A Help Desk Analyst is a professional who plays a crucial role in providing technical support and assistance to end-users. They are the frontline responders to IT-related issues and are responsible for resolving problems, troubleshooting software and hardware, and ensuring smooth operations within an organization. In this blog post, we describe the primary responsibilities and the most in-demand hard and soft skills for Help Desk Analysts.

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Main Responsibilities of a Help Desk Analyst

The following list describes the typical responsibilities of a Help Desk Analyst:

Adhere to

Adhere to service level agreements (SLAs) for issue resolution.

Administer

Administer computer desktop support in accordance with established policies and procedures.

Advise

Advise inquirers of any resolution to an inquiry.

Analyze

Analyze trends in support requests to identify recurring issues and suggest preventive measures.

Answer

• Answer and follow up on technical help tickets submitted via phone, email, and walk-ups.

• Answer basic coverage questions.

• Answer calls from phone queue, in both French and English.

• Answer inbound calls from global customers as well as.

Anticipate

Anticipate customer needs and proactively identifies solutions.

Arrange

Arrange hardware repairs with the appropriate vendors.

Assess

Assess impact of issues and ensure proper severity assignment.

Assign

Assign and maintain user IDs and passwords.

Assist in

• Assist in maintenance of proper procedural documentation for support team.

• Assist in the revision of related training material, and participate in training.

• Assist PC and network technicians by troubleshooting software, hardware, and network issues.

• Assist users with technical issues and provide prompt resolutions.

• Assist with login issues and password resets.

• Assist with moves of equipment within offices and between offices as required.

• Assist with overflow service requests during peak periods.

• Assist with troubleshooting video deliverables.

Assume

Assume ownership of issues as they arise and follow through the system to completion.

Attend

Attend seminars, courses, and training sessions as required to maintain skill level.

Build

Build and deploy desktop images.

Coach

Coach users in the use of hardware, software and file management.

Collaborate

• Collaborate with other IT teams to resolve complex infrastructure issues.

• Collaborate with other professionals to maintain standards and functionality.

• Collaborate with team members to enhance knowledge sharing and problem-solving.

Communicate

Communicate, and / or Escalate to 2nd Level Support Teams, if need exists.

Compile

• Compile daily, weekly, monthly, and / or annual metrics report.

• Compile, maintain, and file all repair records, reports, and other documents as required.

Conduct

• Conduct maintenance activities (e.g. backups).

• Conduct regular audits to ensure adherence to security protocols.

• Conduct remote desktop sessions to resolve user problems.

• Conduct user acceptance testing for software upgrades or new system implementations.

• Conduct user satisfaction surveys and gather feedback for continuous improvement.

Configure

Configure and deploy personal computers, software, and peripheral equipment.

Consult

Consult user guides, technical manuals and other documents to research and implement solutions.

Contact

• Contact software and hardware vendors to request service regarding defective products.

• Contact vendors for warranty service in accordance with government-obtained service contracts.

Coordinate

• Coordinate and schedule hardware and software installations and maintenance.

• Coordinate escalation of trouble tickets that are unable to be resolved with Help Desk personnel.

• Coordinate with vendors and service providers for equipment repairs and replacements.

Create

• Create and Categorize Incidents, IMAC and Service Requests.

• Create and maintain knowledge base articles and support documentation.

• Create and sustains consistent superior service to customers / clients and prospects.

• Create and update internal and external documentation / web pages.

• Create domain, email and other system accounts as requested.

• Create, maintain support manuals and other documentation.

Deploy

• Deploy and relocate printers, offices, network cabling, etc..

• Deploy, maintain, and support Storage Area Networks (Dell EMC Unity).

Determine

Determine the best solution based on the issue and details provided by customers.

Develop

• Develop and enhances Service Desk documentation / knowledge and educates end users on applications.

• Develop and maintain documentation as required.

• Develop an understanding of the clients environment and maintain technical knowledge.

• Develop documentation materials such as steps and screenshots for users.

Diagnose

• Diagnose and resolve basic technical issues.

• Diagnose and troubleshoot technical issues.

Direct

Direct unresolved issues to the next level of support personnel.

Discover

Discover more at insight.com.

Document

• Document all support interactions and solutions in a detailed manner.

• Document incident / request specifics in the Incident Management System.

• Document security management.

Ensure

• Ensure all Information Technology Policies and Procedures are followed.

• Ensure compliance with company policies and procedures.

• Ensure operational continuity and prevents data loss on behalf of users.

• Ensure Service Requests are addressed meeting SLA.

• Ensure these communications are relayed to internal staff as well.

• Ensure timely user notification of system issues and planned maintenance.

• Ensure warranty and registration requirements are fulfilled.

Enter

Enter pertinent information and updates of reported incidents in ServiceNow.

Escalate

• Escalate call and tickets when neccessary.

• Escalate complex issues to senior technicians or appropriate departments.

• Escalate high priority, high impact issues to the internal support teams.

Execute

Execute work to deliver timely, accurate, and efficient service.

Facilitate

• Facilitate, and execute day to day activities for Helpdesk team activities.

• Facilitate and attend monthly training & team meetings as required.

• Facilitate user password resets.

Fix

Fix computer problems, and recommend appropriate action / solutions.

Follow-up

• Follow-up and update customer status and information.

• Follow-up calls and contact to clients as required.

• Follow-up with end users, provide status updates, and see problems through to resolution.

Fulfill

Fulfill corporate compliance tasks including mandatory training and weekly.

Help

Help maintain internal standards and knowledge center content for Managed Services ticket resolution.

Identify

• Identify and implement process improvements to enhance efficiency.

• Identify and suggest possible improvements on procedures.

• Identify, evaluate and prioritize client's problems whilst formulating plans of resolution.

• Identify recurring technical issues and propose solutions to address the root of the problems.

• Identify when off-site repairs are required and coordinate with third party vendors.

Install

• Install / configure accounts and provide support for E-Transcript Manager.

• Install, configure, and update software applications.

• Install, modify, and repair computer hardware and software.

• Install software and computer peripherals.

• Install / upgrade hardware / software on workstations (including Mac).

Insure

• Insure data associated with each asset is accurately updated in the inDesign Tracking System.

• Insure that the pre-defined RFID tags are attached to assets in the correct location on the asset.

Investigate

Investigate problems, working with other departments as required, and ensure concerns are answered.

Keep

• Keep accurate records of work performed and time spent on each task.

• Keep up-to-date with industry trends, technologies, and best practices.

Learn

Learn fundamental operations of commonly used software, hardware and other IT related equipment.

Leverage

Leverage and partner with external vendors for system update implementation and hardware procurement.

Log

• Log all calls and emails into ticketing system for proper attention and follow‐up.

• Log, document, resolve or refer technical questions and problems.

• Log incoming requests into the ticket tracking system.

Maintain

• Maintain accurate inventory and status of all NSD-owned laptops.

• Maintain, analyze, and fix computer systems, hardware, printers, and computer peripherals.

• Maintain a positive and supportive attitude towards users, fostering a customer-centric environment.

• Maintain a professional and customer-oriented approach in all interactions.

• Maintain claim files, diary, and / or record keeping, etc..

• Maintain confidentiality of sensitive customer and internal data.

• Maintain Help Desk social media accounts.

• Maintain licenses and upgrade schedules.

• Maintain loaner laptops and projectors.

• Maintain records of daily data communication transactions, problems and remedial actions taken.

• Maintain secure configurations on all laptops according to strict standards.

• Maintain system documentation and logs.

• Maintain vigilant maintenance of this process.

Manage

• Manage and support Active Directory, SAP, File Servers, DHCP, DNS, MS Exchange and SQL servers.

• Manage and support Cisco Unified Computing System (UCS).

• Manage correspondences on technical help tickets submitted via phone, email, and walk-ups.

Manage

• Manage IT Inventory, equipment' s and licenses.

• Manage network printers and wireless connectivity.

Monitor

• Monitor and maintain IT assets inventory.

• Monitor queue, solving escalation issues.

• Monitor server system logs, messages and alerts.

Participate in

• Participate in continuous process improvement activities, making recommendations whenever possible.

• Participate in Help Desk staff search committees.

• Participate in on-call rotations for after-hours support.

• Participate in related projects as required.

Perform

• Perform basic repairs of desktop PCs and printers.

• Perform computer equipment repairs.

• Perform data backups and disaster recovery procedures.

• Perform Password Resets on multiple systems and hosts.

• Perform quality work within deadlines, with or without direct supervision.

• Perform system maintenance tasks, including updates and patches.

Prepare

Prepare and test new computer equipment and oversee shipping to new store locations.

Prioritize

• Prioritize and escalate issues to other management / staff.

• Prioritize assigned tasks to effectively meet the needs of the business.

• Prioritize issues and requests and escalate when required.

Provide

• Provide accurate information on IT products or services.

• Provide administrative support and reporting.

• Provide Android / iPhone support and front-line telephone support.

• Provide basic user assistance with the use of desktop applications and approved software.

• Provide consistent, professional, and excellent customer service to all users.

• Provide front line technical assistance.

• Provide guidance to Tier 1 support and team members.

• Provide local support for the following systems (installation, upgrades, troubleshooting.

• Provide network, server, desktop application support.

• Provide on-call and / or after-hours support.

• Provide phone support if chat volumes are low and phone queues require assistance.

• Provide recommendations in the purchase of new hardware and software.

• Provide step-by-step guidance and instructions to users for issue resolution.

• Provide support at depositions, as needed, by functioning as 'on-site' IT support.

• Provide support through online chat system.

• Provide support to end users on a variety of issues.

• Provide team support with User Acceptance Testing (UAT).

• Provide technical and production support for products and systems.

• Provide technical expertise and guidance during IT projects and initiatives.

• Provide technical guidance to more junior staff.

• Provide technical phone support to a diverse group of clients.

• Provide technical support or training for systems and networks.

• Provide technical support, software and hardware installation.

• Provide training materials.

Purchase

• Purchase Computers parts and accessories.

• Purchase computers, printers, telephone system equipment and accessories.

Reassign

Reassign tickets to appropriate team and resources as required.

Resolve

• Resolve computer problems, and give guidance on appropriate action / solutions.

• Resolve level 1 - 2 IT support issues with users in French and English verbally or in writing.

• Resolve technical problems with Servers and network devices.

Respond to

• Respond to Help Desk requests, calls and emails as quickly as possible.

• Respond to incoming support requests through various channels, such as phone, email, or ticketing system.

• Respond to telephone calls, email and personnel requests for technical support.

• Respond to user requests for help with IT systems.

Review

Review and audit regularly.

Route

Route help desk tickets to appropriate technicians or support groups.

Schedule

Schedule work to take place with remote users that is mutually agreeable.

Server

Server setup, configuration, testing and ongoing maintenance.

Setup

• Setup and dispose obsolete end user hardware.

• Setup and troubleshoot computer peripherals and network devices.

Support

• Support audio and video equipment set up and use in conference rooms.

• Support development of project documentation including the data submitter guide and issues log.

• Support development of training materials for data submitters and OQPS users.

• Support drive and data encryption applications in several contexts.

• Support Enterprise Wireless Operations.

• Support in moving computers around the building and packing.

• Support network services by troubleshooting connectivity issues (Bell call center software.

• Support the imaging, maintenance, and issuance of the NSD's internal laptop fleet.

• Support will be provided over the phone.

Take

• Take incoming Desktop Hardware and Software support calls for end users.

• Take ownership of your work.

Track

• Track and respond to, internal service ticket system service call.

• Track IT hardware as it is received and store on-hand equipment in an orderly fashion.

Train

Train end-users on software applications and tools.

Troubleshoot

• Troubleshoot and assist remote users and associated apps (RSA tokens, Citrix, etc).

• Troubleshoot and replace laptop and PC hardware and handle warranty repairs.

• Troubleshoot CD Depo machines for both hardware and software related issues.

• Troubleshoot end user issues including software and hardware issues.

• Troubleshoot mobile devices, phones, printers and other computer and telecommunications equipment.

• Troubleshoot software and hardware problems and identify root causes.

Understand

Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc..

Update

Update end users on status of problem resolution.

Walk

Walk the customer through the problem-solving process.

Work with

• Work directly with end users to troubleshoot technical issues.

• Work effectively as a team contributor on all assignments.

• Work on projects as assigned following the whole project life cycle concerning access management.

• Work on special projects as required.

• Work with IT Infrastructure Manager on testing and scheduled security implementation.

• Work with support team to execute on project based work such as new hardware or software.

• Work with technical support to diagnose and resolve problems & issues as required.

• Work with the team on the accurate filing of claims.

Write

• Write / edit software help tools / documents.

• Write software and hardware documentation and recommendations for other IT staff.

Most In-demand Hard Skills

The following list describes the most required technical skills of a Help Desk Analyst:

1. Proficiency in operating systems such as Windows, macOS, or Linux.

2. Knowledge of hardware components and troubleshooting techniques.

3. Familiarity with networking concepts, TCP/IP protocols, and troubleshooting network connectivity issues.

4. Experience with ticketing systems for issue tracking and management.

5. Proficiency in Microsoft Office suite and productivity applications.

6. Understanding of Active Directory and user account management.

7. Knowledge of remote desktop tools and remote assistance software.

8. Familiarity with antivirus software and malware removal techniques.

9. Basic understanding of scripting languages (e.g., PowerShell, Python) for automation and task simplification.

10. Experience with virtualization technologies (e.g., VMware, Hyper-V).

Most In-demand Soft Skills

The following list describes the most required soft skills of a Help Desk Analyst:

1. Excellent communication skills, both written and verbal.

2. Strong problem-solving and analytical thinking abilities.

3. Patience and empathy when dealing with end-users, including non-technical individuals.

4. Effective time management and prioritization skills.

5. Ability to work well under pressure and meet tight deadlines.

6. Adaptability and willingness to learn new technologies.

7. Attention to detail and accuracy in documenting and following procedures.

8. Teamwork and collaboration to foster a supportive work environment.

9. Customer service orientation and a passion for delivering exceptional user experiences.

10. Professionalism and a positive attitude in all interactions.

Conclusion

The role of a Help Desk Analyst is multifaceted, requiring technical expertise, effective communication, and a customer-centric approach. By understanding the main responsibilities and cultivating the essential hard and soft skills discussed in this blog post, Help Desk Analysts can excel in their roles and provide valuable support to end-users and organizations alike.