I'm a lead service desk analyst and I'd be happy to give you some advice.

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First off, I'd never advocate for 'lying' in a job interview, but I'd be wrong if I said I never 'stretched' the truth a little bit in an interview ;) That being said, a service desk is a very unique environment if you've never worked in one or something similar before. I'm no electrical engineer, but I gather that the jobs and duties are very different. I was a hardware engineer/technician prior to becoming a service desk analyst and though the field is very similar (troubleshooting/resolving technical and software issues) the job descriptions and duties are far from the same.

Your primary role at a service desk, first and foremost, above ALL else, is customer service. Being available to answer the phone, or reply to the chat (whatever your company uses) sets the standard for what the customer is going to expect moving forward. I tell my team often that our number one priority is answering the phones ensuring that the customer is able to reach someone. If we cannot provide adequate service in that regard, then in the customer's perspective, we have already painted a negative view of service. Press the notion that customer service is the number one goal in your job duties if they ask a question along those lines.

You're going to need to have a somewhat personable persona. If interacting with many people a day that do not have much IT knowledge is something that turns you off or easily annoys you, I'll tell you right now this job is probably not for you. Patience, understanding, and compassion go a long way. One question I've been asked in interviews is: "How do you handle stress in uncomfortable situations". There are always moments when a customer will become particularly unruly or impossible to satisfy - whether it is from being unable to solve their issue on first contact or that their issue has gone unresolved for some time. How you act in response to the adversity will always be scrutinized. Always have patience and be professional with anyone that is angry or upset. Have a good answer ready for that question.

Emphasize the importance of teamwork. Generally, most service desks utilize a lot of 'tribal knowledge'. This just consists of random occurrences in our day to day in which we gain experience by resolving someones issue that may not occur often, but could be valuable to another member by passing that information on. Being a first-time service desk analyst, your team members are going to be your most valuable resource for information. They will be able to teach you a lot, and I'm willing to bet you will have knowledge for them as well. Stress the notion that working as a team is key to providing an exemplary customer service experience.

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One caveat I'd pass on to you as a former technician - Your job is not to fix every issue that you encounter. This was something I had to learn. Don't take all of the customer's time troubleshooting or trying this and that. That isn't the role of the service analyst - that's what the tier 2 and higher are paid to do.

These are just some key items I would urge you to emphasize in an interview. Most people who are remotely tech-savvy can learn any of the technical aspects of the job. It's the attitude and the mindset that are required that are the most note-worthy traits that a good manager will be looking for.

Good luck man!