Help Desk Analyst Resume Samples

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Help Desk Analysts liaise between computer users and IT departments. Typical resume samples for this job mention duties such as taking phone calls, answering to customer inquiries, diagnosing computer problems, setting up user accounts, installing hardware, and updating software. They may also be required to travel on site to assist customers. A well-written example resume for Help Desk Analyst showcases the following assets: computer proficiency, communication and interpersonal skills, customer service orientation, troubleshooting abilities, and attention to details. Most Help Desk Analysts hold a Bachelor's Degree in information technology or computer science.

For more information on what it takes to be a Help Desk Analyst, check out our complete Help Desk Analyst Job Description.

1

Help Desk Analyst

Received in-bound/Made out-bound calls for technical support for high speed data, digital phone, video services and email support, with proper diagnosis and resolution of software and hardware problems. This includes application support, Outlook mail, Internet Explorer, antivirus and desktop configuration. Use trouble ticketing system (Grandslam and Remedy) for tracking customer's interactions and resolve complex issues.

  • Led team to lower total cost by 15% by maintaining a very low "transfer rate".
  • Generated 25% additional revenue by leading team to record best "First Call Resolution" percentage. Achieved performance awards by using analytical skills to obtain key information, aiming to resolve issues on first call basis.
  • Maintained customer satisfaction rate of 95% or higher.
  • Promoted to "Team Lead" in about six (6) months in the position and mentored new employees.
Candidate Info
13
years in
workforce
8
years
at this job
BA
Management Information Systems
2

Help Desk Analyst

Managed 3 separate ticket systems to ensure all client technical issues related to broadband, email, VoIP, and VPS get resolved in a efficient and timely manner which resulted in a decrease cancellation rate of over 10% each year for the past 3 years

  • Built and maintained computers by installing and updating software, upgrading and replacing hardware for office and clients
  • Processed and managed new orders with vendors from signing of service order to installation of new service at client locations
  • Assisted System Administrator by going to client sites to troubleshoot network and broadband issues, setup VoIP systems
  • Increased company website traffic more than 60% in the last 6 months by using social media(Facebook/Twitter)
Candidate Info
13
years in
workforce
4
years
at this job
Marketing And Management
3

Help Desk Analyst

Resolved support tickets assigned through Zendesk at an average of 100-150 tickets per month.

  • Managed IT new hire process from account creation and workstation build through deployment and user training.
  • Maintained an extremely high level of customer satisfaction with a combination of technical skill and exceptional bedside manner.
  • Documented Help Desk process and procedure in an IT manual to bring new team members up to speed quickly.
  • Performed regularly scheduled checks of network health, server sanity, and backup logs. Provided reports on a weekly basis.
  • Maintained IT equipment inventory with periodic audits and cleanup.
Candidate Info
12
years in
workforce
3
years
at this job
BS
Electrical Engineering
4

Help Desk Analyst/operation Specialist

Supported Private Banking user in New York, Miami, Dallas, San Diego and Seattle with expert technical assistance.

  • Accurately diagnosed and problem-solved system, hardware, and software problems, documenting as needed.
  • Resolved highly technical issues with our Traders and Bloomberg users by telephone and through remote-assists.
  • Used technical knowledge of Microsoft Windows 7, Outlook, Office 2010 applications, Wyse Thin-client, internal application, BMC -Track-it, Exchange issues, Blackberry and IPad devices to solve any and all problems.
  • Provided user training and continual support of software, hardware, applications, and related programs.
  • Managed the implementation and testing of hardware and software at DR site; Administered the Broker Dealer system BNY Mellon Pershing Netx360 Application. Support users on our Core Banking system Globus.
  • Helped facilitate the successful transition and integration to Banesto Securities accounts and Pershing system.
Candidate Info
30
years in
workforce
3
years
at this job
C
Education
5

Help Desk Analyst

Responsible for contacting 100 customers to maintain product quality and satisfaction

  • Increased company profitability by up-selling additional products to customers
  • Researched, sourced and managed part orders for field engineers
  • Performed detailed Document Processor Hardware / Software troubleshooting which resolved customer's functional issues
Candidate Info
7
years in
workforce
2
years
at this job
Economics
6

Help Desk Analyst

Provisioned all computers in the company and maintained manufacturing floor hardware

  • Worked on major project deployments including VOIP and ERP system rollout
  • Organized and completed a cleanup of a six month ticket backlog
  • Deployed security and firmware updates
  • Tracked, cleaned and updated all computers in the company and created a maintenance schedule
Candidate Info
1
year in
workforce
3
months
at this job
AAS
Computer Science
7

Help Desk Analyst Level

Provided help desk support for New York City Department of Education, and Pfizer field representatives.

  • Did password resets, setup security questions, and used remote tools.
  • Navigated through Knowledge Base/Active Directory quickly and efficiently.
  • Created detailed and accurate tickets using information provided by clients.
  • Provided support for iPhone/iPads, setting up VPN, and migrated data.
Candidate Info
6
years in
workforce
6
months
at this job
HS
High School Diploma
8

Help Desk Analyst

  • Provided telephone, email and/or desk side support service to both corporate and field employees
  • Responsible for assisting with Workstation Administration of over 200 workstations
  • Installed, wrote documentation for, troubleshot, solved problems for, and/or utilized over 100 third
  • Tested and implemented New Boundary Prism Deploy application deployment software utilized for Corporate Headquarters workstations and for remote laptops.
  • Tested and implemented Symantec Ghost Solution Suite 1.0 imaging solution which decreased OS
Candidate Info
4
years in
workforce
1
year
at this job
BBA
Finance
9

Help Desk Analyst

Provided front line technical support via phone/email/in-person, focusing on customer service

  • Handled A/V Setups (laptops and projectors) in conference rooms
  • Installed New Application Software and Hardware (i.e. Dymo Label Printer)
  • Implemented desktop PC migration transitioning 400 users from Windows XP to Windows 7, MS Office 2003 to 2010 as well as to a Virtual desktop environment (Citrix XenDesktop)
  • Produced Crystal Reports for ticket system database enabling coworkers to achieve greater efficiency in entering trouble tickets
  • Achieved HDI-SCA (Support Center Analyst) technical certificate; improving First Call Resolution of tickets
Candidate Info
10
years in
workforce
2
years
at this job
BA
Bachelor of Arts
10

Help Desk Analyst

Self-motivated, multi-tasking team player with leadership abilities that interacts easily with people of diverse technical backgrounds, cultures, and professional levels.

  • Developed, implemented, and trained personnel to use a new company wide trouble reporting
  • Answered user questions via email or telephone regarding hardware/software applications
  • Serve as liaison between users and the technology department to resolve issues.
  • Documented resolutions for future reference
  • Member of the Change Management board
Candidate Info
20
years in
workforce
3
years
at this job
C
Project Management
AA
Liberal Arts
BS
Business Administration

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