Service desk analyst

You would help people solve problems with their computers and software. You’d explain to them how to do different tasks with the computer.

You could work in the IT support department of a large company and help your colleagues with their technical problems. Or you could provide a service for customers after they have bought a computer from a manufacturer or shop.

You would:

• get information from people to identify the issue

• explain to them how to sort out their problem

• update online ‘knowledge banks’ with information so that enquirers can look up the answers to common problems

• make arrangements to send a field engineer to visit if they are unable to fix the problem

You’d need to be patient with people and be able to explain technical issues to people who may be confused or frustrated.

As well as helping people solve their problems, you would:

• log all enquiries

• keep records of previous customer contacts

• run reports on common trends to identify underlying problems

• track work in progress

You’d chat with customers over the phone, by email or instant messaging. Alternatively, customers might have access to an online fault-finding program or you could use the same program to fix their computer problems remotely.

You need an in-depth knowledge of the computer systems and software that your clients use. You’d also need to continually update your information technology (IT) skills and knowledge.

• Digital World Careers – inspiration, advice and the stories of Scottish firms making their mark in the global tech industry

• Tech Skills – resources for learners