Organisations in New Zealand heavily rely on computer systems in all spheres of their operations. What is crucial is to ensure that such IT systems are running correctly. A Service Desk Analyst job or Help Desk Support monitors and maintains such computer systems as well as their networks by applying the ITIL framework. The job entails diagnosing hardware and software faults and solving technical issues via the phone, email, or in person.
Nature of Work
Service Desk Analysts are fundamentally focused on ensuring the smooth running of IT systems so that users gain maximum benefits from them. Individual responsibilities in the role can vary depending on the structure and size of a business, but can include:
- Installing and configuring hardware and software systems as well as applications.
- Implementing and adhering to the ITIL best practice framework.
- Responding to user queries to help set up IT systems or solve issues and offer a remedy.
- Establishing new user accounts and handling password problems.
- Replacing parts when required.
- Utilizing pertinent applications and enhancing knowledge of Microsoft, Linux or Cisco.
- Ticket management as well as incident management through the use of various applications.
- Troubleshooting network and systems concerns and resolving hardware and software faults.
- Providing relevant documentation and reports to stakeholders.
- Supporting the roll-out of new technologies and applications.
To gain entry into a Service Desk Analyst job, most employers in New Zealand will generally seek graduates with an IT-related degree including computer science, software engineering, information technology and software development to name just a few. Businesses also look for extensive knowledge of the programs and applications they use, usually Microsoft, Linux and Cisco. Additional certifications in these technologies will offer a candidate an advantage when applying for Auckland and Wellington Service Desk Analyst jobs or a Help Desk Support role.
Many Service Desk Analysts develop their careers by expanding their skills and keeping up to date with latest technologies. Once experienced, they can progress as a Team Leader or a more senior role within their area or move to other careers within IT, such as a Systems Engineer, Network Engineer or Software Developer.
Speak to one of our specialist consultants today and find out about our Auckland and Wellington Service Desk Analyst jobs today.