Service Desk Analyst: Jobs, Courses, Salaries, and Career Paths

Service desk analysts are an integral part of any organization that uses or offers technology functions to its customers. In this position, you’re responsible for resolving staff and customer technological questions that need technical support. Typically, this involves troubleshooting network, hardware, and software problems. 

Service desk analyst openings are expected to increase by 6 percent in the coming decade, a faster rate than the national average [1]. To decide whether this career might be a fit for you, learn what a service desk analyst does, the skills you'll need in the role, and ways to get started.

What does a service desk analyst do daily?

Service desk analysts work closely with the IT department and communicate with the end user, whether staff within an organization or external customers. Day-to-day duties and responsibilities include:

• Managing, prioritizing, and documenting incoming questions and service desk tickets 

• Resolving technical issues quickly and efficiently 

• Installing and configuring software and meeting end-user needs

• Escalating any serious problems to relevant departments and teams

• Ensuring optimal network performance

• Performing system updates, tests, and maintenance to avoid service interruptions 

• Producing user manuals and guidance for end users

• Analyzing IT incident reports and questions to identify any trends to make recommendations for changes and to prevent future problems 

Requirements to become a service desk analyst

Most service desk analyst jobs require you to have an associate or bachelor’s degree, especially for more senior-level roles. While positions typically don’t have specific subject requirements, you might benefit from having a major relevant to the profession.

Service desk analyst degrees

Earning a degree in a relevant field allows you to build skills that may help you become a service desk analyst. When choosing a degree path, consider the following disciplines that are closely tied with service desk analyst responsibilities:

• Bachelor of Information Technology: A degree in IT typically takes four years to complete and covers topics such as coding, network design, and ethical hacking. 

• Bachelor of Computer Systems: This degree focuses on information systems, business analysis, and programming and usually takes four years to complete. 

• Bachelor of Computer Science: A bachelor’s degree in computer science generally takes four years to complete and focuses on the theoretical and mathematical grounding of computing, programming, algorithms, and data structures.

What skills do you need to be a service desk analyst?

As a service desk analyst, you’ll need both technical and human skills, as you will often be working with other people to resolve complex technical issues. Technical roles such as this one demand an understanding of IT and computer systems along with practical skills relating to them, as well as some transferable skills to effectively work with team members or customers:

• Technical and system expertise (networking, active directory, DNS)

• Computer skills

• Customer support

• Problem-solving and troubleshooting abilities

• Communication

• Time management

• Teamwork and collaboration 

Completing an internship as part of a degree or an entry-level IT role in the field can help you build important skills and knowledge that employers value.

What is the career path of a service desk analyst?

Different roles will require various levels of education, certification, and experience, but generally, an entry-level position as a service desk analyst is the starting point with a clear path for advancement. This position is a great way to get into an IT department. Continuing from work as a service desk analyst, you have opportunities to advance with the proper education and experience.

Companies typically organize technical support into levels. Level one is an entry-level position and involves troubleshooting simple questions and escalating anything more advanced to level two in the case of a service desk analyst. After level two support, you can progress to level three and sometimes higher. 

Levels four and five tend to be management levels, and level six will be the head of a department. These levels vary according to the size and function of a company, but having levels means it’s possible to advance in your career and move to other companies. 

Moving up levels typically requires more experience and possible certifications specified by your employer or even advanced education such as a master’s degree. Holding certifications or a master’s degree can often help you advance more quickly. 

Certifications and certificates for service desk analysts

You have the choice of acquiring many relevant service desk certifications or certificates to help boost your career or get you into your first role. Some employers will suggest specific courses, so consider the following ideas:

Service desk analyst certifications

• Network Computer Technician (NCT): A certification to demonstrate skills in computer electronics, network technology, and the internet

• HDI Support Center Analyst (SCA): A course verifying the skills of front-line technical support professionals

• HDI Support Center Manager (HDI-SCM): For support center managers to verify the technical management skills of a support organization

Service desk analyst certificates

Google has two Professional Certificates designed to help beginners learn more about the IT field and gain the necessary skills to enter a related profession, like service desk analyst.

The Google IT Support Professional Certificate is a beginner-level certificate that can take about six months to complete, allowing you to gain the knowledge to be successful in an entry-level IT role and provide customer support. 

In the Google IT Support Professional Certificate program, I learned skills to assist customers with end-to-end support, ranging from identifying problems to troubleshooting and debugging.

— Janelle H.

The Google IT Automation with Python Professional Certificate, on the other hand, is a six-month course that allows you to build skills in Python, Git, and IT automation to support your career growth.

Service desk analyst salary 

Service desk analysts can have various titles, but the annual salary will be the same, as these are typically the same role with a different name:

• Service desk analyst

• Help desk analyst

• IT support analyst

• Help desk technician

• Service desk technician

Salaries for service desk analysts will depend on a few factors, including the level of role you’re applying for (entry-level versus senior), the amount of experience you have, where you live, and the type of company hiring. According to Glassdoor, the annual average salary in the US for this role is $51,011 [2]. 

What is the highest-paying service desk analyst?

According to ZipRecruiter, the top 2 percent of service desk analysts earn $73,500 to $79,000 per year [3]. This is very dependent on the exact nature of your role, your experience, and your location, among other factors.

Learn more: 7 High-Paying IT Jobs

Get started as a service desk analyst today

As a service desk analyst, you offer technical support to customers and employees using a range of IT expertise. To keep exploring the skills and tools used by IT professionals every day, you can start with these top-rated courses on Coursera:

For an introductory course, start with IBM’s Introduction to Technical Support. In 12 hours, you can learn about the different types of customer support in the IT field, explore the features and benefits of ticketing systems, and identify the different methodologies and frameworks used for technical support purposes. Plus, if you enjoy the course, you’ll already be on your way to completing a Professional Certificate in the field.

To prepare for a career in IT, try the Google IT Support Professional Certificate. In six months, you’ll receive professional-level training from Google and gain skills required to succeed in an entry-level IT job, such as assembling computers, providing end-to-end customer support, and using systems like Linux, binary code, and command-line interfaces.

To enhance your cloud computing skills, explore IBM’s Introduction to Cloud Computing. Learn the essential characteristics of cloud computing, its different service models, and the most popular cloud platforms being used today in just 12 hours.