Service Desk Analyst Resume Examples

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 

service desk analyst

  •  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.

service desk analyst

  • 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.

service desk analyst

  • 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.

service desk analyst

  • 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

  • Responsible for receiving all IT related and Telecom related problems, inquiries, and request. Giving first level resolution and escalating all ticket problem to second level of support if needed using VM Ware ticketing system
  • Responsible for attending all reported incident through email.
  • Troubleshooting of PC software problems and printer problems.
  • Knowledgeable in MS Outlook and Lotus Notes configuration
  • Installing, configuring and updating of Meralco applications like CMS, FMS, MWMS, MMS, Lotus Notes, McAfee Antivirus, HRIS (SAP), MS Office, MS Windows, SAG. 
  • Configuring PC network settings using TCP/IP.
  • Monitoring of all Meralco application systems using BMC and Proactive Net Management System.

service desk analyst

  • Provide phone, email, and Face to Face IT support.
  • Troubleshooting networking issues.
  • Troubleshooting RSA token related issues.
  • Troubleshooting VPN related issues.
  • Set up desktop, laptop and desk phones.
  • Usage of ticketing systems to log ,manage and track issues  and its resolutions.
  • Demonstrate professionalism  and courtesy with customers at all times.

service desk analyst

  • Handle 40+ incidents daily
  • Provide remote & onsite support to 15 car dealerships across Sydney
  • Knowledge in the use of Patch Panels
  • Provide application support for in house software: ERA

service desk analyst

  • Providing technical support across the company 
  • Training more junior staff members
  • Worked with our Clients from Nordic countries and our daily basis is understand their problem on what is happening on their work account or something’s wrong on their computer especially hardware issues and provide with proper solution to their problem.
  • Operated with high integrity, built trust, and earned sustained credibility with internal and external clients. 

service desk analyst

  • Part of the Allscripts internal IT Team
  • Supporting Allscripts Employee’s troubleshooting issues with Internet, Intranet, wireless, VPN, Outlook, Phone email support, laptop and desktop all issues.
  • Experience on working with Active directory, DNS, Office365,CUCM, ACD- Interactive Clients  and may more server applications. 
  • Managing project and team. I have been assigned on Telecom and ACD projects and handling tasks for ACD team for company.