WHAT DOES A DESKTOP SUPPORT ANALYST DO?

Published: Oct 21, 2024 - The Desktop Support Analyst provides essential support for computer desktop systems by administering services according to established policies and procedures. This role involves troubleshooting various hardware and software issues, coordinating repairs with vendors, and delivering first-line support across multiple locations. Additionally, the analyst utilizes remote tools to configure systems, executes SQL queries for troubleshooting, and collaborates with the IT Specialist team to escalate and resolve complex incidents.

A Review of Professional Skills and Functions for Desktop Support Analyst

1. Desktop Support Analyst Duties

  • Technical Support: Provide corporate, sales, and construction users with technical support on-site, at both the General Office and remote locations over the phone, via email, or by utilizing remote assistance tools.
  • Network Support: Provide technical support for internet and network-related issues, troubleshoot, and report outages to internet service providers while staying in communication with the Service Desk team with the objective of prompt service recovery.
  • Operating Systems Support: Provide technical support for Windows and other mobile operating systems such as iOS.
  • Computer Setup: Set up computers for deployment by means of company-approved configuration.
  • Computer Repair: Perform computer repairs, correct printing and scanning issues, and address network outages with critical deadlines.
  • Application Support: Provide technical support for in-house applications and services as well as other industry-leading software programs such as Microsoft Office and Microsoft Teams.
  • Customer Service: Understanding of IT Helpdesk practices with a strong emphasis on customer service.
  • Network Configuration: Understanding of network wiring and small office network configurations.
  • User Support: Address 1st or 2nd level user problems or questions efficiently.
  • Complaint Resolution: Address end-user complaints in a timely and courteous manner.
  • PC Build Assistance: Assist in PC builds/rebuilds.
  • LAN/WAN Support: Assist in LAN/WAN maintenance and troubleshooting.

2. Desktop Support Analyst Details

  • Project Management: Manage projects for the fulfillment of customer initiatives and communicate effectively about the progress of projects through both written and oral communication to all levels of the organization.
  • System Installation: Install and upgrade operating systems and computer software.
  • Application Deployment: Lead and implement large-scale application deployments for Windows and Mac environments.
  • Software Packaging: Script and package software and deploy it to companywide desktop computers using technology within the infrastructure (SCCM, GPO, etc.).
  • Operations Management: Identify and organize day-to-day operation and maintenance tasks to ensure a secure and reliable computing environment.
  • Quality Assurance: Ensure services provided meet and/or exceed established standards, and if standards do not exist, assist in creating them. Update standards as necessary.
  • Image Deployment: Deploy and support a standardized desktop and laptop image consisting of the operating system and all supported applications.
  • User Satisfaction: Monitor user satisfaction and advise on improvements.
  • Equipment Consultation: Provide advice on equipment upgrades or additions.
  • Asset Management: Assist in asset management.
  • Network Security: Maintain network security according to VCN standards.

3. Desktop Support Analyst Responsibilities

  • Desktop Support: Administer computer desktop support in accordance with established policies and procedures.
  • Vendor Coordination: Match hardware repairs with the appropriate vendors.
  • Problem Resolution: Rectify computer problems and suggest appropriate action/solutions.
  • Communication: Meet regularly and effectively with ticket submitters.
  • Technical Support: Administer support on a variety of computer hardware and software issues by identifying, researching, and resolving technical problems.
  • Transaction Records: Support records of daily data communication transactions, issues, and remedial actions taken or installation activities.
  • System Repair: Support, examine, and repair computer systems, hardware, printers, and computer peripherals.
  • Incident Management: Resolve incidents within Operations Level Agreement (OLA) and Service Level Agreement (SLA) timeframes.
  • 1st Line Support: Provide 1st line support across multiple locations.
  • Issue Escalation: Escalate relevant issues to the IT Specialist team.
  • Query Execution: Execute queries and scripts (particularly in SQL) to perform simple troubleshooting and use logical reasoning with a systematic series of steps to identify the root causes of incidents.
  • Remote Installation: Use remote tools to install and configure computer software and hardware.
  • Data Architecture Support: Understand and support the data architecture as it relates to data sourced from 3rd parties and internal systems, as well as data required for business applications.
  • Vendor Liaison: Liaise with 3rd party vendors to ensure the delivery of files relating to business applications and data.

4. Desktop Support Analyst Accountabilities

  • Application Maintenance: Providing application configuration and maintenance of IT systems, IT hardware, and cloud telephony systems.
  • User Support: Delivering support to business users and investigating and resolving application errors, data discrepancies, and queries.
  • System Enhancement: Working with the business users in identifying and proposing application system changes, problem resolutions, enhancements, and developments.
  • Vendor Coordination: Liaising with Corporate IT and software suppliers on the development/delivery of these solutions.
  • Service Restoration: Working alongside other teams and suppliers to ensure service interruptions are restored to meet business requirements and agreed SLAs.
  • Hardware Support: Being responsible for the support, maintenance, repair, or replacement of applications and IT hardware and their interfaces to ensure maximum availability and quality.
  • Program Management: Initiating, implementing, and managing the maintenance and release programs based on best practices.
  • Status Reporting: Reporting to provide regular status updates on incidents and project work items.
  • System Integration: Ensuring new systems and functions introduced are integrated into the existing IT environment without any negative impact on the business.
  • Documentation Compliance: Ensuring all work is carried out and documented in accordance with required standards, methods, and procedures.
  • Risk Management: Ensuring risks to the environment are identified early and mitigation strategies developed and employed.

5. Desktop Support Analyst Functions

  • Computer Imaging: Imaging, installation, and inventory of computers and software using tools such as Microsoft Intune.
  • System Analysis: Analysis and configuration of computer systems to meet job roles.
  • Networking: Networking computers, peripherals, IP phones, and mobile devices to enhance communication.
  • IT Support: Maintaining and troubleshooting IT infrastructure hardware and software onsite or via remote, including but not limited to PCs, laptops, printers, faxes, phones, thin clients, switches, RF devices, mobile devices, Wi-Fi, and enterprise software.
  • Virtual Machine Management: Maintain computers and virtual machines, including user accounts and applications (including backup technology and software) and coordination of upgrades with other Information Technology professionals.
  • Project Participation: Participate in global IT project work, including design, planning, coordinating, and implementation as assigned by the IT Management team.
  • User Support: Responsible for providing technical assistance to 250 end users of IT services in both Australia and NZ.
  • Technical Support: Provide day-to-day technical support for internal desktop and laptop systems, servers, and the associated network infrastructure.
  • Hardware Diagnostics: Perform basic hardware diagnostics, routine moves, adds, and changes.
  • Maintenance Coordination: Coordinate service, maintenance, and repairs of computers and peripheral equipment.
  • Client Software Support: Install and support client software applications and operating systems.
  • Software Management: Install software releases, system upgrades, evaluate and install patches, and resolve software-related problems.
  • Data Security: Maintain data integrity and file system security for the desktop environment and ensure that the FNZ network and systems are internally and externally secure by following existing policies and procedures for audit purposes.
  • Documentation: Document and maintain desktop build documentation and user how-to guides.
Relevant Information
What Does A Desktop Support Technician Do?
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