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What is a service desk agent and how to become one
Service desk agents support customers with IT-related problems, functioning as the first point of contact between users and the company. They resolve issues and address complaints, and escalate complex matters to the appropriate departments.
Problem-solving will be your bread and butter when working in this position. You will work under the supervision of a team leader and provide customer support over the phone, via email, or through live chat.
You will be expected to follow up with customers on more complicated matters. You will also have to track your performance and improve in areas that fall behind the expectations of management.
Avg. Salary $24,629
Avg. Salary $59,228
American Indian and Alaska Native 1.28%
Asian 11.50%
Black or African American 9.58%
Hispanic or Latino 19.93%
Unknown 6.50%
White 51.21%
Genderfemale 27.10%
male 72.90%
Age - 34American Indian and Alaska Native 3.00%
Asian 7.00%
Black or African American 14.00%
Hispanic or Latino 19.00%
White 57.00%
Genderfemale 47.00%
male 53.00%
Age - 34Stress level is high
7.1 - high
Complexity Level is intermediate
7 - challenging
Work Life balance is excellent
6.4 - fair
Service Desk Agent career paths
Key steps to become a service desk agent
Explore service desk agent education requirements
Start to develop specific service desk agent skills
Skills 
Percentages Customer Service 16.86% Service Desk 15.20% Technical Support 5.90% Data Entry 5.75% Troubleshoot 3.44% Complete relevant service desk agent training and internships
Accountants spend an average of Less than 1 month on post-employment, on-the-job training. New service desk agents learn the skills and techniques required for their job and employer during this time. The chart below shows how long it takes to gain competency as a service desk agent based on U.S. Bureau of Labor Statistics data and data from real service desk agent resumes.Research service desk agent duties and responsibilities
- Manage OS re-imaging and data recovery for rent equipment.
- Monitor tickets to ensure SLA response and resolution.
- Create tickets in a proprietary environment using ITIL.
- Image Lenovo tablet PCs and add users to company domain.
Prepare your service desk agent resume
When your background is strong enough, you can start writing your service desk agent resume.
You can use Zippia's AI resume builder to make the resume writing process easier while also making sure that you include key information that hiring managers expect to see on a service desk agent resume. You'll find resume tips and examples of skills, responsibilities, and summaries, all provided by Zippi, your career sidekick.
Choose From 10+ Customizable Service Desk Agent Resume templates
Build a professional Service Desk Agent resume in minutes. Browse through our resume examples to identify the best way to word your resume. Then choose from 10+ resume templates to create your Service Desk Agent resume.
Apply for service desk agent jobs
Now it's time to start searching for a service desk agent job. Consider the tips below for a successful job search:
- Browse job boards for relevant postings
- Consult your professional network
- Reach out to companies you're interested in working for directly
- Watch out for job scams
How Did You Land Your First Service Desk Agent Job
Are you a Service Desk Agent?
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Average service desk agent salary
The average Service Desk Agent salary in the United States is $24,629 per year or $12 per hour. Service desk agent salaries range between $19,000 and $30,000 per year.
What Am I Worth?
How do service desk agents rate their job?
Service Desk Agent reviews
You get to help a lot of people in many different ways as well as learning new things about technology
I have aids now due to the painfulness of sitting down all day
I decided to go to technical support because I've been fascinated by technology all my life and I love working with the people as well. I want to use my technical know-how to solve directly the problems that customers have. I want to be the person who makes life easier and more enjoyable for people who have had a problem. This is what I like most as a technical Support.
I enjoy the challenges and learning new things . Technology is always evolving.
Updated January 8, 2025
