Importance of Service Desk Analyst

An important task facing IT managers is the task of properly organizing IT professionals involved in supporting the services provided.

Depending on the tasks being solved and the level of competence, IT specialists can be divided into several support lines.

On the first line of support is Service Desk, a specialized group that, as ITIL® correctly notes, is the point of contact between users of IT services and IT specialists as support for the work of these services. service desk analyst , unlike other IT specialists, are focused / sharpened precisely on communication with ordinary users and are designed to solve simple (by the level of technical competence) user requests, as well as respond to messages of monitoring systems accessible to their understanding.

On the second line of support are IT specialists with more technical competency than Service Desk. They are geared for working with IT infrastructure and are not very geared for working with users. Since second-line specialists require deeper knowledge of complex and diverse IT technologies, it is most convenient to divide them into several specialized support groups for optimal call processing, each of which is responsible for the work of a specific area of ​​IT infrastructure (IT system, one or a specific set of IT services )

On the third line of support are specialists of the highest qualification ("last line of defense" - the last line of defense). Examples of the third line of support include IT system developers, internal Competence Centers and external suppliers.