Help Desk Analyst

By: Dusty Arlia
Published on January 3, 2012
Last Updated on Friday, July 10, 2015 at 2:35 PM
Total Updates: 3

Being a Help Desk Analyst is a very common entry level position. When accepting these positions consider the pros and cons.

Pros:

  • These jobs are abundant and as a result are easier to get.
  • They are great for building experience. Customer service is at the heart of this position and honing these skills can really help you down the road.
  • You will see your typing skills improve no matter your current skill level.
  • If you are at a technology help desk and support software and / or hardware, the opportunity to learn about various products is irreplaceable. Most help desks allow you to grow your knowledge and skills on Microsoft’s family of products, like MS Office.
  • You will be able to grow your knowledge in help desk software and ticketing systems.
  • Troubleshooting skills will grow and you will learn how to breeze through long processes. An IT professional’s ability to troubleshoot a problem is one of the most important skill sets and is only mastered over time and experience.
  • Grow your experience in problem escalation and recognizing the severity of a problem.
  • Learn proper phone skills including the right ways to put someone on hold, proper hold times, call transferring, phone conferencing, and more.
  • Learn to work in a team environment.
  • Usually in help desks there is a lot of room for growth, whether that may be becoming a trainer, senior analyst, or even a manager. Usually companies large enough for help desks have other departments you can transfer to if another company position catches your eye.

Cons:

  • Typical help desk positions don’t start off paying great unless you’re a senior analyst or a help desk manager.
  • Your call times may be heavily monitored.
  • The tickets you document for each phone call may be heavily scrutinized.
  • You will always be found in the middle of two parties expecting different things – your boss wanting you to keep your calls to a minimum and your customer expecting you to answer all their questions and exhibit patience. You will constantly have to balance having high quality tickets that are clear and concise while having short call times. Also, your customer might be determined to have a ticket escalated, where as your boss would like you to solve as many problems as possible with as few escalations as possible. Your performance will always be linked to your speed and customer satisfaction when doing both may be conflicting, assuring someone to be disappointed at times.
  • Be ready for the office environment which includes sitting in a chair all day, staring at a screen, and not knowing whether it is raining or snowing outside.
  • Everything you do is closely monitored. For example your phone software will know when you’re on break, lunch, on the phone, off the phone, in between calls, and even how long you’ve placed your customers on hold. There is a constant feeling of being monitored especially in larger help desks where managing large numbers of help desk analysts is crucial.

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