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What does a Help Desk Analyst do?

Updated January 8, 2025
8 min read
Quoted Expert
Ming Chow
What does a Help Desk Analyst do

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.

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Help desk analyst responsibilities

Here are examples of responsibilities from real help desk analyst resumes:

  • 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.
  • Analyze and resolve issues with Linux and Java base POS systems.
  • Provide user access support via VPN, SSL/VPN, CITRIX, for authentication and account issues.
  • Install, configure and troubleshoot desktops/laptops, operating systems and other software applications.
  • Maintain FrontRange ITSM knowledge base.
  • Create and maintain tickets using ITSM ticketing system.
  • Support UNIX environment for the front end point-of-sale portion of the stores.
  • Escalate issues to the proper department and follow up with all tasks until complete.
  • Used internet directory services software such as active directory software, DNS software and network directory software.
  • Used SCCM to find objects that are not pulling updates and possible security risks on the network.
  • Provide global support using various remote tools such as Microsoft SCCM, RDP, LogMeIn, etc.
  • Mass install of windows and mac base operating systems as well as providing solutions to hardware issues.

Help desk analyst skills and personality traits

We calculated that 15% of Help Desk Analysts are proficient in Customer Service, Troubleshoot, and Technical Support. They’re also known for soft skills such as Customer-service skills, Listening skills, and Problem-solving skills.

We break down the percentage of Help Desk Analysts that have these skills listed on their resume here:

  • Customer Service, 15%

    Provided excellent customer service to all pharmacies including international stores maintaining a 100% customer satisfaction on returned surveys.

  • Troubleshoot, 9%

    Integrated and troubleshoot network/internet connectivity issues

  • Technical Support, 6%

    Provide on-site and Remote Desktop Computer Technical Support to end-users on a variety of moderate to complex microcomputer technical issues.

  • Phone Calls, 4%

    Responded to incoming phone calls, providing initial problem determination and resolution.

  • Remote Desktop, 3%

    Provide assistance for device software updates and synchronization and compatibility issues across Microsoft and Mac OSX operating systems via remote desktop.

  • Technical Issues, 3%

    Maintained customer registry file Assisting users to reset their workstation passwords Troubleshooting technical issues over the phone Assisting users downloading new software

Most help desk analysts use their skills in "customer service," "troubleshoot," and "technical support" to do their jobs. You can find more detail on essential help desk analyst responsibilities here:

Customer-service skills. To carry out their duties, the most important skill for a help desk analyst to have is customer-service skills. Their role and responsibilities require that "computer support specialists must be patient and sympathetic." Help desk analysts often use customer-service skills in their day-to-day job, as shown by this real resume: "provided customer support for agency information systems and operated office equipment in a stand-alone, network, and mainframe environment. "

Listening skills. Many help desk analyst duties rely on listening skills. "support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation.," so a help desk analyst will need this skill often in their role. This resume example is just one of many ways help desk analyst responsibilities rely on listening skills: "listened attentively to callers needs to establish a positive customer experience maintained a ticketing queue, providing customer support via email. "

Problem-solving skills. Another skill that relates to the job responsibilities of help desk analysts is problem-solving skills. This skill is critical to many everyday help desk analyst duties, as "support workers must identify both simple and complex computer problems, analyze them, and solve them." This example from a resume shows how this skill is used: "manage and document customer support issues, remediation and customer satisfaction using a structured system for task resolution. "

Speaking skills. A big part of what help desk analysts do relies on "speaking skills." You can see how essential it is to help desk analyst responsibilities because "support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." Here's an example of how this skill is used from a resume that represents typical help desk analyst tasks: "created and presented training sessions for boeing help desk analysts in kent & bellevue, wa. "

Writing skills. Another common skill required for help desk analyst responsibilities is "writing skills." This skill comes up in the duties of help desk analysts all the time, as "strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as for real-time web chat interactions." An excerpt from a real help desk analyst resume shows how this skill is central to what a help desk analyst does: "supported plant floor automation equipment by creating/writing problem tickets and contacting the proper oracle and as/400 group for problem resolution. "

All help desk analyst skills

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Compare different help desk analysts

Help desk analyst vs. Information systems technician

An information systems technician is responsible for maintaining the efficiency of various network systems' performance. Information systems technicians provide network troubleshooting, upgrading systems for optimization, maintaining the security of databases, managing the interaction of networks, and inspecting and troubleshooting system inconsistencies. Additional duties include creating network designs based on clients' specifications, configuring software and hardware applications, and creating reports on system issues and resolutions. An information systems technician must have excellent knowledge of information systems procedures, programming languages, detecting malfunctions, and making resolutions promptly.

The annual salary of information systems technicians is $9,028 higher than the average salary of help desk analysts.While their salaries may differ, the common ground between help desk analysts and information systems technicians are a few of the skills required in each roleacirc;euro;trade;s responsibilities. In both careers, employee duties involve skills like customer service, troubleshoot, and technical support.

These skill sets are where the common ground ends though. The responsibilities of a help desk analyst are more likely to require skills like "strong problem-solving," "remedy," "helpdesk support," and "telephone calls." On the other hand, a job as an information systems technician requires skills like "user support," "network connectivity," "password resets," and "connectivity issues." As you can see, what employees do in each career varies considerably.

Information systems technicians earn the highest salaries when working in the government industry, with an average yearly salary of $63,116. On the other hand, help desk analysts are paid more in the government industry with an average salary of $42,262.information systems technicians tend to reach similar levels of education than help desk analysts. In fact, information systems technicians are 1.3% more likely to graduate with a Master's Degree and 0.2% more likely to have a Doctoral Degree.

Help desk analyst vs. Systems support

A systems support agent is responsible for resolving system applications and network issues, performing technical configuration, and upgrading systems infrastructure. A systems support representative conducts regular maintenance and diagnostic tests on the computer applications to ensure its optimal performance and efficiency to support business operations and avoid delays in deliverables. They also assist the technology team in designing backup systems and improve existing networks according to business requirements and specifications. They write resolution reports for reference to prevent the reoccurrence of system malfunction and inconsistencies.

On average, systems supports earn a $26,713 higher salary than help desk analysts a year.Only some things about these jobs are the same. Take their skills, for example. Help desk analysts and systems supports both require similar skills like "customer service," "troubleshoot," and "technical support" to carry out their responsibilities.

In addition to the difference in salary, there are some other key differences worth noting. For example, help desk analyst responsibilities are more likely to require skills like "phone calls," "strong problem-solving," "help desk," and "desk support." Meanwhile, a systems support has duties that require skills in areas such as "pc," "provides technical support," "desktop support," and "end user support." These differences highlight just how different the day-to-day in each role looks.

Systems supports may earn a higher salary than help desk analysts, but systems supports earn the most pay in the professional industry with an average salary of $72,760. On the other hand, help desk analysts receive higher pay in the government industry, where they earn an average salary of $42,262.In general, systems supports achieve similar levels of education than help desk analysts. They're 3.6% more likely to obtain a Master's Degree while being 0.2% more likely to earn a Doctoral Degree.

What technology do you think will become more important and prevalent for Help Desk Analysts in the next 3-5 years?

Ming ChowMing Chow LinkedIn Profile

Associate Teaching Professor, Tufts University

Infrastructure, including cloud and networking, Security, Machine Learning, and Data Science.

References:
1. cybersecurity
2. cybersecurity

Help desk analyst vs. Information technology technician

An information technology technician, also known as an IT technician, is responsible for ensuring that all computer systems in a company or organization are running smoothly and efficiently. Their duties primarily revolve around installing and maintaining systems, including software and hardware, and resolving any issues. They also provide technical support such as troubleshooting, navigation, and even system upgrades. Furthermore, an information technology technician can choose whether to work for a company or independently.

On average, information technology technicians earn higher salaries than help desk analysts, with a $11,713 difference per year.By looking over several help desk analysts and information technology technicians resumes, we found that both roles require similar skills in their day-to-day duties, such as "customer service," "troubleshoot," and "technical support." But beyond that, the careers look very different.

Some important key differences between the two careers include a few of the skills necessary to fulfill the responsibilities of each. Some examples from help desk analyst resumes include skills like "phone calls," "strong problem-solving," "help desk," and "remedy," whereas an information technology technician is more likely to list skills in "switches," "java," "html," and "network connectivity. "

Information technology technicians earn the highest salary when working in the finance industry, where they receive an average salary of $66,881. Comparatively, help desk analysts have the highest earning potential in the government industry, with an average salary of $42,262.information technology technicians typically earn similar educational levels compared to help desk analysts. Specifically, they're 0.1% more likely to graduate with a Master's Degree, and 0.1% more likely to earn a Doctoral Degree.

Help desk analyst vs. Information technology/support technician

An information technology (IT) support technician is an individual who is responsible for providing support and troubleshoots software and hardware problems faced by customers. As for larger organizations that have their own IT department, technicians must work together internally with their IT staff members. IT support technicians are involved in inspecting and resolving minor local area network and wireless network issues, which include TCP/IP, DHCP, and VPN. They are also required to obtain an associate's degree in computer science or related field.

Information technology/support technicians typically earn higher pay than help desk analysts. On average, information technology/support technicians earn a $8,273 higher salary per year.According to resumes from help desk analysts and information technology/support technicians, some of the skills necessary to complete the responsibilities of each role are similar. These skills include "customer service," "troubleshoot," and "phone calls. "

Even though a few skill sets overlap between help desk analysts and information technology/support technicians, there are some differences that are important to note. For one, a help desk analyst might have more use for skills like "technical support," "strong problem-solving," "help desk," and "remedy." Meanwhile, some responsibilities of information technology/support technicians require skills like "user support," "database," "switches," and "lan wan. "

Information technology/support technicians enjoy the best pay in the technology industry, with an average salary of $53,210. For comparison, help desk analysts earn the highest salary in the government industry.information technology/support technicians reach similar levels of education compared to help desk analysts, in general. The difference is that they're 0.7% more likely to earn a Master's Degree, and 0.1% less likely to graduate with a Doctoral Degree.

Types of help desk analyst

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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