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What is a help desk analyst and how to become one

Updated January 8, 2025
5 min read
Quoted Experts
Ranganathan Chandrasekaran,
Oriehi Destiny Anyaiwe
introduction image

A help desk analyst provides technical support and assistance to computer users. They handle software, hardware, and network requests or inquiries. A help desk analyst troubleshoots problems, identifies solutions, and guides users through the resolution process. They may work in industries such as IT, healthcare, finance, and retail. A help desk analyst must have communication skills, patience, and technical knowledge. They use ticketing systems and remote desktop software to provide support and record customer interactions.

What general advice would you give to a Help Desk Analyst?

Ranganathan ChandrasekaranRanganathan Chandrasekaran LinkedIn Profile

Professor and Director of Graduate Studies, University of Illinois

As we roll into another month of the COVID-19 pandemic, graduating students are facing one of the worst moments of their lives. They face several uncertainties; due to financial challenges, uncertainty about completing their degrees on time, adjusting to online and hybrid modes of learning, and worst of all, facing the worst job market. As a result, I see the stress and anxiety levels among the graduating students to be significantly higher, at levels I have not experienced in my academic career.

Several businesses have been hit hard by the pandemic, and they have rolled back their offers made to students for internships and jobs. Businesses have also resorted to downsizing and layoffs, and we are likely to see that continue, at least in the near term. However, two sectors that are showing promises of a quick turnaround are technology and healthcare.

It might take many months for the economy to get back on track, but the demand for information systems graduates is likely to grow, as a large number of businesses have turned to increased use of technology in this pandemic period. As more companies go digital, we need more professionals to manage the remote-work, technological infrastructure and meet the other demands of the business. Students pursuing education in information systems, computer science, and healthcare are going to be in greater demand.

On the positive side, the uncertainties induced by the pandemic have also helped students to prepare themselves better for a tougher job market. I found many students rise up and use the lockdown period to have a serious introspection and invest their time and effort in upgrading their knowledge and skills. The internship drought and rescinding of job/internship offers brought their dreams crashing down, but I found several students to quickly get over their disappointments, and engage in improving their skillsets utilizing the pandemic lockdown as an opportunity. I am aware of many students, especially in the information systems disciple, who spent time doing online courses, completing certification programs, and take up DIY projects on data analysis, developing analytical and forecasting models, and visualization of various aspects of the pandemic. The pandemic has resulted in massive amounts of data, released by several organizations worldwide, that have provided a stimulant for students to indulge in DIY-projects. I had several students approach me over summer to do some projects, and we have done some interesting projects using public datasets related to COVID-19.
ScoreHelp Desk AnalystUS Average
Salary
2.9

Avg. Salary $37,318

Avg. Salary $59,228

Stability Level
6.7

Growth Rate 10%

Growth Rate 0.3%

Diversity
6.5
Race

American Indian and Alaska Native 0.41%

Asian 11.10%

Black or African American 12.50%

Hispanic or Latino 15.12%

Unknown 5.30%

White 55.57%

Gender

female 28.16%

male 71.84%

Age - 41
Race

American Indian and Alaska Native 3.00%

Asian 7.00%

Black or African American 14.00%

Hispanic or Latino 19.00%

White 57.00%

Gender

female 47.00%

male 53.00%

Age - 41
Stress Level
6.7

Stress level is high

7.1 - high

Complexity Level
6.6

Complexity Level is challenging

7 - challenging

Work Life Balance
7.4

Work Life balance is good

6.4 - fair

What are the pros and cons of being a Help Desk Analyst?

Pros

  • Steady demand for help desk analysts in various industries

  • Possibility for career advancement within IT field

  • Opportunity to work with a wide range of people

  • Potential for flexible work schedules

  • Chance to work remotely

Cons

  • Long hours and shift work may be required

  • Repetitive nature of tasks may become tedious

  • Required to sit for extended periods of time

  • May be required to work weekends or holidays

  • Can be a thankless job, with little recognition or appreciation for hard work

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Help Desk Analyst career paths

Key steps to become a help desk analyst

  1. Explore help desk analyst education requirements

    Most common help desk analyst degrees

    Bachelor's

    49.6 %

    Associate

    33.1 %

    High School Diploma

    6.2 %
  2. Start to develop specific help desk analyst skills

    SkillsPercentages
    Customer Service14.70%
    Troubleshoot8.54%
    Technical Support6.44%
    Phone Calls4.44%
    Remote Desktop3.03%
  3. Complete relevant help desk analyst training and internships

    Accountants spend an average of 3-6 months on post-employment, on-the-job training. New help desk analysts learn the skills and techniques required for their job and employer during this time. The chart below shows how long it takes to gain competency as a help desk analyst based on U.S. Bureau of Labor Statistics data and data from real help desk analyst resumes.
  4. Gain additional help desk analyst certifications

    Help desk analyst certifications can show employers you have a baseline of knowledge expected for the position. Certifications can also make you a more competitive candidate. Even if employers don't require a specific help desk analyst certification, having one may help you stand out relative to other applicants.

    The most common certifications for help desk analysts include Security 5 Certification and Certified Network Computer Technician (CNCT).

    More About Certifications
  5. Research help desk analyst duties and responsibilities

    • Used Java script for client side validations and to achieve other client-side functionality.
    • Manage TCP/IP base campus data communications facilities.
    • Manage security, reliability, and configurations for data backup and recovery for client workstations.
    • Resolve technical issues with software applications, PCs, connectivity problems, and software/hardware installations and administrations.
  6. Prepare your help desk analyst resume

    When your background is strong enough, you can start writing your help desk analyst resume.

    You can use Zippia's AI resume builder to make the resume writing process easier while also making sure that you include key information that hiring managers expect to see on a help desk analyst resume. You'll find resume tips and examples of skills, responsibilities, and summaries, all provided by Zippi, your career sidekick.

    Choose From 10+ Customizable Help Desk Analyst Resume templates

    Build a professional Help Desk Analyst resume in minutes. Browse through our resume examples to identify the best way to word your resume. Then choose from 10+ resume templates to create your Help Desk Analyst resume.
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  7. Apply for help desk analyst jobs

    Now it's time to start searching for a help desk analyst job. Consider the tips below for a successful job search:

    1. Browse job boards for relevant postings
    2. Consult your professional network
    3. Reach out to companies you're interested in working for directly
    4. Watch out for job scams

How Did You Land Your First Help Desk Analyst Job

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Average help desk analyst salary

The average Help Desk Analyst salary in the United States is $37,318 per year or $18 per hour. Help desk analyst salaries range between $26,000 and $52,000 per year.

Average Help Desk Analyst Salary
$37,318 Yearly
$17.94 hourly

What Am I Worth?

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How do help desk analysts rate their job?

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Help Desk Analyst reviews

profile
A zippia user wrote a review on Nov 2023
Pros

You get to help a lot of people in many different ways as well as learning new things about technology

Cons

I have aids now due to the painfulness of sitting down all day


profile
A zippia user wrote a review on Jan 2022
Cons

There was nothing to like. Everyone was polite an hard workers

Pros

Working with The people


profile
A zippia user wrote a review on Jul 2020
Pros

I decided to go to technical support because I've been fascinated by technology all my life and I love working with the people as well. I want to use my technical know-how to solve directly the problems that customers have. I want to be the person who makes life easier and more enjoyable for people who have had a problem. This is what I like most as a technical Support.

Cons

I don't like sitting around being inactive. So I'll keep my self always busy


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Updated January 8, 2025

Zippia Research Team
Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

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