Help Desk Analyst Job Description Template

Are you looking to hire a Help Desk Analyst to join your growing team? Then you are in the right place. Use this FREE Help Desk Analyst Job Description Template to hire the best candidate for the job.

This job description template can easily customize to fit your company’s specific needs and preferences. You can customize the details in this template and then share it on your career page or job boards to attract top talent.

You can also enrich your hiring experience with VIVAHR and post your job ads to 50+ job boards!

Let’s find your next team member together! 🙂

What is a Help Desk Analyst?

A Help Desk Analyst is a professional who provides support to computer users and assists them with resolving technical issues.

They work in a help desk environment, which is a centralized location where people can go for assistance with computer-related problems.

Help Desk Analysts typically have experience in computer networking, system administration, and customer service.

The Top Help Desk Analyst Skills

Skill	Why it's important
Customer Service	Must be able to provide excellent customer service and help resolve technical issues for their customers. The ability to effectively communicate with and help customers is essential.
Technical	Assist with identifying and solving technical issues. The Help Desk Analyst can also understand and work with software and hardware systems.
Problem-Solving	Must also be able to think creatively and come up with solutions to problems quickly. The first line of defense when users encounter errors or technical problems.
Communication	Able to communicate with customers and other employees effectively, and they need to be able to understand the customer's issue and then explain the solution to them in a way they can understand.
Multitasking	They are responsible for answering phone calls and emails from customers and working on tickets. They need to be able to juggle multiple tasks at once and stay organized.

Help Desk Analyst Job Description Template (Free)

We are hiring a skilled and expert Help Desk Analyst to join our growing company. The Help Desk Analyst is responsible for providing first-level support to customers experiencing technical difficulties with their computer hardware or software.

They will work with customers to identify and resolve the issue and, if necessary, escalate it to the next level of support. The ideal candidate for this position will have excellent customer service skills, experience working in a help desk environment, and strong problem-solving skills.

Help Desk Analyst Duties & Responsibilities:

Resolving technical problems with computers or software
Responding to customer queries by phone, email, or chat
Installing and configuring software and hardware
Updating and maintaining records of customer enquiries
Troubleshooting system errors and network issues
Working as part of a team to solve complex technical problems
Providing step-by-step instructions to customers
Logging customer interactions and tracking resolution progress
Sending more complicated issues to support personnel at a higher level

Help Desk Analyst Requirements:

High school diploma or equivalent
Two years of customer service experience in a technology environment
Knowledge of Microsoft Office365, Windows 10, and Apple iOS
Strong verbal and written communication skills
Having the capacity to work both independently and collaboratively as part of a team
Proven problem-solving abilities
Ability to work in a fast-paced environment
Ability to be organized and efficient

Sample Interview Questions for a Help Desk Analyst

Once you gather all the received applications, you can use these sample interview questions for the Help Desk Analyst with Scorecard.

Personal

Tell me about your experience in a help desk role.
How do you stay updated with the latest trends and best practices in your field?
What do you think are the biggest challenges facing help desk analysts today?

Human Resources

Have you ever had to work overtime or on weekends?
What are some of the most challenging situations you have faced as a help desk analyst?
How do you go about problem-solving when assisting customers?

Management

How would you handle a customer who was angry and demanding?
Have you ever encountered a software or hardware issue you could not solve?
How do you prioritize and manage multiple requests from customers at the same time?

Technical Skills and Knowledge

What is your experience with help desk software?
What is your expertise in resolving tech issues?
What are the essential qualities of a successful help desk analyst?

What are the Educational Requirements for a Help Desk Analyst?

The educational requirements for a Help Desk Analyst vary depending on the company.

However, many employers look for candidates with at least an Associate’s degree in computer science or a related field.

Many Help Desk Analysts also have experience in customer service or technical support roles.

Depending on the company, specialized certifications, such as those offered by CompTIA or Microsoft, may be preferred or even required.

Ultimately, the educational requirements for a Help Desk Analyst will vary depending on your specific goals and experience level.

How Much to Pay a Help Desk Analyst when Hiring

When hiring a Help Desk Analyst, it is crucial to consider the appropriate salary for the position.

The average salary for a Help Desk Analyst ranges from $29,500 to $64,500 annually.

However, depending on the individual’s skills and experience, the salary may be higher or lower.

Negotiating a fair wage with the potential employee and agreeing that both parties are happy is crucial.

Their median annual salary is $49,152.

Hourly rates range from $15 to $31.

The median hourly rate is $24.

Percentile	10%	25%	50% (Median)	75%	90%
Hourly Wage	$15	$19	$24	$26	$31
Annual Wage	$29,500	$40,500	$49,152	$54,500	$64,500

Frequently Asked Questions about Help Desk Analyst

What is the career path for a Help Desk Analyst?

The career path for a Help Desk Analyst can vary depending on the specific role and company.

However, typical career paths could include becoming a Senior Help Desk Analyst, Manager of Help Desk Operations, or Director of Technical Support.

Other potential job titles for a Help Desk Analyst include System Administrator, IT Support Specialist, or Technical Support Representative.

How does someone become a Help Desk Analyst?

To become a Help Desk Analyst, one typically needs a high school diploma or equivalent.

However, some positions may require an associate’s or bachelor’s degree in computer science or a related field.

Excellent customer service skills and experience with computers are also necessary.

On-the-job training is often provided.

What is the typical schedule for a Help Desk Analyst?

The usual schedule for a Help Desk Analyst is generally 8-5, but they may be required to work some weekends or evenings.

How can I find a qualified Help Desk Analyst?

The best way to find a qualified Help Desk Analyst is to post a job ad and receive applications from interested candidates.

You can also look for help desk analyst resumes on job boards or search engines.

Once you have narrowed down your candidate pool, you should conduct phone or in-person interviews to assess their skills and experience.

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