Read this excerpt from a resume to understand how vital it is to their everyday roles and responsibilities, "used interpersonal and phone skills to gather data from customer to provide quality customer service. Preparing training manuals and FAQ materials for easy-access end-user guidance. Please let us know by emailing blogs@bmc.com. Utilized multiple sources of documentation to troubleshoot and support a variety of business applications. Learn more about BMC . You will be analyzing the performance of IT systems, resolving IT equipment and software issues, and providing IT support to our clients and personnel. As you advance, youll learn more technical skills. On average, systems supports earn a difference of $10,652 higher per year. Receives and handles requests for service, following agreed procedures. Decommission out dated hardware and software and prepare for shipping. Provides leadership to deliver the service culture required to deliver required organizational outcomes. Of course, the more the tiers, the greater the challenge of providing a coordinated response. Charged with taking incoming calls from Verizon Business DSL customers and troubleshooting their internet and basic networking issues. They are also required to obtain an associate's degree in computer science or related field. So, register here today and find the perfect opportunity.. Analysts respond to inquiries, and they evaluate and resolve issues relating to IT equipment and applications. Lets look at the service desk support analyst role, including typical responsibilities. Uses experience to address user problems and interrogates database for potential solutions. Though these indicate levels within a traditional tiered framework, these competencies are applicable to most service desk approaches: For entry-level service desk work, youll need to understand basic computer functionality and a beginners understanding of your companys services. On an average scale, these workers bring in lower salaries than service desk analysts. According to a service desk analyst resume, "information clerks must be able to retrieve files and other important information quickly and efficiently." They address the technical concerns of other employees or even clients of the company. These skills include "customer service," "technical support," and "email. ", Another commonly found skill for being able to perform service desk analyst duties is the following: integrity. Develop, maintain, and deploy the organization's Active Directory. Managing one or more customer service or service desk functions. Whereas, service desk analysts earn the highest salary in the technology industry. Service desk analysts neutralize direct customer issues by support with technical knowledge to fix software and hardware problems. Provide 3rd level support with network connectivity, switches, TCP/IP and DNS settings. Also known as help desk analysts, service desk analysts are IT professionals who help users resolve issues with computer technologies. Escalate hardware issues to Field Technicians. Train new agents with quality and patience. 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. Additionally, they're 0.0% more likely to earn a Doctoral Degree. Less commonly earned degrees for service desk analysts include computer science degrees or business degrees. According to a service desk analyst resume, "information clerks, particularly human resources assistants, have access to confidential information." 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. A first-class service desk analyst will be someone whose IT expertise results in enhanced end-user support and system performance. 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. Have worked handling High Profile VIPS, as well as working with other types of clients. Additionally, service desk analysts are known to earn anywhere from $38,000 to $74,000 a year. Assist customers isolate and resolve hardware and software concerns with Blackberry, Android, and Windows Mobile devices. Learn about the key requirements, duties, responsibilities, and skills that should be in a help desk technician job description. Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services. Download our app to sign up and get started, Technical expertise as they regularly play a direct role in fixing a clients problems, service technicians need excellent technical and system expertise, Problem-resolving abilities service desk analysts are mainly problem-solvers, so they should be able to devise technical and original solutions to user problems, Communication 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 problems, Time administration service desk analysts requires excellent time management aids and should be able to set priorities when covering multiple issues, Team partnership service desk analysts routinely work with other IT personnel to resolve user issues, so they need to collaborate with team members and coworkers. For that reason, we discovered some other jobs that you may find appealing. Our resume builder tool will walk you through the process of creating a stand-out Architect resume. BMC works with 86% of the Forbes Global 50 and customers and partners around the world to create their future. We go into more details on the most important service desk analyst responsibilities here: See the full list of service desk analyst skills. Additionally, systems support uses skills like desktop, system support, computer equipment, and software installation on their resumes. That means youre safe in these roles: there are opportunities for growth, and long-term need even as technologies like AI develop. Develop standard operating processes and procedures to promotes consistency. Delivering customer service through multiple channels including human. They document inquiries and provide supervisors or specialists with notes regarding the problem, steps they have taken, and their diagnosis of the users problem. In fact, they're 1.5% more likely to graduate with a Master's Degree and 0.0% more likely to earn a Doctoral Degree. See 10+ resume templates and create your resume here. Ability to adapt to a range of operating systems. The service desk analyst role is one that offers plenty of advancement. 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. 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. To ensure success as a service desk analyst, you should exhibit sound knowledge of IT system analysis and experience in an IT support role. High Paying Service Desk Analyst Jobs - $74K and Up. A service desk analyst responsibility is more likely to require skills like "service desk," "email," "end user," and "knowledge base." Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution. Escalates complex or unresolved incidents. We are looking for a highly capable service desk analyst to assess and optimize the performance of our end-user IT systems and software. Responsible for day-to-day management, resource planning and work allocation to meet agreed service levels. According to resumes we found, communication skills can be used by a service desk analyst in order to "provide service desk support to customers and users on secured (sipr) and non-secured (nipr) communication networks. In general, service desk analysts fulfill roles in the professional and technology industries. In fact, they're 0.9% more likely to earn a Master's Degree, and 0.0% more likely to graduate with a Doctoral Degree. Upgraded computers to Windows 7 for the base-wide upgrade project at Joint Base Andrews. In particular, information technology technicians are 0.3% more likely to graduate with a Master's Degree than a service desk analyst. By responding to user inquiries, they assess problems and issues with IT equipment and applications and help provide the most accessible solutions to resolve user issues. Advanced collaboration, communication, and interpersonal skills. ". In addition, the number of service desk analyst opportunities that are projected to become available by 2028 is -7,300. Whereas, service desk analysts have higher paychecks in the technology industry where they earn an average of $64,681. They can either work in the field or in-house. Used Active Directory - Fix issue and access. The skill is defined as follows: Drawing from both the e-CF and the SFIA 7, here are common examples of service desk tasks. Maintained Active Directory and other software accounts. A systems support representative conducts regular maintenance and diagnostic tests on the computer applications to ensure its optimal performance and efficiency to support business operations and avoid delays in deliverables. Crew Member Customer service, food preparation, stocking, maintenance. ". 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. Operate personal computer, word processor, typewriter to prepare variety of correspondence. Whereas a information technology technician requires skills like "information technology," "personal computers," "sql," and "linux." Assists with the specification, development, research and evaluation of services standards. Perform password reset (active directory, password manager, workday), account unlocks, network connectivity and VPN troubleshooting. There are industries that support higher salaries in each profession respectively. Some important key differences between the two careers are a few of the skills necessary to fulfill responsibilities. Service desk analysts need at least an associate's degree in computer science or information systems. Experienced in personal computers and standard office equipment. Copyright 2008-2022, Glassdoor, Inc. "Glassdoor" and logo are registered trademarks of Glassdoor, Inc, Not including years spent in education and/or training. Identify, diagnose, document and as possible complete all service desk requests for hardware and software support. Service desk analysts and information systems technicians both include similar skills like "customer service," "technical support," and "email" on their resumes. Managed the Backup system for enterprise network using Veritas. Prepare air, car, and hotel reservations using the Apollo reservation computer system. The fourth career we look at typically earns higher pay than service desk analysts. Entered students confidential information into the schools database. Learn about the key requirements, duties, responsibilities, and skills that should be in a service desk analyst job description. Send Jobs to 100+ Job Boards with One Submission. Booked flights, hotels & cars as well as passport and visa processing, this was on Apollo. Drafts and maintains policy, standards and procedures for the customer service or service desk functions. Furthermore, an information technology technician can choose whether to work for a company or independently. Analysts must also maintain support tracking systems., Service Desk Analysts must resolve technical issues. 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. While employment numbers are high in those industries, the service desk analyst annual salary is the highest in the technology industry with $64,681 as the average salary.