Service Desk Analyst Salary
Service Desk Analysts in the United States take home an average $18.52 per hour. Residence is the biggest factor affecting pay for this group, followed by years of experience. Most report receiving medical coverage from their employers and a strong majority collect dental insurance. For the most part, Service Desk Analysts enjoy their work and report high levels of job satisfaction. Among survey respondents, men are more common than women; 84 percent of Service Desk Analysts are male. The figures in this overview were provided by individuals who took 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
- 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.
- 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.
Common Career Paths for Service Desk Analyst
Service Desk Analysts might see a strong upturn in salary after transitioning into upper-level roles such as Systems Administrator, a seemingly popular career choice. People currently working in the latter position report a noticeably higher median income of $56K per year.
Service Desk Analyst Job Listings
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Popular Skills for Service Desk Analyst
Survey results show that Service Desk Analysts use a fair number of 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. At the other end of the pay range are skills like Help Desk / Desktop Support. The majority of those who know Customer Service also know Microsoft Active Directory.
Pay by Experience Level for Service Desk Analyst
Median of all compensation (including tips, bonus, and overtime) by years of experience.
For Service Desk Analysts, level of experience appears to be a somewhat less important part of the salary calculation — more experience does not correlate to noticeably higher pay. Survey participants with less than five years' experience pocket $39K on average, but those with five to 10 years of experience enjoy a much bigger median of $46K. Service Desk Analysts with one to two decades of relevant experience report an average salary of approximately $48K. Service Desk Analysts who surpass 20 years on the job report pay that isn't as high as one would expect; the median compensation for this crowd sits around $49K.
Pay Difference by Location
For Service Desk Analysts, busy Denver offers a higher-than-average pay rate, 30 percent above the national average. Service Desk Analysts can also look forward to large paychecks in cities like San Francisco (+25 percent), New York (+18 percent), Seattle (+13 percent), and Atlanta (+6 percent). Service Desk Analysts in Orlando take home the lowest salaries, earning a whopping 20 percent less than the national average. Troy and Raleigh are a couple other places where companies are known to pay below the median — salaries are 14 percent lower and 11 percent lower, respectively.