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.

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average 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.

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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
working as a service desk analyst

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.


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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