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1
help desk analyst
- Built and provided basic end-user troubleshooting and desktop support on Windows and Mac systems
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes
- Provided Tier 1 IT support to non-technical internal users personnel through desk side support services
- Logged support tickets and closed when issues were resolved
- Conducted in-depth product and issue resolution research to address customer concerns
- Compiled and accurately entered data for each customer encounter to record in system
2
help desk analyst
- Handling escalated situations and finding a resolution.
- Helping service representatives with their queries.
- Analyst responsible for processing the necessary software updates and installations using remote communications.
- Ensured various software installations, maintenance on variety of software and hardware technologies on the laptops and also provided training on usage of Siebel 8.0 application.
3
help desk analyst
- Joining workgroup machines to a Domain & configuring user profile.
- Installing and Managing Microsoft Office packages & other Windows Utilities.
- Supporting and troubleshooting Network related issues.
- Integrated LibreNMS(Network Monitoring tool) to our office environment in-order to monitor Network components such as routers, Servers, and the Workstation.
- Installing Mcafee Endpoint Security and deploying the Mcafee Encryption agent on user’s machine.
- Managing user accounts profile in Domain AD.
- Managing Tickets through BMC Remedy.
4
help desk analyst
- Monitored the 1-800-MEDICARE Toll Free network to support 100% availability of service to beneficiaries.
- Proactively reported network anomalies to prevent any service disruptions.
- Monitored and loaded balancing call routing among call centers based on agent skills and language selection to ensure optimum service and minimum wait times.
- Monitored and facilitated smooth operation of the Siebel Customer Relationship Management (CRM) system deployment to ensure the availability of applications to call center agents.
5
help desk analyst
- Troubleshooting software installation issues.
- VPN issues related with Dialer and High-speed connections.
- Monitoring the remote login on ACE server in case of any login issues.
- Dealing with Remote connectivity issues.
- Troubleshootinglocal printers and Scanners.