Hot Job Areas: Desktop Support Analysts

A help desk/desktop support analyst is an IT professional who mentors, supports and improves the efficiency of computer users in an organisation. This role requires having an in depth knowledge of one or more applications and systems so as to be able to quickly and effectively help users, whether internal (users) or external (customer), with their problems.

Duties of a help desk support analyst include providing answers to computer users’ problems, supplying training and feedback to those users to lessen the occurrence of future problems, troubleshooting difficult or unusual situations, and suggesting workflow improvements to management. Help desk support is generally an introductory technical role. A good understanding of PCs, operating systems, networking and applications is necessary. Equally important, however, are strong interpersonal skills such as effective listening, empathy, patience, and the ability to walk a user through a problem.

Qualifications usually required:

• MCP, XP, Office 2003Windows XP, Office 2003, MCP
• MCSE
• 2+ years helpdesk experiance
• Linux
• installation of XP o/s and new software/hardware
• firewall, router, TCP/IP
• backup solutions
• Exchange
• Mail Servers

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