Service Desk Analyst Resume Sample
Marlin Gibson
404 Carroll Trail,
New York,
NY
+1 (555) 527 5140
Work Experience
Service Desk Analyst
05/2017
-
PRESENT
Dallas, TX
- Develop technical documentation for other Executive IT Support staff and end users
- Works with end users over multiple contact channels to resolve incidents and answer questions
- Follows Service Level Agreements (SLA) to ensure timely resolution and proper group ownership of incidents
- Receives and fulfills requests from end users
- Identifies repetitious incidents and connects them to a problem while working to resolve and provide feedback to the root cause
- Stays current with the knowledgebase and follows the documented procedures for the quick resolution of incidents
- Participates in educational-related events to further understand and improve the support process for our Business Partners
Education
University of North Carolina at Asheville
2013 - 2017
Bachelor's Degree in Computer Science
Professional Skills
- Demonstrated verbal and written communication skills to include excellent phone etiquette, effective writing and interpersonal communication skills
- Strong communication skills, excellent organizational skills and attendance record - required
- Excellent interpersonal, written and oral communication skills; strong customer service skills
- Excellent Customer service skills Excellent written and oral communication skills
- Strong documentation skills and attention to detail. Customer Focus; demonstrating empathy with others, good listening, and questioning skills
- Excellent customer service skills, along with good questioning & listening skills
- Excellent communications skills, good time management and problem-solving skills
How to write Service Desk Analyst Resume
Service Desk Analyst role is responsible for customer, technical, interpersonal, troubleshooting, english, analytical, listening, organizational, resolve, documentation.
To write great resume for service desk analyst job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Service Desk Analyst Resume
The section contact information is important in your 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
- Telephone number
Work Experience in Your Service Desk Analyst Resume
The section work experience is an essential part of your 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 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 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 Service Desk Analyst resume experience can include:
- Documentation skills, excellent verbal and written communication skills
- Effectively communicate to peers, technicians and client using vocal, written, questioning and listening skills
- Excellent problem solving skills using judgment and experience
- Demonstrated excellent customer service and troubleshooting skills in a technical environment
- Have experience in a customer facing role and have strong customer service and communication skills
- Strong organizational skills and the ability to manage multiple business priorities and projects
Education on a Service Desk Analyst Resume
Make sure to make education a priority on your 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 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 Service Desk Analyst Resume
When listing skills on your 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 service desk analyst skills:
- Excellent Communications Skills, good time management and problem solving skills and able to work on own initiative, multi task and deal with pressure
- Demonstrate effective soft skills, active listening skills and ability to empathize with customer’s situation
- Utilizes excellent technical and interpersonal skills as well as strong customer service skills
- Advanced troubleshooting and multi-tasking skills; ability to prioritize and manage time effectively
- Excellent communication skills with the ability to communicate effectively via documentation, telephone, and e-mail
- Intermediate level communication skills: Demonstrated ability to effectively communicate by phone or in person
List of Typical Experience For a Service Desk Analyst Resume
1
Experience For IT Service Desk Analyst Resume
- Interpersonal and customer service skills, with a focus on listening and questioning skills
- Driven, proactive, initiative, result-oriented, highly committed to work, good interpersonal, excellent customer service skills
- Strong interpersonal and communication skills including writing, listening, and facilitating to internal and external clients
- Technical: Excellent technical troubleshooting and problem solving skills as they relate to troubleshooting tier 1 and tier 2 issues remotely and locally
- Excellent customer service skills including being proactive, courteous, and approachable while maintaining composure in tense situations
- Establish effective strong, effective working relationships with users, clients, vendors and other staffing resources
2
Experience For Service Desk Analyst Resume
- Skills: Skill in connecting and maintaining Workstation and Network equipment
- Strong troubleshooting, multi-tasking, organizational and time-management skills
- Strong skills in customer service, relationship building and communication at all levels
- Detailed knowledge of PC related hardware with excellent hardware and software troubleshooting skills
- Good complaint handling and customer service skills
- Strong decision making skills with the ability to provide timely and accurate follow-up
- Demonstrates constructive problem-solving skills both individually and as part of a team
- Good problem-solving skills and a logical thinker
- Highly dependable, good time management skills and self-motivated
3
Experience For IT Service Desk Analyst Resume
- Proven ability to operate in high pressure situations and successfully handle multiple priorities
- Excellent written & verbal communication skills. Fluency in Italian is beneficial but not essential
- Possess excellent interpersonal and communication skills including liaising with personnel at all levels
- Excellent customer support/service skills
- Excellent communication skills with ability to present technical concepts in common language
4
Experience For Service Desk Analyst Resume
- Proven ability to use time effectively AND efficiently
- Exhibit strong incident remediation skills
- Excellent written and verbal communications skills with an emphasis on communicating technical information to a wide range of end-users
- Excellent communicational skills, verbal and written
- Good Customer Service skills with both internal and external contacts
5
Experience For IT Service Desk Analyst Resume
- Excellent communication skills in Mandarin and English language
- Multi-task in a team environment with excellent communication and organizational skills
- Effectively prioritize and execute tasks in a high-pressure, team environment
- Excellent communication, customer service, problem solving and interpersonal skills
- Excellent communication, technical documentation, and analytical problem-solving skills
6
Experience For Service Desk Analyst Resume
- Excellent PC skills including knowledge of MS Office, Outlook and SharePoint technologies and other common desktop applications
- Performs total call ownership - good time management and follow up skills
- Excellent customer service skills, able to develop real rapport with our colleagues
- Strong communication skills and able to provide technical support over the phone
- Good relationship management and social skills
- Demonstrated ability to effectively communicate with both business and IT customers
- Using scripts and personal skills and knowledge to resolve incidents at 1st line
- Outstanding communication, interpersonal skills and ability to interact with all levels of an organization
- Amazing customer service and communication skills
7
Experience For IT Service Desk Analyst Resume
- Using negotiation and influencing skills to get things done where a direct reporting relationship does not exist
- Responsible for personal development including keeping up to date with all training material provided and ensuring training is reflected in the skills matrix
- Understands and meets expectations for all calls including opening, problem solving, customer service skills, and call closing
- Effectively communicating, managing and escalating issues
- Strong experience with and able to support operating systems, including Windows 7 and 10, Mac and Android systems
- Proven understanding of Microsoft Windows operating systems (Solid)
- Experience supporting end-users in a professional environment, experience within a law firm setting is ideal
8
Experience For Service Desk Analyst Resume
- Problem solving skills and quick and decisive decision making
- Multi-tasking, planning and coordination skills
- Technical support experience with demonstrated competency using help desk call tracking software
- Prior experience of using IT Service Management ticketing systems
- Prior experience providing outstanding customer service and desktop support in a timely manner
- Experience working in a related IT environment or providing strong Customer Service to internal or external customers
- 3rd line Networking/Server skills being beneficial but not essential
9
Experience For IT Service Desk Analyst Resume
- Communicate effectively via documentation, telephone, and e-mail; and with customers and peers in varying roles
- Analytical problem-solving skills to follow an incident or problem through to resolution
- Basic IT Knowledge & IT Troubleshooting Skills
- Proven experience with Data Cabling / Computer Facilities maintenance
- At least 1-year prior experience with IT Ticketing Systems
10
Experience For Service Desk Analyst Resume
- At least 1-year prior experience working on laptops, desktops & tablets
- Work independently, take initiative, set priorities and see projects through to completion, meet deadlines and respond to changing priorities
- Effectively communicate, both verbally and in writing, and follow written and verbal instructions
- Use online tools effectively (WebEx, Network Streaming)
- Skills supporting a highly distributed and mobile customer environment
List of Typical Skills For a Service Desk Analyst Resume
1
Skills For IT Service Desk Analyst Resume
- Strong oral, written, and interpersonal communication skills to work effectively with internal and external customers
- Customer-oriented skills (ability to listen), sense of service, good interpersonal skills with internal and external customers
- RF experience desirable. Proven ability to multi-task. Strong interpersonal and communication skills
- Excellent interpersonal ,Analytical thinking, planning and good presentation , along with the reporting skills
- Work calmly and effectively in pressure situations and manage time effectively in a changing environment
- Experience working with ticket management – demonstrated skill in the effective documentation and management of work-through service request software
- Multi-task oriented -Exceptional interpersonal skills with the ability to communicate effectively, both written and verbal
2
Skills For Service Desk Analyst Resume
- Demonstrate the ability to operate effectively
- Excellent customer service skills and strong work ethic/diligence
- Understand and have experience of IT support / service delivery processes, or have a true interest in gaining those skills and experience
- Effectively identify, possess strong analytical and reasoning capabilities, and develop strong logical and analytical decisions
- Accurate and thorough in listening skills, documentation and customer service skills
- Exceptional telephone soft skills and above average typing skills
- Proven interpersonal, verbal, and written communication skills (Solid)
- Strong interpersonal communication skills that demonstrates an ability to adapt to difference situations with ease
- Maintains and demonstrates excellent teamwork skills during brainstorming and collaboration meetings
3
Skills For IT Service Desk Analyst Resume
- 6 months to 1 year work experience appreciated Strong Windows OS and MS Office skills
- Analytical skills (ability to analyze and synthesize), team-player , manages time and workload effectively
- Excellent organisational skills – able to plan and prioritise
- Verbal communication skills and ability to convey information clearly and effectively
- Strong analytical skills and proven ability to solve problems
- Effective prioritization skills and the ability to execute tasks in a high-pressure environment
- Demonstrate strong team work ethics, working effectively with all other members of the team to achieve the required levels of support to the business
4
Skills For Service Desk Analyst Resume
- Good English level (Good verbal and written communication skills)
- Strong customer focussed approach with excellent troubleshoots skills. With a desire to exceed customer expectation and be a true ambassador of IT
- ) Strong organization and documentation skills (creating tickets in Remedy & tracking and monitoring those tickets)
- Excellent Communication skills including; written, verbal, and active listening
- Strong technical and problem solving skills capable of quickly adapting to new technologies
- Strong listening and problem solving skills are critical
- Excellent problem solving skills and inherent decision-making ability
- Good time management skills, working to deadlines and adhering to set procedures
5
Skills For IT Service Desk Analyst Resume
- Excellent interpersonal and relationship-building skills with clients and vendors
- Proven skills in Mac and PC repair, troubleshooting, deployment, and liquidation
- Excellent written and verbal communication skills with a focus on providing clear documentation
- Excellent listening skills with an ability to listen and explain solutions to non-technical users
- Demonstrates astute critical thinking skills by
- Excellent communication (written/verbal) and listening skills
- Display a commitment to quality, strong multi-tasking skills and an aptitude for leadership
6
Skills For Service Desk Analyst Resume
- Very good communication skills in writing but particularly verbal
- Strong skills in customer service, relationship building and communication – at all levels
- Good organizational, facilitation and problem solving skills
- An understanding of Office 365 and strong technical skills in Desktop Applications
- Experience with basic front-line support and troubleshooting skills, Active Directory account admin, remote tools, MS Office, and Outlook
- Excellent problem solving skills and ability to multi-task
- Technical troubleshooting abilities and excellent customer service skills
- Good communication and presentation skills The ability to empathise with schools staff at all levels
7
Skills For IT Service Desk Analyst Resume
- Personable and effective communication skills, able to impart instructions clearly and concisely
- Excellent written/verbal communication, technical documentation and problem-solving skills
- Proven customer focus and service skills with an enthusiasm for technology
- Strong time management, organisational & attention to detail skills
- Good interpersonal and customer relations skills
- Eager to develop skills and experience
- Excellent communication skills necessary to communicate within diverse workforce
- Demonstrate skills of setup and use with Virtual Machines
8
Skills For Service Desk Analyst Resume
- Works effectively in a team environment and diversely skilled users
- Friendly presence, helpful attitude, and self motivated with demonstrated interpersonal skills
- Strong technical skills and the ability to learn and apply new technologies
- Position requires individual to have strong interpersonal skills, initiative and discipline
- Excellent interpersonal skills and the ability to interface with internal/external customers, vendors, management etc
- Work effectively in an environment with competing demands and priorities,
- Effective communicate skills
- Confident phone manner and strong written communication skills
9
Skills For IT Service Desk Analyst Resume
- Strong analytical troubleshooting and PC skills
- At least 1-year working experience in IT related 1st line support experience or customer service experience
- Strong multitasking skills (listen, speak, document simultaneously)
- Solid communication, documentation and problem-solving skills
- Identify and effectively prioritize situations requiring urgent attention
- Strong analytical and problem solving skills, consistent follow-through to assure problems are resolved and communicated to customers
10
Skills For Service Desk Analyst Resume
- Strong incident-resolution, problem-solving and technical skills
- Effectively prioritizing calls to ensure those that have greatest impact on the business are resolved first
- Good knowledge of PC skills including windows and Microsoft office products
- Possess good communication and negotiation skills, and are fluent in English
- Have excellent customer service and interpersonal skills and can apply those through telephone, mail and chat etiquettes
- Excellent customer service skills – telephone, face to face, email
List of Typical Responsibilities For a Service Desk Analyst Resume
1
Responsibilities For IT Service Desk Analyst Resume
- Has a strong ability to effectively troubleshoot mobile devices including but not limited to Android, iPhone, and iPad
- Strong technical skills with Microsoft Windows (all versions), MS Office Suite, email and web clients, antivirus software, and imaging software
- Excellent communications and interpersonal skills; professional telephone demeanor
- Adept at interpreting and conveying soft skills
- Proficient communicator (written and verbal) o Adept at interpreting and conveying soft skills
- Prior experience working with POs
- Service Desk Experience: 2-3 years’ experience in a technical help desk environment supporting a large corporate customer base
2
Responsibilities For Service Desk Analyst Resume
- Excellent Service Desk experience, ideally in a multi- tiered enterprise environment supporting at least 4000 users
- Excellent experience in the following: Active Directory, Microsoft Exchange 2007, Virtual Desktop Interface (HVD), Internet Browsers, remote access
- Incident Management Ticketing System entry experience Min 2-3 yrs. Experience
- High Volume Support experience handling 25- 40 calls daily – min 2-3 yrs. Experience
- Appropriate valid driver’s license and a good driving record
3
Responsibilities For IT Service Desk Analyst Resume
- Frequently stands walks, requires manual and bi-manual dexterity, fine and gross motor skills, eye/hand coordination, hearing and speech
- Technical support skills in supporting Active Directory, Microsoft Office, Exchange, Lotus Notes, Citrix, Mobile Devices and Microsoft operation systems
- Resolve incidents/problems efficiently and effectively, recognizing customers competence levels, and able to approach each level appropriately
- Proven experience in a Service Desk or IT and/or customer facing environment
- A strong technical aptitude with a good understanding of the Optus network
- Good hands on experience in ticketing tools
- Analytical problemsolving skills
4
Responsibilities For Service Desk Analyst Resume
- Demonstrated experience with call tracking systems
- Listen and question callers effectively to accurately identify the problem being reported
- Effectively communicate training and support needs
- Proficient with MS Office: Word, Excel, Outlook, PowerPoint Critical thinking skills
- Communicate effectively with clients (both written and verbally), including the ability to translate technical issues into non-technical terms
5
Responsibilities For IT Service Desk Analyst Resume
- Entry level technical knowledge + troubleshooting skills
- Typically has 5+ years of IT work experience, with at least 1 year of experience working within an Enterprise Service Desk
- Good general understanding of the Internet and experience in its use
- Experience of support tools – PC anywhere, Bomgar, SCCM,CA USD or relevant Helpdesk system experience
- MCSE, MCSA or MCTS, or equivalent qualified with at least two year’s proven work experience
- Proven ability to pro-actively manage own workload, plan and prioritise to meet deadlines
- Utilizes SCSM application to effectively and efficiently manage ticket queues
- To possess first class technical knowledge and demonstrate excellent customer service
- Proven relevant experience in a 1s t /2nd line support role
6
Responsibilities For Service Desk Analyst Resume
- Effectively work under pressure with a minimal amount of supervision
- Proven relevant experience in a 1st /2nd line support role
- Understanding of call handling, prioritisation and call escalations
- Seeking support from the Service Desk Lead and/or Supervisor for overdue incidents, or where more experience is required in resolving a call
- Ensuring the correct priority is given to incidents
- Understanding of ITIL - Service Levels, Incident categories and priorities
- Completing ticket information and establishment of criticality and prioritization of request
- Existing level 1 experience
7
Responsibilities For IT Service Desk Analyst Resume
- Having knowledge and experience in the areas of problem determination, creative solutions, and analysis (Problem / Incident management)
- Experience handling multiple issues and incidents at one time and responding to them in a timely manner and tracking to resolution
- Experience in using and supporting the following technologies within an enterprise environment
- Effective, logical problem solving abilities, capable of using initiative to provide a solution to recurring problems
- Experience troubleshooting and resolving end user hardware, operating systems, and software related problems
- Experience of using call logging / incident handling software
- 3)Experience with active directory(specifically for performing password resets and adding/removing users)
- Good working knowledge and understanding across a wide range of technical areas, such as Windows operating systems, network functionality, mobile devices
- Good understanding of core information technologies – servers, networking, DNS, mail transport, HTML, TCP/IP and network file systems
8
Responsibilities For Service Desk Analyst Resume
- Experience troubleshooting network connectivity, including LAN, broadband and VPN, 802.11 wireless and cellular-based internet services (such as MiFi)
- Incident Management experience - Managing incidents including business expectations and communication
- Able to demonstrate a methodical approach to problem solving and troubleshooting
- Experience in communicating with, and managing incidents within internal/external technical resolver groups
- Experience of working in a client facing IT environment
- Experience supporting & troubleshooting Azure Active Directory, Office 2016, Office365, mobile Office 365, Outlook/Exchange, and Windows 10
9
Responsibilities For IT Service Desk Analyst Resume
- Experience communicating verbally and in writing with peers, management, contractors, and vendors
- Experience repairing/replacing system peripherals
- Experience using MS Office Suite including Word, Excel, PowerPoint, etc
- Experience using trouble ticketing software
- Experience performing in an operation center environment using collaboration and ITSM tools such as BMC Remedy, ServiceNow,
- Experience using a helpdesk / ticketing system and workflows
- · Experience working in an ITIL environment and adhering to strict SLA’s
- Any combination totaling two (2) years of experience from the following categories
- Experience supporting & troubleshooting Azure Active Directory, Office 2016, Office365, mobile Office 365, Outlook/Exchange, Windows 10
10
Responsibilities For Service Desk Analyst Resume
- Any combination totaling four (4) years’ experience from the following categories
- Experience troubleshooting and resolving basic network and server access problems for end users
- Experience with Microsoft technologies including Windows 7/10 Operating Systems, Microsoft Office/Office365, and Intune
- Able to deal with ambiguity and changing priorities. Manage and coordinate workloads individually and utilising resource from other teams
- Any combination totaling six (6) years of experience from the following categories
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