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Service Desk Analyst

Provide IT expertise and support to networks of users.

What's it like to be a Service Desk Analyst?

Service Desk Analysts are information technology (IT) professionals who provide technical support to users. They respond to incoming requests for IT support and resolve network, hardware and software issues with computers. They also perform technical maintenance and software installations and updates.

Service Desk Analyst

Tasks and duties

  • Responding to IT support requests over the phone, via email and in person.
  • Downloading, installing and configuring software to meet user requirements.
  • Ensuring correct use of applications, networks and equipment.
  • Testing and updating existing software.
  • Escalating advanced IT support cases.
  • Maintaining IT documentation including network and user details.
  • Documenting records of actions taken.
  • Fixing hardware issues including replacing equipment and peripherals such as computers, terminals and routers.
  • Ensuring computer network’s optimal performance.
  • Working in a call centre (where applicable).
  • Analysing issues and determining correct software or hardware solution.
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Service Desk Analysts have strong customer service skills and use an expert understanding of computer networking principals to troubleshoot issues. They work in the IT department of organisations in a broad range of industries.

What can I earn as a Service Desk Analyst?

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Latest Service Desk Analyst jobs on SEEK

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Source: Full time annual package based on job ad data.

How to become a Service Desk Analyst


SEEK Learning
You can work as a Service Desk Analyst without formal qualifications; however, employers may prefer candidates with IT qualifications.

  1. Complete a degree in computer systems, computer science, or information technology. This is usually a three-year full-time course. Entry requirements consist of high school year 12 or higher, with prerequisite subjects including maths and English.
  2. Aim to secure an internship or placement while studying. This will provide you with valuable work experience.
  3. Join the Australian Computer Society (ACS) while studying.
  4. Upon graduation, attain your ACS certification and undergo ongoing CPD.

Explore related qualifications

SEEK users who have worked as a Service Desk Analyst have studied these qualifications.

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Bachelor of Information Technology

This degree gives you a grounding in a range of information technology areas and may allow you to specialise in an area of interest.

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Bachelor of Computer Science

This qualification develops your computer science knowledge to prepare for a career in computer engineering or software development.

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Source: SEEK job ads and SEEK Profile data

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Job market trends for Service Desk Analysts
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Job opportunities

Service Desk Analyst jobs on SEEK
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Jobs on SEEK right now
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Source: SEEK job ads and SEEK Role Reviews

Latest Service Desk Analyst reviews

Latest reviews from 22 Service Desk Analysts surveyed on SEEK
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Positive
Negative
May 2021
Service desk analyst is very good role for new starter in IT and would recommend it to Every starter.
Reviewer's Qualification
Master of Information and Communication Technology
Experience
Less than a year
Organisation size
Large (200+ employees)
Specialisation
Service Desk Analyst
The good things
The service desk Analyst role is pretty good start for Person interested to start the career in IT environment so that the person can have the overall experience of level 1 and level 2 support so that...
The challenges
Dealing with new ticketing system and resolving the issue in appropriate time frame based of SLA with user request.
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Aug 2019
IT Service Desk Analyst - bring your time management A game
Reviewer's Qualification
Bachelor of Arts (History)
Experience
5 – 9 years
Organisation size
Large (200+ employees)
Specialisation
Waste management
The good things
Applying your technical skills to solve a variety of end user computing issues every day. Satisfaction in getting people back up and running and able to perform their day to day role. Getting to lia...
The challenges
A SD analyst role can be challenging in a number of ways. Primarily is tests ones ability to manage time. Answering incoming calls are always the first priority. Fixing issues under time pressures ...
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Source: SEEK Role Reviews