Helpdesk Analyst Jobs

What is a helpdesk analyst?

The role of a helpdesk analyst is to assist employees in resolving technical issues with their hardware or software systems, either over the phone or online.

As the first point of contact, it is vital that the helpdesk analyst finds solutions to issues and communicates them in a professional and considerate manner.

Showing all jobs in the Helpdesk Analyst category

Posted Job Title Salary / Daily Rate Location Type Worklife Shortlist
Posted28/06/2024 Salary / Daily Rate€60,000 - €70,000 LocationDublin / Hybrid TypeContract WorklifeHybrid

What are the main responsibilities of a helpdesk analyst?

The key responsibilities of a helpdesk analyst include:

  1. Helping employees to resolve a wide range of technical issues which may arise with the company’s hardware and software systems
  2. Obtaining information from employees by email or over the phone
  3. Relaying information from the caller to the IT department and vice versa
  4. Logging detailed information for future reference

Helpdesk analysts are often called upon to deliver round-the-clock technical assistance so the role can involve working weekends and nights.

The role of helpdesk analyst, though usually remote, may also involve travelling to assist clients and customers in person.

What skills and qualifications does a helpdesk analyst require?

When employing helpdesk analysts many employers look for a degree in Computer Science, though it is possible for those without degrees to gain experience in junior helpdesk positions and progress after five years of experience. On the job training is always provided in such cases.

Some employers also prioritise candidates with certifications such as the Cisco Certified Entry Network Technician (CCENT) and the Cisco Certified Network Associate (CCNA) and these can broaden the range of jobs to which the helpdesk analyst can apply.

Additional skills that helpdesk analysts require may include:

  1. Competence at using a range of hardware and software systems
  2. Excellent interpersonal and communication skills
  3. Excellent keyboard skills
  4. The ability to multitask and problem-solve
  5. Patience
  6. A high degree of organisation

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