What does a Service Desk Analyst do?
Service desk analysts are information professionals who help users resolve their issues with computer hardware and software. By responding to user inquiries, they assess problems and issues with IT equipment and applications and help provide the most accessible solutions to resolve user issues. They work closely with other IT department personnel and assist with tasks outside the scope of their knowledge and expertise.
Service desk analysts ask questions to determine the full scope of the user’s issue; whenever possible, they directly resolve technical issues as they arrive. If they cannot resolve the issue independently or with the end-user, they escalate a request to a higher-level IT support specialist. They document inquiries and provide supervisors or specialists with notes regarding the problem, steps they have taken, and their diagnosis of the user’s problem. They maintain detailed records of user issues with software and hardware, which helps diagnose and repair more complex cases and provide IT departments with data regarding recurring issues and problems. Service desk analysts need at least an associate's degree in computer science or information systems.
Service Desk Analyst Salaries
Average Base Pay
Service Desk Analyst Career Path
Learn how to become a Service Desk Analyst, what skills and education you need to succeed, and what level of pay to expect at each step on your career path.
Service Desk Analyst Insights
“The staff are great to work and the social aspect of working is second to none.”
“Bad management within the department I worked I experienced inequality and horizontal violence to its fullest.”
“I think the training is nice to have but not professionally accepted standard IT training.”
“It was a good atmosphere where everyone helped one another to give the best support to clients they could.”
“Once they found out I was pregnant they started to schedule me all types of crazy hours and crazy days... I don't know what happened.”
“I've worked for TATA for the past 2 years and I do believe there is some really good opportunities in here.”
“Good luck affording anywhere to live in the DC area on the offered base pay at the bottom end of the pay scale.”
“My manager was pretty engaged and good to work with.”
Service Desk Analyst Interviews
Service Desk Analyst jobs
Frequently asked questions about the role and responsibilities of a service desk analyst
When working as a service desk analyst, the most common skills you will need to perform your job and for career success are Windows Operating Systems, Microsoft Sharepoint, Active Directory, Excellent Customer Service and Citrix XenApp.
- It Consultant
- Information Technology Specialist
- It Support Analyst
- Information Technology Manager
The most common qualifications to become a service desk analyst is a minimum of a Bachelor's Degree and an average of 0 - 1 of experience not including years spent in education and/or training.