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.
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.
Service Desk Analyst Job Description
- 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?
- 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
- What are the key deliverables for this role?
- What does the day-to-day of this role look like?
- 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.
Sample skills assessment
Service Desk Analyst
Question Type: Doc
How do you prioritise tickets or requests? Please outline this in the document below.
Question Type: Text
Describe a time where you have solved a problem with outside of the box thinking.
Question Type: Video
Describe a time where your message has been misunderstood. How did you rectify this?
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.