resume format for service desk analyst

• Successfully handled and resolved more than 1,000 technical issues in a quarter, ensuring business continuity.
• Collaborated on the implementation of new technologies that improved technical team productivity by 35%.
• Executed transformation projects enhancing the companies IT roadmap resulting in 25% cost reduction.
• Managed and trained a team of 5 junior IT support staff, increasing the efficiency by 30%.
• Reduced customer complaint rate by 50% by improving the technical problem-solving process.
• Implemented a IT onboarding process for new technologies reducing the adoption time by 40%.
• Implemented a new ticketing process using Jira improving the issue resolution time by 30%.
• Managed over 500 technical inquiries per month with a resolution rate of 98%.
• Played a key role in a city-wide project to upgrade all technical systems to the latest standards.

5 Service Desk Analyst Resume Examples & Guide for 2024

When crafting your service desk analyst resume, ensure it highlights your expertise in customer support. Showcase your proficiency in troubleshooting and resolving technical issues promptly. Demonstrate your strong communication skills and ability to document solutions clearly. Your resume should reflect your capacity to effectively liaise between IT departments and end-users.

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Resume Guide

Styling your service desk analyst resume: layout and format.

Designing your service desk analyst resume experience to grab recruiters' attention

Creating your service desk analyst resume skills section: balancing hard skills and soft skills

Optimizing the education and certification sections of your service desk analyst resume, summary or objective: maximizing the impact of the top third of your resume, extra sections to boost your service desk analyst resume, key takeaways.

Service Desk Analysts often struggle with articulating the technical nature of their job in a manner that's easily understandable and appealing to non-technical hiring managers. Our guide offers detailed instructions on how to translate complex IT terminologies into simple, action-oriented language that highlights your problem-solving skills and your ability to provide excellent customer service.

Dive into our concise guide to learn how to:

Show your service desk analyst career's brightest moments through your resume's summary, objective, and experience sections.
Explore top-notch service desk analyst resume examples to understand how to distinguish yourself from other candidates.
Identify the most sought-after service desk analyst skills and certifications in the industry.
Design a structured yet unique resume layout.

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Drop your resume here or choose a file . PDF & DOCX only. Max 2MB file size.

Consider incorporating design elements like icons or charts to enhance your resume's visual appeal and readability. But remember, the key is subtlety; don't let design overshadow content.

Key sections to include in your service desk analyst resume are:

The header - with your contact details (like email and phone number), a link to your portfolio, and a headline.
The summary (or objective) - highlighting the high points of your career so far.
The experience section - limit yourself to six bullets per role to focus on specific results.
The skills list - offering a balanced mix of your personal and professional talents.
Education and certification - displaying your most relevant degrees and certificates for the service desk analyst role.

What recruiters want to see on your resume:

Technical Proficiency: Demonstrable knowledge in IT services and systems, including software, hardware, and networks.
Customer Service Skills: Excellent interpersonal skills to provide top-notch customer service, both over the phone and in person.
Troubleshooting Abilities: Proven experience in diagnosing, troubleshooting, and resolving technical issues.
Incident Management: Experience with ticketing systems and familiarity with SLAs (Service Level Agreements).
Communication Skills: Ability to clearly explain technical issues to non-technical users.
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Designing your service desk analyst resume experience to grab recruiters' attention

For the service desk analyst position, it's crucial to show how your expertise matches what they're looking for.

Your resume experience section can be a game-changer. Ensure you:

Feature roles most relevant to the service desk analyst job you're targeting.
Avoid diving too deep into ancient history - unless what you did a decade ago is super relevant to the service desk analyst role.
Structure each bullet to first describe what you did, followed by the skills you utilized, and then the impact of your efforts.
Quantify your achievements with numbers, possibly highlighting the broader impact on the organization.
Emphasize transferable skills - those you've gained in past roles that could be valuable in your new role. This showcases your unique professional value.

Crafting the experience section doesn't mean detailing every job you've ever had. Check out the service desk analyst resume samples below to see how top professionals present their experience.

Provided technical support to end-users, resolving over 200 hardware and software issues per month.
Collaborated with cross-functional teams to implement a knowledge base system, resulting in a 30% reduction in support ticket resolution time.
Conducted training sessions for new hires on IT processes and best practices.
Managed and maintained inventory of computer equipment, ensuring accurate asset tracking and timely replacements.
Delivered exceptional customer service, achieving a satisfaction rating of 95% from end-users.
Supported and administered Active Directory accounts, managing user access and permissions.
Performed troubleshooting and diagnosis of network connectivity issues, reducing downtime by 20%.
Collaborated with vendors to procure and deploy hardware and software upgrades, enhancing system performance.
Assisted in the implementation of an Incident Management System, streamlining ticket handling processes.
Provided first-level technical assistance to end-users, achieving a 85% average first-call resolution rate.
Created and updated documentation for standard operating procedures, enabling efficient knowledge sharing.
Contributed to the development of self-help resources, reducing reliance on external support by 25%.
Responded to service requests and incident tickets, maintaining a high level of customer satisfaction.
Performed hardware and software installations, ensuring compatibility and adherence to company standards.
Assisted in the setup and configuration of virtual desktop infrastructure, supporting remote work capabilities.
Collaborated with team members on IT projects, such as system upgrades and migrations.
Provided end-user support via phone, email, and in-person, troubleshooting technical issues effectively.
Administered user accounts and permissions in Active Directory and various business applications.
Managed and resolved incidents within defined service level agreements (SLAs).
Assisted in the development and implementation of an automated ticketing system, improving efficiency by 15%.
Coordinated with cross-functional teams to ensure timely resolution of critical incidents, minimizing business impact.
Developed and updated knowledge base articles to enable self-service for common IT issues.
Participated in the rollout of a new IT service management (ITSM) tool, improving incident tracking and reporting.
Conducted root cause analysis for major incidents, identifying and implementing preventive measures.
Provided remote support to a geographically dispersed user base, ensuring seamless access to IT services.
Collaborated with second and third-level technical teams to resolve complex issues within prescribed SLAs.
Assisted in the migration of email services to a cloud-based platform, improving reliability and scalability.
Implemented proactive monitoring solutions to identify and address potential system vulnerabilities.
Performed data analysis on support ticket trends, identifying areas for process improvement.
Led a team of service desk analysts, providing guidance and support for incident management.
Developed and conducted training programs for end-users, promoting self-help and reducing support dependency.
Contributed to the development of a service catalog, enhancing service request fulfillment efficiency.
Managed service desk operations, ensuring adherence to service level agreements and key performance indicators.
Implemented ITIL best practices, resulting in improved incident response and resolution times.
Coordinated with vendors and suppliers to ensure timely delivery of IT equipment and software licenses.
Participated in the evaluation and selection of a new ITSM tool, leading to enhanced service management capabilities.
Provided on-site support during system upgrades, minimizing user disruptions and ensuring smooth transitions.
Managed a team of service desk analysts, conducting performance evaluations and fostering professional growth.
Implemented a centralized asset management system, improving inventory tracking accuracy by 20%.
Developed and implemented IT policies and procedures, ensuring compliance with industry regulations.

Quantifying impact on your resume

Include the number of end-users you supported on a daily or monthly basis to underline the volume of work you can handle.
List the percentage reduction in service tickets or issues following your input, demonstrating problem-solving skills and effectiveness.
Mention the number of IT projects you've participated in or led, showing your project management and teamwork abilities.
Note the average wait time for users before and after your involvement, suggesting your ability to improve efficiency and customer satisfaction.
Enumerate any quantitative achievements related to system uptime or reliability, displaying your contribution to business continuity.
Specify the diversity in types of software, hardware, or systems you have experience with, proving your versatility and adaptability.
Detail the size of the team(s) you've worked within, indicating your ability to collaborate in different team dynamics.
Report any key performance indicators (KPIs) that you have consistently met or exceeded, showcasing your commitment to achieving objectives.

Strategies for candidates with limited or no experience

Even if you're light on experience, other facets of your service desk analyst resume can resonate with job requirements:

Education: Detail skills acquired that dovetail with job expectations.
Internships & Temporary Roles: Spotlight roles that underscore your relevant expertise.
Skills: Address both foundational and nuanced job qualifications.
Strengths & Achievements: Illuminate the distinct value you bring, even if you're newer to the industry.
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When detailing your career journey, there's no need to delve deep into early roles. Prioritize what resonates with recruiters. For senior positions, a decade-long retrospective can effectively illustrate your evolution.

Recruiters hiring for service desk analyst roles are always keen on hiring candidates with relevant technical and people talents.

Hard skills or technical ones are quite beneficial for the industry - as they refer to your competency with particular software and technologies.

Meanwhile, your soft (or people) skills are quite crucial to yours and the company's professional growth as they detail how you'd cooperate and interact in your potential environment.

Here's how to describe your hard and soft skill set in your service desk analyst resume:

Consider what the key job requirements are and list those towards the top of your skills section.
Think of individual, specific skills that help you stand out amongst competitors, and detail how they've helped you succeed in the past.
Look to the future of the industry and list all software/ technologies which are forward-facing.
Create a separate, technical skills section to supplement your experience and further align with the service desk analyst job advert.

Find the perfect balance between your resume hard and soft skills with our two lists.

Top skills for your service desk analyst resume

ITIL Knowledge

Issue Tracking Systems (like JIRA)

Knowledge of Operating Systems (Windows, MacOS, Linux)

Troubleshooting Hardware/Software Issues

Understanding of Network Technologies (LAN, WAN, VPN)

Familiarity with Cloud Platforms (AWS, Azure, Google Cloud)

Ticketing System Experience (like ServiceNow)

Remote Desktop Tools

Basic Programming Knowledge

Cybersecurity Principles

Problem Solving

Communication Skills

Customer Service Orientation

Time Management

Adaptability

Attention to Detail

Teamwork and Collaboration

Critical Thinking

Multitasking

Consider dedicating a separate skills section on your service desk analyst resume to showcase your technical proficiencies, especially if you want to highlight specific software expertise.

Your education and certification sections can be game-changers on your service desk analyst resume, showcasing your commitment to professional growth.

For the education section :

Highlight advanced education, noting the institution and duration.
If you're currently studying, mention your expected graduation date.
Exclude degrees that don't align with the job's requirements.
If relevant, delve into your academic journey, spotlighting significant achievements.

When listing degrees and certifications:

Feature those directly relevant to the role.
Highlight recent and significant knowledge or certifications at the top of your resume.
Provide essential details like the issuing institution and dates for credibility.
Avoid listing irrelevant degrees or certifications, such as your high school diploma or unrelated specializations.

Remember, even if you're tempted to omit your education or certifications, they can offer a competitive edge, signaling a long-term commitment to the industry.

Best certifications to list on your resume

CompTIA A+ - CompTIA
MCSA: Windows 10 - Microsoft
CCNA Routing and Switching - Cisco
ITIL Foundation - ITIL
AWS Certified SysOps Administrator - Amazon Web Services

If you're in the process of obtaining your certificate or degree, list the expected date you're supposed to graduate or be certified.

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Activities Resume for College

The top third of your service desk analyst resume is crucial. It's often the first thing recruiters see and can set the tone for the rest of your application.

Whether you choose a resume summary or a resume objective , make it count. The former is great for showcasing career highlights, while the latter balances your achievements with your future aspirations.

Both should be tailored to the role, as there's no universal approach to crafting the perfect service desk analyst summary or objective. Use the examples below as a starting point.

Resume summary and objective examples for a service desk analyst resume

With an impressive 10-year career in IT support, this professional comes equipped with a firm grasp of troubleshooting frameworks and exceptional interpersonal skills. Having collaborated on various high-stake projects at IBM, they played a pivotal role in achieving a 98% customer satisfaction rate in their previous position.
A seasoned software engineer from Google, transitioning into service desk analysis after discovering a passion for providing technical assistance. Wields an extensive knowledge of programming languages and has consistently been praised for their ability to swiftly resolve complex system issues. Their crowning achievement includes reducing system down-time by 20%.
An accomplished financial analyst from Amazon, now seeking to leverage their analytical prowess in the realm of service desk analysis. They possess a strong background in problem-solving and data interpretation, having led a team that significantly improved operational efficiency by 30%, using data-driven strategies in their former role.
Holding 7 years of experience in telecommunications, this applicant is no stranger to handling intricate technical inquiries and complex problem resolution. During their tenure at Verizon, they were instrumental in enhancing the efficiency of customer-facing applications while achieving a commendable reduction in backend errors.
Certified in ITIL practices and armed with a Computer Science degree, this recent graduate is eager to embark on a Service Desk Analyst career path. Aiming to apply exceptional problem-solving skills and a deep understanding of technology to efficiently resolve user issues and contribute to company growth.
Aspiring to initiate a career as a Service Desk Analyst, this individual brings forth a robust academic foundation in Information Technology. They are eager to employ their advanced knowledge of networking principles and hardware diagnosis, as well as their outstanding communication skills, to aid in the facilitation of smooth operations within a dynamic tech environment.

Recruiters love candidates who offer more. Share your personality or extra industry credentials. Consider adding:

Projects showcasing standout work.
Top awards or recognitions.
Relevant publications .
Hobbies and interests that reveal more about you.
Your resume's layout should be both visually appealing and content-rich.
Emphasize achievements that resonate with the job's requirements.
Detail your skills, both technical and interpersonal, with real-world examples.
Ensure the top section of your resume provides a clear snapshot of who you are and what you offer.
When detailing experience, focus on tasks, actions, and their outcomes.

Looking to build your own Service Desk Analyst resume?

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1 Service Desk Analyst Resume Example for Your 2024 Job Search

Service Desk Analysts are the troubleshooters and problem-solvers of the tech world, always ready to provide solutions and maintain user satisfaction. Just like a well-crafted resume, a Service Desk Analyst must communicate effectively, showcasing their ability to connect with the user and understand their needs. Both are essential tools that require clarity, precision, and the ability to present information in a way that is both accessible and impactful. In this guide, we'll explore how to construct a Service Desk Analyst resume that reflects your problem-solving prowess and customer service excellence.

Resume Examples

Resume guidance.

High Level Resume Tips
Must-Have Information
Why Resume Headlines & Titles are Important
Writing an Exceptional Resume Summary
How to Impress with Your Work Experience
Top Skills & Keywords
Go Above & Beyond with a Cover Letter
Resume FAQs
Related Resumes

Common Responsibilities Listed on Service Desk Analyst Resumes:

Respond to incoming requests for IT support via phone, email, chat, or in person.
Log all incidents and service requests in the organization's ticketing system, ensuring accurate documentation of user issues and steps taken.
Provide first-level troubleshooting and support for hardware, software, and network-related issues.
Guide users through step-by-step solutions or use remote access tools to control the user's desktop for troubleshooting.
Escalate complex issues to higher-level support teams while maintaining ownership of the ticket until resolution.
Follow up with users to ensure their IT issues have been resolved satisfactorily.
Perform password resets and assist with account management for various systems and applications.
Install, configure, and update software and drivers on users' devices.
Contribute to the maintenance of the knowledge base by documenting common issues and their solutions.
Assist with onboarding of new users by setting up accounts and workstations.
Monitor service desk performance metrics to ensure service level agreements (SLAs) are met.
Participate in IT projects, such as software rollouts or hardware upgrades, as required.

You can use the examples above as a starting point to help you brainstorm tasks, accomplishments for your work experience section.

Service Desk Analyst Resume Example:

Streamlined the ticketing process by implementing automation rules, reducing the average resolution time by 22% and improving user satisfaction scores by 18% within the first quarter.
Developed and maintained a comprehensive knowledge base, leading to a 30% decrease in repeat service requests as users were empowered to resolve common issues independently.
Played a pivotal role in a company-wide software upgrade project, ensuring a smooth transition for over 1,000 users with zero downtime reported during business hours.
Orchestrated a successful transition to a remote support model, maintaining an average response time of under 2 minutes and a resolution rate of 95% for remote incidents.
Enhanced service desk performance metrics by implementing a feedback loop with end-users, which contributed to a continuous improvement strategy and a 20% increase in first-call resolution rates.
Conducted regular training sessions for new hires and existing staff, resulting in a 40% increase in team efficiency and a reduction in escalated tickets by 15% over six months.
Reduced system downtime by proactively identifying and resolving network issues, achieving a 99.8% system uptime and surpassing the SLA target by 0.3%.
Initiated and led a quarterly IT asset audit, recovering or reallocating assets worth $50,000 and ensuring 100% compliance with software licensing regulations.
Collaborated with cross-functional teams to support the rollout of a new CRM system, leading to a 25% improvement in data accuracy and a 10% increase in sales team productivity.
Technical troubleshooting and problem-solving
IT service management (ITSM) and ITIL frameworks
Knowledge of automation tools and scripting
Customer service and user support
Incident and request management
Knowledge base development and maintenance
Project management and coordination
Change management
Remote support and remote desktop tools
Performance metrics analysis and improvement strategies
Training and knowledge transfer
Network administration and monitoring
Asset management and compliance
CRM systems expertise
Communication and interpersonal skills
Adaptability and flexibility
Time management and prioritization
Team collaboration and leadership
Continuous learning and professional development
Understanding of cybersecurity principles

High Level Resume Tips for Service Desk Analysts:

Must-have information for a service desk analyst resume:.

Contact Information
Resume Headline
Resume Summary or Objective
Work Experience & Achievements
Skills & Competencies
Certifications/Training

Let's start with resume headlines.

Why Resume Headlines & Titles are Important for Service Desk Analysts:

Service desk analyst resume headline examples:, strong headlines.

These headlines are compelling because they immediately convey the candidate's experience level, customer service success, and specific technical skills, which are critical in a service desk role. They also include quantifiable achievements, such as improved resolution times and high customer satisfaction ratings, demonstrating the candidate's impact on operational efficiency and client relations—key metrics of success for Service Desk Analysts.

Weak Headlines

The headlines are too generic and fail to convey the depth of the candidate's experience or the specific impact they've had in their roles. They lack quantifiable achievements, such as resolution rates or customer satisfaction scores, and do not mention any technical proficiencies or certifications that could set the candidate apart from others in the field.

Writing an Exceptional Service Desk Analyst Resume Summary:

Service desk analyst resume summary examples:, strong summaries.

These summaries are compelling because they quantify the Service Desk Analysts' achievements, such as reducing ticket resolution times, managing a high volume of tickets, and improving customer satisfaction ratings. They also highlight specific skills and initiatives that are relevant to the role, like implementing a knowledge base or reducing system downtime, which demonstrate the candidates' direct impact on the efficiency and effectiveness of the service desk operations.

Weak Summaries

The provided resume summaries for Service Desk Analysts are weak because they lack specificity and measurable achievements. They do not quantify the candidates' experience or highlight any particular technologies or methodologies in which they are proficient. Additionally, these summaries fail to mention any impact the candidates have had on previous organizations, such as reducing ticket response times, improving customer satisfaction scores, or any other key performance indicators relevant to the role.

Resume Objective Examples for Service Desk Analysts:

Strong objectives.

These objectives are strong because they clearly articulate the candidates' eagerness to apply their technical knowledge and customer service skills in a service desk role. They emphasize a commitment to user satisfaction and operational efficiency, which are key components of a Service Desk Analyst's responsibilities. Additionally, they convey a desire for professional growth and a willingness to contribute positively to a team, traits that are highly valued by employers in less-experienced candidates.

Weak Objectives

These objectives are weak because they are too broad and lack detail about the candidate's specific skills, experiences, or goals within the service desk field. They do not convey what the candidate can bring to the role or how they plan to contribute to the company's success. Additionally, they focus more on what the candidate hopes to gain rather than what they can offer to the employer.

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Quantify your impact on customer satisfaction: Include specific metrics such as Customer Satisfaction (CSAT) scores, ticket resolution rates, or average response times to demonstrate your effectiveness in providing excellent customer service.
Detail your experience with different service desk tools and technologies: Mention your proficiency with ticketing systems (e.g., Zendesk, ServiceNow), remote support software, and any other relevant ITSM tools that you have used to resolve issues.
Emphasize your problem-solving skills: Describe complex technical issues you have resolved and how you approached troubleshooting, including any innovative solutions you implemented to reduce recurring problems.
Showcase your communication skills: Highlight instances where you effectively communicated technical information to non-technical stakeholders, or how you've trained and supported end-users through change management processes.
Illustrate your role in team projects: Discuss how you have collaborated with IT teams, such as network engineers or system administrators, to address widespread technical challenges or to roll out new IT initiatives.
Reflect on your contribution to knowledge management: Mention any documentation you've created or improved, such as FAQs, how-to guides, or knowledge base articles, that have helped users and colleagues alike.
Highlight any process improvements: Describe any initiatives you've been a part of that increased efficiency, such as automating repetitive tasks, streamlining ticket escalation processes, or implementing new service desk procedures.
Discuss your commitment to professional development: Include certifications, training, or workshops you've completed that are relevant to the service desk analyst role, such as ITIL, CompTIA A+, or Microsoft Certified: Modern Desktop Administrator Associate.
Point out your adaptability: Provide examples of how you've successfully adapted to new technologies, company mergers, or shifts in IT policies, maintaining high service levels throughout transitions.
Use the language of the industry: Ensure that your resume is peppered with relevant IT and customer service terminology that resonates with service desk managers, but avoid overusing jargon that could obscure your accomplishments.

Example Work Experiences for Service Desk Analysts:

Strong experiences.

Revamped the company's ticketing system to improve tracking and resolution of IT issues, resulting in a 40% decrease in average resolution time and a 25% increase in customer satisfaction scores within the first quarter.
Developed and delivered a comprehensive training program for new Service Desk Analysts, leading to a 50% reduction in onboarding time and a marked improvement in first-call resolution rates by 20%.
Orchestrated a successful transition to a remote support model in response to the COVID-19 pandemic, maintaining a 99% service availability and achieving a 10% increase in support interactions handled per day.
Implemented a proactive monitoring strategy for critical systems, reducing system downtime by 30% and decreasing the volume of support tickets related to system outages by 35%.
Collaborated with cross-functional teams to identify and resolve a recurring network issue, which enhanced overall network stability and led to a 90% reduction in related support tickets.
Automated routine support tasks using scripting, saving over 200 hours of manual work per year and allowing analysts to focus on more complex support issues.
Played a key role in the migration of the company's email system to a cloud-based platform, ensuring zero downtime during business hours and a seamless transition for over 3,000 users.
Created a knowledge base of IT solutions and FAQs, reducing the number of repeat inquiries by 60% and empowering users to self-resolve common issues effectively.
Received the 'Service Excellence Award' for consistently exceeding key performance indicators, including maintaining a 95% customer satisfaction rate and resolving 85% of issues on the first contact.
The provided work experiences for Service Desk Analysts are strong because they demonstrate a clear impact on efficiency, customer satisfaction, and operational improvements, all of which are critical in a support role. Each example includes quantifiable results that highlight the candidate's ability to solve problems, improve processes, and contribute to the overall success of the IT support function. These experiences show a blend of technical prowess, initiative in project management, and a commitment to service quality, making the candidate highly attractive to potential employers.

Weak Experiences

Answered incoming calls and emails from users experiencing technical issues, documenting problems and providing basic troubleshooting steps.
Worked with IT team members to resolve user issues, escalating complex problems to senior staff when necessary.
Assisted in the maintenance of the internal knowledge base by adding new solutions and updating existing documentation.
Monitored service desk tickets and responded to user requests within the established timeframes, ensuring customer satisfaction.
Participated in regular team meetings to discuss ongoing issues and contributed ideas for improving the service desk process.
Helped with the rollout of new software updates, communicating changes to users and collecting feedback on the update process.
Provided remote support to users by guiding them through step-by-step solutions and using remote desktop tools when needed.
Contributed to the creation of user guides and FAQs for common issues to empower users to resolve simple problems independently.
Recorded and tracked user issues in the service desk management system, following up on unresolved tickets as required.
The work experiences listed are weak because they are too vague and do not demonstrate the candidate's impact or value to the organization. They lack measurable achievements, such as the number of tickets resolved, customer satisfaction ratings, or specific improvements made to the service desk process. To strengthen these bullet points, the candidate should include specific examples of how they excelled in their role, use more dynamic action verbs, and provide quantifiable outcomes to illustrate their effectiveness and contributions to the team's success.

Top Skills & Keywords for Service Desk Analyst Resumes:

Top hard & soft skills for service desk analysts, hard skills.

Technical Support and Troubleshooting
Knowledge of IT Service Management (ITSM) Tools
Understanding of Operating Systems (Windows, macOS, Linux)
Network Support and Configuration
Incident and Problem Management
Help Desk Software Proficiency (e.g., Zendesk, ServiceNow)
Active Directory Management
Hardware Setup, Configuration, and Repair
Customer Service Skills
Remote Desktop Support
IT Security Best Practices
Database Management and SQL

Soft Skills

Communication and Interpersonal Skills
Problem Solving and Critical Thinking
Patience and Understanding
Customer Service Orientation
Active Listening and Empathy
Adaptability and Flexibility
Time Management and Prioritization
Teamwork and Collaboration
Conflict Resolution and Diplomacy
Stress Management and Resilience
Attention to Detail and Accuracy
Emotional Intelligence and Relationship Building

Go Above & Beyond with a Service Desk Analyst Cover Letter

Service desk analyst cover letter example: (based on resume), resume faqs for service desk analysts:, how long should i make my service desk analyst resume.

The ideal length for a Service Desk Analyst resume is typically one to two pages, depending on your experience and the depth of your technical skills. Here's how to ensure your resume is both concise and comprehensive: **Prioritize Relevant Experience:** Focus on your most relevant service desk and IT support experience. Highlight roles and projects that showcase your technical expertise, problem-solving skills, and ability to provide excellent customer service. If you have extensive experience, you don't need to detail early career roles that are less relevant. **Quantify Achievements:** Use bullet points to list your accomplishments, and quantify them when possible. For example, mention how you improved ticket resolution time by a certain percentage or how many users you supported. This provides concrete evidence of your impact in previous roles. **Tailor Your Resume:** Customize your resume for the specific Service Desk Analyst position you're applying for by emphasizing the skills and experiences that align with the job description. This targeted approach not only keeps your resume focused but also demonstrates to employers that you have the specific qualifications they're seeking. **Keep It Readable:** Use clear, concise language and a clean format. Avoid jargon that might not be understood outside of your current organization. Make sure your resume is easy to read with well-organized sections and consistent formatting. **Include Certifications and Skills:** List any relevant certifications, such as ITIL, CompTIA A+, or Microsoft Certified Professional, that affirm your technical knowledge. Also, include a skills section that highlights your proficiency with help desk software, hardware troubleshooting, and any other technical skills pertinent to service desk operations. Remember, the goal of your resume is to make a strong impression quickly. By keeping it to one or two pages, you respect the hiring manager's time while still providing a detailed snapshot of your professional journey as a Service Desk Analyst.

What is the best way to format a Service Desk Analyst resume?

The ideal resume format for a Service Desk Analyst should be structured to highlight your technical skills, experience in customer service, and ability to resolve IT issues efficiently. Here are some key considerations for crafting an effective Service Desk Analyst resume: **Clear Header:** Start with a clear header that includes your full name, professional title (Service Desk Analyst), and contact information. This should be easily identifiable at the top of your resume. **Professional Summary:** Include a brief professional summary or objective that outlines your key qualifications, technical skills, and what you aim to bring to the role. This section should be tailored to the specific job you're applying for. **Technical Skills Section:** Create a dedicated section for your technical skills. This should be near the top of your resume and list the technologies, software, and systems you're proficient in, such as help desk ticketing systems, remote desktop support tools, and knowledge of operating systems. **Work Experience:** List your work experience in reverse chronological order, with your most recent job first. For each position, include your job title, the company name, and the dates of employment. Use bullet points to describe your responsibilities and achievements, focusing on those that demonstrate your problem-solving abilities, customer service skills, and technical expertise. Quantify your achievements with metrics when possible, such as average number of tickets resolved per day or customer satisfaction ratings. **Education and Certifications:** Include a section for your education and any relevant certifications. For Service Desk Analysts, certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified Professional can be particularly valuable. **Additional Sections:** If applicable, add additional sections for achievements such as awards, recognitions, or participation in relevant projects or training programs that showcase your commitment to professional development and IT service excellence. **Formatting Tips:** - Keep your resume to one or two pages, depending on your experience level. - Use a clean, professional font and ensure there is enough white space to make the document easy to read. - Use bullet points to make your responsibilities and achievements easy to scan. - Be consistent with your formatting choices, such as font size and style, throughout the document. - Proofread your resume carefully to avoid any spelling or grammatical errors. Remember, your resume is your opportunity to make a strong first impression, so ensure it is well-organized, highlights your most relevant experience, and demonstrates your ability to support and resolve IT issues in a service desk environment.

Which Service Desk Analyst skills are most important to highlight in a resume?

As a Service Desk Analyst, it's important to highlight keywords and action verbs that reflect your technical skills, customer service abilities, and experience in IT support. Here are some you might want to consider incorporating into your resume: **Keywords:** - Technical Support - Help Desk - Customer Service - Incident Management - Troubleshooting - ITIL Framework - ServiceNow (or other ticketing systems) - Active Directory - Network Support - SLA (Service Level Agreements) - Hardware/Software - VPN - Remote Desktop - Cybersecurity - User Training - Documentation - System Administration - Cloud Services (e.g., AWS, Azure) - VoIP **Action Verbs:** - Resolved - Managed - Assisted - Implemented - Monitored - Diagnosed - Configured - Escalated - Coordinated - Trained - Streamlined - Upgraded - Documented - Collaborated - Supported - Facilitated - Optimized - Delivered When crafting your resume, make sure to use these keywords and action verbs in the context of your achievements and responsibilities. For example, instead of saying "Responsible for troubleshooting," you might say "Diagnosed and resolved complex network issues, reducing system downtime by 20%." This not only shows what you did but also the impact of your work. Remember to tailor your resume to the job description, using keywords that match the skills and experiences the employer is looking for.

How should you write a resume if you have no experience as a Service Desk Analyst?

Crafting a resume for a Service Desk Analyst position without direct experience can be a challenge, but with the right approach, you can present yourself as a strong candidate. Here’s how to structure your resume to highlight your potential: Focus on Transferable Skills: Identify skills from your previous experiences that are relevant to a Service Desk Analyst role. These might include customer service, technical troubleshooting, communication, patience, and problem-solving. Emphasize your ability to learn quickly, your attention to detail, and your commitment to providing excellent service. Highlight Educational Background: If you have completed any IT-related coursework or hold certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified Professional, make sure to list them. These demonstrate a foundational understanding of IT principles and a commitment to the field. Showcase Non-Professional Experience: Include any volunteer work, internships, or personal projects that required you to use skills pertinent to a Service Desk Analyst. For example, if you helped a non-profit organization upgrade their computer systems or provided tech support to friends and family, these experiences are worth mentioning. Detail Relevant Course Projects: If you’ve completed any academic projects that involved IT support concepts, such as setting up networks, managing databases, or creating helpdesk documentation, describe these projects and the skills you utilized to complete them. Demonstrate Soft Skills: Service Desk Analysts need excellent soft skills, such as the ability to work under pressure, adaptability, and strong interpersonal skills. Provide examples of situations where you've successfully used these skills, perhaps during group projects, part-time jobs, or in volunteer roles. Quantify Achievements: Whenever possible, use numbers to quantify your achievements. For example, if you improved customer satisfaction in a previous role, mention the percentage increase. This provides concrete evidence of your impact. Include a Summary Statement: Start your resume with a summary statement that clearly articulates your interest in the field of IT support and your eagerness to learn and grow in the role. This can help set the tone for the rest of your resume. Remember, your resume is an opportunity to tell your story and convince employers that your unique background and skill set make you a valuable candidate for a Service Desk Analyst position. Tailor your resume to each job application, aligning your skills and experiences with the job description, and always proofread for clarity and accuracy.

Compare Your Service Desk Analyst Resume to a Job Description:

Identify opportunities to further tailor your resume to the Service Desk Analyst job
Improve your keyword usage to align your experience and skills with the position
Uncover and address potential gaps in your resume that may be important to the hiring manager

Related Resumes for Service Desk Analysts:

Service desk analyst resume example, more resume guidance:.

Service Desk Analyst Resume Examples and Templates

This page provides you with Service Desk Analyst resume samples to use to create your own resume with our easy-to-use resume builder . Below you'll find our how-to section that will guide you through each section of a Service Desk Analyst resume.

Service Desk Analyst Resume Sample and Template

What do Hiring Managers look for in a Service Desk Analyst Resume

Technical Proficiency: Strong understanding of IT systems and the ability to diagnose and resolve technical issues efficiently.
Customer Service Skills: Excellent customer service and communication skills to assist users and address their IT-related concerns.
Problem-Solving Abilities: Capability to analyze and troubleshoot technical problems and provide timely solutions.
Documentation Skills: Attention to detail in documenting and maintaining records of user issues and resolutions.
Time Management: Efficiently manage and prioritize multiple support requests while adhering to service level agreements (SLAs).

How to Write a Service Desk Analyst Resume?

To write a professional Service Desk Analyst resume, follow these steps:

Select the right Service Desk Analyst resume template.
Write a professional summary at the top explaining your Service Desk Analyst’s experience and achievements.
Follow the STAR method while writing your Service Desk Analyst resume’s work experience. Show what you were responsible for and what you achieved as a Service Desk Analyst.
List your top Service Desk Analyst skills in a separate skills section.

How to Write Your Service Desk Analyst Resume Header?

Write the perfect Service Desk Analyst resume header by:

Adding your full name at the top of the header.
Add a photo to your resume if you are applying for jobs outside of the US. For applying to jobs within the US, avoid adding photo to your resume header.
Add your current Service Desk Analyst position to the header to show relevance.
Add your current city, your phone number and a professional email address.
Finally, add a link to your portfolio to the Service Desk Analyst resume header. If there’s no portfolio link to add, consider adding a link to your LinkedIn profile instead.
Bad Service Desk Analyst Resume Example - Header Section

Rayna 7704 Clay St. Huntley, IL 60142 Marital Status: Married, email: [email protected]

Good Service Desk Analyst Resume Example - Header Section

Rayna Walton, Huntley, IL, Phone number: +1-555-555-5555, Link: linkedin/in/johndoe

Make sure to add a professional looking email address while writing your resume header. Let’s assume your name is John Doe - here is a formula you can use to create email addresses:

For a Service Desk Analyst email, we recommend you either go with a custom domain name ( [email protected] ) or select a very reputed email provider (Gmail or Outlook).

How to Write a Professional Service Desk Analyst Resume Summary?

Use this template to write the best Service Desk Analyst resume summary: Service Desk Analyst with [number of years] experience of [top 2-3 skills]. Achieved [top achievement]. Expert at [X], [Y] and [Z].

How to Write a Service Desk Analyst Resume Experience Section?

Here’s how you can write a job winning Service Desk Analyst resume experience section:

Write your Service Desk Analyst work experience in a reverse chronological order.
Use bullets instead of paragraphs to explain your Service Desk Analyst work experience.
While describing your work experience focus on highlighting what you did and the impact you made (you can use numbers to describe your success as a Service Desk Analyst).
Use action verbs in your bullet points.

Service Desk Analyst Resume Example

Service Desk Analyst

Created mailboxes and managed access delegation for email accounts.
Provided remote troubleshooting support for software and hardware issues.
Served as the first point of contact for all IT issues within the organization.
Sent notifications to relevant entities regarding planned maintenance and incidents.
Demonstrated knowledge of incident, request, problem, and change management processes.
Possessed a thorough understanding of ITIL concepts and best practices.

IT Service Desk Analyst Resume Example

IT Service Desk Analyst

Created new user profiles, monitored access levels, granted special permissions, and managed accounts on Salesforce CRM.
Utilized Service-Now and CASD ITSM ticketing tools to log issues, interactions, reports, and incidents, and triaged them to the Level-2 Support Team.
Provided face-to-face support for all IT-related hardware and software concerns.
Attended to service requests promptly and addressed them in a timely manner.
Troubleshot application, hardware, user, and networking issues to restore normal service functionality.

Service Desk Analyst (Intern) Resume Example

Service Desk Analyst (Intern)

Provided first-level technical assistance via phone and electronically for all IT-related issues and requests.
Identified potential issues, troubleshooted application-related problems, and escalated them as needed.
Supported and troubleshooted end-users with their use of internal applications.
Identified and escalated situations requiring urgent attention.
Escalated recurring problems to the Service Desk supervisor.
Followed up with end-users to provide status updates in accordance with Service Level guidelines.
Supported the company's content management and file-sharing application.
Coordinated and collaborated with other technical support groups, serving as a single point of contact for end-users.
Initiated and completed onboarding and offboarding activities for new hires and departures.
Provided training on the functionalities and capabilities of file sharing and other internal applications.
Logged all incidents and requests in the ITSM tool.
Provided technical assistance for troubleshooting network problems through inbound calls, emails, and outbound tele-support.
Assisted the network team by configuring computer systems, diagnosing software problems, and managing Windows Server 2008 R2 and 2012.
Utilized ticketing software such as Zendesk for issue tracking and resolution.
Maintained a strong record of accomplishment for collaborating with cross-functional and cross-cultural teams.
Delivered timely resolutions for customer issues and queries while adhering to defined SLAs and KPIs.
Proficiently collected issue-related information from customers and escalated it to the appropriate help desk level associate.
Supported peers in installing and analyzing applications and tools.
Executed daily tasks within the ITIL framework.
Prepared and maintained audit reports for a year.

Senior Service Desk Analyst Resume Example

Senior Service Desk Analyst

Managed, received, and logged calls via telephone and email.
Provided 1st and 2nd line support, troubleshooting IT-related problems ranging from software to hardware, including laptops, PCs, and printers.
Escalated unresolved calls to other departments, such as Infrastructure.
Maintained a high degree of customer service for all support queries and adhered to all service management principles.
Troubleshot network issues.
Managed user accounts on Active Directory, including tasks such as handling new starters, leavers, folder permissions, and password resets.
Documented all calls on the call logging system.
Configured emails and VPN for users.
Attended on-site visits when problems couldn't be resolved remotely.

Multilingual Service Desk Analyst Resume Example

Multilingual Service Desk Analyst

Identified and troubleshooted desktop and notebook problems, including hardware and software issues, network problems, and printer-related concerns, through phone calls, chat, email, or online ticket submissions.
Engaged directly with end-users via phone, chat, and email to provide technical support.
Delivered services in multiple languages, including French, Spanish, and English.
Effectively managed incoming support requests from internal staff using various communication channels such as telephone, email, and web portals.
Prioritized customer satisfaction by following ITIL processes and efficiently addressing incoming requests.
Maintained thorough documentation for each request, including all interactions with end-users and the solutions provided.
Delivered level 1 technical support via telephone and email to assist users with computer software and hardware issues.
Addressed user inquiries, guided them through troubleshooting steps, and resolved problems effectively.
Executed commands and monitored system operations to ensure proper functionality and identify errors.
Analyzed information and assessed outcomes to select the most suitable solutions for issue resolution.
Stayed current with technical knowledge by leveraging end-user feedback, collaborating with peers, and referring to knowledge base articles.
Demonstrated commitment to delivering exceptional customer service and adhering to industry best practices.
Possessed a composed and confident telephone demeanor, capable of setting clear expectations and providing reassurance to users.
Managed support tickets efficiently, including triaging, collecting minimum data sets, categorizing, prioritizing, and assigning tasks to maintain key performance indicators.
Took ownership of support tickets, maintained regular communication with users to provide progress updates, and acted as a subject matter expert, escalating issues when necessary.
Maintained a proactive mindset, closing knowledge gaps, and minimizing waste.
Contributed to the development of technical support articles in the knowledge management database.
Promoted service improvement by creating process and procedure documentation.
Executed critical procedural tasks accurately and promptly, including handling starter, mover, and leaver requests, as well as access provisioning.
Proficiently identified and managed InfoSec, risk, and compliance issues.
Demonstrated the ability to work independently while also supporting colleagues and the broader IT function.
Assisted with major incident management and problem management processes when required.
Conducted investigations into minor security breaches in accordance with established procedures.
Assisted users in defining their access rights and privileges, and operated agreed logical access controls and security systems.
Maintained detailed security records and documentation.
Identified and resolved issues with bespoke applications, utilizing application management software and performing applications maintenance tasks.
Administered user accounts and permissions using Active Directory.
Managed Microsoft Exchange 2010, including creating mailboxes and distribution groups.
Provided support for Microsoft Office 2010.
Administered and troubleshooted Active Directory.
Installed printers and promptly addressed printer-related issues.
Responded to support requests by providing information to facilitate incident resolution and allocated unresolved calls as appropriate.
Supervised and provided guidance to a team of 13 Service Desk team members.
Managed the full operations of the Service Desk in the absence of the Service Desk Manager.
Coordinated the response and communications for priority 1 incidents.
Implemented a training plan for the Service Desk and conducted training sessions for new team members.
Led sessions to enhance the skills of team members, improving performance and meeting Service Level Targets.
Assisted in performance management of underperforming team members.
Developed and managed rosters, serving as the first point of contact for shift changes and leave requests.
Conducted interviews for vacant Service Desk Analyst positions.
Represented the Service Desk team in weekly meetings with the General Manager of IT and IT team leads.
Participated in the Officeworks Future Leaders program and contributed to the successful deployment of a new ServiceNow instance while overseeing day-to-day Service Desk operations.

Top Service Desk Analyst Resume Skills for 2023

IT Ticketing Systems
Incident Management
Problem Solving
Technical Troubleshooting
Customer Support
Remote Desktop Support
Active Directory Management
Hardware and Software Diagnosis
Windows Operating Systems
Microsoft Office Suite
Knowledge Base Management
ITIL (Information Technology Infrastructure Library)
Service Level Agreements (SLAs)
User Account Management
Network Connectivity Troubleshooting
Email Configuration and Support
VPN Support
Printer and Peripheral Troubleshooting
Mobile Device Support (iOS, Android)
Password Reset and Account Recovery
IT Security Awareness
Hardware Installation and Setup
Software Installation and Updates
Remote Assistance Tools
System and Application Logging
Virtual Private Networks (VPNs)
IT Documentation
Communication Skills
End-User Training
Incident Escalation Procedures
Remote Support Tools (e.g., TeamViewer, Remote Desktop)
Active Directory User Management
IT Asset Management
Network Printer Configuration
Antivirus Software Support
Incident Reporting
Knowledge Base Article Creation
Patch Management
Microsoft Exchange Support
Mobile Device Management (MDM)
Windows Server Administration
Firewall Rules and Configuration
Network Protocols (TCP/IP, DNS, DHCP)
Troubleshooting Remote Access
Service Desk Metrics Analysis
Incident Trend Analysis
Problem Management
Root Cause Analysis
Change Request Management
IT Service Desk Best Practices

How Long Should my Service Desk Analyst Resume be?

Your Service Desk Analyst resume length should be less than one or two pages maximum. Unless you have more than 25 years of experience, any resume that’s more than two pages would appear to be too long and risk getting rejected.

On an average, for Service Desk Analyst, we see most resumes have a length of 2. And, that’s why we advise you to keep the resume length appropriate to not get rejected.

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Service Desk Analyst Resume Samples

A Service Desk Analyst is an IT professional who supports in resolving issues pertaining to software and hardware. The common job description includes tasks like – responding to users inquires, assessing problems and issues, helping users with their problems, and working closely with the IT department to provide assistance. The Service Desk Analyst Resume also mentions the following duties – handling incoming queries, resolving issues , managing the flow of support requests, determining the scope of support requests, resolving IT support requests , escalating advanced cases, maintaining a record of each service, performing system testing and updates; and maintaining IT documentation .

To provide such technical support to the organization, the company will look forward to such skills as – excellent technical and computer skills, knowledge of installation, peripherals, and software; ability to understand the history of hardware and software issues; and time-management skills. Job applicants interested in this field tend to have an education in computer-related fields.

Resume Samples
Service Desk Analyst

Service Desk Analyst Resume

Objective : To secure a position that will allow me to utilize my skills and experience to benefit a growing company.

Skills : Microsoft Office.

Description :

Incident Manager for multiple customer accounts.
Evaluate service desk analyst issues and assign corrective actions.
Working with 2nd level to resolve high priority issues in a timely manner for client.
Answered a constant flow of customer calls with up to 50 calls in queue per minute.
Gathered and verified all required customer information for tracking purposes.
Accurately documented, researched and resolved customer service issues.
Acted professionally and patiently when addressing negative customer feedback.

IT Service Desk Analyst Resume

Objective : Service-oriented, hands-on Technical Support with excellent communication and leadership skills. Strong track record of responsive and respectful service, cost-conscious service-level maintenance, and empowering IT team leadership. Proven ability to understand an organization's critical support requirements, identify deficiencies and opportunities, and develop innovative solutions for increasing IT reliability.

Skills : Management, Networking, Technical Support, Telecommunications.

Responsible for prompt resolutions of all incidents brought to the attention of the Service Desk that notifies senior management of non-routine problems or issues.
Develop service level objective and supervise the team to ensure objectives are achieved or exceeded.
Develop company standards for workstations and computer peripherals.
Monitor service calls to make certain proper procedures and policies are followed, ensuring that quality support is provided and customer satisfaction is achieved.
Provide support for windows clients as needed with regards to VPN, network connectivity, hardware/software issues, etc.
Lead and support in-house software rollouts and enterprise desktop applications and hardware refreshes and similar projects.
Supervise team and provide leadership, training, mentoring, coaching, and direction.
Enter and report technical problems, causes and solutions within our Service Desk Plus ticket management tool.

Service Desk Analyst I Resume

Headline : Service Desk Analyst position in a reputed firm. Ability to analyze and resolve support requests, from the end users. Ability to troubleshoot from different perspectives.

Skills : Microsoft Office, Windows XP, Vista, 7,10.

Assist employees with changes to Administrator Accounts, Passwords and Domain Privileges in Active Directory as required.
Experience supporting Windows 7, Citrix and installing and configuring desktop, laptops and Printers.
Provided phone support and support through email to correctly identify, escalate, resolve or quantify and document the results for support issues.
Perform or escalate internal and remote customer support issues for the network, desktops, applications, telephones, faxes, videoconference equipment, and mobile devices.
Provides support for remote users (VPN and other connectivity issues).
Create Knowledgebase articles and utilizes resources such as websites and help desk tools to locate solutions to known problems.
Experience with Exchange Server administration and SAP modules.

Sr. Service Desk Analyst Resume

Summary : Monitor various networks for availability and connectivity, respond to alarms following established procedures and provide emergency operations support, including making severe weather announcements.

Skills : Microsoft Windows.

Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
Uses the appropriate CTI categories for logging incidents and requests.
Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
Analyzes and resolves incidents and requests regarding use of application software or hardware.
Logs and tracks incidents and requests from identification through resolution.
Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
Documents resolutions and updates self-help and staff knowledge bases.

Service Desk Analyst II Resume

Objective : A dedicated and proactive IT professional who fosters a positive team environment. Goal-oriented self-starter who is motivated to succeed. Ability to multi-task and juggle competing priorities utilizing critical problem-solving skills, and ability to work both independently and as part of a team. Excellent communication skills. Resilient and results-oriented, geared toward efficiency,.

Skills : Citrix, Active Directory, Remedy, Linux, Windows 7, Vmware.

Directly working with and assisting high profile and essential domestic and international personnel.
Handling, transferring, and securing of Classified and Sensitive documentation.
Recommend and ensure compliance with policies, procedures, and standards.
Work collectively with various technical action groups with account creation, termination, transferal, and restoration.
Walk users through installing local and network hardware devices such as printers on workstations.
Perform remote desktop operations to assess software configuration malfunctions and overall system operation.
Assist with troubleshooting Microsoft applications which include restoring personal files, configuration MS Office Suite, and restoring connection of Outlook application.
Utilize Remedy ticketing system to track/route problems or requests and document solutions.

Service Desk Analyst III Resume

Summary : Over 15 years in customer service, sales, hospitality, IT support and supervisory/management. Excellent communication skills both written and verbal. Familiar with all computer technology including Apple iOS, OSX software.

Skills : Applied experience developing/implementing java & web.

Provide support to global workforce via telephone, email or instant message.
Troubleshoot and resolve hardware, software, application, network, user access, or related issues.
Create Tickets and document all activities in helpdesk ticketing systems engineering, and/or identify and correct core problem.
Address client questions using available information resources.
Comply with Corporate IT Service Management and Service Desk policies, procedures and directives.
Working knowledge and hands-on support of Windows 2003, Windows XP and Windows 7 in an Active Directory environment.
Experience supporting smart phones including IPhone, and Android models.
Provide evening and weekend support (off- hours support), as assigned, on a rotating basis.

Jr. Service Desk Analyst Resume

Objective : Seek an entry level position within the IT field. As well as inquire recognition within a company to utilize my skills and to acquire knowledge and growth to make a contribution to a company.

Skills : Experienced CSR, Good Oral/Written Communication.

Jr. Service Desk Analyst Resume Template

Receive incoming calls from clients such as, Detroit Medical Center (DMC), Barnabas Health, and Dignity Health.
Provide first level support; document each call verifying customer information and including all troubleshooting steps.
Research, resolve, and respond to questions received via telephone calls, emails, and callbacks in a timely manner, escalate problems to appropriate individual.
Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction.
Acquire and maintain current knowledge of relevant product offerings, mentor other team members and provide enhanced quality support methods when applicable.
Coordinate and participate in team/service desk special projects; may develop, define, and communicate user and technical policies for products supported.
Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers.
Mentor, coach and provide and feedback/assistance to other service desk staff on an as needed basis.

Lead Service Desk Analyst Resume

Objective : To be a major contributor to your company where I can utilize and continually improve my communication, technical/customer support, administration and troubleshooting abilities.

Skills : Microsoft Office, Windows, Jabber, Citrix.

Lead Service Desk Analyst Resume Template

Responsible for providing technical support for all employees and business partners.
Provide remote support for all proprietary internal and external applications.
Provide support for all issues pertaining to Windows, Microsoft Office, Java among many other applications.
Responsible for escalating all hardware related issues to the appropriate vendor.
Responsible for managing all helpdesk tickets, emails and voicemails.
Responsible for handling and routing all escalated issues.
Responsible for assisting other agents as needed.

Service Desk Analyst/Network Engineer Resume

Objective : Customer focused for the last 15 years of work history. That experience has helped me develop relationships with people and businesses alike. I am actively seeking to become part of a Human Resources team to enhance my skills to enhance the team.

Skills : Ms Office Suite.

Service Desk Analyst/Network Engineer Resume Example

Utilized Remedy software to log trouble tickets for approximately 40 - 65 service calls per day.
Credited amongst top performers within service department.
Receive regular recognition for providing exceptional customer service, including no less than 11 emails from customers complimenting customer service skills.
Leverage all service desk resources in order to resolve incidents beyond the scope of general troubleshooting.
Maintain strong and positive customer relationships through problem understanding, prompt communication and timely resolution or escalation of issues.
Use analytical software to log and track incidents until a resolution has been met.
Preserve all service operations and corrective actions taken through the use of detailed technical documentation.

Service Desk Analyst/Specialist Resume

Summary : IT contracting field, and provided with opportunities to learn a wide variety of skills, from software and hardware diagnosis and repair to system administration. Looking for a position with IT industry and find challenges which allow me to expand my skill set.

Skills : Proficiency in customer relationship management (CRM) and task management software.

Service Desk Analyst/Specialist Resume Sample

Serve as initial point of contact for Kaiser Permanente Physician, Clinical, and Business Clients.
Provide application support and instructions that restore functionality.
Access and identify issues that impact patient care, system, and business continuity.
Gather information in a strategic manner to acquire most relevant details.
Document and frame the client's concerns by providing pertinent information necessary to assist and resolve problems.
Coordinate with internal, external, and third party clients.
Demonstrate the ability to remain professional and calm during stressful situations.
Follow appropriate processes and procedures to secure patient information, confidentiality, and safety.

Service Desk Analyst Head Resume

Objective : Provided IT support and customer service to SAIC's government contracts. Prior to working for SAIC, spent 1 year performing system administration duties for a medical office. I specialize in education, training, outage management, escalations, and problem solving with extensive experince with Active Directory, VPN, Novell, Mainframe, Remedy, Anti-Virus, Windows, and web support.

Skills : Outlook, VPN, VPN, Documentation.

Provided exemplary support to the contract's customer by troubleshooting various technical issues.
Created and resolved or assigned tickets in Remedy.
Part of the QA team, Encryption Support, and TECS Tier II Support.
Worked with Trainer to redesign the new hire training program.
Include: Provided excellent customer service support resulting in high survey scores, positive survey comments, and approbations emailed directly to management.
Accepted additional responsibilities including Outage Management and the CIO Management Report.
Suggested Knowledge base updates to ensure information is current.
Suggested moral boosting ideas with management.

Summary : To obtain a position that utilizes my technical skills & furthers my career in a Desktop Support, System Administration, Help Desk, Computer Support Specialist or any other Technical Support type role.

Skills : Microsoft Windows 7, Microsoft Office 2010, Network Troubleshooting, Lotus Notes, Active Directory.

Handled troubleshooting and system support for 1000+ end-users of the Secure Access Management Services system, including hardware, applications, installations and configurations.
Performed extensive research to analyze, validate and verify identification requests.
Managed daily escalations and closure of work tickets.
Monitored system functionality for identifying, researching and resolving routine technical issues.
Reported complex system issues to senior management to expedite resolution as required.
Made recommendations on system and procedural improvements.
Served as point of contact for end users to report problems and assist to raise service requests.

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Service Desk Analyst resume examples for 2024

A service desk analyst resume should demonstrate a combination of technical and interpersonal skills. You should highlight your experience in troubleshooting, technical support, and customer service. Use examples of how you've analyzed and resolved technical issues, provided remote support, and documented solutions in a call tracking application or knowledge base. You should also showcase your ability to work well under pressure, manage workload, and adhere to service level agreements. Finally, mention any experience with IT service management, operating systems, or network connectivity, as well as your ability to coordinate with product line specialists or enterprise infrastructure support staff.

Service Desk Analyst resume example

How to format your service desk analyst resume:.

Limit your resume to one page, focusing on relevant and concise information.Expert tip: 'Jane Smith, Recruitment Manager at ABC Corporation', suggests 'Prioritizing your recent and most impactful achievements demonstrates your ability to prioritize and manage tasks effectively, which is crucial for a Service Desk Analyst role.'
Structure your resume to include documented problem-solving and issue resolution examples from your past experiences.Expert tip: 'Service Desk Analyst Robert Johnson from DEF Organization' mentions, 'Including instances where you've identified and resolved hardware and software conflicts, or provided remote support, showcases your practical skills and preparedness for the role.'
Instead of 'The content and metadata fields can be used to determine how the data relates to service desk analysts. Use more relevant data first.'Use actionable information: Use relevant work experience and achievements to demonstrate your suitability for the Service Desk Analyst position, focusing on items that can be tied directly to the job requirements.

Choose from 10+ customizable service desk analyst resume templates

Choose from a variety of easy-to-use service desk analyst resume templates and get expert advice from Zippia’s AI resume writer along the way. Using pre-approved templates, you can rest assured that the structure and format of your service desk analyst resume is top notch. Choose a template with the colors, fonts & text sizes that are appropriate for your industry.

Service Desk Analyst resume format and sections

1. add contact information to your service desk analyst resume.

Service Desk Analyst Resume Contact Information Example # 1

Hank Rutherford Hill

St. Arlen, Texas | 333-111-2222 | [email protected]

2. Add relevant education to your service desk analyst resume

Your resume's education section should include:

The name of your school
The date you graduated ( Month, Year or Year are both appropriate)
The name of your degree

If you graduated more than 15 years ago, you should consider dropping your graduation date to avoid age discrimination.

Optional subsections for your education section include:

Academic awards (Dean's List, Latin honors, etc. )
GPA (if you're a recent graduate and your GPA was 3.5+)
Extra certifications
Academic projects (thesis, dissertation, etc. )

Other tips to consider when writing your education section include:

If you're a recent graduate, you might opt to place your education section above your experience section
The more work experience you get, the shorter your education section should be
List your education in reverse chronological order, with your most recent and high-ranking degrees first
If you haven't graduated yet, you can include "Expected graduation date" to the entry for that school

Check More About Service Desk Analyst Education

Service Desk Analyst Resume Relevant Education Example # 1

Bachelor's Degree In Psychology 2010 - 2013

Rutgers, The State University of New Jersey New Brunswick, NJ

Service Desk Analyst Resume Relevant Education Example # 2

Bachelor's Degree In Psychology 2011 - 2014

Ashford University San Diego, CA

3. Next, create a service desk analyst skills section on your resume

Your resume's skills section should include the most important keywords from the job description, as long as you actually have those skills. If you haven't started your job search yet, you can look over resumes to get an idea of what skills are the most important.

Here are some tips to keep in mind when writing your resume's skills section:

Include 6-12 skills, in bullet point form
List mostly hard skills ; soft skills are hard to test
Emphasize the skills that are most important for the job

Hard skills are generally more important to hiring managers because they relate to on-the-job knowledge and specific experience with a certain technology or process.

Soft skills are also valuable, as they're highly transferable and make you a great person to work alongside, but they're impossible to prove on a resume.

Example of skills to include on an service desk analyst resume

The point of contact between a services provider or enterprise and the end-user is referred to as the services desk. A service desk enables businesses to effectively implement daily internal and external tasks. It also helps enterprises in communicating with their customers and tending to their requests effectively.

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Troubleshooting is the process of analyzing and fixing any kind of problem in a system or a machine. Troubleshooting is the detailed yet quick search in the system for the main source of an issue and solving it.

Technical support or tech support are the services provided by any hardware or software company to users. They help in solving the technical difficulties the customers face with their products or services. Moreover, the tech support employees maintain, manage, and repair the IT faults. They are also responsible for resolving the network problems, installing and configuring hardware and software.

Phone calls are a wireless or wired connection made over a telephone or a mobile phone between two people. Two parties are involved in a phone call, the caller and the receiver. A caller dials the number of the one he wants to call, and the recipient hears a bell or a tune to which he picks up the call. The call establishes a connection between them through which they can communicate. The voice is converted into signals and is transmitted through wired or wireless technology.

Incident management is a set of processes, practices, and solutions designed to restore a damaged service as quickly as possible in an event that could result in the loss or disruption of an organization's operations, services, or functions. The goal of incident management is to maintain and restore normal service operations as quickly as possible and reduce the negative impact on business operations.

A Virtual Private Network, VPN encrypts a device's internet access, activity, and identity through a secure server, making data theft and third-party traceability more difficult, and increasing the privacy and security of public and private networks, the internet, and Wi-Fi hotspots. The VPN is designed to protect one's system and network from being compromised.

Top Skills for a Service Desk Analyst

Service Desk , 14.9%
Customer Service , 14.7%
Troubleshoot , 5.8%
Technical Support , 5.7%
Other Skills , 58.9%

4. List your service desk analyst experience

The most important part of any resume for a service desk analyst is the experience section. Recruiters and hiring managers expect to see your experience listed in reverse chronological order, meaning that you should begin with your most recent experience and then work backwards.

Don't just list your job duties below each job entry. Instead, make sure most of your bullet points discuss impressive achievements from your past positions. Whenever you can, use numbers to contextualize your accomplishments for the hiring manager reading your resume.

It's okay if you can't include exact percentages or dollar figures. There's a big difference even between saying "Managed a team of service desk analysts" and "Managed a team of 6 service desk analysts over a 9-month project. "

Most importantly, make sure that the experience you include is relevant to the job you're applying for. Use the job description to ensure that each bullet point on your resume is appropriate and helpful.

Installed and troubleshot DSL modems and wireless routers, including establishing static IP's.
Helped customers navigate through internet browsers and through operating systems to delete unnecessary temporary files and cookies in the operating systems.
Customized multimedia packages for current and prospective clients with print directory and Internet based advertising.
Answered user inquiries regarding cellular handsets or hardware operation to resolve problems.
Assisted Field Technicians with F1/F2 cross-connects, Internet setup as well as setting up the customer s IPTV.
Maintained and support Outlook, VPN, AT&T Mobility Network.
Installed and configured various Dell printers with TCP/IP addressing.
Managed a budget of $200,000 for development of CAD and Mapping software per year.
Created documentation on how to decrypt/backup/restore user data and reimage to XP/Windows 7 systems.
Developed office procedures, order implementation process, and territory assignments for the newly established territory.
Provided technical support and analysis of system software and hardware, which includes operating systems and infrastructure components.
Connected to customer sites with VPN, NPT or dial-up to further assist the customers.
Provided telephone and/or email based support to customers resolving basic and intermediate issues relating to mobile devices and PC configuration.
Analyzed application portfolios, identifying dependencies & common infrastructure platform components, and assessing migration feasibility.
Installed, setup, configured, and troubleshot Cisco routers and switches.

5. Highlight service desk analyst certifications on your resume

Specific service desk analyst certifications can be a powerful tool to show employers you've developed the appropriate skills.

If you have any of these certifications, make sure to put them on your service desk analyst resume:

Network 5 Certification
Security 5 Certification
HDI Desktop Support Technician (HDI)
ITIL Foundation
Certified Network Computer Technician (CNCT)
Support Center Analyst (SCA)
Microsoft Certified Desktop Support Technician (MCDST)
HDI Support Center Manager (HDI)
Microsoft Certified Technology Specialist: .NET Framework 3.5, Windows Workflow Fnd Applications (MCTS)
HDI Support Center Analyst (HDI)

6. Finally, add an service desk analyst resume summary or objective statement

A resume summary statement consists of 1-3 sentences at the top of your service desk analyst resume that quickly summarizes who you are and what you have to offer. The summary statement should include your job title, years of experience (if it's 3+), and an impressive accomplishment, if you have space for it.

Remember to emphasize skills and experiences that feature in the job description.

Common service desk analyst resume skills

Service Desk
Customer Service
Troubleshoot
Technical Support
Phone Calls
Incident Management
Desk Support
Remote Desktop
Customer Support
Excellent Interpersonal
Computer System
Technical Issues
Customer Satisfaction
Help-Desk Support
Level Support
Technical Assistance
Technical Problems
User Accounts
Provide Technical Assistance
Strong Analytical
Level Agreements
Problem Resolution
Call Tracking
Windows Server
Software Issues
Network Printers
Remote Support
Software Applications
Technical Troubleshooting
Network Connectivity

Service Desk Analyst Jobs

Links to help optimize your service desk analyst resume.

How To Write A Resume
List Of Skills For Your Resume
How To Write A Resume Summary Statement
Action Words For Your Resume
How To List References On Your Resume

Updated April 25, 2024

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

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Service Desk Analyst Resume Examples

Writing a great service desk analyst resume is important because it is one of the first things a potential employer will see when they are considering you for a position. It is your opportunity to make a good first impression and sell yourself as the best candidate for the job.

Create your resume Select from 7 professional resume templates

If you're looking for inspiration when it comes to drafting your own service desk analyst resume, look no further than the samples below. These resumes will help you highlight your experience and qualifications in the most effective way possible, giving you the best chance of landing the service desk analyst job you're after.

or download as PDF

Essential Components of a Service Desk Analyst Resume

For a Service Desk Analyst, a resume must effectively highlight technical expertise, customer service excellence, and adept problem-solving capabilities. As the initial point of contact for potential employers, the resume should be crafted to emphasize pertinent skills and experiences.

Key sections include personal information, a professional summary or objective statement, employment history, educational background, technical and soft skills, certifications, and notable achievements. Each segment is critical in illustrating the candidate's suitability for the role.

Below, we delve into each resume section, detailing their importance, content inclusion, and tips for making them stand out to capture the attention of hiring managers.

1. Contact Information

Ensure your Contact Information is prominent and accurate, as this is how employers will reach out for further discussion or interviews.

How to List Contact Information for a Service Desk Analyst Resume

Include your full name, phone number, and a professional email address. If applicable, add links to professional online profiles like LinkedIn, ensuring they are up-to-date and reflect your professionalism.

Avoid adding personal details such as marital status or age unless specifically requested in the job posting.

Phone Number
Email Address (Professional)
LinkedIn Profile (Optional)

In today's digital job market, accessible and correct contact information is more vital than ever and can be the deciding factor in securing an interview.

2. Professional Summary or Objective Statement

The professional summary or objective statement serves as a concise introduction to your career highlights, key skills, and qualifications. It's akin to an elevator pitch that quickly convinces employers of your fit for the role.

For a Service Desk Analyst, this section should underscore technical acumen, problem-solving prowess, customer service experience, and familiarity with IT service management frameworks. Mentioning certifications like ITIL or CompTIA A+ is beneficial.

An effective professional summary example: "ITIL-certified Service Desk Analyst with over five years of experience in user support under high-pressure conditions, showcasing a proven track record in technical troubleshooting and enhancing user satisfaction through excellent communication skills."

An objective statement is more suitable for newcomers or career changers, focusing on career aspirations and potential contributions to the company.

An engaging objective statement example: "Eager Computer Science graduate aiming to secure a Service Desk Analyst position at XYZ Company, leveraging strong problem-solving skills and a passion for technology to provide outstanding customer service and streamline IT operations."

Tip: Tailor this section for each job application to align with the job description's specific requirements.

Related: Top Service Desk Analyst Resume Objective Examples

3. Skills and Competencies

The Skills and Abilities section is a snapshot of your technical and interpersonal skills, crucial for a Service Desk Analyst role.

Technical Skills: Proficiency in operating systems, help desk software, databases, remote troubleshooting, network setup, server management, hardware repair, and ITIL principles.
Problem-Solving Skills: Experience in diagnosing and resolving complex technical issues, including software, hardware, and network problems.
Communication Skills: Ability to clearly articulate technical concepts in layman's terms, both verbally and in writing.
Customer Service Skills: Demonstrated patience and empathy when interacting with users facing technical difficulties.
Time Management: Aptitude for prioritizing tasks and managing multiple issues simultaneously.
Attention to Detail: Precision in problem identification and solution implementation to prevent future issues.
Adaptability: Willingness to learn and adapt to new technologies and tools in a rapidly evolving field.
Teamwork: Collaborative spirit and experience in sharing knowledge and working with others to resolve complex issues.

Provide concrete examples of how you've applied these skills in previous roles where possible.

Related: Service Desk Analyst Skills: Definition and Examples

4. Work Experience

The Work Experience section is a detailed account of your professional history, highlighting roles, responsibilities, and achievements relevant to a Service Desk Analyst.

List your most recent position first, followed by previous roles in reverse chronological order. Include job title, company name, location, and dates of employment.

Detail your responsibilities and accomplishments, emphasizing any initiatives that improved efficiency or user satisfaction. Use action verbs like 'managed', 'led', 'implemented', 'resolved', and quantify successes with metrics when possible.

Also, highlight soft skills such as effective communication and customer service experience, which are highly valued in service desk roles.

Note: Customize this section to reflect the requirements of each job application, focusing on experiences that demonstrate your suitability for the position.

5. Education and Certifications

The Education and Certifications section outlines your academic qualifications and professional certifications that prepare you for a Service Desk Analyst role.

Education: A bachelor's degree in Information Technology, Computer Science, or a related field is often required. An associate degree with relevant experience may also be acceptable.
Certifications: Industry certifications such as CompTIA A+, Microsoft Certified: Azure Fundamentals, ITIL Foundation, or HDI-CSR highlight your commitment to professional development and expertise.
Special Training: Include any additional training in service desk operations, customer service, or technical writing.
Ongoing Education: Mention further studies like a master's degree or post-graduate diploma in IT-related fields to demonstrate continued professional growth.

List your educational and certification credentials starting with the most recent, including institution names, certificate titles, and completion dates.

This section not only verifies your qualifications but also showcases your dedication to skill enhancement, making it a crucial component of your resume.

Related: Service Desk Analyst Certifications

6. Technical Proficiencies

As a Service Desk Analyst, you should exhibit a strong command of various software applications, hardware troubleshooting, networking, cybersecurity, IT support, cloud computing, and potentially programming/scripting languages.

Industry-recognized certifications can serve as tangible proof of your technical skills. Customize this section to match the job description, and specify your proficiency level for each skill.

7. Achievements and Awards

The Accomplishments and Honors section is your opportunity to differentiate yourself by showcasing awards, recognitions, and significant contributions to past roles or academic pursuits.

Focus on achievements pertinent to the Service Desk Analyst position, such as customer service awards, resolutions of complex technical issues, or leadership in successful projects. Quantify these accomplishments when possible to provide a clear impact.

Include any professional certifications related to IT service management or tech support, as these further validate your capabilities and achievements.

This section is a powerful tool to demonstrate your exceptional candidacy for the Service Desk Analyst role, offering employers a preview of the value you can bring based on your past successes.

Related Resume Examples

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Service Desk Analyst

5 Amazing service desk analyst Resume Examples (Updated 2023) + Skills & Job Descriptions

Build your resume in 15 minutes, service desk analyst: resume samples & writing guide, employment history.

Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Train computer users
Respond to email messages for customers seeking help
Monitor service desk for tickets assigned to the queue and process first-in first-out based on priority
Provide prompt and accurate feedback to customers
Follow up with customers to ensure their technical issues have been resolved

Do you already have a resume? Use our PDF converter and edit your resume.

Marcus White

Diagnose and troubleshoot technical issues
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
Identify and suggest possible improvements on procedures
Research questions using available resources
Maintain daily performance of computer systems
Install, modify, and repair computer hardware and software
Ensure proper recording, documentation and closure of all issues

Professional Summary

Respond to queries either in person, via email, or over the phone

Derek Jones

Not in love with this template? Browse our full library of resume templates

Table of Content

Introduction
Resume Samples & Writing Guide
Resume Example 1
Resume Example 2
Resume Example 3
Resume Example 4
Resume Example 5
Jobs Description
Jobs Skills
Technical Skills
Soft Skills
How to Improve Your Resume
How to Optimize Your Resume
Cover Letter Example

service desk analyst Job Descriptions; Explained

If you're applying for an service desk analyst position, it's important to tailor your resume to the specific job requirements in order to differentiate yourself from other candidates. Including accurate and relevant information that directly aligns with the job description can greatly increase your chances of securing an interview with potential employers. When crafting your resume, be sure to use action verbs and a clear, concise format to highlight your relevant skills and experience. Remember, the job description is your first opportunity to make an impression on recruiters, so pay close attention to the details and make sure you're presenting yourself in the best possible light.

service desk analyst

Assist users in resolving IT related concerns such as but not limited to active directory troubleshooting, mobile phone and network troubleshooting, basic SAP applications troubleshooting, printer issues, etc.
Troubleshoot basic hardware issues with regards to their devices, laptops and other peripheral devices
Provide assistance in usage of different Microsoft Office applications such as Excel, Word, Powerpoint, Outlook)
Addresses, logs and manages calls from clients through phone and email
Escalate unresolved incidents to higher technical support to ensure faster turnaround
Act as the single point of contact for phone calls and emails regarding IT issues and inquiries
Take ownership of user issues and follow up the status of issues on behalf of the users and communicate it back to them in timely manner to ensure resolution
Providing 1st level telephone and email based support to customers
Providing first contact and convey resolution to customer issues
Properly escalate unresolved queries to the next level of support.
Track, route and redirected problems to correct resource
Update customer data and produce activity reports.
Provide IT support to multiple clients which includes Wesfarmers Insurance, OZ Minerals, Queensland Alumina Ltd and Qube Logistics.
Log and resolve the Incidents and Service Requests within the time limits defined in the SLA’s.
Serve as first line of support to meet customer needs. Ensure that all inbound customer phone calls, emails, voicemails and ‘walk-ins’ are promptly answered/responded to and logged immediately within the online Service Desk System.
Develop documentation, help sheets, usage guides, and FAQ lists for end users.
Comply to and enforce IT policies and procedures.
First contact to end user’s and document their quires / issues.
Confer with users or conduct computer diagnostics to investigate and resolve problems related to Lotus Domino application.
Provide technical assistance and support.
Install and perform minor repairs to software or installation specifications.
Develop training materials and procedures in order to train users in the proper use of the Lotus software.
Receiving calls, first-line customer liaison
Recording and tracking incidents and complaints
Keeping customers informed on request status and progress
Making an initial assessment of requests, attempting to resolve them or refer them to someone who can
Monitoring and escalation procedures relative to the appropriate SLAs
Coordinating second-line and third line support
Releases advisory for upcoming server maintenance

service desk analyst Job Skills

For an service desk analyst position, your job skills are a key factor in demonstrating your value to the company and showing recruiters that you're the ight fit for the role. It's important to be specific when highlighting your skills and ensure that they are directly aligned with the job requirements, as this can greatly improve your chances of being hired. By showcasing your relevant skills and experience, you can make a compelling case for why you're the best candidate for the job.

How to include technical skills in your resume:

Technical skills are a set of specialized abilities and knowledge required to perform a particular job effectively. Some examples of technical skills are data analysis, project management, software proficiency, and programming languages, to name a few. Add the technical skills that will get hired in your career field with our simple-to-use resume builder. Select your desired resume template, once you reach the skills section of the builder, manually write in the skill or simply click on "Add more skills". This will automatically generate the best skills for your career field, choose your skill level, and hit "Save & Next."

Network Administration
System Administration
Cyber Security
Help Desk Support
Technical Writing
Operating Systems
Troubleshooting
Hardware Maintenance
Software Installation
Network Troubleshooting
Cloud Computing
System Troubleshooting
Active Directory
Virtualization
Security Protocols
System Monitoring
Computer Programming

How to include soft skills in your resume:

Soft skills are non-technical skills that relate to how you work and that can be used in any job. Including soft skills such as time management, creative thinking, teamwork, and conflict resolution demonstrate your problem-solving abilities and show that you navigate challenges and changes in the workplace efficiently. Add competitive soft skills to make your resume stand-out to recruiters! Simply select your preferred resume template in the skills section, enter the skills manually or use the "Add more skills" option. Our resume builder will generate the most relevant soft skills for your career path. Choose your proficiency level for each skill, and then click "Save & Next" to proceed to the next section.

Communication
Interpersonal
Time Management
Problem Solving
Decision Making
Critical Thinking
Adaptability
Organization
Public Speaking
Negotiation
Conflict Resolution
Attention to Detail
Self-Motivation
Stress Management
Collaboration
Strategic Thinking
Emotional Intelligence
Flexibility
Reliability
Professionalism
Computer Literacy
Data Analysis
Project Management
Customer Service
Presentation
Written Communication
Social Media
Quality Assurance
Supervisory
Risk Management
Database Management
Documentation
Financial Management
Visualization
Business Acumen
Process Improvement
Relationship Management.

How to Improve Your service desk analyst Resume

Navigating resume pitfalls can mean the difference between landing an interview or not. Missing job descriptions or unexplained work history gaps can cause recruiters to hesitate. Let's not even talk about the impact of bad grammar, and forgetting your contact info could leave your potential employer hanging. Aim to be comprehensive, concise, and accurate.

Tony Parker

Provide your contact information and address year gaps, always explain any gaps in your work history to your advantage..

Employers want to know what you've accomplished, so make sure to explain any gaps using a professional summary.
Adding extra details and context to explain why you have a gap in your work history shows employers you are a good fit for the position.

How to Optimize Your service desk analyst Resume

Keep an eye out for these resume traps. Neglecting to detail your job roles or explain gaps in your career can lead to unnecessary doubts. Grammar blunders can reflect negatively on you, and without contact information, how can employers reach you? Be meticulous and complete.

Jake Franklin

Provovide prompt and acurate feedback to customers
Ensure propper recording, documentaion and closure of all issues
Reserach questions using availible resources
Respond to querys either in person, via email, or over the phone
Train computer userss
Follow up with customerss to ensure their technical issues have been resolv'd
"I like to eat pizza
I like too eat pizza.

Include Job Descriptions and Avoid Bad Grammar

Avoid sending a wrong first impression by proofreading your resume..

Spelling and typos are the most common mistakes recruiters see in resumes and by simply avoiding them you can move ahead on the hiring process.
Before submitting your resume, double check to avoid typos.

service desk analyst Cover Letter Example

A cover letter can be a valuable addition to your job application when applying for an service desk analyst position. Cover letters provide a concise summary of your qualifications, skills, and experience, also it also gives you an opportunity to explain why you're the best fit for the job. Crafting a cover letter that showcases your relevant experience and enthusiasm for the Accounts Payable role can significantly improve your chances of securing an interview.

Dear Hiring Committee

I am a highly motivated and experienced Service Desk Analyst with 7 years of experience in Information Technology (IT). I am excited to apply for the Chief Service Desk Analyst position at Accenture, where I am confident that I can contribute to your organization's success.

As someone who has always been driven by a desire to solve complex problems and make a difference in the world, I have pursued opportunities to learn and grow throughout my life. My experience in this field has equipped me with valuable skills such as Quality Assurance and Communication that have planted in me a great work ethic. I am excited to apply these skills and my enthusiasm for Information Technology (IT) to the role and contribute to your organization's success.

Thank you for considering my application for the Chief Service Desk Analyst position. With my skills and the amazing team at this organization, I am assured that I can contribute to your organization's success and make a meaningful impact. Looking forward to a future where we can work together.

Showcase your most significant accomplishments and qualifications with this cover letter. Personalize this cover letter in just few minutes with our user-friendly tool!

Related Resumes & Cover Letters

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Professional

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Resume Worded | Resume Skills

Skill profile, service desk analyst, improve your resume's success rate by using these service desk analyst skills and keywords ..

Hard Skills and Keywords for your Service Desk Analyst Resume
ATS Scan : Compare Your Resume To These Skills
Sample Resume Templates
How To Add Skills
Service Desk Analyst More Resume Templates

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Frequently asked questions.

3. Effective Action Verbs for your Resume

Get a Free Resume Review

Here are the keywords and skills that appear most frequently on recent Service Desk Analyst job postings. In other words, these are the most sought after skills by recruiters and hiring managers. Go to Sample Templates ↓ below to see how to include them on your resume. Remember that every job is different. Instead of including all keywords on your resume, identify those that are most relevant to the job you're applying to. Use the free Targeted Resume tool to help with this.

Active Directory
Technical Support
Troubleshooting
Windows Server
Service Desk
Find out what your resume's missing
Computer Hardware
Microsoft Exchange
Virtual Private Network (VPN)
System Administration
IT Service Management
Computer Hardware Troubleshooting
Software Installation
Incident Management
Remote Desktop
Information Technology

Resume Skills: Software and Tools

MS Office Suite
Match your resume to these skills

Resume Skills: Networks

Firewall configuration
Cisco Routers

Resume Skills: Operating Systems

Windows (XP, 7, 10)
Linux (Ubuntu, CentOS)

Resume Skills: ITSM Tools

BMC Remedy ITSM

Resume Skills: Networking

Resume skills: languages, resume skills: programming, resume skills: server administration.

Linux Server

Where on my resume do I add these buzzwords? Add keywords directly into your resume's work experiences , education or projects. Alternatively, you can also include a Skills section where you can list your technical skills in order of your proficiency. Only include these technical skills or keywords into your resume if you actually have experience with them.

Does your resume contain all the right skills? Paste in your resume in the AI Resume Scan ↓ section below and get an instant score.

Compare Your Resume To These Service Desk Analyst Skills (ATS Scan)

Paste your resume below and our AI will identify which keywords are missing from your resume from the list above (and what you need to include). Including the right keywords will help you get past Applicant Tracking Systems (i.e. resume screeners) which may scan your resume for keywords to see if you're a match for the job.

Sample Service Desk Analyst Resume Examples: How To Include These Skills

Add keywords directly into your resume's work experiences , education or skills section , like we've shown in the examples below. use the examples below as inspiration..

Where on my resume do I add these buzzwords? Add keywords directly into your resume's work experiences , education or projects. Only include these technical skills or keywords into your resume if you actually have experience with them.

How do I add skills to a Service Desk Analyst resume?

Go through the Service Desk Analyst posting you're applying to, and identify hard skills the company is looking for. For example, skills like Windows 10, Service Desk and Active Directory are possible skills. These are skills you should try to include on your resume.

Add other common skills from your industry - such as Windows Server, Technical Support and Troubleshooting - into your resume if they're relevant.

Incorporate skills - like Office 365, Microsoft Exchange and Software Installation - into your work experience too. This shows hiring managers that you have practical experience with these tools, techniques and skills.

Recruiters want to know that you're the kind of person that can solve new and challenging problems. In your Service Desk Analyst resume, highlight projects that involved problems that were technically complex or mattered to the company.

Analytical skills involve your ability to break down a problem and come up with effective solutions. On Service Desk Analyst resumes, hiring managers want to see evidence of how you analyzed quantitative or qualitative data.

Try to add the exact job title, Service Desk Analyst, somewhere into your resume to get past resume screeners. See the infographic for how to do this.

Word Cloud for Service Desk Analyst Skills & Keywords

The following word cloud highlights the most popular keywords that appear on Service Desk Analyst job descriptions. The bigger the word, the more frequently it shows up on employer's job postings. If you have experience with these keywords, include them on your resume.

Top Service Desk Analyst Skills and Keywords to Include On Your Resume

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Here are examples of proven resumes in related jobs and industries, approved by experienced hiring managers. Use them as inspiration when you're writing your own resume. You can even download and edit the resume template in Google Docs.

Resume Example Customer Service Representative

An effective Description of the templates...

Customer Service Representative Resume Sample

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When applying for a customer service role, it’s important to show the recruiter that you have the required skills and knowledge for the job. You should highlight work experience that is relevant for the role, like in the given resume, which includes three instances of past work experience in a customer service capacity. It’s okay if you don’t have over 8 years of experience in customer service -- you can also highlight your experience in your skills and in your education section.

Tips on why this template works

strong action verbs and tangible results in customer support.

The first bullet of each section has a strong action verb accompanied by a measurable outcome, i.e. “exceeded sales target by 18%”, “achieved a 100% customer approval”, and “greeted 100+ daily guests”. These bullets clearly communicate that the applicant is not only well-versed in customer service, but that they can deliver results that are beneficial to the company. You should include as many numerical examples like these as you can, since hiring managers often skim resumes for such measures of proof.

Education and skills related to customer support fields

Customer service representatives must have high EQ, be excellent at communication, and have superb problem solving skills. They must be carefully attuned to the needs of a potential customer, or even an unsatisfied one. Try to list out all the qualities you can think of that a good customer service representative would have and highlight them in your resume. For example, this applicant highlights a very important skill -- communication -- showing that they received an M.S. in Communications and a Minor in Public Speaking. They also highlight their skill in Customer Satisfaction. What other customer service skills can you see that they highlight?

Resume Example Customer Service Manager

When applying for a customer service manager role, keep in mind what differentiates a manager from a representative. A customer service manager must not only be adept at prioritizing customer satisfaction and needs, but also at strategizing and implementing operational improvements to ensure a smooth and painless customer journey. They should be confident in leadership roles and understand how to manage and motivate a team of customer service representatives. This resume highlights the applicant’s experience in exactly those areas.

Leadership-oriented work experience, essential for customer service managers

Customer service managers aren’t simply managing customers -- they’re also managing a team of representatives and ensuring that they function like a well-oiled machine. If you’re applying for a customer service manager level role, it’s important to call attention to your capacity for leading such a team. This applicant does so in the bullet points of their work experience and also includes quantifiable metrics, noting that they enhanced team performance and increased team efficacy rate by 15%, with higher job satisfaction reported amongst staff.

Detailed bullet points with measurable results, using metrics core to customer support

When applying to a senior level role such as this one, you should make sure to convey the impact of your contributions in your work experience. This applicant has numeric metrics in practically every line of their work experience, with detailed descriptions of their role and responsibilities in organizing, enhancing, or facilitating customer satisfaction (e.g. providing 7 innovative ideas, 3 of which are implemented and successful; organized meetings...with a 95% success rate on new client projects)

Resume Example Customer Service Supervisor

Customer Service Supervisor Resume Sample

A customer service supervisor plays a key role in the smooth and successful execution of customer service operations. Typically, a customer service supervisor is one level lower than a customer service manager, and with experience may eventually be promoted to that role. Thus, this job often includes some budding responsibilities that you might expect from a manager, including recruiting, training, and general involvement in the ongoing development of the customer service team.

Includes management skills, core to customer support teams

Because a customer service supervisor involves a sizable amount of management and supervisory responsibilities, you should call out experiences you’ve had in the workplace where you have utilized such skills. Try to think of times in the past where you’ve demonstrated admirable leadership qualities, whether it’s coaching staff, ensuring employee satisfaction, or juggling multiple stakeholders in tricky situations. In this resume, the applicant highlights that they “coached, motivated and counselled staff of 30+ employees”.

Promotions and awards demonstrate past success and track record

A great way to stand out from the crowd is to highlight your unique accomplishments and achievements. Perhaps you’ve been promoted ahead of the typical cycle at a role, or you’ve been recognized by your superiors for your superb work ethic and dedication. Any sort of award or outstanding advancement through an organization, even in non-customer service capacities, can communicate to the hiring manager that you’re a fantastic employee. In this template, the applicant notes such promotions and awards (e.g. Awarded ‘Employee of the Year’ consecutively for 2 years; Promoted after 8 months...ahead of schedule by 16 months).

Resume Example Entry Level Customer Service Representative

Entry Level Customer Service Representative Resume Sample

If you’re still taking classes as a student, or even if you just graduated, the recruiting world can be an intimidating place -- especially if you don’t have much work experience. Don’t worry! You can use this template to show recruiters that you have relevant experience in internships or clubs, and that you’re fully capable and skilled for the role.

Put your education at the top for entry-level roles

You may notice that this resume template is quite different from the other templates in organization, with the education section found at the top. This is intentional, and quite common in many successful entry-level resumes. Since most students don’t have a wealth of experiences in the workplace, recruiters will look at your education section to understand your interests and your experience. Make sure to include your GPA and any honors you may have, along with relevant coursework that may be applicable to the role. You can also include any relevant certifications to show that you are someone who takes initiative to learn.

Relevant experience, skills, and projects highlighting transferrable customer support skills

Even though it’s okay to not have experience in customer satisfaction specifically, it’s important to include as many areas where you have engaged in similar capacities. Create detailed bullet points of any internships you might have had, and include responsibilities and achievements that are directly applicable to a customer service role. You can do the same with your experiences in volunteering or with university projects. For example, this applicant calls out that they did an analysis to “understand customer sentiment and purchasing trends”.

Resume Example Field Service Technician

A field service technician is essentially a service technician who conducts field visits or dispatches. When your internet cable is broken, or your electrical/mechanical gadgets stop functioning, these are the people you call. They perform more customer-facing roles intended to improve customer satisfaction, maximize customer retention and increase margins. This field service technician resume example showcases the applicant's conversance with customer service. Their 10 years of experience essentially comes down to problem-solving in various customer-facing roles in the computer engineering sub-industry.

Demonstrate growth in your service technician promotions

At this level, the candidate is probably looking to level up into more senior roles. This requires that they showcase leadership and initiative. For senior management roles, hiring managers prefer candidates that can coach and mentor others. So, show how you've been able to work cooperatively with other teams and the impact you've had on those teams.

Use numbers to demonstrate the impact you had as a service technician

Most of the jobs conducted by service technicians fall in the SMART domain. One of their characteristic features is measurability. It's easy to measure the impact of their work. So, leverage the power of numbers, ratios, and percentages to demonstrate the effect of your work. Consider how this example demonstrates this: "Effectively maintained 50 copiers in 19 different locations in 3 months…." This candidate will create an impact.

Resume Example Environmental Service Technician

Environmental Service Technician Resume Sample

These professionals predominantly work in healthcare sectors where their job revolves around maintaining a clean and healthy environment. In some instances, they can undertake traditional janitorial duties as well as handling and disposing biological waste. They typically work under an environmental services supervisor or director. This environmental service technician resume focuses on the applicant's professional experience. It highlights their gradual rise from an entry-level janitor post to EST within four years. This applicant also has a solid educational background in environmental studies and is also a certified safety professional.

Continuing education as an Environmental Service Technician

Probably the best way to catch that hiring manager's attention is by showing that you're continually bettering yourself as an environmental service technician. Skills development doesn't necessarily mean returning to college or university, though this is ideal. Signing up for volunteer opportunities can also signal your desire to acquire more skills and knowledge in your speciality.

Use keywords aligned with environmental service technician jobs

Marketplace research that analyzed millions of resumes and job postings identified the most important keywords for environment service technician jobs. These are hospital, housekeeping, cleaning experience, manufacturing sanitation, customer service, disinfectant and mopping. If you don't have these skills yet, get them.

What skills do hiring managers want to see on a Service Desk Analyst resume?

Some popular Service Desk Analyst hard skills are Active Directory, Technical Support, Troubleshooting, Windows 7, Windows Server, Service Desk, Windows 10 and Computer Hardware. Depending on the job you apply to, skills like Office 365, Microsoft Exchange, Software Installation, Virtual Private Network (VPN) and IT Service Management can also be good to include on your resume.

Target your Resume to a Job Description

While the keywords above are a good indication of what skills you need on your resume, you should try to find additional keywords that are specific to the job. To do this, use the free Targeted Resume tool. It analyzes the job you are applying to and finds the most important keywords you need on your resume. It is personalized to your resume, and is the best way to ensure your resume will pass the automated resume filters. Start targeting your resume

Most resumes get auto-rejected because of small, simple errors. These errors are easy to miss but can be costly in your job search. If you want to make sure your resume is error-free, upload it to Score My Resume for a free resume review. You'll get a score so you know where your resume stands, as well as actionable feedback to improve it. Get a free resume review

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Senior Service Desk Analyst Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the senior service desk analyst job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

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Performs other duties as assigned
Builds strong relationships within IT&S by working across organizational boundaries to resolve customer incidents and requests
Assist in the maintainence of the Service Desk Knowledge Base
Cover for the Service Desk Manager in his absence
Work with the user over the telephone, direct PC to PC connection or via email to resolve problems with IT service issues
Provide mentoring to the service desk team and act as a point of escalation for any difficult service issues
Provide high quality customer service and level 1 technical support over the phone (technical and billing issues and service requests)
Supports Service Request Management and Service Restoration Management Level 1
Guides Junior Service Desk Analyst as well perform floor walk assistance
Provides first-line technical support when handling calls, in order to provide time-of-call resolution to simple and complex calls
Assist in license management and auditing
Create and manage mail accounts, troubleshoot and resolve a variety of issues
You are responsible for working to all relevant Service Delivery and Corporate Policies, Procedures and Work Practices
Create and monitor service desk tickets
Provide input to Service Desk Management in regard to staff performance for performance evaluations
Ensure standards are met – this includes working as part of a team, sharing knowledge and working together to increase performance standards
Actively pursue Continuous Improvement initiatives to improve the overall performance of the service desk
Create and manage network user accounts, troubleshoot and resolve a variety of issues
Assists Service Desk Administrator in his/her tasks as necessary and as assigned by Service Management or Service Desk Manager
Execute on project related work and documentation
To work in partnership with local management, colleagues and clients at all levels to ensure requests are resolved to the satisfaction of the customer
Quality and Partnership – ensure all assigned deliverables are completed at a high level of quality
Excellent attention to detail
Good process mapping ability
Strong listening skills with ability to evaluate and diagnose issues remotely
Great listening skills and be able to multi-task
Strong communication skills to be able to work with employees to troubleshoot technical issues
Ability to respond calmly to high pressure situations and to professionally communicate with non-technical staff
Good telephone and PC skills, using a variety of office software packages
Excellent customer service, social and interpersonal skills
Knowledge of ITIL practices

8 Senior Service Desk Analyst resume templates

Senior Service Desk Analyst Resume Sample

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Strong academic and/or equivalent industry experience
Proficiency in Microsoft Operating Systems and Office Applications
Knowledge and understanding of Cisco Call Manager and Cisco devices
Knowledge of computer hardware and peripherals
Knowledge of Active Directory and Exchange
Experience supporting various mobile devices
Citrix support experience
Apple Mac support experience
Resolving any incoming telephone, email or self-submit requests for assistance, documenting the incident information, diagnosing, and resolving the customer incident remotely
Facilitating the optimum function of the help desk by providing the most efficient customer service to its users and will demonstrate knowledge and understanding of project specific procedures*
Displays a skill set and is assigned additional project responsibilities
At least 1 year experience in a call center environment as a help desk analyst
At least 1 year experience in customer service with the ability to work in a metrics driven environment
At least 2 years experience in a call center environment as a help desk analyst
At least 2 years experience in customer service with the ability to work in a metrics driven environment
At least 1 year experience in PC usage and typical end user problems
Security clearance of Minimum Background Investigation (MBI)
4) Performing other tasks as delegated by Team Lead
Enter tickets into Help Desk ticket tracking system
Diagnose and resolve level 1 problem in the areas of hardware software, applications, and operating system
Keep users informed as to the status of open calls, per established procedures
Escalate complex problems to second level support as directed by process and clients
Log and track Service Now incident and request tickets
Ensure service calls from customers are addressed accurately and in timely fashion, with emphasis on customer care
Issue company service bulletins regarding software and hardware outages
Ensure Cross-company requests tracked and acted on per procedure
Bachelor’s degree in any computer related course
Technical customer service experience and strong customer service
Knowledge of Microsoft Office Suite, Lotus Notes, Active Directory and a
Knowledge of HP Service Manager and Service Now a plus
Experience in service desk related field
2 years of work experience in a healthcare environment using Cerner and/or Epic
2 years of work experience troubleshooting remote access, mobile devices and Mac platforms
2 years demonstrated experience troubleshooting complex enterprise systems and workflow
Possesses broad knowledge of Corporate, Division, and Facility-specific applications, technology and terminology
Has ability and desire to learn customer support processes and techniques
Demonstrated ability to work without supervision
Demonstrated analytical skills and ability to solve problems
Competency in MS Office Suite, call center tracking tools
One to four years work experience in IT customer support arena
Two or more year's operational experience in healthcare line of business
Diagnose and resolve problems accurately making sure they are logged correctly and either closed successfully or escalated appropriately to 2nd Line support teams
Seek to document and communicate new fixes and workarounds to 1st & and 2nd Line support teams
Ensure full adherence to escalation procedures in Incident, Problem & Change Management
Take ownership of escalations when asked, deliver solutions
Service Desk T1 call handling
Remote-control tools and their use in diagnosing and resolving software issues or queries
Other key ITIL processes and support functions
Empathy with customers
Communications (written & verbal)
Active listening
Technical (proactive & reactive)
Business & cultural awareness
Root cause analysis
Ability to remain calm under pressure or through demanding challenges & customers

Sheffield Senior Service Desk Analyst Resume Examples & Samples

Background in Service Desk, Customer Service or Service Management environments
Ability to communicate with all levels of the organisation
Uses own initiative
Assist with interpreting policies, strategic planning, design and suggestions for new day to day processes
Expedite reported issues and opportunities for improvement within the department
Use of diagnostic tools for troubleshooting and restoring users functionality
Prepare documentation of new functionality or extensions of existing functionality
Suggest knowledgebase cases that would be used by the staff and business users to assist in expediting the resolution of reported issues
Mentor the new hires, act as a lead on urgent and important tasks during the shift
Work in a 24/7 support environment
Complete understanding of all Service Desk functions
Writing knowledgebase cases and FAQ’s (frequently asked question) documentation for IT and external users
Windows XP/2007, MS Office, Outlook, other Windows applications in a Microsoft Active Directory environment and iOS devices
Strong Analytical, Presentation and problem solving skills
Ability to perform system administrator tasks
Ability to manage multiple issues in a fast-paces dynamic environment
3 - 5 years’ experience in a Service Desk in a medium to large global corporate environment
3 - 5 years customer service experience
5+ years’ experience in a Service Desk in a medium to large global corporate environment
1 + years’ experience on Oracle Application 11.5.10 with the ability to troubleshoot end-user basic screen error for different modules: Order Management (OM), Supply Chain (INV and PO), and Financial (AP, AR, and GL)

Out of Hours Senior Service Desk Analyst Resume Examples & Samples

Previous IT Helpdesk experience is essential
Ability to use your own initiative as the team night time team are solely responsible for all activities throughout the night
Excellent telephone manner
Answer Phone and email
Provide tier 1 and tier 2 incident resolution
Mentor junior Service Desk Techs
Answering phone calls in a timely manner, responding to all calls within the Service Level Agreements (SLA)
Providing timely call progress and completion updates to users
Contribution of documentation for the Service Desk
Configuration and maintenance of service desk management tools (e.g. ServiceNow)
Perform Service Desk Level 1 and Level 2 Agent activities in support of high-call volume and support backlog periods
Provide technical and process support, advice and direction to Level 1 and Level 2 Agents in providing Incident Management and Change Management activities for end users
Receive and respond to user inquiries and requests via telephone, email, case tracking system professionally and with speed, accuracy and proficiency
Produces quality work and results
Solve problems using agreed upon procedures
Develop a comprehensive understanding and mastery of all tools
Previous IT Support / IT Service Desk experience
You will be required to analyze, troubleshoot and resolve incidents with the aim of eliminating recurrences and reducing calls to the Service Desk while coordinating with other areas to resolve problems if necessary
Taking receipt of Service Desk support requests and logging them, either for resolution within the Enterprise Toolset or for escalation to other more specialized second level support teams
You will be required to act as a technical escalation point for your team members and to manage team escalations and oversee the priority incidents to completion
You are required to assist your Team Leader for ensuring that the team complies with all relevant Service Delivery and Corporate Policies, Procedures and Work Practices
You will conform to the Agent Enablement Program which includes (performance management, development plans, rewards and incentive programs, monthly reporting, etc.)
You will establish in consultation with your Team Leader a personal Training and Development plan
You will ensure that you have available to yourself a relevant Position Description and Goals & Objectives Plan (KPIs)
You will successfully complete the induction procedure for your role
Participate in and promote the rewards scheme that will be leveraged from available corporate programs
Certificate 3 or 4 in Telecommunication systems or other relevant tertiary studies
Understanding of network protocols such as TCP/IP, DNS, SSL and VPN
Previous experience using Service Now, HP SM7 experience
Provides application deployment through the use of company approved software distribution mechanisms. Responsible to test and deploy desktop image updates and platform patches as released. Participation in a least one global platform support team. Strict adherence to licensing and accurate inventory is required
Provides support for account administration in times of need. Provide advanced support for remotely connected and travelling users. Identifies and responds to threats of information security
Ensures operation and service documentation (i.e. SOP, Schedules, internal procedures, etc.) are adequate and up-to-date. Train junior staff on updates to operations procedures
Maintains up-to-date knowledge of business continuity
Accurately documents all incidents and request in CSL’s incident management system
Ensures all processes relevant to the sphere of the responsibility are fully documented and up to date
Develops procedure documentation for new applications or platforms and provide training as required
Active Knowledgebase maintaining
Associate’s degree in Computer Science is preferred
4+ years of related work experience required that includes advanced customer service / call center experience, technical knowledge of PC and notebook hardware/software, printers and network, including hands-on or remote troubleshooting experience
Communication and strong customer service skills
Problem determination and trouble-shooting
Technical training or certification in any of the following areas will be a plus
Offering advice to end users on all areas of IT, troubleshooting issues and ensuring trust and confidence in IT is maintained
To ensure effective communication within IT teams and the business through the systematic execution of incident and service request processes – this includes making timely announcements to the business on systems availability and maintenance windows
To actively promote and market IT, including assisting with quality assurance and customer satisfaction surveys
You will be able to proficiently use and understand IT systems and applications (including MS Office and Outlook) and have a basic understanding of an IT administration role
You will be able to speak and write in English
If you can speak Mandarin and write in Simplified Chinese, this would be an added bonus but not essential
Comp TIA A+ and Network + preferred
Ability to work independently, make good use of time and prioritize multiple tasks
Experience with cable testing equipment, tone generators for cable tracing, and multi-meter devices
Must possess working knowledge of 66-block and 110-block installations with experience in LRE technologies and fiber converters
Must be able to travel frequently - up to 60% of the time
Must have a valid driver’s license and a good driving record
Providing initial first line support for all users of company applications, devices, and services in accordance with confirmed procedures and agreed Service Level Agreements
Using skilful questions, identify as quickly as possible the exact nature and seriousness of the fault being reported
When appropriate, attempt to resolve issues whilst the user remains on the telephone
If necessary, escalating the fault and working with the correct internal support team to enable the successful resolution of the issue
Accurately record all fault information onto the Help Desk call logging system
Update users on the progress of faults, including advice on how best to proceed where appropriate
Track request/s and determine current activity on the request/s
Analyse and interpret the request to ensure the classification, prioritisation and escalation of the request is correct
Work closely with colleagues to ensure the swift resolution of faults
Produce breach and other reports that are necessary for the correct operation of our processes
Oversee both local and remote administration for our Seattle, LA, and San Francisco locations
Ensure daily tasks and tickets are completed or assigned to the correct support staff
Provision new hardware to all new and existing users, utilizing imaging and configuration tools
Help to maintain our network of Windows and macOS laptops—including a variety of standard desktop applications (i.e., Office, Email, Internet Explorer, Anti-Virus), Active Directory, Cloud-based applications, and other laptop peripherals
Manage the Audio/Visual systems (Video Conference; Telephony, Skype) in the Seattle Office—including assisting staff in utilizing AV control systems to start or conduct meetings
General issues resolution for Networking, Printer, Server, and other advanced pieces of infrastructure
Align with West Monroe incident, change and problem management, procurement, security, and other processes and policies
Bachelor’s degree in IT, MIS or related field or equivalent qualification
Substantial experience in a similar role
Ability to think out of the box and implement innovative and initiatives
Able to demonstrate commitment to tasks with high motivation and sense of urgency
A variety of operating systems (ex. Windows 7, Windows 10, Unix etc.) on desktop and server
Customer service and support principles and methods used to deliver a wide range of customer support services
System software, hardware and networking and how they all interconnect/work together
Network configuration techniques, computer equipment and assigned system software
Computer systems installed in customer organizations along with the customer's automation needs to participate in the planning and delivery of a full range of IT customer support services
Principles and methods used for planning and managing the implementation, update, and integration of information system components
Troubleshooting problems and implementing changes on multifaceted and interdependent computer platforms
Modifying application code and devising software patches or workarounds, documenting problems and advising the responsible party on support issues
Using performance tuning tools and techniques that are used to optimize systems functionality in order to meet installation systems requirements
Using system software, IT Security principles and functional application software used throughout the state
Apply troubleshooting and data analysis methods to resolve a wide variety of computer/printer problems
Interact with individuals at all levels throughout the organization
Prioritize workload based on customer needs and impact to the organization
MCSA (Microsoft Certified Solution Associate) or RHCSA (Red Hat Certified Systems Administrator) is preferred
ITIL training a plus
Bachelor’s degree in Computer Science, MIS, related field or equivalent
3 to 5 years working experience of in information systems
Experience in Microsoft based systems, including Active Directory, or Linux based systems, internet web farms and hosting
Understanding and working with related functions

Related Job Titles

Senior Service Desk Analyst Resume Sample

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Work Experience

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
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

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
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
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

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

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

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)
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
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)
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)
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
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
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
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

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

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

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
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
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
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
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
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
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
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

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

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

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
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
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
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
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
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
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
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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5 Service Desk Analyst Resume Examples & Guide for 2024
Resume summary and objective examples for a service desk analyst resume. With an impressive 10-year career in IT support, this professional comes equipped with a firm grasp of troubleshooting frameworks and exceptional interpersonal skills. Having collaborated on various high-stake projects at IBM, they played a pivotal role in achieving a 98% ...
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Service Desk Analyst, Marketa. May 2021 - present, San Francisco, CA. Provide phone, email, chat or remote workstation support to approximately 300 regional employees. Support corporate IT systems and analyze events to resolve system issues. Provide regular end-user/new user education training sessions focusing on collaboration tools and VPNs.
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Service Desk Analyst Resume Examples & Samples. 1st line support : troubleshooting of IT related problems (excluding applications) Escalate unresolved issues/requests to the corresponding helpdesk (L2 support) To maintain a high degree of customer service for all support queries.
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The ideal resume format for a Service Desk Analyst should be structured to highlight your technical skills, customer service experience, and problem-solving abilities. Here are some key considerations and tips for crafting an effective Service Desk Analyst resume: **Clear and Professional Layout:** Choose a clean, professional layout that ...
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The ideal resume format for a Service Desk Analyst should be structured to highlight your technical skills, experience in customer service, and ability to resolve IT issues efficiently. Here are some key considerations for crafting an effective Service Desk Analyst resume: **Clear Header:** Start with a clear header that includes your full name ...
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IT Service Desk Analyst Resume Example. Created new user profiles, monitored access levels, granted special permissions, and managed accounts on Salesforce CRM. Utilized Service-Now and CASD ITSM ticketing tools to log issues, interactions, reports, and incidents, and triaged them to the Level-2 Support Team.
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Examples of metrics to include in your IT service desk analyst work experience: Resolved an average of 75 tickets per week, exceeding team target by 25%. Reduced average ticket resolution time by 20% through process improvements. Maintained 98% customer satisfaction rating based on post-ticket surveys.
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Build Free Resume. Description : Incident Manager for multiple customer accounts. Evaluate service desk analyst issues and assign corrective actions. Working with 2nd level to resolve high priority issues in a timely manner for client. Answered a constant flow of customer calls with up to 50 calls in queue per minute.
10 Service Desk Analyst Resume Examples For 2024
Choose from 10+ customizable service desk analyst resume templates. Choose from a variety of easy-to-use service desk analyst resume templates and get expert advice from Zippia's AI resume writer along the way. Using pre-approved templates, you can rest assured that the structure and format of your service desk analyst resume is top notch.
Service Desk Analyst Resume Examples and Templates
An effective professional summary example: "ITIL-certified Service Desk Analyst with over five years of experience in user support under high-pressure conditions, showcasing a proven track record in technical troubleshooting and enhancing user satisfaction through excellent communication skills." An objective statement is more suitable for ...
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IT Service Desk Analyst, ABC Company (2018-Present) - Promoted to Senior IT Service Desk Analyst in 2020 - Mentored and trained a team of 5 junior analysts - Led a project to implement a new ticketing system, resulting in a 25% increase in efficiency. Compare this to a work experience entry that doesn't highlight growth:
Service Desk Analyst Resume Sample
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.
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Service Desk Analyst Resume Examples & Samples. Professional samples, written by top HR executives. Land the job with the best Resume Builder! ... , field-tested resume templates. START YOUR RESUME NOW. service desk analyst: Resume Samples & Writing Guide. Ike Miller 836 Pine St., Warren, OR 97056 [email protected] 781-490-9375.
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Automation Service Desk Student Resume Examples & Samples. 1) Ability to work in 12 hours shift, 2 or 3 times a week, including week end shifts. Be able to flex your shifts to align with business needs. 2) High attention to detail and strong written and verbal communications skills in English.
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John Doe. Service Desk Analyst. 123 Main Street | Anytown, USA 99999 | Phone: (123) 456-7890 | Email: [email protected]. I am an experienced Service Desk Analyst, adept at providing comprehensive technical support services to customers.
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Service Desk Analyst Junior Resume Examples & Samples. Able to have strong organizacional and follow-through skills. Able to prioritize incidents, multi-task and problem-solve, in order to provide telephonic support to our clients. Able to have a positive attitude, with an ability to resolve difficult customer issues.
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Here are some common components to include on your resume: Header: Include a header on your resume at the top of the page. This typically includes your full name, all of your contact information and your location, including your city, state and territory. Professional summary: A good resume typically has a professional summary, which describes ...
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Service Analyst Intern. 11/2002 - 02/2008. Houston, TX. Knowledge about the topology of the customer's network. Through coaching and teaching, supports employees development and acquisition of skills and knowledge to become. Develop, implement and maintain Service information systems and processes. Provide reports for Service operations ...
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Help Desk Analyst Resume Examples & Samples. Ability to focus despite distractions. Ability to quickly learn Help Desk process, from logging to informing customer solution is in place implements solutions not fixes. Proactive Thinking skills. Ability to be flexible and work well in a team environment.
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Help Desk Analyst Salary. The Bureau of Labor Statistics (BLS) reports that the median annual salary for help desk analysts is $49,390. Those in the 10th percentile make $29,440 annually, while those in the top percent can earn a median annual wage of $82,160. Help desk analysts working for software publishers and in banking tend to make the ...
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Some popular Service Desk Analyst hard skills are Active Directory, Technical Support, Troubleshooting, Windows 7, Windows Server, Service Desk, Windows 10 and Computer Hardware. Depending on the job you apply to, skills like Office 365, Microsoft Exchange, Software Installation, Virtual Private Network (VPN) and IT Service Management can also ...
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Supports Service Request Management and Service Restoration Management Level 1. Guides Junior Service Desk Analyst as well perform floor walk assistance. Provides first-line technical support when handling calls, in order to provide time-of-call resolution to simple and complex calls. Assist in license management and auditing.
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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.

5 Service Desk Analyst Resume Examples & Guide for 2024

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Service Desk Analyst resume examples for 2024

Service Desk Analyst resume example

Choose from 10+ customizable service desk analyst resume templates

Service Desk Analyst resume format and sections

2. Add relevant education to your service desk analyst resume

3. Next, create a service desk analyst skills section on your resume

4. List your service desk analyst experience

5. Highlight service desk analyst certifications on your resume

6. Finally, add an service desk analyst resume summary or objective statement

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Essential Components of a Service Desk Analyst Resume

1. Contact Information

2. Professional Summary or Objective Statement

3. Skills and Competencies

4. Work Experience

5. Education and Certifications

6. Technical Proficiencies

7. Achievements and Awards

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