Service Desk Analyst Job Description Template

The Service Desk Analyst plays a critical role in any organization, acting as the front-line support for all IT-related queries and issues. This job description template outlines the key responsibilities, qualifications, and skills required for this position. It provides a comprehensive guide for organizations looking to hire a Service Desk Analyst and ensures that applicants clearly understand the expectations of the role.

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Job Summary

The Service Desk Analyst will provide technical support to internal and external customers of the organization. They will analyze and troubleshoot technical issues, escalate complex problems to senior team members, and document all incidents and requests in the service desk system.

Key Responsibilities

  • Provide first-level technical support to end-users via phone, email or in-person
  • Troubleshoot hardware and software issues, network connectivity problems and peripheral equipment malfunctions
  • Log all incidents and service requests in the service desk system and ensure timely closure of tickets
  • Escalate complex incidents or requests to senior team members or other teams as required
  • Evaluate and prioritize incidents based on impact and urgency, and take necessary actions to meet established service level agreements (SLAs)
  • Install, configure and maintain hardware and software systems as required
  • Create and maintain documentation related to service desk procedures, troubleshooting guides and end-user training manuals
  • Participate in service desk projects and initiatives as required
  • Provide end-user training on basic technology use and best practices


  • Bachelor's degree in Computer Science or related field or equivalent work experience
  • Minimum of 2 years of experience in a service desk or technical support role
  • Excellent troubleshooting and problem-solving skills
  • Strong customer service orientation and interpersonal skills
  • Strong knowledge of Microsoft Windows operating systems and Microsoft Office applications
  • Knowledge of virtualized environments such as VMware or Microsoft Hyper-V
  • Experience with Active Directory and Exchange
  • ITIL Foundation certification preferred


When creating a Service Desk Analyst job posting, it’s important to clearly outline the responsibilities and requirements for the position. This will help to attract qualified candidates who have the necessary skill set to perform the role effectively.

Key Responsibilities:

  • Provide technical support to end-users experiencing IT related issues.
  • Troubleshoot and resolve hardware and software issues in a timely and efficient manner.
  • Record and document all service desk interactions, ensuring accurate and complete information is captured.
  • Work closely with other IT teams to identify and escalate complex issues as required.
  • Maintain a high level of customer satisfaction by providing professional and timely support.
  • Key Requirements:

  • At least 2 years’ experience in a service desk or IT support role.
  • Ability to effectively multitask and prioritize workload to meet deadlines.
  • Familiarity with ITIL and ITSM principles.
  • Excellent communication skills – both written and verbal.
  • Strong problem-solving skills.
  • Additional Skills:

    While not essential, the following skills would be considered an asset:

  • Experience with remote support tools, such as TeamViewer or LogMeIn.
  • Basic understanding of network protocols and administration.
  • Experience with Active Directory and Office 365 management.
  • About the Company:

    Include a brief description of your company, its culture, and values. This will help to attract candidates who share similar values and are a good fit for your organization.


    Creating a Service Desk Analyst job posting requires attention to detail and an understanding of the role’s responsibilities and requirements. By following these guidelines, you will be able to attract qualified candidates and fill the position with someone who has the necessary skills and experience to excel in the role.

    Frequently Asked Questions on Creating Service Desk Analyst Job Posting

    Creating a job posting for a Service Desk Analyst position can be daunting. You want to make sure that you are attracting the right candidates with the right set of skills and experience. To help you in creating an effective Service Desk Analyst job posting, here are some frequently asked questions:

    • What should be included in a Service Desk Analyst job posting?
    • Your Service Desk Analyst job posting should include information about the responsibilities of the position, required qualifications, and desired skills. You should also include information about your company and its culture, as well as information about the compensation package.

    • What are some common responsibilities of a Service Desk Analyst?
    • Service Desk Analysts are responsible for providing technical support to customers or employees of an organization. They troubleshoot and resolve technical issues related to software, hardware, and network connectivity. They also maintain records of user inquiries and resolution.

    • What qualifications are required for a Service Desk Analyst?
    • Most Service Desk Analyst positions require at least a high school diploma or equivalent, although some employers may require a bachelor's degree in a related field. Strong communication skills, customer service skills, and technical skills are also required.

    • What skills should be emphasized in a Service Desk Analyst job posting?
    • Communication skills, technical skills, problem-solving skills, and customer service skills should be emphasized in a Service Desk Analyst job posting. Experience with help desk software and knowledge of computer systems and network connectivity are also highly desirable.

    • How can I attract the right candidates for my Service Desk Analyst job posting?
    • Make sure that your job posting clearly outlines the requirements of the position and the desired skills and experience. You can also highlight the benefits of working for your company, such as opportunities for advancement and a positive work culture.

    • Should I include salary information in my Service Desk Analyst job posting?
    • Including salary information can help to attract the right candidates and can help to avoid wasted time in the interview process.

    Creating an effective Service Desk Analyst job posting requires careful consideration of the responsibilities of the position, required qualifications, and desired skills. By including this information in your job posting and highlighting the benefits of working for your company, you can attract the right candidates for your open position.

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