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How to Become An It Support Analyst

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What is a IT Support Analyst

An IT Support Analyst is the go-to person when tech breaks down. They fix hardware and software issues, set up new systems, and help users get back on track fast. It is a great career for anyone who loves tech and likes helping people.

Every day brings something new. Analysts might fix a network issue in the morning and help staff learn new software in the afternoon. They log tickets, guide users through fixes, and keep notes that help the whole team work faster.

The job is very collaborative. Analysts work with other IT staff to roll out new tools and upgrade systems. They look for ways to make tech work better for the business.

This career is in demand and growing fast. IT Support Analysts work in almost every industry: tech, finance, health, and government. With the right skills and certs, there is a clear path to more senior IT roles.

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Career Outlook for IT Support Analyst

IT Support Analysts are in strong demand across Australia. The typical analyst is around 37 years old and works full-time, about 40 hours a week (yourcareer.gov.au, 2025). Most roles are permanent, which means good job security.

The job market is in great shape. Around 800 new IT Support Analyst roles open each year in Australia (yourcareer.gov.au, 2025). The rate of unemployment in this field is low, so most qualified people find work quickly.

IT Support Analysts work across many sectors. Finance, government, health, and tech firms are the top employers. As more organisations rely on digital systems, the need for IT support keeps growing. This role is a great way to start a long-term IT career.

On this Article

Introduction

Average Salaries

Resources

Steps to Become an IT Support Analyst

Step 1: Complete a Certificate III in Information Technology (ICT30120)

Enrol in the Certificate III in Information Technology (ICT30120) at a TAFE or RTO. This takes around 12 months full-time. It covers hardware, software basics, networking, and user support. It is a solid first step for entry-level IT support work. Confirm the current code on training.gov.au before enrolling.

Step 2: Advance with a Certificate IV in Information Technology (ICT40120)

Complete the Certificate IV in Information Technology (ICT40120) at a TAFE or RTO. This takes 12 to 18 months full-time or part-time. It builds skills in network support, help desk work, and deep troubleshooting. Most IT Support Analyst roles expect this level or higher. Confirm the current code on training.gov.au.

Step 3: Earn Key Industry Certifications

CompTIA A+ proves core hardware and software skills and is widely known by Australian employers. The ITIL 4 Foundation cert shows a solid grasp of IT service management. Both are vendor certs, studied online, and each can be done in 3 to 6 months.

Step 4: Build Hands-On Experience

Apply for help desk or entry-level IT roles to build real skills. Internships, volunteer IT work, and cadetships all count. Aim for 6 to 12 months of hands-on support work before going for IT Support Analyst roles at larger firms.

Step 5: Join a Professional Body and Keep Learning

Join the Australian Computer Society (ACS) to access events, networks, and career tools. Stay up to date with new tech through short courses and online training. With time and effort, IT Support Analysts can move up to systems admin or IT manager roles.

What does an IT Support Analyst do?

An IT Support Analyst handles a wide mix of tasks each day. They respond to support tickets, find hardware and software issues, and walk users through fixes step by step. On top of that, they install software, keep networks running, and update web platforms. They also fix and swap out devices like printers and modems. Strong tech skills and good communication are both key.

Tasks

IT Support Analysts are the first line of defence when tech breaks down. They handle a varied set of tasks that keep systems and users on track. From fixing hardware to training staff on new tools, no two days look the same.

  • Determining software and hardware requirements: assessing user needs to identify the right technical solution.
  • Responding to inquiries: answering questions about software and hardware from users.
  • Adapting existing programs: modifying software to better meet user and business needs.
  • Installing and configuring software: setting up applications and systems on user devices.
  • Ensuring efficient use of applications: monitoring and tuning software and hardware for best performance.
  • Implementing computer networks: setting up and maintaining network systems for communication and data sharing.
  • Designing and maintaining websites: building and updating web platforms as needed.
  • Repairing and replacing peripheral equipment: fixing or swapping out printers, modems, and terminals.
  • Providing remote support: helping users via phone or online channels.

Skills for Success

IT Support Analysts need a good mix of tech and personal skills. The tech side covers hardware fixes, software setup, and basic networking. The personal side matters just as much.

Patience, clear talk, and a real desire to help make a big difference day to day. Analysts often explain tricky tech issues to users who are not IT-savvy. Being calm under stress and picking up new tools fast are traits that top analysts share.

Skills & Attributes

  • Hardware and software troubleshooting
  • Computer networking and systems knowledge
  • Operating systems proficiency (Windows, macOS, Linux)
  • Remote support tools and ticketing systems
  • Clear verbal and written communication
  • Customer service and user support
  • Problem-solving and analytical thinking
  • Time management and task prioritisation
  • Attention to detail
  • Patience and empathy with users
  • Adaptability to new technologies
  • Documentation and record-keeping
  • Teamwork and collaboration
  • Basic web technologies and database access

Average Salaries

IT Support Analysts in Australia earn an average of about $75,000 a year (yourcareer.gov.au, 2025). Entry-level roles start near $55,000. Senior and specialist roles can pay $105,000 or more. Pay grows with experience, certs, and the type of role.

min $55 K

max $105 K

av $75 K

About the author

Laura Atkinson - Course Finder Groups
Laura Atkinson

Laura Atkinson is an Account Management and SEM specialist at Course Finder Group with six years' experience in the Australian education sector. She works day to day with universities, TAFEs and independent training providers, which gives her a close view of how courses map to real career outcomes. She writes practical guidance on career pathways, choosing the right qualification and what to expect when moving into a new field.