![]() Ensuring user queries or issues are captured, validated, and triaged for further processing. Though structures of service desks can change (see next section), the roles of the service desk support analyst can be grouped into three main processes: No matter your title, if you’re working in a service desk or help desk environment, you’re serving as the first, perhaps only, point of contact between an end user and your company. (Some companies recognize a difference between service desk and help desk, but we’ll use the term interchangeably here.) What does a service desk support analyst do?ĭepending on the organization, formal titles for this job may be “service desk support analyst” or “help desk support analyst” or simply service/help desk support. So, what do employees of a service desk do? Let’s look at the service desk support analyst role, including typical responsibilities. And while self-service portals and AI powered chatbots are all the rage in handling user issues nowadays, there is still room for the human touch-particularly where empathy is required and complexity is encountered. ITIL 4 defines the Service Desk as an entry and single point of contact for all users, where demand for incident resolution and service requests are received by the service provider. When it comes to user perception of IT within an enterprise, there is no doubt that the Service Desk remains one of the major drivers of customer experience. Automated Mainframe Intelligence (BMC AMI).Control-M Application Workflow Orchestration.Accelerate With a Self-Managing Mainframe.Apply Artificial Intelligence to IT (AIOps).
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