IT Support Analyst

Also known as - IT support technician, service desk technician, technical support analyst.

IT support analysts find IT solutions to enhance business operations, efficiency, and productivity. An IT support analyst can help to resolve a variety of technical issues relating to their organisation’s computer systems, telecommunications network, LANs, WANs and desktop computers, whether these components are located on-site or in the field.

Office
Digital-IT
Higher qualifications
Good with technology

What does a IT support analyst do?

As an IT support analyst you will be responsible for helping to maintain IT systems within a company. This can vary between diagnosing software or hardware issues, to testing new systems or moving networks.

The role of an IT support analyst involves the following duties:

Analysing clients’ existing systems and business models
Understanding software development lifecycle
Moving old networks across to new ones
Translating client requirements into specified project briefs
Identifying potential solutions and assessing them for both technical and business suitability
Modifying or replacing systems
Presenting proposals to clients
Working closely with colleagues, developers, testers and a variety of end users to ensure technical compatibility and user satisfaction
Ensuring that budgets are adhered to
Testing systems
Providing training and user manuals to users of new systems
Keeping up-to-date with technical and industry developments.

How to become an IT support analyst?

You can get into this job through a variety of routes, including a university degree, an apprenticeship, a college course, or on-the-job training.

You should explore these routes to becoming an IT support analyst, to find out which is the right one for you. Although some of these options have certain qualification requirements, many employers are more interested in people who are enthusiastic, willing to learn and can follow instructions.

You may need a Construction Skills Certification Scheme card to work on a construction site.

University

Many employers will require an IT support analyst to have an undergraduate degree in a relevant subject, such as computer science or information technology.

College

You could take a course at your local college which would enable you to join a company as a trainee IT support analyst. Relevant courses include:

Apprenticeship

You could complete an intermediate or higher apprenticeship in IT support, or an infrastructure technician advanced apprenticeship, to help you become an IT support analyst.

Apprenticeships are open to anyone over the age of 16. As an apprentice, you will be fully employed by your company and expected to work a minimum of 30 hours a week. Your time will be split between on-the-job experience and a college or training provider.

Guide to apprenticeships

Work experience

Work experience is essential to gaining employment within the construction industry. You could gain this at school, or by working weekends and holidays with a company or relative who works as an IT support analyst. Potential employers will always be pleased to see work experience listed on your CV.

Find out more about work experience

Work

If you have basic IT skills, you could start work as a trainee IT support analyst and complete qualifications while you work to progress to a more senior role.

Typically, analysts will enter the profession as junior programmers, progressing to developer or consultancy roles. Experience is essential for career progression, especially when dealing with more complex systems and IT issues.

Skills

Additional skills which may benefit anyone considering a job as an IT support analyst include:

Ability to work well with others
Excellent verbal communication skills
Analytical thinking skills
Excellent customer service skills
Being flexible and open to change
Ability to use own judgement to make quick decisions
Able to use a computer and the main software packages confidently.

Qualifications

England

To become an IT support analyst, you could complete a:

Level 2 certificate in ICT Systems Support
Level 3 Diploma in ICT Professional Competence
T Level in Digital Support Services

You could do an advanced apprenticeship in and work your way towards an IT Support Analyst:

IT Solutions Technician
IT Communications Technician

You could study a degree in:

IT
Computer science
Computer engineering
Information systems
Internet Engineering
Information science

Scotland

To become an IT support analyst, you could complete a:

Level 5 certificate in ICT Systems Support
Level 6 Diploma in ICT Professional Competence
T Level in Digital Support Services

You could study a degree in:

IT
Computer science
Computer engineering
Information systems
Internet Engineering
Information science

Wales

To become an IT support analyst, you could complete a:

Level 2 certificate in ICT Systems Support
Level 3 Diploma in ICT Professional Competence
T Level in Digital Support Services

You could do an advanced apprenticeship in and work your way towards an IT Support Analyst:

IT Solutions Technician
IT Communications Technician

You could study a degree in:

IT
Computer science
Computer engineering
Information systems
Internet Engineering
Information science

How much could you earn as an IT support analyst?

The expected salary for an IT support analyst varies as you become more experienced.

• Newly trained IT support analysts can start at £21,000

• Trained with experience 'IT support analysts can earn up to £42,000*

Salaries depend on location, employer, level of responsibility, any overtime you may do, and whether you have completed an industry recognised training route.

* Salaries have been collected from multiple industry sources

Career path and progression

As an IT support analyst, you could progress into a supervisor or management role. You could also apply for roles in training or technical sales.

With further training you could move into a specialist area of IT such as network engineering, database administration, business or systems analysis, security or project management.