How would you like to be the one person the entire staff relies on to ensure computer problems don’t derail their productivity? The superhero who coworkers call on in their most desperate hour? It’s a bird. It’s a plane. It’s the desktop support analyst!
The desktop support analyst swoops in to provide employees the help they need with all their computing devices — from laptops to tablets to smartphones. The term “desktop” is simply a holdover from another era.
Here’s a look at the typical workday for a desktop support analyst.
Many people associate in-person assistance with desktop support analysts. Today, however, these IT pros are more likely to provide remote help.
Technologies such as screen sharing, remote control applications and live chat have made it much easier for desktop support analysts to provide high-quality support without leaving their desks. Most cases can be resolved through online chat, email or phone calls, or through messages sent via a ticketing system.
As the number of devices without serviceable parts, such as tablets and mini notebooks, grows in the workplace, the desktop support analyst will spend less time on hardware repairs
A desktop support analyst may spend a portion of his or her typical workday repairing malfunctioning systems. Repairs may be as simple as wiping a system clean and installing a fresh operating system.
More challenging problems may require diagnosing and correcting hardware, networking or software issues.
As the number of devices without serviceable parts, such as tablets and mini notebooks, grows in the workplace, the desktop support analyst will spend less time on hardware repairs. Even for devices that can be repaired, it may be easier and less expensive to wipe a machine back to a preconfigured system image, or send the device out for service instead of trying to fix it in-house.
The desktop support analyst also provisions new computers, tablets and other company-issued IT resources. Based on a user’s job requirements, the desktop support analyst will select the appropriate hardware and software configurations and install them. And during a companywide system upgrade or refresh, these technology professionals are often called on to perform the majority of the work.
The above is just a quick overview of the complex — and vital role — a desktop support analyst superhero plays in helping to support users and the business.
This post has been updated to reflect more current information.