Support analyst

If you are great at troubleshooting and talking to customers then this could be the career path for you! A support analyst generally provides customer facing support, with your main role being to help customers solve problems and providing the fast and accurate support expected of today’s ICT businesses. This role is also called a service desk analyst, support officer or support technician.

In the role you take customer calls and solve any issues they have, which can vary widely between businesses but can include accessing systems, ordering PC hardware, requesting building access, problems with files, or managing requests for complex work tasks to make sure they get completed.

Taking on the role of support analyst is a fantastic way to experience a wide range of technologies, devices and customers.

How long does it take to become a support analyst?

A support analyst is usually an entry level position so, you can step into it without studying specific ICT or computing courses if you have experience, demonstrable problem-solving skills, and great personal skills. But if you want the opportunity to progress your career in Tasmania it is generally expected that you will obtain a Bachelor of Computing degree (3 years) at UTAS or complete your Certificate IV in Information Technology at TasTAFE.

What types of jobs does a support analyst do?

Support analyst roles are a great entry into the industry and can lead quickly into more advanced roles such as desktop support, infrastructure support or applications support.

Depending on the organisation you work for, there will be different career advancement opportunities, but a common path from the service analyst role is to desktop support (where you help users with more complex desktop computer requests or issues), applications support (looking after system administration, application upgrades and more complex application issues), or infrastructure support (looking at the server environment).

Where to study to be a support analyst

You can study courses relevant to becoming a support analyst through both: