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service desk analyst

  •  Provide first-tier, technical support and problem-solving management to end users on issues of computer operations including installation, setup, error messages and application use. 
  • Identify research and resolve technical problems such as PC freezes, booting issues, hardware and software installations and repair in a Windows 7/Windows 10 environment. 
  • Document and track requests for assistance and escalate unresolved issues to higher level support in accordance with established policies and procedures. 
  • Worked with MS Office 2010 – 2016 Applications, Internet Explorer, Outlook, Citrix, VPN and Remote access and troubleshoot with Avaya phone software. 
  • Experience with HP and Dell laptop and desktop computers, along with a variety of peripheral support. 
  • Managed Active Directory user, group and computer accounts. 
  • Installation and support of PC hardware and peripherals, such as HP printers. 
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service desk analyst

  •  Managed to finish the daily tasks without a major problem.
  • Able to create a resolution for internal server issue and making sure everything are up and running.
  • Reviewed constantly the history of every ticket being dispatch by the system tool.
  • Ensuring that clients are receiving excellent satisfaction by providing quality service. 
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senior service desk analyst

  • In a more senior role, I was also able to assist the Desktop team in various projects and hardware deployments across the organisation.
  • Change Manager: Coordinating and evaluating changes in business requirements. Responding to business and IT Requests for these changes, aligning these with business needs.
  • Coordinating with vendors directly in the purchasing of new and up-to date hardware for the paramedic fleet.
  • Mobile Device Support (iPad) to on-road paramedics.
  • Knowledgeable in Exchange Console, Active Directory and Airwatch Management Console which were used on a daily basis and were critical in my role.
  • Creation of work instructions and implantation of these documents in Confluence so they are available in a central location.
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service desk analyst

  • Telephonic,Email and face to face support.
  • Incident management using tools like HP service manager.
  • Logging incidents and assigning them to respective teams.
  • Creating and maintaining problem records and tracking them to closure.
  • Trouble shooting network issues.
  • Address book management (Adding/Removing new users to groups)
40

service desk analyst

  • First point of contact for all technical issues and requests
  • Create and perform full technical service resolutions to the end users
  • Create self service solutions to empower the users to fix their concerns
  • Assign and direct cases to the appropriate team for faster resolution of concerns or requests