Help Desk Analyst Resume Examples

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 

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. 

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. 

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.

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.

help desk analyst

  • Supporting and troubleshooting Network related issues.
  • Troubleshooting outlook and software related Issues.