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The differences between service desk analysts and help desk representatives can be seen in a few details. Each job has different responsibilities and duties. Additionally, a service desk analyst has an average salary of $45,397, which is higher than the $37,449 average annual salary of a help desk representative.
The top three skills for a service desk analyst include service desk, customer service and troubleshoot. The most important skills for a help desk representative are customer service, troubleshoot, and technical support.
| Service Desk Analyst | Help Desk Representative | |
| Yearly salary | $45,397 | $37,449 |
| Hourly rate | $21.83 | $18.00 |
| Growth rate | - | 10% |
| Number of jobs | 55,828 | 51,501 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 50% | Bachelor's Degree, 46% |
| Average age | 37 | 42 |
| Years of experience | - | 2 |
Service Desk Analysts are information technology (IT) employees who usually oversee the helpdesk hotline of the IT department. They address the technical concerns of other employees or even clients of the company. They also help in installing, repairing, and maintaining the different IT systems in the company. Service Desk Analysts resolve issues related to software, hardware, and other related systems. They also manage information related to these concerns and analyze these concerns. They identify trends or patterns and anticipate concerns that might come in the future. Service Desk Analysts may recommend steps to ensure that these concerns will not come up again.
A help desk representative mainly provides client support services through face-to-face interactions, aiming to resolve issues and concerns to ensure client satisfaction. Their responsibilities include answering inquiries, assisting clients in filling up forms, identifying their needs, providing detailed solutions, and referring them to other services as needed. Aside from face-to-face interactions, there are also instances where a help desk representative may provide services through calls and correspondence, troubleshoot problems, and provide step-by-step instructions according to the clients' needs.
Service desk analysts and help desk representatives have different pay scales, as shown below.
| Service Desk Analyst | Help Desk Representative | |
| Average salary | $45,397 | $37,449 |
| Salary range | Between $30,000 And $67,000 | Between $29,000 And $48,000 |
| Highest paying City | New York, NY | Stow, OH |
| Highest paying state | New York | New York |
| Best paying company | The Citadel | City of Jacksonville |
| Best paying industry | Technology | Technology |
There are a few differences between a service desk analyst and a help desk representative in terms of educational background:
| Service Desk Analyst | Help Desk Representative | |
| Most common degree | Bachelor's Degree, 50% | Bachelor's Degree, 46% |
| Most common major | Information Technology | Business |
| Most common college | - | Stanford University |
Here are the differences between service desk analysts' and help desk representatives' demographics:
| Service Desk Analyst | Help Desk Representative | |
| Average age | 37 | 42 |
| Gender ratio | Male, 74.4% Female, 25.6% | Male, 52.0% Female, 48.0% |
| Race ratio | Black or African American, 10.5% Unknown, 7.1% Hispanic or Latino, 17.8% Asian, 12.3% White, 50.7% American Indian and Alaska Native, 1.7% | Black or African American, 12.0% Unknown, 5.4% Hispanic or Latino, 16.1% Asian, 10.5% White, 55.5% American Indian and Alaska Native, 0.4% |
| LGBT Percentage | 13% | 11% |