Table of Contents
- Service Desk Analyst Job Description
- Service Desk Analyst Training
- Service Desk Analyst Salary
- Service Desk Analyst Interview Questions
- Service Desk Analyst Resume
- Service Desk Analyst Jobs
- Service Desk Analyst Job Growth and Outlook
- Related Job Titles to Service Desk Analyst
- Service Desk Analyst FAQ
Service desk analysts are in communication with pretty much all departments within an organization and even customers and clients. Curious about how this role helps a company perform to its highest potential? We share everything you’ll need know about becoming and being a service desk analyst.
Service Desk Analyst Job Description
Whether it’s a customer in need or a coworker that runs into a technology problem, the service desk analyst is there to step in. They’re usually providing technical support of some type whether it’s monitoring issues and inquiries or responding to end users.
Service Desk Analyst Training
Educational requirements for a service desk analyst can vary but a common aspect is that experience will get you far in this role and lead to several advancement options. Many who go into this field have a bachelor’s degree in some kind of computer or IT related subject. However, it is possible to become one with a high school diploma or GED and some additional training.
Centriq offers a convenient and flexible 4-month program that focuses solely on technology. We deliver hands-on training for coding and IT taught by experienced, real-world instructors that put you directly into a high-tech learning environment. This program was created using a training methodology specifically for those with little or no IT experience.
Learn about our Service Desk Analyst training program here.
Service Desk Analyst Salary
The average salary for a desktop support technician is around $57k annually, according to Indeed, with the potential to be higher depending on the location, the company, and the scope of the actual role.
Experience plays a big factor into salary so taking the time to build more knowledge and develop your resume can lead to larger salary increases. While having good soft skills is valuable, it is always a good idea to stay updated with any types of additional education, training, or certifications.
Examples of Soft Skills for Service Desk Analysts: communication, customer service, listening, problem-solving, time management, adaptability, conflict resolution
Examples of Hard Skills for Service Desk Analysts: operating system proficiency (Windows, macOS, Linux), familiarity with ticketing systems (Jira, ServiceNow, etc.), remote support tools, basic databases and security knowledge
Examples of Certifications for Service Desk Analysts: CompTIA, Microsoft Certified, Google IT Support Professional Certificate, Apple Certified Support Professional, Zendesk Support Administrator Certification
With that being said, seek out new learning opportunities and keep an eye on new software or hardware advancements that may become valuable to your work.
Sources:
- Indeed: Desktop Support Technician Salaries
- U.S. Bureau of Labor Statistics: Computer Support Specialists
Service Desk Analyst Interview Questions
During the interview process, you’ll be asked a series of questions that will be used to decide whether or not you’re a good candidate for the service desk analyst role at a company. You may be asked about your learning and problem-solving process as well as several hardware and software related questions to get a good idea of what you know. You may also be assessed over your knowledge and qualifications so expect to encounter scenario-based questions as well as in-depth, technical questions.
Technical and Role-Specific Question Examples for Service Desk Analysts:
- How do you approach troubleshooting a computer that won’t boot up?
- Can you explain how to resolve a slow network issue for a user?
- What steps would you take if a user is unable to access a shared drive?
- What are the common causes of computer crashes, and how would you address them?
Behavioral Interview Question Examples for IT Roles:
- How do you prioritize tasks when you have multiple tickets to resolve?
- Tell me about a time when you couldn’t solve an issue right away. How did you handle the situation?
- How do you stay organized while handling multiple support requests or incidents?
- Can you explain a situation where you had to work with a team to solve a problem?
Service Desk Analyst Resume
When creating a resume for the role of a service desk analyst, you will include all relevant project and work experiences as well as any education that’s been completed and certifications received that make you qualified for a role. It’s okay if your experiences don’t match exactly what the role is looking for, the goal is to create a story that shows you have the transferable skills that would make you a good fit.
General skills that the resume should reflect include soft skills like conflict resolution, analytical and diagnostic skills, and communication skills. When it comes to technical skills, listing off any kinds of systems or programs that you’ve worked with will be useful. You’ll want to have experiences that show proficiency in hard skills like hardware installation, device setup, system management, and software troubleshooting. Examples include MAC OS, Microsoft OS, etc.
Service Desk Analyst Jobs
You can expect most companies to have a service desk analyst role. These are integral roles that help keep a company running which is why you can expect to have many options to choose from when you begin your job search. Ready to start the journey to your next career? Check out the IT school we offer at Centriq and you’ll be ready for your new role as a service desk analyst in a matter of months!
Service Desk Analyst Job Growth and Outlook
The Bureau of Labor Statistics reports a positive outlook for Service Desk Analyst roles with a projected 6 percent growth over the next decade, which is faster than the average for all occupations.
This results in a promising ~60,000 openings projected each year.
Kickstart Your IT Career: Become a Service Desk Analyst with Centriq’s Accelerated IT Training Program
Service desk analysts keep companies operational, which makes them integral and sought-after roles in any industry. With the rising demand for skilled professionals, you’ll have many opportunities to explore when you start your job search.
At Centriq, we set you up for long-term success with IT training programs designed with real-world application in mind that provide you with hands-on experience, industry-recognized certifications, and the technical skills you need to excel.
Don’t just start a job, launch your IT career. Ready to transform your passion for technology into a rewarding, well-paying career? Learn more about Centriq’s IT program and gain the skills and confidence needed to become a successful service desk analyst in no time.
Related Job Titles to Service Desk Analyst
- Help Desk
- Desktop Support
- IT Support
- Technical Support
- Security Support Specialist
- NOC Technician
- PC Technician
Service Desk Analyst FAQ
Q: How can I get started as a service desk analyst with no experience?
A: Begin by building your foundational IT skills through online tutorials or courses, such as those offered on Coursera or LinkedIn Learning. Volunteering, internships, or even part-time tech support roles can provide valuable experience. Highlight transferrable skills like customer service and communication when applying for entry-level positions.
Q: What certifications are best for advancing as a service desk analyst?
A: Widely respected certifications include CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, and Google IT Support Professional Certificate. Depending on your focus, certifications like Apple Certified Support Professional or Zendesk Support Administrator can also be valuable.
Q: Can a service desk analyst work remotely?
A: Yes, many service desk roles offer remote or hybrid work options, especially for organizations with distributed teams or 24/7 support needs. Familiarity with remote support tools and security best practices can increase your chances of landing a remote role.
Q: Do I need a degree to work as a Service Desk Analyst?
A: While some employers prefer candidates with a degree in computer science or a related field, many entry-level roles focus more on technical skills, certifications, and relevant experience. It’s possible to enter the field without a degree by demonstrating your knowledge, certifications, and a willingness to learn.
Q: What tools are important to learn as a Service Desk Analyst?
A: Important tools include operating systems (Windows, macOS, Linux), ticketing systems (ServiceNow, Jira, Zendesk), remote desktop and support utilities, and basic networking and security tools. Having a strong grasp of productivity software (like Microsoft Office Suite or Google Workspace) is also beneficial.