Helpdesk Analyst

As the IT profession is very broad, there are many different options to consider when choosing a career in IT.

In this section you can see what the role of a helpdesk analyst includes. Reading the job description and typical role of a helpdesk analyst below will give you a better understanding of whether you would like to pursue a career in this branch of IT and what skills you may require to do so.

Helpdesk Analyst: (usually first line support / 1 st line helpdesk analyst)

The Helpdesk Analyst job description:

• Manages incoming help requests from users both over the telephone and by e-mail.
• Refers more complex problems (when required) to the appropriately experienced technician.
• Records, tracks and documents the help desk problem-solving process, including all successful and unsuccessful actions through to final issue resolution.
• Identifies and learns to use appropriate software and hardware (both in-house and off-the-shelf packages).
• Performs hands-on fixes at the desktop level, installs and upgrades software, installs hardware, implements file backups and configures systems and applications.
• Performs preventative maintenance, checks and cleans of workstations, printers and peripherals.
• Evaluates documented resolutions and analyses trends to find ways to prevent future problems.

Skills a Helpdesk Analyst may have are:

• Systems administration certification from Novell, Microsoft or Sun.
• Strong problem solving skills and an ability to empathise with the user.
• Working knowledge of a range of diagnostic tools.
• Good interpersonal skills with a focus on rapport-building, listening and questioning abilities.
• Ability to conduct research into a wide range of computing issues.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.

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