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.
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.
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?
Latest Service Desk Analyst jobs on SEEK
How to become a Service Desk Analyst
- 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.
- Aim to secure an internship or placement while studying. This will provide you with valuable work experience.
- Join the Australian Computer Society (ACS) while studying.
- Upon graduation, attain your ACS certification and undergo ongoing CPD.
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