Service desk analysts
can be classified as an Information Technology professional that focuses on
resolving users' issues about computer hardware or software. My current job role title is Service Desk
Analyst. When mentions about this job title, I believe most of you will aware
that this kind of job needs to pick up calls daily, handle client's issues, have
tight schedules and assure every issue can be resolved within a short duration of
time. Although this is not the toughest job in the world, but I would like to share
my working experiences here about the toughest part of being this role.
Firstly, you have to
stay alert for every call. This is because you have to identify the root cause
of the problem and then find the right solution to solve the problem within the fixed
duration. To me, if the volume of calls is high, it will cause us no small gap
to break and we need to reframe our mind to settle another issue after the
previous issue is solved. As a result, careless mistake, overlook, or confusion
may occur especially the user's issue is unclear, complicated or more than one
issue. In short, staying alert to handle the huge amounts of calls is challenging
for analysts if no proper rest at the previous day, multitasking or the amount of
calls is huge continuously.
