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.

What responsibilities are common for Service Desk Analyst 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 Analyst 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 Analyst Salaries near United Kingdom

Average Base Pay

£27,694 /yr
Not including cash compensation
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Glassdoor Estimated Salary

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

Years of Experience Distribution

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

Service Desk Analyst Insights

Read what Service Desk Analyst professionals have to say about their job experiences and view top companies for this career.
Bluecube Technology SolutionsBluecube Technology Solutions
Service Desk
6 Sept 2023

“On my side everything is going well and I don't have anything else to say”

The Home DepotThe Home Depot
Service Desk Associate
21 Mar 2023

“Many employees feel overworked and this leads to poor quality of work and a poor attitude.”

Complete NetworkComplete Network
IT Service Desk Analyst
18 May 2023

“Healthy Work Life Balance One of the best Cultures I've personally been in Remote Options are great as well”

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.”

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”

Wedbush Capital
Service Desk
10 Jul 2023

“Culture was terrible and not enjoyable”

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Service Desk Analyst Interviews

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

The most similar professions to Service Desk Analyst are:
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