Service Desk Analyst

Job Description

Service Desk Analysts are information technology (IT) professionals who provide technical support to users. They respond to incoming requests for IT support and resolve network, hardware and software issues with computers. They also perform technical maintenance and software installations and updates.

Careers Ladder


You can work as a Service Desk Analyst without formal qualifications; however, employers may prefer candidates with IT qualifications.

Complete a degree in computer systems, computer science, or information technology. This is usually a three-year full-time course. Entry requirements consist of high school year 12 or higher, with prerequisite subjects including maths and English.

Aim to secure an internship or placement while studying. This will provide you with valuable work experience.

Join the Australian Computer Society (ACS) while studying.

Upon graduation, attain your ACS certification and undergo ongoing CPD.


  • Autonomy
  • Analytical
  • Communicator
  • Focused
  • Motivated
  • Problem Solving
  • Resilient
  • Self-Motivated
  • Technical
  • Thorough

Key Skills

  • Customer Service
  • Downloading, installing and configuring software
  • Applications, networks and equipment
  • Testing and updating
  • Escalating advanced IT support cases.
  • Database Management
  • Fixing hardware issues

Future Prospects

You may like to think about moving on from this career, some transferable skills can be utilised in roles such as;