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Graduate Service desk analyst Jobs

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Helping you find a career as a Service desk analyst

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

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:
- Communication
- Initiative
- Multi-tasking
- Patience
- Perseverance
- Problem Solving
- Teamwork
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

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