The whole world uses computers for work, study and entertainment purposes.
Although it is easy to learn how to use a computer, it is often quite tiresome to handle issues associated with it such as breakdowns and troubleshooting.
The prime reason for companies hiring desktop support analysis is to handle the various support needs of internal customers who have bought computer systems from the company.
As a desktop support analyst, one has to be technically savvy.
Possessing a background in handling the different software and hardware needs of computers is an absolute necessity as is an analytic mindset.
Desktop support analysts provide support over a multitude of platforms such as local area networks (LAN), extensive area networks (WAN) and even metropolitan area network (MAN). Specific work duties depend on the company an individual is working for and the type of clientele it serves.
Desktop analysts need to be well-versed in both software and hardware as they are responsible for handling issues related to both. There is much that they need to do in terms of customer services as they are always in direct contact with customers and need to ensure satisfaction. A list of specific job duties that a desktop support analyst performs in his or her two roles is listed below:
Desktop Support Analyst Duties as a Helpdesk Technician
• Take telephone calls from clients and inquire into the nature of the problem
• Respond to clients’ emails regarding hardware and software issues
• Determine nature of the technical problem by questioning clients
• Provide clients with walkthroughs in order to resolve the diagnosed issues
• Repeat and re-repeat instructions to clients with the aim of resolving the issues promptly
• Interview walk-in clients about their hardware and software issues
• Ask clients to demonstrate when and how a problem in the computer or peripheral occurs
• Take measures to diagnose and troubleshoot both software and hardware issues
• Perform installation and upgrading of software on clients’ computers
• Handle peripheral installation activities and provide clients with information on the upkeep of their systems
Desktop Support Analyst Duties as a Technical Support Specialist
• Provide technical support to employees within an organization
• Assist employees in learning new software and peripheral devices
• Lay down and configure LANs, WANs, and MANs in accordance with the company’s technical needs
• Ensure that virus updates are properly handled on each standalone system and over the network
• Diagnose and troubleshoot network and standalone computer problems
• Write computer training manuals for employees
• Install, configure and update computer software and hardware
• Provide cable laying and maintenance support
• Handle paperwork and documentation associated with troubleshooting and diagnosis
• Ensure that peripheral devices, instrument, and software are readily available at all times