What Does a Service Desk Do? Primarily an IT function, a service desk manages tickets, incidents and service requests, as well as user communication. Service desk professionals rely on various IT service management (ITSM) tools to get their work done.Jun 25, 2020
What are the responsibilities of an ITIL service desk?
A typical service desk manages incidents and service requests, and also handles communication with the users. Service desk employees execute the first line incident management, access management, and request fulfilment processes. According to the ITIL® Service Operations 2011 publication (pg.May 16, 2017
What makes a good service desk analyst?
Being able to filter and prioritize takes patients, time management skills and knowledge. To build a strong customer relationship, your help desk agent should go above and beyond being friendly. The agent must be able to convey complicated process in an easy manner to help customers understand it easily.Apr 23, 2016
What makes you a great service desk agent?
A great help desk agent simply enjoys communicating with customers. They know it's essential to listen and understand before being heard. This person strives for transparency, and communicates with tact. ... Their natural teaching skills help customers understand the product enough to even solve issues on their own.Dec 14, 2016
How do I become a better service desk analyst?
- Gain the trust and confidence of the user first. ...
- Before any attempt at solving the problem, restate the problem to the user. ...
- Avoid asking the user questions that begin with the words “Did you...” ...
- Do your best to have the same setup as your users.
What do you see as the top three attributes or skills required to be a great service desk analyst *?
- To ensure that you hire the best possible people in your help desk team, you should consider the below qualities.
- Patience. Patience is one of the must to have qualities of a help desk agent. ...
- Empathy. ...
- Active listening. ...
- Sense of urgency. ...
- Good interpersonal skills. ...
- Well-organized. ...
- Speed and accuracy.
What key skills or experience can you bring to the role of service desk analyst?
To perform these technical tasks, help desk technicians often must employ non-technical skills like communication, customer service, problem solving and more. The help desk role is not an easy one. It can be a negative environment as technicians are constantly bombarded with questions and problems.Feb 7, 2020
What technical skills are required for service desk analyst?
- In-depth knowledge of hardware and software.
- Up-to-date knowledge of the latest IT and software trends.
- Strong customer service ethos.
- Ability to work well with people.
- Strong communications skills.
- Excellent organisational skills.