Service Desk Analyst: Key Skills, Qualifications and Career Path
Learn about the key skills, qualifications, and career path for a Service Desk Analyst
Practice Interviews Online - Identify your strengths and weakness in a realistic Service Desk Analyst mock interview, under 10 minutes
Practice Now »What is a Service Desk Analyst?
As a Service Desk Analyst, you'll help people with their tech issues by offering support and solutions for their IT systems and apps, either in-person or through calls, emails, or online. It's the perfect role for someone who likes solving problems and helping others navigate the world of technology.
Skills
- Strong technical knowledge of computer hardware and software systems
- Excellent problem-solving and troubleshooting skills
- Effective communication and customer service skills
- Ability to work well under pressure and meet deadlines
- Attention to detail and accuracy in documentation and reporting
- Knowledge of ITIL framework and service management principles
- Familiarity with remote desktop support tools and techniques
- Ability to work independently and as part of a team
- Flexibility and adaptability to changing technologies and work environments
- Commitment to continuous learning and professional development
Qualifications & Education
- Possession of GCSEs/S grades and A levels/H grades
- Possession of appropriate NVQ/SVQ (Levels 2, 3 or or an equivalent vocational qualification
- Possession of a relevant degree (some employers may demand this)
- Training provided off- and on-the-job supplemented by specialised courses
- Postgraduate and professional qualifications available in some areas
- Apprenticeships available in some areas
Career Path
Frequently Asked Questions
Service desk analysts can progress to a senior service desk analyst position before becoming a service desk manager. With additional technical skills, it is easier to move to other roles like systems administrator or network administrator.
A service desk analyst is responsible for providing technical support to staff and customers by troubleshooting network, hardware, and software problems. Their job is to resolve technological questions and ensure that technical issues are resolved efficiently. The demand for service desk analysts is expected to increase by 6 percent in the UK in the next decade.
The career path of a service desk analyst can vary depending on their education, certification, and knowledge. With experience, they can advance to roles such as system or network administrator, and higher roles such as system architect and design expert.
Identify your strengths and weakness in a realistic Service Desk Analyst mock interview, under 10 minutes
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