Service Desk Analyst
Logs, classifies and resolves tickets, keeps knowledge current, and passes on what they cannot fix with what they have found.
Why it matters
The first person to touch a ticket decides how fast it is fixed and how the caller feels about it.
- Closest equivalent
- ITIL service desk analyst
Draws on
In the resource library
Ready-to-use resources in the DelPulse workspace (sign in to open them):
- Service Desk Analyst self-assessment · Self-assessments
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- How to run it
- Rules
- In the DelPulse workspace
- If you use Jira or Azure DevOps
- Self-assessment and coaching