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Service Desk Analyst Job Description

Examples of Service Desk Analyst Job Descriptions

IT Service Desk Analyst

Joining as Service Desk Analyst you will be a key player in supporting the business with regards to their IT systems, landing within a company that will support you in developing your abilities and knowledge.

Key Responsibilities:

  • 1st line support to the business with regards to all IT related issues

  • To retain ownership of incidents end to end until the issue is resolved

  • Produce documentation of procedures relating to 1st and 2nd line support

  • liaising with members of the IT department to ensure that they are kept up to date on relevant issues

What you'll have:

  • A positive, can-do attitude and excellent communication skills

  • Ability to set and manage customer expectations and deliver on promises

  • Working knowledge of Outlook and Exchange

  • Ability to troubleshoot problems experienced on desktop/portable machines to determine whether they are related to hardware, software, data, network issues or a combination of these issues


Service Desk Analyst

Your role as a service desk analyst will see you landing as the primary contact/1st line of IT support, within an organisation that will constantly up-skill you, with guidance and support from the wider Infra team.

You will land in a forward-thinking environment where innovation of technology is critical to their business model. This will give you exposure to the latest technologies both in and outside of their industry.

Your role as Service Desk Analyst:

  • Function as the primary point of contact and coordinate activities with the engineering teams to provide support.

  • Support Windows 10 and MacOS operating systems

  • Support iOS, Android devices.

  • Deploy software packages via SCCM or JAMF to all devices in conjunction with desktop admin team.

Ideally you'll have:

  • Experience with ITIL or Microsoft Operations Framework (MOF) processes.

  • Has a working knowledge of Microsoft Active Directory, Microsoft Exchange Server 2016, Office 365 for creating and editing user accounts.

  • Exceptional verbal and written communications skills

  • Ability to work effectively both independently and in team environments.



    Related Job Description Examples

Service desk manager | Service desk engineer