Senior Service Desk Analyst Resume Sample

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Work Experience


Senior Service Desk Analyst
02/2017 - PRESENT
Philadelphia, PA
  • All other miscellaneous help desk issues as they arise
  • Experience in programming and/or computer support services of a technical nature OR 1+ year experience as Computer Support Analyst I OR equivalent combination of education/experience
  • Raytheon UK has an opportunity for a Senior Service Desk Analyst within the UK Information Technology function. The function is responsible for the delivery of IT services to all UK based divisions to successfully enable our expanding business and assure operational delivery of critical functions and services that are reliant on all aspects of technology
  • Provides first level accurate and creative solutions to customer issues of up to serious and critical nature to ensure customer productivity and escalates as necessary
  • 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
  • Maintains Service Desk e-mail, chat and web portal(s) by reading, opening/documenting information into ITSM tickets and resolving or escalating to proper person or department
  • Enhances and develops quality support methods and communication skills through peer-to-peer coaching, feedback, quality monitoring, and other developmental approaches
  • Participates in on-call rotation for critical response to after hour customer calls
Out of Hours Senior Service Desk Analyst
06/2010 - 11/2016
Dallas, TX
  • Coordinates Service Desk special projects, project testing and advanced issue and problem resolution
  • Assist in setting Service Desk standards and develop guidelines, as well as help others interpret policy
  • Intermediate knowledge of System Administration functions
  • Addresses and resolves basic and complex incidents and requests; enters quality information into logs and appropriately captures data; Completes follow-up and follow-through on all calls
  • Manages all incidents and requests to ensure that root cause analysis is completed by a service resource, if required
  • Ensures the end-to-end customer experience and provides a single point of contact for the customer
  • Uses the appropriate CTI categories for logging incidents and requests
  • Contributes to self-help knowledge bases and documents typical requests and incidents, resolutions, and work-around procedures
  • Identifies, evaluates, promotes, and implements customer support best practices

Education


University of Phoenix - Burlington Learning Center
2004 - 2009
Bachelor's Degree in Computer Science

Professional Skills


  • Demonstrates strong analytical skills or solid understanding of troubleshooting methodology
  • Excellent communication skills including; written, verbal, and listening
  • Strong interpersonal skills and confident communicating with senior level staff
  • Outstanding organisational and troubleshooting skills
  • Troubleshoot and problem solve efficiently by using active listening skills and asking pertinent, specific questions
  • Exceptional interpersonal skills, with a focus on listening, and questioning
  • Proven experience resolving incidents quickly by using remote support tools

How to write Senior Service Desk Analyst Resume

Senior Service Desk Analyst role is responsible for technical, troubleshooting, customer, analytical, design, reporting, security, training, hardware, mobile.
To write great resume for senior service desk analyst job, your resume must include:

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

Contact Information For Senior Service Desk Analyst Resume

The section contact information is important in your senior service 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 Senior Service Desk Analyst Resume

The section work experience is an essential part of your senior service 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 senior service 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 senior service desk analyst position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions. Representative Senior Service Desk Analyst resume experience can include:

  • Effective and positive communication skills for written and verbal interaction are essential
  • Working with various support teams to effectively resolve incidents and problems
  • Demonstrated experience in standard operating systems and network protocols
  • Coach, mentor and train other analysts to assist with their professional development and growth in both technical and “soft” skills
  • Identify trends with incoming calls to effectively initiate incident escalation process where appropriate
  • Coordinating with internal and external teams to ensure a positive user experience

Education on a Senior Service Desk Analyst Resume

Make sure to make education a priority on your senior service 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 senior service 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 Senior Service Desk Analyst Resume

When listing skills on your senior service 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 senior service desk analyst skills:

  • Demonstrated experience in negotiation skills (specifically in resetting client expectations, realigning KPI’s, etc.)
  • Demonstrated experience in communication skills (e.g. assignments, presentations and reporting, etc.)
  • Good analytical skills and methodical approach to problem solving role or recent academic studies
  • Solid technical background with an ability to give instructions to a non-technical audience and solid customer service experience
  • Effective personnel management and team management skills
  • Demonstrated analytical skills and the ability to understand technical concepts

List of Typical Experience For a Senior Service Desk Analyst Resume

1

Experience For Out of Hours Senior Service Desk Analyst Resume

  • Excellent organizational skills with the ability to prioritize workload based customer needs and the impact to the organization
  • Excellent organisational and troubleshooting skills
  • Proven experience using and troubleshooting Microsoft Office (O365) within a network environment (permissions, calendar sharing, and delegation)
  • Strong understanding and demonstrated commitment to process improvement, documentation and information sharing
  • Previous experience demonstrating 2nd line / desktop support experience
  • A combination of education and experience which meet the requisite skill level
  • Proven hands on SCCM experience
  • Incident Management experience – Managing incidents including business expectations and communication and dealing with escalations
  • Experience using a ticketing system such as ServiceNow or similar to manage workload
2

Experience For Sheffield Senior Service Desk Analyst Resume

  • Experience of using Windows 7 operating environment
  • Basic training and experience in networking, Active Directory, and Exchange
  • Incident Management experience – Managing incidents, including business expectations and communication – essential
  • Prioritize and diagnose incidents according to agreed procedures. Investigate causes of incidents and seeks resolution. Escalate unresolved incidents
  • Reproduce customer issues as necessary; Test all fixes prior to delivering to customer
  • Be flexible, work under pressure, prioritize and multitask
  • Strong hands on knowledge of Microsoft based operating systems with emphasis on Windows 10 and Office 2016
3

Experience For Senior Service Desk Analyst Resume

  • Cisco/Tandberg Video Conferencing set up and issue resolution experience
  • Experience working with Microsoft Intune mobile/tablet app support
  • Proven track record of dealing with UK customers
  • Strong knowledge of Windows and iOS operating systems, Microsoft Outlook and Microsoft Office Suite products
  • Strong knowledge of personal computer hardware, including laptops, desktops, monitors, keyboards, mice, printers, scanners, fax machines and iDevices
  • Provide remote support and assistance focusing on the expedited resolution of incidents experienced by end-users
  • IT Service Desk and/or Call Centre experience required – specifically supporting users remotely
  • Strong hands on knowledge of Microsoft based operating systems with emphasis on Windows 10 and Office and Google Docs
  • Financial sector experience (Banking environment)
4

Experience For Out of Hours Senior Service Desk Analyst Resume

  • Experience with using and troubleshooting Outlook 2007 within a network environment (including but not limited to: permissions, calendar sharing, delegation)
  • Hands-on experience working with asset management and ticketing system tool
  • Educated to A level standard or equivalent + 3 years experience working in IT support or Service Desk
  • Organisation and planning abilities, ability to prioritise as required
  • Strong knowledge of Microsoft-based operating systems with emphasis on Windows 7 and Office 2010
  • Experience in multi-user, multi-host environment
  • Experience in a Service Desk in a medium to large global corporate environment
5

Experience For Sheffield Senior Service Desk Analyst Resume

  • Experience of using remote assistance tools
  • Experience in Windows Server 2012 setup and configuration
  • Developing, maintaining, and enforcing support procedures and processes
  • Replacing hardware and installing new software on associates’ machines
  • Maintaining an Asset Database and tracking changes
  • Operating Systems and Applications deployment practices and automation (Imaging)
6

Experience For Senior Service Desk Analyst Resume

  • Recommending enhancements and bug fixes to decrease incidents
  • Communicating known errors and problems to end users
  • Diagnosing hardware and software malfunctions
  • Meeting performance measures
  • Programming (jscript, PHP, SQL and other tools)
  • Understanding of different wireless devices (cell phones and tablets)
7

Experience For Out of Hours Senior Service Desk Analyst Resume

  • Working knowledge of Office 365, Active Directory, and Exchange
  • Working knowledge of Active Directory and Windows permissions
  • Enters and maintains accurate information and data regarding end-user issues within a Service Desk ticketing system, and according to policies and standards
  • Assists end users over the phone to resolve problems such as resetting passwords and resolving common printing problems
  • Basic Active Directory knowledge. Creating user accounts, resetting passwords, creating groups, etc
8

Experience For Sheffield Senior Service Desk Analyst Resume

  • Provide peer mentoring and coaching of Service Desk Analysts
  • Handles first line incidents, including triage and troubleshooting, resolution where
  • Assist in managing Service Desk team and evaluating performance
  • Performance reporting using service desk metrics
  • Maintain knowledgebase articles pertaining to Foot Locker IT support actions ensuring articles are accurate and up to date
  • Oversee timely delivery of quality technical support service while assisting in managing Service Desk team on a day to day basis
9

Experience For Senior Service Desk Analyst Resume

  • Enters and maintains accurate information and data regarding end user issues within designated tracking system
  • Document, assign, track, investigate and resolve issues while closely liaising with staff keeping them informed on status
  • Support Business Analyst unit with testing, spec writing, system investigation requests, queries
  • Isolate User issues using standard IT practices, once isolated researching the issue to either resolve or escalate to tier 2 technicians
  • Managing IT assets and purchasing end user technology
  • Document, assign, track, investigate and resolve issues while closely liaising with staff and keeping them informed on status
  • Give users clear, precise, and thorough instructions while attempting to resolve the problem or assisting team members
10

Experience For Out of Hours Senior Service Desk Analyst Resume

  • Communicate well with other IT teams when escalating tasks or assisting them to understand the business impact of an incident or an urgent request
  • Grows deeper knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact
  • Ensure that requests for assistance are responded to in a timely manner according to agreed SLA’s
  • Assist team leader in responding to customer queries or escalations
  • Ensure SLA targets are achieved and working to reduce SLA target times
  • Regularly conducting system & server checks to reduce and service outages

List of Typical Skills For a Senior Service Desk Analyst Resume

1

Skills For Out of Hours Senior Service Desk Analyst Resume

  • Manage multiple tasks and priorities and work effectively under pressure
  • Resolve incidents/problems efficiently and effectively, recognizing customers’ competence levels, and able to approach each level appropriately
  • Enable our team to work quickly and effectively together; achieving critical KPIs and SLAs
  • Proven experience in commercial call logging tools such as ServiceNow, CA Service Desk or Remedy etc
  • Proven experience in delivering exceptional customer service
  • The ability to communicate effectively with all levels of staff, business and IT, technical and non-technical
  • To prioritize workload, and escalate high priority calls to the Service Desk Manager and Enterprise Operations Center as per the SOPs
  • Synthesize feedback and adjust plans accordingly Demonstrated ability to build strong relationships inside and outside the organization
2

Skills For Sheffield Senior Service Desk Analyst Resume

  • Communicate effectively and persuasively with team members and end users
  • Customer service orientation and/or prior customer service experience
  • Proven experience in commercial in bound telephony systems typically used in Call Centres, Help/Service Desks such as CISCO or ALCATEL
  • Providing Excellent Customer Service to internal and external ASLD customers
  • Outgoing and confident, and an excellent, active listener
  • Participates in mentoring and training new team members and assists less experienced team members with trouble-shooting customer’s problems
  • Uses Knowledge Database to assist with triaging problems, assigning proper priority to issues and assigning issues to the correct IS Support Teams
  • Incident Management experience – Managing incidents, including business expectations and communication is essential
3

Skills For Senior Service Desk Analyst Resume

  • Strong understanding of HCA security-related procedures. Understanding of Healthcare technology industry
  • Builds a strong relationship with end users by projecting a positive attitude and providing helpful support
  • Practical experience in managing and delivering to Service Management disciplines (e.g. ITIL V3)
  • Strong proficiency in troubleshooting and resolving hardware, software and network issues
  • Shows initiative and acts independently to resolve problems while balancing other priorities
  • To maintain a comprehensive understanding of the Service Desk knowledge base to deliver an unparalleled customer service experience
  • Experience at working both independently and in a team-oriented environment
4

Skills For Out of Hours Senior Service Desk Analyst Resume

  • Experience troubleshooting issues related to Microsoft Office16 /O365 suite
  • Experience in troubleshooting issues related to permissions, security, access, information management systems, Unified communications
  • In IT industry including 1 years + work experience in equivalent capacity
  • To improve user confidence in the use of IT, being empathetic to a variety of new and experienced learners needs
  • Tests all fixes prior to delivering to customer
  • Possesses strong troubleshooting ability
5

Skills For Sheffield Senior Service Desk Analyst Resume

  • The ability to balance and prioritize incoming support issues
  • We are seeking an individual with a positive attitude, an ability to provide excellent customer service, and a passion for continuous improvement
  • Acts as a mentor and trainer for newly hired analysts as they work to complete their technical and soft skill training, and business unit certifications
  • Experience in a previous customer service or support role, preferably telephone based
  • Good customer attitude and approachability
  • IT customer service/support related experience
6

Skills For Senior Service Desk Analyst Resume

  • Experience of 3rd party vendor escalations where problems cannot be resolved in-house
  • Strong knowledge of networking concepts and applications
  • Five (5) to Seven (7) years of help desk experience required
  • Strong knowledge of computers, peripherals, and configurations, as well as commonly installed business software (e.g., Microsoft Office)
  • Experience in support of a dynamic Help Desk environment covering
7

Skills For Out of Hours Senior Service Desk Analyst Resume

  • Experience in a Service Desk in a medium to large global corporate environment
  • Strong support Office and Google Docs products
  • Experience with JIRA Service Desk
  • Directly related experience (such as computer systems or IT support) within a service desk/technical support environment
  • Experience of Microsoft Windows 7/10 fault resolution
  • Demonstrates ability and desire to learn Corporate, Division, and Facility-specific applications, technology, and terminology
  • Experience with call center techniques
8

Skills For Sheffield Senior Service Desk Analyst Resume

  • Apple product support experience
  • Proven ability to work with minimal guidance
  • Evaluate incidents/requests for validity
  • Identify and evaluate the priority of the requests/incidents
  • Project coordination in effective manner to achieve the milestone
9

Skills For Senior Service Desk Analyst Resume

  • Conduct long-term research and report on process trends, validation, and performance
  • Experience with IT procurement and supplier management
  • Hands on experience with help desk and remote control software
  • Prioritize and escalate support incidents and requests based on business impact and documented guidelines
  • Hands on experience with help desk and remote-control software
  • Strong display of leadership to include having performed in a lead, supervisory or management role in a similar function
  • Apply knowledge of service level agreements to prioritize work orders and assignments
  • Demonstrated track record/career in I.T/Telecommunications
10

Skills For Out of Hours Senior Service Desk Analyst Resume

  • Experience with an ERP such as SAP
  • Modifying application code and devising software patches or work-arounds, documenting problems and advising the responsible party on support issues
  • Understanding in enterprise infrastructure including Networking, Virtualization, Storage and Cloud computing
  • Planning, developing, and deploying Desktop Images both Hardware and virtual
  • Training Service Desk Analysts during new analyst onboarding or team projects
  • Handling incoming telephone calls, emails and self-service tickets in a customer friendly and professional manner
  • Working knowledge of PC configuration

List of Typical Responsibilities For a Senior Service Desk Analyst Resume

1

Responsibilities For Out of Hours Senior Service Desk Analyst Resume

  • Previous experience using call logging systems (Footprints / Remedy)
  • Experience in liaising with employees at all levels including board level
  • Manage multiple priorities and follow through on projects to completion
  • Working knowledge of active directory, MS exchange and Skype
  • Mentoring new-hires & apprentices
  • Working knowledge of ITIL Lite framework
2

Responsibilities For Sheffield Senior Service Desk Analyst Resume

  • Writing knowledgebase cases and FAQ’s (frequently asked question) documentation for IT and external users
  • Provide support and advice on IT related issues, ensuring the best use of IT systems, influencing changes to working practices where a need is identified
  • Provides advanced level troubleshooting to uncover the specific functional problem of any issues, reproducing customer issues as necessary
  • Achieve successful outcomes while handling difficult situations and customers while always staying positive and professional
  • Flexible with working hours - willing to work additional hours & weekends
3

Responsibilities For Senior Service Desk Analyst Resume

  • Windows 7 configuring and troubleshooting
  • Where necessary, act as the Major Incident Manager or “Controlling Mind” to restore a critical service to normal operation
  • Produces Quality Audit Report regarding weekly calls
  • Grows general knowledge of current products and services, increasing ability to resolve incidents and requests on first contact
  • Walks associates through problem solving process
  • Receives calls, e-mails and web inquiries escalated from Service Desk Analysts, providing answers to complex technical questions
  • Responsible for thoroughly documenting all service requests, incidents, problems and each customer contact in designated tools
4

Responsibilities For Out of Hours Senior Service Desk Analyst Resume

  • Answers incoming calls in a professional, friendly and timely manner
  • Reviews and analyzes ServiceNow data to identify common issues, areas for further training, and other opportunities for improvement
  • Develops training plans for new software and new support analysts
  • Post-secondary diploma in information management, information technology, business administration, or computing science
  • Follow up on tickets in “Pending” state for a longer time and request relevant teams to check for possible actions
  • Perform testing and modification to ensure success of new processes
  • Attained proficiency and certification in supporting multiple business unit environments
  • Participate in the delivery of projects, services and training
  • Assist in the recruitment, development of support Service Desk representatives and technicians and motivate a team operating at a high performance level
5

Responsibilities For Sheffield Senior Service Desk Analyst Resume

  • Customer service oriented with a problem-solving attitude
  • Make recommendations to better assist associates and improve the overall efficiency of daily operating procedures
  • Be willing to participate in rotational “on-call”
  • Resolve / fulfil incoming Service Desk incidents and requests from internal staff
  • Assist in the recruitment, development of support Service Desk representatives and technicians and motivate a team operating at a high-performance level
  • Assist with supporting associates’ hardware
6

Responsibilities For Senior Service Desk Analyst Resume

  • Out of the box thinking and initiatives
  • Citrix ICA clients administration & troubleshooting
  • Antivirus knowledge & troubleshooting (McAfee / Symantec)
  • Network & Infrastructure Monitoring Tools
  • Log all calls in the Service Desk Call Logging system (Remedy 8.1)
  • Blackberry account management and provisioning
  • Thorough working knowledge of ticket management systems process flow/function
  • Microsoft Operating Systems and Applications
7

Responsibilities For Out of Hours Senior Service Desk Analyst Resume

  • IT support Troubleshooting techniques and practices (Tier 1)
  • Basic understanding of Virtual Desktop Environment
  • Helpdesk/Service Desk Software ticketing system
  • Work well in small groups with others in IT in completing complex IT related issues, or projects
  • Assist in meeting Department and Division goals and performance measures
8

Responsibilities For Sheffield Senior Service Desk Analyst Resume

  • Complete ACJIS (Arizona Justice Information Systems Certification) testing within 3 months of employment
  • Knowledge of repairing PCs and peripheral equipment (i.e. printers, monitors, scanners,etc.)
  • Participate in planning with support teams to guarantee proper representation of ITS Service Desk requirements and to provide, receive, and report feedback
  • Familiar with the use of call logging/service management software
  • Exposure to an ITIL based environment and understanding of ITIL methodology
  • Call & ITSM Tracking System
  • Comfortable communicating in person and via phone with peers, managers and vendors
  • Act as a single point of contact for phone calls, emails and self-service tickets from internal staff regarding IT issues, queries and requests
  • Provides after hours and on-call support, as needed
9

Responsibilities For Senior Service Desk Analyst Resume

  • Mentors, supports, and cross-trains other service desk analysts
  • Engages other service resources to resolve incidents that are beyond the scope of their ability or responsibility
  • Identifies and analyzes trends in incidents and requests, and provides feedback to more senior personnel, if warranted. Provides after hours and on-call support as needed
  • Interpret policies, procedures, and guidelines for regional and domestic Service Desk teams for problem management worldwide in accordance with departmental standards
  • Acts as initial point of contact for user support calls to the IT Service Desk such that all calls are logged correctly and promptly allocated appropriately within the IT team
  • Carries out a prescribed program of system performance monitoring, measurement, management, and capacity planning for computer systems, to support a pro-active approach to meeting changing system demands
  • Act as shift lead when necessary, functioning as first point of contact for all issues relating to the service during the assigned shift and escalating, when necessary, to the relevant escalation teams
  • Provide formal and informal training to new members or in aid of coaching
10

Responsibilities For Out of Hours Senior Service Desk Analyst Resume

  • Coach and mentor more junior members of the team
  • To come in on time and on scheduled shift and Breaks assigned by people manager
  • Advise people manager of planned/unplanned leaves as below
  • Act as first level escalation for technical or process related queries from Service Desk Analysts
  • Be accountable for and actively contribute toward the achievement of Customer Service Levels
  • Monitor telephone queues & answer calls within stated guidelines
  • Accurately diagnose, record and update records (via phone, email & web) accurately in the Enterprise Toolset within stated guidelines

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