Service Desk Analysts provide support relating to common incidents, and they serve as a single point of contact for any system-related issue.
Overall it’s all about the help providing to the customer (internal or external) is one top priority of a Service Desk Analyst.

Organizations regularly invest in providing superior service desk support. To this end, FieldEngineer.com provides a robust platform that can help organizations achieve their goals relating to telecommunications and related services.

Analysts respond to inquiries, and they evaluate and resolve issues relating to IT equipment and applications. They provide technical care for any aspect of the information systems unit, including system hardware, operating systems, applications, and networks

More info @ Service Desk Analyst job profile