How to become an IT Service Desk Analyst

Provides first- through advanced-tier technical support for end users, devices, applications, accounts, connectivity, and workplace technology. The role combines incident diagnosis, ticket management, equipment lifecycle administration, onboarding and offboarding support, documentation, escalation coordination, and customer service.

Top Skills Required

Hardware and software troubleshooting
Windows and macOS support
Linux and Ubuntu support

Education & Certifications

Typical: Associate degree in information technology, computer science, or a related field, or equivalent practical experience.

Alternative paths:

Bachelor's degree in information technology, computer science, or a related field
CompTIA A+, Network+, or Security+ certifications
ITIL Foundation certification
Microsoft, Linux+, RHCSA, LPIC, or HDI certifications
Progressive professional experience in desktop support or IT operations