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Technical skills because they frequently play a direct role in resolving user issues, service desk technicians need excellent technical and computer skills
Problem-solving skills service desk analysts are primarily problem-solvers, so they should be able to devise technical and creative solutions to user issues
Communication skills effective communication is key in this role, since service desk analysts need to gather data about problems, prepare detailed notes and reports, and walk users through the steps they can take to resolve software and hardware issues
Time management service desk analysts need excellent time management skills and should be able to set priorities when handling multiple cases
Team collaboration service desk analysts routinely work with other IT personnel to resolve user issues, so they need to successfully collaborate with team members and coworkers
Job Roles
Field Incoming Help Requests
One of the main duties of a service desk analyst is t...