duties and responsibilities

Some of the tasks on a service desk include: dealing with requests: you respond to incoming requests since you are the first point of contact. Sometimes, you respond to requests through phone calls or electronic communications. asking customer queries: you take detailed notes on the IT issues customers face. If you need clarifications, ensure you ask for more details. The questions should reveal the scope of the problem and help you find the best solutions for the issues. handling support requests: as a service desk analyst, you address minor problems that clients face with their computer hardware or software. That means you guide the client through troubleshooting procedures until they fix the problem. When a user has difficulty resolving the issue, you can troubleshoot their computer hardware or software problems remotely. assisting customers with software upgrades: when clients call about difficulties in upgrading their computer systems, you help them with the update process. Sometimes, that involves explaining the process in simple terms to help them understand the technical terms. escalating complex IT problems: when you cannot resolve an issue, you escalate the problem to other support teams. Following up on the case is vital to avoid delays. Updating the customer throughout the process helps to maintain their level of satisfaction.

As a service desk analyst, you work in technology companies or dedicated customer support organisations to assist clients with IT issues. That means you work a desk job and spend most of the day indoors. Computers and phones surround you in your work settings. Some service desk analysts work from home and provide their services virtually.

who are your colleagues?

Depending on your employer and the industry you work in, your colleagues might include service technicians, IT help desk analysts and IT analysts. You might also be working in close proximity to managers, customer service managers, customer service officers and maintenance technicians, as well as other specialists that could include, but not be limited to, project managers , service managers , data analysts , information systems analysts and IT consultants.

As a service desk analyst, you work full-time work schedules. That means you are likely to work over 40 hours a week. If the company provides 24/7 support, you work 10 to 12-hour shift schedules with some night or early morning shifts. Service desk analysts usually work daytime or evenings and sometimes weekends. In some companies, you work during public holidays. Some employers provide part-time roles or short-term contracts.

A service desk analyst is an entry-level role in information technology professions. You can progress to a senior service desk role or a service manager. You can become a systems administrator or network administrator with additional skills or qualifications. You also have a chance to explore other jobs in the IT sector.

advantages of finding a service desk job through randstad

A service desk analyst is an entry-level role in information technology professions. You can progress to a senior service desk role or a service manager. You can become a systems administrator or network administrator with additional skills or qualifications. You also have a chance to explore other jobs in the IT sector. Finding your service desk job through Randstad provides important advantages such as: a wide variety of training and development opportunities an experienced contact person to provide help if needed a range of opportunities in your area get paid weekly or monthly, depending on the job temporary and permanent contracts Want a permanent contract? A temporary job as a service desk is often a stepping stone to an attractive permanent job. Every year, thousands of people earn a permanent contract with great employers thanks to a temporary job found through Randstad. What's more, many companies recruit their permanent employees through Randstad too.

what is the role of a service desk analyst?

The first contact point between customers and IT service providers is a service desk. Your job is to manage IT incidents or disruptions by providing troubleshooting solutions. Sometimes, you inform clients about planned service changes and advise them on how to upgrade their services. A service desk analyst also prepares incident reports on the issues they deal with during the day and follows up on unresolved problems.

what are the career growth opportunities in the service desk profession?

A service desk analyst is an entry-level IT professional that prepares you for various roles in the IT sector. When you start as a service desk technician, you gain experience and sufficient exposure to become a service desk supervisor. Other service desk analysts also become service desk managers, application support analysts and project coordinators.

is a service desk job difficult?

As a service desk analyst, you spend the day speaking to various clients and resolving hardware or software issues. Handling customers can be challenging since you must keep calm in varied situations. However, possessing skills like multitasking, dealing with different people and organisations helps you navigate the role and makes you a more resilient person.

is a service desk an analyst?

A service desk is an information technology analyst who provides technical support to clients through phone calls. They respond to calls for IT support and handle network issues. You also guide clients in performing technical maintenance and installation procedures.

how do I become a service desk analyst?

While you can work as a service desk analyst without formal education, it is important to have some tertiary education to improve your competitiveness. Complete a bachelor's degree in computer systems or information technology which will help improve your competency in this field.

how do I apply for a service desk analyst vacancy?

Applying for a service desk analyst job is easy: create a Randstad profile and search our service desk analyst job offers . Then simply send us your CV and cover letter. Need help with your application? Check out all our job search tips here.

service desk analyst

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.

find jobs

1

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.

view roles

2

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.

3

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.

duties and responsibilities
Some of the tasks on a service desk include:
- dealing with requests: you respond to incoming requests since you are the first point of contact. Sometimes, you respond to requests through phone calls or electronic communications.
- asking customer queries: you take detailed notes on the IT issues customers face. If you need clarifications, ensure you ask for more details. The questions should reveal the scope of the problem and help you find the best solutions for the issues.
- handling support requests: as a service desk analyst, you address minor problems that clients face with their computer hardware or software. That means you guide the client through troubleshooting procedures until they fix the problem. When a user has difficulty resolving the issue, you can troubleshoot their computer hardware or software problems remotely.
- assisting customers with software upgrades: when clients call about difficulties in upgrading their computer systems, you help them with the update process. Sometimes, that involves explaining the process in simple terms to help them understand the technical terms.
- escalating complex IT problems: when you cannot resolve an issue, you escalate the problem to other support teams. Following up on the case is vital to avoid delays. Updating the customer throughout the process helps to maintain their level of satisfaction.
work environment

As a service desk analyst, you work in technology companies or dedicated customer support organisations to assist clients with IT issues. That means you work a desk job and spend most of the day indoors. Computers and phones surround you in your work settings. Some service desk analysts work from home and provide their services virtually.
who are your colleagues?

Depending on your employer and the industry you work in, your colleagues might include service technicians, IT help desk analysts and IT analysts. You might also be working in close proximity to managers, customer service managers, customer service officers and maintenance technicians, as well as other specialists that could include, but not be limited to, project managers, service managers, data analysts, information systems analysts and IT consultants.
work schedule

As a service desk analyst, you work full-time work schedules. That means you are likely to work over 40 hours a week. If the company provides 24/7 support, you work 10 to 12-hour shift schedules with some night or early morning shifts. Service desk analysts usually work daytime or evenings and sometimes weekends. In some companies, you work during public holidays. Some employers provide part-time roles or short-term contracts.
job outlook

A service desk analyst is an entry-level role in information technology professions. You can progress to a senior service desk role or a service manager. You can become a systems administrator or network administrator with additional skills or qualifications. You also have a chance to explore other jobs in the IT sector.
advantages of finding a service desk job through randstad
A service desk analyst is an entry-level role in information technology professions. You can progress to a senior service desk role or a service manager. You can become a systems administrator or network administrator with additional skills or qualifications. You also have a chance to explore other jobs in the IT sector.

Finding your service desk job through Randstad provides important advantages such as:
- a wide variety of training and development opportunities
- an experienced contact person to provide help if needed
- a range of opportunities in your area
- get paid weekly or monthly, depending on the job
- temporary and permanent contracts
Want a permanent contract? A temporary job as a service desk is often a stepping stone to an attractive permanent job. Every year, thousands of people earn a permanent contract with great employers thanks to a temporary job found through Randstad. What's more, many companies recruit their permanent employees through Randstad too.

4

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.

5

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.

what is the role of a service desk analyst?

The first contact point between customers and IT service providers is a service desk. Your job is to manage IT incidents or disruptions by providing troubleshooting solutions. Sometimes, you inform clients about planned service changes and advise them on how to upgrade their services. A service desk analyst also prepares incident reports on the issues they deal with during the day and follows up on unresolved problems.
what are the career growth opportunities in the service desk profession?

A service desk analyst is an entry-level IT professional that prepares you for various roles in the IT sector. When you start as a service desk technician, you gain experience and sufficient exposure to become a service desk supervisor. Other service desk analysts also become service desk managers, application support analysts and project coordinators.
is a service desk job difficult?

As a service desk analyst, you spend the day speaking to various clients and resolving hardware or software issues. Handling customers can be challenging since you must keep calm in varied situations. However, possessing skills like multitasking, dealing with different people and organisations helps you navigate the role and makes you a more resilient person.
is a service desk an analyst?

A service desk is an information technology analyst who provides technical support to clients through phone calls. They respond to calls for IT support and handle network issues. You also guide clients in performing technical maintenance and installation procedures.
how do I become a service desk analyst?

While you can work as a service desk analyst without formal education, it is important to have some tertiary education to improve your competitiveness. Complete a bachelor's degree in computer systems or information technology which will help improve your competency in this field.
how do I apply for a service desk analyst vacancy?

Applying for a service desk analyst job is easy: create a Randstad profile and search our service desk analyst job offers. Then simply send us your CV and cover letter. Need help with your application? Check out all our job search tips here.

service desk analyst.