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Service Desk Analyst Job Description

Our Service Desk Analyst job description includes the Service Desk Analyst responsibilities, duties, skills, education, qualifications, and experience.

Service Desk Analyst Example

Searching for Service Desk Analyst job description examples and samples? Here is the job description of a Service Desk Analyst:

What does a Service Desk Analyst do?

Also known as help desk analysts, service desk analysts are IT professionals who help users resolve issues with computer technologies. They contribute to IT system optimisation, communicate with clients to resolve technical issues, and ensure that personnel is able to utilise the systems and software that they need.

Service Desk Analyst Role

We are hiring a Service Desk Analyst who will be responsible for helping computer users resolve issues. As a Service Desk Analyst, your duties include communicating with clients via email or phone, resolving IT equipment and software problems, analysing information systems performance, and maintaining accurate service desk records.

Service Desk Analyst Duties

  • Responding to incoming telephone calls and emails.
  • Providing software and hardware support, resolving problems and issues.
  • Creating training materials and guides for users.
  • Performing system installations and updates to prevent service interruptions.
  • Prioritising actions and escalations by problem severity and business impact.
  • Collaborating with other departments and providing training.

Service Desk Analyst Requirements

  • Computer Science Degree.
  • Diploma in ICT Systems Support, Digital Support Services, or ICT Professional Competence.
  • Three years of experience in end-user support or IT performance role.
  • Computer program and hardware literacy.
  • Excellent problem-solving and analysis skills.
  • Task management and customer relationship management (CRM) proficiency.

How to write a Service Desk Analyst Job Description

To write a job description, we recommend starting with a job description template from our job description library, which contains examples for 800+ positions and professions. Our job description examples include a job summary with duties and responsibilities and skills and requirements, which can be personalised for your job vacancy.

How to write a Service Desk Analyst Job Advert

Use our job advert template to write a job advert for posting on job sites and job boards. Our job advertising templates are carefully created to help you reach your audience and beat the competition to the best talent.

Job Description Advice - Guidance on How to Personalise a Service Desk Analyst Job Specification

The hiring process and recruiting new employees to fill your key roles requires a degree of personalisation if you are to attract the best employees in a competitive employment market. The right person for a crucial role or more senior roles will likely have other employers targeting them. As your job description will be the first point of contact, you need to nail your pitch and provide the best possible service.

Job Description Tips - Help on formatting a Service Desk Analyst Job Specification

When creating your bespoke description and advert, you should cover and promote these points:

Job title: This should accurately reflect the role and include keywords that top talent might be using to search for jobs.

Job duties: The day to day duties, such as administrative tasks, which vary depending on the company and inform the candidate if they can complete the role.

Technical skills: These are the hard skills required through training, such as proficiency with Microsoft Office.

Soft skills: These include the interpersonal skills and general abilities the right candidates will possess. For example, the competency to prioritise multiple tasks, handle customer queries and customer complaints, work alone, or build a good relationship with coworkers.

The company's culture: Highlighting your company culture and values ensures employees thrive and find outstanding job satisfaction. Candidates that are not the right fit won’t waste their time completing the application process, meaning you can focus on qualified individuals and hire in a more timely manner.

Career progression: Including the career path will entice candidates looking for career growth. 

Training and development programs: Smaller companies may need employees with previous experience or provide educational assistance over internal training offered by larger organisations with more significant resources. 

Employee benefits: Compensation and benefits often fail to appear in job ads and while you may want to hold your cards close to your chest, failing to include them is a mistake. Consider answering common questions, such as working hours and paid leave. Researching the average salary for the role in these early stages will ensure you don’t waste your interviewer’s and the candidate’s time.

Skill gaps: Your company may need to bring in new skills beyond those required to complete the key role and duties. Thinking on an organisational level can be beneficial when contemplating skills diversity.

Legal requirements: Ensure your job advert and description does not ask for inappropriate or discriminatory personal details, such as age, marital status, or religion.

How to Hire a Service Desk Analyst

Once you have selected your Job Description download it or convert it to a Job Advert. From here you can post/advertise your job across our network of job boards. If you wish to use the job description for a CV Template click through for advice and Convert to a CV

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