Why Entry-Level Isn't Entry-Level Anymore

The Service Desk analyst role is no longer an "entry level" position. And for many organizations, that is a problem.

Job descriptions may call the position “entry level,” and traditionally, the service desk agent role has been the entry point into an IT department. This model has worked well for many years: new service desk analysts weren’t expected to have much prior experience, as much of the role involved following a script and learning-by-doing. Success was measured by metrics like handle times, contact volumes and first contact resolution. More complex issues that required additional skills for resolution was passed off to someone else in IT.

But times are quickly changing at the service desk. Many of the traditional tasks performed by service desk analysts are well-suited for automation and AI. Password resets, simple service actions and basic troubleshooting can all be done using AI, which may reduce the number of entry level roles for new IT professionals to get their “foot-in-the-door.”

Paradoxically, despite the adoption of AI, the service desk will continue to be on the front line of consumer experience and productivity. The service desk will continue to be the “face” of IT, shaping the organization’s reputation and credibility with every consumer interaction.

The new service desk analyst

As AI takes over resolving simpler consumer issues, the interactions that remain with the service desk will come with elevated consumer expectations. Strong human skills, such as empathy, emotional  intelligence and communication skills are required. Understanding what drives revenues, the marketplace, the legal and regulatory environment, and how technology is used to enable value and deliver business results are “must haves.” Work that was formerly done via analysts following a script will be replaced by work requiring analysts having strong process literacy. “Working from anywhere” means that analysts must have good troubleshooting and critical thinking skills.

In other words, the modern service desk analyst is no longer an “entry level” role.

But organizations aren’t keeping up with the rapid impacts that AI is having on the service desk role. The traditional approaches for onboarding new service desk analysts aren’t going to work. And rather than face the new reality of the elevated consumer expectations of the service desk, many organizations are using AI adoption as both an excuse to avoid the issue and to claim a win through a perceived reduction in costs.

The world still needs service desk analysts

I am convinced that one of the most significant differentiators for organizations in the age of AI will be the experiences enabled and delivered by the service desk. Positive experiences with the service desk results in better work relationships, better business outcomes, better customer service and happier employees.

But to meet the evolving, elevated expectations of the service desk, hiring at the service desk must evolve, as well. Service desk managers must find ways to bring in new talent while at the same time, upskill existing analysts to meet the challenges of tomorrow’s service desks.

It begins with hiring for attitude, not just aptitude. Aptitudes and skills can be taught, but having the right attitudes – customer service orientation, ownership mindset, continual learner, good communication and teamwork – is needed now more than ever at the service desk. Developing and defining skill paths, not just career ladders, demonstrates the commitment to grow both the skills of analysts as well as the credibility and capabilities of the service desk.

Don’t surrender to the current fad – take charge!

Here are my five tips for service desk analysts who want to differentiate themselves and take charge of their career journey.

• Cultivate those human skills, such as emotional intelligence (managing upset consumers, staying calm), empathy (understanding impact on the consumer), communication (plain-language, paraphrasing, deep listening), taking ownership, and good, effective communication.
• Learn the business of your business. How does the organization drive revenues? What is the legal or regulatory environment in which the business operates? What does the organization do to create value and deliver outcomes? How does technology facilitate value and business results? The new service desk analyst must know the answers to these questions to provide a differentiated experience.
• Develop a structured approach for troubleshooting and applying critical thinking by asking good questions, identifying patterns and knowing when to escalate an issue.
• Lean into AI and learn how it can augment what you do at the service desk. As with any technology, AI is a tool that, used correctly, will help both you as an analysts and the consumer.
• Join a local HDI chapter. Interact with others in the service and support industry through a local HDI chapter. Local HDI chapter events provide opportunities to learn, exercise human skills, grow personal credibility (beyond just formal training and certification) and network with peers.