What does a Service Desk Specialist 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.

What responsibilities are common for Service Desk Specialist jobs?
  • Provide daily network status reports to the operations team.
  • Create monthly metrics and reporting of service desk tickets.
  • Provide direction on IT support issues, and keep appropriate staff informed of issues or concerns.
  • Receive, manage and help to resolve online, chat and phone initiated technical issues and inquiries.
  • Escalate issues to appropriate teams as necessary.
  • Troubleshoot independently and resolve certain levels of IT support issues.
  • Develop standard operating processes and procedures to promotes consistency.
  • Receive, prioritize, document and actively resolve end user help requests and Incidents.
  • Analyze IT incident reports and service requests to identify trends.
What are the typical qualifications for Service Desk Specialist jobs?
  • Bachelor's Degree in business or computer science.
  • Significant
  • Advanced computer literacy skills.
  • Ability to adapt to a range of operating systems.
  • Productive in a cloud-based environment.
Work/Life Balance
3.5 ★
Salary Range--
Career Opportunity
3.3 ★
Avg. Experience0-1 Year

Service Desk Specialist Salaries

Average Base Pay

₹5,45,179 /yr
Same as national average
Not including cash compensation
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Median: ₹5L
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Glassdoor Estimated Salary

Service Desk Specialist Career Path

Learn how to become a Service Desk Specialist, what skills and education you need to succeed, and what level of pay to expect at each step on your career path.

Service Desk Specialist

Years of Experience Distribution

0 - 1
2 - 4
5 - 7
Not including years spent in education and/or training

Service Desk Specialist Insights

Read what Service Desk Specialist professionals have to say about their job experiences and view top companies for this career.
Service Desk Technician
14 Jan 2021

“Bad management within the department I worked I experienced inequality and horizontal violence to its fullest.”

Ergo GroupErgo Group
Service Desk Analyst
29 Oct 2020

“The staff are great to work and the social aspect of working is second to none.”

Service Desk Lead
21 Mar 2022

“Not very many growth opportunities in Perrigo Mexico ( I can't say the same about Perrigo US).”

Service Desk Technician
7 Feb 2023

“This is one of the best companies I’ve worked for considering it’s still a fairly new one.”

IT Service Desk Analyst
23 Nov 2020

“I think the training is nice to have but not professionally accepted standard IT training.”

BlueRock TechnologiesBlueRock Technologies
Service Desk Analyst
2 Dec 2022

“Not once did I receive any communication that would have let me know that there was an issue.”

Tata Consultancy ServicesTata Consultancy Services
Service Desk Analyst
18 Aug 2021

“I've worked for TATA for the past 2 years and I do believe there is some really good opportunities in here.”

IT Service Desk Analyst
26 Jan 2023

“Great Atmosphere Great Colleagues Great motivation for personal development and internal progress”

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Service Desk Specialist Interviews

Frequently asked questions about the role and responsibilities of a Service Desk Specialist

The most similar professions to Service Desk Specialist are:
  • IT Consultant
  • Service Desk Specialist
  • Information Technology Manager
  • It

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