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 defined by the different processes they perform. The user query or issue handling evaluates a problem 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 levels that support the escalation of issues as necessary. Therefore, service desk analysts are grouped in level 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.
view jobsaverage salary of a service desk analyst
The median salary of a service desk analyst is $68,000 per year. Your earnings usually fluctuate based on your experience and skills. Entry-level service desk analysts earn as little as $65,000 annually, while experienced professionals take home over $100,000 yearly due to their experience.
what factors affect the remuneration package of service desk analysts?
The salary of a service desk analyst fluctuates depending on experience, skills and educational qualifications. As an entry-level service desk analyst, you have minimal experience and skills. Hence, your remuneration package is lower than other professionals with extensive transferrable skills. You can negotiate higher salaries due to your knowledge and expertise in the role. Having additional academic qualifications also improves your salary prospects.
The size of the company and its location also influence your remuneration package. Working in a small company makes you likely to earn less due to their limited resources. Large companies can afford to pay more since they have greater resources. Working in metro areas also improves your salary prospects due to the differences in the cost of living and demand.
Want to know what you will earn as a service desk analyst? Check out what you are worth with our salary checker.
types of service desk analysts
Some types of service desk analysts include:
- level 1 or entry level: serves as the first port of call for customers calling for support, help or answers to computer-related questions.
- level 2: handle more complex issues that often involve networking or hard-to-classify hardware malfunctions.
- level 3 analysts: you are the central contact person for service requests. You monitor service request channels and provide first-line recommendations.
- level 4: function as managers or supervising analysts. They assist lower levels in developing evaluations and providing technical briefings.
- level 5: provide day-to-day management functions, including resource planning, setting policy standards and establishing service procedures.
- level 6: 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
As a service desk analyst, you provide technical help to users by responding to inquiries and resolving IT issues. Check out service desk analysts' specific duties, work schedules and job outlook below.
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duties and responsibilities
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. You prepare a plan to resolve issues with simple, user-friendly steps.
- communicating with customers: simple communications form the bulk of your job, so it is important to focus on providing professional and helpful service. You record support requests, gather information and forward the details to the appropriate channels. You also route support requests to another 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 implement. 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 details. You also create documents that cover new issues encountered and their solutions for other team members. Maintaining accurate records records customers' 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 and performing a system test.
- 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 specific 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 involves installing, upgrading and patching software in manufacturing or mining companies. Typically, you respond to phone calls, emails and employee problems in a comfortable office setting. Since service desk analysts accomplish most of their tasks via the phone or a computer, they can work remotely or from home.
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who are your colleagues?
Depending on your employer and the industry you work in, your colleagues might include systems administrators, support analysts and help desk officers. You might also be working in close proximity to IT support officers and applications support analysts, as well as other specialists that could include, but not be limited to, project managers, network administrators, data engineers, support engineers, customer service officers, and customer service agents.
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work schedule
Service desk analysts are usually full-time employees, working 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. You are likely to work early mornings, late nights and 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. Moving to roles like systems administrator or network administrator is easier as you improve your technical skills. Working as a service desk analyst is a promising career with a projected job growth rate of 19.1% in the next five years.
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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
While you can land a job as a service desk analyst without formal education, the following educational qualifications enhance your job prospects:
- educational qualifications: employers prefer candidates with an IT qualification. You could complete a bachelor's degree in computer science, information technology or computer systems. Alternatively, completing a VET qualification like a Certificate IV in information technology or systems administration support prepares you for the role. Completing courses accredited by the Australia Computer Society is also good for your career progression.
- work experience: consider joining an internship or entry-level role to gain experience. You can also enhance your knowledge with IT certifications provided by Google and Microsoft IT support courses.
skills and competencies
- As a service desk analyst, you require the following skills:
- patience: you require patience to handle confused and frustrated users making inquiries. You can provide better service when you are patient since you take time to determine the customers' problems.
- empathy: as a service desk analyst, you put yourself in the user's shoes to understand the problems they are dealing with. When you understand the customer's feelings, you can ease their worries and provide prompt assistance.
- active listening: service desk analysts rely on active listening skills to understand hardware or software issues a user faces. Listening to customers helps you identify the root cause of the problem.
FAQs about working as a service desk analyst
Here are the most asked questions about working as a service desk analyst:
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what is the role of a service desk analyst?
As a service desk analyst, you provide technical support to users with hardware or software issues. Some duties include installing and troubleshooting problems in the users' computers.
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what skills does a service desk analyst require?
As a service desk analyst, you require exceptional problem-solving and analytical skills to handle issues arising in computers. Patience and empathy help you manage customers well, while active listening skills help you understand their problems.
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what is the salary of service desk analysts?
The remuneration package of a service desk analyst ranges from $60,000 to $75,000 per year. When you are an entry-level service desk analyst, you earn a lower salary due to your minimal experience.
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is a service desk analyst an it job?
As a service desk analyst, you are an IT professional who provides support to various users. You respond to inquiries and evaluate and resolve hardware and software issues.
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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.
