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

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What is a IT Support Analyst?

What will I do?

What skills do I need?

Resources

What is a IT Support Analyst?

An IT Support Analyst keeps an organisation’s tech running. They fix hardware and software faults, help users with IT issues, and set up new systems. This role suits people who love problem-solving and working with tech every day.

Daily tasks include reviewing support tickets, guiding users through fixes, and setting up software. Analysts log solutions so the whole team can resolve common issues faster.

IT Support Analysts work closely with other IT staff to roll out new tools and boost system speed. They gather user feedback and help improve service. This keeps the work varied and fun.

The field is growing fast. Demand is strong across finance, public admin, and healthcare. With experience, analysts can move into roles such as systems admin, network engineer, or IT manager.

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Career snapshots For IT Support Analysts

IT Support Analysts in Australia work across many industries. Most work full-time in permanent roles, around 40 hours per week. The average salary is about $75,000 a year (yourcareer.gov.au, 2025), and pay grows with experience.

Demand is strong and rising. Around 800 new IT Support Analyst roles open each year (yourcareer.gov.au, 2025). The unemployment rate in this field is low. Top employer sectors are IT and telecomms, finance, health, public admin, and education.

The median worker age is around 37 years. A degree is not always needed. Many employers accept a Certificate IV plus vendor certs like CompTIA A+. This makes IT support one of the best entry points into a tech career.

What will I do?

IT Support Analysts keep an organisation’s tech running smoothly. They are often the first point of contact when something goes wrong. The role blends tech problem-solving with direct user support.

  • 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 across the organisation.
  • Adapting existing programs: modifying software applications to better meet user and business needs.
  • Installing and configuring software: setting up applications and systems on user devices so they are ready to use.
  • 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 to support the organisation’s online presence.
  • Repairing and replacing peripheral equipment: fixing or swapping out devices such as printers, terminals, and modems.
  • Providing remote support: helping users via phone or online channels, including call centre work.

What skills do I need?

IT Support Analysts need a mix of tech skills and people skills. On the tech side, they must know hardware, software, and networks, and be able to find and fix faults. They also need to know how to use remote support tools and ticket systems.

Communication is just as key as tech ability. Analysts explain complex issues in plain English to users who know little about IT. Patience and a calm manner help a lot, especially when users are stressed by a system failure.

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

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About the author

Laura Atkinson

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.