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6-10 years of experience
Received in-bound/Made out-bound calls for technical support for high speed data, digital phone, video services and email support, with proper diagnosis and resolution of software and hardware problems. This includes application support, Outlook mail, Internet Explorer, antivirus and desktop configuration. Use trouble ticketing system (Grandslam and Remedy) for tracking customer’s interactions and resolve complex issues.
- Led team to lower total cost by 15% by maintaining a very low “transfer rate”.
- Generated 25% additional revenue by leading team to record best “First Call Resolution” percentage. Achieved performance awards by using analytical skills to obtain key information, aiming to resolve issues on first call basis.
- Maintained customer satisfaction rate of 95% or higher.
- Promoted to “Team Lead” in about six (6) months in the position and mentored new employees.
0-5 years of experience
Managed 3 separate ticket systems to ensure all client technical issues related to broadband, email, VoIP, and VPS get resolved in a efficient and timely manner which resulted in a decrease cancellation rate of over 10% each year for the past 3 years
- Built and maintained computers by installing and updating software, upgrading and replacing hardware for office and clients
- Processed and managed new orders with vendors from signing of service order to installation of new service at client locations
- Assisted System Administrator by going to client sites to troubleshoot network and broadband issues, setup VoIP systems
- Increased company website traffic more than 60% in the last 6 months by using social media(Facebook/Twitter)
0-5 years of experience
Resolved support tickets assigned through Zendesk at an average of 100-150 tickets per month.
- Managed IT new hire process from account creation and workstation build through deployment and user training.
- Maintained an extremely high level of customer satisfaction with a combination of technical skill and exceptional bedside manner.
- Documented Help Desk process and procedure in an IT manual to bring new team members up to speed quickly.
- Performed regularly scheduled checks of network health, server sanity, and backup logs. Provided reports on a weekly basis.
- Maintained IT equipment inventory with periodic audits and cleanup.
0-5 years of experience
Supported Private Banking user in New York, Miami, Dallas, San Diego and Seattle with expert technical assistance.
- Accurately diagnosed and problem-solved system, hardware, and software problems, documenting as needed.
- Resolved highly technical issues with our Traders and Bloomberg users by telephone and through remote-assists.
- Used technical knowledge of Microsoft Windows 7, Outlook, Office 2010 applications, Wyse Thin-client, internal application, BMC -Track-it, Exchange issues, Blackberry and IPad devices to solve any and all problems.
- Provided user training and continual support of software, hardware, applications, and related programs.
- Managed the implementation and testing of hardware and software at DR site; Administered the Broker Dealer system BNY Mellon Pershing Netx360 Application. Support users on our Core Banking system Globus.
- Helped facilitate the successful transition and integration to Banesto Securities accounts and Pershing system.
0-5 years of experience
Responsible for contacting 100 customers to maintain product quality and satisfaction
- Increased company profitability by up-selling additional products to customers
- Researched, sourced and managed part orders for field engineers
- Performed detailed Document Processor Hardware / Software troubleshooting which resolved customer’s functional issues
0-5 years of experience
Provisioned all computers in the company and maintained manufacturing floor hardware
- Worked on major project deployments including VOIP and ERP system rollout
- Organized and completed a cleanup of a six month ticket backlog
- Deployed security and firmware updates
- Tracked, cleaned and updated all computers in the company and created a maintenance schedule
0-5 years of experience
Provided help desk support for New York City Department of Education, and Pfizer field representatives.
- Did password resets, setup security questions, and used remote tools.
- Navigated through Knowledge Base/Active Directory quickly and efficiently.
- Created detailed and accurate tickets using information provided by clients.
- Provided support for iPhone/iPads, setting up VPN, and migrated data.
0-5 years of experience
- Provided telephone, email and/or desk side support service to both corporate and field employees
- Responsible for assisting with Workstation Administration of over 200 workstations
- Installed, wrote documentation for, troubleshot, solved problems for, and/or utilized over 100 third
- Tested and implemented New Boundary Prism Deploy application deployment software utilized for Corporate Headquarters workstations and for remote laptops.
- Tested and implemented Symantec Ghost Solution Suite 1.0 imaging solution which decreased OS
0-5 years of experience
Provided front line technical support via phone/email/in-person, focusing on customer service
- Handled A/V Setups (laptops and projectors) in conference rooms
- Installed New Application Software and Hardware (i.e. Dymo Label Printer)
- Implemented desktop PC migration transitioning 400 users from Windows XP to Windows 7, MS Office 2003 to 2010 as well as to a Virtual desktop environment (Citrix XenDesktop)
- Produced Crystal Reports for ticket system database enabling coworkers to achieve greater efficiency in entering trouble tickets
- Achieved HDI-SCA (Support Center Analyst) technical certificate; improving First Call Resolution of tickets
0-5 years of experience
Self-motivated, multi-tasking team player with leadership abilities that interacts easily with people of diverse technical backgrounds, cultures, and professional levels.
- Developed, implemented, and trained personnel to use a new company wide trouble reporting
- Answered user questions via email or telephone regarding hardware/software applications
- Serve as liaison between users and the technology department to resolve issues.
- Documented resolutions for future reference
- Member of the Change Management board
0-5 years of experience
Interfaced with customers via email and phone. Maintained efficient customer service while documenting every transaction. Analyzed day to day issues and derived solutions for technical issues. Work load was categorized and assigned to proper business analyst. Answered phones, screened calls and took messages. Managed and organized work for 15 Business Analysts. Assisted in researching, documenting and communicating between BA and clientele.
- Mastered skills in customer service; Answered phones and gathered all necessary information needed for BA’s. Also assisted users in proper use and function of the production site.
- Multitasked many responsibilities in the office; consistently adapting to the changing atmosphere of the company.
- Resolved technical/systemic issues; troubleshooting on the basic level.
- Researched issues with SQL and other internal databases with stored information to resolve systemic issues user’s had. Completed/Created systemic/data test scripts for testing.
- Corresponded daily with the necessary BA’s, helping to maintain structure and priority. Attended meetings, developed plans within our team and followed through with all necessary changes made in meetings.
0-5 years of experience
Provided phone support for over 10,000 Clearwire internet customers.
- Set up workstations and laptops for new employees.
- Supported over 200 [company name] internal users via phone, and email support.
- Did Active Directory password resets and technical support for the internal users.
- Configured system set-ups and ensure network connectivity, installed and tested hardware and software.
- Achieved high level of customer satisfaction with 85% of calls resolved within the company’s 15 minute requirement.
- Also have excellent listening skills and communication skills to communicate technical information in non-technical terms to the users that called in.
0-5 years of experience
Provided phone & remote support for over 60,000 users worldwide, not only meet daily but exceed the goals of expected interactions. Exceeded customer satisfaction survey goal by constantly achieving average rating of 97%. Worked well independently, or in a group setting providing all facets of computer help desk support such as troubleshooting, installations, and maintenance.
- Built strong relationships among the regional desktop teams & other IT teams as well as working as a unified global helpdesk team.
- Configured & managed Cisco VOIP phones & voice mail accounts on the server level.
- Performed day-to-day troubleshooting for on-site & mobile users via remote access locations.
- Supported wireless configuration & connectivity.
- Responsible for Blackberry & iPhone support from configuration to troubleshooting.
6-10 years of experience
Responsible for level 1 support for both internal/external company infrastructure as a Help Desk Analyst.
- Receive incoming phone calls to troubleshoot and resolve network/software related issues supporting
- Create and assign escalated problem tickets to the appropriate technical group using PEREGRINE SERVICE
- Managed helpdesk email queue and created appropriate problem tickets for responsible technicians.
- Reset/Unlock of customers domain accounts, including password resets
- Performed training to new team members on the use of PEREGRINE SERVICE CENTER and MAXIMO
- Worked as part of a team environment to maintain departmental and team goals.
0-5 years of experience
- Provided technical support over the phone.
- Answered support queries via phone, email, Lotus Sametime 7.1 and produced monthly report activities, worked with MS Word, Excel, PowerPoint, Lotus Notes, Windows Operating Systems, and PartnerWorld Profile System.
- Remained productive during slow times, able to multitask effectively during busy times, exercised patience and professionalism during stressful situations.
- Guided Business Partners and [company name]ers through the process of updating and creating new solutions in the Global Solution Directory (GSD).
- Reviewed all business solutions with a high level of quality and commitment also inserted HTML codes, and made necessary edits to maintain quality user experience to [company name].com web standards.
- Monitored emails from Business Partners and [company name] Internal staff and assisted Business Partners with navigation of the Global Solution Directory Web site.
0-5 years of experience
- Contract position at University of Chicago Medical Center (UCMC) supporting expansion of Epic electronic records management software, as well as level 1 helpdesk phone-based support.
- Recorded all help desk interactions using SDE CRM ticketing system.
- Resolved issues with UCMC proprietary applications and network logins and access for doctors, nurses, administration personnel and support staff.
- Assisted doctors, nurses, administration personnel and support staff with online navigation and application usage.
- Identified and Escalated problems requiring urgent attention to appropriate teams, monitored escalations and performed resolution follow-ups with customers.
0-5 years of experience
Configured printers.
- Provided support to employees via phone, email or walk-in situation by troubleshooting and diagnosing technical problems, following set
- Provided support by resolving end-user application problems which included; general questions, set-up user accounts, reset admin passwords, re-installing Operating Systems, drive reimaging, drive/media backups and system restores, etc.
- Followed up with customers either by email or telephone call to ensure satisfaction of services provided.
- Ensured employee issues are promptly addressed, documented and resolved timely.
- Provided customer service.
0-5 years of experience
Server administrator, primary responsibility was to initiate Systems Migration plans for clients.
- Implemented new operating systems including back-up system and upgrades
- Configured PCs for network users
- Installed and maintained LAN Routers and associated technology.
- Provided general Help Desk /PC support
0-5 years of experience
Monitor, log and track all phases of help desk support
- Routinely exceeded call-handling goals, closing an average of 30 calls with a 75% first-call resolution ratio and an average talk-time of 15 minutes
- Diagnosed, troubleshoot and resolve a range of software, hardware and connectivity issues.
- Asked probing questions and researching, analyzing and rectifying problems.
- Monitored call activity, and closing calls in designated call tracking systems
- Partnered with Tier II and Tier III help desk peers to resolve complex problems that required escalation
0-5 years of experience
- Provided customized help desk support for major law firms
- Diagnosed and documented client technical issues
- Supported software migration to Windows 7 and Office 2010
- Trained for IT troubleshooting, incident resolution, and problem solving
0-5 years of experience
Provided help desk support and technical training on hardware/software to end users
- Documented help desk tickets/resolutions, and provided overall assistance in daily administration
- Performed set-up, break-down, and transport of customer equipment on an as-needed basis
- Responded to queries pertinent to package details, email configurations and search engine submission packages
0-5 years of experience
Processed an average of 50 inbound and outbound technical support calls per day.
- Assisted customers with technical issues via email, live chat and telephone.
- Developed documentation for common processes for both support staff and end-users.
- Supported customers having data connectivity issues.
0-5 years of experience
Provided computer help desk support via telephone communications with over 4K end-users both Stateside & Overseas.
- Monitored systems for trends & to ensure operating at peak efficiency; reported trends & outages to group managers.
- Performed diagnostics & troubleshooting of system issues; documented resolutions & ensured proper escalation.
- Maintained communication with customer & technical team through Remedy to record & track issues for training gaps.
0-5 years of experience
Assisted in writing knowledge base information to aide in resolution of customer problems.
- Supervised and assisted Level 1 agents in problem diagnosis and resolution.
- Responsible for providing technical support for resolution or escalation of desktop/POS/workgroup related problems or requests initiated by customers.
- Provided the remote resolution for technical problems and performed troubleshooting tasks, problem diagnosis, resolution, or escalation.
- Advanced knowledge of hardware and software components, local to the desktop/POS and as they relate to the network.
- Setup, installation, and configuration of POS hardware and software.
- Provided technical assistance in the programming, documentation, implementation, operation and support of infrastructure systems, including LAN support, systems administration, hardware, software, and operating systems.
- Communicated with internal and external vendors on daily basis
- Consistent top call taker.
0-5 years of experience
Assisted end users, over the phone and in person, with all IT needs.
- Managed ticketing system where all IT requests are tracked and assigned tickets to appropriate support team.
- Provided iPhone Support to all end users.
- Assisted in Domain migration and Office 365 migration
- Prepared and imaged new hardware for deployment.
0-5 years of experience
Manage Help Desk Analysts and Interns supporting over 300 users
- Provided training on procedures, technical skills and customer service.
- Coordinated all projects with the IT and Facilities departments
- Developed PC image standards for company wide deployment
- Produced production reports based on Dell KACE Analytics
6-10 years of experience
Coordination of incident problem solving efforts between customers and remote site personnel, software support, and investigation and analysis of product problems.
- Provides help desk support to customers through telephone and email communications to determine source of specific issue and recommend solution
- Reduced problem ticket turnaround times by successfully streamlining solution processes.
- Escalated issues as needed and maintained communication with customer and Technical teams. Extensively utilizes BMC to record and track issues.
- Install, assemble, maintain, configure, troubleshoot, and upgrade computer hardware and software, networks, and other peripheral equipment such as printers, scanners, faxes, and related hardware.
- Maintains current knowledge of hardware, software, and network technology.
- Contributed to research and implementation of the Enterprise Wireless Windows configuration solution which allows Window 7 machines to connect to an EAP-FAST network with pre log in configuration.
0-5 years of experience
Dispatched field technicians for unresolved hardware issues
- Served as the third and final level of call resolution for inbound call center
- Provided end user training for LAN, Wireless usage, and basic computer functions
- Proactively configured customer LAN, VPN, PROXY, DHCP, and wireless settings
- Diagnosed and repaired internet service including LAN networks, wireless and email failures
- Documented help desk tickets/resolutions, and provided overall assistance in daily administration
- General user account administration and support with billing and service issues as required by management
0-5 years of experience
Excellent troubleshooting skills. Trained on all systems relevant to Healthport Associates and clients. Effectively communicated escalations to proper team. Documented all encounters with clients thoroughly. Followed up with clients on special projects. Worked with team to assist as needed.
- Effectively, professionally, and respectfully represented Information Technology staff members, teams, and their services to HealthPort field users and external customers.
- Provided support for all Information Technology products and services. Support included answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy. Additionally, did troubleshooting on printer issues and worked with external IT departments to install proprietary software.
- Determined the most effective manner to resolve user’s technical issue. Engaged in research and in-depth troubleshooting to resolve technical issues. Consulted with senior staff when necessary.
- Recorded required customer and problem information in the LANDesk Call Ticket System. Updated tickets with appropriate journal entries of activities, and resolved tickets with well documented resolution entered upon completion of the job.
- Resolved Level 1 and 2 support calls. Elevated complex and/or high priority problems to the appropriate support groups for resolution.
- Verified that suggested solutions effectively resolve the users’ problems through verbal or email follow up.
- Worked on Help Desk related projects as assigned by supervisor
0-5 years of experience
Staged new laptops and desktop computers and setup Network Printers for FANNIE MAE
- Installation of Windows Operating System onto DELL Laptops and HP Desktop using Administrator Rights to install Windows and other applications, configuring and testing the PC to insure it worked properly
- Image and Re-image computers using Ghost 4.0a version
- Created User Accounts, Email Accounts, and Backup Files for upgrades or computer component replacement
- First-level Help Desk support for Washington Hospital and NRH Medical Center
- Answered Inbound calls on inquiries on various medical applications and Microsoft Office
- Documented the customer complaint in the problem tickets in Lotus Notes and Remedy used to dispatched service technicians in the field
0-5 years of experience
Assist CFNA and CBNA branches through phone and chat with systems and server issues.
- Monitored tickets created by self and other team members and followed up with branches.
- Open and Updated tickets in Service Now and Remedy.
- Performed Level 2 support and ordered equipment through Logistics if necessary.
- Dispatched technicians through Compucom to branches for installations and repairs.
- Configured Printers with IP, DNS, Subnet Mask, and Gateway.
- Contact Lexmark through Chat for issues with Multi-Function Devices in Windows 7 branches.
- Closed tickets in Service Now and Sharepoint and followed up through emails with Logistics.
0-5 years of experience
Tier II Field Analyst for United States Army Reserve Command (USARC) G4 Logistics Information Systems (LIS)
- Assist customers with issues through USARCS Help Desk system hosted through CA Unicenter Help Desk software.
- Utilize Dame Ware to remotely administer client systems.
- Utilize VM Ware to run multiple OS and client software versions for testing and analysis of user data for corrections.
- Correct database errors and upgrade or convert databases as new Software Change Packages (SCP) are released.
- Re-install or update software as needed remotely or re-image computers with USARC approved base image for all LIS versions, to include re-joining to the AR domain.
- Document the resolution of all help desk tickets assigned to me though the CA Unicenter system.
- Served as QA/QC for most recent software/database conversion and hardware/OS Lifecycle replacement of over 480 server/client computers migrating from Windows XP to Windows 7 Enterprise and upgrading software and databases to the latest SCP.
0-5 years of experience
Tier II Field Analyst for United States Army Reserve Command (USARC) G4 Logistics Information Systems (LIS)
- Assist customers with issues through USARCS Help Desk system hosted through CA Unicenter Help Desk software.
- Utilize Dame Ware to remotely administer client systems.
- Utilize VM Ware to run multiple OS and client software versions for testing and analysis of user data for corrections.
- Correct database errors and upgrade or convert databases as new Software Change Packages (SCP) are released.
- Re-install or update software as needed remotely or re-image computers with USARC approved base image for all LIS versions, to include re-joining to the AR domain.
- Document the resolution of all help desk tickets assigned to me though the CA Unicenter system.
- Served as QA/QC for most recent software/database conversion and hardware/OS Lifecycle replacement of over 480 server/client computers migrating from Windows XP to Windows 7 Enterprise and upgrading software and databases to the latest SCP.
0-5 years of experience
Active Directory and Microsoft Exchange administration for 3000+ users in multiple organizational environments.
- Interprets, evaluates and resolves 1st, 2nd, & sometimes 3rd level telephone and email inquiries pertaining to the functional operation of all installed applications, hardware and software products as needed from our clients. Via NOC or physically on site
- Assist on deployment projects such as new networks, telephony installs, moves and new servers. Check and maintain backups every day; fixes most minor issues and escalates as needed.
- Assists in training of new help desk analysts and help desk interns
- Participates in after hours on call coverage.
- Interacting with multiple mail environments (Gmail, Exchange, and Lotus Notes)
- Diagnosed, analyzed and removed various forms of malware, virus, spyware, and other malicious items using various tools such as AVG Enterprise, Malwarebyes, Kaspersky Live, and other various security tools.
- Assisted on physical build and upgrade of servers including RAM installation, Hard Drive upgrades, CPU upgrades as well as other hardware components.
0-5 years of experience
Routing calls for triage and in-depth troubleshooting towards the prospective application support group
- Assisting employees with technical problems related to software issues and general questions
- Worked with clients in a Windows 7 environment using Active directory
- Supported applications such as Microsoft Lync, Outlook 2010, Citrix, Rumba, Avaya, ICOMS
- Coordinated with Tier 2 support for more technically oriented problems to ensure a prompt resolution
- Documented all technical issues using the Service Desk ticketing system
- Utilized Symantec VIP manager to authorize and verify users connecting remotely using Cisco AnyConnect
0-5 years of experience
Provided Tier 1 and 2 remote technical support to 7 clients including browser troubleshooting, active directory account unlocks/resets and account termination, printer mapping and configuration, etc.
- Supported users in Windows XP/7/Vista and Mac Os operating systems
- Trained company staff and newly hired employees on effective troubleshooting procedures
- Ensured company service level agreements were met by providing prompt response times to incoming email interactions and managing high call volumes
- Interacted promptly by phone, email, and Microsoft Lync with on call desk side support teams, engineers, and Tier 3 groups for escalated matters
6-10 years of experience
Create detailed tickets with correct information, while troubleshooting the issue, with a first time resolution of 75%
- Lead Hiring Manager; reviewed applications with a team, contacted and schedule interviews with team, conducted interviews with team for Helpdesk Analyst position
- Reset passwords, enable accounts, add and remove users from groups, accounts, software (via App-V) in Active Directory
- Work independently on weekends providing sole support for all technical issues
0-5 years of experience
Supported ServiceMaster’s clients as a Level 1 Agent
- Performed minor configurations for systems access
- Quickly access the caller’s issue for prompt resolution
- Assisted with various password resets; network, AS400 systems
- Instructed how to modify passwords with correct specifications
- Directed user to gain access to Outlook 2013, Web Mail, IPhone 5s and IPad
- Communicated effectively for callers needing quick and proper resolution
- Efficient use of ticketing system on current Remedy web client
0-5 years of experience
Provided phone and email support to on-site and off-site employees across 11 offices nationwide.
- Supported and troubleshot remote desktop users, hardware, software, and network connectivity in an enterprise environment including but not limited to VPNs, workstations, laptops, thin clients, iPhones, blackberry, and printers.
- Utilized Active Directory for account maintenance, unlocks, password resets, and system/network administration.
- Created new mailboxes, changed permissions, and added additions to global address book in Exchange console.
- Created and administered Customer Interaction Center client accounts.
- Built, configured and deployed network assets and LAN with various switches and structured cabling.
- Monitored, replaced printer maintenance kits, cleaned and troubleshot local and network printer problems.
- Developed remote desktop user guidelines utilized by 1000+ users.
- Used remote desktop software “Dameware” to fault find.
6-10 years of experience
- Responsible for hiring and training junior Help Desk Analysts.
- Was a key member in bringing in new business, established new customer accounts.
- Managed all email (200+ per day) sent to the Customer Service Department.
- Provided First Level Support for 3000+clients on laptop and workstation issues.
- Supported issues arising with mainframe, network and remote printers.
- Created Orders for the setup of workstations and all new equipment.
0-5 years of experience
Provide first point-of-contact IT assistance and resolve approximately 200 issues weekly for attorneys and support staff in 22 locations, including companywide conversion from Microsoft Windows XP to Windows 7
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware for over 200 users a week and providing them customized solutions to the end user satisfaction
- Telephonic Manners and excellent communication skills
- Assist remote users via Webex or remote citrix sessions
- Monitor Service Desk for tickets assigned to the queue and process first in first-out based on priority and follow up with customers to ensure issue has been resolved
- Provide ad-hoc training
- Assist with on boarding of new users
0-5 years of experience
Responsible for solving problems raised by employees and associates for all software deemed as the firm standard.
- Responsible for keeping help desk policies current and ensuring procedures are reviewed and updated for efficiency and SOP compliance.
- Provide recommendation and assist in training sessions for employees based on need and tracking system records.
- Responsible for updating knowledge database for the firm’s intranet.
- Provide primary support for application specific issues within Office XP, Citrix and VPN, Blackberry support, and all other authorized applications used by employees.
- Upkeep technical knowledge in troubleshooting concepts and relevant technologies to ensure personnel are more efficient in the Help Desk’s support role.
10+ years of experience
Created help desk tickets for offsite customers via telephone to resolve issue prohibiting employees from completing task.
- Forwarded computer applications error messages, scanners, and copy machines issues to Tier 2 technicians.
- Familiar with Cerner program, internet explorer, and searching account to provide quality service in a call center.
- Followed up with customers to obtain additional information if needed to complete an order.
- Transferred recorded tapes to voice wave files for electronic access.
- Provided technical support pertaining to computer systems, software, hardware, and business applications.
0-5 years of experience
Provide technical and help desk support for software, hardware, and network connectivity issues that are reported for over 5,500 NAPA locations averaging 20-30 calls a day.
- Ensure adequate phone coverage to minimize times customers are required to wait for assistance
- Diagnose, troubleshoot and resolve issues dealing with Dell Servers, Juniper routers, Dell workstation, Wyse clients, and Data General Terminals, RF Scanners, Dell Printers, Lexmark Printers, Serial Printers, Term Servers, Print Servers, and modems using remote support technology.
- Work directly with customers, answering calls, documenting and assisting with service request using Remedy, Service Now, Five9 for inquiries and escalations
- Restore servers (Solaris), workstations (Windows 7 and XP) and thin clients (XP) as necessary and restore data back from media.
- Provided detailed documentation of all issues received including those escalated for further research and for system enhancements
- Manipulate data in Sybase database using SQL commands and scripts
0-5 years of experience
Provide technical support to 20+ end users daily for computer-related software and hardware technical problems via telephone, e-mail and web chats; including conducting appropriate follow up.
- Triage/troubleshoot/diagnose/resolve incidents through use of experience, available documentation and tools – including including documentation of help desk tickets/resolutions
- Communicate current outage/critical incident status to callers and, if new information/symptoms reported, communicate to the tactical response unit to update team on technical bridge.
- Participate in continuous process improvement activities.
- Resolved 97% of all trouble tickets without escalating to local field support.
- Received an average user survey score of 4.57 (5.0 scale).
0-5 years of experience
Supporting corporate users, drivers and users of ODFL freight service for 24/7 support for the Windows XP/7 and Citrix environments.
- Managing/Troubleshooting all Citrix applications through Xenapp 6.5 farm.
- Managing network printers, configuring printer policies, load testing of new printer drivers in Citrix environment, troubleshooting of printing related issues.
- Add/delete users in Active Directory, Exchange Account setup/maintenance.
- Troubleshooting network and Citrix login and connectivity issues reported by users via HP Service Manager FootPrints Ticketing System and Avaya softphone.
- Technical support experience with Citrix XenDesktop, Desktop Director, XenApp, Citrix Receiver, remote desktop tools (VNC, FastPusher), Thin Clients (Citrix Management Console), ESRI, telecom, network issues, SAP user environments, PeopleNet, Maximo, Transflo Image Power Viewer, Wifi, iPads, iPhones, MAC machines, MS Office Products, Internet Explorer, Chrome.
- AS/400 Command Line experience managing user jobs/profiles, devices, qsysopr messages, etc.
Help Desk Analyst Duties and Responsibilities
Help desk analysts meet various responsibilities in order to serve customers and solve computer issues. After examining several job listings, we found these main duties to be most commonly associated with this job:
Provide Technical Support and Solutions In this most crucial role, help desk analysts troubleshoot and offer viable solutions to various hardware and software problems. At this level, these professionals most often handle routine and basic technical issues that can be fixed in the course of a phone call. They apply their knowledge of particular software and hardware applications and follow standard practices to address user issues.
Test and Install Computer Systems and Software Help desk analysts in corporate settings install and test systems and software inherent to in-house computer operations. They will provide systems upgrades, debug software and applications, and run diagnostics on computers as needed.
Maintain Records of Trends and Patterns in Computer Issues Help desk analysts typically keep documentation regarding incoming calls and record specific issues to help identify any ongoing issues or patterns. They might create manuals to help address specific problems that can be distributed to other analysts to help resolve particular problems in a more timely and effective manner.
Collaborate with Senior Staff for Difficult Issues Help desk analysts contact senior analysts and IT managers when assistance is needed with escalating or ongoing issues that cannot be resolved with typical solutions. Help desk analysts keep logs of these types of issues and must understand at what point more experienced help is needed to handle a specific computer issue. They provide senior staff with details about these issues and follow-up with both managers and customers to ensure resolution.
Assist with Onsite Support and Installations In some cases, help desk analysts could be required to travel to customer locations to provide onsite repairs or installations. They might be part of a team of support specialists and computer technicians responsible for troubleshooting new installation issues and performing maintenance to prevent issues from arising with new hardware and software installs and upgrades.
Help Desk Analyst Education and Training
Though a postsecondary degree is not always required by employers, candidates to fill positions as help desk analysts should have a background in technology or computer repair. Larger companies, such as software manufacturers, often require a bachelor’s degree in computer science or information technology. Coursework helpful to this career includes software engineering, computer networking, and information security. Some software and computer manufacturing companies offer training in the troubleshooting and repair of their products. Certifications in networking and other areas can be helpful and even in some cases required.
Help Desk Analyst Salary
The Bureau of Labor Statistics (BLS) reports that the median annual salary for help desk analysts is $49,390. Those in the 10th percentile make $29,440 annually, while those in the top percent can earn a median annual wage of $82,160. Help desk analysts working for software publishers and in banking tend to make the highest mean annual wages in this field. Help desk analysts typically work full-time hours and many enjoy various medical benefits as well as a 401K and tuition reimbursement, though the level of these benefits vary by company. The BLS further reports that an 11 percent growth rate in employment is expected for this profession through 2026. The need for help desk analysts in IT consulting firms and an increase in cloud computing are believed to be the main factors in this projected growth rate. More than 830,000 help desk analysts are currently employed in the U.S.
Help Desk Analyst Resources
We have provided additional resources below that can help you learn more about what it takes to be a help desk analyst. Follow these links to review personal reflections, educational opportunities, professional development support, and more:
HDI, the Association for Technical Support Professionals – Established in 1989, HDI serves about 150,000 help desk analyst and related professionals with onsite and online training programs, webinars, conferences, forums and access to various supportive publications.
Help Desk Practitioner’s Handbook – Help desk training consultant Barbara Czegel takes you through the concerns and tools of a help desk analyst. You will review techniques for quickly and accurately resolving computer issues; develop effective listening habits; reduce call times; and much more.
Helpdesk.com – Sort of a “help desk” for help desk analysts! Get industry resource news and links, such as information about upcoming national and international conferences and summits, using this website. Includes reviews of help desk software and vendor services.
Help Desk Interview – Check out this YouTube video offering an interview with a Comast help desk analyst; kind of a “day in the life of a help desk analyst” to help you understand what this profession entails.
Running an Effective Help Desk – From staff planning to outsourcing considerations, this book explores what it takes to manage a help desk. Contains real-world examples and templates so you can start to apply what you’ve learned to your professional work.
Introduction to Help Desk Concepts and Skills – Great for potential or beginning help desk analysts, this book explores everything you would need to know to provide the technical support that leaves customers satisfied. Rude customers? Unrealistic expectations? Learn how to develop your listening skills and use the tools at your disposal to be the best help desk analyst you can be.
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[Help Desk Analyst]
Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
