Learn about the roles and responsibilities of a service desk analyst.
- [Instructor] The service desk analyst is considered the heart and sole of the service desk as the service desk is typically the entry point for customers needing assistance who aren't utilizing self-service. The goal of the service desk analyst is to provide excellent customer service while analyzing, troubleshooting, and attempting to resolve issues on first contact. If the issue is not resolved or fulfilled on first contact, the service desk analyst is responsible for following procedures and escalating the issues to another group, another team, or perhaps another vendor.
The service desk analyst is sometimes referred to as a tier one or level one analyst due to being the entry point and potential first contact for the customer. Remember the SPOC model or single point of contact model that we discussed in our history of the service desk section? Well, now we wee where the service desk analyst fits into this model. So what else does a service desk analyst perform on a daily basis? What functions and tasks is this role responsible for? These are great questions, and the answers can vary greatly from organization to organization.
So we'll talk generally about functional tasks and responsibilities. Service desk analyst have a major responsibility in the service organization. service desk analyst require advance knowledge, many skills and competencies in order to be successful in their role. Because technology and tools can be proprietary to an organization, and analyst may have to learn a new tool, product, or system when being hired in an organization. So the most important skills that employers look for is previous experience, your ability to learn quickly, handle change, and handle pressure.
Because technology is rapidly changing, and there are times when the service desk may not be fully informed or trained on changes in technology, a service desk analyst needs to be able to think quickly, handle high-pressure customer situations, and then communicate changes to users, customers, vendors, and the business effectively. The service desk analyst is responsible for following processes in an organization that include how to handle incidents and resolve requests.
Incidents are break fix issues, and requests are request for new services, products, or tools that are related to a failure in the infrastructure. So the major focus for a service desk analyst is following processes, procedures, and steps for how to resolve or fulfill various types of incidents and requests. Analyst will need to be able to communicate and troubleshoot with customers via different support channels, such as the phone, email, chat, text, remote support, and face-to-face communication.
Now, an organization may not utilize all of these support channels, but at least two or three channels of support are very common in our industry. So an analyst needs to be skilled in communication in a variety of methods, and needs to be prepared to switch those methods throughout the day. Some organizations has specific teams where analyst only take chats or work emails or talk to customers. Some organization use a methodology called the universal analyst where an analyst may be skilled to work in different support channels throughout the day.
Some analyst may also work walk-up desk where customers can come to the service desk for support or even go out in the field and support customers wherever they are located. Again, there are so many variations on what tasks and functional roles an analyst maybe asked to perform. So bottom line, analyst need to have technical skills, product knowledge, and excellent communication skills, which includes written, verbal, and face-to-face communication. They need to the ability to handle changes and pressure, the ability to follow processes and procedures, the ability to document interactions, share knowledge, train and educate customers, and of course the ability to troubleshoot, problem solve, resolve incidents, and fulfill requests as quickly as possible.
Sounds easy, right? Working in a service desk is not an easy job. We have to perform all of the task we discussed, as well as meet business needs, service level targets, and performance goals. But it is rewarding to play a part in resolving an issue and getting customers back up and running, so they can focus on what they need to accomplish. Service desk analyst are really the heart and soul of the service desk, as well as the voice.
- Reviewing the responsibilities of service desk roles
- IT service desk problem-solving skills
- Diagnosing errors, incidents, and problems
- Security skills
- Key elements of communication
- Essential service desk skills
- Service desk certification paths
- Microsoft certifications
- Service management certifications
- Future service desk trends