The help desk analyst is one of the most visible IT roles – as well as an evolving one. In fact, it’s one of the few public-facing IT jobs. But what does an average workday look like for this professional? Here’s a quick overview.
A tiered role
Help desk analysts are on the frontline of customer support. They are focused on helping to resolve technical issues end users encounter, or connecting those users with more intensive IT support, when needed. Here are the three levels of analysts:
A Tier 1 help desk analyst typically takes the initial inquiry and manages relatively simple hardware, software or network issues. If they can’t address the problem, they escalate it to a Tier 2 analyst.
A Tier 2 analyst is able to resolve more complex systems and applications problems. These help desk analysts generally decide whether or not to generate a trouble or work order ticket, or escalate the issue to the next level.
Tier 3 analysts research and resolve the most complex issues that other help desk levels have been unable to fix. They also identify trends in issue reporting and come up with preventative solutions.
Remote assistance
A help desk analyst spends the majority of the day performing remote support. This can take a number of forms:
Over-the-phone support
Screen sharing or remote control
Live chat support
Email support
Performing any kind of technical support is challenging enough, but remote support can require even more skill.
If screen sharing or remote control tools aren’t available, help desk analysts must depend on users to be their eyes and hands when trying to resolve a problem. The help desk analyst must visualize what the user is seeing on his or her screen and know exactly what suggestions to give, and how to word that guidance so the user can follow it.
Providing remote support can be particularly tricky during busy periods of the day when the volume of calls picks up, queues get longer and pressure mounts. The help desk analyst therefore needs to know how to keep cool and work efficiently – and it doesn't hurt to have a sense of humor, particularly when receiving requests like these. (Although laughing at end user requests while helping them is obviously not a good idea!)
More info: help desk level 1 salary
A tiered role
Help desk analysts are on the frontline of customer support. They are focused on helping to resolve technical issues end users encounter, or connecting those users with more intensive IT support, when needed. Here are the three levels of analysts:
A Tier 1 help desk analyst typically takes the initial inquiry and manages relatively simple hardware, software or network issues. If they can’t address the problem, they escalate it to a Tier 2 analyst.
A Tier 2 analyst is able to resolve more complex systems and applications problems. These help desk analysts generally decide whether or not to generate a trouble or work order ticket, or escalate the issue to the next level.
Tier 3 analysts research and resolve the most complex issues that other help desk levels have been unable to fix. They also identify trends in issue reporting and come up with preventative solutions.
Remote assistance
A help desk analyst spends the majority of the day performing remote support. This can take a number of forms:
Over-the-phone support
Screen sharing or remote control
Live chat support
Email support
Performing any kind of technical support is challenging enough, but remote support can require even more skill.
If screen sharing or remote control tools aren’t available, help desk analysts must depend on users to be their eyes and hands when trying to resolve a problem. The help desk analyst must visualize what the user is seeing on his or her screen and know exactly what suggestions to give, and how to word that guidance so the user can follow it.
Providing remote support can be particularly tricky during busy periods of the day when the volume of calls picks up, queues get longer and pressure mounts. The help desk analyst therefore needs to know how to keep cool and work efficiently – and it doesn't hurt to have a sense of humor, particularly when receiving requests like these. (Although laughing at end user requests while helping them is obviously not a good idea!)
More info: help desk level 1 salary
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