Single point of contact logging, classifying and routing IT incidents and requests.
Entry
Entry Level
Coding
No coding
Key skills
Career overview
The Service Desk Analyst structures the flow of incoming requests so the rest of IT can work efficiently. They apply ITIL processes, categorise tickets, solve the simple ones and route the rest to the right team while keeping the user informed.
Main responsibilities
- Log, classify and route incidents through the service desk tool
- Receive, qualify and triage incoming user incidents
- Document every action in the ticketing tool
- Escalate complex cases to the relevant technical team
- Respect SLA response and resolution targets
- Write and maintain knowledge base articles
- Provide remote and on-site assistance to users
- Prepare equipment for onboarding and offboarding
- Manage user accounts, groups and access rights
- Keep technical documentation up to date
Technical skills
Technologies
Education level
Education requirements vary depending on the company, country and experience. Professional experience, certifications and technical skills can sometimes compensate for formal education.
High School / Bac
Common entry point
Bac+2 (2-year degree)
Common entry point
Bac+3 (Bachelor)
Less common
Bac+5 (Master / Engineering)
Less common
Experience & coding level
Experience level
Coding level
Useful certifications
Certifications are never mandatory. They are one way among others to prove a skill.
- ITIL 4 Foundation
- CompTIA A+
- Microsoft MS-900
Where can this career take you?
Multiple paths are possible. Click a role to open its profile.
Direct progression
Possible branches
Where can you go next?
Realistic next career moves, with compatibility and a transition roadmap for each.
Overlap: 37% · Difficulty: Easy
Skills to learn: Networking (TCP/IP, VLAN), Scripting (PowerShell), Device management (MDM)
View roadmapWhere can you go from here?
A typical progression built from real career relationships. Click any role to open its profile.
Soft skills
- Clear communication
- Customer focus
- Rigour and attention to detail
- Patience with users
- Organisation
- Teamwork
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Service Desk AnalystIT Support Technician
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