How to hire a service desk analyst

How to hire a service desk analyst, step by step

Here's a step-by-step service desk analyst hiring guide:

• Step 1: Identify your hiring needs
• Step 2: Create an ideal candidate profile
• Step 3: Make a budget
• Step 4: Write a service desk analyst job description
• Step 5: Post your job
• Step 6: Interview candidates
• Step 7: Send a job offer and onboard your new service desk analyst
• Step 8: Go through the hiring process checklist

What does a service desk analyst do?

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1. Identify your hiring needs

   Before you start hiring a service desk analyst, identify what type of worker you actually need. Certain positions might call for a full-time employee, while others can be done by a part-time worker or contractor.

   Determine employee vs contractor status

   Is the person you're thinking of hiring a US citizen or green card holder?

   Yes

   No

   Hiring the perfect service desk analyst also involves considering the ideal background you'd like them to have. Depending on what industry or field they have experience in, they'll bring different skills to the job. It's also important to consider what levels of seniority and education the job requires and what kind of salary such a candidate would likely demand.

   This list shows salaries for various types of service desk analysts.

   Type of Service Desk Analyst	Description	Hourly rate
   Service Desk Analyst	Information clerks perform routine clerical duties such as maintaining records, collecting data, and providing information to customers.	$14-32
   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... Show more	$13-39
   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... Show more	$13-35

   Show more

2. Create an ideal candidate profile

   Common skills:

   • Service Desk
   • Customer Service
   • Troubleshoot
   • Technical Support
   • Phone Calls
   • ITIL
   • Incident Management
   • Remedy
   • Citrix
   • Desk Support
   • VPN
   • Remote Desktop
   • Customer Support
   • Excellent Interpersonal

   Check all skills

   Responsibilities:

   • Used SharePoint to manage and enter in help desk ticket information for health information exchange and electronic health record vendor issues.
   • Design and manage company wide imaging infrastructure.
   • Best-Inform administrator managing application from UNIX server.
   • Manage OS re-imaging and data recovery for rent equipment.
   • Manage security, reliability, and configurations for data backup and recovery for client workstations.
   • Diagnose, investigate and report operational systems errors using Citrix and ITSM.

   More service desk analyst duties

3. Make a budget

   Including a salary range in your service desk analyst job description is one of the best ways to attract top talent. A service desk analyst can vary based on:

   • Location. For example, service desk analysts' average salary in kansas is 55% less than in new york.
   • Seniority. Entry-level service desk analysts 55% less than senior-level service desk analysts.
   • Certifications. A service desk analyst with certifications usually earns a higher salary.
   • Company. Working for an established firm or a new start-up company can make a big difference in a service desk analyst's salary.

   Average service desk analyst salary

   $45,397yearly

   $21.83 hourly rate

   ---

   Entry-level service desk analyst salary

   $30,000 yearly salary

   Updated December 21, 2025

   Average service desk analyst salary by state

   Rank	State	Avg. salary	Hourly rate
   1	New York	$73,762	$35
   2	California	$61,876	$30
   3	Maryland	$59,027	$28
   4	District of Columbia	$57,230	$28
   5	Massachusetts	$57,092	$27
   6	Washington	$56,210	$27
   7	Nevada	$51,865	$25
   8	Minnesota	$48,856	$23
   9	Virginia	$46,176	$22
   10	Wisconsin	$46,026	$22
   11	Arizona	$44,710	$22
   12	Illinois	$44,303	$21
   13	Ohio	$44,107	$21
   14	Florida	$43,329	$21
   15	Colorado	$42,904	$21
   16	Indiana	$42,157	$20
   17	Missouri	$41,644	$20
   18	Texas	$41,204	$20
   19	North Carolina	$40,530	$19
   20	Tennessee	$40,485	$19

   Average service desk analyst salary by company

   Company

   Rank	Company	Average salary	Hourly rate	Job openings
   1	The Citadel	$131,008	$62.98
   2	Simpson Thacher & Bartlett	$96,488	$46.39	1
   3	VMware	$89,801	$43.17
   4	Citi	$83,597	$40.19	2
   5	Legal & General Investment Management America	$83,388	$40.09	3
   6	NTT Data International L.L.C.	$83,305	$40.05	43
   7	Wabtec Corporation	$80,524	$38.71
   8	Infosys Public Service	$79,520	$38.23	14
   9	Westinghouse Appliances Australia	$76,070	$36.57	1
   10	Deloitte	$74,813	$35.97	320
   11	BNY Mellon	$74,315	$35.73	1
   12	JPMorgan Chase & Co.	$73,314	$35.25	40
   13	Collabera	$72,609	$34.91	52
   14	RS&H	$71,495	$34.37
   15	Pattern Energy Group	$71,376	$34.32	3
   16	Ebix	$70,009	$33.66	2
   17	General Electric	$68,377	$32.87
   18	Zensar Technologies	$67,831	$32.61	3
   19	PROLIM	$67,350	$32.38
   20	First Republic Bank	$67,132	$32.27

4. Writing a service desk analyst job description

   A service desk analyst job description should include a summary of the role, required skills, and a list of responsibilities. It's also good to include a salary range and the first name of the hiring manager. To help get you started, here's an example of a service desk analyst job description:

   Service desk analyst job description example

   The Service Desk Analyst provides front-line technical support to the Bank by responding to Incidents and Requests reported by users through multiple channels; voice, email, IM, etc.
   What you'll do as a Service Desk Analyst (L1):
   Provide front line technical support to the Bank by responding to incidents and requests reported by users through multiple channels; voice, email, IM, social media, etc.
   Provide superior, high-touch service by engaging mature interpersonal, communication and telephone handling skills.
   Provide highest levels of availability within the system during scheduled working hours while applying performance behaviors aligned with guidelines and standards designed to enable agents to consistently deliver effective results and to ensure the highest level of productivity and user satisfaction.
   Provide troubleshooting support for a wide variety of 3rd party applications, Microsoft Office 365, PCs, Laptops, Peripherals, IP Phones, Network, Internet Browsers, Outlook 365, Active Directory and Exchange, Win10/mac OS operating systems, etc. and engage escalation support processes in a timely fashion using sound judgment and self-initiative.
   Support the team; be highly collaborative. Seek and share knowledge among colleagues throughout the End User Services team. Leverage Level 2 and Level 3 teammates for troubleshooting and procedural support.
   Strive to achieve resolution of all interactions on first call whenever possible while proactively and conscientiously balancing competing demands in a fast-paced environment.
   Remains informed of job-related issues through networking, training programs, seminars, and trade publications.
   Attend weekly team meetings and scheduled group- and firm-wide meetings.
   Perform other duties when assigned.
   
   Required Skills/Experience/Education:
   You could be a great fit if you have: Customer Service - Must demonstrate mature interpersonal and communication skills and behaviors.
   Experience successfully delivering technical support via telephone in a high-call volume environment is strongly desired.
   Must have excellent organizational and multitasking skills, including the ability to meet deadlines, follow written procedures, while maintaining superior customer service at all times with all users.
   Requires the disposition and ability to adapt to ongoing changes and the adoption of new technologies in a rapidly evolving IT environment.
   Familiarity with service management frameworks strongly desired. ITIL Certification or similar, a plus.
   Job demands: Must be able to review and analyze data reports and manuals; must be computer proficient. Must be able to communicate effectively via telephone and in person.
   
   #LI-FRESH

   Copy this example

   

5. Post your job

   There are various strategies that you can use to find the right service desk analyst for your business:

   • Consider promoting from within or recruiting from your existing workforce.
   • Ask for referrals from friends, family members, and current employees.
   • Attend job fairs at local colleges to find candidates who meet your education requirements.
   • Use social media platforms like LinkedIn, Facebook, and Twitter to reach potential job candidates.

   Post your job online:

   • Post your service desk analyst job on Zippia to find and recruit service desk analyst candidates who meet your exact specifications.
   • Use field-specific websites.
   • Post a job on free websites.

6. Interview candidates

   Your first interview with service desk analyst candidates should focus on their interest in the role and background experience. As the hiring process goes on, you can learn more about how they'd fit into the company culture in later rounds of interviews.

   Remember to include a few questions that allow candidates to expand on their strengths in their own words. Asking about their unique skills might reveal things you'd miss otherwise. At this point, good candidates can move on to the technical interview.

   The right interview questions can help you assess a candidate's hard skills, behavioral intelligence, and soft skills.

7. Send a job offer and onboard your new service desk analyst

   Once you have selected a candidate for the service desk analyst position, it is time to create an offer letter. In addition to salary, the offer letter should include details about benefits and perks that are available to the employee. Ensuring your offer is competitive is vital, as qualified candidates may be considering other job opportunities. The candidate may wish to negotiate the terms of the offer, and it is important to be open to discussion and reach a mutually beneficial agreement. After the offer has been accepted, it is a good idea to formalize the agreement with a contract.

   It's also important to follow up with applicants who do not get the job with an email letting them know that the position is filled.

   After that, you can create an onboarding schedule for a new service desk analyst. Human Resources and the hiring manager should complete Employee Action Forms. Human Resources should also ensure that onboarding paperwork is completed, including I-9s, benefits enrollment, federal and state tax forms, etc., and that new employee files are created.

8. Go through the hiring process checklist

   • Determine employee type (full-time, part-time, contractor, etc.)
   • Submit a job requisition form to the HR department
   • Define job responsibilities and requirements
   • Establish budget and timeline
   • Determine hiring decision makers for the role
   • Write job description
   • Post job on job boards, company website, etc.
   • Promote the job internally
   • Process applications through applicant tracking system
   • Review resumes and cover letters
   • Shortlist candidates for screening
   • Hold phone/virtual interview screening with first round of candidates
   • Conduct in-person interviews with top candidates from first round
   • Score candidates based on weighted criteria (e.g., experience, education, background, cultural fit, skill set, etc.)
   • Conduct background checks on top candidates
   • Check references of top candidates
   • Consult with HR and hiring decision makers on job offer specifics
   • Extend offer to top candidate(s)
   • Receive formal job offer acceptance and signed employment contract
   • Inform other candidates that the position has been filled
   • Set and communicate onboarding schedule to new hire(s)
   • Complete new hire paperwork (i9, benefits enrollment, tax forms, etc.)

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