Must-Have Skills for IT Service Desk Analysts

A service desk analyst is an expert in Information Technology (IT) who helps users to analyze, trace, and resolve software and hardware problems in computers. The analysts perform system installations, tests, and updates as well as troubleshooting software and hardware issues. Excellent interpersonal relations must prevail to ensure friendly service to clients. IT service desk analysts must possess skills like patience, organization, flexibility, communication, people management, and technical skills in order to complete duties and responsibilities.



IT service desk managers face varied tasks with conflicting priorities. One must possess organizational and prioritization skills to complete several duties efficiently. They must complete essential tasks first and make necessary delegations while postponing tasks that can wait. Being organized brings calmness when tasks become overwhelming. These skills also allow managers to understand rising demands and take an appropriate action plan. Prioritization skill is vital to handling matters according to urgency levels.



Patience is a critical skill for anyone working in an organization’s IT service desk. Some end-users will lack technical skills and will struggle to understand service instructions. Analysts feel personal clarity on the issues, and they must remain patient enough to avoid frustrations. Impatience may cause adverse annoyance to the notice of clients. Service desk analysts interact with angry staff, incomplete projects, failed processes, and non-technical clients, and they must remain patient to ensure excellent service delivery.

Flexibility allows service desk operators to manage the several tasks involved. Skilled personnel will drop issues of focus to lend a hand elsewhere if the decision protects the Service-Level Agreement of a company. Inadequate flexibility leads to overwhelming tasks as well as rigid demands and expectations that will negatively impact organizational and team relationships.



IT service desk analysts regularly interact with varied groups of people. They have to engage customers, suppliers, senior managers, IT teams, and their own team, who require regular shifts in communication styles. “Written and verbal communication skills must prevail to enhance maintenance alerts, updates, and information sharing from the IT department,” explains Kevin Winston, Senior Technical Writer at SolidEssay and ConfidentWriters. Relationship-building skills allow service desk operators to handle clients whose demands are unachievable. Good relations help in diplomatic negotiations with clients, and mediations between IT and organizational expectations.



IT service desk analysts handle repetitive tasks and are vulnerable to monotony. Workers may experience frequent negativity, and the analysts need to motivate them to keep sight of their duties. During challenging times, analysts should employ their skills to lead the team through rapid business and IT transitions. Clarification of responsibilities within a group is also achievable through the mastery of people management skills.



IT desk analysis requires individuals with passion and understanding of statistical data. An individual who understands the metrics can use the right procedures to measure the correct data. Skilled workers become performance-oriented and work tirelessly to achieve the metrics. IT desk managers must give utilization and performance reports on information technology. The job demands skills to understand emerging statistic trends that ensure sustainability. Inadequate or inappropriate skills may produce inaccurate data that will turn away stakeholders.



“A good IT service desk analyst must possess software and hardware skills, as well as problem-solving skills to accomplish vital tasks,” says Jeff Greene, IT Proposal Writer at BeeStudent and SwiftPapers. Most organizations hire experienced analysts who have an existing background on the IT service desk. Skilled personnel have a passion for IT and can fix fundamental issues that may come along. Technical skills help experts to explain processes and arising challenges to the team and the entire organization. Inappropriate skills in technological advancements will lower organizational faith, and clients are likely to lose confidence. IT service desk analysts must understand the working of office suites like spreadsheets, operating systems, and data visualization to address critical IT issues. Cybersecurity skills are also vital to protect an organization’s computers, networks, programs, and confidential information. The expertise protects data from unauthorized access and exploitations. Data remains usable, reliable, safe, and credible through skills on cloud security, malware analysis and reversing as well as intrusion detection.


In summary, IT service desk analysts must possess skills in communication, patience, flexibility, organization and prioritization, human management, metrics, and statistics. Technical skills and knowledge in IT are also vital in averting security threats and protecting confidential information. Skills and expertise in IT keep organizations informed to address emerging issues and maintain confidence with clients.

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Written by Paul Bates

Paul Bates is technical expert at Paper-Research. He also consults various tech and educational start-ups like EssayTask and ResearchOver.

May 15, 2021

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