Desk Analyst Resume Sample

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Anne Cormier
211 Rau Brook,  San Francisco, CA
+1 (555) 200 6577

Work Experience

Associate Service Desk Analyst
08/2016 - PRESENT
Boston, MA
  • The MDA’s Integrated Service Desk (ISD) is the primary “first contact” POC for all MDA users requiring IT services
  • Following the corporate vision, mission and principles
  • Provide Customer with an outstanding service experience
  • Contribute, in a positive way, toward meeting/exceeding service level agreements and organizational performance metrics
  • Contribute to process improvement plans
  • Participate in decision making according to established guidelines, standards and procedures
  • Assist with Change Management preparations and implementations
Tier Service Desk Analyst
08/2012 - 02/2016
Chicago, IL
  • Enhances and develops quality support methods and communication skills through coaching, feedback, quality monitoring and other developmental approaches
  • Coordinates and leads Service Desk special projects, project testing and advanced issue and problem resolution
  • Knowledge of basic Systems Administration functions
  • Provides first level assistance for defined issues and escalates as necessary
  • Acquires current knowledge of relevant products (software and hardware) and support policies in order to provide service to customers
  • Assists in maintaining Service Desk e-mail, chat and web portal(s) by reading, opening/documenting information into ITSM tickets and either resolving or escalating to proper person or department
  • General knowledge of current enterprise technologies such as network, desktop, mainframe (terminal access), telephony and VOIP (voice over internet protocol)
  • Assists with answering first level calls to Service Desk
Junior Service Desk Analyst
06/2008 - 05/2012
Houston, TX
  • Attend meetings in participation with the team
  • Work shifts across a 24x7x365 spectrum based on the needs of the business
  • Assists first level with incoming calls, e-mail, chat and web portal(s) by reading, opening/documenting information into ITSM tickets and resolving or escalating to proper person or department (when necessary)
  • Serves as escalation point to provide accurate and creative solutions to customer problems of serious and critical nature to ensure customer productivity
  • Delegates and monitors workflow for the department
  • Follows Knowledge Centered Support (KCS) and IT Infrastructure Library (ITIL) methodology at a KCS 2+ level
  • Maintains current knowledge of relevant products (software and hardware) and support policies in order to provide accurate solutions to customers
  • Provides feedback to the Supervisor on the performance and attitudes of department staff


Whitworth University
2002 - 2007
Bachelor's Degree in Computer Science

Professional Skills

  • Strong interpersonal skills, with a focus on rapport-building, listening and questioning skills
  • Strong interpersonal and communication skills to effectively work with end-users and support personnel
  • Understanding networking technologies; strong problem solving and analytical skills
  • Strong technical skills: Capable of learning, understanding and communicating technical information
  • Problem solver with excellent attention to detail-Teamwork and influencing skills. Comfortable sharing ideas with the team
  • Strong analytical and problem-solving skills
  • Strong focus on quality and analytical problem solving skills, high attention to detail

How to write Desk Analyst Resume

Desk Analyst role is responsible for troubleshooting, customer, attitude, technical, english, analytical, trading, positive, microsoft, windows.
To write great resume for desk analyst job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Desk Analyst Resume

The section contact information is important in your desk analyst resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

  • First and last name
  • Email
  • Telephone number

Work Experience in Your Desk Analyst Resume

The section work experience is an essential part of your desk analyst resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous desk analyst responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular desk analyst position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Desk Analyst resume experience can include:

  • Excellent communication, problem solving skills and telephone etiquette
  • Strong accounting skills and the ability to develop, update, and maintain Excel based financial models
  • Demonstrate strong attention to detail, problem solving, and a desire to provide outstanding customer support
  • Experience in analyzing financial data
  • Experience (in a tech environment, in a Finance/Order Processing role)
  • Ensure communication with customers and colleagues is engaging, open, transparent, frequent and effective

Education on a Desk Analyst Resume

Make sure to make education a priority on your desk analyst resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your desk analyst experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

  • School you graduated from
  • Major/ minor
  • Year of graduation
  • Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Desk Analyst Resume

When listing skills on your desk analyst resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical desk analyst skills:

  • Strong analytical skills; excellent interpersonal and communication skills
  • Exceptional level of customer service skills and an ability to deal effectively with customers, clients, peers and management, in a professional manner
  • Strong customer service, technical and troubleshooting skills
  • Positive attitude and ability to prioritize; willing and able to learn new skills; ability to work on call
  • Possesses Good Judgment & Problem Solving Skills
  • Strong Excel skills, ability to use multiple trading platforms

List of Typical Experience For a Desk Analyst Resume


Experience For Tier Service Desk Analyst Resume

  • Strong communication skills (verbal and written) and problem-solving skills
  • ServiceDesk skills, diagnostic and troubleshooting abilities, and practical problem solving skills
  • Demonstrate good troubleshooting skills and reasoning
  • Proven excellent customer service skills and telephone etiquette
  • Experience of working with and communicating effectively with peers and colleagues at all levels
  • Outstanding customer service, technical and troubleshooting skills
  • Serve as a trusted adviser and analyze effectiveness of pricing methods and recommend effective pricing quotes to stakeholders

Experience For Associate Service Desk Analyst Resume

  • Prioritize incoming work, and re-prioritize throughout the day as things come up
  • Demonstrated capability to build strong working relationships with cross functional teams and Infoblox customers
  • Communicate effectively, both verbally and in written form
  • Validating of forward curves used to mark-to-market the business on a daily basis
  • Experience in training/mentoring junior talent
  • Experience of working in a technical support and / or customer service environment
  • Working experience of in information systems
  • Strong background in financial modeling, analysis and data analytics
  • Experience with ad hoc analysis and interpreting results to recommend financially sound business actions

Experience For Deals Desk Analyst Resume

  • Escalate problems, when required, to the appropriately experienced analyst
  • Demonstrate core values of People, Service Excellence, Trustworthiness, Process Simplicity and Product Value
  • Helpdesk or equivalent experience
  • Service Desk (Practice Specific experience or call center)
  • Demonstrates customer service first mindset
  • Excellent search capabilities
  • A demonstrate your ability to think both analytically and creatively

Experience For Junior Service Desk Analyst Resume

  • Juggle, multitask, and prioritize your actions
  • Interpersonal Savvy:Builds effective relationships with all people
  • Interpersonal Savvy: Builds effective relationships with all people
  • Delivering outstanding customer service by understanding users IT and business needs
  • Managing incidents and requests, providing updates to customers and carrying out 1st line fixes where possible

Experience For Global Service Desk Analyst Resume

  • Mentoring/training of new & junior staff within the team
  • Working with IT to constantly improve proprietary Trading and Risk Management systems
  • Utilizing and contributing to the knowledge base
  • Acting as the central point of contact for all user incidents and requests coming into the ServiceDesk
  • Working shifts between 8am and 6pm, supporting Bodycote IT users.
  • Accepting inbound telephone calls and e-mails, ensuring they are logged accurately in Bodycote’s Service Management Application

Experience For Service Desk Analyst With German Resume

  • Acting as the initial point of contact for phone calls, chat and emails from associates regarding IT issues and queries
  • Performing initial and some more complex troubleshooting with the aim to resolve at first call or escalate quickly and correctly if unable to resolve
  • Supporting ‘off the shelf’ mainly Microsoft software, passwords resets, users account creation,
  • Escalating/transfer issues to appropriate Tier 2/3 support and other IT support groups as needed
  • Adhering to response and escalation SLA’s
  • Taking ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
  • Working to set call SLA’s targets: meet & improve processes and look to take a proactive attitude
  • Utilising all available methods to resolve incidents (phone, email, chat, remote control/assist software)

Experience For HFS Service Desk Analyst Resume

  • Resolving incidents & requests in line with the defined service desk processes and to agreed Business service levels
  • Communicating information and where possible first line fixes to customers in a clear and concise manner
  • Liaising with members of other support teams, in order to ensure incidents and requests assigned to the correct resolver group
  • Performing as part of a team in order to meet KPIs, SLAs and goals
  • Monitoring of all SLAs for both Incidents and Service Requests
  • Creativity/innovation – Possessing curiosity and a passion for driving continuous improvement through spotting opportunities and seeking the views of others

Experience For It-das-help Desk Analyst / HDA Resume

  • Regional management and reporting of Risk, Exposures and PnL arising out of physical and derivative oil trading strategies
  • Comprehensive understanding of trading models and trading strategies and exposures that arise out of them
  • Be a subject matter expert in Proofpoint product pricing, product and pricing strategies and industry pricing
  • Monitor Infrastructure and application batch jobs on various platforms using multiple schedulers including Zeke and Batchcom
  • Assist with coaching and training new staff
  • In-depth understanding of physical & derivative oil markets inclusive of its underlying structures and instruments
  • Research solutions and provide resolution steps where possible or routing when necessary by following defined procedures
  • Stay informed about the continually changing aspects of supporting an integrated Electronic Medical Records solution
  • An understanding of networking and telephony would be beneficial but not essential

Experience For MS Service Desk Analyst Resume

  • Responsible for escalating/transferring issues to appropriate Tier 2/3 support and other internal and external IT support groups
  • Provides an ad-hoc support service to users of all computer systems, troubleshooting and resolving systems problems
  • Partner with our sales team to review and structure customer deal estimates, ensuring a competitive and profitable pricing structure
  • Gather and organize data on current and historical customer deals/pricing and then develop models to interpret and analyze future deal pricing
  • Work directly and collaborate with many other business units and teams including Product Marketing, Finance, Professional Services, and Legal
  • Basic understanding of Windows, hardware and network troubleshooting
  • To deep-dive in ad-hoc Trading / Capital Pricing Projects and regularly present to management / in team meetings
  • Actively contribute to team & division’s recruiting efforts
  • Provide help desk service to RBC staff seeking assistance with servers, systems, applications, network issues and hardware

Experience For UKI Service Desk Analyst Resume

  • Day to day operational activity ensuring SLA’s are met
  • Assist Sr IT Manager and coordinate with other IT functions to ensure appropriate communication with end-users reporting issues
  • Provide recommendations and feedback to Sr IT Manager regarding efficency improvements
  • Provide technical advice, guidance and informal training to end-users of hardware and software programs
  • Responsible for meeting the key performance metrics associated with Help Desk service provided

List of Typical Skills For a Desk Analyst Resume


Skills For Tier Service Desk Analyst Resume

  • Excellent documentation skills and attention to detail
  • Friendly presence, helpful attitude, and self-motivated with demonstrated interpersonal skills
  • Experience using and supporting the use of smart phones for business, including the use of business email applications such as Good Mobile
  • Navigation with intermediate computer skills including MS Excel, PowerPoint and Word
  • Excellent analytical and problem solving with strong attention to detail
  • Established informal leadership skills

Skills For Associate Service Desk Analyst Resume

  • Proficient in Business English (written and verbal communication skills)
  • Positive attitude and professional customer service and interpersonal skills
  • Effectively collaborate with others in cross-functional, team-based environment
  • Proven experience in managing End User systems projects and delivery
  • Proven experience troubleshooting Infrastructure support End User services
  • Extensive problem resolution skills
  • Portugese and English language skills are mandatory
  • Communication skills, fluent in English both spoken and written

Skills For Deals Desk Analyst Resume

  • Able to work effectively to ensure customer satisfaction within agreed timelines
  • Understanding of process engineering and experience with Lean principals and methods
  • Experience troubleshooting and using Windows based operating systems in a corporate environment
  • Experience troubleshooting network connectivity, including LAN, broadband and VPN, 802.11 wireless and cellular-based internet services (such as Verizon MiFi)
  • Experience using and troubleshooting email applications, such as Outlook or Lotus Notes
  • Logging tickets and identifying priorities/severities
  • Prioritise and manage work in a customer focused environment, working to stringent SLA’s
  • Ethics and Integrity: Adheres to Starbucks values, beliefs and principles during good and bad times

Skills For Junior Service Desk Analyst Resume

  • Decision-Making: Makes timely and quality decisions based on a mixture of analysis, wisdom, experience and judgment
  • One to two years’ experience supporting medium to large applications
  • Over 1 to 2 years’ experience working in an IT support environment/technical background
  • Multitask and prioritize work requirements
  • Experience with a Service Management tool, such as HP Service Center or Service Now

Skills For Global Service Desk Analyst Resume

  • Experience in IT
  • Application development experience (such as Java, HTML, and Wiki Markup)
  • Fresh graduate or Min 1-2 year Helpdesk Experience
  • Asks effective questions to quickly identify customer needs
  • Develops effective courses of actions for timely completion of assigned tasks
  • Over 1 to 2 years’ of experience in BPO or any voice support job
  • Experience / knowledge of technology sector sales and channels operations
  • Accounts payables experience, preferably in the food distribution industry or
  • Strong interest in markets

Skills For Service Desk Analyst With German Resume

  • A good knowledge of the business workings and functions
  • Experience with geographically dispersed environments
  • Strong Knowledge of end to end ITIL framework
  • Experience in above mentioned activities
  • Experience, BSc in computer science or other technical discipline

Skills For HFS Service Desk Analyst Resume

  • Understanding of CVA and FVA including hedging strategy
  • Understanding of financial statements and various debt documents (including indentures/Credit Agreements?
  • Looking for a challenging role in which they can develop personally and professionally
  • Answering phone calls and providing a high standard of Customer Service
  • Taking ownership of tickets and ensuring successful completion within stated SLA / OLA

Skills For It-das-help Desk Analyst / HDA Resume

  • Raising and owning incidents with 3rd party service partners
  • Outgoing and comfortable building cross-functional relationships
  • Willing and able to work on call
  • Understanding of market risk Greeks
  • Ensuring that internal processes are followed and completed within required timescales

Skills For MS Service Desk Analyst Resume

  • Logging of incidents, service requests, changes and problem tickets in the Service Management application
  • Updating tickets with appropriate level of information for 2nd/3rd line to resolve
  • Liaising with suppliers for procurement and stock management
  • Working knowledge of ServiceNow or other ITSM application
  • Working knowledge of a range of PC diagnostic utilities
  • Develop a complete understanding of the Oracle product line while providing phone support to internal employees and/or outsourcing customers
  • Assist in providing information and support to company field personnel regarding previously reported items and resolutions to increase productivity
  • Ensure timely escalation of customer problems, following up with escalation partners and providing status updates to customer as appropriate
  • Selects appropriate learning activities from a range of alternatives and self-driven in pursuing them

Skills For UKI Service Desk Analyst Resume

  • Connectivity and networking support and troubleshooting in complex, multi-site LAN/WAN environment
  • Be willing to work extended hours during times at the end of the quarter
  • Results driven, taking pride in achieving objectives
  • Monitor and report on the Firm’s long-term debt activity, ensuring that changing trends are identified and reported to Treasury senior management
  • Detailed knowledge of Closing and Legal Documents (HUD-1, Note, Deed of Trust, Assignment, Title Binder) and
  • Keyboard accuracy and speed; ability to enter problem into Help Desk software system while obtaining information with caller on the phone
  • Basic computer software applications including MS Office products, email, Internet access, and multimedia technology
  • Knowledgeable with LAN or WAN networking

List of Typical Responsibilities For a Desk Analyst Resume


Responsibilities For Tier Service Desk Analyst Resume

  • Maintain a close working relationship with other groups within Corporate Treasury, as well as with Sales and Trading, Structuring, Market Risk, Controllers, Legal, Tax, and Operations. LI-FH1
  • Strong work-ethic & organisational skills
  • Excellent Customer Service, attention to detail, and analytical skills
  • Good call handling experience including call logging
  • Effectively manage any issues, resolutions, negotiations and serving as the central contractual pricing point of contact
  • Perform requests more efficiently and effectively
  • Language skills - (English and other required language)

Responsibilities For Associate Service Desk Analyst Resume

  • Ensure all faults, requests and updates are logged and tracked effectively
  • Working knowledge/experience of Remedy and/or Landesk
  • Experience supporting PCs running Windows and Mac OS
  • Provide the excellent customer service and regular feedback to users on outstanding items
  • Experience working with wired and wireless network attached devices
  • 3 – 5 years PC support background and experience working in a call center/phone support environment
  • Any previous experience of working in a Service Desk, Call Centre, Contact Centre, Helpdesk or 1st line support environment
  • Demonstrated ability to work independently along with the ability to work as a contributing member of a team
  • Experience (in a high-tech environment, in a Finance/Order Processing role)

Responsibilities For Deals Desk Analyst Resume

  • The self prioritization and timely resolution of incidents to support our employee’s technology needs
  • Excellent career growth opportunity
  • Follow proper escalation path and assist less experienced analysts when necessary to resolve issues
  • Cross-product or Multiple Region experience is beneficial
  • Perform requests at the most cost effective level
  • Experience of Service Desk and Incident and Request Management processes based on best practice approach to IT Service Management
  • A willingness to learn with a good attention for detail

Responsibilities For Junior Service Desk Analyst Resume

  • Any experience with Windows 7, Windows 10, Apple mobile devices would be beneficial but not essential
  • Understanding of Desktop Operating Systems and/or MS Office Products
  • Logging incidents and service requests from customers received via telephone, email and customer portal and process accordingly
  • Willing to take on extra tasks that are given
  • Understanding of the Windows infrastructure fundamental knowledge: server, network, Active Directory, DNS, DHCP
  • SAP sourcing - entering requisitions, info records when requested

Responsibilities For Global Service Desk Analyst Resume

  • Provide support for technology projects as required to include OS and application patching, network testing, application and product releases, and more
  • Fun, team-focused working environment
  • Study historical product pricing trends as part of larger deal reviews
  • Identify and implement new, meaningful methods for deal reviews, deal scoring, and approval process
  • Coordinate all requests for associates through the ticketing system and assure proper approvals and information are acquired
  • Provide Tier II resolutions when appropriate following IT protocol and security procedures
  • Work with BPOs to obtain approvals and correct roles for processing SAP Security Requests

Responsibilities For Service Desk Analyst With German Resume

  • Work within a ticketing system
  • Answer incoming calls and self-service tickets in a timely manner
  • Detailed knowledge of all aspects of business’ trading area
  • Driven, growth-minded individuals who thrive in changing environments
  • Everyday heroes providing true value to better the lives of residents and staff
  • 4) Customer Service ( support various end users... including executives)
  • Technical training is desired

Responsibilities For HFS Service Desk Analyst Resume

  • Microsoft Windows 7 & XP configuration, support and troubleshooting
  • Use of Remote support and desktop sharing technologies
  • PC hardware installation, configuration and troubleshooting
  • Incident tracking and call management technologies
  • Verify with the customer that issues have been resolved and update the ticketing system
  • Basic understanding of information technology infrastructure and computer platforms
  • Basic understanding of computer administration concepts
  • 3) Troubleshooting various hardware and software
  • An understanding of MS Active Directory User Administration

Responsibilities For It-das-help Desk Analyst / HDA Resume

  • Diffuse potentially confrontational situations and to remain calm and reasonable when dealing with difficult call
  • A well organised, hard-working, pro-active team player
  • Microsoft desktop operating systems and applications
  • Using remote desktop tool (teamviewer, remote desktop connection etc.)
  • Partner with credit traders to identify trade opportunities and manage risk in the principal trading books

Responsibilities For MS Service Desk Analyst Resume

  • Provide mentorship of junior colleagues in sales, trading, and credit analysis
  • Remains professional with difficult or challenging customers
  • Intermediate understanding of Channel and Direct Sales Processes
  • To follow markets closely and develop an understanding of how market movements affect CRT’s positions, Capital and P&L
  • Responsible for ensuring resources are utilized efficiently and in the way that consistently promote the customer quality and
  • A high energy professional capable of making a difference within Group IT and able to work towards a common vision or goal

Responsibilities For UKI Service Desk Analyst Resume

  • Work under pressure whilst still paying attention to detail
  • A role supporting ANZ’s Super Regional Strategy
  • Work a flexible schedule including overtime as required
  • Knowledge of the mortgages business
  • Source data from the internet as well as various technology publications and Bloomberg
  • Work independently, under strict time deadlines, with attention to detail
  • Enforcement of company’s policies and procedures
  • Self-starter with ability to work in a fast paced environment
  • Form and maintain relationships, especially with executives and senior management level

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