Although in many ways computers have helped businesses improve their efficiency and delivery, when computers malfunction or when software programs hit glitches, there can be trouble. Most companies employ a team of support staff expressly to address computer problems. These staff members are sometimes described as help desk analysts. The main job of a help desk analyst is to answer employees' technology-related questions, and to strategize favorable results. Help desk analysts work within companies and for companies: any time computers or technology are involved, there is usually a help desk analyst standing by to help fix things when they break.
The majority of help desk analyst duties involve technological problem-solving. Most of the time, a help desk analyst diagnoses problems over the phone. Inside companies, there is often a special telephone hotline that employees can use to reach a help desk analyst. After listening to the employee’s description of the problem, the help desk analyst will usually ask the employee to try executing certain commands to resolve the problem. Depending on the set-up, the analyst might also be able to access the employee’s computer remotely in order to get a better sense of the problem.
If possible, the help desk analyst will resolve the problem with the employee still on the phone. If the problem is complex, however, the analyst may have to visit the employee’s work station personally to get a better sense of what has gone wrong. To effectively do their job, help desk analysts must have a firm understanding of all the different computer programs and hardware that the company uses. The analyst must also be a good communicator, and be able to effectively manage employees who may be overly frustrated or unnerved by their malfunctioning equipment.
The help desk analyst job description largely depends on the setting. Not all help desk analysts work with employees. Some interface directly with customers. Help desk analysts who work for Internet service providers or computer manufacturers, for instance, will answer calls from customers who are often far away, but nonetheless experiencing difficulty getting things to work properly. If the analyst cannot fix the customer’s problem over the phone, the analyst typically will either schedule an in-house service call or offer instructions for obtaining hardware repair.
In order to be hired as a help desk support analyst, one must generally have an in-depth knowledge of computers and technology, as well as the ability to obtain and keep help desk analyst certification. There are several leading industry certification programs available for help desk analysts, ranging from technical competency on specific platforms to broad customer service training. It is up to an individual company to set the requirements for the kind of certification required to be a help desk support analyst, as well as the contours of any required help desk analyst training.
