Desktop Support Analyst

Desktop support analysts analyze and troubleshoot issues with desktop computers and their applications. In most businesses, this means dealing with Windows-based machines and applications; however, some firms run strictly Apple machines or run a mix of Apple and Windows machines, so knowing both types of systems well is an advantage.Perhaps the most important part of the desktop support analyst job is being able to patiently track down issues and break the problem-solving process down into easy-to-understand language.Generally speaking, it takes a mid-size or larger business to be large enough to have one or more internal desktop support analyst positions. If the business’ main product is software, the desktop support analyst may hold a customer-facing position. Most analysts work during regular business hours, although companies large enough to need to provide 24 or 7 support also have second and third shift positions available.While some employers desire or even require a bachelor’s degree, many require only that an applicant have adequate (usually two to three years’) experience with the desktop applications they will be supporting. Experience supporting the most common desktop applications, such as Microsoft Office and Intuit Quickbooks, is desired; many industry-specific software packages exist, and can add value to the desktop support analyst resume. The ability to troubleshoot larger issues, such as network problems, is also desirable, but not always required.

As a Desktop Support Analyst with 0-3 years of experience in Australia, your main responsibilities include:

• Provide technical assistance and troubleshooting support to end-users, resolving hardware and software issues promptly and efficiently.
• Install, configure, and maintain computer systems, peripherals, and software applications for seamless operations.
• Respond to user inquiries via phone, email, or in-person, offering guidance and troubleshooting steps to resolve technical problems.
• Collaborate with the IT team to document and update knowledge base articles, ensuring accurate and up-to-date information for future reference.

For a Desktop Support Analyst, the following qualifications are required:

• Excellent technical knowledge of desktop and laptop hardware, software, and operating systems to provide efficient support and troubleshooting to end users.
• Strong problem-solving abilities to identify and resolve issues related to computer systems, networks, and peripheral devices.
• Good communication skills to communicate effectively with end users, gather information about technical issues, and provide clear instructions and solutions.
• Customer service skills to deliver exceptional support, prioritize user needs, and ensure the highest level of user satisfaction.

The role of a Desktop Support Analyst is crucial in ensuring smooth operations and technical support. For professionals with 0-3 years of experience in Australia, here are four alternative roles to consider:

• IT Help Desk Technician: A position focused on providing technical assistance and troubleshooting to end-users, resolving hardware and software issues.
• Systems Administrator: A role involving the installation, configuration, and maintenance of computer systems and networks, ensuring their optimal performance.
• Network Support Engineer: A position focused on managing and maintaining network infrastructure, troubleshooting connectivity issues, and implementing network security measures.
• IT Service Desk Analyst: A role that involves responding to user inquiries, providing remote assistance, and documenting technical incidents and resolutions.

According to the latest data from Google, the projected growth of the Desktop Support Analyst role in Australia is expected to be positive. Over the past 10 years, there has been an increasing demand for professionals in this field. With the growing reliance on technology, the need for desktop support is likely to continue expanding in the future. This trend indicates that the job role will provide numerous employment opportunities moving forward. In conclusion, the Desktop Support Analyst position in Australia is anticipated to experience steady growth, ensuring a promising career outlook for those interested in this field.