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.

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average 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.

man typing on laptop
man typing on laptop

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.


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.
service desks analyst man
service desks analyst man


Here are the most asked questions about working as a service desk analyst.

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