What does a Service Desk 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.
- Provide daily network status reports to the operations team.
- Create monthly metrics and reporting of service desk tickets.
- Provide direction on IT support issues, and keep appropriate staff informed of issues or concerns.
- Receive, manage and help to resolve online, chat and phone initiated technical issues and inquiries.
- Escalate issues to appropriate teams as necessary.
- Troubleshoot independently and resolve certain levels of IT support issues.
- Develop standard operating processes and procedures to promotes consistency.
- Receive, prioritize, document and actively resolve end user help requests and Incidents.
- Analyze IT incident reports and service requests to identify trends.
- Bachelor's Degree in business or computer science.
- Advanced computer literacy skills.
- Ability to adapt to a range of operating systems.
- Productive in a cloud-based environment.
How much does a Service Desk make?
Service Desk Career Path
Learn how to become a Service Desk, what skills and education you need to succeed, and what level of pay to expect at each step on your career path.
Years of Experience Distribution
Service Desk Insights
“Bad management within the department I worked I experienced inequality and horizontal violence to its fullest.”
“The staff are great to work and the social aspect of working is second to none.”
“Not very many growth opportunities in Perrigo Mexico ( I can't say the same about Perrigo US).”
“I think the training is nice to have but not professionally accepted standard IT training.”
“I've worked for TATA for the past 2 years and I do believe there is some really good opportunities in here.”
“Too much focus on stats but not looking at underlying issues such as sitting with team or going to visit clients to work better.”
“Good luck affording anywhere to live in the DC area on the offered base pay at the bottom end of the pay scale.”
“My manager was pretty engaged and good to work with.”
Service Desk Interviews
Frequently asked questions about the roles and responsibilities of a Service Desk
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