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How to Format a Service Desk Analyst Resume
Your application can benefit from a work history or skills-focused approach. We usually recommend that candidates with over a decade’s experience use a chronological resume, three to nine years of experience use a hybrid resume, and career changers with less than three years of experience use a functional resume.
Candidate A has 11 years of experience with small, staffed businesses and global corporations with thousands of employees. The chronological resume traces the growth of their computer knowledge and helps explain the variety of skills they developed to meet these vastly different staff needs.
Candidate B has five years of experience. Usually, we’d recommend a hybrid resume to place equal importance on their IT skills and previous experience. However, we want to highlight the diversity of their remote troubleshooting, IT support and equipment maintenance experience rather than their steady employment. The functional resume uses multiple strategic and detailed skills sections to accomplish this.
Chronological Resume
- 11 years of experience
- 2 years at this job
- BS IT Systems Administration
Work Experience
Service Desk Analyst, Marketa
May 2021 – present, San Francisco, CA
- Provide phone, email, chat or remote workstation support to approximately 300 regional employees.
- Support corporate IT systems and analyze events to resolve system issues.
- Provide regular end-user/new user education training sessions focusing on collaboration tools and VPNs.
Functional Resume
- 5 years of experience
- 2 years at this job
- BS IT Systems Administration
Professional Skills
IT support
- Assist in scaling the internal IT service desk function and meeting or exceeding service level targets.
- Troubleshoot and resolve network connectivity issues
- Provide dedicated white-glove IT support to executive leadership.
Hardware supply and maintenance
- Perform employee onboarding and offboarding activities
- Distribute and track company hardware, i.e.,. laptops, tablets, monitors and ergonomic accessories.
- Conduct monthly reviews of corporate IT systems to identify potential bugs or weak points.
Service Desk Analyst Resume Samples
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0-5 years of experience
Provided technical support for first call resolution of 75+ reported issues weekly via telephone, email, and remote desktop control
- Created 100+ knowledge base solutions for client specific troubleshooting i.e. operating procedures, policies, etc.
- Achieved 85% high first call resolution on a monthly basis and 90% customer satisfaction rate
- Trained 35 new employees on responding to calls appropriately and company standards
- Performed quality assurance check of tickets processed by team
0-5 years of experience
Provided technical support to callers by researching and answering communications questions; resolving problems; providing resources.
- Resolved issues by researching documentation; troubleshooting hardware, software, guiding client through corrective steps; escalating problems to second level; tracked status of problems and solutions.
- Established service by walking callers through new installations and configurations.
- Improved caller capabilities by providing additional documentation; recommending training courses.
- Maintained help desk database by entering caller statistics, inquiries, and responses
- Improved help desk results by recommending changes in information and processing.
- Updated job knowledge by tracking and understanding emerging practices and standards; participated in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
0-5 years of experience
Helpdesk technician, hired permanently from contract position due to outstanding work ethic, who managed client’s service requests/incidents locally and remotely in a timely manner. Provided exceptional customer service while achieving the company mission.
- Documented and tracked all received requests in incident management system.
- Collected and updated data to assist with customer issues and concerns.
- Assisted with software installations.
- Provided inter-departmental collaboration by escalating unresolved issues to appropriate support functions.
- Steered negotiations of pricing with customers regarding open item products.
- Identified priority calls and highlighted potential problems, ensuring that targets are met in line with tight key performance indicators.
0-5 years of experience
Researched complex issue’s regarding programs and changes throughout the company.
- Assisted participants of wellness programs via telephone in call center environment (inbound calls) and email with issues regarding the wellness portal.
- Provided technical support for client services.
- Troubleshot performance issues on mobile devices regarding the installation and utilization of company specific applications and other web portal related issues for Participants and client managers.
- Diagnosed incidents and described accurately to developers technical issues for correction beyond our departmental scope.
- Documented all inquiries within CA Service Desk Manager Management system, followed appropriate guidelines. For notepad documentation, and assigned cases accordingly.
- Exceed 90% average Customer Call Audit Scores.
0-5 years of experience
Supported 11,000+ internal/external users requiring assistance with operating systems and software packages, including many internal/proprietary systems and applications
- Used Remedy and ServiceNow call tracking systems to log, track and manage Incidents and Service Requests.
- Managed over 10,000 Incidents/Requests per year, maintaining an overall resolution rate of 45-50%.
- Employed experience and training to troubleshoot software and hardware problems via email and telephone, utilizing remote support tools such as Timbuktu Pro and Bomgar.
- Administered and supported remote access (Cisco IPSec VPN & Juniper SSL VPN), as well as administered and supported RSA SecurID access issues.
- Performed password administration and access support for Active Directory, PeopleSoft and a number of internal/proprietary systems and applications.
0-5 years of experience
Tier 1 Service Desk Team Lead
- Supervised thirty Tier 1 Service Desk Analyst
- Acted as subject matter expert for tier 1 and 2 issue assignment
- Assisted in the creation of Analyst onboarding training curriculum concerning Remedy on Demand and supported software and troubleshooting methods
- Participated in ticket escalation process to expedite resolution of issues
- Managed schedules for thirty Tier 1 Service Desk Analyst
- Created Analyst performance reports and delivered them to senior management
0-5 years of experience
Quickly and conscientiously handled incoming communication to the Service Desk including phone calls and e-mail
- Documented thoroughly all incidents in Service Now. Relate, link, and assign incidents to the appropriate teams and escalate when systemic issues when needed
- Installed, modified, and repaired hospital software
- Managed Sentillion Vergence configuration for doctors and nurses hospital wide
- Created the IT Service Desk New Hire Manual
- Maintained daily performance of computer systems and hospital mobile devices
- Walked customers through problem solving processes
- Held a 3 months record of second place most resolved incidents
0-5 years of experience
Provided Lead Analyst Support to over 5000 users.
- Prioritized and implemented requested changes to Healthcare systems, Allscripts and in-house applications.
- Troubleshooted Exchange 2010/Outlook 2010 mailbox and connectivity to solve user and server problems.
- Created, delegated and monitored Remedy, depending on the nature of the reported problems.
- Identified/resolved healthcare proprietary systems – specific application issues such as EPIC EMR, Cerner EMR, SDK, Softmed, SCM, MDLink, and YNHH Clinicals Portals.
- Resolved technical complications for users with remote support strategies GoTo Assist and LANDesk Remote Tool.
0-5 years of experience
Provided technical support to Stores via inbound & outbound calls, as well as the Service Desk email/voicemail.
- Provided technical support for corporate users to include setting up computers, passwords, rights and responsibilities using Active Directory (Computers and Users).
- Notified customer of issue status and follows-up with customers to ensure problems have been resolved satisfactorily.
- Configured and installed software for end-users’ desktops, scanners, terminals, and pos equipment.
- Performed password resets, break fix, printer support, network connectivity and VOIP troubleshooting.
- Created tickets in HEAT ticketing system and followed up on tickets to provide resolutions for end users.
0-5 years of experience
Used Remedy ticketing system to document client issues, escalations, and solutions.
- Used I3 to maintain client queues and answer calls in a timely manner.
- Assisted 7 different clients in resolving technology-related problems such as software, hardware, mobile devices, and internet connectivity.
- Worked in a self-motivated environment with frequent changes in policies and procedures.
- Applied critical thinking to solve problems that did not have documentation.
- Provided daily callbacks to customers to ensure that issues were resolved or escalated.
0-5 years of experience
Supervised shift responsibilities for 32 associates on a technical service desk
- Utilized tools such as Remedy 7.6 and Service Now to document customer incidents quickly and effectively
- Scheduled onsite technicians to repair or replace faulty hardware
- Provided NetOp remote assistance to install drivers, resolve network conflicts, and troubleshoot incidents
- Trained and helped establish a 100+ person call center in Mexico City
0-5 years of experience
Resolving problems upon first contact and referring requests that require application owners or desk side assistance to the appropriate teams.
- Software and hardware, such as application problems, printing or network connectivity issues.
- Recommended and performed actions to correct problems based on knowledge of system. Researched and provided confident, accurate solutions to user problems on a timely basis.
- Evaluate and prioritize tickets effectively escalating and documenting all support calls to a higher level. Maintain the call tracking system and KB through the input of resolutions to issues and/or tracking issues that are escalated to a higher level.
- Acquired and maintained a highly competent knowledge of relevant products, current support policies, and methods of support delivery.
- Provided application support for all firm applications including document management software, user accounts in AD, firm images.
6-10 years of experience
Analyze and QA enterprise level custom software and lead communication channels to all stakeholders.
- Lead analyst in charge of automating commonly used task within Christie Managed Services.
- In charge of performaing maintenance task to high-traffic hardware systems.
- Worked closely with management in order to increase efficieny and responsiveness of internal QA procesees.
- Executed test cases and logged defect in Quality Center/ Documented requirements in Quality Center.
- Worked as a lead in my team, like training my co-worker, sending the status report to my managers in my team, for critical issues communicated with the developer and business, and wrote test plan for the projects, trained the business on Quality Center.
- Applications: Amdocs, JDE Edwards Enterprise, VM Ware, SQL Server and all major web browsers
- Environments/Systems: Windows XP, Windows 2000, Linux, Sun Solaris, UNIX.
0-5 years of experience
Diagnose, troubleshoot, and resolve a range of software, hardware, and connectivity issues. Excel in asking probing questions and researching, analyzing, and rectifying problems.
- Routinely exceed call-handling goals, closing an average of 50 calls daily with an 80% first call resolution ratio and an average talk-time of 6.5 minutes.
- Collaborated with Tier II and Tier III help desk peers to resolve complex problems that required escalation. Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolution.
- Providing technical support for numerous software’s and applications.
- Assisting end users with application and Active Directory password resets.
- Assesses, assigns priority/severity, and responds to situations where standard procedures have failed in isolation or fixing problems them to rapid resolution or escalation of more than 50 tickets daily.
6-10 years of experience
First point of contact for 2500 users. Representing one of the nations largest power companies.
- Problem-solved issues with pc Duke internal clients hardware and software.
- Responsible for granting access for shared id’s and active directory shared drives.
- Used Bomgar Remote pc connected to assist with Live Chat Support.
- Selected to create new procedures to improve department productivity and train new team members.
- Escalated issues as needed and maintained communication with customer and Technical teams. Extensively utilized Remedy to record and track issues.
- Achieved highest levels of productivity, handled over 1,000 calls per week averaging 60+ calls daily.
- Consistently recognized for Superior Performance and Customer Service
0-5 years of experience
Assisted in resolving various technical issues and processes in a timely manner that is easily understood globally by internal and external users.
- Provided excellent troubleshooting support with iManage Desksite, Filesite, Worksite; break-fix issues and how to support.
- Provided support for Legal Operations, attorneys, paralegals and support staff utilizing iManage Desksite.
- Provided important troubleshooting information and documentation to other members in the Service Desk to help maintain our 73% first call resolution.
- Highly knowledgeable of Word, Excel, and PowerPoint formatting. Expanded knowledge with styles, table of contents, numbering, tables, and formulas.
- Provided assistance with the roll out of the BYOD (Bring Your Own Device) project. Setup 100 plus users with Good and RSA on IOS, Android and Windows devices.
- Assisted with the roll out of the Windows 7 project; aided with imaging 500 plus workstations in the Chicago office.
- Created user accounts for Webex, RSA, and File Transfer Protocol.
- Troubleshoot various issues with VPN and Citrix environment.
- Achieved 78 percent first call resolution and helped reduced wait times by a significant amount while handling over 800 plus calls per month and averaging 50 plus calls daily.
0-5 years of experience
Provided Service Desk support for Best Buy global operations.
- Resolved complex problems according to escalation procedures.
- Reported enhancement requests and defects received from customers.
- Provided input to escalation departments, through proper escalation procedures.
- Assisted users with commercial software and mission-critical system issues.
- Participated in the continuous improvement of Service Desk processes.
0-5 years of experience
Managed the Network Operations Center, performing scheduled network and applications checks to ensure continued end-user functionality and data integrity
- Provided technical solutions support to local office personnel and Remote VPN Users
- Performed all adds, moves, and terminations for all user Active Directory and Exchange Accounts, including Password changes, rights and access permissions, and user set-up and deletion
- Created policies and procedures documentation, processed all Requests for Quote, and Purchase Orders for Network Operations and Service Desk
0-5 years of experience
Creatively provided students, faculty, and staff with first level support of various Windows software and hardware.
- Volunteered to create and implement tutorials to simplify problem solving tasks for helpdesk technicians.
- Communicated and escalated network, academic support software, and audio visual service issues to site technicians and management.
- Utilized Active Directory for the implementation of Group Policy to define, create and implement corporate wide security standards in relation to system core infrastructure.
- Numerous training and educating provided to end-users via RDP, Phone & Email on areas such as Computer Spyware, Computer Installation and Configuration, the Internet, Wireless, Day-to-Day Computer maintenance and navigating through Windows 7 & 8.
0-5 years of experience
Served as a point of contact between IT and facility staff. Ensured they were aware of any network outages or new software implementations designed by division.
- Analyzed access related issues for employees using medical related applications and resolved the access incidents in a timely manner.
- Ensured a positive customer support experience for every ticket request given in order to maintain an all-around hospital functionality.
- Assisted in the integration process from Windows XP to Windows 7 for over 50 different hospital facilities from Florida to South Carolina
- Imaged PC’s with different software needed to provide other service desk analysts with software utilized to push software packages onto faculty PC’s, iPads & iPhones.
- Conducted remote access for physicians in order to assist in medical related software using Citrix Applications and setting up their PC to utilize remote desktop connections.
- Assisted in IT support at the Medical Center of Trinity Hospital in order to assist with facility IT-related incidents, access, & implementations.
- Trained several service desk analysts within division and ensured these analysts were fully educated in the process flow of access, software, & hardware related issues.
- Designed training documentation for the rapid growth of division technology analysts as well as maintain a relationship amongst local security coordinators and physician support coordinators in order to provide staff the best possible customer support.
- Maintained, implemented, & utilized medical record software used by physicians, nurses, & other staff on a daily basis
0-5 years of experience
Provided Tier 1 support for over 5000 unique applications within the organization
- Supported over 8000 customers during the merging of eight separate organizations into one unified City Council
- Supported the implementation of and migration to a new software platform in parallel with the decommissioning of the legacy systems (Newcore Project)
- Determined urgency and impact of IT related incidents for prioritization and escalation
- Categorized IT incidents depending on where, why, and how they occurred
- Found creative solutions to difficult problems, and continuously updated internal Knowledge Base for future reference and training
- Worked with various business areas and external vendors in order to resolve complex problems
0-5 years of experience
- Served as the first point of contact for over 50,000 employees for all IT related issues and service requests through the use of phones, self-service, email, and Live Chat.
- Handled over 72 tickets daily using IBM’s Maximo with an average resolution time of 10 minutes
- Performed Tier 1 and 2 duties such as mapping and routing folder requests, troubleshooting LAN and VPN connectivity issues, and training new hires, while maintaining a 98% average QA score
- Reduced ticket turnover and average call waiting time by handling multiple ticket queues and resolving tickets via Live Chat software and incoming calls concurrently
0-5 years of experience
- Extensive working experience with desktop operating systems.
- Strong ability of conduct research and analyze a wide range of computing issues.
- Identified, troubleshoot, and analyzed computer issues. Determined appropriate course of action and conducted repairs and modifications as needed.
- Performed diagnostics and troubleshooting of system issues and documented help desk tickets/resolutions.
6-10 years of experience
Consistently one of the highest performers helping meet Service Level Agreement goals
- Utilized ITIL processes to manage incidents, changes and problems
- Helped resolve high priority incidents working with various IT teams
- Participated in large-scale rollouts of Windows 7 to branches around the country
- Utilized Service-Now IT management system
- Worked closely with other development and service teams analyzing trends
0-5 years of experience
Provide end user level hardware and software support.
- Submit, track, update and close trouble tickets using HP Service
- Mitigated security issues, provided end user applications training, and managed user profiles.
- Provided statistics and analysis of call volume, trends and patterns.
- Maintained high customer service scores while taking up to 117 calls a day.
6-10 years of experience
Respond to all problems, failures, and requests and electronic contacts (e.g. Phone calls, Emails, Web requests, etc.) within the established Service Level Agreements (SLA’s)
- Resolve all incidents expeditiously, or find an immediate workaround to ensure customer’s down-time is minimal
- Monitor and track all incidents to ensure progress and accurate resolution
- Work with other IS areas in order to maximize incident resolution and meet SLA’s
- Perform root cause analysis and develop new resolutions to frequently occurring problems
- Ensure constant follow-up and on-going communication is established with customers until problem is resolved or request is completed
- Document incidents with accurate and detailed description
0-5 years of experience
Provide 1st and 2nd Level technical support for 8000+ stores nationwide and [company name] Employees via phone and email
- Hardware/Software troubleshooting
- Perform tasks assigned by Supervisor and Helpdesk Mangers
- Contacted Clients for follow-ups
- Conducted troubleshooting on all equipment including: POS registers, register printers, register scanners, phone lines, debit terminals, back office equipment and network equipment.
0-5 years of experience
Troubleshoot multiple platforms: Windows 7, Mac OS X, iPhone/iPad iOS, Google enterprise applications.
- Used Bomgar and WebEx as a means for remote support.
- Provide first level support for multiple enterprise applications such as MS Office, Google Apps which includes e-mail, calendar/scheduling, word processing, spreadsheets, presentations, Internet browsers, as well as department-specific specialized applications.
- Open and close service requests, as well as manage the classification, assignment, tracking, and completion of requests.
- Help identify and implement innovative solutions for customers.
- Ensured that resolutions are consistent with standards and do not introduce additional conflicts.
- Managed user accounts via Active Directory.
0-5 years of experience
- Provided first-level telephone support and call ticket monitoring for Deutsche Bank’s Global Service Desk.
- Developed documentation and training material for the call-center environment based on requirements and policies agreed upon between Deutsche Bank and [company name].
- Maintained and organized user-client technical issues using dbSymphony and Remedy as the corporate recommended ticketing systems.
- Resolved database reporting technical issues using PuTTy (UNIX) and Toad (SQL) as the corporate recommended programming applications.
0-5 years of experience
Service Desk Analyst
- Provided technical support to parents, teachers and students of an online public school of 40,000 K-12 students.
- Handled 30-50 calls a day and sharpened my professionalism and customer service skills.
- Documented all calls with an in-house ticketing system
- Escalated tickets/issues to other departments when necessary.
- Used the “Go 2 Assist” Citrix application to remotely troubleshoot Mac and Windows machines and their operating Systems.
- Worked with peripherals such as printers, scanners, headsets, mice, keyboards, monitors and laptop batteries.
- Supported the Connexus website and issues regarding links, videos, log in issues and overall curriculum inconsistencies.
0-5 years of experience
Provide level 1/Admin support to resolve computing request (hardware/software) via telephone /remote tools. Provide Computing requests include problem diagnostic/troubleshooting, and break-fix solutions. Provide constant feedback and help craft and develop new processes to help support and assess the current infrastructure.
- Record and escalated incidents in Remedy ticket manager to proper resolver group.
- Log and track inquiries using a problem management database and maintains history records and related problem documentation. Identify, evaluate, and prioritize customer problems and complaints to ensure that inquiries are resolved appropriately.
- Church Drummer of Emmanuel Christian Ministries
- Volunteered at M. Alexander Learning Center After School Program
- Volunteered at Emmanuel Christian Ministries Summer Feeding Program
0-5 years of experience
Transitioned outsourced service desk activities back to an in-house team
- Authored and published process documentation for use in the Service Desk knowledge base
- Identified areas for process improvement with regards to Service Desk activities
- Created and documented work orders for maintenance and escalations to appropriate internal support groups
- New Active Directory account creation
- On-boarding for non-staff employees following SOX procedures
- Diagnose, and troubleshoot issues on PC and MAC via remote assistance to include installations, repair and updates of custom applications, and various other business related software
- Support for mobile devices iPhone, iPad, Android, Blackberry
0-5 years of experience
Provided first call resolution for Cornerstone Employees requesting technical assistance.
- Used remote tools to access desktop of user’s computer to better assist with troubleshooting.
- Assisted with troubleshooting supported programs used on Cornerstone Assets
- Installation/Configuration of requested software and hardware
- Installation and troubleshooting of printers and other peripherals and devices
- Provided detailed and accurate logs of all user contact; identified and escalated issues that were unable to be resolved by the Help Desk Analysts.
- Provided timely responses to users’ questions and concerns; provided quick problem solving including, but not limited to, fixing errors, creating alternative methods of completing a task, correcting user errors, and correcting system inconsistencies.
- Create accounts in Active Directory
- Provided training to students, faculty, staff, new employees and student employees
0-5 years of experience
Works with 5000+ Client accounts resetting passwords for AS/400 Systems, PeopleSoft, JDE and Domain
- Assist users in troubleshooting Juniper Network Connect
- Configure users profiles for Microsoft Lync access
- Assist users in creating PST files for users
- Diagnose users Microsoft Office Suite functionality discrepancies
- Configure and Image loaner laptops for users
- Install, organize, test, and maintain 100+ loaner laptops for end users
0-5 years of experience
- Assisted customers over the phone to troubleshoot software and hardware issues
- Recorded and maintained accurate information regarding customer issues
- Provided status updates to customers and verified the quality of service when incidents are closed
0-5 years of experience
Provided solutions for all IT related issues to over 30 healthcare companies
- Utilized Active Directory extensively to manage user and workstation accounts
- Provisioned and assisted with activation and setup of mobile devices
- Coordinated tasks and information between multiple engineering teams and clients
- Logged incidents using Service Now tracking software
0-5 years of experience
Answered inbound phone calls for United States Agency for International Development.
- Assisted customers with accessing the USAID network, password resets, phone resets, and computer application trouble shooting.
- Worked in Gmail applications, created calendars, sites, and Docs.
- Ability to remote into customer’s computer to assist in a variety of issues. (i.e.. adding a network printer, saving, editing, and printing documents)
- Trained and supervised new employees for USAID.
- Fundamentals in Networking
- Trained in ITIL induction to the service desk, Induction to Business Controls, Microsoft office, windows 7, Google Chrome & apps, and Call center operations.
- Active Directory Console Admin
- RSA console Admin
0-5 years of experience
Employed for the IT Service Center providing Tier I/ II duties for [company name]
- Remotely accessing PCs using Remote Desktop software to fix MS Office Applications / Registry editing and Adding and installing various desktop applications, updating drivers, and antivirus definitions
- Full range of duties including setting up new / transferring government accounts to performing Password Resets and updating GAL entries
- Installing / troubleshooting defective PC components such as hard drives, power supplies and video cards
- Daily usage of Active Directory and MS Exchange 2003.
- Provide blackberry support for BES and blackberry handheld devices.
- Daily use of the Remedy 7.1 application suite to manage and respond to help desk tickets as the automated tool used in the organization
0-5 years of experience
Provides front-line diagnosis and support for all Information Services problems and/or requests for service.
- Processes customer requests via phone, Intranet and e-mail with appropriate customer interaction skills.
- Follows documented procedures and processes. Determines the best resolution workflow from scripts in the Help Desk knowledge management system.
- Executes key phases of resolution workflow including problem receipt, triage, resolution and closure, and problem referral to the designated resolver group.
- Provides thorough documentation of all reported issues within the Help Desk tracking system.
- Provides ad hoc assistance to other members of the Help Desk team.
0-5 years of experience
Supporting 12,500 users for over 70 major warehouse and administrative sites across the US.
- Tracking and handling all requests and incidents to completion.
- Global account management for proprietary and commercial systems.
- Managing mobile devices including Apple, RIM, Android, and Windows devices.
- Support Shoretel, Cisco, and Avaya VOIP devices.
- Performed reporting and auditing in Remedy to report performance metrics to client.
- Interface with escalation teams to create documentation for SD to take over processes.
0-5 years of experience
Responsible for incoming Service Desk calls from 500+ users globally, resolving all IT-related caller questions, primarily in a Windows 7 and XP environments, Microsoft Office 2010, Adobe, Internet Explorer, VMWare stations and many others.
- Administrated Users and permissions via Active Directory.
- Remote support using LanDesk, Lync and WebEx.
- Provided devices support including Blackberries, iPhone, iPad, Android and Windows phones, via BES, GOOD for enterprise and RSA SecuriID.
- Setup and support of Market data applications: Bloomberg, Cap IQ, Matlab.
- Administrator of Footprints (Ticketing system).
0-5 years of experience
Active Directory authentication to verify users, unlock accounts, and reset passwords
- Assist customers with hardware and software support
- Consult with customers to diagnose and assist with errors
- Log in work performed in “Service-Now” application
- Troubleshoot from hardware, printers, PCs, laptops, and phones
- Escalate unresolved tickets to level 2 support infrastructure
- Monitor internal network components and provide support
0-5 years of experience
Analyze and troubleshoot account related issues in an MS Active Directory environment.
- Prepare and send world-wide schedule outages, notifications and advisories to all domestic and overseas posts.
- Track user tickets for resolution and escalation through BMC Remedy Incident Management (version 7.6.04) Software.
- Understand and adhere to ACL security policy requirements and procedures
- Operated and handled information on the OpenNet and ClassNet systems such as document transfers, account moves, password resets and account lockouts.
- Utilize Exchange Management Console to determine mailbox account size, location, and Configuration requirements.
- Understand and adhere to security policies and procedures for handling PII, SBU, and Classified information.
0-5 years of experience
Resolve technical issues for over 7000 salons in a fast paced environment in a timely matter while delivering exceptional customer service
- Resolve technical issues for internal and field employees
- Installing, maintaining, and troubleshooting new hardware, software, and networking devices remotely
- Document incidents in ticketing systems including Service Now and HEAT
- Creation of knowledge base articles in Service Now and HEAT
- Research new and undocumented issues, escalate to appropriate departments when necessary
6-10 years of experience
Responsible for help desk support and application administration for [company name] employees.
- Providing user access to network via id’s and password.
- Maintain AS400, TRAX, VPN, BLACKBERRY and email accounts via id’s and password resets
- Check status of request, later closing out tickets using REMEDY ticketing system.
- Regularly reminded employees to use technical safeguards such as passwords and locking their workstation when not in use.
- Supported over 2400 users locally and remotely, also supported international users.
- Received between 10- 30 calls per day.
- Created, activated and deactivated BLACKBERRY Accounts.
0-5 years of experience
Take 35 – 45 calls daily and provide support to over 1800 users in a high-pressure environment
- Performed daily systems check to ensure critical applications and systems were functional
- Administer knowledge base documentation creation, correction, and approval
- Monitor service requests and incidents in ServiceNow ITSM and process in a timely manner
- Participate in Windows 7 deployment projects to include peripheral setup, PC configuration, and on-site desktop support
- Troubleshoot hardware and software issues in Windows 7 Enterprise
- Assist users in configuring mobile devices for email with AirWatch Mobile Device Management
- Work with systems administrators to diagnose network problems using SolarWinds and WhatsUpGold
0-5 years of experience
- Responsible for answering service desk calls and providing technical assistance for about 750 to 1000 company end users locally or remotely to their 3 office locations (Miami, New York, and California) along with Sales Agents nationwide.
- Engaged and tracked Priority 1 issues, with responsibly for timely documentation, escalation (if necessary), resolution and closure of trouble work orders from users in Track It.
- Would also coordinate with IT colleagues and vendors (if necessary) to resolve reported issues
- Facilitated network access for traveling users via Cisco VPN
- Provided Active Directory application support, password resets, and end-user login issues.
- Setup and installed desktop and laptop PCs, with images, software, and driver installation
- Assisted on configuration and support of VOIP Cisco phones, Polycom video setups and meeting management
0-5 years of experience
Responsible for receiving all telephone requests for IT assistance, ensuring all information provided about issue is accurately recorded and fulfilled within established timeframes.
- Handles 30-50 calls a day on average from users.
- Creates tickets in Remedy if issue requires further intervention.
- Provide users with information on tickets and request.
- Maintain a 95% customer service rating
- Troubleshoot different desktop applications/software’s
- Create/Edit accounts in Active Directory
0-5 years of experience
Provide level 1/Admin support to resolve computing request (hardware/software) via telephone /remote tools. Provide Computing requests include problem diagnostic/troubleshooting, and break-fix solutions. Provide constant feedback and help craft and develop new processes to help support and assess the current infrastructure.
- Record and escalate incidents in Remedy Ticket Manager to proper resolver group.
- Log and track inquiries using a problem management database and maintains history records and related problem documentation. Identify, evaluate, and prioritize customer problems and complaints to ensure that inquiries are resolved appropriately.
- Church Drummer of Emmanuel Christian Ministries
- Volunteer at M. Alexander Learning Center After School Program
- Volunteer at Abounding Grace Summer Feeding Program
10+ years of experience
Service Desk technician supporting over 300 in house employees and 150 field sales reps
- Specializing in “Information Technology Service Management” incident, problem and service request management
- Responsible for “Hardware Refresh” imaging and inventory as well as hardware and software decommissioning
- Employee On-boarding and Off-boarding administration
- Cisco Phone System administration and some troubleshooting
Service Desk Analyst Duties and Responsibilities
While the service desk analyst’s duties can depend on their organization and level of expertise, many of the core duties remain the same:
Field Incoming Help Requests One of the main duties of a service desk analyst is to handle incoming queries and help requests from end users, either via email or over the phone. They take detailed notes of the problem the user is experiencing, determine steps they can take to resolve the issue, and manage the flow of incoming support requests. This involves asking questions to determine the full scope of the user’s issue.
Resolve IT Support Requests If possible, service desk analysts directly resolve user technical issues as they arrive. At some organizations, this can involve remotely accessing the user’s computer and making changes to their system and settings. In other cases, the service desk analyst walks the user through steps they can take to resolve the issue on their own. For relatively simple issues, the service desk analyst can quickly devise a solution to the problem without the IT department taking further action.
Escalate Advanced Cases Service desk analysts escalate user support requests to higher-level IT support specialists and experts if they are unable to resolve the issue on their own. They provide supervisors or specialists with notes regarding the problem, steps they have already taken to resolve the issue, and their diagnosis of the user’s problem. For particularly complex cases, the service desk analyst may receive the user’s hardware so that IT specialists can conduct analyses and determine how to fix the problem.
Maintain Service Records Throughout the user support process, service desk analysts maintain detailed records of user issues with software and hardware. These notes can help diagnose and repair complex issues and also provide IT departments with data regarding recurring issues and problems reported by multiple users. By maintaining detailed records, the service desk analyst can also look at a user’s history of software or hardware issues and make recommendations to prevent future problems.
Perform System Testing and Updates Service desk analysts support users by performing system tests and updates after they complete their troubleshooting and necessary repairs. This helps to prevent future issues and service interruptions and ensures that troubleshooting and updates have not caused problems elsewhere within the system. They may also walk users through update and installation processes for software and peripherals.
Maintain IT Documentation Many service desk analysts also support department-wide operations by creating, editing, and maintaining IT documents. This can include FAQ documents for users that detail common issues and how to resolve them without opening a help desk ticket, department documents that outline standard operating procedures and practices, and help sheets that can be distributed throughout the organization.
Service Desk Analyst Skills and Qualifications
Service desk analysts balance direct user support with technical knowledge to resolve software and hardware issues. Companies typically hire candidates with at least an associate’s degree, along with the following skills:
- Technical skills – because they frequently play a direct role in resolving user issues, service desk technicians need excellent technical and computer skills
- Problem-solving skills – service desk analysts are primarily problem-solvers, so they should be able to devise technical and creative solutions to user issues
- Communication skills – effective communication is key in this role, since service desk analysts need to gather data about problems, prepare detailed notes and reports, and walk users through the steps they can take to resolve software and hardware issues
- Time management – service desk analysts need excellent time management skills and should be able to set priorities when handling multiple cases
- Team collaboration – service desk analysts routinely work with other IT personnel to resolve user issues, so they need to successfully collaborate with team members and coworkers
Service Desk Analyst Education and Training
Service desk analysts tend to have at least an associate’s degree in a related field, but many organizations prefer candidates with a bachelor’s degree in computer science or information systems. Familiarity with computer programs and hardware is a necessity, and applicants with extensive training and computer classes may be able to secure a service desk analyst position without a degree. There are significant opportunities for on-the-job training in this role as service desk analysts learn the operating procedures of their IT departments. Many organizations also provide certification programs for service desk analysts.
Service Desk Analyst Salary and Outlook
According to the Bureau of Labor Statistics (BLS), computer support specialists (including service desk analysts) earn a median annual salary of $52,160. Network support specialists earn a median annual salary of $62,670, and user support specialists earn a median wage of $49,390. Therefore, service desk specialists who develop expertise in resolving network issues may earn more than those who do not. The BLS expects employment in this field to grow 11 percent by 2026, which is a slightly faster pace than average.
Helpful Resources
We searched the web and found several resources if you’re interested in learning more about a career as a service desk analyst:
CompTIA IT Fundamentals – this certification program provides an overview of IT topics, best practices, and opportunities for career advancement
IT Help Desk: Your Blueprint to Service Success, Mastering User Support & Troubleshooting Like a Genius – author S. James provides tips and advice for troubleshooting issues and improving user support “
A Day in the Life of the Help Desk: Chaos with a Smile” – this blog post takes a look at the day-to-day duties and responsibilities of a service desk analyst, including common user issues
How to Manage the IT Help Desk – industry expert Noel Bruton explores how service desk analysts can effectively set priorities, resolve user issues, and manage the IT department’s workflow
Service Desk Analyst Resume FAQ.
What does a service desk analyst do?
Service desk analysts are responsible for providing technical support for staff or customers. Everyday tasks can include:
- Troubleshooting network systems, company-issued hardware and related software.
- Respond to incoming requests for IT support.
- Perform technical maintenance on company-issued supplies.
- Install software and related updates.
- Take and manage multiple incoming phone calls.
- Log and complete problem-solving processes.
Our resume writing guide can help you fold these skills and responsibilities into your document.
What skills are required for a service desk analyst?
The following IT skills can help you accomplish your service desk responsibilities:
- Hardware and system knowledge.
- Computer skills.
- Customer service.
- Written and verbal communication.
- Common troubleshooting strategies.
- Time management.
- Support request management.
- Soft skills like teamwork and good communication.
Visit our resume examples to see how you can feature unique skills under multiple resume sections.
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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.
