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Service Desk Analyst Jobs | Skills, Salary & Career Growth
22/01/2026
Service Desk Analyst Jobs: Skills, Salary & Career Growth
Introduction
Service desk analyst jobs are one of the most common and reliable entry points into the IT industry. Organisations across the UK rely on service desk teams to provide first-line technical support, resolve IT issues, and ensure smooth day-to-day operations.
From large enterprises and government organisations to technology companies and managed service providers (MSPs), service desk analysts play a critical role in IT support and customer experience. This article explains everything you need to know about skills, salary expectations, job responsibilities, and long-term career growth in service desk analyst roles.
What Does a Service Desk Analyst Do?
A service desk analyst provides first-level technical support to employees or customers, acting as the primary point of contact for IT-related issues.
Key Responsibilities
- Handling IT support tickets via phone, email, or chat
- Diagnosing and resolving hardware and software issues
- Resetting passwords and managing user access
- Supporting Windows, macOS, and basic Linux systems
- Troubleshooting network and connectivity issues
- Escalating complex issues to second-line support
- Documenting solutions and updating knowledge bases
- Ensuring SLAs (Service Level Agreements) are met
Service desk analysts work in fast-paced environments and often support hundreds or thousands of users.
Skills Required for Service Desk Analyst Jobs
Technical Skills
Employers typically look for the following skills:
- Operating systems: Windows, macOS, basic Linux
- Microsoft 365: Outlook, Teams, SharePoint
- Active Directory: user accounts, password resets
- Ticketing systems: ServiceNow, Jira Service Management
- Networking basics: DNS, DHCP, VPN, Wi-Fi troubleshooting
- Hardware support: laptops, desktops, printers
- Remote support tools: TeamViewer, AnyDesk, RDP
Soft Skills (Very Important)
Service desk roles are highly people-focused, so soft skills are critical:
- Strong communication skills
- Customer service mindset
- Problem-solving ability
- Patience and empathy
- Time management
- Ability to work under pressure
Many employers value attitude and communication as much as technical ability.
Qualifications & Certifications
Do You Need a Degree?
- A degree is not mandatory for most service desk analyst jobs
- Many employers focus on skills, certifications, and attitude
Certifications That Help
- CompTIA A+
- CompTIA Network+
- ITIL Foundation
- Microsoft 365 Fundamentals
- Azure Fundamentals (AZ-900)
These certifications significantly improve employability and confidence.
Service Desk Analyst Salary
Service desk analyst salaries vary based on experience, location, and organisation size.
Average Salary Ranges (UK)
- Junior Service Desk Analyst: £22,000 – £26,000
- Service Desk Analyst: £26,000 – £32,000
- Senior Service Desk Analyst: £32,000 – £40,000
- Service Desk Team Lead: £40,000 – £50,000
Salaries are typically higher in London, Manchester, Reading, and Birmingham.
Career Growth & Progression
Service desk analyst roles provide a strong foundation for long-term IT careers.
Typical Career Path
- Service Desk Analyst (1st Line)
- 2nd Line Support Engineer
- 3rd Line Support / Infrastructure Engineer
- Specialist or Leadership Role
Career Options After Service Desk
- Desktop Support Engineer
- Network Engineer
- Cloud Engineer
- Cyber Security Analyst
- DevOps Engineer
- IT Operations Manager
- IT Service Manager
Many senior IT professionals started their careers on the service desk.
Industries Hiring Service Desk Analysts
- Technology & SaaS companies
- Banking & Financial Services
- Healthcare & Life Sciences
- Retail & E-commerce
- Government & Public Sector
- Managed Service Providers (MSPs)
- Education & Universities
Service desk roles exist across almost every industry.
Remote & Shift-Based Service Desk Jobs
Many organisations offer:
- Remote service desk analyst jobs
- Hybrid working models
- 24/7 shift-based roles
- Weekend and night shifts (often with higher pay)
Remote service desk roles are especially common with MSPs and global organisations.
How to Get a Service Desk Analyst Job
Practical Tips
- Highlight customer service experience
- Gain basic IT certifications
- Practice troubleshooting scenarios
- Learn ticketing tools like ServiceNow
- Prepare for scenario-based interviews
- Apply through IT job boards and MSP recruiters
Future Outlook for Service Desk Analyst Jobs
Demand for service desk analysts will remain strong due to:
- Growth in remote and hybrid work
- Increasing reliance on IT systems
- Expansion of cloud and SaaS platforms
- Need for 24/7 IT support
Service desk roles continue to be a stable and accessible entry into IT careers.
Frequently Asked Questions (FAQs)
Q1. Are service desk analyst jobs in demand?
Yes, service desk analyst roles are consistently in demand across industries.
Q2. Is service desk a good career start?
Yes, it is one of the best entry-level roles for building a long-term IT career.
Q3. What qualifications are needed for service desk jobs?
Basic IT knowledge and certifications like CompTIA A+ or ITIL are often sufficient.
Q4. Can freshers apply for service desk analyst jobs?
Yes, many employers hire freshers with strong communication skills and IT fundamentals.
Q5. Are remote service desk jobs available?
Yes, many organisations offer remote or hybrid service desk analyst roles.
