Front desk agent vs service desk analyst

The differences between front desk agents and service desk analysts can be seen in a few details. Each job has different responsibilities and duties. Additionally, a service desk analyst has an average salary of $45,397, which is higher than the $31,008 average annual salary of a front desk agent.

The top three skills for a front desk agent include reservations, team work and guest service. The most important skills for a service desk analyst are service desk, customer service, and troubleshoot.

Front desk agent vs service desk analyst overview

	Front Desk Agent	Service Desk Analyst
Yearly salary	$31,008	$45,397
Hourly rate	$14.91	$21.83
Growth rate	-	-
Number of jobs	96,392	55,828
Job satisfaction	-	-
Most common degree	Bachelor's Degree, 42%	Bachelor's Degree, 50%
Average age	37	37
Years of experience	-	-

What does a front desk agent do?

Front desk agents are usually the first hotel employees that the guest encounters upon entering the hotel. They greet and welcome guests. They are in charge of checking and validating the guests' reservations and issuing their room keys. Front desk agents are responsible for collecting any applicable fees from the guests and ensuring that only the registered guests stay. Front desk agents also coordinate with the housekeeping team and any other team to ensure that the guests' stay is the best.

What does a service desk analyst do?

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.

Front desk agent vs service desk analyst salary

Front desk agents and service desk analysts have different pay scales, as shown below.

	Front Desk Agent	Service Desk Analyst
Average salary	$31,008	$45,397
Salary range	Between $25,000 And $37,000	Between $30,000 And $67,000
Highest paying City	Seattle, WA	New York, NY
Highest paying state	Washington	New York
Best paying company	Brookhaven National Laboratory	The Citadel
Best paying industry	Hospitality	Technology

Differences between front desk agent and service desk analyst education

There are a few differences between a front desk agent and a service desk analyst in terms of educational background:

	Front Desk Agent	Service Desk Analyst
Most common degree	Bachelor's Degree, 42%	Bachelor's Degree, 50%
Most common major	Business	Information Technology
Most common college	-	-

Front desk agent vs service desk analyst demographics

Here are the differences between front desk agents' and service desk analysts' demographics:

	Front Desk Agent	Service Desk Analyst
Average age	37	37
Gender ratio	Male, 31.2% Female, 68.8%	Male, 74.4% Female, 25.6%
Race ratio	Black or African American, 9.7% Unknown, 6.8% Hispanic or Latino, 22.1% Asian, 9.9% White, 50.0% American Indian and Alaska Native, 1.5%	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	13%	13%

Differences between front desk agent and service desk analyst duties and responsibilities

Front desk agent example responsibilities.

Train new associates to Hyatt standards and the most efficient way to accomplish the day's tasks.
Work as front desk, PBX, and make error free reservations for a full size hotel consisting of 123 rooms.
Welcome guests into the 2nd largest Hyatt in the world.
Receive recognition for dependability and a``can-do"attitude.
Inform members and guests of current sales and promotions while accounting for an accurate POS drawer
Coordinate request for dry cleaning pickup/drop off, pet walking, housekeeping, grocery, delivery, etc.

Service desk analyst example responsibilities.

Used SharePoint to manage and enter in help desk ticket information for health information exchange and electronic health record vendor issues.
Design and manage company wide imaging infrastructure.
Best-Inform administrator managing application from UNIX server.
Manage OS re-imaging and data recovery for rent equipment.
Manage security, reliability, and configurations for data backup and recovery for client workstations.
Diagnose, investigate and report operational systems errors using Citrix and ITSM.

Front desk agent vs service desk analyst skills

Common front desk agent skills

Reservations, 23%
Team Work, 8%
Guest Service, 6%
Customer Service, 5%
Computer System, 4%
Guest Satisfaction, 4%

Common service desk analyst skills

Service Desk, 15%
Customer Service, 15%
Troubleshoot, 6%
Technical Support, 6%
Phone Calls, 3%
ITIL, 3%

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Front Desk Agent
Front Desk Agent vs Service Desk Analyst

Updated January 8, 2025

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