Summary
Primary Duties or Responsibilities
Other Duties
Job Scope
BodyIT Service Desk Analyst Job Summary. As a member of the IT Service Desk team, the incumbent ensures the efficient functioning of user IT tools in order to facilitate the accomplishment of IDRC employees’ day-to-day work.  The incumbent responds to user requests, analyses, logs, and resolves desktop hardware and software problems.  S/he provides in-person, telephone and remote support to IDRC Ottawa clients and occasionally to Regional Office staff members and other recognized users of the IDRC network with respect to the use of the Centre’s corporate software and desktop, laptop, Smartphone and peripheral hardware. S/he deploys corporate hardware and software to staff within IDRC’s Ottawa office, monitors virus and Internet vulnerabilities, updates and maintains desktop security. S/he maintains all drivers for computers and printers, ensuring they are compatible and up-to-date. S/he participates in IT technology implementations that will enhance the infrastructure and services for the Centre users.  S/he assumes a product management role for a limited set of corporate hardware or software components, and participates in IMTD-led projects to represent users’ interests and to determine impact on desktop technologies. Other responsibilities (i.e. corporate software license coordination, desktop image configuration and deployment, and asset management) are assigned to individual Analysts within the team.  Primary Duties or Responsibilities. IT Service Delivery. Responds to phone inquiries and requests for assistance, handles incoming email requests and notifications, maintains IT loans and cloning, advises other IMTD support staff of issues and reported problems.  Provides software and computer hardware support, troubleshoots and resolves issues that occur to ensure proper functionality and minimum downtime to the users by:   visiting clients on the floors monitoring outstanding issues and ensuring appropriate follow-up researching websites and knowledgebases for solutions contacting vendors for bugs or problems with software assessing clients’ needs and requirements evaluating and implementing solutions Recommends hardware and software changes and updates to the Supervisor, IT Service Desk, to ensure optimal operation and availability of users’ desktop environment. Assists other IMTD units and Regional office staff, by performing analysis, investigation and testing regarding the performance and capability of the desktop, Corporate Information Systems (CIS) components and applications. Advises on potential service issues and conflicts, investigates alternatives, reports and recommends alternative solutions to the appropriate IMTD Supervisor, Manager or project manager. Performs basic account administration duties according to established procedures to expedite response to user requests including password changes, and account extensions. Performs basic account administration duties according to established procedures to expedite response to user requests including password changes, and account extensions. Ensures compliance with IT-related policies through the implementation of effective and efficient Service Desk procedures (e.g. CIS Authorization form, Employee Exit form, software installations, etc.).   Research and Planning. Acts as the product manager for a limited set of corporate hardware or software components, and is responsible for configuration changes and updates.  As part of the Product management process, participates in the setting of service vision, including feature identification and prioritization, and service roadmap.  Assesses user software and hardware requests and requirements, assesses impacts and potential conflicts, investigates alternatives, recommends alternative solutions to IT Service Desk Supervisor or project manager, evaluates information technologies (hardware and software), configures and deploys appropriate technologies to meet users needs (i.e.- printers, laptops, desktops). Maintains and enhances knowledge and professional competences in the relevant IT disciplines by reading articles and attending meetings, conferences and seminars. Uses historical and anecdotal information to suggest new technologies, or improvements to existing ones, or to recommend improvements in service delivery. Participates in the annual IRC strategic planning and work planning exercise. Other Duties. Assesses the potential costs of hardware and software components and advises IT Service Desk Supervisor of issues or concerns. Occasionally supervises externally-hired resources for special projects or tasks (e.g. testing, PC deployments, etc.) Provides training and coaching to temporary employees hired to assist at the IT Service Desk. As a desktop specialist, participates in IMTD projects that have an impact on users’ desktops.  As part of the project team, provides advice to project manager and team members with respect to desktop technology, plans and implements testing to ensure the efficient deployment of new technologies to users. Accomplishes other tasks related to service delivery or enhancements. Provides an orientation tour of the Multimedia room facilities, coordinates the room reservation, ensures the room is clean and that the equipment is in good working condition and provides support in case of hardware or software failure. Distinctive Responsibilities. In addition to the above, the following responsibilities are assigned to specific individuals within the team: Corporate Software License Coordination:  Responsible for maintaining an inventory of all implemented software and coordinates licenses corporate wide (standard and non-standard software).  Recommends purchases and updates to management. Desktop Image Configuration and Deployment: Responsible for maintaining the computer images by ensuring all the corporate standard software is up-to-date and compatible with standard hardware.  This is done on an annual basis and as required throughout the year (when software updates are released).  Creates software deployment packages to facilitate the deployment whether it be through the corporate software deployment tool or for single installations, e.g. MS Office, Adobe.  This involves customizing the configuration of specific software, removing/adding options required. Asset Management. Responsible for hardware deployment and ensures that equipment is prepared, maintained and available to meet client needs.  Maintains inventory of equipment in loan library (including laptops, printers, etc.), ensures availability and arranges for maintenance as required.  Advises management when equipment needs to be replaced. Coordinates the annual hardware deployment exercise (PCs, monitors, laptops, Smartphones), by estimating hardware requirements and costs, assessing the need for external resources for the Service Desk Supervisor, and establishing timelines.  Ensures that knowledge base is kept up-to-date and that inventory information is maintained. Monitors the IT Service Desk supply of IT equipment and accessories (e.g. memory sticks, extension cords, hard drives, etc.), identifies needs, recommends purchases, and prepares necessary documentation to ensure that user requests can be fulfilled and IT Service Desk Analysts can respond to calls adequately. Acts as a focal point and primary resource to the IT Service Desk team to capture and keep track of all user profiles in the Service Desk incident management system in order to help determine, maintain, analyze, identify and monitor problem management issues.  Job Scope. The incumbent works within the IT Service Desk team to build, maintain, upgrade and resolve reported desktop computing environment problems for the 350+ users at IDRC Ottawa.  Occasionally the incumbent communicates and assists in the support of the regional office and travelling users by exchanging the knowledge and providing updates on the hardware, operating systems and desktop applications that are supported as part of the corporate information system. The Centre supports a flexible IT environment consisting of corporate standards, but also includes less standard software and hardware components, and the incumbent is occasionally required to quickly build knowledge on and support non-standard technologies.  The fast pace work environment and ever-changing IT landscape requires the incumbent to keep informed about new and upcoming technologies and to assess them against IDRC’s infrastructure and user requirements, especially as they relate to the products that s/he manages.  IT Service Desk Analysts are typically responsible for 3-5 products supported by IMTD, either hardware or software related.   The incumbent occasionally participates in IT projects in relation to the user desktop to ensure smooth and effective implementation of new or enhanced technologies in Ottawa, and assists with the deployment in the Regional Offices, as required, by providing configurations, documentation and advice.
Topics
  • Topic
  • Tf
  • Position
  • software
  • 26
  • 24
  • user
  • 21
  • 24
  • service
  • 21
  • 24
  • hardware
  • 18
  • 24
  • desktop
  • 15
  • 24
  • service desk
  • 14
  • 24
  • desk
  • 14
  • 24
  • corporate
  • 13
  • 24
  • ensure
  • 11
  • 24
  • standard
  • 10
  • 24
  • technology
  • 10
  • 24
  • deployment
  • 10
  • 24
  • hardware software
  • 9
  • 24
  • idrc
  • 8
  • 24
  • support
  • 8
  • 24
  • maintain
  • 8
  • 24
  • management
  • 8
  • 24
  • project
  • 8
  • 24
  • responsible
  • 7
  • 24
  • team
  • 7
  • 24
  • incumbent
  • 7
  • 24
  • request
  • 7
  • 24
  • date
  • 6
  • 24
  • office
  • 6
  • 24
  • update
  • 6
  • 24
  • participate
  • 6
  • 24
  • imtd
  • 6
  • 24
  • issue
  • 6
  • 24
  • recommend
  • 6
  • 24
  • standard software
  • 5
  • 24
  • corporate software
  • 5
  • 24
  • information
  • 5
  • 24
  • manager
  • 5
  • 24
  • equipment
  • 5
  • 24
  • required
  • 5
  • 24
  • user request
  • 4
  • 24
  • regional office
  • 4
  • 24
  • service desk analyst
  • 3
  • 24
  • service desk team
  • 3
  • 24
  • corporate hardware software
  • 3
  • 24
  • hardware software component
  • 3
  • 24
  • service desk supervisor
  • 3
  • 24
  • desk analyst
  • 3
  • 24
  • desk team
  • 3
  • 24
  • corporate hardware
  • 3
  • 24
  • software component
  • 3
  • 24
  • service delivery
  • 3
  • 24
  • user desktop
  • 3
  • 24
  • project manager
  • 3
  • 24
  • desk supervisor
  • 3
  • 24
Result 25
TitleService Desk Analyst | Volunteer Opportunities
Urlhttps://opportunities.mercyships.org/information-services/service-desk-analyst/
DescriptionService Desk Analysts are the first line of help desk support, assisting with hardware and software incidents and problems via phone, email, or tickets
Date
Organic Position25
H1Service Desk Analyst
H2About this Role
What You Will Contribute
For This Role, You Will Need
H3
H2WithAnchorsAbout this Role
What You Will Contribute
For This Role, You Will Need
BodyService Desk Analyst Apply Now Apply Now Our Information Technology systems are vital to running a smooth operation. Our Information Services department help us communicate, and enable us to run a more efficient, advanced service to our patients. Department. Information Services Commitment. Min. 3 Months Department. Information Services Commitment. Min. 3 Months About this Role. Providing excellent customer service, Service Desk Analysts are the first line of help desk support, assisting with hardware and software incidents and problems via phone, email, or tickets. What You Will Contribute. • A high degree of customer service for all support queries and follow to service management principles • Respond to and resolve customer calls in a professional and timely manner • Take ownership of customer problems and be proactive when dealing with their issues • Troubleshoot workstation operating systems, applications, peripherals, network and hardware issues • Support customers in the use of computer equipment by providing necessary training and advice • Assist with the installation, maintenance and support of IT and telecommunications equipment For This Role, You Will Need. • Successful completion of Mercy Ships On Boarding program will be required for commitments 12 months or longer • Bachelor’s degree in Information Systems, or Computer Science, or the equivalent combination of education and experience preferred • ITIL Certification completed in the first year of employment • MCP, CompTIA A+ and/or Network+ certification, or equivalent preferred • Help-desk and issue tracking software experience preferred • At least 2 years relevant work experience, preferably in enterprise IT environment Apply Now Full job description available upon request.
Topics
  • Topic
  • Tf
  • Position
  • service
  • 9
  • 25
  • month
  • 5
  • 25
  • information
  • 5
  • 25
  • customer
  • 5
  • 25
  • preferred
  • 4
  • 25
  • desk
  • 4
  • 25
  • support
  • 4
  • 25
  • information service
  • 3
  • 25
  • apply
  • 3
  • 25
  • system
  • 3
  • 25
  • department
  • 3
  • 25
  • commitment
  • 3
  • 25
  • issue
  • 3
  • 25
  • experience
  • 3
  • 25
Result 26
TitleService Desk Analyst - Temp | J.D. Power
Urlhttps://www.jdpower.com/business/careers/jobs/service-desk-analyst-temp
Description
Date
Organic Position26
H1Service Desk Analyst - Temp
H2Who We Are
H3
H2WithAnchorsWho We Are
BodyService Desk Analyst - Temp Digital Transformation London, ON Be where the voice of the consumer meets the value of the brand. At J.D. Power, you’ll be at the heart of commerce, working for a worldwide leader whose intelligence and insights are shaping the way people sell, and the way people buy. Who We Are. Since 1968, companies around the world have trusted J.D. Power to generate and gather the consumer insights that illuminate and inform business success. At J.D. Power we amplify the voice of the consumer, and help brands improve the value of their products and services. Together, these principles empower everyone in the global commerce ecosystem, enabling better purchase decisions – and better business results. Beyond our proven process, J.D. Power’s strength is its people. They offer diverse disciplines, talents, and expertise, but share one common goal: to generate growth and long-term value for our clients. Our scientists, Ph.D. level statisticians and methodologists, ensure our research meets the highest scientific quality standards and provides advanced statistical support. J.D. Power represents the science of customer satisfaction in any language, to consumers and businesses worldwide.
Topics
  • Topic
  • Tf
  • Position
  • jd power
  • 6
  • 26
  • power
  • 6
  • 26
  • jd
  • 5
  • 26
  • consumer
  • 4
  • 26
  • person
  • 3
  • 26
  • business
  • 3
  • 26
Result 27
TitleService Desk Analyst Training: What They Do & How to Become One
Urlhttps://tekladder.com/it-careers/service-desk-analyst-training/
DescriptionService Desk Analysts are vital since they make sure an end user's tech is functioning correctly. Discover how to get training & become a Service Desk Analyst
Date
Organic Position27
H1service desk analyst Training
H2Not sure where to start?
How to Become a Service Desk Analyst
What does a Service Desk Analyst Do?
Service Desk Analyst Interview Questions
Service Desk Analyst Resume Tips
Future Service Desk Analyst Career Paths
Explore
Connect
Contact Us
H3WANT TO GET IN TOUCH WITH TEK LADDER?
H2WithAnchorsNot sure where to start?
How to Become a Service Desk Analyst
What does a Service Desk Analyst Do?
Service Desk Analyst Interview Questions
Service Desk Analyst Resume Tips
Future Service Desk Analyst Career Paths
Explore
Connect
Contact Us
Bodyservice desk analyst TrainingService Desk Analysts are vital to a well-functioning company or organization. They are responsible for the monitoring IT systems at a basic level and assisting end users with any technical issues they may have, whether those users are internal employees or external customers.Looking to get into the world of tech? Apply Now Not sure where to start?Fill out the form and an Enrollment Advisor will reach out. How to Become a Service Desk Analyst. The role of Service Desk Analyst is often considered an entry-level position. This is great news for anyone who wants to break into the professional IT world but isn’t sure where to start. Most employers hiring a Service Desk Analyst do not require applicants to have a four-year degree, but some formal IT training will ensure you are well-prepped for the job responsibilities and a yard ahead of the competition.  Tek Ladder, our 100% virtual online IT school, will prepare you for the skills you need to start a career in IT. Our 9-week program teaches you: Microsoft Windows Microsoft Office 365 Networking FundamentalsSecurity training  How to analyze, document, and present a series of proposed network upgradesPlus, we’ll pay for you to take the AZ-900: Microsoft Azure Fundamentals certification examWe also know that your professional presence is just as important your ability to cross things off your list during your 9-5. Service Desk Analysts work closely with end users, so strong verbal skills and an analytical mind will get you far. Tek Ladder teaches you: Interview Coaching Job Search Training Resume Strengthening Communication Skills Time Management Skills Critical Thinking Skills Problem-Solving Skills Reliability  What does a Service Desk Analyst Do?Service Desk Analysts are vital because they make sure an end user's technology is functioning correctly. They may be responsible for a wide swath of responsibilities, such as ensuring an employee is properly connected to the network or helping a customer with login issues. Typically, they communicate to an end user via phone, email, or chat. A Service Desk Analyst’s typical responsibilities include:Installing, updating, and overseeing computer softwareTroubleshooting/assisting with a user’s IT issues Maintaining programs to ensure that systems are running smoothly Answering customer questions about organization/company/product Service Desk Analyst Interview Questions. It’s not always just about having the right skills to land the job. You really need to impress a possible future employer by being prepared for your interview. This includes researching the company and knowing what the role’s responsibilities include. If you have a good understanding of what a hiring manager is looking for during the interview, you can tailor your skills and experience to fit the role. Some possible questions a hiring manager may ask for a Service Desk Analyst Role include: Why do you want the job of Service Desk Analyst? What kind of experience do you have with Microsoft Windows? Tell us about a time you had to explain a complicated process to a coworker. How did you communicate the process effectively? Why do you want to work for our company? Say you’re dealing with multiple IT tickets coming in at the same time. How do you triage these tickets and stay organized while doing so? If you’re not familiar with the professional interview process, it may seem intimidating at first. If you walk in unprepared, the interview will be a bumpy ride. But as long as you have rehearsed your answers and can articulate why you are the best candidate for the position, the interview process will be smooth and painless. Tek Ladder prepares you for your first professional job by offering Job Search Training to ensure you find the right fit and Interview Coaching so you shine during the hiring process. Our experienced Student Advisor staff makes sure you are memorable — in all the best ways.   Service Desk Analyst Resume Tips. But to book that interview in the first place, your resume needs to sparkle. Even if you have never worked in a professional IT setting, you can highlight certain soft and hard skills to align with the ideal Service Desk Analyst. If you attend Tek Ladder, be sure to call attention to your:  Graduation from IT training school AZ-900: Microsoft Azure FundamentalsSecurity training Network trainingMicrosoft Windows training Microsoft Office 365 training Communication Skills Critical Thinking Skills Problem-Solving Skills  Tek Ladder will help you carve out a beautiful resume from what may first look like a pile of nothing. We offer a special Resume Strengthening workshop plus custom edits from our team of Student Advisors.  Future Service Desk Analyst Career Paths. Most consider the Service Desk Analyst role to be entry level, meaning there is plenty of room to grow within the IT world after gaining some professional experience. If you dedicate some energy to the role and demonstrate your work ethic, technical expertise, and interpersonal skills, you could someday be promoted to: Service Desk Analyst Lead Sr. Service Desk Analyst IT Manager IT Operations Manager Cybersecurity Analyst WANT TO GET IN TOUCH WITH TEK LADDER?Give us a call at (877) 253-3331 or fill out the form. An Enrollment Advisor will be in touch as soon as possible! Explore. MenuConnect. MenuContact Us. Phone: (877) 253-3331Email: [email protected]
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TitleService Desk Analyst - WBM Technologies
Urlhttps://www.wbm.ca/careers/current-postings/service-desk-analyst-tier-1/
DescriptionWBM Technologies is looking for a talented Service Desk Analyst to join our Service Desk team in Regina or Calgary
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BodyService Desk AnalystLocation: Regina, Calgary, Saskatoon, WinnipegWBM is looking for a customer service professional to join our Service Desk team in the role of Service Desk Analyst.As a Service Desk Analyst, you provide level 1 technical support with a goal to provide a great customer experience in a multi-channel environment through telephone, email, chat and online requests. You provide world-class support our client community using remote systems and tools and work in collaboration with our clients and their specialized 2nd and 3rd level technical teams.In this role, you can be involved in the entire lifecycle of incidents and service requests from receipt, detection, and discovery to resolution and closure.  You are often the first point of contact to perform high-level triage and diagnostics, assess problems, and troubleshoot.  This is a fast-paced team focused on customer service, outstanding communication, quality, and knowledge management.Depending on your skills and experience, you will join our team as either a level 1, level 2 or level 3 analyst and have the opportunity for skills development and career advancement on our rapidly growing team.Key Qualifications:. The successful candidate will possess the following key skills and experience:Excellent customer service skills with a friendly and curious approach to problem solving.Strong communication skills, including both verbal and written communications.Service desk experience providing level 1 technical support, including triage and troubleshooting.Must be able to work shift rotations including daytime shifts, afternoon shifts, weekends and split shifts if required.Experience with Active Directory including the creation of ID’s, removal of accounts, and assigning folder permissions, application provisioning and familiarity with service desk tools is preferred.The opportunity to succeed is exceptional and the opportunities to advance will be in multiple areas.Additional Details. WBM will offer you a competitive income and benefits package with clear paths for advancement. At WBM, we understand that the benefits we provide must go beyond caring for your health they must also provide for your financial well-being. That’s why in addition to medical, dental and disability coverage, we also provide you an attractive company pension plan, and a personal development program.Only applicants selected for an interview will be contacted. We sincerely thank all applicants for their interest in WBM.Connect with us on Facebook @wbmtech, on Twitter @wbmtech, and on LinkedIn @wbmtech.Join our team, and write your own story.Share : Join our team and write your own story.Apply Now ×Apply for Service Desk Analyst. ×Request a Call. ×We use cookies to offer you a better browsing experience, analyze site traffic and serve targeted content tailored to your interest. I agree×
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