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.
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The key responsibilities of a helpdesk analyst include:
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.
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: