Service desk associate vs service desk analyst

The differences between service desk associates and service desk analysts 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 $40,699 average annual salary of a service desk associate.

The top three skills for a service desk associate include service desk, customer service and sales floor. The most important skills for a service desk analyst are service desk, customer service, and troubleshoot.

Service desk associate vs service desk analyst overview

	Service Desk Associate	Service Desk Analyst
Yearly salary	$40,699	$45,397
Hourly rate	$19.57	$21.83
Growth rate	-4%	-
Number of jobs	99,676	55,828
Job satisfaction	-	-
Most common degree	Bachelor's Degree, 33%	Bachelor's Degree, 50%
Average age	40	37
Years of experience	12	-

What does a service desk associate do?

A service desk associate will answer and respond to the inquiries and requests from both employees and customers, either through telephone calls, emails, or in person. Your duties as a service desk associate will vary depending on the sector you work in. These duties may include capturing and validating queries and issues for processing, communicating with users via different channels, and advising users on the appropriate action to address their concerns. You will also be responsible for escalating unresolved issues to a much higher support level and providing security support and advice.

What does a service desk analyst do?

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.

Service desk associate vs service desk analyst salary

Service desk associates and service desk analysts have different pay scales, as shown below.

	Service Desk Associate	Service Desk Analyst
Average salary	$40,699	$45,397
Salary range	Between $15,000 And $105,000	Between $30,000 And $67,000
Highest paying City	-	New York, NY
Highest paying state	-	New York
Best paying company	-	The Citadel
Best paying industry	-	Technology

Differences between service desk associate and service desk analyst education

There are a few differences between a service desk associate and a service desk analyst in terms of educational background:

	Service Desk Associate	Service Desk Analyst
Most common degree	Bachelor's Degree, 33%	Bachelor's Degree, 50%
Most common major	Business	Information Technology
Most common college	-	-

Service desk associate vs service desk analyst demographics

Here are the differences between service desk associates' and service desk analysts' demographics:

	Service Desk Associate	Service Desk Analyst
Average age	40	37
Gender ratio	Male, 23.6% Female, 76.4%	Male, 74.4% Female, 25.6%
Race ratio	Black or African American, 11.0% Unknown, 5.2% Hispanic or Latino, 17.7% Asian, 6.2% White, 59.2% American Indian and Alaska Native, 0.7%	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%
LGBT Percentage	7%	13%

Differences between service desk associate and service desk analyst duties and responsibilities

Service desk associate example responsibilities.

Manage cash balances and inventory stock accurately; ensure cleanliness of all work stations and guarantee excellent customer service.
Realign the service desk to ITIL framework with emphasis on incident and problem management.
Develop SLA's for improve customer satisfaction and implement customer satisfaction surveys.
Count, balance and reconcile daily business transaction totals and record information into POS system.
Operate a POS system with a high volume of purchases, or return product to the store.
Define, implement and monitor KPI's and target to drive efficiency improvements within the local I.T.

Service desk analyst example 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.

Service desk associate vs service desk analyst skills

Common service desk associate skills

Service Desk, 19%
Customer Service, 12%
Sales Floor, 10%
Front End, 10%
Customer Calls, 9%
Customer Care, 9%

Common service desk analyst skills

Service Desk, 15%
Customer Service, 15%
Troubleshoot, 6%
Technical Support, 6%
Phone Calls, 3%
ITIL, 3%

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Service Desk Associate vs Service Desk Analyst

Updated January 8, 2025

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