Become an IT Support Analyst

Are you interested in technology and computer networking, and are considering a career in IT? This ICT40120 Certificate IV in Information Technology (Systems Administration Support) qualification from Upskilled could be just what you need to get you started.

This qualification, meticulously crafted in conjunction with top industry experts, offers comprehensive training in IT fundamentals, as well as having a specialised focus on networking essentials such as troubleshooting practices, help desk support, and customer service. This program encompasses both technical IT subjects and essential business principles, preparing you for careers in systems administration and client support. The curriculum includes units covering diverse aspects of IT support, such as troubleshooting procedures, system configuration, and direct client guidance. Additionally, it addresses broader IT concepts, including copyright issues, ethics, and sustainable work practices.

This course is delivered 100% online and should be completed within an 12-18 month period.

What is a IT Support Analyst?

The role of an IT Support Analyst is both dynamic and rewarding, serving as a crucial link between technology and users. These professionals are responsible for ensuring that computer systems and networks function smoothly, providing support to individuals and organisations alike. They tackle a variety of technical issues, from troubleshooting software and hardware problems to assisting with the installation and configuration of new systems. This career is ideal for those who enjoy problem-solving and have a passion for technology, as it allows them to make a tangible impact on users’ daily operations.

IT Support Analysts have a diverse range of responsibilities that keep their work engaging. They often begin their day by reviewing support tickets and prioritising tasks based on urgency. Common tasks include diagnosing technical issues, guiding users through troubleshooting steps, and providing training on new software or systems. They also play a vital role in maintaining documentation, ensuring that knowledge is shared and accessible for future reference. This aspect of the job not only enhances their own skills but also contributes to a more efficient support process for the entire team.

Collaboration is key in this role, as IT Support Analysts frequently work alongside other IT professionals to implement solutions and improve system performance. They may assist in the deployment of new technologies, ensuring that users are equipped with the tools they need to succeed. Additionally, they often engage with users to gather feedback, which can lead to enhancements in service delivery and user experience. This interaction fosters a sense of community and support, making the workplace more enjoyable for everyone involved.

As technology continues to evolve, the demand for skilled IT Support Analysts remains strong. This career offers numerous opportunities for growth and advancement, whether through specialisation in a particular technology or moving into management roles. With a median age of 37 and a diverse workforce, this field is welcoming to individuals from various backgrounds and experiences. For those looking to embark on a fulfilling career in technology, becoming an IT Support Analyst is a fantastic choice that promises both challenges and rewards.

Career snapshots For IT Support Analysts

The role of an ICT Support Technician is vital in today’s technology-driven world, providing essential support for computer infrastructure and web technology. This career is characterised by a diverse workforce and a steady demand for skilled professionals.

Average Age: 37 years
Gender Distribution: 23% female
Average Hours Worked: 40 hours per week (89% work full-time)
Median Weekly Earnings: $1,442
Unemployment Rate: Relatively low, with a steady demand for roles
Current Employment: Approximately 71,300 people are employed in this role
Projected Growth: An annual growth of around 800 new positions is expected

As technology continues to evolve, the need for ICT Support Technicians is anticipated to grow, making it a promising career choice for those interested in the field. This role not only offers competitive pay but also the opportunity to work in various industries, including professional services, public administration, and financial services.

Source: ABS Labour Force Survey, 2023; Jobs and Skills Australia.

What will I do?

As an IT Support Analyst, individuals play a crucial role in ensuring the smooth operation of an organisation’s technology infrastructure. They are the first line of defence in troubleshooting and resolving technical issues, providing support to users, and maintaining systems. This position requires a blend of technical expertise and strong communication skills, as IT Support Analysts interact with various stakeholders to deliver effective solutions. Their day-to-day tasks are diverse, ranging from software installation to network management, making this a dynamic and rewarding career path.

Determining software and hardware requirements – Assessing the needs of users to provide appropriate solutions for technical problems.
Responding to inquiries – Addressing questions and issues related to software and hardware from users.
Adapting existing programs – Modifying software applications to better meet user requirements and enhance functionality.
Installing and downloading software – Ensuring that the necessary applications are set up and operational on user devices.
Ensuring efficient use of applications – Monitoring and optimising the performance of software and hardware to maximise productivity.
Implementing computer networks – Setting up and maintaining network systems to facilitate communication and data sharing.
Designing and maintaining websites – Creating and updating web content to ensure an effective online presence for the organisation.
Repairing and replacing peripheral equipment – Fixing or substituting devices such as printers, terminals, and modems to ensure operational continuity.
Working in a call centre – Providing remote support and assistance to users through phone or online communication channels.

What skills do I need?

A career as an IT Support Analyst requires a diverse set of skills that blend technical knowledge with strong interpersonal abilities. Analysts must possess a solid understanding of both hardware and software systems, enabling them to diagnose and resolve technical issues efficiently. Familiarity with operating systems, networking, and various software applications is essential, as is the ability to adapt existing programs to meet user needs. Additionally, problem-solving skills are crucial, as analysts often face unique challenges that require innovative solutions.

Beyond technical expertise, effective communication skills are vital for IT Support Analysts. They must be able to explain complex technical concepts in a way that is easily understood by users with varying levels of technical knowledge. Patience and empathy are also important traits, as analysts frequently assist users who may be frustrated or confused. Furthermore, the ability to work collaboratively within a team and manage time effectively is essential in a fast-paced environment where multiple issues may arise simultaneously. Overall, a successful IT Support Analyst combines technical proficiency with excellent customer service skills to ensure a seamless user experience.

Skills/attributes

Strong problem-solving skills
Excellent communication abilities
Technical proficiency in hardware and software
Knowledge of computer networks and systems
Ability to diagnose and troubleshoot technical issues
Customer service orientation
Attention to detail
Time management skills
Adaptability to new technologies
Teamwork and collaboration skills
Basic understanding of web technologies
Experience with remote support tools
Ability to document processes and solutions
Patience and empathy when dealing with users

How to Become an IT Support Analyst: Australian Careers in IT

What is a IT Support Analyst?

Career snapshots For IT Support Analysts

What will I do?

What skills do I need?

Skills/attributes

Resources

Career Outcomes