Service Desk Analyst Resume Samples

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Service Desk Analysts answer employees' technology-related questions and strategize more favorable results. Sample resumes in this field indicate such skills as opening service requests, facilitating the transfer of calls between operational units, and updating service requests to resolution by working with the Service Desk Analyst to identify the correct course of action within SLA time frames. For this position, aspiring Service Desk Analysts should be able to show prior experience providing telephone-based technical support and/or desk side technical support on their resumes.

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

Looking for cover letter ideas? See our sample Service Desk Analyst Cover Letter.

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1

Service Desk Analyst

Provided technical support for first call resolution of 75+ reported issues weekly via telephone, email, and remote desktop control

  • Created 100+ knowledge base solutions for client specific troubleshooting i.e. operating procedures, policies, etc.
  • Achieved 85% high first call resolution on a monthly basis and 90% customer satisfaction rate
  • Trained 35 new employees on responding to calls appropriately and company standards
  • Performed quality assurance check of tickets processed by team
Candidate Info
8
years in
workforce
3
years
at this job
2

Telephony Analyst / Service Desk Analyst

Provided technical support to callers by researching and answering communications questions; resolving problems; providing resources.

  • Resolved issues by researching documentation; troubleshooting hardware, software, guiding client through corrective steps; escalating problems to second level; tracked status of problems and solutions.
  • Established service by walking callers through new installations and configurations.
  • Improved caller capabilities by providing additional documentation; recommending training courses.
  • Maintained help desk database by entering caller statistics, inquiries, and responses
  • Improved help desk results by recommending changes in information and processing.
  • Updated job knowledge by tracking and understanding emerging practices and standards; participated in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
Candidate Info
23
years in
workforce
5
years
at this job
HS
High School Diploma
3

Service Desk Analyst

Helpdesk technician, hired permanently from contract position due to outstanding work ethic, who managed client's service requests/incidents locally and remotely in a timely manner. Provided exceptional customer service while achieving the company mission.

  • Documented and tracked all received requests in incident management system.
  • Collected and updated data to assist with customer issues and concerns.
  • Assisted with software installations.
  • Provided inter-departmental collaboration by escalating unresolved issues to appropriate support functions.
  • Steered negotiations of pricing with customers regarding open item products.
  • Identified priority calls and highlighted potential problems, ensuring that targets are met in line with tight key performance indicators.
Candidate Info
14
years in
workforce
3
years
at this job
BBA
Computer Information Systems
4

External Service Desk Analyst

Researched complex issue's regarding programs and changes throughout the company.

  • Assisted participants of wellness programs via telephone in call center environment (inbound calls) and email with issues regarding the wellness portal.
  • Provided technical support for client services.
  • Troubleshot performance issues on mobile devices regarding the installation and utilization of company specific applications and other web portal related issues for Participants and client managers.
  • Diagnosed incidents and described accurately to developers technical issues for correction beyond our departmental scope.
  • Documented all inquiries within CA Service Desk Manager Management system, followed appropriate guidelines. For notepad documentation, and assigned cases accordingly.
  • Exceed 90% average Customer Call Audit Scores.
Candidate Info
14
years in
workforce
2
years
at this job
Business
5

Service Desk Analyst

Supported 11,000+ internal/external users requiring assistance with operating systems and software packages, including many internal/proprietary systems and applications

  • Used Remedy and ServiceNow call tracking systems to log, track and manage Incidents and Service Requests.
  • Managed over 10,000 Incidents/Requests per year, maintaining an overall resolution rate of 45-50%.
  • Employed experience and training to troubleshoot software and hardware problems via email and telephone, utilizing remote support tools such as Timbuktu Pro and Bomgar.
  • Administered and supported remote access (Cisco IPSec VPN & Juniper SSL VPN), as well as administered and supported RSA SecurID access issues.
  • Performed password administration and access support for Active Directory, PeopleSoft and a number of internal/proprietary systems and applications.
Candidate Info
7
years in
workforce
3
years
at this job
AS
Computer Network Technology
6

Tier 1 Service Desk Analyst

Tier 1 Service Desk Team Lead

  • Supervised thirty Tier 1 Service Desk Analyst
  • Acted as subject matter expert for tier 1 and 2 issue assignment
  • Assisted in the creation of Analyst onboarding training curriculum concerning Remedy on Demand and supported software and troubleshooting methods
  • Participated in ticket escalation process to expedite resolution of issues
  • Managed schedules for thirty Tier 1 Service Desk Analyst
  • Created Analyst performance reports and delivered them to senior management
Candidate Info
10
years in
workforce
8
months
at this job
AAS
Interactive Media Design
BA
Information Technology
7

Service Desk Analyst Consultant

Quickly and conscientiously handled incoming communication to the Service Desk including phone calls and e-mail

  • Documented thoroughly all incidents in Service Now. Relate, link, and assign incidents to the appropriate teams and escalate when systemic issues when needed
  • Installed, modified, and repaired hospital software
  • Managed Sentillion Vergence configuration for doctors and nurses hospital wide
  • Created the IT Service Desk New Hire Manual
  • Maintained daily performance of computer systems and hospital mobile devices
  • Walked customers through problem solving processes
  • Held a 3 months record of second place most resolved incidents
Candidate Info
5
years in
workforce
11
months
at this job
Information Technology
8

Lead Service Desk Analyst / Trainer

Provided Lead Analyst Support to over 5000 users.

  • Prioritized and implemented requested changes to Healthcare systems, Allscripts and in-house applications.
  • Troubleshooted Exchange 2010/Outlook 2010 mailbox and connectivity to solve user and server problems.
  • Created, delegated and monitored Remedy, depending on the nature of the reported problems.
  • Identified/resolved healthcare proprietary systems - specific application issues such as EPIC EMR, Cerner EMR, SDK, Softmed, SCM, MDLink, and YNHH Clinicals Portals.
  • Resolved technical complications for users with remote support strategies GoTo Assist and LANDesk Remote Tool.
Candidate Info
11
years in
workforce
2
years
at this job
AS
Business Administration
BS
Bachelor of Science
9

Service Desk Analyst I

Provided technical support to Stores via inbound & outbound calls, as well as the Service Desk email/voicemail.

  • Provided technical support for corporate users to include setting up computers, passwords, rights and responsibilities using Active Directory (Computers and Users).
  • Notified customer of issue status and follows-up with customers to ensure problems have been resolved satisfactorily.
  • Configured and installed software for end-users' desktops, scanners, terminals, and pos equipment.
  • Performed password resets, break fix, printer support, network connectivity and VOIP troubleshooting.
  • Created tickets in HEAT ticketing system and followed up on tickets to provide resolutions for end users.
Candidate Info
3
years in
workforce
2
months
at this job
BS
Criminal Justice
MA
Informatics
10

Service Desk Analyst

Used Remedy ticketing system to document client issues, escalations, and solutions.

  • Used I3 to maintain client queues and answer calls in a timely manner.
  • Assisted 7 different clients in resolving technology-related problems such as software, hardware, mobile devices, and internet connectivity.
  • Worked in a self-motivated environment with frequent changes in policies and procedures.
  • Applied critical thinking to solve problems that did not have documentation.
  • Provided daily callbacks to customers to ensure that issues were resolved or escalated.
Candidate Info
5
years in
workforce
1
year
at this job
HS
High School Diploma
AAS
Photography

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