RECRUITMENT GUIDE

Service Desk Analyst

A service desk analyst is responsible for assisting and providing technical support to any users, customers and internal employees. When any technical issue arises with the network, software or platforms, the service desk analyst is responsible for investigating the issue and coming up with a solution.

They answer customer questions and assist them when experiencing difficulties, as well as helping to show users how to effectively use the software. They are responsible for updating network systems and ensuring all software and technical devices are working as expected.

Day-to-day tasks of this role:

  • Provide comprehensive customer support to all users experiencing technical difficulties.
  • Investigate issues with software, networks and devices.
  • Update networks and systems.
  • Helping to train users on how to use the systems and devices.
  • Keeping records and documentation on technical issues that arise in case the same issues come up again in the future.

Recruitment Process

Understand the Role

Review the skills profile

To find the best person for the role, you need to understand what the role involves. You can complete this with the hiring manager to define the role, what it contributes to the organization, and the skills needed.

Understand the Role

Source Applicants

Write a job description based on skills

Once you understand the requirements for the role, you’ll need to understand the skills for success. You can then write an effective job description to promote your role.

Source Applicants

Skills Assessment

Select the ideal candidate

See which applicants have the right skills for the role. Send all your applicants a Vervoe skills assessment from the expert library, or customise one for your organization. 

Skills Assessment

Interview

Interview top performers

Your skills assessment results will identify top performers. Focus your time on interviewing those that have met or exceeded your requirements. Assessment results will also help guide which skill areas to focus on in the interview. 

Interview

UNDERSTAND THE ROLE

Skills profile for a Service Desk Analyst

Most businesses will require a service desk analyst to have obtained a Bachelor degree in computer science, information technology or computer systems from a tertiary institution. It is also favourable that a candidate has previous relevant industry experience and training. There are some common skills required for this position.

A service desk analyst must have extensive technical knowledge. They must have strong technical and interpersonal skills, and have a solutions-focused mindset. They must also be able to work as a team to share knowledge with others and work together to understand systems.

It is essential that a service desk analyst is skilled and has extensive knowledge regarding troubleshooting methods. They must have the ability to troubleshoot on the spot and find solutions to problems, as well as build on their knowledge to ensure they can effectively troubleshoot new issues.

It is also vital that a service desk analyst has strong customer service skills. They must ensure all user queries are captured and attended to, and be able to communicate in a concise, positive manner to explain issues to the end user.

Once you’ve determined the skills required for the role, you can write the job description to advertise for your position. ​

SOURCE APPLICANTS

Service Desk Analyst Job Description

Summary:

  • Why is this role being filled?
  • How does this role fit into the organization and the team?
  • What makes your company unique?
  • What would it be like to work for you?

Requirements:

  • What technical skills are needed for this role?
  • Which soft skills are applicable?
  • What are the nice-to-have experiences of your ideal candidate?
  • Include availability preferences in this section

Responsibilities:

  • What are the key deliverables for this role?
  • What does the day-to-day of this role look like?

Benefits:

  • Compensation & bonuses
  • Employee benefits & perks
  • Ongoing training benefits

PRO TIP #1
As this is a highly technical role, it is important to include any particular competencies this role requires. This might include listing the operating systems, network configurations or software that the service desk analyst needs to be able to work with.

PRO TIP #2
Ensure that the entire recruitment process from job description to assessment to interview reiterates your company vision and values. This will help you identify the right people for the role, and applicants will know whether your company is the right fit for them.

SKILL ASSESSMENT

Sample skills assessment

How to hire a service desk analyst 1
Question 1

Service Desk Analyst

Question Type: Doc

How do you prioritise tickets or requests? Please outline this in the document below.

How to hire a service desk analyst 2
Question 2
Troubleshooting
Question Type: Text

Describe a time where you have solved a problem with outside of the box thinking.

How to hire a service desk analyst 3
Question 3
Communication
Question Type: Video

Describe a time where your message has been misunderstood. How did you rectify this?

INTERVIEW

Interview guide for a Service Desk Analyst

Once your Vervoe skills assessment has surfaced the most qualified people for your open role, you can focus on interviewing these candidates. The PDF interview guide contains structured questions against each of the competencies for this role.

This interview guide is intended to be used in conjunction with the Vervoe skills assessment. Where a candidate has scored Low – Medium on a skill, focus on asking more questions from that skill to gain deeper insight into their level of competency.

PDF INTERVIEW GUIDE
Get your copy of the  interview guide to complete the hiring process. Includes questions against each of the skill competencies for the role.

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