Service Desk Analyst Resume Examples

service desk analyst

  • Level1engineer for the desk operating on issues related to user accounts in Active Directory for internal HP & Client applications.
  • Handling e‐mails related to technical and non‐technical issues and giving immediate response and resolution to the customer via e‐mails, Skype or outbound calls.
  • Handling multiple live chats simultaneously related to technical and non‐technical issues and resolving it or raising to appropriate team on real time for resolution.
  • Ensure the highest level of communication with the customer and meeting our contractual Service Level Agreement (SLA) by providing regular updates with respect to progress of each incident and quickly providing high quality, creative and timely solutions in a professional manner while demonstrating the highest level of customer service.

service desk analyst

  • As a tertiary graduate, I was contracted at St John Ambulance providing general IT support to various in house applications, as well as 1st level and 2nd level ePCR/iPad Support for on-road paramedics.
  • Maintaining, completing and monitoring Asset Management database for all hardware on-site.
  • Incident/request logging and escalation via CA Service Desk Manager.
  • Providing 1st level support for ePCR (electronic patient care record) and iPad support for on-road Paramedics.
  • PC deployment across the head office, and imaging via KACE deployment tools.
  • Knowledgeable in iOS operating systems (Airwatch Management Console, general iPad troubleshooting).

service desk analyst

  • Provide support to internal employees with various type of request and reports.
  • Assist on 4 different channels with different type of issues and process – Voice support, Email Support, Chat support and Self Service ticket support.
  • Perform administrator task ex. doing backlog (aging and idle ticket) , send out report of team workaround of the ticket recreation
  • Provide process training for new trainees.

service desk analyst

  • Was deployed on contract with WIPRO Technologies for an Australian client
  • Work closely with team members to meet and exceed all customer service requirements.
  • Follow up with clients to ensure optimal customer satisfaction.
  • Canister audits/recalls 

service desk analyst

  • Worked in End User Services. 
  • Worked on Incident logging tools like BMC Remedy.
  • Co-ordination with Incident Manager for resolution of High Priority cases and tracking the Incident throughout its lifecycle.
  • Trained in IBM Global Delivery Framework and implemented in project

service desk analyst

  • External – Ethan Group Customers, service providers and sub-contractors.
  • Internal – Technical Teams and Service Delivery Managers; Sub-Divisions and related personnel; colleagues and associates.
  • PDF report Audits (Iron Mountain Report audits) 
  • Project managed – 

service desk analyst

  • Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules, etc.
  • Representing the Service Desk at meetings, Performs briefings on changes or deployments that may affect volumes at the Service Desk.
  • Logs and tracks incidents and requests from identification through resolution. Coordinate with Vendor support staff (service resources) involved in resolution to ensure incidents are resolved. 
  • • Managing ID assignment in HR System

service desk analyst

  • Escalation to proper team
  • Provide Technical support to end users via chat, phone amd email
  • Work on backlog and resolve tickets withh a sense of urgency
  • Create knowledge base articles as unknown issues are encountered

service desk analyst

  • Respond to requests for technical assistance in person, via phone, chat, electronically 
  • Diagnose and resolve technical hardware and software issues 
  • Research questions using available information resources 
  • Advise user on appropriate action 
  • Follow standard help desk procedure 
  • Log all help desk interactions 
  • Administer help desk software 

service desk analyst

  • Provide excellent services through the phone to IT users for basic end-user related hardware’s and software’s, desktop-related LAN network systems.
  • Configuration and resetting the network access accounts whenever required.
  • Installation of new hardware and software.
  • Processing software’s and hardware’s by coordinating user setups, installations,  and upgrades.
  • Provide training to end users.