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The differences between call center analysts and help desk analysts can be seen in a few details. Each job has different responsibilities and duties. It typically takes 1-2 years to become both a call center analyst and a help desk analyst. Additionally, a call center analyst has an average salary of $47,153, which is higher than the $37,318 average annual salary of a help desk analyst.
The top three skills for a call center analyst include powerpoint, SQL and avaya. The most important skills for a help desk analyst are customer service, troubleshoot, and technical support.
| Call Center Analyst | Help Desk Analyst | |
| Yearly salary | $47,153 | $37,318 |
| Hourly rate | $22.67 | $17.94 |
| Growth rate | 10% | 10% |
| Number of jobs | 44,065 | 87,591 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 56% | Bachelor's Degree, 50% |
| Average age | 42 | 42 |
| Years of experience | 2 | 2 |
Call center analysts monitor and provide actionable insight and assess customer experience during their interaction with the call center associates. The analysts collect information to help improve call center agents. They use an evaluation form to capture any important information. It is their responsibility to have a successful service delivery from entity to entity. They make certain that their enterprise contains consistent service output and establish monthly reports of the success of the company.
Help Desk Analysts generally provide technical support by assisting customers with their system issues. These analysts are expected to be highly knowledgeable about application processes and basic troubleshooting. Help Desk Analysts usually communicate with end-users through phone calls or e-mail and are required to attend on customers technical issues promptly. Depending on the expertise, the Help Desk Analysts are often categorized to support levels wherein the most complex issues are often handle by the highest tier. The Help Desk Analysts must have critical-thinking skills on solving network problems and document specific concerns and progress.
Call center analysts and help desk analysts have different pay scales, as shown below.
| Call Center Analyst | Help Desk Analyst | |
| Average salary | $47,153 | $37,318 |
| Salary range | Between $32,000 And $68,000 | Between $26,000 And $52,000 |
| Highest paying City | Quincy, MA | Boston, MA |
| Highest paying state | New York | Massachusetts |
| Best paying company | Apple | Pacific Investment Management Company LLC |
| Best paying industry | Energy | Government |
There are a few differences between a call center analyst and a help desk analyst in terms of educational background:
| Call Center Analyst | Help Desk Analyst | |
| Most common degree | Bachelor's Degree, 56% | Bachelor's Degree, 50% |
| Most common major | Business | Computer Information Systems |
| Most common college | Stanford University | Stanford University |
Here are the differences between call center analysts' and help desk analysts' demographics:
| Call Center Analyst | Help Desk Analyst | |
| Average age | 42 | 42 |
| Gender ratio | Male, 48.8% Female, 51.2% | Male, 71.8% Female, 28.2% |
| Race ratio | Black or African American, 11.9% Unknown, 5.4% Hispanic or Latino, 15.9% Asian, 10.5% White, 55.8% American Indian and Alaska Native, 0.4% | Black or African American, 12.5% Unknown, 5.3% Hispanic or Latino, 15.1% Asian, 11.1% White, 55.6% American Indian and Alaska Native, 0.4% |
| LGBT Percentage | 11% | 11% |