What does a Service Desk Agent do?

Service desk analysts are information professionals who help users resolve their issues with computer hardware and software. By responding to user inquiries, they assess problems and issues with IT equipment and applications and help provide the most accessible solutions to resolve user issues. They work closely with other IT department personnel and assist with tasks outside the scope of their knowledge and expertise.

Service desk analysts ask questions to determine the full scope of the user’s issue; whenever possible, they directly resolve technical issues as they arrive. If they cannot resolve the issue independently or with the end-user, they escalate a request to a higher-level IT support specialist. They document inquiries and provide supervisors or specialists with notes regarding the problem, steps they have taken, and their diagnosis of the user’s problem. They maintain detailed records of user issues with software and hardware, which helps diagnose and repair more complex cases and provide IT departments with data regarding recurring issues and problems. Service desk analysts need at least an associate's degree in computer science or information systems.

EducationBachelor's Degree
Work/Life Balance
3.4 ★
Salary Range--
Career Opportunity
3.2 ★
Avg. Experience0-1 Year

Service Desk Agent Salaries

Average Base Pay

$44,263 /yr
Same as national average
Not including cash compensation
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Median: $44K
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Glassdoor Estimated Salary

Service Desk Agent Career Path

Learn how to become a Service Desk Agent, what skills and education you need to succeed, and what level of pay to expect at each step on your career path.

Service Desk Analyst
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Service Desk Agent Insights

Read what Service Desk Agent professionals have to say about their job experiences and view top companies for this career.
Ergo GroupErgo Group
Service Desk Analyst
Oct. 29, 2020

“The staff are great to work and the social aspect of working is second to none.”

Service Desk Technician
Jan. 14, 2021

“Bad management within the department I worked I experienced inequality and horizontal violence to its fullest.”

IT Service Desk Analyst
Nov. 23, 2020

“I think the training is nice to have but not professionally accepted standard IT training.”

Lead Service Desk Analyst
Oct. 7, 2019

“It was a good atmosphere where everyone helped one another to give the best support to clients they could.”

The Home DepotThe Home Depot
Service Desk Specialist
Jul. 30, 2019

“Once they found out I was pregnant they started to schedule me all types of crazy hours and crazy days... I don't know what happened.”

Tata Consultancy ServicesTata Consultancy Services
Service Desk Analyst
Aug. 18, 2021

“I've worked for TATA for the past 2 years and I do believe there is some really good opportunities in here.”

Service Desk Technician
Jun. 24, 2021

“Good luck affording anywhere to live in the DC area on the offered base pay at the bottom end of the pay scale.”

Link Solutions, Inc.Link Solutions, Inc.
IT Service Desk Analyst
Aug. 12, 2020

“My manager was pretty engaged and good to work with.”

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Service Desk Agent Interviews

Related Careers

It Consultant
No skills overlap
Information Technology Specialist
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It Support Analyst
13% skills overlap
Information Technology Manager
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Service Desk Agent jobs

Frequently asked questions about the role and responsibilities of a service desk agent

When working as a service desk agent, the most common skills you will need to perform your job and for career success are Windows Operating Systems, Microsoft Sharepoint, Active Directory, Excellent Customer Service and Citrix XenApp.

The most similar professions to service desk agent are:
  • It Consultant
  • Information Technology Specialist
  • It Support Analyst
  • Information Technology Manager

The most common qualifications to become a service desk agent is a minimum of a Bachelor's Degree and an average of 0 - 1 of experience not including years spent in education and/or training.