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An IT support analyst fixes computer application and system problems and finds IT solutions to enhance business operations, efficiency and productivity

Average salaries are in the region of £25,000.00 to £40,000.00. Salaries will vary depending on location / employer

Career Profile

An IT support analyst fixes computer application and system problems and finds IT solutions to enhance business operations, efficiency and productivity.

What they do

If you're working in IT, you'll need to have a high level of technical expertise. This is so you can examine existing IT systems and business models, assess business requirements and find solutions to problems. As there are many changes with IT because of advances in technology, job titles within IT can be quite fluid.  

So an IT support analyst can also be called a systems analyst or application support analyst.

As an IT Support Analyst, you would be: 

  • Analysing clients' existing systems and business models
  • Understanding software development lifecycle
  • Moving old networks across to new ones
  • Translating client requirements into specified project briefs
  • Identifying potential solutions and assessing them for both technical and business suitability
  • Modifying or replacing systems
  • Presenting proposals to clients
  • Working closely with colleagues, developers, testers and a variety of end users to ensure technical compatibility and user satisfaction
  • Ensuring that budgets are adhered to
  • Meeting deadlines met
  • Testing systems
  • Data migration
  • Providing training and user manuals to users of new systems
  • Keeping up to date with technical and industry developments

Hours & Salary

  • Newly trained IT support analysts can earn in the region of £20,000 and £25,000 per year 
  • Trained with experience IT support analysts can earn in the region of £25,000 and £40,000 
  • Senior IT support analysts can earn £45,000 or more

Salaries typically depend on location, employer and level of responsibility. 

Most full time positions are 37 to 40 hours a week. Overtime, including at the weekend, is possible in order to meet deadlines and deal with any technical issues.


Head to the Careers Explorer A-Z to get more information on construction roles available. 

Take our Personality Quiz to find out which construction career is right for you.

Case Study

My role within Robertson is to help manage the internal helpdesk, answering and solving support calls that users submit when a computer issue arises. On a day-to-day basis, I will also provide over the phone support to those users who are unable to log a support call or have a high priority issue that they need solved straight away. As well as dealing with support calls, the other members of the IT team and myself work together to maintain and support the servers and network infrastructure.

Stepping away from the IT side of things, I work with the Communications Manager to help our sites that have internet or phone connections. This could be to provide a new connection or help support an existing connection.

What do you like about your job?

The thing I love most about the job is that each day will produce different challenges, which means that my days are never the same and that my jobs is never boring. I love problem solving and within the IT world, there is a lot of problem solving to be done. I love to learn about new technology and within my role, I get to research and sometimes test the latest equipment.

What's your working day like?

A usual day for me consists of going through the IT support calls that have been assigned to me and trying my best to resolve the issues that have been raised. I like to plan my day by prioritising each support call. However, I usually have things that I have to deal with that I cannot plan for. This can be people coming to see us in the office or people from all over the company phoning up with issues.

What skills do you need in your job?

To work in IT, you need to have a good understanding of technology and some basic computer / problem solving skills. Another important skill to have is good customer service. I am dealing with customers on a daily basis, so to make sure that I provide the best service possible, I have worked on my customer service skills to ensure that they are at a high standard.

What was your background before starting this role?

Before starting at Robertson Group, I worked as an IT technician in a local high school. In that job role, I was responsible for most first and second line support of the school's IT issues.  I started at the school as a graduate, going straight from college into the graduate role. After a year, I managed to work myself up to becoming a full-time employee.

What are you most proud of in your career?

Whilst working at my last job, I was responsible for a modern apprentice. This involved training someone who didn't have any skills in IT. I am most proud of this because I was able to take someone with no IT skills and train them to the point where they are now working in an IT role full-time.

Where do you see yourself in 10 years' time?

In 10 years' time I would still like to be working in the IT industry. However I would like to be undertaking a more managerial role. I think I would be very good at managing a team and would like to show this in the future.

A bit of advice for anyone thinking about a career in construction?

If you are looking to get into IT, no matter if you are going to college / university or starting out with no IT skills, I would recommend that you look into the possibility of taking some IT certifications. IT certifications are qualifications given to those who work hard to pass a course on a particular area of IT. I currently have achieved two and am looking to add more. The IT certifications also look good on a CV and employers are asking for them more and more.

Qualifications & Training

What qualifications or subjects do I need for this role?

Most IT support analysts are graduates but HNC/HND, SCQF or BTEC qualifications can lead to entry level positions with training and development opportunities.

Relevant qualifications include IT and business subjects.

How do I get started in this role?

Typically analysts will enter the profession as junior programmers, progressing to developer or consultancy roles.

Do I need previous experience?

Experience is essential for progression, especially when dealing with more complex systems and issues as you continue your career.

Want to find out more?

Try our Matching Service for work experience opportunities in your local area, with new opportunities being added on a regular basis. 

Looking for a vacancy?

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The number of job vacancies related to your preferred job role may vary daily, as these are external websites. Check regularly to see new opportunities as they are posted.

Career trends and forecasts

16,690 additional staff needed

According to the latest Construction Skills Network research, the UK construction industry will need an additional 16,690 non-construction professional, technical , IT and other office based staff (which includes IT Support Analysts), every year between 2017 - 2021. The majority of this demand will be in the South West followed by a fairly even spread across East Midlands, Yorkshire and Humber, Scotland and Wales.

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