what is a service desk analyst

 For IT organizations of all sizes, the service desk represents one of the most important core activities, requiring daily management. If you are looking to implement a helpdesk for the first time, the process can seem intimidating, especially if the goal is to follow ITIL® best practice recommendations from the beginning.

Service desks play a key role in ensuring the availability of all the services that the IT organization provides and supports. While a well-implemented service desk can drive efficiency across the organization, a poorly executed one can really hurt the business. Organizations striving to improve and mature service management often begin by establishing customer service that embraces ITIL standards.

ITIL not only offers the best practices for incident management and request fulfillment, two of the main functions of the service desk, but also describes how organizations should assign and share the responsibilities of operating the service desk to ensure optimal efficiency, responsibility and exceptional service

In this blog we will take a more in-depth look at the roles and responsibilities associated with managing and operating an IT service within your organization what is a service desk analyst.

Service Desk within the framework of ITIL

New insiders in the IT world often ask about the differences between ITIL and the service desk, but did you know that the service desk is actually part of ITIL 2011 and will probably remain an integral part of ITIL in version v4? scheduled for 2019? The ITIL framework offers IT organizations a comprehensive path to implement customer service and implement and enforce ITIL help desk responsibilities within the organization.

ITIL 2011 identifies 26 processes and four functions that conform to the five stages of the service life cycle: service strategy, service design, service transition, service operation, and continuous service improvement.

In the next section, we review the three main functions of the ITIL service desk and the associated responsibilities.