The roles and responsibilities of a service desk analyst vary from business to business; however, some of the core duties that every service desk analyst performs are mentioned below.
Effectively handling and entertaining inbound queries of the users. Communicating with clients and taking the necessary steps to resolve their issues.
Queries that require expert help are forwarded to the higher-level support specialists with the details of the problem and measures taken to fix it.
Maintain record regarding the issues faced by clients and provide data to the IT department about the repeated issues. The record book helps to fix problems in a lesser amount of time in the future.
To update users’ systems, prevent the issues from happening in the future again, and check for more errors.
To prepare and distribute IT documents that can help users resolve issues by following simple procedures.
Salary
The salary of a Service desk analyst is $52,160 per year.
Technical Support Specialist
The technical support specialist is mainly responsible for installing, organizing, fixing, and update the systems in the organization.
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