Service Desk Analyst Tasks

Service Desk Analysts resolve incidents reported by users. Service Desk Analysts usually provide the initial point of contact with the customer. During the incident management process, Service Desk Analysts work with other specialists, vendors, and technicians to resolve incidents for the users.

Service Desk Analysts also create service requests for Self Service users, update requests, and look up the status of requests.

By default, Service Desk Analysts have access to the following workspaces:

• Change Calendar
• Incident
• Problem
• Service Request
• Social Board
• and many more

Common Service Desk Analyst tasks include:

• Processing incidents and service requests initiated by customers using either the Self Service module, email, or telephone.
• Creating incidents and service requests on behalf of customers.
• Recategorizing incidents by service and category.
• Setting the priority for resolving incidents based on impact and urgency.
• Investigating and diagnosing incidents and researching solutions.
• Managing service requests to make sure that they are not breached.
• Providing status on service request to customers.
• Updating service requests.
• Working on incident and service request tasks.
• Escalating incidents and service requests to the next level of support if necessary.