Service Desk Analyst

Last Updated:
September 19, 2023

Job Description Overview

The Service Desk Analyst job description involves providing high-quality assistance to customers who have IT-related problems. They're responsible for receiving and responding to customer inquiries, resolving technical issues, and creating and updating documentation. Service Desk Analysts work closely with other IT teams to ensure that customers receive the highest level of support possible.

Analysts must be fluent in IT terminology and able to explain technical issues to customers in a clear, concise manner. They're also responsible for ensuring that all incidents are well-documented, and the knowledge base is maintained up-to-date.

To qualify for this job, applicants must have excellent communication and problem-solving skills. They should have experience working in a customer service environment, with a strong knowledge of basic computer hardware and software systems.

In summary, a Service Desk Analyst job description entails providing technical support to customers while maintaining accurate records of incidents and service requests. This role offers an excellent opportunity for individuals who enjoy helping others and have a passion for the ever-changing technological landscape.

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Job Duties and Responsibilities

  • Answering phone calls and responding to emails from customers who need technical assistance or have questions about products or services
  • Logging and documenting issues in the company's ticketing system, and providing timely updates to customers about the status of their requests
  • Providing remote troubleshooting and assistance to customers to resolve technical issues they face with software, hardware, or other devices
  • Escalating complex issues to higher-level support teams or other departments, when necessary, and ensuring proper follow-up and resolution
  • Reviewing knowledgebase articles and training guides to stay abreast of new products, features, and services offered by the company
  • Offering suggestions to improve the efficiency and effectiveness of the company's customer service processes, based on customer feedback and personal experience
  • Providing exceptional customer service by maintaining a courteous and professional demeanor at all times, even when faced with difficult or angry customers
  • Identifying opportunities to upsell or cross-sell customers on additional products, services, or support options, when appropriate

Experience and Education Requirements

If you want to become a service desk analyst in the customer service industry, you should have a combination of education and experience. Most companies hiring service desk analysts require a high school diploma or equivalent, and some may prefer or require an associate or bachelor's degree in a related field such as computer science or information technology. Moreover, you should possess excellent communication and problem-solving skills, as you will be the front-line support for customers seeking help with their technical issues. Additionally, you should have experience working with computer hardware and software, and be proficient in using technical tools and software. Previous experience in customer service is also an advantage.

Salary Range

Service Desk Analysts work under the customer service industry and help troubleshoot and resolve technical issues faced by customers. If you’re wondering about Service Desk Analyst salary ranges, in the United States, Glassdoor reports that on average, they make around $48,000 per year, with a range between $32,000 and $72,000 depending on experience, company size, and location.

In the UK, Service Desk Analysts make around £25,000 per year on average, according to Totaljobs. In Canada, Service Desk Analysts earn approximately C$45,000 per year on average, as per the research conducted by Indeed.

It's essential to note that salaries may vary based on industry, experience, and location. 

Sources: 

• Glassdoor: https://www.glassdoor.com/Salaries/service-desk-analyst-salary-SRCH_KO0,20.htm

• Totaljobs: https://www.totaljobs.com/salary-checker/average-service-desk-analyst-salary

• Indeed: https://ca.indeed.com/salaries/service-desk-analyst-Salaries

Career Outlook

If you're considering a career as a Service Desk Analyst in the customer service industry, you'll be happy to know that the job outlook over the next 5 years is positive. According to the Bureau of Labor Statistics, employment of computer support specialists, which includes Service Desk Analysts, is projected to grow 8 percent from 2019 to 2029, which is much faster than the average for all occupations. 

This growth is due to the increasing use of technology in everyday life, especially with the rise of remote work and online services. Companies need skilled professionals to manage their IT systems and provide technical assistance to employees and customers. Therefore, Service Desk Analysts will continue to play a crucial role in the success of businesses across all industries.

Moreover, as companies continue to automate and optimize systems, Service Desk Analysts will be required to adapt and learn new technologies. Therefore, staying up to date with industry developments and seeking out training opportunities will be key to career success.

In summary, the career outlook for Service Desk Analysts in the customer service industry is optimistic, with good growth prospects and opportunities for career development.

Frequently Asked Questions (FAQ)

Q: What does a Service Desk Analyst do?

A: A Service Desk Analyst provides technical support to customers through phone, email or chat to troubleshoot issues and find solutions to their technical problems.

Q: What skills do I need to become a Service Desk Analyst?

A: As a Service Desk Analyst, you need to have excellent communication skills, customer service skills, technical knowledge, analytical thinking, and problem-solving skills.

Q: What are the usual working hours for a Service Desk Analyst?

A: A Service Desk Analyst works in shifts and can work 24/7, including weekends and holidays.

Q: What kind of education or training do I need to become a Service Desk Analyst?

A: A degree in computer science, information technology or equivalent is preferred, along with certifications like CompTIA A+, ITIL, and Microsoft Certified Systems Engineer.

Q: What is the career growth path for a Service Desk Analyst?

A: Service Desk Analyst can progress to become a Team Lead or a Service Desk Manager or can move to other roles in the IT industry, like Network Administrator or Systems Administrator.


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