IT Support Analyst


    IT support analysts (also known as helpdesk analysts or technical support analysts) provide technical support and advice to IT users.

    The IT Support Analyst will provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals. They will also be responsible for responding to, documenting and resolving service tickets in a timely manner according to SLA.

    Employers of IT support analysts

    • Banks and financial service companies
    • Manufacturing firms and service areas
    • Schools, colleges and universities
    • Public sector organizations
    • Electronics retailers
    • Software retailers
    • Almost all SMEs and larger companies recruit IT support staff to assist employees



    • logging and processing support calls
    • installing and configuring computer hardware, software, systems, networks, printers and scanners
    • planning and undertaking scheduled maintenance upgrades
    • setting up accounts for staff, ensuring that they know how to log in
    • solving password problems
    • talking to clients and computer users to determine the nature of any problems they encounter
    • responding to breakdowns
    • investigating, diagnosing and solving computer software and hardware faults
    • repairing equipment and replacing parts
    • supervising junior engineering and technical staff
    • obtaining replacement or specialist components, fixtures or fittings
    • checking computer equipment for electrical safety
    • maintaining records of software licences
    • managing stocks of equipment, consumables and other supplies



    Both university graduates and school leavers can enter the IT support or help-desk profession. Whether you have a degree or not, you will need to demonstrate an interest in fixing technical problems, either through previous work experience or activities you have completed in your own time.

    While open to graduates of any discipline, technical support employers typically prefer graduates with an IT-related qualification.



    • In-depth knowledge of hardware and software
    • Up-to-date knowledge of the latest IT and software trends
    • Strong customer service ethos
    • Ability to work well with people
    • Strong communications skills
    • Excellent organizational skills
    • Ability to quickly establish good working relationships with clients
    • Willingness to sometimes work unsociable hours
    • Patience
    • A logical mind
    • Enthusiasm for continual learning