What Is a Service Desk Analyst?
The specific job description for a service desk analyst varies a bit among employers, but there are some basics that they all have in common. Service desk analysts work for every type of industry — from healthcare to finance to education. When you hire a service desk analyst, you’re hiring someone to provide hardware and software support for your organization. If your IT asset management program consists of shutting the closet door on this, you could benefit from hiring a service desk analyst.
He or she will have to make sure software licenses are up to date, keep track of your IT inventory, and research and troubleshoot hardware and software problems for users in the rest of your organization. Often, a service desk analyst maintains, manages, and updates your company’s knowledge database. When new hardware comes in, the service desk analyst will install and test it and load the requisite software onto the hardware. He or she will have to triage multiple incoming requests by understanding end-user needs.
Educational requirements for service desk analysts differ. Some companies want someone with a bachelor’s degree while others accept associate’s degrees. Some companies don’t have degree requirements but ask for service desk analysts with specific certifications like A+, Server+, or Network+. One thing universally asked for in service desk analyst job descriptions is strong communication skills, since this person will be dealing with end users via email, phone, live chat, and other channels and may be responsible for writing reports as well.
What Needs Does the Service Desk Analyst Serve?
With a small business, the service desk analyst serves a multitude of needs, and may be generally regarded as the company’s “computer guy” who keeps everyone’s hardware and software working, up to date, and legal.
Do Small Businesses Need a Service Desk Analyst?
Many small businesses get by at first by relying on an employee who is more computer-oriented to deal with hardware and software issues, but this tends to rapidly become impractical for all but the tiniest businesses. Small businesses that take the plunge and hire a service desk analyst tend to find that productivity goes up, worries about software licenses are taken care of, and the business as a whole tends to run much more smoothly.
Benefits of Having a Service Desk Analyst
One of the big benefits of having a service desk analyst is that businesses find they no longer play “catch-up” with inventory. When the service desk analyst uses a ticketing system, problems don’t fall through the cracks, and end-users can hold the person accountable for not fixing a problem for which a ticket was submitted. When you have good service desk software, usage and problem patterns emerge and can help the business with its long term IT strategy. With a good service desk analyst and good service desk software, businesses will see better tracking of assets, efficient solutions to end-user problems, and in general a healthier IT ecosystem.
The Importance of IT Service Desk Software
Your company can have a talented and committed service desk analyst, yet if he or she doesn’t have reliable and competent service desk software, needs can still go unmet and efficiency won’t be as high as it could be. With cloud-based service desk software, however, your service desk analyst has a flexible, customizable solution for help desk ticketing, IT asset management, problem and solution tracking, and creation of a knowledge base that saves time long term. You can even have a self-service portal that end users can utilize for simple problems like dealing with forgotten passwords and creating new user accounts for new hires.
Hiring a service desk analyst may seem like a big step, but with the right person and the right service desk software, the investment pays off … both right away and long term.
About Matt Shanklin
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