What does a Service Desk Analyst do?

Service desk analysts are information professionals who help users resolve their issues with computer hardware and software. By responding to user inquiries, they assess problems and issues with IT equipment and applications and help provide the most accessible solutions to resolve user issues. They work closely with other IT department personnel and assist with tasks outside the scope of their knowledge and expertise.

Service desk analysts ask questions to determine the full scope of the user’s issue; whenever possible, they directly resolve technical issues as they arrive. If they cannot resolve the issue independently or with the end-user, they escalate a request to a higher-level IT support specialist. They document inquiries and provide supervisors or specialists with notes regarding the problem, steps they have taken, and their diagnosis of the user’s problem. They maintain detailed records of user issues with software and hardware, which helps diagnose and repair more complex cases and provide IT departments with data regarding recurring issues and problems. Service desk analysts need at least an associate's degree in computer science or information systems.

Work/Life Balance
3.4 ★
Salary Range--
Career Opportunity
3.2 ★
Avg. Experience0-1 year

Service Desk Analyst Salaries

Average Base Pay

$43,679 /yr
Same as national average
Not including cash compensation
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Median: $44K
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Glassdoor Estimated Salary

Service Desk Analyst Career Path

Learn how to become a Service Desk Analyst, what skills and education you need to succeed, and what level of pay to expect at each step on your career path.

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Service Desk Analyst Insights

Read what Service Desk Analyst professionals have to say about their job experiences and view top companies for this career.
Tata Consultancy ServicesTata Consultancy Services
IT Service Desk Analyst
Mar 23, 2020

“Bad performance is not being addressed in timely manner so top performers may be demotivated.”

Ergo GroupErgo Group
Service Desk Analyst
Oct 29, 2020

“The staff are great to work and the social aspect of working is second to none.”

Service Desk Technician
Jan 14, 2021

“Bad management within the department I worked I experienced inequality and horizontal violence to its fullest.”

IT Service Desk Analyst
Nov 23, 2020

“I think the training is nice to have but not professionally accepted standard IT training.”

Lead Service Desk Analyst
Oct 7, 2019

“It was a good atmosphere where everyone helped one another to give the best support to clients they could.”

Service Desk Specialist
Aug 31, 2021

“My manager was one of the most down to earth people I'd ever worked for.”

The Home DepotThe Home Depot
Service Desk Specialist
Jul 30, 2019

“Once they found out I was pregnant they started to schedule me all types of crazy hours and crazy days... I don't know what happened.”

Tata Consultancy ServicesTata Consultancy Services
Service Desk Analyst
Aug 18, 2021

“I've worked for TATA for the past 2 years and I do believe there is some really good opportunities in here.”

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Service Desk Analyst Interviews

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Service Desk Analyst Jobs

Frequently asked questions about the roles and responsibilities of a service desk analyst

The most similar professions to service desk analyst are:
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