Service Desk Analyst: Jobs, Courses, Salaries, and Career Paths

Service desk analysts are an integral part of any organisation that uses or offers technology functions to its customers. Working in this role means you’re responsible for resolving staff and customer technological questions that need technical support. Typically, you’ll also troubleshoot network, hardware, and software problems. 

Service desk analysts have good career prospects, with opportunities to work up from an entry-level position to more advanced, senior positions with the right experience, education, and skill development. Discover what a service desk analyst does, the skills you'll need in the role, and ways to make a start in this career.

What does a service desk analyst do daily?

Service desk analysts work closely with the IT department and communicate with the end-user, whether staff within an organisation or external customers. As a technology expert, you will work with users to troubleshoot their technical issues relating to software, hardware, networks, and operating systems. You’ll communicate with users through a range of channels, from email to phone and online chats, and support users or signpost them to a more relevant department.

Duties and responsibilities of a service desk analyst

The duties and responsibilities you will perform as a service desk analyst depend on a number of factors, including where you work, who your users are, and the level you work at. In general, day-to-day duties and responsibilities include the following:

• Managing, prioritising, and documenting incoming questions and service desk tickets 

• Resolving technical issues quickly and efficiently 

• Installing and configuring software and meeting end-user needs

• Escalating any serious problems to relevant departments and teams

• Ensuring software licenses are updated and comply with relevant regulations

• Performing system updates, tests, and maintenance to avoid service interruptions 

• Analysing IT incident reports and questions to identify any trends to make recommendations for changes and to prevent future problems

• Producing user manuals and guidance for end-users 

Requirements to become a service desk analyst

Service desk analyst jobs typically require a bachelor’s degree, especially for more senior-level roles. Although you can study nearly any subject, it can help to have a degree in a relevant subject such as computer science or an IT subject. Experience is also important if you want to work your way up to more senior levels. 

Service desk analyst degrees

A degree in a relevant field may help you become a service desk analyst. You can consider a Bachelor of Science (three years) or Bachelor of Technology (four years) degree in the following disciplines:

• Information technology: An IT degree typically covers topics such as coding, network design, and ethical hacking. 

• Computer science: A bachelor’s degree in computer science generally focuses on the theoretical and mathematical grounding of computing, programming, algorithms, and data structures.

Experience and skills for service desk analysts

Skills and experience are important criteria when you’re looking to become a service desk analyst. Technical roles such as this one demand an understanding of and practical skills relating to IT and computer systems, as well as some transferable workplace skills.

Technical skills:

• Technical and system expertise (networking, operating systems, etc.)

• Experience with IT service management and ticketing software

Understanding of IT security practices

• Troubleshooting abilities

• Hardware and software knowledge

Workplace skills:

• Problem-solving 

• Communication

• Time management

• Teamwork and collaboration 

Typical career paths to becoming a service desk analyst

Different roles will ask for various levels of education, certifications, and experience, but generally, starting as a service desk analyst in an entry-level position is the starting point, with a clear path for advancement. This position is a great way of getting into an IT department and may offer opportunities to advance with the proper education and experience.

Companies typically organise technical support into levels. Level one is an entry-level position and involves troubleshooting simple questions and escalating anything more advanced to level two in the case of a service desk analyst. After level two support, you may progress to level three and sometimes higher. 

Levels four and five tend to be management levels, and level six will be the head of a department. These levels vary according to the size and function of a company, but having levels means it’s possible to advance in your career and move to other companies, with a clear distinction of the level you’re working at. 

Moving up levels typically requires more experience and possible certifications specified by your employer or even advanced education. Pursuing certifications can often help you advance more quickly. 

Certifications and certificates for service desk analysts

You have the choice of acquiring many relevant service desk certifications or certificates to help boost your career or get you into your first role. Some employers will suggest specific courses, so consider the following ideas:

Service desk analyst certifications

• System and Networking Specialist: A nine-week certification to demonstrate skills in network technology, system administration, and internet security 

• HDI Support Center Analyst (SCA): A two-day course verifying the skills of front-line technical support professionals

• HDI Support Center Manager (HDI-SCM): For support centre managers to verify the technical management skills of a support organisation 

Service desk analyst certificates

Google has two Professional Certificates designed to help beginners learn more about IT and gain the necessary skills to enter a related profession, like service desk analyst.

The Google IT Support Professional Certificate is a beginner-level certificate that can take about six months to complete. It provides the knowledge to be successful in an entry-level IT role and to provide customer support. 

In the Google IT Support Professional Certificate program, I learned skills to assist customers with end-to-end support, ranging from identifying problems to troubleshooting and debugging.

— Janelle H.

The Google IT Automation with Python Professional Certificate, on the other hand, is an eight-month course teaching skills such as Python, Git, and IT automation to support career growth.

Salaries and job titles: Service desk analysts

Service desk analysts can have various titles. These are typically the same position, just with a different name:

• Service desk analyst

• Help desk analyst

• IT support analyst

• Help desk technician

• Service desk technician

Salaries for service desk analysts will depend on a few factors, including the level of role you're applying for (entry-level versus senior), the amount of experience you have, where you live, and the type of company hiring. October 2024 data from AmbitionBox reveals that the average annual salary in India for this role is ₹4,40,000 [1].

Ready to start a service desk analyst career?

Service desk analyst is a technical role with a customer service focus, and with experience and the right skills, you can progress to senior-level roles. If you’re ready to start your career as a service desk analyst and you already have a relevant degree, a certification such as the Google IT Support Professional Certificate will verify your skills and boost your resume. If you don’t have a degree, take some time and do some research to find a programme that suits you.