Helpdesk Analyst Resume Sample
Samir Huel
77732 Antoinette Pine,
Chicago,
IL
+1 (555) 418 7160
Work Experience
Senior Helpdesk Analyst
09/2016
-
PRESENT
San Francisco, CA
- Identify opportunities for automation as well as self-service opportunities to empower the business to actively resolve their own issues where possible
- Recording initial calls from the client accurately to Support Standards together with any subsequent updates to ensure an audit trail of the Client Support call
- Carrying out appropriate testing to replicate hardware/software problems and resolve Client calls in accordance with support procedures
- Resolving Client calls, liaising as necessary with Problem Management, Technical Operations Centre, Technical Consultants, Sales, Development and Service Managers
- Maintaining an in depth knowledge of our products & Services required to resolve Client calls and continue to develop knowledge for new products & Services
- Maintaining skills and knowledge to support our Managed Service offerings, by recognising and identifying issues with the backend software, tools, databases and/or web front end systems and take necessary action to ensure these issues are resolved accurately, effectively and timely, (where applicable)
- Maintaining an awareness of Support and Company Procedures and ensure that they are applied wherever necessary
- Managing a list of allocated calls, ensuring that Service Level Agreements are met if not exceeded and that senior colleagues or management are advised in good time of any potential failures
- Prioritising and handling calls without the assistance of support management
Helpdesk Analyst
03/2014
-
04/2016
New York, NY
- Is able to troubleshoot data and application access issues and adjust Active Directory properties as needed
- Distributes Agency-wide email communications and notices related to technology issues
- Maintains mainframe printer node configurations
- Serves as project team member and makes recommendations for routine problem solutions
- Refers highly complex or difficult technical problems to a higher-level Technology Support Specialist or other technical resource for that particular technology questions
- Provides basic support of hardware, software, applications, internal and external users
- Serves as a technical resource on all standard desktop applications to 10,000+ computer users
- Instructs users via phone and/or email on the basic functionality of desktop applications
Junior Helpdesk Analyst Working Time
06/2008
-
10/2013
Chicago, IL
- Respecting the confidentiality of the client and company information
- Have an aptitude to professionally resolve calls in a quick and efficient manner to enable client expectations to be exceeded
- Enhancing client relationships and delivering excellent customer service
- Implementation of BAU change requests for clients including new user setup and addition of new stores
- After training, undertaking to perform Data Recoveries
- Interacts with help Desk Manager and staff to ensure all appropriate help desk internal customer levels are maintained for the end users
- Performs account administration (create/modify Active Directory accounts, Exchange accounts and other user accounts)
- Analyzes information provided by HR personnel and Client Services technicians in order to create and/or modify accounts for new employees and/or existing employees
- Is able to use the information provided to assess data and application access
Education
Fairleigh Dickinson University - Metropolitan Campus
2002 - 2007
Bachelor's Degree in Computer Science
Professional Skills
- Skills - Superior analytical skills with proven experience and skills in diagnosing problems
- Experience in dealing directly with end users with demonstrated skills in managing user expectation
- Strong documentation skills with the ability to translate moderately complex or ambiguous issues effectively to achieve desired outcomes
- Demonstrate excellent interpersonal skills and the ability to interface users from all levels of the organization
- Excellent Communication/Documentation skills and strong customer-service orientation
- Strong organizational skills and multitasking ability with strong attention to detail
- Demonstrated working experience balancing multiple priorites and shifting focus to meet the demands of the business
How to write Helpdesk Analyst Resume
Helpdesk Analyst role is responsible for customer, technical, troubleshooting, analytical, windows, interpersonal, english, computer, software, mac.
To write great resume for helpdesk analyst job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Helpdesk Analyst Resume
The section contact information is important in your helpdesk analyst resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Helpdesk Analyst Resume
The section work experience is an essential part of your helpdesk analyst resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous helpdesk analyst responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular helpdesk analyst position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Helpdesk Analyst resume experience can include:
- Excellent interpersonal, communication and problem solving skills with a clear understanding for the value of customer convenience and experience
- Strong customer support skills and Help Desk experience
- Excellent telephone, verbal, and interpersonal skills with good customer service attitude
- Problem-solving, goal-oriented, willing to learn, with very good writing skills
- General troubleshooting knowledge of typical computer peripherals (i.e. printers, monitors, etc.) and excellent troubleshooting and problem resolution skills
- Analytical thinker with good problem-solving skills; focused on “getting things done”
Education on a Helpdesk Analyst Resume
Make sure to make education a priority on your helpdesk analyst resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your helpdesk analyst experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Helpdesk Analyst Resume
When listing skills on your helpdesk analyst resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical helpdesk analyst skills:
- Effective prioritization, project management, analytical, and problem solving skills
- Uses Systems Effectively – accesses information in the systems to meet customer needs quickly and effectively
- Thorough writing and communication skills to write, demonstrate, and explain step-by-step technical procedures
- Excellent deskside and remote troubleshooting skills
- Strong technical ability and troubleshooting skills
- Excellent communications, problem solving and customer service skills required
List of Typical Experience For a Helpdesk Analyst Resume
1
Experience For IT Helpdesk Analyst Resume
- Demonstrated ability to effectively perform the job during off hours without supervision
- Have excellent interpersonal skills, being diplomatic at all times
- Possess good communication skills to interface with users that are requesting help
- Excellent Microsoft Office skills, including Outlook, Excel, Word, and Access
- Excellent written and verbal communication, interpersonal, and analytical skills
- Very fluent, strong, clear, understandable English Communication skills
2
Experience For Level Helpdesk Analyst Resume
- Communication: Strong communication and interpersonal skills
- Strong Communication skills in both, English and Spanish
- Possess strong customer service skills to meet or exceed customer service requirements
- Good Troubleshooting skills with Windows 10, Mac OS
- Demonstrate exemplary verbal and written communication skills
3
Experience For Senior Helpdesk Analyst Resume
- Delivery focused with strong written and verbal communication, relationship and time management skills
- Excellent customer service skills and ability to work with all levels of employees
- Excellent verbal and written communication skills with a customer service ethic
- Strong communication skills used within a remote team environment
- Experience troubleshooting technical issues for technical projects and systems repair experience
- Effectively manage simultaneous incoming calls and personal interactions at the Helpdesk
4
Experience For Technical Helpdesk Analyst Resume
- Communicates effectively in oral and written formats
- Other skills: Data Entry & Customer service
- Ensure an excellent customer experience when the triage team responds and interfaces with the end-user of the
- Prior experience in an ITIL based environment an advantage
- Communicate effectively on a daily basis with end-users and IT Department staff about open issue statuses, updates, ETAs, and resolutions
- Effectively resolve and/or escalate issues to Tier 2 support as needed
- Excel in both written and verbal communication skills
5
Experience For Level IT Helpdesk Analyst Resume
- Citrix Experience or work experience within a Citrix based environment
- Monitor and respond effectively to support requests received through the IT helpdesk system
- Alesforce experience and/or 2 years customer serviceexperience preferably in financial services or technology
- BS or equivalent with 2-5 years of experience, or a Master's with 0-2 years of experience
- 6 months help desk experience and/or training; or equivalent combination of education and experience
- Demonstrate excellent telephone etiquette to all constituents
- Prior experience leading or assisting in the management of a call center, customer service, or service desk environment desired
- Provides transfer of skills to employees and to technicians in other support areas
6
Experience For Deposit Operations Helpdesk Analyst / Utility Resume
- Comm skills, maintain resolution rates
- Exceptional analytical skills and ability to translate concepts to designs
- Analytical skills to critically evaluate the information gathered from multiple sources
- 1, Customer Service Skills
- Attention to detailDesirable Skills
- Strong understanding of Windows Operating Systems, Microsoft Office, and Internet Explorer products
- Three years experience in a technical support position providing end user computing support
7
Experience For Associate Helpdesk Analyst Resume
- Experience defining and resolving desktop hardware and/ or software issues
- Experience with Microsoft Active Directory, Active Roles, Citrix & a basic understanding of TCP/IP, DHCP, DNS & Networking concepts
- Evidence of working on a busy Help Desk using help desk software or a service management tool
- Experience and knowledge working in Active Directory (Managing Users and Computers)
- Properly classify, prioritize, and escalate problems when necessary using the Helpdesk ticketing system
- Experience using and troubleshooting software applications and typical desktop hardware (computers, monitors, printers, scanners, fax machines)
- Experience working in a help desk environment supporting hardware, software, and remote users in a complex environment
- Experience troubleshooting Windows XP and Windows 7 operating systems
- Experience creating help desk tickets through a ticketing system
8
Experience For Helpdesk Analyst, Intermediate Resume
- Experience handling escalations and corrdinating complex customer activities successfully to achieve satisfaction required
- Experience of conducting UAT of Citibank Online and Citi Mobile functionalities and supporing project cutovers
- Experience troubleshooting and supporting the Microsoft Office Suite
- A good understanding of Windows and MAC operating systems
- Has a good understanding of how the IT helpdesk function integrates with other IT functions in accomplishing the desired results in the required areas
- Use the appropriate software triage and resolution procedures prior to escalating to production operations development
9
Experience For Rohq-gida-helpdesk Analyst Resume
- Assist analysts in providing support where additional experience is required
- Desirable to have experience of working in a law firm or with a Professional Services organisation
- Demonstrable experience of Internet browser configuration including Internet Explorer, Chrome, Safari, and Firefox
- Experience in a service or customer-facing related position
- Experience with Antivirus software and knowledge of Phishing techniques, Malware, Viruses, and Spyware
- Strong ability to troubleshoot PC networking related problems
10
Experience For LI Helpdesk Analyst / Windows Deployment Resume
- Experience in working with a ticket system
- Sound experience supporting peripheral device issues e.g. printers & mobile device
- Experience supporting Windows desktop/laptop PCs, MAC OS
- Experience using Active directory
- Experience recommending improvements
- Identifies and uses the appropriate priority levels for logging incidents and requests to set criticality level and to engage the proper team(s) for resolution
List of Typical Skills For a Helpdesk Analyst Resume
1
Skills For IT Helpdesk Analyst Resume
- Good knowledge and troubleshooting skills in Windows 7, Mac iOS and O365 environment
- Excellent skills in deskside and remote troubleshooting, organizational and time management
- Exhibit strong problem solving and analytical skills
- Good problem solving skills; ability to visualize a problem or situation
- Excellent collaborative and teaming skills
2
Skills For Level Helpdesk Analyst Resume
- Excellent network analytical and fault finding skills
- Excellent Communication skills and pleasant phone manner
- Effective interpersonal skills; personable, diplomatic, flexible, patient, enthusiastic
- Transfers and escalates responsibility to the most appropriate person (based on time, skills, experience and position), where appropriate
- Confident nature, able to effectively manage own time and priorities in line with business objectives
3
Skills For Senior Helpdesk Analyst Resume
- Reporting Skills, inhouse applications, reports, excel
- Outstanding verbal and documentation skills
- Outstanding problem solving skills and ability to multi-task
- Strong experience in troubleshooting, repairing, and supporting Windows and Mac operating systems
- A good to experienced understanding of Application Technologies (Operating Systems, Networking Systems, Databases
- Strong understanding of Microsoft Outlook and Outlook Web Access, with experience resolving complex problems and assisting users with advanced functionality
- Effectively communicate with other Disney Store departments on a variety of issues, including pricing, reports, finance etc
- Experience of dealing directly with clients and providing excellent customer support
4
Skills For Technical Helpdesk Analyst Resume
- Education / Experience: Higher Qualifications in Computing/networking or related subject (or qualified by experience)
- Education / Experience: Higher Qualifications in Computing/networking or related subject (or qualified by experience
- Basic Networking skills including: WAN, LAN, routers
- Superior troubleshooting and problem-solving skills
- Works closely with the Call Center Managers, effectively communicating the day’s events, troubleshooting
- To effectively communicate with other LOBs and vendors including Toshiba & Verizon
- Strong knowledge and experience of supporting MS Office 2010 / Office 365 programs (Word, Excel, PowerPoint),
- Proven knowledge and experience in practicing the ITIL framework. ITIL Certified
- Solid experience in managing simultaneous major incidents from detection to complete resolution
5
Skills For Level IT Helpdesk Analyst Resume
- Basic technical skills for trobleshooting on issues related to computers
- General technical writing skills to describe technical issues for issue history and communication to Escalation Partners
- Solid understanding of, and work experience with Active Directory and Microsoft Exchange
- Strong background and practical experience with the use of call tracking systems such as Remedy, Service Now, or equivalent
- Desire to continue advancing technical skills and knowledge
- Superior oral and written communication skills, including the ability to lead discussions, work with business teams and interface with customers
6
Skills For Deposit Operations Helpdesk Analyst / Utility Resume
- Original and innovative problem-solving skills
- Basic technical skills for troubleshooting on issues related to computers
- Enhances and develops quality support methods and communication skills through coaching and feedback
- Basic PC application skills including MS Word, MS Excel, MS Exchange
- Good to experienced working knowledge of Oracle or other Relational Databases
- Good to experienced knowledge in UNIX Server Administration
- Extensive service desk experience required as well as remote support experience
- Tier 1 and 2 problem resolution skills for voice, data and video technology
- Communicate effectively in a multicultural, multinational environment and mobilize cross-functional high-performance team
7
Skills For Associate Helpdesk Analyst Resume
- Maintains productivity and is balanced with skills and quality
- ???????Great interpersonal skills
- Strong knowledge and experience of supporting MS Office 2010 programs (Word, Excel, PowerPoint)
- General IT skills (printers, copiers, switches, etc)
- Communicate effectively with business users and fully understand their requirements
8
Skills For Helpdesk Analyst, Intermediate Resume
- Receiving service desk requests and providing local technical support within own area to ensure systems remain operational and effective
- Experience building and deploying Win 10 images including managing, patching, and updating
- Good understanding of scheduling, tracking and managing project or BAU compliance activities
- Experience in interacting with and managing difficult clients to understand, diagnose and prescribe solutions to their online banking problems
- Experience testing and supporting retail fueling or multi-site automation environments
9
Skills For Rohq-gida-helpdesk Analyst Resume
- Phone support: at least 2 years experience working in a call center, in a ticketing system, and working out of a call queue
- Experience in tracking the production issues, planning and scheduling the production fixes
- Basic A/V experience, plugging in wires from phones to docking stations, setting up phones
- Experience supporting a diverse desktop environment with an understanding of the mainframe, client/server and Internet environments
- Experience in working with monitoring software
10
Skills For LI Helpdesk Analyst / Windows Deployment Resume
- Prior use of some incident tracking/ticketing system
- Capacity to operate with appreciable latitude in executing methodology and presenting solutions
- Demonstrable experience in using and supporting Lotus Notes 8.5 / Outlook 16
- Good knowledge of supporting pc’s thin clients, printer, copier and scanning devices
- Perform the job with a flexible and enthusiastic attitude, demonstrating an understanding of business priorities and urgencies
List of Typical Responsibilities For a Helpdesk Analyst Resume
1
Responsibilities For IT Helpdesk Analyst Resume
- Possess strong customer service skills and can work in a dynamic team environment
- Provide first line support to ensure store issues or queries are resolved effectively and in a timely fashion
- Above-average analytical skills, innovative, and confident
- Exceptional customer service, interpersonal and communication skills
- Computer skills / technical literacy
- Experience in mentoring and coaching team members
- Experience supporting desktop operating systems and applications: Windows XP and Windows 7, Microsoft Office 2010, Virus and Spyware protection software
- 3- Experience creating helpdesk tickets through a ticketing system
- ) Office 365-we are looking for people that have 1-2 years of experience. Outlooks is the biggest portion
2
Responsibilities For Level Helpdesk Analyst Resume
- As a IT Helpdesk Analyst with experience in handling Major Incidents
- Experience in major incident handling
- Experience helping customers via telephone
- Attention to detail Strong multi-tasking capabilities
- Excellent working knowledge of computer systems, hardware, and software
- Some experience using web development languages such as HTML5, Javascript and JQuery
- Experience working in the IT field. preference help desk 1-2+years
3
Responsibilities For Senior Helpdesk Analyst Resume
- 1-2+ experience using remote access tools such as Bomgar, Logmein, Dameware, etc
- Experience providing over the phone help desk support
- Experience in Apple MacBook’s, iMac, and Microsoft Windows Operating systems
- Experience supporting Windows PCs
- Experience with Active Directory utilizing for password resets
- Experience solving basic connectivity and printer issues
4
Responsibilities For Technical Helpdesk Analyst Resume
- 3) Experience adding users in Active Directory
- Experience with banking operations regulatory, legal and/or audit related issues
- General operations experience in a variety of areas demonstrating track record ability to progress
- Demonstrated ability to make sound recommendations and decisions impacting our clients
- Experience in detailed technical support of Windows and Apple iOS operating systems
- Application Support: at least 1 year of experience supporting proprietary applications
- Rapid learner with ability to cope with priorities being changed in a fast-paced environment
5
Responsibilities For Level IT Helpdesk Analyst Resume
- Experience of Print management/Scanning software solutions, mainly Equitrac, Papercut, Ecopy, and others
- Proven record of working with ITIL, specifically Incident Management
- Good understanding of Citrix XenApp 6 / 6.5 / 7 technologies
- Good understanding of Citrix thin-client support
- Experience solving technical problems
6
Responsibilities For Deposit Operations Helpdesk Analyst / Utility Resume
- Experience with a system imaging/management tool such as Ghost, Acronis, SCCM, MDT
- Experience working in a Tier 1 Help Desk/Service Desk environment
- Manage end users' accounts in Active Directory while providing excellent customer service
- Experience supporting basic issues with Window 10, Windows 7, Outlook, and Microsoft
- Experience configuring desktop network connectivity, TCP/P, VPN
7
Responsibilities For Associate Helpdesk Analyst Resume
- Demonstrated ability to achieve successful outcomes in handling difficult situations
- Experience with providing remote support to users
- Demonstrated ability to apply strategic thinking and to show intellectual curiosity and a flexible, adaptive mindset consistent with agile culture
- Experience supporting laptop and desktop applications, hardware issues, and Internet-TCP / IP connectivity in a Windows environment
- Incident tracking system experience
8
Responsibilities For Helpdesk Analyst, Intermediate Resume
- Demonstrate thorough problem-solving abilities
- 6 months of troubleshooting experience with hardware or software customer services
- Experience triaging IT Systems and hardware
- Experience working in a fast-paced, highly interactive service desk environment
- A CompTIA A+ certification is required prior to applying
- Excellent customer service - looking for a highly customer focused
- 2) Excellent general troubleshooting background
9
Responsibilities For Rohq-gida-helpdesk Analyst Resume
- 3) Experience working in a Windows environment
- Experience supporting end users over the phone (NOT required)
- Strong understanding of general, security-related procedure
- Has experience in exercising tact and diplomacy for sensitive situations
- Experience supporting Windows 7
- Experience adding users in Active Directory
10
Responsibilities For LI Helpdesk Analyst / Windows Deployment Resume
- 6+ months of experience with a help desk ticketing system
- 6+ months experience troubleshooting hardware and/or software issues
- Experience using remote support tools, preferably Teamviewer
- Experience working with Mac OS and Windows 10
- Experience working with remote tools such as TeamViewer or LogMein
- Some experience of working in an IT related support role
- A strong team player, flexible and able to work on own initiative
- Demonstrates energy and enthusiasm – always strives to achieve quality results
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