A help desk analyst is a customer service agent, helping customers with technical IT problems they can not resolve on their own. They support clients over the phone, via email, live chat, or remote-controlled screen sharing. The role of a help desk analyst is divided into tiers, and they escalate issues from one tier to the next, based on the complexity of the problem.
A good help desk analyst is rare. To be able to hold the position, the first thing you need, of course, is computer literacy. Apparently, being good at small talk is a big plus as well. Empathy and not pretending to be more knowledgeable than you actually are also goes a long way, but this kind of applies to any human interaction.
So to sum it up, help desk analysts need to be good at being human. This is a position with a high turnover because, well, being human is exhausting. Plus, there is a good chance that if you do well on the job, you will be able to move on to a better position fairly soon.
There is more than meets the eye when it comes to being a help desk analyst. For example, did you know that they make an average of $18.51 an hour? That's $38,492 a year!
Between 2018 and 2028, the career is expected to grow 10% and produce 83,100 job opportunities across the U.S.
There are certain skills that many help desk analysts have in order to accomplish their responsibilities. By taking a look through resumes, we were able to narrow down the most common skills for a person in this position. We discovered that a lot of resumes listed customer-service skills, listening skills and problem-solving skills.
When it comes to the most important skills required to be a help desk analyst, we found that a lot of resumes listed 11.3% of help desk analysts included email, while 10.8% of resumes included customer service, and 9.0% of resumes included technical support. Hard skills like these are helpful to have when it comes to performing essential job responsibilities.
When it comes to searching for a job, many search for a key term or phrase. Instead, it might be more helpful to search by industry, as you might be missing jobs that you never thought about in industries that you didn't even think offered positions related to the help desk analyst job title. But what industry to start with? Most help desk analysts actually find jobs in the technology and finance industries.
If you're interested in becoming a help desk analyst, one of the first things to consider is how much education you need. We've determined that 42.3% of help desk analysts have a bachelor's degree. In terms of higher education levels, we found that 3.4% of help desk analysts have master's degrees. Even though some help desk analysts have a college degree, it's possible to become one with only a high school degree or GED.
Choosing the right major is always an important step when researching how to become a help desk analyst. When we researched the most common majors for a help desk analyst, we found that they most commonly earn bachelor's degree degrees or associate degree degrees. Other degrees that we often see on help desk analyst resumes include high school diploma degrees or diploma degrees.
You may find that experience in other jobs will help you become a help desk analyst. In fact, many help desk analyst jobs require experience in a role such as technical support specialist. Meanwhile, many help desk analysts also have previous career experience in roles such as customer service representative or computer technician.