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Service Desk Analyst Skills

The  Service Desk Analyst role provides first level support through taking calls and handling the resulting incidents or Service Requests. Candidates will be expected to know the Microsoft tech stack, including Windows operating system 7 or Windows Operating System 10, Active Directory, Exchange and Office 365.

Communication skills are vital for this role, as good customer service is pivotal to its success. Strong candidates will also have a problem-solving nature. Career progression will start at a 1st line service desk analyst,  depending on location, and progress to a 2nd line service desk analyst, a more technical job.

From here there are two options for progression:

1. Candidates can progress to a 3rd line engineer (also known as an infrastructure engineer) to deal with infrastructure systems and networks. From here they may carry on to Infrastructure Manager, finally reaching Head of Infrastucture.

2. Alternately, candidates can become a Service Desk Manager, to manage a team of 1st line engineers and 2nd line engineers. Jobs can be permanent or contract, and salary will be between 18 and 27k for entry-level candidates depending on location, rising to between 25-30k.

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