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Become A Service Desk Analyst

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Working As A Service Desk Analyst

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $87,792

    Average Salary

What Does A Service Desk Analyst Do

Computer support specialists provide help and advice to people and organizations using computer software or equipment. Some, called computer network support specialists, support information technology (IT) employees within their organization. Others, called computer user support specialists, assist non-IT users who are having computer problems.

Duties

Computer network support specialists typically do the following:

  • Test and evaluate existing network systems
  • Perform regular maintenance to ensure that networks operate correctly
  • Troubleshoot local area networks (LANs), wide area networks (WANs), and Internet systems

Computer network support specialists, also called technical support specialists, usually work in their organization’s IT department. They help IT staff analyze, troubleshoot, and evaluate computer network problems. They play an important role in the routine maintenance of their organization’s networks such as performing file backups on the network. Maintenance can be performed daily, weekly, or monthly and is important to an organization’s disaster recovery efforts. Solving an IT problem promptly is important because organizations depend on their network systems. Network support specialists may assist the organization’s computer users through phone, email, or in-person visits. They often work under network and computer systems administrators, who handle more complex tasks.

Computer user support specialists typically do the following:

  • Pay attention to customers’ descriptions of their computer problems
  • Ask customers questions to properly diagnose the problem
  • Walk customers through the recommended problem-solving steps
  • Set up or repair computer equipment and related devices
  • Train users to work with new computer hardware or software, such as printers, word-processing software, and email
  • Provide other team members and managers in the organization with information about what gives customers the most trouble and about other concerns customers have

Computer user support specialists, also called help-desk technicians, usually provide technical help to non-IT computer users. They respond to phone and email requests for help. They can usually help users remotely, but they also may make site visits so that they can solve a problem in person.

Help-desk technicians may solve a range of problems that vary with the industry and the particular firm. Some technicians work for large software companies or for support service firms and must give instructions to business customers on how to use business-specific programs such as an electronic health records program used in hospitals or physicians’ offices. Sometimes they work with other technicians to resolve problems.

Other help-desk technicians work in call centers, answering simpler questions from non-business customers. They may walk customers through basic steps in re-establishing an Internet connection or troubleshooting household IT products such as a Wi-Fi router.

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How To Become A Service Desk Analyst

Because of the wide range of skills used in different computer support jobs, there are many paths into the occupation. A bachelor’s degree is required for some computer support specialist positions, but an associate’s degree or postsecondary classes may be enough for others.

Education

Education requirements for computer support specialists vary. Computer user support specialist jobs require some computer knowledge, but not necessarily a postsecondary degree. Applicants who have taken some computer-related classes are often qualified. For computer network support specialists, many employers accept applicants with an associate’s degree, although some prefer applicants to have a bachelor’s degree.

Large software companies that provide support to business users who buy their products or services often require a bachelor’s degree. Positions that are more technical are likely to require a degree in a field such as computer science, engineering, or information science, but for others, the applicant’s field of study is less important.

To keep up with changes in technology, many computer support specialists continue their education throughout their careers.

Certification

Certification programs are generally offered by vendors or from vendor-neutral certification providers. Certification validates the knowledge of and best practices required by computer support specialists. Companies may require their computer support specialists to hold certifications in the products the companies use.

Advancement

Many computer support specialists advance to other information technology positions, such as network and computer systems administrators and software developers. Some become managers in the computer support services department. Some organizations provide paths for support specialists to move into other parts of the organization, such as sales. For more information, see the profiles on network and computer systems administrators and software developers.

Important Qualities

Customer-service skills. Computer support specialists must be patient and sympathetic. They must often help people who are frustrated with the software or hardware they are trying to use.

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.

Problem-solving skills. Support workers must identify both simple and complex computer problems, analyze them, and solve them.

Speaking skills. Support workers must describe the solutions to computer problems in a way that a nontechnical person can understand.

Writing skills. Strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as real-time web chat interactions.

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Service Desk Analyst Jobs

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Service Desk Analyst Career Paths

Service Desk Analyst
Desktop Support Consultant Information Systems Technician Technical Support Specialist
Help Desk Manager
6 Yearsyrs
Desktop Support Consultant Desktop Support Technician Network Administrator
Information Systems Manager
6 Yearsyrs
Infrastructure Analyst Desktop Support Analyst Systems Administrator
Information Technology Contractor
6 Yearsyrs
Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Systems Administrator Network Engineer Network Administrator
Information Technology Manager
8 Yearsyrs
Level Senior Technician Systems Engineer Information Technology Manager
Information Technology Operations Manager
9 Yearsyrs
Technical Analyst Business Analyst Information Technology Manager
Information Technology Support Manager
8 Yearsyrs
Technical Analyst Lead Technician Technical Support Specialist
Level Senior Technician
6 Yearsyrs
Level Senior Technician Systems Administrator Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Infrastructure Analyst Information Technology/Support Technician Information Technology Specialist
Senior Information Technology Specialist
8 Yearsyrs
Desktop Support Analyst Support Analyst
Senior Support Analyst
6 Yearsyrs
Technical Support Engineer Information Technology Consultant Support Specialist
Senior Support Specialist
5 Yearsyrs
Operations Analyst Systems Analyst Information Technology Consultant
Senior Support Technician
5 Yearsyrs
Systems Analyst Senior Software Engineer Technical Analyst
Senior Technical Analyst
7 Yearsyrs
Systems Analyst Lead Technician Technical Support Specialist
Senior Technical Support Specialist
5 Yearsyrs
Information Technology Analyst Business Analyst Information Technology Project Manager
Service Delivery Manager
11 Yearsyrs
Information Technology Analyst Analyst Systems Analyst
Systems Manager
7 Yearsyrs
Operations Analyst Network Administrator Technical Support Engineer
Technical Account Manager
7 Yearsyrs
Desktop Support Analyst Systems Administrator Senior Software Engineer
Technical Manager
7 Yearsyrs
Technical Support Engineer Network Engineer Network Administrator
Technical Services Manager
7 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 2.3 years
Help Desk Analyst 2.1 years
Service Desk Agent 1.7 years
Top Employers Before
Internship 3.7%
Technician 2.4%
Top Employers After
Analyst 2.6%

Do you work as a Service Desk Analyst?

Service Desk Analyst Demographics

Gender

Male

71.2%

Female

26.4%

Unknown

2.4%
Ethnicity

White

59.2%

Hispanic or Latino

15.7%

Black or African American

12.0%

Asian

8.7%

Unknown

4.4%
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Foreign Languages Spoken

Spanish

49.0%

French

11.0%

Mandarin

6.0%

Portuguese

6.0%

Chinese

6.0%

Cantonese

3.0%

Japanese

3.0%

Dutch

2.0%

Korean

2.0%

German

2.0%

Vietnamese

1.0%

Hmong

1.0%

Hindi

1.0%

Hawaiian

1.0%

Turkish

1.0%

Tigrinya

1.0%

Dari

1.0%

Bengali

1.0%

Russian

1.0%

Albanian

1.0%
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Service Desk Analyst Education

Schools

University of Phoenix

19.2%

Strayer University

10.8%

Western Governors University

7.6%

University of Maryland - University College

6.7%

Northern Virginia Community College

6.4%

Prince George's Community College

4.4%

Colorado Technical University

4.4%

Kaplan University

4.1%

ECPI University

3.8%

George Mason University

3.8%

Wake Technical Community College

3.5%

American InterContinental University

3.2%

University of Houston

3.2%

Capella University

3.2%

University of Cincinnati

2.9%

Community College of the Air Force

2.9%

Western Washington University

2.6%

Pennsylvania State University

2.6%

University of Wisconsin - Milwaukee

2.6%

ITT Technical Institute - Indianapolis

2.3%
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Majors

Information Technology

18.3%

Computer Information Systems

14.8%

Computer Science

12.9%

Business

12.5%

Computer Networking

10.9%

Information Systems

3.8%

Criminal Justice

3.2%

Computer Systems Security

2.8%

Management Information Systems

2.8%

Electrical Engineering

2.7%

Computer Engineering

1.9%

Communication

1.8%

General Studies

1.7%

Psychology

1.6%

Computer Technical Support

1.5%

Project Management

1.4%

Computer Applications

1.4%

Electrical Engineering Technology

1.4%

Liberal Arts

1.3%

Management

1.3%
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Degrees

Bachelors

41.6%

Associate

22.6%

Other

21.4%

Masters

8.2%

Certificate

3.7%

Diploma

2.2%

Doctorate

0.2%

License

0.1%
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Job type you want
Full Time
Part Time
Internship
Temporary

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

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  1. Computer
  2. Active Directory
  3. Remote Access
You can check out examples of real life uses of top skills on resumes here:
  • Support included specification, installation, and testing of computer systems and peripherals within established standards and guidelines.
  • Created Security Groups and Distribution lists within Active Directory.
  • Served as administrator for Remote Access, AT&T Global Network Client, Blackberry Devices, and Blackberry Enterprise Server.
  • Delivered excellent technical and non-technical support with outstanding customer service, satisfaction and timeliness.
  • Receive regular recognition for providing exceptional customer service, including no less than 11 emails from customers complimenting customer service skills.

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