This area of IT involves a great deal of customer service and problem-solving skills. The service desk analyst ensures that all phone calls to the ICT Service Desk are dealt with efficiently and effectively, using remote desktop tools to provide first and second line tech support over the telephone. He or she must respond to urgent calls received by the service desk operator, delegate complex tech support calls to the appropriate technician, and ensure the trust domain and e-mail systems are managed on a timely schedule
Strong interpersonal and written/verbal communication skills are required for this job, as the analyst often needs to liaise with external support groups for repairs or replacements and must write up reports as requested by ICT senior managers. Applicants should be up to date with the latest ICT technologies and developments. Employers often require applicants to have 5 GCSEs at grade C or above or at least two years’ practical experience in first-line technical support. The typical pay for this job is around £24,000 per year.