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help desk analyst: Resume Samples & Writing Guide
Professional Summary
Highly experienced Help Desk Analyst with a proven track record of providing efficient and effective IT technical support. Expert in troubleshooting, problem solving, and customer service.
Employment history
Lead Help Desk Analyst, Oracle Redwood City, California
December 2009 – Present
- Document customer inquiries and resolutions in a ticketing system
- Answer user inquiries regarding computer software and hardware operation
- Provide technical assistance and support
Associate Help Desk Analyst, Amazon Seattle, Washington
December 2008 – November 2009
- Configure, install, and test computer hardware, networking software, and operating system software
- Develop and maintain user training materials and documentation
- Assist in the maintenance of IT inventory
Jr. Help Desk Analyst, Amazon Seattle, Washington
December 2007 – November 2008
- Respond to email messages for customers seeking help
- Respond to customer inquiries and requests in a timely manner
- Configure, install, and test computer hardware, networking software, and operating system software
Education
Cornell University, Ithaca, New York
Master of Science in Information Systems Management, October, 2007
Cornell University, Ithaca, New York
Bachelor of Science in Network Engineering, October, 2003
Skills
Time Management
Troubleshooting
Written Communication
Listening
DHCP
DNS
Computer Hardware
Software Installation
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Professional Summary
Highly experienced Help Desk Analyst with a passion for solving complex IT problems. Proven track record of providing excellent customer service and technical support to clients.
Employment history
Lead Help Desk Analyst, Apple Cupertino, California
October 2013 – Present
- Provide technical support over the phone, email, or in person
- Assist in the installation, configuration, and maintenance of computer systems
- Respond to customer inquiries and requests in a timely manner
Help Desk Analyst, Apple Cupertino, California
April 2013 – September 2013
- Monitor system performance and troubleshoot any issues
- Install, modify, and repair computer hardware and software
- Provide technical support over the phone, email, or in person
Jr. Help Desk Analyst, Intel Santa Clara, California
October 2011 – March 2013
- Train users on new systems
- Monitor system security and apply security patches as needed
- Maintain and administer computer networks and related computing environments
Education
Carnegie Mellon University, Pittsburgh, Pennsylvania
Certified Information Systems Auditor (CISA), August, 2011
Skills
Collaboration
Public Speaking
Research
Communication
Linux
Virtualization
Troubleshooting
DNS
Employment history
Chief Help Desk Analyst, IBM San Francisco, California
December 2019 – Present
- Monitor system security and apply security patches as needed
- Monitor system performance and troubleshoot problem areas
- Develop and maintain user training materials and documentation
Associate Help Desk Analyst, HP Palo Alto, California
June 2019 – November 2019
- Monitor system security and apply security patches as needed
- Train users on new systems
- Assist in the maintenance of IT security policies and procedures
Jr. Help Desk Analyst, Apple Cupertino, California
June 2018 – May 2019
- Develop and maintain system and network performance metrics
- Monitor help desk tickets and respond to inquiries
- Create and maintain user accounts, permissions, and access rights
Education
Carnegie Mellon University, Pittsburgh, Pennsylvania
CompTIA Security+, April, 2018
Skills
Social Media
Problem Solving
Innovation
Project Management
Computer Hardware
Troubleshooting
IT Support
Network Administration
Professional Summary
Highly experienced Help Desk Analyst with a passion for providing excellent customer service and technical support. Proven track record of quickly and effectively resolving customer inquiries and troubleshooting IT issues.
Employment history
Chief Help Desk Analyst, Microsoft Redmond, Washington
January 2010 – Present
- Monitor system performance and troubleshoot problem areas
- Assist in the maintenance of IT inventory
- Answer user inquiries regarding computer software and hardware operation
Help Desk Analyst, Intel Santa Clara, California
June 2009 – December 2009
- Create and maintain user accounts, permissions, and access rights
- Answer user inquiries regarding computer software and hardware operation
- Troubleshoot hardware and software problems
Junior Help Desk Analyst, Microsoft Redmond, Washington
January 2008 – May 2009
- Develop and maintain user training materials and documentation
- Document technical issues and solutions
- Train users on new systems
Education
Carnegie Mellon University, Pittsburgh, Pennsylvania
Bachelor of Science in Computer Science, November, 2007
Skills
Strategic Thinking
Flexibility
Interpersonal
Quality Assurance
Cybersecurity
Software Development
Computer Hardware
Network Administration
Employment history
Senior Help Desk Analyst, Microsoft Redmond, Washington
February 2022 – Present
- Monitor system performance and troubleshoot any issues
- Configure, install, and test computer hardware, networking software, and operating system software
- Answer user inquiries regarding computer software and hardware operation
Help Desk Analyst, Accenture New York, New York
September 2020 – January 2022
- Develop and maintain system and network performance metrics
- Collaborate with other IT personnel to troubleshoot and resolve complex issues
- Provide technical support over the phone, email, or in person
Junior Help Desk Analyst, Intel Santa Clara, California
February 2020 – August 2020
- Monitor system security and apply security patches as needed
- Troubleshoot hardware and software problems
- Assist in the maintenance of IT inventory
Education
Cornell University, Ithaca, New York
Master of Science in Cyber Security, December, 2019
Cornell University, Ithaca, New York
Bachelor of Science in Computer Engineering, December, 2015
Skills
Teamwork
Mentoring
Research
Accounting
Technical Support
VPN
Project Management
IT Infrastructure
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help desk analyst Job Descriptions; Explained
If you're applying for an help desk analyst position, it's important to tailor your resume to the specific job requirements in order to differentiate yourself from other candidates. Including accurate and relevant information that directly aligns with the job description can greatly increase your chances of securing an interview with potential employers.
When crafting your resume, be sure to use action verbs and a clear, concise format to highlight your relevant skills and experience. Remember, the job description is your first opportunity to make an impression on recruiters, so pay close attention to the details and make sure you're presenting yourself in the best possible light.
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.
help desk analyst Job Skills
For an help desk analyst position, your job skills are a key factor in demonstrating your value to the company and showing recruiters that you're the ight fit for the role. It's important to be specific when highlighting your skills and ensure that they are directly aligned with the job requirements, as this can greatly improve your chances of being hired. By showcasing your relevant skills and experience, you can make a compelling case for why you're the best candidate for the job.
How to include technical skills in your resume:
Technical skills are a set of specialized abilities and knowledge required to perform a particular job
effectively. Some examples of technical skills are data analysis, project management, software proficiency,
and programming languages, to name a few.
Add the technical skills that will get hired in your career
field with our simple-to-use resume builder. Select your desired resume template, once you reach the skills
section of the builder, manually write in the skill or simply click on "Add more skills". This will
automatically generate the best skills for your career field, choose your skill level, and hit "Save &
Next."
- Data Analysis
- Troubleshooting
- Quality Assurance
- Database Management
- Project Management
- Technical Support
- Computer Networking
- Network Security
- System Administration
- Cybersecurity
- Operating Systems
- Cloud Computing
- Software Development
- Programming
- System Analysis
- IT Support
- Hardware Installation
- IT Infrastructure
- Technical Writing
- Network Administration
- Computer Hardware.
- Network Administration
- Technical Support
- Computer Hardware
- Operating Systems
- Troubleshooting
- Systems Administration
- Networking
- Software Installation
- Active Directory
- Windows Server
- Linux
- IT Security
- TCP/IP
- DHCP
- DNS
- LAN/WAN
- VoIP
- VPN
- Firewalls
- Virtualization
- Cloud Computing
How to include soft skills in your resume:
Soft skills are non-technical skills that relate to how you work and that can be used in any job. Including
soft skills such as time management, creative thinking, teamwork, and conflict resolution demonstrate your
problem-solving abilities and show that you navigate challenges and changes in the workplace
efficiently.
Add competitive soft skills to make your resume stand-out to recruiters! Simply select
your preferred resume template in the skills section, enter the skills manually or use the "Add more skills"
option. Our resume builder will generate the most relevant soft skills for your career path. Choose your
proficiency level for each skill, and then click "Save & Next" to proceed to the next section.
- Communication
- Interpersonal
- Leadership
- Time Management
- Problem Solving
- Decision Making
- Critical Thinking
- Creativity
- Adaptability
- Teamwork
- Organization
- Planning
- Public Speaking
- Negotiation
- Conflict Resolution
- Research
- Analytical
- Attention to Detail
- Self-Motivation
- Stress Management
- Collaboration
- Coaching
- Mentoring
- Listening
- Networking
- Strategic Thinking
- Negotiation
- Emotional Intelligence
- Adaptability
- Flexibility
- Reliability
- Professionalism
- Computer Literacy
- Technical
- Data Analysis
- Project Management
- Customer Service
- Presentation
- Written Communication
- Social Media
- Troubleshooting
- Quality Assurance
- Collaboration
- Supervisory
- Risk Management
- Database Management
- Training
- Innovation
- Documentation
- Accounting
- Financial Management
- Visualization
- Reporting
- Business Acumen
- Process Improvement
- Documentation
- Relationship Management.
How to Improve Your help desk analyst Resume
Navigating resume pitfalls can mean the difference between landing an interview or not. Missing job descriptions or unexplained work history gaps can cause recruiters to hesitate. Let's not even talk about the impact of bad grammar, and forgetting your contact info could leave your potential employer hanging. Aim to be comprehensive, concise, and accurate.
Irving Davis 767 Springwood Drive, Cheyenne, WY 82003
Professional Summary
Experienced Help Desk Analyst with a deep understanding of IT systems and customer service. Proven ability to troubleshoot and resolve customer issues quickly and effectively.
Employment history
Lead Help Desk Analyst, Intel Santa Clara, California
May 2013 – Present
- Assist in the installation, configuration, and maintenance of computer systems
- Monitor help desk tickets and respond to inquiries
- Provide technical support over the phone, email, or in person
Help Desk Analyst, Microsoft Redmond, Washington
October 2012 – April 2013
- Assist in the installation, configuration, and maintenance of computer systems
- Train users on new systems
- Troubleshoot hardware and software problems
Jr. Help Desk Analyst, Apple Cupertino, California
October 2011 – September 2012
Education
Stanford University, Palo Alto, California
Master of Science in Information Technology, August, 2011
Stanford University, Palo Alto, California
Bachelor of Science in Information Technology, September, 2007
Skills
Project Management
Reliability
Strategic Thinking
Critical Thinking
Data Analysis
Windows Server
IT Security
Network Security
Include your Contact Information and Job Descriptions
Missing job descriptions lessens your chances of getting hired.
Key Insights- Employers want to know what you've accomplished, so make sure to include descriptions for all of your previous jobs.
- Keep job descriptions short but don't just list your jobs.
- Never copy-paste a job description to post on your resume. Get inspired and use tools to help you write customized descriptions.
How to Optimize Your help desk analyst Resume
Keep an eye out for these resume traps. Neglecting to detail your job roles or explain gaps in your career can lead to unnecessary doubts. Grammar blunders can reflect negatively on you, and without contact information, how can employers reach you? Be meticulous and complete.
Employment history
Senior Help Desk Analyst, Apple Cupertino, California
March 2018 – May 2022
- Documnet technicl isses and solutiosn
- Creat and maintin user acconts, persmissions, and accees rights
- Develp and maintian user trainning materialls and documentaiton
Associate Help Desk Analyst, Dell Technologies Round Rock, Texas
March 2017 – February 2018
- Instal and configur operating systems, aplications, and network equipments
- Configur, instal, and test computar hardwares, networking softwares, and operating system softwares
- Monitoe help desk tickets and respons to inquirys
Jr. Help Desk Analyst, Microsoft Redmond, Washington
September 2016 – February 2017
- Instal and configure operating systems, aplications, and network equipments
- Provide technial suport for remot users
- Assit in the maintenace of IT inventory.
Education
University of Washington, Seattle, Washington
Doctor of Philosophy in Computer Information Systems, July, 2016
University of Washington, Seattle, Washington
Bachelor of Science in Network Security, July, 2012
Skills
Attention to Detail
Business Acumen
Critical Thinking
Teamwork
TCP/IP
Project Management
VoIP
Technical Support
Correct Grammar and Address Gap Years in Your Resume
Don't leave unexplained gaps in your work history.
Key Insights- When explaining gaps in your employment section, start by being honest.
- Elaborate on the gap and show that you never stopped learning.
- Explain and elaborate any gap in your work history by highlighting new skills.
help desk analyst Cover Letter Example
A cover letter can be a valuable addition to your job application when applying for an help desk analyst position. Cover letters provide a concise summary of your qualifications, skills, and experience, also it also gives you an opportunity to explain why you're the best fit for the job. Crafting a cover letter that showcases your relevant experience and enthusiasm for the Accounts Payable role can significantly improve your chances of securing an interview.
Lead Help Desk Analyst
IBM
San Francisco, California
IBM
San Francisco, California
To the respected IBM Hiring Team
I am a results-driven Help Desk Analyst with 16 years of experience in Information Technology (IT). I am excited to submit my application for the Lead Help Desk Analyst role at IBM, where I believe I can make a valuable contribution to your team.
As someone who has always been driven by a desire to solve complex problems and make a difference in the world, I have pursued opportunities to learn and grow throughout my life. My experience in this field has equipped me with valuable skills such as Time Management and Troubleshooting that have planted in me a great work ethic. I am excited to apply these skills and my enthusiasm for Information Technology (IT) to the role and contribute to your organization's success.
I cannot stress enough how thrilled I am about the chance to join a team of like-minded individuals who share my values and passion for this amazing field. Thank you for considering my application and I hope for the chance to work together.
Thank you for your time and consideration,
Ben Allen
971-023-5888
[email protected]
Ben Allen
Showcase your most significant accomplishments and qualifications with this cover
letter.
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Build your Resume in 15 minutes
Give yourself the best chance of standing out from the
competition!
Create an awesome resume that meets the expectations of potential employers with our selection of professional, field-tested resume templates.
Create an awesome resume that meets the expectations of potential employers with our selection of professional, field-tested resume templates.