Help Desk Analyst Resume Samples

A Help Desk Analyst focuses on providing technical support to end-users and also connects the users with intensive IT support as and when needed. The job description varies as per the level of the position, but the Help Desk Analyst Resume gives a glimpse of some common work tasks such as – conducting initial inquiry and managing simple hardware, software and network issues; escalating the matter to higher authorities, resolving complex issues, resolving all IT support requests, maintaining a detailed record of every service made, and performing regular system testing and update work.

To carry out this viable IT role, candidates will need the following aptitudes – technical knowledge to solve hardware and software issues; excellent computer skills, ability to identify exact issues and devise creative solutions, and proficiency with ticket maintenance. Most of the job applicants tend to have an Associate’s degree or bachelor’s degree in Computer science or Information systems.

Help Desk Analyst Resume

Objective : Over 15 years of experience in Novell and Windows system administration, network support and Desktop Support with both laptops and desktops. Administration duties included insuring that backups were being performed on desktops and servers, account creation and maintenance, computer re-imaging and remote access restoration of Citrix sessions.

Skills : Help Desk Analysis, Desktop Support, Network Administration

Description :

  • Provide a leadership role in supporting Restaurant Support Center staff and restaurant managers with hardware, software, telephone and network related issues.
  • Support restaurant managers in troubleshooting and resolving POS and KDS issues.
  • Remote support of Work Station, Server, Switches, Routers and Wireless AP's.
  • Support restaurant managers in resolving networking and manager workstation issues.
  • Coordinated with IT system engineers and vendors to troubleshoot and resolve a large variety of technical issues.
  • Assisted with negotiating, developing and maintaining SLA's.
  • Supported field technicians in troubleshooting and resolving networking and POS/KDS issues in restaurants.
Years of Experience
Experience
0-2 Years
Experience Level
Level
Entry Level
Education
Education
Degree


IT Help Desk Analyst Resume

Objective : An individual skilled in a variety of areas including but not limited to banking, supervision, administration and IT - Exceptional customer service skills - Optimistic professional with great leadership skills - Skilled in handling and managing large amounts of money - Honest, trustworthy, dedicated individual with a lot of drive.

Skills : Microsoft Project 2007/2010, Symantec Antivirus, Microsoft Office 2010, Access Database, Windows 7/8, SharePoint 2007/2010/2013 Portal/Services, Adobe Creative Suite Premium CS6, Adobe Pro X/XI, Visio 2007/2010, ITSM / ITIL, Redhat Linux, Remedy, New Relic, Gomez, JBOSS, Java, Tivoli, Google Analytics, Splunk, Crystal Reporting, Business Objects, Oracle, VMware, SQL (3 Years)

Description :

  • Provided first line of response for users requiring assistance IT-related issues and problems.
  • Respond to requests for technical assistance by phone, email and/or using a help desk management system.
  • Track issues to resolution updating the internal knowledgebase and/or communicating learning's with relevant business units.
  • Knowledge of the ITIL methodology, change management processes and risk management processes.
  • Escalate more involved problems to the appropriate Tier 2 and Tier 3 support teams.
  • Update daily status reports and shift handover reports.
  • Act as a liaison between customers and technical escalation teams.
Years of Experience
Experience
0-2 Years
Experience Level
Level
Entry Level
Education
Education
Degree


Sr. Help desk Analyst Resume

Headline : Personal Management, Department of Commerce and Environmental Protection Agency. I have also expanded my career into the State Government working three years as Team Lead for the District of Columbia for OCTO Technical Callcenter. I have held several positions in the IT field such as helpdesk Analyst, Desktop Support Technician, IT Technical Trainer and LAN Administrator. I have also has joined the private sector working as a Technical Trainer, Core Orientations Coordinator for the IT department and key Technician for the CEO staff. I have approached these positions with the ability to be professional, courteous and patient.

Skills : Microsoft Office 2007/2013 Installing And Setting Up Computers. Bomgar Remote Assist Software Windows XP/Vista/7/8 Multitasking.

Description :

  • Provided technical support in the use of EPA application or related third party products by providing solutions, workarounds, advice and/or recommendations in a quick and timely manner.
  • Troubleshot software, databases and other computer related peripherals using remote control agents in the office and at home using VPN.
  • Obtained initial call information and create Customer Service Request (CSR) Record number utilizing EPA Remedy Application - BMC ARS.
  • Utilized Automatic Call Distribution (ACD) and other points of contact to answer, triage and resolve incoming calls from external clients.
  • Utilized Web Interactive when necessary to help understand and troubleshoot a customer request.
  • Provided high quality customer service through courteous, prompt and accurate communication.
  • Distributed passwords to the New Hires and Users using the Active Directory Console.
Years of Experience
Experience
5-7 Years
Experience Level
Level
Executive
Education
Education
Degree

Help Desk Analyst II Resume

Headline : Effective communicator, excellent organizer, strong team builder, motivator and mentor. Focused on quality, detail, customer satisfaction, productivity, the bottom line and solid measurable results. Hard worker, dependable, with engaging personality, able to build trusting and durable business relationships.

Skills : Windows 7, Windows XP, MS Office Suite 2003- 2010, Windows Exchange Server 2003, Active Directory, Exchange Server, Blackberry Manager, AS/400 Terminals, Mac OS X, Go To Assist, Java Script, ITunes, IPad, People Soft, Lotus Notes, Sonic Recruit, Cognos, Internet

Description :

  • Maintains Active Directory and helps manage all user emails on the Windows Exchange Server.
  • Image all desktops for new inside employees, and all new laptops for all new outside agents.
  • Co-managed a virtual desktop infrastructure using VM Ware.
  • Conducted 2-month pilot to 30 inside users and 5 outside users to test the new virtual environment.
  • Handle assigned troubleshooting and resolution tickets for 250 inside users and 100 outside agents companywide through a ticketing system, Service Desk Plus.
  • Keeps all technology ordering inventory for the company.
  • Apply technical expertise in a specialty are to formulate and approach to a problem.
Years of Experience
Experience
5-7 Years
Experience Level
Level
Executive
Education
Education
Degree

Application Help Desk Analyst Resume

Objective : Install, configure and maintain various operating systems including Windows XP, Vista, Windows 7 and 8. Assemble personal computer systems and laptops including installations of motherboards, modems, sound/video cards network cards, cd drives, printers, and RAM. Familiar with establishing wireless, broadband, VPN connection and set up a router or access point. Utilize Microsoft Office, Adobe Photoshop and Adobe Illustrator.

Skills : Typing,Telecommunicating,very professional

Description :

  • Successfully completed contract Actively tracked, escalated and followed up on cases using Remedy and ITSM.
  • Walked clients through process of connecting to the internet and VPN by configuring IPASS, Internet Explorer, Dell Control Point, Dell Wireless WLAN Card Utility and Cisco VPN Client using Windows 7 and XP.
  • Assisted local and remote users accessing applications using Citrix XenApp.
  • Issued and installed new token file and PIN to access VPN using Blackshield and Crypto Card Authenticator.
  • Utilized WebEx to resolve various computer issues including Lotus Notes and Outlook.
  • Deployed software upgrades and patches to over 2000 PCs using SCCM.
  • Reset passwords for clients such as ISOTrain, ETMS, SAP, MVS, UNIX, ORACLE, CITRIX, COMPASS, ROSES, PACKET TRAKER, RAND, QDMS, ARISg, Maximo, PHARMADOCS, EROOM , MITS, APEX, SIEBEL and LIMS.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Junior
Education
Education
Computer Networking

Security Help Desk Analyst Resume

Objective : An ambitious, enthusiastic and IT-orientated business continuity expert, commended for outstanding interpersonal abilities, seeking a challenging position that utilizes strengths-based leadership experience, program/project management skills, and technical knowledge in a senior manager or director role. Previous experience includes 10 years in the eCommerce sector serving as a Technical Support Lead, Systems Engineer, IT Project Manager, IT Program Manager, and Manager of Global Business Continuity Management.

Skills : Microsoft Office (6 years), Cisco ASDM-ISM 6.3 VPM (3 years), Cisco Call Manager 9.1.2 (3 years), Active Directory (3 years).

Description :

  • Provided superior technical support on all levels for computer hardware and software, copiers, printers, scanners, and various peripheral equipment including Blackberry and IPOD devices.
  • Demonstrated excellence in customer service to 700 employees worldwide, significantly increasing employee productivity and improving overall employee on-the-job satisfaction.
  • Performed setup and roll-out of desktop and laptop computers and completed various hardware and software installations and upgrades.
  • Trained and educated new employees on unfamiliar hardware, software, and remote connectivity.
  • Purchased new hardware and software and recommended alternatives.
  • Interviewed and evaluated candidates for new Help Desk Analyst positions.
  • Created a data backup program for remote users to overcome frequent hard drive failures.
Years of Experience
Experience
0-2 Years
Experience Level
Level
Entry Level
Education
Education
BA

Help Desk Analyst I Resume

Objective : An insightful, savvy, forward-thinking and detail-oriented IT professional, with notable success in help desk analysis, desktop support and network administration. Effortlessly excels at solving technical mishaps brought on by direct or indirect customer participation with technology.

Skills : Microsoft office (7 years), Customer Service (4 years), Typing (7 years), Filing (4 years), Copy Machine (4 years)

Description :

  • Manage adds, changes, and removals of new users in Active Directory.
  • Create trouble tickets and document resolution of problems.
  • Escalate issues to appropriate support teams.
  • Educate users in proper use of Operating system functions and network resources.
  • Provide technical support to Corporate and remote site property staff via phone, email, and in person.
  • Utilize remote desktop software to assist in troubleshooting client computer problems related to printers, and printer setup, network connectivity, software installation, email.
  • In addition provide support of company wide applications.
Years of Experience
Experience
0-2 Years
Experience Level
Level
Entry Level
Education
Education
Accounting

HR Help Desk Analyst Resume

Objective : So much background expierence I feel that any job I take on I am able to accomplish. Any job I take on I make it an obligation to be the best I can at it and never let myself or fellow staff members down.

Skills : Microsoft Suites (Excel, Word, PowerPoint, Access) (10+ Years), Customer Service (10+ Years), Critical Thinking (10+ Years), Teambuilding (4 Years)

Description :

  • Trained personnel on the use of the federal government's fully automated travel system (Defense Travel System - DTS).
  • Conversed with personnel to determine destination, mode of transportation, travel dates, financial considerations, and accommodations required that were within Federal government regulations.
  • Answered inquiries regarding information such as schedules, accommodations, procedures, and policies.
  • Monitored, evaluated, and recorded training activities for program effectiveness.
  • Organized and developed, or obtained, training procedure manuals and guides and course materials such as handouts and visual materials.
  • Presented information using a variety of instructional techniques and formats, such as simulations, group discussions, and lectures.
  • Answer user inquiries regarding computer software or hardware operation to resolve problems.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Junior
Education
Education
Business Administration

Help Desk Analyst III Resume

Headline : IT professional looking to utilize my skills, education and training in a challenging role contributing toward the success of an organization. Team player with strong interpersonal skills; Ability to maintain a clear vision of the issues and challenges while working toward problem resolution. Detail-oriented with a commitment to quality, calm under pressure, prioritizing work on deadline-driven projects.

Skills : Microsoft Office (2 years), Event Planning (1 year), Computer support (2 years), Childcare (4 years), Organizational Skills (5 years)

Description :

  • The first line of support for software, hardware, and connectivity issues for region three of the National Service Desk (NSD) for Veterans Affairs facilities.
  • Identify, diagnose, and resolve tier one issues for users of the NSD systems and applications, personal computer software and hardware, local network, the Internet, and new computer technology in a call center environment.
  • Diagnose and resolve end-user network or local printer problems, PC hardware problems, mainframe, e-mail, Internet, dial-in, and local-area network access problems.
  • Reset user passwords and unlock disabled accounts.
  • Perform remote access device installations for printers, sound cards, and other devices requiring elevated access credentials.
  • Assisting in development of standard operating procedures that provide repeatable and easy to follow instructions for service desk functions.
  • Monitored and troubleshot frame relay network and notified the appropriate people when a site went down.
Years of Experience
Experience
5-7 Years
Experience Level
Level
Executive
Education
Education
Diploma

Help Desk Analyst/Call Center Resume

Objective : Obtaining a human resource position at a company with manager positions available, where can contribute my hard working and intense focus to making sure things get done correctly and helping a company succeed.

Skills : MCDST (4 Years)

Description :

  • Work on Network issues for facilities and determine if the switch or modem may be faulty or if the Internet Service Provider has issues and act accordingly Set printers on the network and help configure the printer to the network so that it can be used by the facility.
  • Oversee the daily performance of computer systems.
  • Answer user inquiries regarding computer software or hardware operation to resolve problems.
  • Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
  • Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
  • Refer major hardware or software problems or defective products to vendors or technicians for service.
  • Answer user inquiries regarding computer software or hardware operation to resolve problems.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Junior
Education
Education
Degree

Help Desk Analyst Resume

Objective : Seeking an Information Technology Specialist position with 7+ years experience in information technology while holding a secondary job as signal support systems in the United States Army.

Skills : microsoft office (3 years), Customer Service (5 years), Troubleshooting (3 years), Testing (3 years), Repair (3 years), Desktop Support (3 years), Printers (3 years)

Description :

  • Troubleshoots research, diagnose, document, and resolve technical issues surrounding Windows XP, Windows 7, MS Office applications, email, other special applications, Internet connections, and hardware/peripheral equipment via telephone.
  • Document, track, resolve, and report on problems and work orders using Remedy Action Request database system.
  • Modify/create and troubleshoot user accounts via Active Directory, submit changes to file management and peripheral devices via Remedy, escalate network incidents, provides direct support to USSOCOM customers located throughout the world.
  • Determines which special team can best resolve th problem and assign the task to the Desktop Support, Customer Support, Network Administration or System Administration Teams when a solution cannot be provided telephonically.
  • Installs maintain and troubleshoot server, network, system and application issues.
  • Technical experience in the setup, operation, and troubleshooting of all associated and follow-on operating systems.
  • Investigated issues reported by users in a timely and efficient manner.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Junior
Education
Education
Degree

Help Desk Analyst Resume

Objective : ITIL Foundation Senior Level Support Analyst with over 17 years of experience in the areas of Helpdesk and Desktop support with an emphasis on providing excellent customer service. Excellent communication, troubleshooting, organizational & analytical skills. Works effectively independently and as part of a team.

Skills : Backup and Restore: Create and deploy images. Ghost,

Description :

  • General IT Support for large firm supporting over 700 users at its sole NY location in a 24/7/365 enterprise Help Desk during multiple shifts, at times as the sole coverage provider.
  • Provided excellent customer service while conveying confidence, knowledge, and professionalism over the phone and during office visits to troubleshoot technical issues.
  • Very busy phone and email support, at times taking about 1000 calls in a week with a team of 7 Analysts.
  • Day to day trouble calls consisted on handling diverse tickets such as providing rights via PowerShell, Internet Browsers problems, Blackberry, iPhones, iPads, MS Office, Document Management, or monitoring server alerts and rebooting servers during the off-hour shifts.
  • Heavy support for remote users during after-hours/weekend or during trips, meetings or closings.
  • Serve as Telecommunications Administrator, this involves troubleshooting, replacing/upgrading Blackberry and iPhone devices.
  • Verifying service plans as well as monitoring via BES server or BoxTone in case an outage occurs, if so troubleshoot and contact vendors as necessary.
Years of Experience
Experience
0-2 Years
Experience Level
Level
Entry Level
Education
Education
Degree