How to Be Service Desk Analyst - Job Description, Skills, and Interview Questions

Jun 1, 2021 / 5 Minutes Read / By Albert

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The lack of a dedicated Service Desk Analyst can lead to a decrease in customer satisfaction due to inadequate customer service, resulting in a decline in customer retention and ultimately, a decrease in profits. Poor customer service is often the result of insufficient support and guidance, lack of technical knowledge, and inadequate response times. A Service Desk Analyst provides the necessary technical expertise, as well as technical problem-solving and troubleshooting skills, to ensure that customer service inquiries are answered quickly and efficiently.

With a Service Desk Analyst on-site, customers can expect timely responses to their inquiries, and resolutions to their problems in a timely manner. by providing prompt customer service, businesses can create a positive customer experience and build customer loyalty, leading to increased profits and customer satisfaction.

Steps How to Become

Earn a Bachelor's Degree. Most employers require service desk analysts to have a bachelor's degree in a related field such as computer science, information technology, or engineering.
Obtain Technical Knowledge. Service desk analysts need to have a good understanding of computer systems and software, as well as networking systems. You can gain this knowledge through on-the-job training or by taking courses in computer systems, software applications, and networking.
Get Certified. Earning a certification such as ITIL (Information Technology Infrastructure Library), A+ (CompTIA A+ Certification), or CCNA (Cisco Certified Network Associate) can help you stand out from the competition and demonstrate your knowledge and skillset.
Develop Customer Service Skills. Service desk analysts need to be able to communicate effectively with customers and resolve their issues. Developing strong customer service skills, such as active listening, problem solving, and conflict resolution, can help you in this role.
Look for Job Opportunities. Once you have the necessary qualifications and training, you can begin looking for job opportunities as a service desk analyst. You can search job boards, apply to companies directly, or work with a recruiting agency.

The key to becoming a skilled and qualified Desk Analyst is to continually develop your knowledge and skills. A proactive approach to learning, such as attending classes or seminars, reading technical materials, and participating in online tutorials, can help Desk Analysts stay current on the latest technologies and hone their skills. Additionally, Desk Analysts should develop strong communication and problem solving skills, as well as an understanding of customer service principles. By having a strong foundation of these skills and keeping up with emerging technologies, Desk Analysts can become an invaluable asset to any organization.

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Job Description

Monitor and respond to incoming calls, emails, and help desk requests.
Troubleshoot technical issues and provide technical assistance to customers.
Identify, research, and resolve customer support issues.
Track, document, and update customer service requests in a timely manner.
Configure and install software on customer computers.
Assist customers with hardware and software upgrades.
Provide remote technical support as needed.
Provide guidance and training to end-users on software and hardware usage.
Create and maintain user accounts and profiles.
Develop and maintain IT documentation, such as procedural manuals and system user guides.
Stay up-to-date with the latest technology developments through continuing education and training.
Follow up with customers to ensure their issues have been addressed satisfactorily.

Skills and Competencies to Have

Excellent customer service skills
Strong communication and interpersonal skills
Good problem-solving and analytical skills
Ability to work independently and in a team environment
Knowledge of relevant software, hardware and networks
Ability to multitask and prioritize tasks
Knowledge of IT Service Management processes and procedures
Knowledge of help desk ticketing systems
Ability to understand and troubleshoot basic technical issues
Knowledge of systems security and data protection principles

Good customer service is essential for any business, and a Desk Analyst is an important part of this process. Desk Analysts need to have excellent communication skills to be able to effectively communicate with customers and explain solutions to their problems. they must have strong problem-solving skills to be able to quickly identify and assess problems, as well as provide solutions in an efficient manner.

Desk Analysts also need to have good organizational skills to be able to prioritize tasks, keep track of customer requests, and document interactions. Having a working knowledge of the company's products and services is also critical so that Desk Analysts can provide accurate and helpful information to customers. Finally, Desk Analysts must be patient and empathetic in order to build trust with customers and gain their confidence.

By possessing the ability to communicate professionally and effectively, solve problems quickly and efficiently, stay organized, understand the company's products and services, and remain patient, a Desk Analyst can be a valuable asset to any business.

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Frequent Interview Questions

What experience do you have in service desk operations?
How do you handle customer complaints?
Describe a time when you had to resolve a difficult technical issue.
What do you think makes a successful service desk analyst?
What processes and procedures do you use when troubleshooting?
How do you stay up to date with new technologies and trends?
What techniques do you use to ensure customer satisfaction?
What is your experience with handling customer queries via phone, email, or chat?
What is your experience with using ticketing systems such as ServiceNow and JIRA?
Describe a time when you had to manage multiple requests at once.

Common Tools in Industry

ITIL. ITIL (Information Technology Infrastructure Library) is a set of best practices that are used to improve the quality of IT services. (eg: Incident Management, Change Management, Problem Management)
ServiceNow. A cloud-based platform for IT service management, including incident management, asset management, change management and more. (eg: Automating workflows, Streamlining processes, Improving service quality)
JIRA. An agile project management tool for planning, tracking, and releasing software products. (eg: Creating tasks, Tracking progress, Analyzing sprint velocity)
Slack. A collaboration platform for instant messaging, file sharing, and team collaboration. (eg: Creating channels for team communication, Sharing files and documents, Searching conversation history)
Remote Desktop Protocol (RDP). A protocol that allows a user to access another computer remotely. (eg: Troubleshooting user issues, Accessing remote resources, Connecting to remote machines)

Professional Organizations to Know

Association of Information Technology Professionals (AITP)
International Association of Information Technology Asset Managers (IAITAM)
Association of Support Professionals (ASP)
Help Desk Institute (HDI)
Service Desk Institute (SDI)
Apple Consultants Network (ACN)
Computer Technology Industry Association (CompTIA)
HDI Global IT Service and Support Community
International Association for Computer Information Systems (IACIS)
Society for Technical Communication (STC)

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Common Important Terms

Incident Management. The process of identifying, diagnosing, and addressing any issue or disruption in a system.
Problem Management. The process of identifying, analyzing, and resolving any underlying cause of incidents and service disruptions.
Change Management. The process of managing change to IT systems and services by controlling how changes are planned, tested, and implemented.
Service Level Agreement (SLA). A contract that specifies the quality of service between a service provider and a customer.
Knowledge Base. A collection of information and data related to a specific area of expertise, such as IT support.
Request Fulfillment. The process of fulfilling user requests for services or information.
Configuration Management. The process of managing the systems, networks, and data that make up an IT environment.

Frequently Asked Questions

What is the primary responsibility of a Service Desk Analyst?

The primary responsibility of a Service Desk Analyst is to provide technical assistance to customers by troubleshooting, diagnosing and resolving hardware, software and network issues.

What qualifications are required for a Service Desk Analyst role?

Qualifications for a Service Desk Analyst role typically include a high school diploma or equivalent, prior customer service experience, and knowledge of Windows operating systems, hardware components and basic networking concepts.

What is the average salary of a Service Desk Analyst?

According to PayScale, the average salary for a Service Desk Analyst is $44,076 per year.

What are some common tasks that a Service Desk Analyst performs?

Common tasks that a Service Desk Analyst performs include responding to customer inquiries via phone, email or chat; logging and troubleshooting reported incidents; escalating more complex issues to higher-level technicians; and providing technical training and guidance to customers.

What types of organizations commonly employ Service Desk Analysts?

Companies of all sizes commonly employ Service Desk Analysts, including large enterprises, government organizations, educational institutions and small businesses.