what is a service desk analyst?
As a service desk analyst, you act as the first point of contact when a customer needs technical support from your organisation. You handle incoming help requests through various channels, including phone calls, emails, and online chats. Depending on the problem, you either offer direct help or redirect customers to the appropriate person or department.
You work in a hierarchy of support tiers that allow for the escalation of issues. Regardless of your tier, you and your fellow service desk analysts work as a coordinated team to deliver the best support possible. In pursuit of that goal, you have excellent problem-solving skills that allow you to work through the issues you encounter. You also have good attention to detail, ensuring you don't miss anything important to finding the solution.
Your place in the support hierarchy determines your work, though all service desk analysts perform the same essential role. At the first level of support, you act as a kind of triage service for the customer. If you can help the customer here, that is ideal, but if not, you process their issue and direct them to another tier of support. The further you get from that first tier of support, the more technical your work becomes.
Does working as a service desk analyst sound like a role that would complement your problem-solving ability and technical aptitude? If so, read on to find out what qualifications and competencies will help you in this profession.view roles
average salary of a service desk analyst
According to Payscale, the average service desk analyst salary in India is around ₹367,200 per year. The correlation between years working in this role and salary is almost direct. Service desk analysts with less than a year's experience typically earn around ₹228,000 per year, while those with over ten years of experience earn as much as ₹665,000 annually. These numbers are largely based on base salaries, though bonuses and profit-sharing agreements can affect your overall compensation package.
factors that affect a service desk analyst's pay
The biggest factors affecting your pay as a service desk analyst are your experience level, the region you work in, and your qualifications and areas of expertise. The more technical support you can offer, the more you will earn. This technical expertise comes from qualifications and experience, which is why those two things are big factors in your salary.
Your employer's location plays a role too, with some areas producing higher-paying jobs than others. In this case, service desk analysts are in higher demand at tech companies, and tech companies are usually based in large cities. That means the pay for this profession tends to be higher in large cities.
types of service desk analyst
Service desk analyst roles can be differentiated by the tier of support they offer. Below are the most common distinctive tiers, though different organisations may have different numbers of tiers. Each tier deals with any problems within its capabilities and escalates other problems to the next:
- tier 1: this tier is the front line of customer support. As a tier 1 service desk analyst, you handle incoming support requests and solve straightforward problems.
- tier 2: in this role, you handle more complex technical problems, including issues that are hard to classify.
- tier 3: as a tier 3 service desk analyst, you take care of service requests and monitor the service requests channel.
- tier 4: tier 4 is often supervisory or managerial. Here you work in a leadership capacity assisting the lower tiers in the execution of their duties.
- tier 5: at tier 5, you provide day-to-day management and resource planning for the service desk team. That includes things like establishing procedures and setting policies that the team will work from.
- tier 6: this tier is typically made up of department heads and forms the final tier in the support chain. Any legal matters or issues regarding compliance are escalated to this tier.
working as a service desk analyst
Service desk analyst work is a support role for a company's customers, requiring technical knowledge and people skills. You can find out about your duties in more detail below.
duties and responsibilities
The specific duties of a service desk analyst include:
- handling incoming support requests: your role as a front-line support agent often means being the first point of contact when customers need technical support. You use your technical knowledge and people skills to deal with these customers politely and patiently as you try to resolve their issues.
- dealing with technical problems: in situations where you can provide the support needed, you use your technical skills and problem-solving ability to find the best course of action. In addition to providing support over the communication medium you are using, you may also take remote control of the customer's computer.
- escalating matters to the appropriate personnel: in some cases, the issue at hand will be beyond your ability to resolve. There may be a technical limitation, but it can also be due to other reasons, such as a legal issue or a complaint.
- maintaining records of your work: an important part of your role involves maintaining detailed records of what you have done, often as you are doing it. This information is vital for a number of reasons, including assisting future service desk analysts who pick up the same support case at a later date.
Service desk analyst is an office-based role, meaning the majority—if not all—of your time in this profession will be spent working at a computer in climate-controlled rooms. Working in an office at your employer's premises may be an open-plan arrangement with many other service desk analysts. The exception is if your role involves house calls, in which case you will spend some of your time at customers' properties taking care of the technical issues they are facing. Remote work is also possible for service desk analysts, particularly at tier 1.
who are your colleagues?
Your immediate colleagues in this role are likely to be other service desk analysts, particularly if you work for a large company with a big support team. Beyond that, your colleagues will be various IT professionals, including maintenance technicians, service technicians and IT consultants.
If your role is entirely desk-based with no service call-outs you likely keep a consistent 40-hour schedule. Mostly, this will follow the standard business hours of 9:30 am to 5:30 pm. However, shift hours are not uncommon, particularly if the market you are serving is overseas in different timezone, or your employer offers 24/7 support.
This role offers a great deal of opportunity for growth within the profession. Entry-level positions require relatively little in terms of technical knowledge and qualifications, but you have the potential to move up. Training and further education may be necessary, but experience also plays a significant factor. There is a substantial difference in pay between the least and most experienced service desk analysts. You can also parlay your experience into other IT professions, such as systems administrator.
advantages of finding a service desk analyst job through randstad
Finding your service desk analyst job through Randstad provides important advantages such as:
- a wide variety of training and development opportunities
- an experienced contact person to provide help if needed
- a range of opportunities in your area
- get paid on a monthly basis
- temporary and permanent contracts
Want a permanent contract? A temporary job as a service desk analyst is often a stepping stone to an attractive permanent job. Every year, thousands of people earn a permanent contract with great employers thanks to a temporary job found through Randstad. What's more, many companies recruit their permanent employees through Randstad too!
education and skills
You do not need specific qualifications to start an entry-level service desk analyst position, though some qualifications may help. Qualifications in computer science or similar IT-related fields will certainly be a positive when applying for a role. If you have your sights set on moving up through the ranks, you will likely need at least a bachelor's degree in a relevant subject. This is certainly the case if you intend to eventually progress from a service desk analyst into a role like a network administrator position.
skills and competencies
Some of the qualities of a service desk analyst include:
- communication: good communication is essential in this line of work. You correspond with customers who are dealing with technical issues and must work with them to understand the problem and get the information you need to set them on the path to resolving that issue. Your patience and listening skills enable you to assist customers who are often frustrated when they call for support.
- problem-solving: problem-solving skills help you work your way through the problems you face and find solutions. Strong attention to detail will also serve you well.
- technical knowledge: the level of knowledge you need will vary depending on the specific role you are filling, but a certain level of technical knowledge is necessary regardless of what tier you work in.
FAQs about working as a service desk analyst
FAQs about working as an service desk analyst:
what does a service desk analyst do?
Service desk analysts provide technical support to customers. They are the front line and the first point of contact the customer will encounter when seeking help for their technical problems.
what is a service desk analyst's salary?
An average service desk analyst in India earns around ₹367,200 per year. Entry-level positions are closer to ₹228,000, while the most experienced workers in this profession can earn as much as ₹665,000.
is service desk analyst an IT job?
Service desk analysts are typically IT professionals who support their organisation's customers. The level of expertise necessary for these roles varies, but they are all considered part of the IT industry.
is being a service desk analyst difficult?
The difficulty of being a service desk analyst depends on the individual. You should not be placed in a role where you are expected to handle technical problems above your ability.
how do I apply for a service desk analyst vacancy?
Applying for a service desk analyst job is easy: create a Randstad profile and search our job offers for vacancies in your area. Then simply send us your CV and cover letter. Need help with your application? Check out all our job search tips here!