There are many different skills required of service desk analysts. In addition to the necessary soft skills, they need to be technically savvy. This means they should be able to diagnose problems using different tools and software, and maintain up-to-date knowledge of current trends in the industry. They should also be well-versed in computer hardware and software. These skills will be of great use when troubleshooting a customer’s problems.
The role of a Service Desk Analyst requires an individual with a strong communication and organization skill set. This position requires the individual to be able to follow up with end users and escalate incidents accordingly. They are also responsible for maintaining communication with customers during the incident resolution process. A service desk analyst must be able to answer technical support requests promptly and professionally, documenting them in a ticket. They must also have the ability to work in a fast-paced environment.
A Service Desk Analyst resume should highlight the necessary soft and technical skills for the position. Some employers will look for a specific skill set, such as Microsoft Office, Active Directory, Windows, or Troubleshooting. Other common skills that will be highly relevant to a Service Desk Analyst position include Operating Systems, Microsoft SQL Server, and Incident Management. However, employers may not be looking for specific software or hardware. If you have experience using any of these tools, then that is a bonus.