what is a service desk analyst
As a service desk analyst, you are the primary point of contact with customers since you provide the first level of support. You handle incoming help requests and queries via email or phone. Service desk analysts use request fulfilment and incident management processes to respond to customer needs. They quickly assess every situation and determine the best course of action. Some scenarios a service desk analyst deals with include providing general information about the company's services or products. They also schedule appointments with specialists to help customers resolve complex issues.
what does a service desk analyst do?
Most service desk analyst roles are grouped into different processes. The user query or issue handling captures and validates the problem, triaging for further processing. The second process is communicating with users through appropriate channels. The two-part process ensures service improvement through analysis, reviews and reports.
Traditionally, service desk analyst roles are organised in tiers that support the escalation of issues as necessary. Therefore, service desk analysts are available in tiers 1, 2, 3 and beyond to provide a coordinated response to customer queries. Given the complexity of the responsibilities, the role of a service desk analyst requires an aptitude for problem-solving and attentiveness to details.
Would working as a service desk analyst suit your technical skills and problem-solving aptitude? Then read on to find out what competencies and qualifications you need to thrive in a service desk analyst role.
view jobsaverage salary of a service desk analyst
According to ONS, a service desk analyst earns an average salary of £25,203 per year. Your compensation package starts at £22,503 annually when you work in entry-level positions. However, experienced service desk analysts take home a salary of £34,996 per year.
what factors affect the salary of a service desk analyst?
The compensation package of a service desk analyst is determined by the company size, job location, education and experience. Higher salaries are often tied to better credentials and experience levels. When you have worked as a service desk analyst for many years, it is easier to negotiate higher pay. Where you live also impacts the amount you make in the role. Large cities offer higher salaries due to higher demand and cost of living. IT companies in London, for instance, pay more to reflect the cost of living. Large companies also have the resources to pay more compared to smaller companies.
types of service desk analysts
Some types of service desk analysts include:
- tier 1 or entry-level: a tier 1 service desk analyst serves as the first port of call for customers calling for support, help or answers to computer-related questions.
- tier 2: tier 2 analysts handle more complex issues that often involve networking or hard-to-classify hardware malfunctions.
- tier 3 analysts: as a tier 3 service desk analyst, you are the central contact person for service requests. You monitor service request channels and provide first-line recommendations.
- tier 4: tier 4 service desk analysts function as managers or supervising analysts. They assist lower tiers in developing evaluations and providing technical briefings.
- tier 5: tier 5 analysts provide day-to-day management functions, including resource planning, setting policy standards and establishing service procedures.
- tier 6: tier 6 analysts are the department heads responsible for service levels, standards and leadership. You guide remote analysts and in-house personnel and handle legal, regulatory or compliance issues.
working as a service desk analyst
Working as a service desk analyst entails helping people resolve problems and providing technical support. Here are a service desk analyst's specific duties, work schedules and career outlooks.
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service desk analyst job description
As a service desk analyst, you handle various duties, including dealing with customers, IT companies and other professionals. Your duties include:
- handling incoming requests: your responsibilities include being your company's first point of contact for service requests via phone or electronic communications. You take detailed notes and ask questions if you don't understand the problem. Questions can also reveal the full scope of the problem. You prepare a plan to resolve the issue with simple, user-friendly steps.
- communicating with customers: simple communications form the bulk of your job, so you should focus on providing professional and helpful service. You record the support request, get further information and forward the details to the appropriate channels. It's your job to route support requests to the proper department or specialist if you can't resolve the problem yourself.
- handling simple support requests: many customers have similar IT problems, and your training and experience help you solve the issue directly. You might take control of the customer's computer if the solution is highly technical or difficult for less experienced users to handle. Otherwise, you explain to the customer how to fix the problem.
- finding solutions for complex support problems: you are responsible for finding a qualified professional to handle cases you don't understand or have the experience to resolve. You can access a network of IT professionals, including other company employees in different departments and associated service technicians, supervisors and specialists.
- maintaining complete records of your work: as a service desk analyst and company professional, you keep detailed records of problems and any solutions you offer. This information often becomes vital for resolving failed cases or establishing warranty dates. You also create documents that cover new issues encountered and their solutions for other team members. Maintaining accurate records reveals the customer's history of calling the service desk with software or hardware issues. The records make it possible to provide proactive solutions to prevent future problems.
- testing and updating systems: after providing a solution to a customer's problems, you usually perform a system test or have the customer do so. This helps spot related issues and troubleshoot any glitches resulting from the repair. Many customers call for help with software and peripherals updates. Your job often involves updating software or guiding a customer through the update process, then performing a system test or instructing the customer on how to do so.
- identifying trends and patterns: part of the job consists of identifying trends and patterns that might arise in future. You can recommend steps to prevent problems from occurring, such as preparing a software patch or communicating with customers about a type of problem.
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work environment
Most service desk technicians work indoors, usually in climate-controlled offices or home environments. You might work in various locations based on your company's or industry's needs. Your work occasionally consists of installing, upgrading and patching software. Typically, you respond to phone calls, emails and employee problems in a comfortable office setting. Since service desk analysts accomplish most of their tasks through phone calls or a computer, they can work remotely or from home.
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who are your colleagues?
As a service desk analyst, your colleagues include IT help desk analysts, maintenance technicians, service technicians, and IT analysts. You may also work alongside support specialists and IT consultants, as well as other specialists like 1st line support engineers, systems engineer, service managers, and information systems analysts.
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work schedule
Service desk analysts are usually full-time employees, working for 40 hours a week. A service desk analyst works according to the schedule of the IT department. The schedule starts as early as 5 am and operates as late as 8 pm, Monday to Friday, along with hours on Saturday and Sunday from 6 am until 5 pm. It is important to be flexible in your scheduling to accommodate the service needs of customers and IT personnel from other companies. If you are a service desk analyst at a lower tier, you are more likely to work earlier or later and during weekends.
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job outlook
As a service desk analyst, you start in entry-level positions before advancing to other roles as you improve your knowledge and experience. For instance, service desk analysts can progress to a senior service desk analyst position before becoming a service desk manager. With additional technical skills, it is easier to move to other roles like systems administrator or network administrator.
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advantages of finding a service desk analyst job through randstad
Finding your service desk analyst 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 analyst 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!
education and skills
Some of the educational qualifications of a service desk analyst include:
- education and training: there are no specific education requirements for becoming a service desk analyst. However, it helps to have a degree in computer science, information technology or another related field. Most companies provide on-the-job training on their products and troubleshooting procedures.
- work experience: you don't need extensive work experience to start as a service desk analyst, but prior work experience in customer service improves your job prospects.
skills and competencies
Service desk analysts require the following qualities:
- communication: since you communicate with customers via email or phone, exceptional communication skills are crucial for your role to help you explain technical concepts clearly and resolve customer issues.
- attention to detail: being detail-oriented is an essential skill for service desk analysts. It helps you notice small computer software changes and identify the problem's source. When you are attentive to details, you can resolve issues efficiently.
- computer knowledge: service desk analysts need technical computer knowledge to troubleshoot issues.
FAQs
Here are the most asked questions about working as a service desk analyst.
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what does a service desk analyst do?
Service desk analysts provide technical support to customers and employees. In some companies, you handle technology duties such as software installation, troubleshooting and maintaining computer health. You respond to phone calls, emails, live chats and other communications. Usually, you are the first contact customers make when seeking support for software and hardware issues. Want to learn more about working as a service desk analyst? Then check out this article.
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what are the responsibilities of a service desk analyst?
Service desk analysts handle customer complaints, information queries, technical support and customer service. Want to learn more about working as a service desk analyst? Then check out this article.
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what are the requirements for a help desk analyst?
A help desk analyst is just a more customer-friendly term for a service desk analyst. The job involves solving technical problems, helping customers update software and connecting customers with specialists. Generally, three levels of support offer varying levels of professional expertise. Want to learn more about working as a service desk analyst? Then check out this article.
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is a service desk analyst an it job?
A service desk analyst liaises between customers or staff and technical support services. You respond to IT support requests to resolve hardware and software issues. You also perform technical maintenance services for customers or internal staff. Want to learn more about working as a service desk analyst? Then check out this article.
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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!
