What Does A Service Desk Analyst Do

Service Desk Analyst: Information clerks perform routine duties, such as keeping records, collecting data, and providing information to clients.


  • Information clerks usually do the following:
  • Prepare routine reports, claims, accounts or orders
  • Collect and store customer, staff and public data
  • Preserve and maintain paper or electronic records

Information clerks perform routine office duties in an organization, firm, or government. They use phones, computers and other office equipment such as scanners and fax machines.

Service Desk Analyst responds to the public or clients. They prepare standards for responses to goods, damage, overdue accounts, incorrect billings, or unsatisfactory service complaints. They can also read the organization’s records and enter reply letters so their supervisors can sign them.

Clerks organize and keep court records. They prepare the business calendar, also known as the file, and inform lawyers and witnesses of court appearances. Clerks also receive court documents, data, and archive them.

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Eligible interviewers conduct face-to-face and telephone interviews to determine whether applicants meet the eligibility requirements for government assistance and benefits. They answer candidates’ questions about the programs and can refer them to other agencies for help.

Archivists keep electronic or paper records. They capture and retrieve data, organize records, and file documents in organizations with electronic filing systems, archive evidence files, and download documents.

Employees at hotels, motels, and resorts, also known as reception staff, provide customer service at reception. They record the entrances and exits, allocate rooms, and process payments. They also keep records of the profession; take, confirm, or change room bookings; and provide information on hotel policies and services. Moreover, the desk support staff reply’s phone calls, take and distribute messages to customers, and handle customer inquiries and complaints. For example, when clients report problems in their room, employees associate them with maintenance staff to solve the problem.

Staff Assistants provide administrative support to human resource managers. They keep records of employees, including their addresses, work history, and performance evaluations. They can post information on posts and compile candidates’ curriculum vitae for review.

Interviewees conduct telephone, in-person, post, or online interviews. They use this information to fill in forms, applications, or questionnaires for market surveys, census forms, and medical histories. Interviewees usually follow defined procedures to obtain exact data.

They decide whether applicants are eligible for individual licenses, or if additional documentation is required. They also keep records of applications received and permits issued.

Municipal clerks provide administrative support to city or city governments by maintaining government records. They record, maintain and circulate minutes of city and city council meetings to local officers and staff and assist in preparing for the election. They can also respond to requests for information from local, state and federal officials and the public.

Order Clerks receive customer orders and payments.

For example, they can enter customer information, such as addresses and payment methods, into the prescribed entry system. They also answer questions about pricing and shipping.

They sell and issue tickets and answer questions on tours, fares, and package tours. Ticket agents working at airports and railways check cases and provide customized passenger passes.

Service Desk Analyst
Service Desk Analyst

How to Become a Service Center Analyst

Information officers usually have to have a high school diploma and acquire their professional skills. Depending on their occupation, employers may prefer to hire applicants with a college education or university degree.


Candidates usually require a high school diploma for most positions. However, employers may prefer to employ applicants with a university education or associates. It is especially true for interview talks, staff assistants, and municipal employees. Social science courses, as well as word processing and spreadsheets, are beneficial.


Most information clerks receive short-term training, usually a few weeks. The discipline typically covers office procedures and the use of computer applications. Those employed by the government receive training that can take several months and contain information on various government programs and regulations.


Some information clerks have access to other administrative positions with more responsibilities, such as supervisors or office managers. With a completed bachelor’s degree, staffing assistants can be human resource specialists.

Important features

Communication skills. Information officers must be able to clarify policies to clients and the public.

Integrity. Information officers, in particular, assistants, have access to confidential information. You should be trusted to comply with the applicable confidentiality and privacy provisions regarding the distribution of this information.

Interpersonal skills. Information officers who work with the public and customers must effectively understand and communicate information to build positive relationships.

Organizational capacity. Information officers must be able to retrieve files and other important information quickly and efficiently.

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