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.

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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.

service desk analyst roles
service desk analyst roles

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.


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:

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