IT Helpdesk Analyst

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IT helpdesk analysts give advice via telephone, website or email to computer users who need help solving their technical problems. They can also be called helpdesk support technicians or service desk analysts.

The Work

You could be:

You might start your career in 1st line support, dealing only with routine problems and working from a script, then move into 2nd line support, dealing with more technical issues.


The figures below are only a guide. Actual pay rates may vary, depending on:

Starting salaries could be around £18,000 to £22,000 a year. With 1 or 2 years’ experience this can increase to between £22,000 and £28,000 a year.

With more skills, experience and some supervisory responsibility, the salary can rise to around £30,000 a year or more.

You might earn extra through bonuses and performance-related pay.


Workforce Employment Status

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Getting In

There are no set entry routes into this profession.

You might work with a computer company which gives support to users of the company’s own hardware or software. There are also in-house support jobs with banks, retail companies, educational institutions and central and local government.

Workforce Education Levels (UK)

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Job Outlook Scotland


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Job Outlook Scotland

2.2 %

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What Does it Take?

You need to have:

You need to be able to:


Getting On

More Information

If you are considering a career in IT why not take a look at the TechFuture Careers website. You will find the video case studies of workers and general information on the industry useful.

For more information please see organisation below:

BCS, The Chartered Institute for IT


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