Service desk analysts form an invaluable part of the pillars of organizations that use technology regularly because they help support both the internal staff and external users who encounter technical problems. They handle the complexities of technical issues ranging from network outages to software malfunctions, hence ensuring that everything runs smoothly. The nationwide average job growth is forecasted at 6 percent in the coming years, during which this professional field is expected not to lag.

What Is a Service Desk Analyst?

A Service Desk Analyst is an IT professional who contributes to solving technical problems for the users inside an organization. They are the ones who respond to complaints, solve problems with computer hardware and programs, and ensure the continuous smooth operation of information technology. Possessing a problem-solving mentality and effective communication skills, they solve hardware, software, and network difficulties, acting as an important link between users and technology stakeholders.

Service Desk Analyst Job Roles & Responsibilities

The position of service desk analysts is vital in the aspect of effective IT service delivery and user contentment within an organization. Drawing from industry frameworks such as the e-CF and SFIA 7, service desk analyst job responsibilities span various levels of technical support and service management:

Level 1 (Entry Level)

At this stage, service desk analysts process the service requests and handle them according to the set guidelines. They get tickets for incidents and service requests in a timely manner, and they are placed in corresponding categories and catalogs for future use. In addition, they offer insights into the reliability of services operating under supervision.

Level 2

At this level, the analysts conduct an in-depth and experience-based interpretation of user problems with the use of databases to generate solutions. They de-escalate complicated or unresolved disputes, facilitating full tracking and documentation of the issue from the initial to the resolution stage. While change takes place, they deal with operational needs while maintaining service-level agreements and information security regulations.

Level 3

Level 3 analysts are the primary persons in charge, serving as the main point of contact for various service requests. They are responsible for the initial investigation and ascertaining the cause. They are members of the team that works on creating standards and supporting documents and have an important role in implementing these standards to solve problems.

Level 4 (Analytical or Manager Role)

Analysts at this level supervise the service delivery of channels and provide input to the development and review of service standards. They assist their staff members by giving technical presentations and participating in policy and procedure establishment.

Level 5 (Manager Role)

At this level, the analyst is in charge of day-to-day management and resource planning. He makes sure the agreed service levels are met. In this role, they are responsible for tracking and measuring service performance metrics, maintaining service catalogs, and drafting customer service policies.

Level 6 (Department Head)

At the top management level, analysts provide leadership and are responsible for the entire delivery of customer service functions. They determine the nature of service channels, standards, and monitoring processes, topped with leadership to reach organizational goals and ensure the fulfillment of legal and contractual duties.

Service Desk Analyst Job Description

Let’s take a look at an example of a job description for a Service Desk Analyst:

What we're looking for is a highly trained service desk analyst to tackle operational matters such as the functionality of end-user IT systems and applications. Your tasks will cover the area of system analysis, dealing with issues related to hardware and software, and ensuring that clients and fellow teammates get the needed support. Your understanding of IT system analysis has a significant impact on your success in this position.


  • Analyzing and evaluating software and information technologies.
  • Supplying IT support via face-to-face, phone, or remote means.
  • Performing systems installation, upgrading, and maintenance to avoid service outages.
  • Development of FAQ pamphlets and training manuals for the end users.
  • Consistently preserving the service desk records.
  • Developing suggestions for proven IT performance enhancement.
  • Collaborating with internal teams to address IT-related requirements.
  • Maintaining the pace of lightening progress in the field of technology.


  • Associate or bachelor's degree in computer science, information systems or a relevant field.
  • At least two years experience in directing and diagnostics of computer performance.
  • Expert knowledge of computer hardware and software.
  • Knowledge of task management and customer relationship management software.
  • Effective analytical and problem-solving abilities.
  • A high level of interpersonal, communication and teamwork skills.
  • Effective time management and organizational skills.

What Qualifications Do I Need to Become a Service Desk Analyst?

Although there are no specific educational credentials required to become a Service Desk Analyst, most professionals have studied in the field of IT. Typically, candidates will undertake certificates, diplomas or degrees in IT support or other related computer qualifications, respectively taking 1-3 years. Gaining internships during studies enhances one's practical industry experience, whereas getting entry-level jobs develops one's practical skills and professionalism.

In order to improve job prospects, aspiring candidates may opt for formal qualifications, including Cisco, Google and Microsoft certificates, which attest to technical competencies and relative proficiency. Learning and keeping up with the changing patterns of technologies and industry standards are very important for being successful and performing well in the service desk analyst job role.

Skills Required For Service Desk Analyst

In order to excel in your service desk analyst job role, you have to possess both technical aptitude and soft skills. Essential competencies include:

  • Specialization in the fields of networking, active directory, and DNS
  • Proficiency in computer systems networks and applications
  • Strong customer support skills
  • Problem-solving and troubleshooting abilities
  • Effective communication skills
  • Time management for handling multiple tasks efficiently
  • Teamwork and collaboration for effective cooperation with the team members

Service Desk Analyst Career Path

The service desk analyst career path is not limited to just the IT industry. Still, it also offers an abundance of chances to develop and explore different paths of career growth. As professionals gain experience and expertise, they can explore various career avenues, including:

IT Support Specialist

Leaping into an IT Support Specialist role creates the opportunity for service desk analysts to deliver more targeted support to their end-users. This role implies troubleshooting all IT problems in complex domains and becoming an expert in such domains as networking, security, or database administration. IT Support Specialists are the ones responsible for handling technical problems and improving the system to attain maximum functionality.

Systems Administrator

Service desk analysts who possess strong technical knowledge may seek to become Systems Administrators. In this position, they are responsible for the organization's IT infrastructure, which consists of servers, networks, and databases. Systems Administrators perform system configuration, maintenance, and apt optimization so that IT operations are guaranteed to be stable and efficient.

IT Service Management (ITSM) Roles

IT service desk analysts who are interested in the management and strategic aspects of IT may opt for a career in IT Service Management, which offers a promising career. ITSM professionals may transfer to the roles of IT Service Manager, IT Service Delivery Manager, or IT Service Desk Manager. In these roles, IT technicians would devote their time to streamlining IT processes, enhancing service quality, and ensuring the alignment of IT services with business goals. ITSM specialists are the main actors in the process of boosting organizational effectiveness and giving value to all the stakeholders.

How to Become a Service Desk Analyst?

You can undertake the job of a Service Desk Analyst without having formal qualifications, though employers might be motivated to hire candidates who have IT qualifications.

  1. Finish a bachelor's degree in computer science or information technology. They are usually completed during the three-year period of one's full-time study. An alternative could be to undertake a VET certificate, such as Certificate IV in Information Technology (Systems Administration Support). These courses accredited by the Australia Computer Society (ACS) are internationally recognized and can provide a platform for future certification or upskilling.
  2. Target to acquire an internship or placement during your study period. This will be the place where you will build your professional career.
  3. Look into expanding your qualifications with IT certifications.
Pass the ITIL exam and obtain the ITIL Foundation certificate through our comprehensive ITIL® 4 Certification Training Course program.

Career Prospects for Service Desk Analyst

The demand for service desk analysts is expected to increase by 6% in the coming decade. The BLS also projects that employment for computer support specialists, such as service desk analysts, will grow 5% from 2022 to 2032. The growth is faster than the average for numerous occupations.

Technicians of the service desks become the key link in the IT support system, which involves complex back-end systems, including infrastructure, development, security, and data domains. This expertise makes it possible to design more efficient routes for problems to specialists with the needed knowledge and skills. Infrastructure skills are a set of technology, device, OS, networking and back-end skills. These are the most important technologies for troubleshooting the connectivity and application problems. Service desk analyst job roles are the starting point for back-end positions, with a range of opportunities for more advanced positions.

The emerging DevOps trend is blurring the line between infrastructure and development activities and, hence, fast-tracking the likelihood of infrastructural redevelopment. The increasing role of data in analytics, which helps serve as service desk analysts, also gives chances to gather and analyze data for locating problems and increasing efficiency. 


Service Desk Analysts are the bedrock of the smooth running of IT departments in different organizations. Along with the increasing demand for professionals, the importance of being equipped with relevant skills and certifications to excel in this area cannot be ignored. Simplilearn's ITIL® 4 Foundation Certification Training adopts a blended learning method, which covers preparation for the exam, improves the IT services process, and supports cooperation. With a 100% exam pass guarantee and a wide range of features such as real-life case studies and mock tests, Simplilearn's ITIL certification course is the best route to success in IT Service Management. Apply today to start your way to the top!


1. Is a service desk analyst a good job?

Yes, for those who find solutions to technical issues and enjoy assisting people with technology, it is a fulfilling job.

2. What is a service desk analyst at Level 1?

They're the first line of communication for the IT staff; they provide basic troubleshooting and escalate if problems are complex.

3. Is a service desk an IT job?

Certainly, service desk analysts offer technical assistance for software, hardware, and networks in terms of organization. 

4. Can I improve my skills as a service desk analyst?

Definitely; try to keep ahead of technological trends, develop problem-solving and communication skills, obtain suitable training and certifications, cooperate with co-workers, and offer proposals for process improvements.

5. What does a service desk analyst’s role change with new technologies?

AI, automation, etc., are increasingly being used for front-end operations, which makes the role more proactive, data-driven, and aligned with company goals.