Do You Need an IT Service Desk Analyst?

What Is a Service Desk Analyst?

The specific job description for a service desk analyst varies a bit among employers, but there are some basics that they all have in common. Service desk analysts work for every type of industry — from healthcare to finance to education. When you hire a service desk analyst, you’re hiring someone to provide hardware and software support for your organization. If your IT asset management program consists of shutting the closet door on this, you could benefit from hiring a service desk analyst.

He or she will have to make sure software licenses are up to date, keep track of your IT inventory, and research and troubleshoot hardware and software problems for users in the rest of your organization. Often, a service desk analyst maintains, manages, and updates your company’s knowledge database. When new hardware comes in, the service desk analyst will install and test it and load the requisite software onto the hardware. He or she will have to triage multiple incoming requests by understanding end-user needs.

Educational requirements for service desk analysts differ. Some companies want someone with a bachelor’s degree while others accept associate’s degrees. Some companies don’t have degree requirements but ask for service desk analysts with specific certifications like A+, Server+, or Network+. One thing universally asked for in service desk analyst job descriptions is strong communication skills, since this person will be dealing with end users via email, phone, live chat, and other channels and may be responsible for writing reports as well.

What Needs Does the Service Desk Analyst Serve?

With a small business, the service desk analyst serves a multitude of needs, and may be generally regarded as the company’s “computer guy” who keeps everyone’s hardware and software working, up to date, and legal.

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