Service Desk Analyst
What's it like to be a Service Desk Analyst?
Service Desk Analysts are information technology (IT) experts concerned with handling technical issues of a company or client. Their main responsibilities range from answering IT-related queries to maintaining technical products and resolving various network, hardware, and software errors.
Tasks and duties
- Installing and maintaining computer systems and network applications.
- Addressing and resolving staff or client technical issues and queries.
- Ensuring proper use of technical products through relevant guidelines.
- Recording and analyzing incidents raised and resolutions provided.
- Preparing technical reports as required by the company or client.
- Escalating other problems that may arise to the relevant departments or staff.
Service Desk Analysts work closely with other IT personnel in an organization. With that, they must not only showcase mastery in a wide range of IT knowledge and practices but also possess strong interpersonal skills to deal with the different technical needs of internal company staff or external users.
How to become a Service Desk Analyst
Most Service Desk Analysts have a background in the fields of IT or Computer Science. Although not essential, you may also benefit from having relevant certifications on top of the skills you gained.
Complete a bachelor degree in IT or Computer Science. Other alternatives include Computer Systems and Computer Engineering, depending on where you are studying in terms of location and institution.
Secure an internship at a reputable IT company. This exposure will provide you with further training in the different tools, knowledge, and skills that are essential to becoming a Service Desk Analyst. In addition, it will prepare you to deal with different users and the various technical support they might need.
Acquire certifications to elevate your IT expertise. While studying IT and related fields is often enough to kickstart a career as a Service Desk Analyst, getting yourself certified by a trusted organization in the Philippines can give you more advantage in your desired role.
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