Service Desk Analyst Resume Samples

Description :

1. Incident Manager for multiple customer accounts.
2. Evaluate service desk analyst issues and assign corrective actions.
3. Working with 2nd level to resolve high priority issues in a timely manner for client.
4. Answered a constant flow of customer calls with up to 50 calls in queue per minute.
5. Gathered and verified all required customer information for tracking purposes.
6. Accurately documented, researched and resolved customer service issues.
7. Acted professionally and patiently when addressing negative customer feedback.

Experience

2-5 Years

Level

Junior

Education

Sociology And Psychology

Description :

1. Responsible for prompt resolutions of all incidents brought to the attention of the Service Desk that notifies senior management of non-routine problems or issues.
2. Develop service level objective and supervise the team to ensure objectives are achieved or exceeded.
3. Develop company standards for workstations and computer peripherals.
4. Monitor service calls to make certain proper procedures and policies are followed, ensuring that quality support is provided and customer satisfaction is achieved.
5. Provide support for windows clients as needed with regards to VPN, network connectivity, hardware/software issues, etc.
6. Lead and support in-house software rollouts and enterprise desktop applications and hardware refreshes and similar projects.
7. Supervise team and provide leadership, training, mentoring, coaching, and direction.
8. Enter and report technical problems, causes and solutions within our Service Desk Plus ticket management tool.

Experience

2-5 Years

Level

Executive

Education

Bachelor Of Arts

Description :

1. Assist employees with changes to Administrator Accounts, Passwords and Domain Privileges in Active Directory as required.
2. Experience supporting Windows 7, Citrix and installing and configuring desktop, laptops and Printers.
3. Provided phone support and support through email to correctly identify, escalate, resolve or quantify and document the results for support issues.
4. Perform or escalate internal and remote customer support issues for the network, desktops, applications, telephones, faxes, videoconference equipment, and mobile devices.
5. Provides support for remote users (VPN and other connectivity issues).
6. Create Knowledgebase articles and utilizes resources such as websites and help desk tools to locate solutions to known problems.
7. Experience with Exchange Server administration and SAP modules.

Experience

5-7 Years

Level

Executive

Education

B.S.

Description :

1. Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
2. Uses the appropriate CTI categories for logging incidents and requests.
3. Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
4. Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
5. Analyzes and resolves incidents and requests regarding use of application software or hardware.
6. Logs and tracks incidents and requests from identification through resolution.
7. Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
8. Documents resolutions and updates self-help and staff knowledge bases.

Experience

10+ Years

Level

Senior

Education

Project Management

Description :

1. Directly working with and assisting high profile and essential domestic and international personnel.
2. Handling, transferring, and securing of Classified and Sensitive documentation.
3. Recommend and ensure compliance with policies, procedures, and standards.
4. Work collectively with various technical action groups with account creation, termination, transferal, and restoration.
5. Walk users through installing local and network hardware devices such as printers on workstations.
6. Perform remote desktop operations to assess software configuration malfunctions and overall system operation.
7. Assist with troubleshooting Microsoft applications which include restoring personal files, configuration MS Office Suite, and restoring connection of Outlook application.
8. Utilize Remedy ticketing system to track/route problems or requests and document solutions.

Experience

2-5 Years

Level

Junior

Education

Master of Science

Description :

1. Provide support to global workforce via telephone, email or instant message.
2. Troubleshoot and resolve hardware, software, application, network, user access, or related issues.
3. Create Tickets and document all activities in helpdesk ticketing systems engineering, and/or identify and correct core problem.
4. Address client questions using available information resources.
5. Comply with Corporate IT Service Management and Service Desk policies, procedures and directives.
6. Working knowledge and hands-on support of Windows 2003, Windows XP and Windows 7 in an Active Directory environment.
7. Experience supporting smart phones including IPhone, and Android models.
8. Provide evening and weekend support (off- hours support), as assigned, on a rotating basis.

Experience

7-10 Years

Level

Management

Education

Certificate Of Completion

Description :

1. Receive incoming calls from clients such as, Detroit Medical Center (DMC), Barnabas Health, and Dignity Health.
2. Provide first level support; document each call verifying customer information and including all troubleshooting steps.
3. Research, resolve, and respond to questions received via telephone calls, emails, and callbacks in a timely manner, escalate problems to appropriate individual.
4. Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction.
5. Acquire and maintain current knowledge of relevant product offerings, mentor other team members and provide enhanced quality support methods when applicable.
6. Coordinate and participate in team/service desk special projects; may develop, define, and communicate user and technical policies for products supported.
7. Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers.
8. Mentor, coach and provide and feedback/assistance to other service desk staff on an as needed basis.

Experience

2-5 Years

Level

Junior

Education

MS

Description :

1. Responsible for providing technical support for all employees and business partners.
2. Provide remote support for all proprietary internal and external applications.
3. Provide support for all issues pertaining to Windows, Microsoft Office, Java among many other applications.
4. Responsible for escalating all hardware related issues to the appropriate vendor.
5. Responsible for managing all helpdesk tickets, emails and voicemails.
6. Responsible for handling and routing all escalated issues.
7. Responsible for assisting other agents as needed.

Experience

2-5 Years

Level

Junior

Education

Diploma

Description :

1. Utilized Remedy software to log trouble tickets for approximately 40 - 65 service calls per day.
2. Credited amongst top performers within service department.
3. Receive regular recognition for providing exceptional customer service, including no less than 11 emails from customers complimenting customer service skills.
4. Leverage all service desk resources in order to resolve incidents beyond the scope of general troubleshooting.
5. Maintain strong and positive customer relationships through problem understanding, prompt communication and timely resolution or escalation of issues.
6. Use analytical software to log and track incidents until a resolution has been met.
7. Preserve all service operations and corrective actions taken through the use of detailed technical documentation.

Experience

2-5 Years

Level

Junior

Education

Bachelor Of Communications

Description :

1. Serve as initial point of contact for Kaiser Permanente Physician, Clinical, and Business Clients.
2. Provide application support and instructions that restore functionality.
3. Access and identify issues that impact patient care, system, and business continuity.
4. Gather information in a strategic manner to acquire most relevant details.
5. Document and frame the client's concerns by providing pertinent information necessary to assist and resolve problems.
6. Coordinate with internal, external, and third party clients.
7. Demonstrate the ability to remain professional and calm during stressful situations.
8. Follow appropriate processes and procedures to secure patient information, confidentiality, and safety.

Experience

10+ Years

Level

Senior

Education

High School Diploma

Description :

1. Provided exemplary support to the contract's customer by troubleshooting various technical issues.
2. Created and resolved or assigned tickets in Remedy.
3. Part of the QA team, Encryption Support, and TECS Tier II Support.
4. Worked with Trainer to redesign the new hire training program.
5. Include: Provided excellent customer service support resulting in high survey scores, positive survey comments, and approbations emailed directly to management.
6. Accepted additional responsibilities including Outage Management and the CIO Management Report.
7. Suggested Knowledge base updates to ensure information is current.
8. Suggested moral boosting ideas with management.

Experience

2-5 Years

Level

Executive

Education

B.S. In Elementary Education

Description :

1. Handled troubleshooting and system support for 1000+ end-users of the Secure Access Management Services system, including hardware, applications, installations and configurations.
2. Performed extensive research to analyze, validate and verify identification requests.
3. Managed daily escalations and closure of work tickets.
4. Monitored system functionality for identifying, researching and resolving routine technical issues.
5. Reported complex system issues to senior management to expedite resolution as required.
6. Made recommendations on system and procedural improvements.
7. Served as point of contact for end users to report problems and assist to raise service requests.

Experience

7-10 Years

Level

Consultant

Education

Bachelor Of Science