Help Desk Analyst Resume Sample
Assunta Crist
46938 Abby Camp,
Dallas,
TX
+1 (555) 674 6583
Work Experience
Senior Help Desk Analyst
11/2015
-
PRESENT
Los Angeles, CA
- Provides first-level Desktop, Application, Print Server, Phone/Voicemail and Network support including full diagnosis of problems via the telephone/email
- Responsible for the ongoing maintenance, support and oversight to the existing production systems to ensure maximum uptime/system availability
- Provides technical support for the development and implementation of upgrades, revisions/modifications and installations for specific product areas as identified
- Provides first level technical support of the LAN/WAN in problem determination, escalation and resolution
- Produces appropriate documentation for information systems, processes and procedures in the Crump environment
- Participates in the 24x7 on-call support of the production environment
- Document all work and provide technical documentation to the IT Support staff for new issues found
- Problem management and knowledge base tools (1 year)
- Retail Point of Sale systems and or computing systems (1 year)
Help Desk Analyst
03/2013
-
09/2015
San Francisco, CA
- Handle Level 1 inbound calls
- Basic understanding of system software and hardware
- Basic understanding of operational procedures
- Escalate problem tickets within department guidelines when unable to resolve
- Basic understanding of ticketing system to open / close tickets
- Dell and Lenovo desktops and laptops
- Windows 7, Office 2010, Autonomy FileSite (DMS)
- Mobile device support including iOS, Android and BlackBerry devices
- VPN and Microsoft Remote Desktop Services on all platforms
Junior Help Desk Analyst
11/2005
-
11/2012
Chicago, IL
- Respond to users’ requests for information and assists in problem resolution
- Provide primary technical support for hardware issues
- Strong desktop support skills, including Windows XP and Windows 7
- Travel to client sites to provide support, including overnight and weekend stays if needed
- Use discretion when dealing with sensitive or confidential data
- Create technical product documentation for hardware/software installations, troubleshooting techniques and problem resolution
- Help desk experience or related experience supporting deskside technologies
Education
Franciscan University of Steubenville
2000 - 2005
Bachelor's Degree in Computer Science
Professional Skills
- Key competencies include excellent verbal and written communication skills, as well as, outstanding customer service skills
- Strong organizational skills including priority setting, planning, and effective decision making
- A demonstrated strong aptitude of IT knowledge and constant people skills, delivering customer service
- Strong oral and written communication skills Outstanding customer service experience and resourcefulness
- Excellent Soft skill, Communications skills (verbal and written)
- Being proactive and possessing strong communication and people skills
- Strong trouble shooting and multi-tasking skills
How to write Help Desk Analyst Resume
Help Desk Analyst role is responsible for customer, technical, troubleshooting, interpersonal, analytical, microsoft, hardware, organization, basic, software.
To write great resume for help desk analyst job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Help Desk Analyst Resume
The section contact information is important in your help 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
- Telephone number
Work Experience in Your Help Desk Analyst Resume
The section work experience is an essential part of your help 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 help 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 help desk analyst position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Help Desk Analyst resume experience can include:
- Excellent customer service skills and telephone etiquette.Strong problem solvingskills
- Strong customer service, communication, soft skills, and organizational skills
- Analytical skills, with problem-solving abilities and creative resolution skills
- Excellent customer service with strong verbal and written communications skills
- Extensive experience maintaining and configuring Intel processor computer systems. ? Proven experience in IT/help Desk
- Uses good listening skills and provides clear communications and thoroughly documents all of the data relevant to the problem in the ticketing system
Education on a Help Desk Analyst Resume
Make sure to make education a priority on your help 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 help 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 Help Desk Analyst Resume
When listing skills on your help 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 help desk analyst skills:
- Possesses strong data entry skills. Possesses strong leadership skills with a willingness to lead, create new ideas, and be assertive
- Strong interpersonal and communication skills to effectively work with end-users and support personnel
- Be detail-oriented and possess good time management, organizational and prioritizing skills
- Personal Learning-Takes personal responsibility for the continuous learning of new knowledge, skills and experiences
- Strong problem-solving skills and sound judgment and decision-making ability
- Communicate effectively, regardless of the audience or multiple competing priorities
List of Typical Experience For a Help Desk Analyst Resume
1
Experience For IT Help Desk Analyst Resume
- Strong customer service skills/soft-skills
- Strong organization skills to prioritize work
- The ability to multi-task, strong attention to detail and good time management skills
- Strong traininging skills
- A commitment to customer service, quality, and strong analytical/problem solving skills required
- Verify and validate technology services prior to deployment by leveraging industry best practices, historical information, experience, tools, and processes
- Excellent interpersonal/customer services skills
- Excellent analytic, problem-solving, customer service and communication (written and verbal) skills
2
Experience For Senior Help Desk Analyst Resume
- Excellent administrative and documentation skills
- Excellent verbal skills, with the ability to interact with the customer over the telephone
- Excellent customer service, teamwork and communication skills is required
- Good interpersonal skills to interact with customers, senior level personnel, and junior team members
- Strong customer service, communication skills, and a positive attitude are required
- Skilled at utilizing Microsoft Office systems or able to acquire required skillset
3
Experience For Das-help Desk Analyst / HDA Resume
- Excellent customer service and communication skills to service customer base by phone or by email
- Demonstrates an understanding of technical skills within area of responsibility and the ability to work independently
- Good communications and analytical skills
- Good organizations skills with ability to multi-task
- Excellent follow through and accuracy skills
- Strong customer service and communication skills (face-to-face, phone and email)
- 3) Strong customer service skills and can work independently with minimal supervision
- Seeking ideally someone with excellent customer service experience
4
Experience For Senior Clinical Help Desk Analyst Resume
- Experience with Information Technology, including 2 years support experience with networked PC equipment
- Intuitive problem-solving skills
- Resolve incidents effectively and efficiently, recognize customers’ level of understanding and address appropriately
- Experience supporting or good knowledge of network protocols (TCP/IP, LAN, and WAN)
- Experience supporting or strong knowledge of Microsoft Office 2013 (Word, Excel, and PowerPoint)
- Effectively deliver clear messages
5
Experience For Junior Help Desk Analyst Resume
- Communicate effectively with non-technical users who are directly responsible for patient care
- Strong customer service and technical support experience
- Strong ability to work through complex problems and provide efficient and effective solutions
- Proven experience as a help desk analyst or other support role
- Extraordinary analytical & customer service skills
- Prior IT Helpdesk related work experience in a Windows call center environment
- Adapts to rapidly changing priorities with strong time management and accountability
6
Experience For Help Desk Analyst, Associate Resume
- Self-motivated to further develop technical skills
- Able to work effectively and efficiently in a Call Center work environment
- JNCIA or CCNA certification or equivalent skill level developed through industry experience is required for Tier II
- Apply fundamental troubleshooting skills to isolate and diagnose software, hardware and connectivity problems
- Advanced computer skills (Windows 10, Microsoft Office 2016)
- Sufficient maturity and interpersonal skills needed to contend with potentially difficult situations and users in a professional manner.
- Effectively, professionally and respectfully represents other Information Technology staff members, teams, and their services to the client community
- Prior experience in a customer service environment necessary
- Prior experience with password reset and web application support
7
Experience For Enterprise Help Desk Analyst Resume
- Effectively assess caller's needs or requirements
- Any other language skills desirable
- Great communication skills, specifically over the phone
- Customer Service and Soft Skills- They have to be able to support customer and be a problem solver
- ) Excellent Customer Service (over the phone) - at least 1 year of experience as a helpdesk technician or in a call center environment)
- Some prior IT education or informal experience is helpful but not a requirement
8
Experience For IS Senior Help Desk Analyst Resume
- Experience with Windows XP and Microsoft Admin experience (i.e. SMS, AD, DNS)
- Exceptional customer service and triage skills
- Exercise sound judgment, show initiative, and effectively use resources
- Works effectively to promote and support teamwork
- Superb Customer Service and Communication Skills
- Learn new technical skills quickly required
9
Experience For Functional Help Desk Analyst Resume
- Prior experience
- Strong MS Windows and Outlook support experience and knowledge
- Strong Customer focus Strong Customer Service focus
- Prioritizing incidents based on end-user urgency and organizational impact
- Working experience of remote control software, and IT Ticketing Systems
- Working experience documenting issues and their resolutions in a computer system
- Working experience of computers, peripherals, multifunctional printers, UPS, etc
- Imaging Experience with SCCM
- Experience performing quality assurance tasks such as creating reports, reviewing tickets, providing feedback, monitoring calls, surveying clients, etc
10
Experience For JET Help Desk Analyst Resume
- Experience initiating and escalating incident tickets and/or problem reporting
- Windows 7 and 10 experience dealing with troubleshooting, active directory, patch management, browsers (Chrome, Firefox, iE, Edge) networking, and security
- Experience supervising, training, and leading teams
- Experience troubleshooting, resolving or escalating issues - 4-5 Years
- Experience supporting iPhone or iPad in an enterprise environment using AirWatch MDM
- 6 months + of experience with resetting passwords and verifying permissions
List of Typical Skills For a Help Desk Analyst Resume
1
Skills For IT Help Desk Analyst Resume
- Skilled at developing and executing goals, while effectively and efficiently utilizing all resources to meet deadlines
- Strong interpersonal, multi-tasking, problem solving, and organizational skills required
- Excellent questioning skills as well as the ability to identify, isolate and communicate problems from and to all levels of customer base and staff
- Excellent desk side and remote troubleshooting skills
- Good writing skills to create procedures that can be used to solve future problems
- Excellent Customer Service skills and tactics for providing service to employees
- Well rounded IT professional with strong hardware and software trouble-shooting skills
- Strong troubleshooting and technical skills
2
Skills For Senior Help Desk Analyst Resume
- Strong PC networking or system analysis skills
- Excellent written and oral communication skills; comfortable presenting ideas and concepts
- Good key boarding skills. At least 20 words a minute
- Excellent troubleshooting and hardware diagnostic skills to include desktops, laptops, and printers
- Strong customer service experience, ideally with experience helping customers over the phone
- Independent analysis and strong problem-solving skills
3
Skills For Das-help Desk Analyst / HDA Resume
- Excellent interpersonal and team building skills – willingness to work as part of a large group
- Strong analytical and problem-solving skills
- Solid networking and security skills
- Demonstrated communication, interpersonal, organizational, analytical and problem-solving skills required
- Good Customer Service skills, including the ability to empathize, listen, and show patience to all levels of customers
- Strong people and communication skills and a knack for problem solving
- Solid technical and process background, with strong focus on customer service and excellent communication
- Exhibit excellent leadership, communication, interpersonal and organization skills
- Good verbal and non verbal communication skills
4
Skills For Senior Clinical Help Desk Analyst Resume
- Demonstrate organization skills to manage multiple open calls, call backs from Escalation Partners, and follow-up with customers
- Utilize effective time management skills
- Strong service attitude and ability to work independently and as part of a team to ensure customer needs are effectively met
- Team player with strong communication, project and personal management skills
- Have strong computer literacy skills and the ability to use Microsoft Office 2013 & 365 products
- Excellent interpersonal skills, written, and oral communications
- Great Communication skills and previous experience in a call center environment/inbound calls
- Excellent Communications skills(Voice & Email) to handle global customers
- Excellent documentation skills and attention to detail
5
Skills For Junior Help Desk Analyst Resume
- Demonstrated PC hardware installation and configuration skills
- Strong administrative skills with the ability to organise and coordinate multiple tasks
- Outstanding customer service, interpersonal and written/verbal communication skills
- Proven experience in installing and configuring operating systems, networked and local printers, and business applications
- Prior experience supporting students, faculty, and staff in a higher-education setting
- Experience supporting or strong knowledge of Microsoft operating systems (Win7 and Win8)
- Technical skills: Active Directory, Users, Security Groups, Outlook/ Exchange, Ethernet, networking, Network printing, Citrix, Mobile Devices (iPhone, iPad)
- Work with third-party vendors and consultants on developing system-specific skills and resolving issues
- Demonstrates patience and control when dealing with difficult situations to adapt to multiple demands and rapidly changing priorities
6
Skills For Help Desk Analyst, Associate Resume
- Proven experience in installing and configuring Windows OS, networked and local printers, and business applications
- Serves as a mentor and consultant to team members by coaching the individuals in developing help desk skills
- Prior experience using a ticketing system
- Works closely with the Call Center Managers, effectively communicating the day’s events, troubleshooting efforts, and ticket statuses
- Enhances and develops quality support methods and communication skills through coaching, feedback, closing script review, and other developmental approaches
- Enhances and developsquality support methods and communicationskills through coaching, feedback, closing script review, and other developmental approaches
- Pursues training and development opportunities; Strives to continuously build knowledge and skills of supported products
- Prior experience using Enterprise Incident capture tools (Remedy, Salesforce, Service Now)
- Public speaking and presentation skills with an ability to cater to various audiences
7
Skills For Enterprise Help Desk Analyst Resume
- Prior experience providing customer service in a Help Desk or technical support environment
- Knowledge and experience with mail or server administration, and experience developing
- Proficient computer skills, including email, Microsoft Excel, PowerPoint, and Word
- Learn new skills and keep current with rapidly changing information technology
- Customer service experience in either a call center environment or position involving significant call volume experience in phone based customer support
- Basic math skills including addition, subtraction, multiplication, division, fractions, and percentages
- Strong technical troubleshooting experience of both physical and logical problems
- Web authoring skills and knowledge of HTML required
- Superior technical skills to include troubleshooting and issue correlation abilities
8
Skills For IS Senior Help Desk Analyst Resume
- Manages time effectively while assuring attention to details
- Proven experience supporting Office 2010 and Windows 7 from a help desk perspective
- Outlook and email troubleshooting skills
- Basic call routing skills
- Network connectivity troubleshooting skills
- Demonstrated knowledge and experience supporting Microsoft Windows platform
- Have experience supporting end users to setup, operate and troubleshoot personal computers, printers and external computer peripherals
9
Skills For Functional Help Desk Analyst Resume
- Attention to detail and proficient desktop troubleshooting skills
- Have experience supporting end users to set-up, operate and troubleshoot personal computers, printers and external computer peripherals
- Skills in navigating basic office equipment and protocols
- Well-developed interpersonal, organizational, and problem solving skills and be a team player with a desire to provide a high level of customer service
- Provide some Wireless, Ethernet, Basic networking skills
- Apply fundamental troubleshooting skills to isolate & diagnose software, hardware, & connectivity problems
10
Skills For JET Help Desk Analyst Resume
- Strongly desire someone who has experience with batch scripting such as vb script
- Strongly desire someone who has experience working with SMS or SCCM
- Follow-through skills – ability to take open issues through to resolution, along with adequate communication
- Exceptional customer service experience and proven ability to provide high quality customer service via the phone and email
- Customer Service and Soft Skills- They have to be able to support high energy customer and be a problem solver
- Prior Help Desk or Technical Support experience
- Solve problems in standard situations. Requires intermediate analytical skills
- Effectively present information to an internal and/or external groups of personnel
- Sufficient maturity & interpersonal skills needed to contend with potentially difficult situations & users in a professional manner.
List of Typical Responsibilities For a Help Desk Analyst Resume
1
Responsibilities For IT Help Desk Analyst Resume
- Act as a liaison between Visa’s technical & business support teams, fostering a partnership relationship between them and effectively managing customer expectations
- Excellent customer service with strong follow up, verbal and written communications skills required
- Exhibit good interpersonal skills
- Strong verbal and written communication skills; Superior telephone etiquette
- Excellent oral, written and interpersonal communications skills required
- The ability to switch between tasks and multi-task effectively during peak times
- Prior experience with resetting passwords in various Information Systems
- Develops business and technical writing skills. Assists Field Support Analysts with technical issues
- Dealing with Ambiguity-Able to successfully function during times of uncertainty and changing priorities
2
Responsibilities For Senior Help Desk Analyst Resume
- Knowledge/experience in setting up PC and Mac desktops using the latest operating systems
- Experience with JIRA or other Help Desk incident tracking software using macro and reporting functions
- Strong background in use of Help Desk tools, processes, procedures, and environment, including call tracking software (Service Manager)
- Demonstrated knowledge of PC operating systems, networking architecture, hardware and peripheral device configurations and connectivity methods
- Experience utilizing a knowledge base while troubleshooting incidents
3
Responsibilities For Das-help Desk Analyst / HDA Resume
- Ensures timely escalation of customer problems by documenting the impact to the customer and by assigning an appropriate priority
- Experience troubleshooting over the phone and/or via messaging in a high volume environment
- Active Directory experience/adding & deleting users
- Experience working in a ticketing system such as BMC Remedy, Service Now or others
- Experience working with and troubleshooting Skype for Business (formerly Lync)
- Experience utilizing a ticketing system
- Experience supporting Windows and Mac operating systems, Microsoft Office suite and mobile devices
- Experience supporting/troubleshooting Windows 7/10, Microsoft Office Suite, Ctirix/VPN
4
Responsibilities For Senior Clinical Help Desk Analyst Resume
- Proficiency at working on multiple tasks simultaneously and changing priorities
- Demonstrated excellence in installing and configuring Windows OS, networked and local printers, and business applications
- Experience working with and supprting Active Directory
- Experience in a Help Desk or IT support environment including 2 years supporting enterprise applications in a corporate environment
- Experience troubleshooting Wins 7/10 operating system
- Someone with great customer experience (Being in any type of customer support role dealing with customers/end users would be fine
- Experience supporting, troubleshooting and break/fix on various hardware such as Dell and Lenovo laptops and desktops, printers, scanners,
- An openness and flexibility in dealing with changing priorities required
5
Responsibilities For Junior Help Desk Analyst Resume
- IT-related troubleshooting experience OR completion of two-year technical training program
- Experience installing software applications as well as troubleshooting software support
- Experience using ticketing systems (such as Footprint)
- Experience supporting clients in an Active Directory Network/using Active Directory
- Previous experience utilizing ticketing system
- Experience using and supporting the use of smart phones for business
- 1) experience working in a banking environment
6
Responsibilities For Help Desk Analyst, Associate Resume
- Experience with using and support Files sharing applications
- Experience with Windows 7 including installation, configuration, troubleshooting and migration from earlier versions of Windows
- Experience at a Help Desk or in a technical troubleshooting role
- Experience in a professional environment assisting customers with their IT needs
- Strong technical understanding of products supported by the company
7
Responsibilities For Enterprise Help Desk Analyst Resume
- Experience troubleshooting all in one fax/scanner/copier wireless printers
- Build a good working knowledge of Group IT environment in order to achieve higher levels of first time fixes
- Experience with managing of customer requests
- Have at least 3+ continuous years' experience answering calls
- Demonstrated ability in multitasking and can successfully handle multiple disparate tasks
- Wide ranging experience with network communication
- Solid understanding of Microsoft Office XP
- Min 3 years experience working in an enterprise IT help desk environment
- Demonstrated ability to communicate orally and in writing in a clear concise and courteous manner
8
Responsibilities For IS Senior Help Desk Analyst Resume
- Experience with iPhone setup and configurations including device management software
- Experience with call routing
- Experience working with network flow and packet capture analysis tools such as Netscout, NetFlow and Wireshark
- Vast experience working within a Windows & Microsoft environment:troubleshoot Microsoft Suite
- 2) Experience with documentation and detail(creating tickets for escalation)
9
Responsibilities For Functional Help Desk Analyst Resume
- Experience with ticketing systems
- 2) Experience with knowledge/support of desktop operating systems Windows 7/10, Windows 2003 and 2008, and MS Office 2013/2016/365
- Experience of supporting Apple smart phones
- Experience supporting a corporate/enterprise level environment
- Maintain a solid working relationship with business partners, store associates, and IT field professionals/vendors
- Experience working on a Help Desk or in a related capacity
- Solid understanding of LAN/â??WAN topology, network protocols switches, and firewalls
10
Responsibilities For JET Help Desk Analyst Resume
- Experience working within a multi-site organization or group
- Windows 2010 & 2016 (Preferable experience upgrading to 2016)
- Experience in a customer/end-user facing environment
- Basic desktop and laptop support and troubleshooting Skill
- Skilled at working in collaborative team environments
- Experience working on an outsourced help desk team preferable
- Strong understanding of general, security-related procedures
- Previous experience using TeamViewer
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