IT Service Desk Analyst II

Last Updated:
June 29, 2023

Job Description Overview

An IT Service Desk Analyst II job description involves serving as the primary point of contact for computer system users who have technical issues. The candidate is expected to provide support to end-users and resolve IT-related problems, ensuring that calls are resolved promptly and effectively. This job requires outstanding troubleshooting and critical thinking skills to diagnose the root cause of technical issues and communicate the solutions effectively. The candidate should be self-motivated, detail-oriented, and committed to delivering excellent customer service. The job also involves updating information databases and documenting all incidents, inquiries, and solutions accurately. The candidate should have a degree in Computer Science or a related discipline, and experience in IT support roles. In IT Service Desk Analyst II job description, the person should be familiar with remote desktop tools, Microsoft Office applications, customer relationship management (CRM) software, and cloud-based technologies.

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Job Duties and Responsibilities

  • Respond to and resolve IT support requests in a timely manner.
  • Provide remote technical assistance to users for hardware, software, and network issues.
  • Escalate complex problems to higher-level technicians for further analysis.
  • Document and track all support requests and resolutions in ticketing system.
  • Install and configure software and hardware for end-users.
  • Troubleshoot and resolve issues with printers, scanners, and other peripherals.
  • Evaluate and recommend improvements to IT support processes and procedures.
  • Conduct software and hardware upgrades and maintenance on end-user computers.
  • Deliver excellent customer service and support to end-users at all times.

Experience and Education Requirements

To snag a job as an IT Service Desk Analyst II, you'll need a combination of education and work experience. The usual requirement is a bachelor's degree in information technology, computer science, information management, or a related field. But some employers may accept an equivalent relevant certification in lieu of a degree. Besides, you'll need at least two years of hands-on experience providing IT support, troubleshooting system issues, and managing tickets using an ITSM tool. Additionally, you should have excellent communication skills, a sound understanding of operating systems, software applications, network protocols, and security protocols. Finally, you should be a logical thinker, a fast learner, and a team player.

Salary Range

IT Service Desk Analyst II salary range in the United States is between $47,000 to $68,000 per year, depending on experience and location. According to Glassdoor, the national average salary for this role is $56,675 per year. However, in New York, the average salary is $63,900 per year, while in San Francisco, it is $84,000 per year. In Canada, the average salary for IT Service Desk Analyst II is CAD$50,000 per year, according to Payscale. In the UK, the average salary is £23,000 to £28,000 per year, according to Totaljobs. IT Service Desk Analyst II salary range can vary depending on industry, company size, and other factors.


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  • Payscale:
  • Totaljobs:

Career Outlook

If you are interested in a career as an IT Service Desk Analyst II in the Information Technology industry, the outlook for the next 5 years looks promising. According to the Bureau of Labor Statistics, employment for computer and information technology occupations is projected to grow 11% from 2019 to 2029, much faster than the average for all occupations.

As technology continues to advance, the demand for IT service desk analysts will continue to rise. Companies rely on these professionals to assist with technical support, troubleshooting, and administration of essential IT systems. In a survey by Robert Half Technology, service desk positions were listed as one of the top 5 in-demand tech jobs of 2021.

In summary, the IT industry is constantly evolving, and companies will continue to rely on IT Service Desk Analysts. If you are considering a career in IT, pursuing this career path can lead to long-term job stability and growth opportunities.

Frequently Asked Questions (FAQ)

Q: What is an IT Service Desk Analyst II?

A: An IT Service Desk Analyst II is a professional who provides technical assistance to users of an organization's computer systems and software applications.

Q: What are the requirements to become an IT Service Desk Analyst II?

A: To become an IT Service Desk Analyst II, you usually need a bachelor's degree in computer science, information technology, or a related field, along with relevant work experience.

Q: What are the key responsibilities of an IT Service Desk Analyst II?

A: An IT Service Desk Analyst II is responsible for troubleshooting hardware and software issues, resolving technical problems, providing excellent customer service, and ensuring that all IT systems are functioning correctly.

Q: What skills do you need to become an IT Service Desk Analyst II?

A: To be a successful IT Service Desk Analyst II, you need excellent problem-solving, communication, and interpersonal skills, as well as a strong technical background in computer systems and software applications.

Q: What are the growth opportunities for an IT Service Desk Analyst II?

A: An IT Service Desk Analyst II can grow in their career by developing their technical skills, obtaining relevant certifications, and pursuing advanced degrees in information technology. They can also rise to supervisory or management positions in the IT department.

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