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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
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
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
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
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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.
1
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
2
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.
3
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.
4
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.
5
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 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.
Tony Parker
92 Birchwood Drive, Tampa, FL 33621Employment 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
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
[email protected]
Ike Miller
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.