Providing vital customer service in the IT industry is the IT support analyst. This person provides first-line helpdesk support to customers requiring assistance with hardware and software problems. He or she primarily responds to phone calls and emails from users experiencing computer problems and investigates and resolves the issues.
This individual is expected to follow all service management principles while maintaining high quality customer service. He or she is asked to take ownership of customers’ problems and deal with the issues proactively. Tasks may include recording calls on the logging system, responding to enquiries and helping clients resolve any computer-related problems. More complicated problems can be allocated to an external technical support team when issues cannot be addressed in-house.
Required for this position are previous helpdesk or telephone support experience and a strong understanding of Microsoft-based operating systems. Excellent telephone manners are a must, along with strong communication skills and resourcefulness. Many employers require secondary school GCSE or higher qualifications, while others accept an MCP certification. The average salary for this position is around £18,000.