what is a service desk analyst?

As a service desk analyst, you are an IT professional with in-depth knowledge of troubleshooting procedures and computer hardware or software issues. Your job is to help users resolve the problems they have with their computers. You respond to user inquiries through phone calls or live chat and assess their concerns with the IT equipment or software applications. You provide accessible solutions to resolve user issues. You also work closely with other IT department personnel and assist with tasks associated with troubleshooting.

When helping a client, you ask questions to determine the full scope of the user's issue. You directly resolve the technical issues if the problem is minor and requires simple troubleshooting procedures. You explain the process for resolving various issues and escalate complex problems to higher-level support analysts. You also generate reports for every inquiry you handle and provide details on the client's issues and the solutions you provide. Keeping a record of the previous diagnoses helps your team have a catalogue of troubleshooting procedures for future use.

You work in diverse industries as a service desk analyst to support clients. For instance, in technology companies that deal with applications or computers, you assist customers in handling problems and performing upgrades.

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average salary of a service desk analyst

IT helpdesk/support technicians usually earn between $45,000 to $90,000 annually whilst IT helpdesk/support team leaders usually earn between $80,000 to $120,000 annually depending on their experience levels.

what factors increase the salary of a service desk analyst?

Most employers pay hourly rates to service desk analysts. Hence, working overtime hours like evenings or weekends increases your hourly rates. The remuneration package also depends on your expertise. You perform minor tasks as a trainee or entry-level service desk analyst. However, your earnings increase as you improve your skills and gain more years of experience. Your qualifications also influence your salary expectations. If you have tertiary qualifications, your earnings are higher compared to other service desk analysts.

The company you work for also influences your remuneration. For instance, working for a large company involves dealing with multiple clients daily. Besides, the complexity of the tasks can improve your earning potential.

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types of service desk analysts

Some of the types of service desk roles include:

  • centralised service desks: as a service desk analyst, you can handle query resolutions from a central point. You keep all the tasks centralised and ensure query resolution from a single point of contact.
  • local service desks: as a service desk analyst, you sometimes work at a local service desk. This is a central location for customer support near the company's premises. You usually cater to issues within the company's area.
  • virtual service desks: as a virtual service desk analyst, you provide IT support through the internet. That means you serve clients from different locations.

working as a service desk analyst

Working as a service desk analyst mainly involves resolving various IT problems on behalf of your clients. Let's explore other duties, work environments and job prospects for a service desk analyst.

male and female having a conversation
male and female having a conversation

education and skills

There are no specific requirements to become a service desk analyst. However, you usually need at least one of the following:

  • a certificate, diploma or degree in IT support or other computing-related subjects such as information systems
  • a strong interest in computers and familiarity with their technical aspects
  • hands-on training through an internship. 

You can also learn through online courses and tutorials, and work on your own projects.

  • work experience: to become a service desk analyst, you require experience in the IT industry. You can gain experience through internships and work placements. It would help if you also considered enhancing your credentials and certification.

skills and competencies

You require the following service desk qualities to excel in your role:

  • patience: as a service desk analyst, patience is a must-have quality. Customers reaching out for help are sometimes frustrated or confused, and you should be patient to provide the best service. When you are patient, you take time to figure out customers' problems and provide the best support.
  • empathy: you should put yourself in the caller's position to understand their frustrations and the issues they face. You can provide the best service when you understand a customer's problem. If the issue is your company's fault, offer an apology and provide prompt solutions.
  • active listening: you should be a good listener since most customers want someone who can listen to them. Aside from listening intently, you require good communication skills to explain solutions step by step. Some hardware or software problems require technical knowledge, and you should be able to explain the concepts in simple terms.
  • interpersonal skills: service desk analysts require interpersonal skills to work well with other employees and relate well with customers. Sometimes, you don't know how to resolve an issue and need to escalate it to your colleagues for the client to receive adequate help.

FAQs about working as a service desk analyst

Here, you will find the answers to the most frequently asked questions about the service desk analyst profession.

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