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.

What responsibilities are common for Service Desk jobs?
  • 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.
What are the typical qualifications for Service Desk jobs?
  • Bachelor's Degree in business or computer science.
  • Significant
  • Advanced computer literacy skills.
  • Ability to adapt to a range of operating systems.
  • Productive in a cloud-based environment.
Education--
Work/Life Balance
3.5 ★
Total Pay--
Career Opportunity
3.3 ★
Avg. Experience0-1 year

How much does a Service Desk make?

Confident
$46,599 /yr
Total Pay
$43,439
 /yr

Base Pay

+
$3,160
 /yr

Additional Pay

$46,599

 / yr
$32K$68K
Most Likely Range
Possible Range
See More Insights

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.

Service Desk

Years of Experience Distribution

0 - 1
47%
2 - 4
31%
5 - 7
1%
8+
21%
Not including years spent in education and/or training

Service Desk Insights

Read what Service Desk professionals have to say about their job experiences and view top companies for this career.
NorthwestelNorthwestel
Service Desk Technician
Jan 14, 2021

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

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.”

PerrigoPerrigo
Service Desk Lead
Mar 21, 2022

“Not very many growth opportunities in Perrigo Mexico ( I can't say the same about Perrigo US).”

ComputacenterComputacenter
IT Service Desk Analyst
Nov 23, 2020

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

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.”

Acora IT Managed ServicesAcora IT Managed Services
Service Desk Analyst
Mar 14, 2022

“Too much focus on stats but not looking at underlying issues such as sitting with team or going to visit clients to work better.”

NtivaNtiva
Service Desk Technician
Jun 24, 2021

“Good luck affording anywhere to live in the DC area on the offered base pay at the bottom end of the pay scale.”

Link Solutions, Inc.Link Solutions, Inc.
IT Service Desk Analyst
Aug 12, 2020

“My manager was pretty engaged and good to work with.”

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Service Desk Interviews

Frequently asked questions about the roles and responsibilities of a Service Desk

The most similar professions to Service Desk are:
  • IT Consultant
  • Service Desk Specialist
  • Information Technology Manager
  • It

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Service Desk Jobs