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The differences between customer support analysts and service desk analysts can be seen in a few details. Each job has different responsibilities and duties. Additionally, a customer support analyst has an average salary of $65,147, which is higher than the $45,397 average annual salary of a service desk analyst.
The top three skills for a customer support analyst include customer service, customer support and technical support. The most important skills for a service desk analyst are service desk, customer service, and troubleshoot.
| Customer Support Analyst | Service Desk Analyst | |
| Yearly salary | $65,147 | $45,397 |
| Hourly rate | $31.32 | $21.83 |
| Growth rate | 10% | - |
| Number of jobs | 116,811 | 55,828 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 62% | Bachelor's Degree, 50% |
| Average age | 42 | 37 |
| Years of experience | 2 | - |
A customer support analyst is responsible for assisting customers with their service issues, responding to their inquiries and concerns, and resolving their complaints. Customer support analysts strategize techniques in improving the customer's experience by providing outstanding customer services. They also review quality audits and logs to determine the efficiency and effectiveness of services and modify procedures as needed. A customer support analyst must have excellent communication and organizational skills to look for customer solutions that would highly improve the company's reputation to the market.
Service Desk Analysts are information technology (IT) employees who usually oversee the helpdesk hotline of the IT department. They address the technical concerns of other employees or even clients of the company. They also help in installing, repairing, and maintaining the different IT systems in the company. Service Desk Analysts resolve issues related to software, hardware, and other related systems. They also manage information related to these concerns and analyze these concerns. They identify trends or patterns and anticipate concerns that might come in the future. Service Desk Analysts may recommend steps to ensure that these concerns will not come up again.
Customer support analysts and service desk analysts have different pay scales, as shown below.
| Customer Support Analyst | Service Desk Analyst | |
| Average salary | $65,147 | $45,397 |
| Salary range | Between $42,000 And $99,000 | Between $30,000 And $67,000 |
| Highest paying City | San Francisco, CA | New York, NY |
| Highest paying state | New Jersey | New York |
| Best paying company | SAP | The Citadel |
| Best paying industry | Technology | Technology |
There are a few differences between a customer support analyst and a service desk analyst in terms of educational background:
| Customer Support Analyst | Service Desk Analyst | |
| Most common degree | Bachelor's Degree, 62% | Bachelor's Degree, 50% |
| Most common major | Business | Information Technology |
| Most common college | Stanford University | - |
Here are the differences between customer support analysts' and service desk analysts' demographics:
| Customer Support Analyst | Service Desk Analyst | |
| Average age | 42 | 37 |
| Gender ratio | Male, 59.9% Female, 40.1% | Male, 74.4% Female, 25.6% |
| Race ratio | Black or African American, 13.1% Unknown, 5.3% Hispanic or Latino, 15.2% Asian, 10.5% White, 55.5% American Indian and Alaska Native, 0.4% | Black or African American, 10.5% Unknown, 7.1% Hispanic or Latino, 17.8% Asian, 12.3% White, 50.7% American Indian and Alaska Native, 1.7% |
| LGBT Percentage | 11% | 13% |