IT Helpdesk Analyst
IT helpdesk analysts offer guidance by means of phone, site or email to PC users who need assistance tackling their technical issues. They can also be called helpdesk support technicians or service desk analysts. As the part of the work you could be: Providing first line technical support to clients – taking enquiries by telephone and email Managing issues for equipment, for example, servers, PCs and printers, and software programs Inquiring about the issue and clarifying potential solutions Managing normal or fundamental technical issues, for example, resetting passwords Utilizing automated diagnostic programs to tackle network issues Upgrading knowledge bases with information of basic issues which clients can see online Utilizing helpdesk software to log calls with descriptions of issues, progress and solutions Passing calls to a team of second line support analysts if the issue is more complex Orchestrating an expert to visit the client if an issue can't be tackled via telep...