Service desk analyst
As the first line of technical support within an organisation, you'll help people solve problems with their computers and software.
Also known as: helpdesk administrator, IT helpdesk analyst, IT support analyst, software support technician, service desk operator
About the job
What it's like
Do you love working with computers and the latest digital technology? If so, you should consider becoming a service desk analyst.
In this role, you'll help people solve problems they're experiencing with their computers and software. Using your digital skills, you'll show them how to do different tasks with the computer or software program they're working with.
Some service desk analysts work within the IT support department of a large company, helping colleagues solve technical problems. But you could also provide a service for customers after they've bought a computer or software package from a manufacturer.
You'll chat with customers over the phone, by email or through instant messaging. A good service desk analyst has an in-depth knowledge of the computer systems or software you work with – and you'll need to continually update your skills as technology evolves!
Your tasks might include:
getting information from people to identify the issue and showing them how to sort the problem
updating online ‘knowledge banks’ with information so that customers or colleagues can look up the answers to common problems
arranging to send a field engineer if you're unable to fix the problem
logging enquiries and keeping records of previous customer discussions
running reports on common trends to identify underlying problems
refreshing your knowledge about the latest computers or software products – this'll help you give customers and colleagues the best advice possible
Sometimes, you'll deal with people who are confused or frustrated. You'll need to remain patient and reassuring as you explain technical issues to them.
Explore more information about this job
Here are some useful links to learn more about this career:
IT Career Switch (YouTube video) – spend a day in the life of Reuben, a service desk analyst with ASSA ABLOY Group
ScreenSkills – explore a range of roles within the creative industries
Like the sound of this career?
Browse courses in Scotland related to 'Service desk analyst'
Select qualification level(s)
Other careers that you might like
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IT support technician
Related industries
Many jobs can be done in lots of different industries. We've highlighted the ones we think are most important for this job.
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Financial and professional services -
Digital technologies
Top skills
Skills are things you're good at. Whether you know what yours are or not, everyone has them!
It's useful to learn which ones are important in a job so you know the areas you need to brush up on. It can also help you work out if you're suited to a career.
Meta skills
Here are some of the meta skills you'll need to do this job.
- self esteem
- attention to detail
- respecting
- empathising
- resourceful
- verbal communication
- cooperating
- positive attitude
Your skills are important
Our unique skillsets are what make us stand out from the crowd. Learn about each skill in depth and discover what employers look for in your applications and interviews.
Getting in
Explore each section to find more information about getting into this career.
Colleges and universities will list subjects you'll need for entry to a course. Some useful subjects include:
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Administration and Information Technology
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Computing Science
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English and Communication
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Foundation Apprenticeship: Hardware and Systems Support
You can get a head start in this career by doing a Foundation Apprenticeship in S5 and S6.
You'll get an SCQF level 6 qualification which is the same level as a Higher. You'll also learn new skills and gain valuable experience in a work environment.
Discover what's on offer at your school on Apprenticeships.scot.
There are a few ways you can become a service desk analyst.
College
Getting qualifications at college, such as an HNC or HND, could help you find a job. Useful subjects include:
Computing
Computer Science
Networking or Network Infrastructure
IT with Business or Digital Business
Digital Support or IT Support
Software Development
Use the My World of Work course search to find HNCs or HNDs.
Apprenticeships
Modern Apprenticeships (MAs) mean you learn on the job. You get paid and work towards a qualification at the same time. You might want to consider an MA in areas such as:
Work
Do you have experience working in a call centre, retail environment or administration? If so, you may be able to use your communication skills and problem-solving ability to move into a service desk analyst role.
Use the My World of Work job search to find vacancies.
University
A degree isn’t required for this job, but you could improve your knowledge by studying subjects such as:
Computing
Information Technology (IT)
Computer Science
Information Systems
Software Engineering
Cyber Security
Networks or Network Computing
Looking for a faster way to get qualified? There are various certifications you can achieve, such as CompTIA A+ (gold standard for service desk), ITIL Foundation or Microsoft Fundamentals.
You'll need relevant workplace experience to apply for some vacancies. If you're new to the industry, you can gain this through work experience, internships or volunteering. Search for computing-based opportunities on Volunteer Scotland.
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Browse courses in Scotland related to 'Service desk analyst'
