5 Amazing service desk analyst Resume Examples (Updated 2023) + Skills & Job Descriptions

service desk analyst

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service desk analyst: Resume Samples & Writing Guide

Employment history

Chief Service Desk Analyst, Google Mountain View, California

August 2018 – Present

Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Train computer users
Respond to email messages for customers seeking help

Service Desk Analyst, IBM San Francisco, California

February 2018 – July 2018

Monitor service desk for tickets assigned to the queue and process first-in first-out based on priority
Train computer users
Provide prompt and accurate feedback to customers

Jr. Service Desk Analyst, Google Mountain View, California

August 2016 – January 2018

Follow up with customers to ensure their technical issues have been resolved
Monitor service desk for tickets assigned to the queue and process first-in first-out based on priority
Provide prompt and accurate feedback to customers

Education

University of Texas at Austin, Austin, Texas

Bachelor of Science in Information Systems, July, 2016

Skills

Quality Assurance

Communication

Organization

Interpersonal

Hardware Maintenance

System Troubleshooting

Scripting

Cyber Security

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Employment history

Lead Service Desk Analyst, HP Palo Alto, California

November 2018 – Present

Diagnose and troubleshoot technical issues
Follow up with customers to ensure their technical issues have been resolved
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams

Associate Service Desk Analyst, Amazon Seattle, Washington

June 2017 – November 2018

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
Identify and suggest possible improvements on procedures
Research questions using available resources

Entry Level Service Desk Analyst, Google Mountain View, California

December 2016 – May 2017

Diagnose and troubleshoot technical issues
Maintain daily performance of computer systems
Respond to email messages for customers seeking help

Education

Cornell University, Ithaca, New York

Master of Science in Computer Information Systems, October, 2016

Cornell University, Ithaca, New York

Bachelor of Science in Software Engineering, October, 2012

Skills

Networking

Time Management

Presentation

Training

Software Installation

Operating Systems

Network Troubleshooting

Help Desk Support

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Employment history

Lead Service Desk Analyst, Accenture New York, New York

September 2021 – Present

Identify and suggest possible improvements on procedures
Follow up with customers to ensure their technical issues have been resolved
Diagnose and troubleshoot technical issues

Service Desk Analyst, Intel Santa Clara, California

September 2020 – August 2021

Research questions using available resources
Respond to email messages for customers seeking help
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams

Entry Level Service Desk Analyst, Amazon Seattle, Washington

September 2019 – August 2020

Install, modify, and repair computer hardware and software
Ensure proper recording, documentation and closure of all issues
Train computer users

Education

Cornell University, Ithaca, New York

Master of Science in Information Technology, July, 2019

Cornell University, Ithaca, New York

Bachelor of Science in Cyber Security, July, 2015

Skills

Computer Literacy

Creativity

Documentation

Visualization

Troubleshooting

Technical Writing

Help Desk Support

Computer Programming

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Professional Summary

Highly experienced Service Desk Analyst with a proven track record of providing exceptional customer service and technical support in the IT field. Skilled in troubleshooting and resolving complex technical issues for clients in a timely manner.

Employment history

Lead Service Desk Analyst, IBM San Francisco, California

January 2011 – Present

Respond to queries either in person, via email, or over the phone
Maintain daily performance of computer systems
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware

Service Desk Analyst, HP Palo Alto, California

July 2009 – December 2010

Maintain daily performance of computer systems
Identify and suggest possible improvements on procedures
Follow up with customers to ensure their technical issues have been resolved

Entry Level Service Desk Analyst, Dell Technologies Round Rock, Texas

February 2008 – June 2009

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
Maintain daily performance of computer systems
Respond to queries either in person, via email, or over the phone

Education

Cornell University, Ithaca, New York

Bachelor of Science in Computer Information Systems, December, 2007

Skills

Interpersonal

Training

Quality Assurance

Accounting

Network Administration

Security Protocols

System Administration

Computer Programming

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Employment history

Chief Service Desk Analyst, HP Palo Alto, California

January 2022 – Present

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
Identify and suggest possible improvements on procedures
Provide prompt and accurate feedback to customers

Service Desk Analyst, Microsoft Redmond, Washington

January 2021 – December 2021

Train computer users
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Maintain daily performance of computer systems

Jr. Service Desk Analyst, Intel Santa Clara, California

July 2020 – December 2020

Respond to queries either in person, via email, or over the phone
Respond to email messages for customers seeking help
Research questions using available resources

Education

University of Michigan, Ann Arbor, Michigan

Certified Ethical Hacker (CEH), May, 2020

Skills

Interpersonal

Risk Management

Quality Assurance

Conflict Resolution

Help Desk Support

Technical Writing

IT Support

Troubleshooting

Use This service desk analyst Resume Template

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service desk analyst Job Descriptions; Explained

If you're applying for an service 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.

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

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service desk analyst Job Skills

For an service 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 Entry
Network Administration
System Administration
Cyber Security
Help Desk Support
Technical Writing
Operating Systems
Troubleshooting
Hardware Maintenance
Software Installation
Network Troubleshooting
Cloud Computing
System Troubleshooting
Active Directory
Virtualization
Security Protocols
Scripting
System Monitoring
IT Support
Computer Programming

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 service 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.

Employment history

Senior Service Desk Analyst, Oracle Redwood City, California

January 2019 – May 2022

Identify and suggest possible improvements on procedures
Train computer users
Identify and suggest possible improvements on procedures

Service Desk Analyst, Microsoft Redmond, Washington

July 2017 – December 2018

Provide prompt and accurate feedback to customers
Maintain daily performance of computer systems
Identify and suggest possible improvements on procedures

Entry Level Service Desk Analyst, Oracle Redwood City, California

January 2017 – June 2017

Respond to email messages for customers seeking help
Install, modify, and repair computer hardware and software
Follow up with customers to ensure their technical issues have been resolved

Education

Massachusetts Institute of Technology, Boston, Massachusetts

Master of Science in Information Systems, November, 2016

Massachusetts Institute of Technology, Boston, Massachusetts

Bachelor of Science in Computer Engineering, November, 2012

Skills

Professionalism

Teamwork

Adaptability

Creativity

Technical Writing

Security Protocols

System Monitoring

Help Desk Support

Provide your Contact Information and Address Year Gaps

Always explain any gaps in your work history to your advantage.

Key Insights

Employers want to know what you've accomplished, so make sure to explain any gaps using a professional summary.
Adding extra details and context to explain why you have a gap in your work history shows employers you are a good fit for the position.

How to Optimize Your service 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

Chief Service Desk Analyst, Accenture New York, New York

January 2019 – Present

Provovide prompt and acurate feedback to customers
Ensure propper recording, documentaion and closure of all issues
Reserach questions using availible resources

Service Desk Analyst, HP Palo Alto, California

January 2018 – December 2018

Respond to querys either in person, via email, or over the phone
Train computer userss
Follow up with customerss to ensure their technical issues have been resolv'd

Jr. Service Desk Analyst, Dell Technologies Round Rock, Texas

August 2016 – December 2017

"I like to eat pizza
I like too eat pizza.

Education

Cornell University, Ithaca, New York

Bachelor of Science in Network Security, June, 2016

Skills

Reporting

Written Communication

Mentoring

Self-Motivation

Cloud Computing

System Troubleshooting

Data Entry

Operating Systems

Include Job Descriptions and Avoid Bad Grammar

Avoid sending a wrong first impression by proofreading your resume.

Key Insights

Spelling and typos are the most common mistakes recruiters see in resumes and by simply avoiding them you can move ahead on the hiring process.
Before submitting your resume, double check to avoid typos.

service desk analyst Cover Letter Example

A cover letter can be a valuable addition to your job application when applying for an service 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.

Chief Service Desk Analyst
Accenture
New York, New York

Dear Hiring Committee

I am a highly motivated and experienced Service Desk Analyst with 7 years of experience in Information Technology (IT). I am excited to apply for the Chief Service Desk Analyst position at Accenture, where I am confident that I can contribute to your organization's success.

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 Quality Assurance and Communication 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.

Thank you for considering my application for the Chief Service Desk Analyst position. With my skills and the amazing team at this organization, I am assured that I can contribute to your organization's success and make a meaningful impact. Looking forward to a future where we can work together.

With gratitude,
Ike Miller
781-490-9375
millerike@yandex.com

Ike Miller

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Showcase your most significant accomplishments and qualifications with this cover letter.
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