The Service Desk Analyst delivers
maintenance for a primary incident solution, and it is reported to the
centralized division of service desk. Usually, responsibilities include initial
test, allocation of the task, research, and resolution of primary incidents and
requests concerning the use of application software and hardware products along
with infrastructure constituents.
The Service Desk Analyst is accountable for
gathering information through a client conversation, log on to support tools,
and additional support staff (service resources) if needed. Issues outside the
scope of their capability or responsibility are fixed by engaging in routine
other service resources from other facilities, unit, organizational groups, or
the businesses service desk.
Service Desk Analysts fixes the cases
informed by consumers or customers. The Service Desk Analysts typically offer
the first point of contact with the client. During the incident resolving
process, analysts work with other experts, vendors, and specialists to solve
the incidents for the customers.
Service Desk Analysts also generate
provision of requirements for users in the self-service intranet, update
requirements, and look up the position of requests.
Duties of Service Desk Analysts may vary,
but core responsibilities include the following:
Manage Support Requests
Accelerate Complex Cases
Manage Service Documentation
Fine tuning, Installation, and
configuration of current and new modules.
Troubleshoot in case of any issue occurred.
Open tickets with vendor if needed.
Reports creation and customization.
Integration with any NPCDR current or
expected systems.
Requirements
Certification
Requirements:
Bachelor’s degree in Computer Science or
equivalent.