Help Desk Analyst
Help Desk Analysts are the very first persons in a company to provide assistance or technical support to customers. They take care of various questions, request and issues. Most of their time is spent on phones for they are the ones to log the calls, understand the problems raised, and then provide solution.
Aside from accepting queries through phone calls, a help desk analyst might also need to respond to customers through e-mail. They will get all necessary information and determine the recurrence of the incident if previous records of the same problem exist. A help desk analyst can work with IT support analysts of different fields and use various tools and resources to be able to resolve the problem as soon as possible. If the issue needs to be escalated for further troubleshooting, it is still his or her responsibility to monitor the case and verify resolution to the client.
Salary Information
As of February 2009, the average salary of help desk analysts reaches $28,000 per year. That may vary according to the company size, experience, or location.
Job Requirements
Applicants for help desk analyst positions must have excellent communication skills and must naturally enjoy talking to people and attending to their needs. An effective help desk analyst should be articulate and can speak clearly on the phone. He must be computer literate and be familiar with common office productivity software applications. Moreover, he must have excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions.
