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Graduate Service Desk Analyst Jobs

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          Helping you find a career in the service desk analyst industry

          As a service desk analyst you will interact with customers to perform a variety of tasks to try and resolve their queries.

          The role involves:

          • Providing first line technical support to customers via phone and email
          • Dealing with issues for hardware. e.g. servers, computers, printers and software programmes
          • Enquiring about the problems and explaining possible solutions
          • Dealing with common technical issues e.g. changing passwords
          • Using specialised diagnostic programmes to resolve network problems
          • Updating knowledge bases with details of basic problems that customers can view online
          • Using helpdesk software to log calls with descriptions of issues, progress made and the results/solutions
          • Passing calls on to the next point of contact (2nd line support analysts) if the problem is more complex
          • Arranging for a technician to visit the customer if your solutions have failed
          Find out more
          • FAQs
          FAQs
          What skills and interests should an Service desk analyst have?

          As a service desk analyst you'll need strong knowledge of the IT hardware and software, a logical and methodical approach, excellent writing skills, a great telephone manner and strong interpersonal skills.

          Other skills include:

          What hours does a Service desk analyst typically do?

          Typically, normal working hours at 9am to 5pm, Monday to Friday.

          What environment is a Service desk analyst based in?

          You are likely to work in an office with other people.

          How much does a Service desk analyst travel?

          Travel is minimal in this job, but if it is a client-focused role you may need to meet with clients at their place of work.

          How much does a Service desk analyst get paid?

          Starting salaries could be around £16,000 to £21,000 a year. After a couple of years' experience, this can increase to anywhere between £22,000 to £25,000.

          With more skills, experience and more responsibility, your salary could rise to around £30,000 per annum.

          Perks & benefits

          This kind of work may allow you to earn extra through bonuses and performance-related pay.

          What qualifications does a Service desk analyst need?

          You may be able to get into this field through an apprenticeship scheme that requires 3-5 GCSEs including English and maths. However, some employers may ask for a HND or HNC in specific subjects.

          Useful subjects to study at school & university
          • Computing
          • Computer science
          • Information technology
          • Mathematics
          Further reading

          BCS (The Chartered Institute for IT)