Help Desk Analyst

Work setting

• Help desk
• Private sector

Responsibilities

Tasks

• Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced
• Consult user guides, technical manuals and other documents to research and implement solutions
• Provide advice and training to users in response to identified difficulties
• Collect, organize and maintain a problems and solutions log for use by other technical support analysts
• Provide business systems, network and Internet support to users in response to identified difficulties
• Perform Web-server backup and recovery operations
• Provide customer service
• Manage incidents

Experience and specialization

Computer and technology knowledge

• Desktop applications

Additional information

Personal suitability

• Accurate
• Client focus
• Efficient interpersonal skills
• Organized
• Ability to multitask
• Honesty