Service Desk Analyst Salary
An average Service Desk Analyst in the United States can expect to take home roughly $18.42 per hour. Geographic location is the biggest factor affecting pay for this group, followed by years of experience. Men make up the vast majority of Service Desk Analysts (85 percent) who took the survey. Medical benefits are awarded to most, and a strong majority earn dental coverage. Job satisfaction is reported as high by the vast majority of workers. The figures in this rundown are based on the results of PayScale's salary questionnaire.
Job Description for Service Desk Analyst
Service desk analysts are in charge of assessing and resolving customers' application- and software-related issues, as well as referring requests to other departments as needed. Among their responsibilities are receiving support requests from end users, collecting information from users using a variety of support tools, and working with other analysts as needed. At all times, service desk analysts must provide an excellent customer-service experience for users and resolve support tickets in a timely manner. Service desk analysts provide single point of contact for customers and must adhere to support procedures while respecting privacy regulations when handling sensitive data. They follow up all support requests and make sure their customer are satisfied with their services. Additionally, they actively participate in staff meetings to make recommendations to make the support process more streamlined.Read More...
These analysts use company resources to research technical issues,and use their expertise to find the correct data for the user's problem. They log all incidents and report their progress to the service desk supervisor in their department. Their main tool is a personal computer with Internet access for research purposes. Service desk analysts work in an office environment with other information technology professionals.
A bachelor's degree in information technology or related field is necessary for this job. Experience in a similar position and industry certifications may be preferred. To be effective in this position, service desk analysts must also possess advanced analytical and problem-solving skills.
Service Desk Analyst Tasks
- Respond to inquiries and user problems, document classification of incidents, and diagnose hardware and software.
- Follow up with customers to ensure resolution and close out incidents in the tracking system.
- Detect trends and patterns in incidents and maintenance, and provide ad hoc reports.
- Collect information from users to understand and resolve problems remotely or in person.
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Popular Skills for Service Desk Analyst
Survey results suggest that Service Desk Analysts use a fairly large toolkit of professional skills. Most notably, skills in Help Desk / Desktop Support, Microsoft Active Directory, A+, and Help Desk / Desktop Support are correlated to pay that is above average. Skills that are correlated to lower pay, on the other hand, include Help Desk / Desktop Support. Most people skilled in Customer Service are similarly competent in Microsoft Active Directory.
Pay by Experience Level for Service Desk Analyst
Median of all compensation (including tips, bonus, and overtime) by years of experience.
The average worker who claims fewer than five years of experience earns around $39K. In contrast, however, individuals who report five to 10 years in this occupation see a much larger median of $47K. Service Desk Analysts who work for 10 to 20 years in their occupation tend to earn about $49K. Service Desk Analysts with more than 20 years of experience report incomes that are no higher than those with 10 to 20 years on the job.
Pay Difference by Location
Surpassing the national average by 29 percent, Service Desk Analysts in Denver receive some of the highest pay in the country. Service Desk Analysts can also look forward to large paychecks in cities like San Francisco (+25 percent), New York (+20 percent), Seattle (+16 percent), and Houston (+7 percent). Service Desk Analysts in Troy report much lower salaries than the rest of the country — 20 percent below the national average — proving that residence is a major factor in overall pay. Below-median salaries also turn up in Orlando and Columbus (20 percent lower and 16 percent lower, respectively).
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