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.
Education--
Work/Life Balance
3.5 ★
Salary Range--
Career Opportunity
3.3 ★
Avg. Experience0-1 Year

Service Desk Analyst Salaries

Average Base Pay

£23,199 /yr
Same as national average
Not including cash compensation
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£17K
Median: £23K
£32K
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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.

Average Years of Experience

0 - 1
47%
2 - 4
31%
5 - 7
1%
8+
21%
Not including years spent in education and/or training
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Service Desk Analyst Insights

Read what Service Desk Analyst professionals have to say about their job experiences and view top companies for this career.
NorthwestelNorthwestel
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.”

PerrigoPerrigo
Service Desk Lead
21 Mar 2022

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

ComputacenterComputacenter
IT Service Desk Analyst
23 Nov 2020

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

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.”

Acora IT Managed ServicesAcora IT Managed Services
Service Desk Analyst
14 Mar 2022

“Too much focus on stats but not looking at underlying issues such as sitting with team or going to visit clients to work better.”

NtivaNtiva
Service Desk Technician
24 Jun 2021

“Good luck affording anywhere to live in the DC area on the offered base pay at the bottom end of the pay scale.”

Link Solutions, Inc.Link Solutions, Inc.
IT Service Desk Analyst
12 Aug 2020

“My manager was pretty engaged and good to work with.”

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Service Desk Analyst Interviews

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

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  • Information Technology Manager
  • It

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Service Desk Analyst jobs