The Desktop Support Analyst is a second-tier technical support role for incidents and requests that focuses primarily with hardware setups and software installations, as well as moderate to high complexity hardware/software troubleshooting issues escalated from first-tier technical support. Problems beyond the scope of their ability or responsibility are resolved by engaging other IT service resources.
Responsible for software-specific design and realization, as well as testing, deployment and release management, or technical and functional application management of client-specific package based solutions (e.G. Sap, oracle). These roles also require functional and methodological capabilities in testing and training.