Service Desk Analyst

Summary

A service desk analyst interacts with customers.

At this role level, you will:

  • perform tasks such as taking calls from customers and trying to resolve their queries acting as the first point of contact providing timely, effective and efficient support to stakeholders

  • know when to escalate issues to your manager.

Background

Background Components

Description Background

Has good oral communication skills and takes an analytical approach to problem solving.

Prior Knowledge and Skills

Work Activity Components

Title Details

Request handling and customer support

Following agreed procedures, receives and responds to common requests for service by providing information, to enable fulfilment. Promptly allocates unresolved calls as appropriate.

Log, monitor and report

Maintains records, informs users about the process and, following agreed procedures, advises relevant persons of actions taken.

Implementation and controls

Ensures implementation of information, and records management policies and standard practice, ensuring that information is protected, available and accessible, and can be retrieved as required. Complies with all relevant information and data security policies and procedures.

Knowledge/Skills

Knowledge/Skills Components

Title Depth Details Type

Analytical Thinking

Acquiring a proper understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts. Selecting the appropriate method/tool to resolve the problem and reflecting critically on the result, so that what is learnt is identified and assimilated.

Behavioural Skills

Information Acquisition

Identifying gaps in the available information required to understand a problem or situation and devising a means of resolving them.

Behavioural Skills

Attention to Detail

Applying specific quality standards to all tasks undertaken to ensure that deliverables are accurate and complete.

Behavioural Skills

Verbal Expression

Communicating effectively using the spoken word.

Behavioural Skills

Written Expression

Communicating effectively in writing, such as reports and via emails.

Behavioural Skills

Teamwork

Working collaboratively with others to achieve a common goal.

Behavioural Skills

Follow-up and Monitoring

Checking progress against targets, taking action to resolve exceptions/ issues and reporting and escalating where necessary.

Behavioural Skills

Application Systems

Aware of

Technical or functional understanding of Commercial Off-the-Shelf (COTS) applications and/or other bespoke software deployed within the organisation in order to provide system configuration, audit, technical, and/or functional support.

Technical Knowledge and Skills

Database Software

Aware of

Software that enables the user to capture, create, populate and manipulate data structures and where appropriate unstructured data.

Technical Knowledge and Skills

Networking and Communications

Aware of

The planning and management of the interaction between two or more networking systems, computers or other intelligent devices.

Technical Knowledge and Skills

Operating Systems

Familiar with

System software that controls activities such as input, output, dynamic resource allocation, and error reporting, within the operation of a computer configuration.

Technical Knowledge and Skills

Corporate, Industry and Professional Standards

Aware of

Applying standards, practices, codes, and assessment and certification programmes relevant to the IT industry, and the specific organisation or business domain.

Technical Knowledge and Skills

Operational/Service Architecture

Aware of

Knowledge of the IT/IS infrastructure and the IT applications and service processes used within own organisation, including those associated with sustainability and efficiency.

Technical Knowledge and Skills

Access Control Systems

Familiar with

Any tool or system which provides security access control (i.e. prevents unauthorised access to systems).

Technical Knowledge and Skills

Business Environment

Aware of

The business environment relating to own sphere of work (own organisation and/or closely associated organisations, such as customers, suppliers, partners and competitors), in particular those aspects of the business that the specialism is to support (i.e. localised organisational awareness from a technical perspective).

Technical Knowledge and Skills

IT Environment

Aware of

The IT environment relating to own sphere of work (own organisation and/or closely associated organisations, such as customers, suppliers, partners), in particular own organisation’s technical platforms and those that interface to them through the specialism, including those in closely related organisations.

Technical Knowledge and Skills

BYOD

Familiar with

The policy of permitting employees to bring personally owned mobile devices (laptops, tablets, smart phones etc) to their workplace, and the implications of using those devices to access privileged company information and applications consistent with safeguarding corporate systems and data taking account of security and confidentiality requirements. Also called bring your own technology (BYOT), bring your own phone (BYOP), and bring your own PC (BYOPC).

Technical Knowledge and Skills

Incident Management Tools

Familiar with

Including interrogation of incident database, creation of parent and child incidents, creation of queries to seek trends and use of known error logs/ databases.

Technical Knowledge and Skills

Risk Management

Aware of

Methods and techniques for the assessment and management of business risk including safety-related risk.

Other Knowledge and Skills

Time Management Techniques

Familiar with

Methods and techniques for making effective use of own time.

Other Knowledge and Skills

Service Level Agreements

Aware of

The purpose and composition of a service level agreement (SLA); the relationship between an SLA, an OLA (Operational Level Agreement) and an underpinning contract for the supply of services.

Other Knowledge and Skills

Information Assurance

Familiar with

Information assurance methods, tools and techniques (including the Caldicott Principles) used to protect the integrity, availability, authenticity, non-repudiation and confidentiality of user data and manage the risks related to the use, processing, storage, and transmission of information.

Other Knowledge and Skills

Training Activities

Training Components

Title Details

Service Delivery

The service delivery processes: the systems, products, services, hardware and software environment.

Data Protection and GDPR

Data protection legislation, regulatory framework and compliance, including GDPR (General Data Protection Act).

Security Awareness

Tools and techniques to help users and employees understand the role they play in helping to combat information security breaches and for IT and security professionals to prevent and mitigate risk.

Health and Safety

Understanding statutory health and safety requirements relating to the working environment and/or the tools and techniques to promote, communicate, implement and maintain a health and safety culture.

PDAs

PDA Components

Title Details

Participation in Group Activities

Participating in group activities inside or outside of the working environment that can assist with the development of interpersonal skills.

Job Shadowing and Special Assignments

Undertaking temporary periods or secondments in other roles, inside or outside IT, particularly those that offer a new perspective on own function or exposure to other environments and cultures.

Additional Study

Building on initial education through additional study by means of distance learning, night classes, day release, etc.

Gaining Knowledge of Employing Organisation

Gaining basic knowledge of the employing organisation, its business, structure, culture, policies, products/services, operations and terminology.

Gaining Knowledge of Surrounding Technical Areas

Gaining knowledge of IT activities in employing organisation external to own function.

Involvement in Professional Body Activities

Attending meetings, seminars and workshops organised by professional body and reading published material, such as journals and web content.

Time Management

Undertaking learning and practice in the planning and organising of own activities.

Team Working

Undertaking learning and practice in the techniques of team and collaborative working. Gaining an understanding of the underlying concepts.

Communications

Undertaking learning and practice in oral and written communications, including report writing and presentation.

Qualifications

Qualification Components

Title Awarding Body

Service Desk Analyst

Service Desk Institute experience

ITIL Foundation

AXELOS

FEDIP Practitioner

FEDIP

Organisation Skills

Framework » Organisation
Category » Subcategory
Skill Name and Description Level

DDaT » IT Operations Job Family

IT Ops – Asset and configuration management

You can conduct life cycle management for assets including hardware, software, intellectual property, licences and warranties. You can manage usage, disposal, compliance, inventory, sustainability, cost optimisation and protection of the asset portfolio. You can help to improve investment decisions and capitalise on opportunities. You can comply with international standards for asset management. You can document information relating to assets including identification, classification and specification of all items, and information related to storage, access and versions. You can apply status accounting and auditing in line with relevant criteria.

1 – Awareness

You can track, log and correct information to protect assets and components.

DDaT » IT Operations Job Family

IT Ops – Continual service improvement

You can identify and explore opportunities for service and business improvement. You can produce analysis and identify, prioritise and implement improvements and efficiencies, ensuring that the organisation derives maximum value from services. You can recognise the potential for automation of processes, determine costs and benefits of new approaches, and manage change or assist implementation where needed.

1 – Awareness

You can show an awareness of developing process efficiency and common ways in which processes are optimised. You can support specific activities to improve development processes. You can spot or identify obvious deficiencies.

DDaT » IT Operations Job Family

IT Ops – Customer service management

You can manage customer service functions, including responding to issue reports and information and access requests. You can use the results of customer satisfaction measurements to improve services. You can demonstrate a successful relationship with customers.

2 – Working

You can resolve user requests to a minimum of the agreed service level agreement. You can empathise with the end user. You can use customer-focused metrics to achieve a satisfying outcome.

DDaT » IT Operations Job Family

IT Ops – Ownership and initiative

You can take ownership of problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements. You can take full accountability for the actions taken and decisions made.

2 – Working

You can own an issue until a new owner has been found or the problem has been mitigated or resolved.

DDaT » IT Operations Job Family

IT Ops – Service focus

You can maintain focus on the whole life of service delivery (designing, developing, delivering and operating). You can ensure that a set of IT products, suppliers and vendors come together to deliver an IT service.

1 – Awareness

You can show an awareness of different products and services.

DDaT » IT Operations Job Family

IT Ops – Service reporting

You can use management information to consolidate agreed Key Performance Indicators (KPIs) into product or service measures, to underpin the service management of a specific product or service.

2 – Working

You can produce relevant reports in a standard format and agreed timeframe. You can work with important stakeholders to discuss any changes in the reporting processes. You can add a commentary that provides an interpretation of the data set.

DDaT » IT Operations Job Family

IT Ops – Technical understanding

You can demonstrate knowledge of the specific technologies necessary to fulfil the responsibilities and tasks of the role. You can apply the required breadth and depth of technical knowledge. You can actively keep informed of industry developments to make cost-effective use of new and emerging tools and technologies.

1 – Awareness

You can show an awareness of the relevant subject matter and a high-level understanding of what it involves.

DDaT » IT Operations Job Family

IT Ops – User focus

You can understand users and identify who they are and what their needs are, based on evidence. You can translate user stories and propose design approaches or services to meet these needs. You can engage in meaningful interactions and relationships with users. You can show that you put users first and can manage competing priorities.

1 – Awareness

You can show an awareness or understanding of user experience analysis and its principles. You can explain the purpose of user stories and the focus on user needs.

This job role profile was created in collaboration with BCS, using Role Model Plus. BCS is the professional body that has the responsibility of updating this job family.

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