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Become A Service Desk Analyst

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Working As A Service Desk Analyst

  • Performing for or Working Directly with the Public
  • Interacting With Computers
  • Making Decisions and Solving Problems
  • Getting Information
  • Communicating with Supervisors, Peers, or Subordinates
  • Deal with People

  • Unpleasant/Angry People

  • Repetitive

  • $49,000

    Average Salary

What Does A Service Desk Analyst Do

Information clerks perform routine clerical duties such as maintaining records, collecting data, and providing information to customers.

Duties

Information clerks typically do the following:

  • Prepare routine reports, claims, bills, or orders
  • Collect and record data from customers, staff, and the public
  • Answer questions from customers and the public about products or services
  • File and maintain paper or electronic records

Information clerks perform routine office support functions in an organization, business, or government. They use telephones, computers, and other office equipment such as scanners and fax machines.

Correspondence clerks respond to inquiries from the public or customers. They prepare standard responses to requests for merchandise, damage claims, delinquent accounts, incorrect billings, or complaints about unsatisfactory services. They also may review the organization’s records and type response letters for their supervisors to sign.

Court clerks organize and maintain court records. They prepare the calendar of cases, also known as the docket, and inform attorneys and witnesses about court appearances. Court clerks also receive, file, and forward court documents.

Eligibility interviewers conduct interviews both in person and over the phone to determine if applicants qualify for government assistance and benefits. They answer applicants’ questions about programs and may refer them to other agencies for assistance.

File clerks maintain electronic or paper records. They enter and retrieve data, organize records, and file documents. In organizations with electronic filing systems, file clerks scan and upload documents.

Hotel, motel, and resort desk clerks, also called front desk clerks, provide customer service to guests at the establishment’s front desk. They check guests in and out, assign rooms, and process payments. They also keep occupancy records; take, confirm, or change room reservations; and provide information on the hotel’s policies and services. In addition, front desk clerks answer phone calls, take and deliver messages for guests, and handle guests’ requests and complaints. For example, when guests report problems in their rooms, clerks coordinate with maintenance staff to resolve the issue.

Human resources assistants provide administrative support to human resources managers. They maintain personnel records on employees, including their addresses, employment history, and performance evaluations. They may post information about job openings and compile candidates’ résumés for review.

Interviewers conduct interviews over the phone, in person, through mail, or online. They use the information to complete forms, applications, or questionnaires for market research surveys, census forms, and medical histories. Interviewers typically follow set procedures and questionnaires to obtain specific information.

License clerks process applications for licenses and permits, administer tests, and collect application fees. They determine if applicants are qualified to receive particular licenses or if additional documentation needs to be submitted. They also maintain records of applications received and licenses issued.

Municipal clerks provide administrative support for town or city governments by maintaining government records. They record, maintain, and distribute minutes of town and city council meetings to local officials and staff and help prepare for elections. They also may answer requests for information from local, state, and federal officials and the public.

Order clerks receive orders from customers and process payments. For example, they may enter customer information, such as addresses and payment methods, into the order entry system. They also answer questions about prices and shipping.

Reservation and transportation ticket agents and travel clerks take and confirm passengers’ reservations for hotels and transportation. They also sell and issue tickets and answer questions about itineraries, rates, and package tours. Ticket agents who work at airports and railroads also check bags and issue boarding passes to passengers.

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How To Become A Service Desk Analyst

Information clerks typically need a high school diploma and learn their skills on the job. Employers may prefer to hire candidates with some college education or an associate’s degree, depending on the occupation.

Education

Candidates typically need a high school diploma for most positions. However, employers may prefer to hire candidates with some college education or an associate’s degree. This is particularly true for eligibility interviewers, human resources assistants, and municipal clerks. Courses in social sciences, as well as word processing and spreadsheet applications, are particularly helpful.

Training

Most information clerks receive short-term on-the-job training, usually lasting a few weeks. Training typically covers clerical procedures and the use of computer applications. Those employed in government receive training that may last several months and include learning about various government programs and regulations.

Advancement

Some information clerks may advance to other administrative positions with more responsibilities, such as office supervisor or office manager. With completion of a bachelor’s degree, some human resources assistants may become human resources specialists.

Important Qualities

Communication skills. Information clerks must be able to explain policies and procedures clearly to customers and the public.

Integrity. Information clerks, particularly human resources assistants, have access to confidential information. They must be trusted to adhere to the applicable confidentiality and privacy rules governing the dissemination of this information.

Interpersonal skills. Information clerks who work with the public and customers must understand and communicate information effectively in order to establish positive relationships.

Organizational skills. Information clerks must be able to retrieve files and other important information quickly and efficiently.

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Service Desk Analyst Jobs

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Service Desk Analyst Career Paths

Service Desk Analyst
Systems Administrator Network Engineer Network Administrator
Information Technology Manager
7 Yearsyrs
Systems Administrator Consultant
Project Manager
7 Yearsyrs
Systems Administrator Consultant Project Manager
Owner
7 Yearsyrs
Team Leader Supervisor Assistant Manager
Account Manager
5 Yearsyrs
Team Leader Supervisor Manager
Service Manager
6 Yearsyrs
Team Leader Manager Owner
Co-Owner
6 Yearsyrs
Level Senior Technician Information Technology Manager Project Manager
Marketing Manager
5 Yearsyrs
Level Senior Technician Information Technology Manager Owner
Marketing Director
7 Yearsyrs
Level Senior Technician Information Technology Manager Director
Founder And Chief Executive Officer
7 Yearsyrs
Information Technology Analyst Business Analyst Account Manager
Sales Account Manager
6 Yearsyrs
Information Technology Analyst Business Analyst Assistant Manager
Support Manager
5 Yearsyrs
Information Technology Analyst Information Technology Administrator Systems Engineer
Systems Manager
6 Yearsyrs
Systems Analyst Network Engineer Network Administrator
Information Systems Manager
6 Yearsyrs
Systems Analyst Consultant Senior Programmer Analyst
Application Manager
9 Yearsyrs
Systems Analyst Project Leader Group Leader
Laboratory Manager
5 Yearsyrs
Manager Account Manager Relationship Manager
Client Relationship Manager
7 Yearsyrs
Technical Analyst Business Analyst Senior Analyst
Senior Team Lead
5 Yearsyrs
Technical Analyst Senior Systems Engineer Senior System Administrator
Information Technology Supervisor, Information Technology
6 Yearsyrs
Management Analyst Account Executive Major Account Executive
Solution Specialist
5 Yearsyrs
Technical Analyst Senior Software Engineer Software Development Manager
Information Technology Development Manager
8 Yearsyrs
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Do you work as a Service Desk Analyst?

Help others decide if this is a good career for them

Average Length of Employment
Support Analyst 2.4 years
Help Desk Analyst 2.0 years
Service Desk Agent 1.8 years
Top Careers Before Service Desk Analyst
Internship 3.5%
Cashier 2.7%
Technician 2.3%
Top Careers After Service Desk Analyst
Analyst 2.9%

Do you work as a Service Desk Analyst?

Service Desk Analyst Demographics

Gender

Male

66.4%

Female

25.8%

Unknown

7.8%
Ethnicity

White

59.1%

Hispanic or Latino

15.5%

Black or African American

12.0%

Asian

9.0%

Unknown

4.3%
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Foreign Languages Spoken

Spanish

50.4%

French

11.4%

Portuguese

6.5%

Mandarin

5.7%

Chinese

5.7%

Japanese

3.3%

Cantonese

2.4%

German

2.4%

Dutch

1.6%

Korean

1.6%

Italian

1.6%

Vietnamese

0.8%

Hmong

0.8%

Cheyenne

0.8%

Hungarian

0.8%

Turkish

0.8%

Tigrinya

0.8%

Dari

0.8%

Bengali

0.8%

Russian

0.8%
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Service Desk Analyst Education

Schools

University of Phoenix

19.3%

Strayer University

11.2%

Western Governors University

7.3%

University of Maryland - University College

6.2%

Northern Virginia Community College

5.6%

Kaplan University

4.6%

ECPI University

4.0%

Prince George's Community College

4.0%

George Mason University

4.0%

Baker College

4.0%

University of Wisconsin - Milwaukee

3.5%

Colorado Technical University

3.5%

Macomb Community College

3.3%

Community College of the Air Force

2.9%

American InterContinental University

2.9%

University of Houston

2.9%

Wake Technical Community College

2.7%

University of Cincinnati

2.7%

Ashford University

2.7%

Pennsylvania State University

2.7%
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Majors

Information Technology

19.1%

Computer Information Systems

14.7%

Computer Science

12.4%

Business

12.3%

Computer Networking

10.0%

Information Systems

4.3%

Criminal Justice

3.3%

Management Information Systems

2.8%

Computer Systems Security

2.7%

Electrical Engineering

2.6%

Computer Engineering

2.0%

Communication

2.0%

Psychology

1.7%

General Studies

1.5%

Project Management

1.5%

Electrical Engineering Technology

1.4%

Computer Technical Support

1.4%

Computer Applications

1.4%

Management

1.4%

Finance

1.4%
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Degrees

Bachelors

42.4%

Associate

22.8%

Other

20.1%

Masters

8.4%

Certificate

3.9%

Diploma

2.2%

License

0.1%

Doctorate

0.1%
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Job type you want
Full Time
Part Time
Internship
Temporary
Average Yearly Salary
$49,000
View Detailed Salary Report
$33,000
Min 10%
$49,000
Median 50%
$49,000
Median 50%
$49,000
Median 50%
$49,000
Median 50%
$49,000
Median 50%
$49,000
Median 50%
$49,000
Median 50%
$71,000
Max 90%
Best Paying Company
Citi
Highest Paying City
San Francisco, CA
Highest Paying State
Alaska
Avg Experience Level
1.7 years
How much does a Service Desk Analyst make at top companies?
The national average salary for a Service Desk Analyst in the United States is $49,129 per year or $24 per hour. Those in the bottom 10 percent make under $33,000 a year, and the top 10 percent make over $71,000.

Real Service Desk Analyst Salaries

Job Title Company Location Start Date Salary
Mac Service Desk Analyst Christie's Inc. New York, NY Dec 23, 2011 $73,000
Service Desk Analyst Citadel Ny, Inc. New York, NY Oct 01, 2014 $63,299
Service Desk Analyst Citadel Ny, Inc. New York, NY Oct 01, 2011 $59,104
Service Desk Analyst Virteva LLC Saint Louis Park, MN Sep 01, 2012 $45,000 -
$52,000
Service Desk Analyst Virteva LLC Saint Louis Park, MN Sep 01, 2012 $44,533 -
$46,000
Service Desk Analyst Virteva LLC Saint Louis Park, MN Oct 01, 2012 $44,533 -
$46,000
Service Desk Analyst Texas Wesleyan University Fort Worth, TX May 14, 2013 $34,466

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Top Skills for A Service Desk Analyst

  1. Technical Support
  2. Computer Hardware
  3. Remote Access
You can check out examples of real life uses of top skills on resumes here:
  • Provided technical support and continued with my previous responsibilities.
  • Performed troubleshooting procedures and solved technical problems on computer hardware, software, components and network connectivity.
  • Served as administrator for Remote Access, AT&T Global Network Client, Blackberry Devices, and Blackberry Enterprise Server.
  • Assisted end users with Directory Services/Active Directory additions, deletions, and modifications.
  • Participate in team projects that enhance the quality or efficiency of Service Desk and assist with special product-related issues as needed.

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Top Service Desk Analyst Employers

Jobs From Top Service Desk Analyst Employers

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