help desk analyst cv

Service Desk Analyst CV example

Your technical know-how is a vital part of what keeps the company running smoothly; the rough part is trying to get all of your skills down onto paper.

The good news is, we’ve put together some of our top tips, along with a service desk analyst CV example to guide you.

You can check it out below.

CV templates 

Service Desk Analyst CV example

Before you start writing your CV, take a look at the example Service Desk Analyst CV above to give yourself a good idea of the style and format that recruiters and hiring managers prefer to see.

Also, take note of the type of content that is included to impress recruiters, and how the most relevant information is made prominent, to ensure it gets noticed.

Service Desk Analyst CV layout and format

Recruiters and employers are busy, and if they can’t find the information they’re looking for in a few seconds, it could be game over for your application.

You need to format and structure your CV in a way which allows the reader to pick out your key information with ease, even if they’re strapped for time.

It should be clear, easily legible, well-organised and scannable – check out some simple tips and tricks below:

CV formatting tips

• Length: Whether you’ve got one year or three decades of experience, your CV should never be more than two sides of A4. Recruiters are busy people who’re often juggling numerous roles and tasks, so they don’t have time to read lengthy applications. If you’re a recent graduate or don’t have much industry experience, one side of A4 is fine.
• Readability : Help out time-strapped recruiters by formatting your CV for easy reading. Using lots of bullet points and lists will help them to skim through your info, while clearly formatted headings will allow them to navigate towards the content which is most useful to them.
• Design: While it’s okay to add your own spin to your CV, avoid overdoing the design. If you go for something elaborate, you might end up frustrating recruiters who, above anything, value simplicity and clarity.
• Avoid photos: Don’t add photos, images or profile photos to your CV. Not only do they take up much-needed CV space, but they’re actually completely unnecessary and won’t boost your CV at all.

Quick tip: Formatting your CV to look professional can be difficult and time-consuming when using Microsoft Word or Google Docs. If you want to create an attractive CV quickly, try our quick-and-easy CV Builder and use one of their eye-catching professional CV templates.

CV structure

As you write your CV , divide and sub-head into the following sections:

• Name and contact details – Always start with these, so employers know exactly how to get in touch with you.
• CV profile – Add a short summary of your relevant experience, skills and achievements, which highlights your suitability.
• Core skills section – A 2-3 columned list of your key skills.
• Work experience – A detailed list of any relevant work experience, whether paid or voluntary.
• Education – An overview of your academic background and any training you may have completed.
• Hobbies and interests – A brief overview of your hobbies and interests, if they’re relevant (optional).

Now I’ll tell you exactly what you should include in each CV section.

CV Contact Details

Start off your CV with a basic list of your contact details. Here’s what you should include:

• Mobile number
• Email address – It’s often helpful to make a new email address, specifically for your job applications.
• Location – Share your town or city; there’s no need for a full address.
• LinkedIn profile or portfolio URL – Make sure the information on them is coherent with your CV, and that they’re up-to-date

Quick tip: Delete excessive details, such as your date of birth or marital status. Recruiters don’t need to know this much about you, so it’s best to save the space for your other CV sections.

Service Desk Analyst CV Profile

Your CV profile is basically a short introductory paragraph, which summarises your key selling points and highlights why you’d make a good hire.

So, write a well-rounded summary of what you do, what your key skills are, and what relevant experience you have.

It needs to be short, snappy and punchy and, ultimately, entice the reader to read the rest of your CV.

Tips for creating an strong CV profile:

• Keep it concise: When it comes to CV profile length, less is more, as recruiters are often time-strapped. Aim for around of 3-5 persuasive lines.
• Tailor it: The biggest CV mistake? A generic, mass-produced document which is sent out to tens of employers. If you want to land an interview, you need to tailor your CV profile (and your application as a whole) to the specific roles you’re applying for. So, before you start writing, remember to read over those job descriptions and make a list of the skills, knowledge and experience the employers are looking for.
• Don’t add an objective: Leave your career objectives or goals out of your profile. You only have limited space to work with, so they’re best suited to your cover letter .
• Avoid cliches: If there’s one thing that’ll annoy a recruiter, it’s a clichè-packed CV. Focus on showcasing your hard skills, experience and the results you’ve gained in previous roles, which will impress recruiters far more.

Example CV profile for Service Desk Analyst

What to include in your service desk analyst cv profile.

• Summary of experience: Recruiters will want to know what type of companies you’ve worked for, industries you have knowledge of, and the type of work you’ve carried out in the past, so give them a summary of this in your profile.
• Relevant skills: Make your most relevant Service Desk Analyst key skills clear in your profile. These should be tailored to the specific role you’re applying for – so make sure to check the job description first, and aim to match their requirements as closely as you can.
• Essential qualifications: If the jobs you are applying to require candidates to have certain qualifications, then you must add them in your profile to ensure they are seen by hiring managers.

Quick tip: Struggling to write a powerful profile? Choose from hundreds of pre-written profiles across all industries, and add one to your CV with one click in our quick-and-easy CV Builder . All written by recruitment experts and easily tailored to suit your unique skillset.

Core skills section

In addition to your CV profile, your core skills section provides an easily digestible snapshot of your skills – perfect for grabbing the attention of busy hiring managers.

As Service Desk Analyst jobs might receive a huge pile of applications, this is a great way to stand out and show off your suitability for the role.

It should be made up of 2-3 columns of bullet points and be made up of skills that are highly relevant to the jobs you are targeting.

Top skills for your Service Desk Analyst CV

Fault diagnosis – completing tests to identify the cause of the fault.

Installations & updates – completing IT installations and updates to ensure systems continue to run efficiently.

IT performance optimisation – implementing enhancements to improve the performance of IT systems.

Network efficiency – maintaining the network to ensure information can be exchanged quickly and reducing wait times.

Maintenance checks – following a maintenance schedule to prevent IT breakdowns.

Quick tip: Our quick-and-easy CV Builder contains thousands of in-demand skills for every profession that can be added to your CV in seconds – saving you time and greatly improving your chances of landing job interviews.

Work experience/Career history

Now it’s time to get stuck into your work experience, which should make up the bulk of your CV.

Begin with your current (or most recent) job, and work your way backwards.

If you’ve got too much experience to fit onto two pages, prioritise space for your most recent and relevant roles.

Structuring your roles

Recruiters will be keen to gain a better idea of where you’ve worked and how you apply your skill-set in the workplace.

However, if they’re faced with huge, hard-to-read paragraphs, they may just gloss over it and move onto the next application.

To avoid this, use the simple 3-step role structure, as shown below:

Firstly, give the reader some context by creating a punchy summary of the job as a whole.

You should mention what the purpose or goal of your role was, what team you were part of and who you reported to.

Key responsibilities

Use bullet points to detail the key responsibilities of your role, highlighting hard skills, software and knowledge wherever you can.

Keep them short and sharp to make them easily digestible by readers.

Key achievements

Lastly, add impact by highlight 1-3 key achievements  that you made within the role.

Struggling to think of an achievement? If it had a positive impact on your company, it counts.

For example, you might increased company profits, improved processes, or something simpler, such as going above and beyond to solve a customer’s problem.

Example job for Service Desk Analyst CV

Headhunted to work at IT Solutions Limited, a family-owned enterprise with a significant client base throughout the UK region. Left the business following a relocation to Portsmouth in October 2022.

Key Responsibilities

• Provided 1st and 2nd level support administering and managing Windows and Virtual servers for clients.
• Diagnosed and troubleshot technical problems such as application support, technical issues, and on-call support.
• Remotely installed and configured Windows PCs and installed Operating systems on client hardware.
• Provided ongoing support to customers using Microsoft apps and services for programs including Word, Excel, PowerPoint, Outlook, OneDrive, and Teams.

Quick tip: Create impressive job descriptions easily in our quick-and-easy CV Builder by adding pre-written job phrases for every industry and career stage.

Education section

In your education section, make any degrees, qualifications or training which are relevant to Service Desk Analyst roles a focal point.

As well as mentioning the name of the organisation, qualification titles and dates of study, you should showcase any particularly relevant modules, assignments or projects.

Interests and hobbies

This section is entirely optional, so you’ll have to use your own judgement to figure out if it’s worth including.

If your hobbies and interests could make you appear more suitable for your dream job, then they are definitely worth adding.

Interests which are related to the industry, or hobbies like sports teams or volunteering, which display valuable transferable skills might be worth including.

Writing your Service Desk Analyst CV

Creating a strong Service Desk Analyst CV requires a blend of punchy content, considered structure and format, and heavy tailoring.

By creating a punchy profile and core skills list, you’ll be able to hook recruiter’s attention and ensure your CV gets read.

Remember that research and relevance is the key to a good CV, so research your target roles before you start writing and pack your CV with relevant skills.

Best of luck with your next application!

1 Service Desk Analyst Resume Example for Your 2024 Job Search

Service Desk Analysts are the troubleshooters and problem-solvers of the tech world, always ready to provide solutions and maintain user satisfaction. Just like a well-crafted resume, a Service Desk Analyst must communicate effectively, showcasing their ability to connect with the user and understand their needs. Both are essential tools that require clarity, precision, and the ability to present information in a way that is both accessible and impactful. In this guide, we'll explore how to construct a Service Desk Analyst resume that reflects your problem-solving prowess and customer service excellence.

Resume Examples

Resume guidance.

• High Level Resume Tips
• Must-Have Information
• Why Resume Headlines & Titles are Important
• Writing an Exceptional Resume Summary
• How to Impress with Your Work Experience
• Top Skills & Keywords
• Go Above & Beyond with a Cover Letter
• Resume FAQs
• Related Resumes

Common Responsibilities Listed on Service Desk Analyst Resumes:

• Respond to incoming requests for IT support via phone, email, chat, or in person.
• Log all incidents and service requests in the organization's ticketing system, ensuring accurate documentation of user issues and steps taken.
• Provide first-level troubleshooting and support for hardware, software, and network-related issues.
• Guide users through step-by-step solutions or use remote access tools to control the user's desktop for troubleshooting.
• Escalate complex issues to higher-level support teams while maintaining ownership of the ticket until resolution.
• Follow up with users to ensure their IT issues have been resolved satisfactorily.
• Perform password resets and assist with account management for various systems and applications.
• Install, configure, and update software and drivers on users' devices.
• Contribute to the maintenance of the knowledge base by documenting common issues and their solutions.
• Assist with onboarding of new users by setting up accounts and workstations.
• Monitor service desk performance metrics to ensure service level agreements (SLAs) are met.
• Participate in IT projects, such as software rollouts or hardware upgrades, as required.

You can use the examples above as a starting point to help you brainstorm tasks, accomplishments for your work experience section.

Service Desk Analyst Resume Example:

• Streamlined the ticketing process by implementing automation rules, reducing the average resolution time by 22% and improving user satisfaction scores by 18% within the first quarter.
• Developed and maintained a comprehensive knowledge base, leading to a 30% decrease in repeat service requests as users were empowered to resolve common issues independently.
• Played a pivotal role in a company-wide software upgrade project, ensuring a smooth transition for over 1,000 users with zero downtime reported during business hours.
• Orchestrated a successful transition to a remote support model, maintaining an average response time of under 2 minutes and a resolution rate of 95% for remote incidents.
• Enhanced service desk performance metrics by implementing a feedback loop with end-users, which contributed to a continuous improvement strategy and a 20% increase in first-call resolution rates.
• Conducted regular training sessions for new hires and existing staff, resulting in a 40% increase in team efficiency and a reduction in escalated tickets by 15% over six months.
• Reduced system downtime by proactively identifying and resolving network issues, achieving a 99.8% system uptime and surpassing the SLA target by 0.3%.
• Initiated and led a quarterly IT asset audit, recovering or reallocating assets worth $50,000 and ensuring 100% compliance with software licensing regulations.
• Collaborated with cross-functional teams to support the rollout of a new CRM system, leading to a 25% improvement in data accuracy and a 10% increase in sales team productivity.
• Technical troubleshooting and problem-solving
• IT service management (ITSM) and ITIL frameworks
• Knowledge of automation tools and scripting
• Customer service and user support
• Incident and request management
• Knowledge base development and maintenance
• Project management and coordination
• Change management
• Remote support and remote desktop tools
• Performance metrics analysis and improvement strategies
• Training and knowledge transfer
• Network administration and monitoring
• Asset management and compliance
• CRM systems expertise
• Communication and interpersonal skills
• Adaptability and flexibility
• Time management and prioritization
• Team collaboration and leadership
• Continuous learning and professional development
• Understanding of cybersecurity principles

High Level Resume Tips for Service Desk Analysts:

Must-have information for a service desk analyst resume:.

• Contact Information
• Resume Headline
• Resume Summary or Objective
• Work Experience & Achievements
• Skills & Competencies
• Certifications/Training

Let's start with resume headlines.

Why Resume Headlines & Titles are Important for Service Desk Analysts:

Service desk analyst resume headline examples:, strong headlines.

• These headlines are compelling because they immediately convey the candidate's experience level, customer service success, and specific technical skills, which are critical in a service desk role. They also include quantifiable achievements, such as improved resolution times and high customer satisfaction ratings, demonstrating the candidate's impact on operational efficiency and client relations—key metrics of success for Service Desk Analysts.

Weak Headlines

• The headlines are too generic and fail to convey the depth of the candidate's experience or the specific impact they've had in their roles. They lack quantifiable achievements, such as resolution rates or customer satisfaction scores, and do not mention any technical proficiencies or certifications that could set the candidate apart from others in the field.

Writing an Exceptional Service Desk Analyst Resume Summary:

Service desk analyst resume summary examples:, strong summaries.

• These summaries are compelling because they quantify the Service Desk Analysts' achievements, such as reducing ticket resolution times, managing a high volume of tickets, and improving customer satisfaction ratings. They also highlight specific skills and initiatives that are relevant to the role, like implementing a knowledge base or reducing system downtime, which demonstrate the candidates' direct impact on the efficiency and effectiveness of the service desk operations.

Weak Summaries

• The provided resume summaries for Service Desk Analysts are weak because they lack specificity and measurable achievements. They do not quantify the candidates' experience or highlight any particular technologies or methodologies in which they are proficient. Additionally, these summaries fail to mention any impact the candidates have had on previous organizations, such as reducing ticket response times, improving customer satisfaction scores, or any other key performance indicators relevant to the role.

Resume Objective Examples for Service Desk Analysts:

Strong objectives.

• These objectives are strong because they clearly articulate the candidates' eagerness to apply their technical knowledge and customer service skills in a service desk role. They emphasize a commitment to user satisfaction and operational efficiency, which are key components of a Service Desk Analyst's responsibilities. Additionally, they convey a desire for professional growth and a willingness to contribute positively to a team, traits that are highly valued by employers in less-experienced candidates.

Weak Objectives

• These objectives are weak because they are too broad and lack detail about the candidate's specific skills, experiences, or goals within the service desk field. They do not convey what the candidate can bring to the role or how they plan to contribute to the company's success. Additionally, they focus more on what the candidate hopes to gain rather than what they can offer to the employer.

Generate Your Resume Summary with AI

Speed up your resume creation process with the ai resume builder . generate tailored resume summaries in seconds., how to impress with your service desk analyst work experience:, best practices for your work experience section:.

• Quantify your impact on customer satisfaction: Include specific metrics such as Customer Satisfaction (CSAT) scores, ticket resolution rates, or average response times to demonstrate your effectiveness in providing excellent customer service.
• Detail your experience with different service desk tools and technologies: Mention your proficiency with ticketing systems (e.g., Zendesk, ServiceNow), remote support software, and any other relevant ITSM tools that you have used to resolve issues.
• Emphasize your problem-solving skills: Describe complex technical issues you have resolved and how you approached troubleshooting, including any innovative solutions you implemented to reduce recurring problems.
• Showcase your communication skills: Highlight instances where you effectively communicated technical information to non-technical stakeholders, or how you've trained and supported end-users through change management processes.
• Illustrate your role in team projects: Discuss how you have collaborated with IT teams, such as network engineers or system administrators, to address widespread technical challenges or to roll out new IT initiatives.
• Reflect on your contribution to knowledge management: Mention any documentation you've created or improved, such as FAQs, how-to guides, or knowledge base articles, that have helped users and colleagues alike.
• Highlight any process improvements: Describe any initiatives you've been a part of that increased efficiency, such as automating repetitive tasks, streamlining ticket escalation processes, or implementing new service desk procedures.
• Discuss your commitment to professional development: Include certifications, training, or workshops you've completed that are relevant to the service desk analyst role, such as ITIL, CompTIA A+, or Microsoft Certified: Modern Desktop Administrator Associate.
• Point out your adaptability: Provide examples of how you've successfully adapted to new technologies, company mergers, or shifts in IT policies, maintaining high service levels throughout transitions.
• Use the language of the industry: Ensure that your resume is peppered with relevant IT and customer service terminology that resonates with service desk managers, but avoid overusing jargon that could obscure your accomplishments.

Example Work Experiences for Service Desk Analysts:

Strong experiences.

• Revamped the company's ticketing system to improve tracking and resolution of IT issues, resulting in a 40% decrease in average resolution time and a 25% increase in customer satisfaction scores within the first quarter.
• Developed and delivered a comprehensive training program for new Service Desk Analysts, leading to a 50% reduction in onboarding time and a marked improvement in first-call resolution rates by 20%.
• Orchestrated a successful transition to a remote support model in response to the COVID-19 pandemic, maintaining a 99% service availability and achieving a 10% increase in support interactions handled per day.
• Implemented a proactive monitoring strategy for critical systems, reducing system downtime by 30% and decreasing the volume of support tickets related to system outages by 35%.
• Collaborated with cross-functional teams to identify and resolve a recurring network issue, which enhanced overall network stability and led to a 90% reduction in related support tickets.
• Automated routine support tasks using scripting, saving over 200 hours of manual work per year and allowing analysts to focus on more complex support issues.
• Played a key role in the migration of the company's email system to a cloud-based platform, ensuring zero downtime during business hours and a seamless transition for over 3,000 users.
• Created a knowledge base of IT solutions and FAQs, reducing the number of repeat inquiries by 60% and empowering users to self-resolve common issues effectively.
• Received the 'Service Excellence Award' for consistently exceeding key performance indicators, including maintaining a 95% customer satisfaction rate and resolving 85% of issues on the first contact.
• The provided work experiences for Service Desk Analysts are strong because they demonstrate a clear impact on efficiency, customer satisfaction, and operational improvements, all of which are critical in a support role. Each example includes quantifiable results that highlight the candidate's ability to solve problems, improve processes, and contribute to the overall success of the IT support function. These experiences show a blend of technical prowess, initiative in project management, and a commitment to service quality, making the candidate highly attractive to potential employers.

Weak Experiences

• Answered incoming calls and emails from users experiencing technical issues, documenting problems and providing basic troubleshooting steps.
• Worked with IT team members to resolve user issues, escalating complex problems to senior staff when necessary.
• Assisted in the maintenance of the internal knowledge base by adding new solutions and updating existing documentation.
• Monitored service desk tickets and responded to user requests within the established timeframes, ensuring customer satisfaction.
• Participated in regular team meetings to discuss ongoing issues and contributed ideas for improving the service desk process.
• Helped with the rollout of new software updates, communicating changes to users and collecting feedback on the update process.
• Provided remote support to users by guiding them through step-by-step solutions and using remote desktop tools when needed.
• Contributed to the creation of user guides and FAQs for common issues to empower users to resolve simple problems independently.
• Recorded and tracked user issues in the service desk management system, following up on unresolved tickets as required.
• The work experiences listed are weak because they are too vague and do not demonstrate the candidate's impact or value to the organization. They lack measurable achievements, such as the number of tickets resolved, customer satisfaction ratings, or specific improvements made to the service desk process. To strengthen these bullet points, the candidate should include specific examples of how they excelled in their role, use more dynamic action verbs, and provide quantifiable outcomes to illustrate their effectiveness and contributions to the team's success.

Top Skills & Keywords for Service Desk Analyst Resumes:

Top hard & soft skills for service desk analysts, hard skills.

• Technical Support and Troubleshooting
• Knowledge of IT Service Management (ITSM) Tools
• Understanding of Operating Systems (Windows, macOS, Linux)
• Network Support and Configuration
• Incident and Problem Management
• Help Desk Software Proficiency (e.g., Zendesk, ServiceNow)
• Active Directory Management
• Hardware Setup, Configuration, and Repair
• Customer Service Skills
• Remote Desktop Support
• IT Security Best Practices
• Database Management and SQL

Soft Skills

• Communication and Interpersonal Skills
• Problem Solving and Critical Thinking
• Patience and Understanding
• Customer Service Orientation
• Active Listening and Empathy
• Adaptability and Flexibility
• Time Management and Prioritization
• Teamwork and Collaboration
• Conflict Resolution and Diplomacy
• Stress Management and Resilience
• Attention to Detail and Accuracy
• Emotional Intelligence and Relationship Building

Go Above & Beyond with a Service Desk Analyst Cover Letter

Service desk analyst cover letter example: (based on resume), resume faqs for service desk analysts:, how long should i make my service desk analyst resume.

The ideal length for a Service Desk Analyst resume is typically one to two pages, depending on your experience and the depth of your technical skills. Here's how to ensure your resume is both concise and comprehensive: **Prioritize Relevant Experience:** Focus on your most relevant service desk and IT support experience. Highlight roles and projects that showcase your technical expertise, problem-solving skills, and ability to provide excellent customer service. If you have extensive experience, you don't need to detail early career roles that are less relevant. **Quantify Achievements:** Use bullet points to list your accomplishments, and quantify them when possible. For example, mention how you improved ticket resolution time by a certain percentage or how many users you supported. This provides concrete evidence of your impact in previous roles. **Tailor Your Resume:** Customize your resume for the specific Service Desk Analyst position you're applying for by emphasizing the skills and experiences that align with the job description. This targeted approach not only keeps your resume focused but also demonstrates to employers that you have the specific qualifications they're seeking. **Keep It Readable:** Use clear, concise language and a clean format. Avoid jargon that might not be understood outside of your current organization. Make sure your resume is easy to read with well-organized sections and consistent formatting. **Include Certifications and Skills:** List any relevant certifications, such as ITIL, CompTIA A+, or Microsoft Certified Professional, that affirm your technical knowledge. Also, include a skills section that highlights your proficiency with help desk software, hardware troubleshooting, and any other technical skills pertinent to service desk operations. Remember, the goal of your resume is to make a strong impression quickly. By keeping it to one or two pages, you respect the hiring manager's time while still providing a detailed snapshot of your professional journey as a Service Desk Analyst.

What is the best way to format a Service Desk Analyst resume?

The ideal resume format for a Service Desk Analyst should be structured to highlight your technical skills, experience in customer service, and ability to resolve IT issues efficiently. Here are some key considerations for crafting an effective Service Desk Analyst resume: **Clear Header:** Start with a clear header that includes your full name, professional title (Service Desk Analyst), and contact information. This should be easily identifiable at the top of your resume. **Professional Summary:** Include a brief professional summary or objective that outlines your key qualifications, technical skills, and what you aim to bring to the role. This section should be tailored to the specific job you're applying for. **Technical Skills Section:** Create a dedicated section for your technical skills. This should be near the top of your resume and list the technologies, software, and systems you're proficient in, such as help desk ticketing systems, remote desktop support tools, and knowledge of operating systems. **Work Experience:** List your work experience in reverse chronological order, with your most recent job first. For each position, include your job title, the company name, and the dates of employment. Use bullet points to describe your responsibilities and achievements, focusing on those that demonstrate your problem-solving abilities, customer service skills, and technical expertise. Quantify your achievements with metrics when possible, such as average number of tickets resolved per day or customer satisfaction ratings. **Education and Certifications:** Include a section for your education and any relevant certifications. For Service Desk Analysts, certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified Professional can be particularly valuable. **Additional Sections:** If applicable, add additional sections for achievements such as awards, recognitions, or participation in relevant projects or training programs that showcase your commitment to professional development and IT service excellence. **Formatting Tips:** - Keep your resume to one or two pages, depending on your experience level. - Use a clean, professional font and ensure there is enough white space to make the document easy to read. - Use bullet points to make your responsibilities and achievements easy to scan. - Be consistent with your formatting choices, such as font size and style, throughout the document. - Proofread your resume carefully to avoid any spelling or grammatical errors. Remember, your resume is your opportunity to make a strong first impression, so ensure it is well-organized, highlights your most relevant experience, and demonstrates your ability to support and resolve IT issues in a service desk environment.

Which Service Desk Analyst skills are most important to highlight in a resume?

As a Service Desk Analyst, it's important to highlight keywords and action verbs that reflect your technical skills, customer service abilities, and experience in IT support. Here are some you might want to consider incorporating into your resume: **Keywords:** - Technical Support - Help Desk - Customer Service - Incident Management - Troubleshooting - ITIL Framework - ServiceNow (or other ticketing systems) - Active Directory - Network Support - SLA (Service Level Agreements) - Hardware/Software - VPN - Remote Desktop - Cybersecurity - User Training - Documentation - System Administration - Cloud Services (e.g., AWS, Azure) - VoIP **Action Verbs:** - Resolved - Managed - Assisted - Implemented - Monitored - Diagnosed - Configured - Escalated - Coordinated - Trained - Streamlined - Upgraded - Documented - Collaborated - Supported - Facilitated - Optimized - Delivered When crafting your resume, make sure to use these keywords and action verbs in the context of your achievements and responsibilities. For example, instead of saying "Responsible for troubleshooting," you might say "Diagnosed and resolved complex network issues, reducing system downtime by 20%." This not only shows what you did but also the impact of your work. Remember to tailor your resume to the job description, using keywords that match the skills and experiences the employer is looking for.

How should you write a resume if you have no experience as a Service Desk Analyst?

Crafting a resume for a Service Desk Analyst position without direct experience can be a challenge, but with the right approach, you can present yourself as a strong candidate. Here’s how to structure your resume to highlight your potential: Focus on Transferable Skills: Identify skills from your previous experiences that are relevant to a Service Desk Analyst role. These might include customer service, technical troubleshooting, communication, patience, and problem-solving. Emphasize your ability to learn quickly, your attention to detail, and your commitment to providing excellent service. Highlight Educational Background: If you have completed any IT-related coursework or hold certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified Professional, make sure to list them. These demonstrate a foundational understanding of IT principles and a commitment to the field. Showcase Non-Professional Experience: Include any volunteer work, internships, or personal projects that required you to use skills pertinent to a Service Desk Analyst. For example, if you helped a non-profit organization upgrade their computer systems or provided tech support to friends and family, these experiences are worth mentioning. Detail Relevant Course Projects: If you’ve completed any academic projects that involved IT support concepts, such as setting up networks, managing databases, or creating helpdesk documentation, describe these projects and the skills you utilized to complete them. Demonstrate Soft Skills: Service Desk Analysts need excellent soft skills, such as the ability to work under pressure, adaptability, and strong interpersonal skills. Provide examples of situations where you've successfully used these skills, perhaps during group projects, part-time jobs, or in volunteer roles. Quantify Achievements: Whenever possible, use numbers to quantify your achievements. For example, if you improved customer satisfaction in a previous role, mention the percentage increase. This provides concrete evidence of your impact. Include a Summary Statement: Start your resume with a summary statement that clearly articulates your interest in the field of IT support and your eagerness to learn and grow in the role. This can help set the tone for the rest of your resume. Remember, your resume is an opportunity to tell your story and convince employers that your unique background and skill set make you a valuable candidate for a Service Desk Analyst position. Tailor your resume to each job application, aligning your skills and experiences with the job description, and always proofread for clarity and accuracy.

Compare Your Service Desk Analyst Resume to a Job Description:

• Identify opportunities to further tailor your resume to the Service Desk Analyst job
• Improve your keyword usage to align your experience and skills with the position
• Uncover and address potential gaps in your resume that may be important to the hiring manager

Related Resumes for Service Desk Analysts:

Service desk analyst resume example, more resume guidance:.

Help Desk Analyst Resume Samples [+ 3 Examples]

This page provides you with Help Desk Analyst resume samples to use to create your own resume with our easy-to-use resume builder . Below you'll find our how-to section that will guide you through each section of a Help Desk Analyst resume.

Note : Leverage AI to level-up your resume - Try our AI Resume Builder

Help Desk Analyst Resume Summary

• Help Desk Analyst Resume Summary Example

Help Desk Analyst with 5+ years of experience in assisting IT-related support and troubleshoot. Achieved the highest CSAT scores for 4 years in a row.

Help Desk Analyst Resume Experience

• Help Desk Analyst Resume Experience Sample

Help Desk Analyst

• Resolved technical issues by troubleshooting.
• Activated accounts for clients interested in new services.
• Installed and updated hardware, software and applications on PC's.
• Assisted with product selection based on stated needs, proposed use and budget.
• Trained and supported end-users with software, hardware and network standards and use processes.
• Help Desk Analyst Resume Example
• Provided first and second level phone support in person, via phone, electronically.
• Diagnosed and resolved technical hardware and software issues.
• Researched questions using available information resources.
• Follow standard help desk procedures.
• Logged all help desk interactions and redirected problems to appropriate resource.
• Tracked and routed problems and requests and document resolutions

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Help Desk Analyst resume examples for 2024

Help desk analyst resume research summary. We analyzed 6,195 help desk analyst resumes to determine which ones land the most jobs. Below you'll find example help desk analyst resumes that can help you get an interview (and a job offer) from companies like Robert Half and IBM. Here are the key facts about help desk analyst resumes to help you get the job:

• The average help desk analyst resume is 454 words long
• The average help desk analyst resume is 1.0 pages long based on 450 words per page.
• Customer service is the most common skill found on resume samples for help desk analysts. It appears on 14.7% of help desk analyst resumes.

After learning about how to write a professional resume for a help desk analyst, make sure your resume checks all the boxes with our AI resume builder .

Help Desk Analyst resume example

How to format your help desk analyst resume:.

• Tailor your help desk analyst resume job title to match the job posting exactly.
• Highlight achievements in your work experience, such as solving complex issues, creating practical solutions, and enhancing learning for diverse learners. Showcase your range of skills and experiences in various formats and technical expertise. Mention your ability to communicate effectively and your technical competence in areas like visual design, media, and programming. Try to limit your resume to one page, focusing on relevant and specific examples from your experience that demonstrate your skills and abilities as a help desk analyst. Avoid merely listing responsibilities and focus on what you have accomplished in each role. Employers value well-rounded, flexible candidates who can work independently and in diverse teams, addressing complex learning issues with practical solutions and inclusive, culturally relevant strategies. Show that you are this candidate by providing specific examples in your resume, avoiding wordiness, and writing at an eighth-grade reading level. Do not use evaluative or descriptive adverbs, and avoid using 'ensuring.'
• Recruiters and hiring managers recommend fitting your resume on one page, focusing on relevant achievements and technical skills that demonstrate your expertise as a help desk analyst. Quantify your achievements whenever possible, such as mentioning the number of users you supported, the percentage of customer satisfaction you maintained, or the specific technical issues you resolved. Use action verbs and specific examples to showcase your skills and abilities, and avoid wordy summaries or conclusions that do not add new information. When possible, use bullet points and keep your sentences concise, clear, and easy to read. Remember to write at an eighth-grade reading level, avoiding evaluative or descriptive adverbs and the word 'ensuring.' Instead, focus on showing your skills and abilities through specific examples and achievements from your experience as a help desk analyst.

Choose from 10+ customizable help desk analyst resume templates

Choose from a variety of easy-to-use help desk analyst resume templates and get expert advice from Zippia’s AI resume writer along the way. Using pre-approved templates, you can rest assured that the structure and format of your help desk analyst resume is top notch. Choose a template with the colors, fonts & text sizes that are appropriate for your industry.

Help Desk Analyst resume format and sections

1. add contact information to your help desk analyst resume.

Help Desk Analyst Resume Contact Information Example # 1

Dhruv Johnson

[email protected] | 333-111-2222 | www.linkedin.com/in/dhruv-johnson

2. Add relevant education to your help desk analyst resume

Your resume's education section should include:

• The name of your school
• The date you graduated ( Month, Year or Year are both appropriate)
• The name of your degree

If you graduated more than 15 years ago, you should consider dropping your graduation date to avoid age discrimination.

Optional subsections for your education section include:

• Academic awards (Dean's List, Latin honors, etc. )
• GPA (if you're a recent graduate and your GPA was 3.5+)
• Extra certifications
• Academic projects (thesis, dissertation, etc. )

Other tips to consider when writing your education section include:

• If you're a recent graduate, you might opt to place your education section above your experience section
• The more work experience you get, the shorter your education section should be
• List your education in reverse chronological order, with your most recent and high-ranking degrees first
• If you haven't graduated yet, you can include "Expected graduation date" to the entry for that school

Check More About Help Desk Analyst Education

Help Desk Analyst Resume Relevant Education Example # 1

Bachelor's Degree In Communication 2011 - 2014

University of South Florida Tampa, FL

Help Desk Analyst Resume Relevant Education Example # 2

Bachelor's Degree In Computer Science 1993 - 1996

University of California - Davis Davis, CA

3. Next, create a help desk analyst skills section on your resume

Your resume's skills section should include the most important keywords from the job description, as long as you actually have those skills. If you haven't started your job search yet, you can look over resumes to get an idea of what skills are the most important.

Here are some tips to keep in mind when writing your resume's skills section:

• Include 6-12 skills, in bullet point form
• List mostly hard skills ; soft skills are hard to test
• Emphasize the skills that are most important for the job

Hard skills are generally more important to hiring managers because they relate to on-the-job knowledge and specific experience with a certain technology or process.

Soft skills are also valuable, as they're highly transferable and make you a great person to work alongside, but they're impossible to prove on a resume.

Example of skills to include on an help desk analyst resume

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Troubleshooting is the process of analyzing and fixing any kind of problem in a system or a machine. Troubleshooting is the detailed yet quick search in the system for the main source of an issue and solving it.

Technical support or tech support are the services provided by any hardware or software company to users. They help in solving the technical difficulties the customers face with their products or services. Moreover, the tech support employees maintain, manage, and repair the IT faults. They are also responsible for resolving the network problems, installing and configuring hardware and software.

Phone calls are a wireless or wired connection made over a telephone or a mobile phone between two people. Two parties are involved in a phone call, the caller and the receiver. A caller dials the number of the one he wants to call, and the recipient hears a bell or a tune to which he picks up the call. The call establishes a connection between them through which they can communicate. The voice is converted into signals and is transmitted through wired or wireless technology.

A Virtual Private Network, VPN encrypts a device's internet access, activity, and identity through a secure server, making data theft and third-party traceability more difficult, and increasing the privacy and security of public and private networks, the internet, and Wi-Fi hotspots. The VPN is designed to protect one's system and network from being compromised.

In technical terms, OS stands for "Operating System". It is a software that is used to run programs on the computer. An operating system acts as a link between the user and the hardware components. Windows, macOS, iOS, Linux are examples of an operating system.

Top Skills for a Help Desk Analyst

• Customer Service , 14.7%
• Troubleshoot , 8.5%
• Technical Support , 6.4%
• Phone Calls , 4.4%
• Other Skills , 66.0%

4. List your help desk analyst experience

The most important part of any resume for a help desk analyst is the experience section. Recruiters and hiring managers expect to see your experience listed in reverse chronological order, meaning that you should begin with your most recent experience and then work backwards.

Don't just list your job duties below each job entry. Instead, make sure most of your bullet points discuss impressive achievements from your past positions. Whenever you can, use numbers to contextualize your accomplishments for the hiring manager reading your resume.

It's okay if you can't include exact percentages or dollar figures. There's a big difference even between saying "Managed a team of help desk analysts" and "Managed a team of 6 help desk analysts over a 9-month project. "

Most importantly, make sure that the experience you include is relevant to the job you're applying for. Use the job description to ensure that each bullet point on your resume is appropriate and helpful.

• Delivered new computers, laptops, printers to various state offices within the Department of Transportation.
• Programmed various applications with use relational databases between Oracle8i and Microsoft SQL Server 7.0 using Microsoft Visual Basic and Microsoft Access.
• Developed and maintained Microsoft Access databases.
• Used Microsoft Visual Basic for programming database applications.
• Developed and maintained Microsoft Access, Oracle 8i and Microsoft SQL 6.5/7.0 databases.
• Evaluated new software and hardware to determine compatibility with existing software and hardware, resulting in substantially lower cost of funds.
• Resolved complex compatibility issues dealing with networking, hardware and applications.
• Resolved computer hardware and software, printing, installation, word processing, email and operating systems issues.
• Aided in the productivity of other coworkers by helping with hardware and software troubleshooting or information gathering.
• Assisted end-users either in person or over the phone to offer troubleshooting solutions.
• Documented and monitored inventory database of all computers, printers, and mobile devices.
• Hired as a full-time systems administrator/desktop support technician after providing consulting work for Five Rivers.
• Supported desktops, laptops, file, print & ftp servers in a network environment.
• Researched and recommended hardware for clients to improve employee production.
• Assisted programmers trouble shoot Unix shell script failures and restart programs.
• Created and worked and closed Users helpdesk tickets and escalating to Tier 3 when needed.
• Provided support of SharePoint portal, managing user accounts (adding, deleting, passwords, permissions.)
• Developed user Windows-based applications, reports, SQL, and email messages based on platform technology requirements and customized client applications.
• Diagnosed and resolved performance problems with SQL databases.
• Installed and troubleshot computers, copiers, printers, scanners, VOIP phones and other IT equipment.

5. Highlight help desk analyst certifications on your resume

Specific help desk analyst certifications can be a powerful tool to show employers you've developed the appropriate skills.

If you have any of these certifications, make sure to put them on your help desk analyst resume:

• Security 5 Certification
• Certified Network Computer Technician (CNCT)
• HDI Desktop Support Technician (HDI)
• Cisco Certified Network Associate (CCNA)
• Cisco Certified Entry Networking Technician (CCENT)
• Computer Service Technician (CST)
• Certified Help Desk Manager (CHDM)
• HDI Support Center Manager (HDI)
• Support Center Analyst (SCA)
• Microsoft Certified Desktop Support Technician (MCDST)

6. Finally, add an help desk analyst resume summary or objective statement

A resume summary statement consists of 1-3 sentences at the top of your help desk analyst resume that quickly summarizes who you are and what you have to offer. The summary statement should include your job title, years of experience (if it's 3+), and an impressive accomplishment, if you have space for it.

Remember to emphasize skills and experiences that feature in the job description.

Common help desk analyst resume skills

• Customer Service
• Troubleshoot
• Technical Support
• Phone Calls
• Remote Desktop
• Technical Issues
• Strong Problem-Solving
• Desk Support
• Help-Desk Support
• Network Printers
• Microsoft Windows
• Remote Troubleshooting
• Helpdesk Support
• Technical Problems
• Computer System
• User Accounts
• Software Applications
• Software Issues
• Technical Assistance
• Problem Resolution
• Customer Support
• Trouble Tickets
• Level Support
• Telephone Calls
• Call Tracking
• Phone Support
• Windows Server
• Network Troubleshooting
• Workstations
• Remote Support
• Reset Passwords

Help Desk Analyst Jobs

Links to help optimize your help desk analyst resume.

• How To Write A Resume
• List Of Skills For Your Resume
• How To Write A Resume Summary Statement
• Action Words For Your Resume
• How To List References On Your Resume

Help Desk Analyst resume FAQs

What does an it help desk analyst do, what knowledge does a help desk analyst require, what should i put on my resume for a help desk job, search for help desk analyst jobs.

Updated April 25, 2024

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

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• Service Desk Analyst

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

Build your resume in 15 minutes, service desk analyst: resume samples & writing guide, employment history.

• 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
• 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
• Follow up with customers to ensure their technical issues have been resolved

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Marcus White

• Diagnose and troubleshoot technical issues
• 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
• Maintain daily performance of computer systems
• Install, modify, and repair computer hardware and software
• Ensure proper recording, documentation and closure of all issues

Professional Summary

• Respond to queries either in person, via email, or over the phone

Derek Jones

Not in love with this template? Browse our full library of resume templates

Table of Content

• Introduction
• Resume Samples & Writing Guide
• Resume Example 1
• Resume Example 2
• Resume Example 3
• Resume Example 4
• Resume Example 5
• Jobs Description
• Jobs Skills
• Technical Skills
• Soft Skills
• How to Improve Your Resume
• How to Optimize Your Resume
• Cover Letter Example

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 
•  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.
• 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.
• 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.
• 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."

• 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
• System Monitoring
• 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
• Time Management
• Problem Solving
• Decision Making
• Critical Thinking
• Adaptability
• Organization
• Public Speaking
• Negotiation
• Conflict Resolution
• Attention to Detail
• Self-Motivation
• Stress Management
• Collaboration
• Strategic Thinking
• Emotional Intelligence
• Flexibility
• Reliability
• Professionalism
• Computer Literacy
• Data Analysis
• Project Management
• Customer Service
• Presentation
• Written Communication
• Social Media
• Quality Assurance
• Supervisory
• Risk Management
• Database Management
• Documentation
• Financial Management
• Visualization
• Business Acumen
• Process Improvement
• 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

Provide your contact information and address year gaps, always explain any gaps in your work history to your advantage..

• 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.

Jake Franklin

• Provovide prompt and acurate feedback to customers
• Ensure propper recording, documentaion and closure of all issues
• Reserach questions using availible resources
• 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
• "I like to eat pizza
• I like too eat pizza.

Include Job Descriptions and Avoid Bad Grammar

Avoid sending a wrong first impression by proofreading your resume..

• 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.

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.

Showcase your most significant accomplishments and qualifications with this cover letter. Personalize this cover letter in just few minutes with our user-friendly tool!

Related Resumes & Cover Letters

Contemporary

Professional

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Service Desk Analyst CV Examples (Template & 20+ Tips)

Create a standout service desk analyst cv with our online platform. browse professional templates for all levels and specialties. land your dream role today.

A Service Desk Analyst plays a crucial role in providing technical support and ensuring the smooth operation of an organization's IT systems. Our Service Desk Analyst CV Example article provides a comprehensive guide on how to create an effective CV for this role. From highlighting technical skills to showcasing customer service experience, this article offers valuable tips and insights to help you land your dream job as a Service Desk Analyst.

We will cover:

• How to write a CV , no matter your industry or job title.
• What to put on a CV to stand out.
• The top skills employers from every industry want to see.
• How to build a CV fast with our professional CV Builder .
• What a CV template is, and why you should use it.

What does a Service Desk Analyst do?

A Service Desk Analyst is responsible for providing technical support and troubleshooting assistance to users in need of IT assistance. They handle incoming requests through various channels, such as phone calls, emails, or helpdesk tickets. They diagnose and resolve technical issues, escalate complex problems to higher-level support teams, and create documentation to assist users with recurring issues. They also provide proactive communication about system outages and maintenance to users.

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What are some responsibilities of a Service Desk Analyst?

• Responding to customer inquiries and service requests
• Troubleshooting and resolving technical issues
• Providing technical support to end users
• Logging and tracking incidents and service requests
• Escalating issues to appropriate support teams if necessary
• Documenting and updating customer information and technical solutions
• Assisting with software and hardware installations and updates
• Following up with customers to ensure satisfaction with resolutions

Sample Service Desk Analyst CV for Inspiration

Personal Details:

• Name: John Smith
• Email: [email protected]
• Phone: (123) 456-7890
• Address: 123 Main St, City, State, Zip

John Smith is a highly motivated and experienced Service Desk Analyst with a proven track record of providing excellent customer support and resolving technical issues in a timely and efficient manner. He possesses strong communication and problem-solving skills and is adept at working in fast-paced environments.

Work Experience:

• Service Desk Analyst - ABC Company, City, State
• Senior Service Desk Technician - XYZ Company, City, State
• Technical Support Specialist - DEF Company, City, State
• Bachelor's degree in Computer Science - University of XYZ, City, State
• ITIL Foundation Certification
• CompTIA A+ Certification
• Excellent customer service skills
• Strong problem-solving abilities
• Proficient in troubleshooting technical issues
• Ability to work in a fast-paced environment
• Knowledge of ITIL framework
• English - Native proficiency
• Spanish - Conversational proficiency

CV tips for Service Desk Analyst

Crafting an impeccable CV that kickstarts your career is a challenging endeavor. While adhering to fundamental writing principles is beneficial, seeking guidance customized for your unique job pursuit is equally prudent. As a newcomer to the professional realm, you require Service Desk Analyst CV pointers. We've curated top-notch advice from experienced Service Desk Analyst individuals. Explore their insights to streamline your writing journey and enhance the likelihood of fashioning a CV that captivates potential employers' attention.

• Include a strong summary at the top of your CV to grab the attention of potential employers.
• Highlight your technical skills and certifications related to service desk support.
• Showcase your experience in providing excellent customer service and resolving technical issues.
• Quantify your achievements, such as reducing response time or increasing customer satisfaction.
• Include any relevant experience with ticketing systems, ITIL framework, or other service desk tools.

Service Desk Analyst CV Summary Examples

A CV Summary or CV Objective is important for a Service Desk Analyst as it provides a brief overview of your skills, experience, and career goals. It allows the employer to quickly understand your background and what you bring to the table. This can help them determine if you are a good fit for the role and if they should continue reading your CV. It also helps you stand out from other candidates and make a strong first impression. For Example:

• Experienced Service Desk Analyst with strong troubleshooting and problem-solving skills.
• Bachelor's degree in Computer Science with 3 years of experience in IT support.
• Proven track record of providing high-quality customer service and resolving technical issues.
• Proficient in various IT tools and systems, with excellent communication and teamwork abilities.
• Adept at managing and prioritizing multiple support tickets to ensure timely resolution.

Build a Strong Experience Section for Your Service Desk Analyst CV

Building a strong experience section for a service desk analyst CV is essential in showcasing your relevant skills, knowledge, and accomplishments in the field. It provides hiring managers with a clear understanding of your expertise in resolving technical issues, providing customer support, and managing IT systems. A strong experience section also demonstrates your ability to handle various support tasks and troubleshoot problems, making you a valuable asset to potential employers. For Example:

• Handled over 100 customer service calls per day, addressing technical issues and providing solutions
• Utilized ticketing system to track and resolve IT incidents in a timely manner
• Collaborated with IT teams to escalate and prioritize critical issues
• Researched and implemented new technologies to improve service desk operations
• Provided remote support to users experiencing hardware and software issues
• Participated in on-call rotation to provide after-hours support for urgent IT issues
• Trained and mentored new service desk analysts on best practices and procedures
• Produced detailed documentation for recurring technical problems and their solutions
• Assisted in the implementation and maintenance of ITIL best practices
• Participated in the planning and execution of technology upgrades and migrations

Service Desk Analyst CV education example

A Service Desk Analyst typically needs at least a high school diploma, with some employers preferring candidates with an associate's or bachelor's degree in a related field such as information technology or computer science. Additionally, candidates often benefit from relevant technical certifications such as CompTIA A+ or Microsoft Certified Desktop Support Technician (MCDST) to demonstrate their proficiency in IT support. Strong communication and problem-solving skills are also essential for this role. Here is an example of an experience listing suitable for a Service Desk Analyst CV:

• Bachelor's degree in Computer Science or related field
• ITIL Foundation certification
• CompTIA A+ certification

Service Desk Analyst Skills for a CV

It is important to add skills for Service Desk Analyst CV because it demonstrates the candidate's ability to handle technical issues, provide customer support, and troubleshoot problems. These skills are essential for the role of a Service Desk Analyst and can help showcase the candidate's qualifications and suitability for the position. Additionally, including relevant skills can help the employer assess the candidate's capabilities and potential fit for the job. Soft Skills:

• Communication
• Problem-solving
• Customer service
• Time management
• Adaptability
• Attention to detail
• Critical thinking
• Technical troubleshooting
• Problem solving
• System administration
• Network configuration
• Hardware maintenance
• Software installation
• Data analysis
• Database management
• IT security
• Remote support

Common Mistakes to Avoid When Writing a Service Desk Analyst CV

In today's competitive job market, an average of 180 applications floods employers' inboxes for each vacant position. To streamline this influx of CVs, companies frequently employ automated applicant tracking systems that weed out less qualified candidates. If your CV manages to surpass these digital gatekeepers, it must still captivate the attention of the recruiter or hiring manager. Given the sheer volume of applications, a mere 5 seconds is typically allocated to each CV before a decision is reached. With this in mind, it's crucial to eliminate any extraneous information that might relegate your application to the discard pile. To ensure your CV shines, consult the list below for elements to avoid including in your job application.

• Skipping the cover letter: A well-crafted cover letter is an opportunity to showcase your suitability for the role and express your enthusiasm for it.
• Excessive jargon: CVs laden with technical terms can alienate hiring managers who lack specialized knowledge.
• Neglecting vital details: Incorporate your contact information, education, work history, and pertinent skills and experiences.
• Relying on generic templates: Tailoring your CV to the specific job exhibits your commitment to the position and company.
• Errors in spelling and grammar: Proofreading is essential to eliminate typos, spelling errors, and grammatical blunders.
• Overemphasizing duties: Highlight accomplishments to underline your candidacy's value.
• Sharing personal information: Steer clear of revealing personal details like age, marital status, or religious affiliations.

Key takeaways for a Service Desk Analyst CV

• Highlight technical skills and experience with relevant technologies
• Showcase strong customer service and communication skills
• Emphasize problem-solving abilities and attention to detail
• Demonstrate experience in incident management and service request fulfillment
• Include any certifications or training related to IT service management
• Show commitment to continuous learning and professional development

• • Engineered and executed a strategic plan to improve ticket handling efficiency by 30%, addressing customer issues more rapidly.
• • Pioneered the use of an AI chatbot that reduced incoming ticket volume by 20%, enhancing customer self-service options.
• • Led a cross-functional team to implement a new CRM system, resulting in a 15% increase in customer satisfaction scores.
• • Orchestrated the training program for new support agents, improving first call resolution rates by 25% over 6 months.
• • Spearheaded the migration of support services to Office 365, enhancing collaboration and remote support capabilities.
• • Fostered a team-focused environment that improved departmental morale and reduced staff turnover by 10%.
• • Managed and resolved over 1500 support tickets with a customer satisfaction rate of 95%.
• • Contributed to the reduction of average call handling time from 10 to 7 minutes.
• • Facilitated weekly skill-building sessions for the support team, boosting troubleshooting efficiency.
• • Coordinated with the IT team to enhance the Active Directory management process, improving user access control.
• • Authored a knowledge base of solutions for common issues, reducing repeat tickets by 18%.
• • Resolved an average of 25 daily ticket requests, maintaining a resolution rate of 90%.
• • Assisted in a project that improved network uptime by 99.97%, ensuring consistent service quality.
• • Developed customer rapport that led to a 10% increase in the retention of dissatisfied clients.
• • Implemented a feedback system that brought actionable customer suggestions to the development team.

Service Desk Analyst CV Examples & Guide for 2024

Your service desk analyst CV must highlight your technical proficiency. Showcase your experience with service desk software and troubleshooting methodologies. Demonstrate your communication skills and ability to work under pressure. Your CV should reflect your knack for providing excellent customer support and resolving issues efficiently.

• CV Format Tips
• Summary or Objective?
• Experience on Your CV
• No Experience?
• Top CV Skills
• Education & Certifications
• Key Takeaways

Crafting a CV that effectively showcases your problem-solving skills and technical expertise can be a significant challenge for a service desk analyst. Delve into our guide, where you'll discover tailored advice to highlight your competencies and frame your experiences in a way that resonates with hiring managers.

• Answer job requirements with your service desk analyst CV and experience;
• Curate your academic background and certificates, following industry-leading CV examples;
• Select from +10 niche skills to match the ideal candidate profile
• Write a more succinct experience section that consists of all the right details.

Do you need more specific insights into writing your service desk analyst CV? Our guides focus on unique insights for each individual role:

• Test Manager CV Example
• Junior Software Developer CV Example
• Cyber Security Analyst CV Example
• Cyber Security CV Example
• Network Engineer CV Example
• Quality Control CV Example
• Senior Data Analyst CV Example
• Programmer CV Example
• Full Stack Developer CV Example
• Power Bi CV Example

Structuring your service desk analyst CV layout: four factors to keep in mind

• Follows the reverse chronological order in the experience section by first listing your most recent jobs;
• Incorporates your contact information in the header, but do skip out on the CV photo for roles in the UK;
• Is spotlighted in the most important sections of your CV, e.g. the summary or objective, experience, education, etc. to show just how you meet the job requirements;
• Is no longer than two-pages. Often, the one-page format can be optimal for your service desk analyst CV.

Before submitting your CV, you may wonder whether to export it in Doc or PDF. With the PDF format, your information and layout stay intact. This is quite useful when your CV is assessed by the Applicant Tracker System (or the ATS) . The ATS is a software that scans your profile for all relevant information and can easily understand latest study on the ATS , which looks at your CV columns, design, and so much more.

Upload & Check Your CV

Drop your CV here or choose a file . PDF & DOCX only. Max 2MB file size.

Use bold or italics sparingly to draw attention to key points, such as job titles, company names, or significant achievements. Overusing these formatting options can dilute their impact.

The top sections on a service desk analyst CV

Professional Summary to showcase service desk achievements: This provides a snapshot of the candidate's key accomplishments and sets the tone for the CV, highlighting their expertise and value they can bring to the service desk analyst role.

Technical Skills for effective problem-solving: Detailing proficiency in software, hardware, and systems relevant to service desk operations shows a candidate's capability to handle technical queries.

Work Experience with IT service desk roles: Listing past positions with specific responsibilities and achievements demonstrates the candidate's progression and expertise in service desk environments.

Education and Certifications for credibility: Displaying educational background and certifications, especially ITIL or other service desk-related qualifications, establishes the candidate's formal knowledge and commitment to professional development.

Customer Service Excellence in previous roles: This section illustrates the candidate's ability to provide high-quality support and their dedication to customer satisfaction, which is crucial for a service desk analyst.

What recruiters value on your CV:

• Highlight your technical expertise by detailing your familiarity with service desk software, such as ticketing systems or live chat platforms, and your proficiency in troubleshooting common IT issues.
• Emphasise your communication skills by showcasing examples of how you've successfully managed customer queries and resolved conflicts, reflecting your ability to maintain customer satisfaction.
• Demonstrate your ability to follow processes by mentioning certifications such as ITIL or experience with service level agreements, indicating your understanding of industry best practices.
• Include any relevant experience with customer service metrics, such as First Call Resolution or Average Handling Time, to show your commitment to efficiency and continuous service improvement.
• Outline examples of your problem-solving skills by sharing specific incidents where you've effectively identified, diagnosed, and resolved complex technical problems under pressure.

Recommended reads:

• CV Icons: How & Where to Use Them
• Reverse Chronological CV: Stuck in the Past or Future-Proof?

Tips and tricks on writing a job-winning service desk analyst CV header

The CV header is the space which most recruiters would be referring most often to, in the beginning and end of your application. That is as the CV header includes your contact details, but also a headline and a professional photo. When writing your CV header:

• Double-check your contact details for spelling errors or if you've missed any digits. Also, ensure you've provided your personal details , and not your current work email or telephone number;
• Include your location in the form of the city and country you live in. If you want to be more detailed, you can list your full address to show proximity to your potential work place;
• Don't include your CV photo , if you're applying for roles in the UK or US, as this may bias initial recruiters' assessments;
• Write a professional headline that either integrates the job title, some relevant industry keywords, or your most noteworthy achievement.

In the next part of our guide, we'll provide you with professional CVs that showcase some of the best practices when it comes to writing your headline.

Examples of good CV headlines for service desk analyst:

• Senior Service Desk Analyst | ITIL Certified | Problem Resolution Expert | 10+ Years in Technical Support
• IT Support Specialist | Microsoft Certified | Desktop & Network Troubleshooting | 5 Years' Experience
• Customer-Focused Service Desk Analyst | Incident Management Professional | CompTIA A+ | 3-Year Track Record
• Junior IT Helpdesk Analyst | Keen Interest in Cybersecurity | Emerging Technologies Enthusiast | Under 2 Years' Experience
• Experienced Technical Support Engineer | Project Management | Service Improvement Initiatives | 8 Years in IT Infrastructure
• Lead Service Desk Analyst | Industry Expert in User Support | SLA Management | 12+ Years' Experience

Catching recruiters' attention with your service desk analyst CV summary or objective

Located closer to the top of your CV, both the summary and objective are no more than five sentences long and serve as an introduction to your experience. What is more, you could use either to entice recruiters to read on. Select the:

• Summary, if you happen to have plenty of relevant experience . Feature your most impressive accomplishments and up to three skills that are relevant to the job you're applying for;
• Objective, if you're just starting your career off . Provide your career goals and answer how you see the role you are applying for will match your professional growth.

Judging which one you need to add to your service desk analyst CV may at times seem difficult. That’s why you need to check out how professionals, with similar to your experience, have written their summary or objective, in the examples below:

CV summaries for a service desk analyst job:

• Seasoned Service Desk Analyst with over 8 years of experience in providing exemplary customer service and IT support within high-paced financial firms. Expert in troubleshooting software/hardware issues, managing ticketing systems, and improving response times. Proudly achieved a 98% customer satisfaction rate over the past two years.
• Diligent IT professional with 5 years of experience, pivoting into a Service Desk Analyst role, armed with a potent blend of network administration skills and a solid understanding of cloud services. Adept at technical problem-solving and eager to apply cybersecurity expertise to enhance system reliability and user support.
• Dynamic educator seeking to leverage 10 years of complex problem-solving and relationship-building skills as a Service Desk Analyst. Adept at translating technical information to non-technical users, aiming to facilitate seamless IT operations and proactive user support while expanding knowledge in cutting-edge tech solutions.
• Acclaimed customer support specialist transitioning into IT services, bringing forward 6 years of valuable experience in high-volume support environments. Possesses keen analytical skills to diagnose issues promptly and a history of advancing to team-leading roles due to exceptional service delivery and client engagement.
• As a recent graduate with extensive volunteer experience in IT support, my objective is to apply my passion for technology and strong communication skills to provide top-tier assistance. Eager to develop professionally in a dedicated analyst capacity by contributing to efficient problem resolution and high customer satisfaction.
• With a foundation in freelance IT support and a recently completed certification in network administration, my goal is to contribute as a Service Desk Analyst. Enthusiastic about joining a team where I can utilize my problem-solving abilities and commitment to delivering user-centric solutions to enhance organizational efficiency.

More detailed look into your work history: best advice on writing your service desk analyst CV experience section

The CV experience is a space not just to merely list your past roles and responsibilities. It is the CV real estate within which you could detail your greatest accomplishments and skills, while matching the job requirements. Here's what to have in your experience section:

• Prove you have what the job wants with your unique skill set and past successes;
• Start each bullet with a strong, action verb, and continue with the outcome of your responsibility;
• Use any awards, nominations, and recognitions you've received as solid proof of your skill set and expertise ;
• align your experience with the role responsibilities and duties.

For more help on how to write your CV experience section, check out the next section of our guide:

Best practices for your CV's work experience section

• Managed a high-volume service desk, successfully resolving an average of 30 tickets per day, ensuring client satisfaction and adherence to SLA targets.
• Developed comprehensive troubleshooting guides for common issues, reducing average call handling time by 15% and improving first-call resolution rates.
• Collaborated with cross-functional teams to integrate service desk support for new software rollouts, leading to a smoother transition and fewer user disruptions.
• Customised and managed ITSM tools, such as ServiceNow, to streamline ticketing processes and provide efficient and trackable support to end-users.
• Provided training sessions for junior service desk analysts, resulting in a 20% increase in team efficiency and a significant reduction in escalations.
• Adopted a proactive approach to system monitoring, identifying and resolving potential issues before they affected users, maintaining a 99% system uptime.
• Mastered remote support techniques, efficiently resolving issues for a geographically dispersed workforce and enhancing the telecommuting experience.
• Authored monthly service desk performance reports, offering insights into patterns and areas for improvement, directly contributing to strategic planning.
• Championed the adoption of a knowledge-centered support (KCS) strategy, leading to improved knowledge sharing among the team and a 30% decrease in repeat incidents.
• Served as a primary point of contact for IT support within a busy financial services firm, handling an average of 50 queries per day across various software platforms.
• Instrumental in the roll-out of a new enterprise resource planning system, leading to a 20% increase in process efficiency across all departments.
• Developed and maintained a comprehensive knowledge base, reducing repeat inquiries by 35% and improving resolution times for the service desk team.
• Pioneered the implementation of an AI chatbot, which deflected 25% of tier-one support tickets, allowing human analysts to focus on more complex issues.
• Facilitated in-depth training sessions for new service desk staff, improving the average problem-solving accuracy rate from 70% to 90%.
• Orchestrated a successful migration of the service desk ticketing system to a cloud-based solution, enhancing mobile access for the support team and reducing system downtime by 40%.
• Administered daily system checks and IT support tasks for a large telecom company, guaranteeing a 99.9% system uptime and prompt issue resolution.
• Designed custom scripts to automate repetitive service desk tasks, slashing manual workload by 30% and freeing up staff for strategic IT projects.
• Played a pivotal role in a company-wide cybersecurity awareness campaign that led to a 60% reduction in employee-related security breaches.
• Managed service desk operations for a popular e-commerce platform, ensuring support for over 200 software applications and a 24/7 uptime requirement.
• Championed a service desk initiative that focused on enhancing customer satisfaction, which saw a steady improvement from 75% to 93% over a two-year period.
• Led a cross-functional project team in the integration of a new CRM system, which streamlined customer interaction workflows and data management.
• Provided essential first-line support for over 500 end-users at a leading marketing firm, including the management of access permissions and software licensing.
• Collaborated with the IT infrastructure team on a network overhaul project that improved network performance and scalability in preparation for company expansion.
• Delivered monthly service desk performance reports to senior management, highlighting ongoing issues and providing actionable recommendations for improvements.
• Resolved technical issues for a diverse clientele in a dynamic start-up environment, achieving an average first-call resolution rate of 85%.
• Initiated a partnership with software vendors to provide timely patches and updates, minimizing potential security vulnerabilities across the company's IT landscape.
• Participated in a collaborative effort to standardize the company’s IT support procedures, contributing to a 20% increase in service desk efficiency.
• Addressed and resolved an average of 70 technical queries per day in a fast-paced retail environment, maintaining high levels of customer service and support.
• Coordinated with external vendors to ensure timely hardware replacements under warranty, reducing equipment downtime by 50%.
• Implemented a peer review process within the service desk team, which led to a continuous improvement culture and a 15% decrease in escalated tickets.
• Acted as the first point of escalation for complex service desk tickets at a multinational pharmaceutical company, successfully resolving issues affecting critical business processes.
• Spearheaded the transition to a new IT ticketing system, which improved ticket tracking accuracy and reduced average resolution time by 30%.
• Engaged regularly with the user community through surveys and feedback sessions, using the insights gained to inform continuous service improvement strategies.

Lacking professional expertise: how to write your CV to highlight your best talents

Don't count on your lucky stars when you're applying for a role, where you happen to have less (or almost none) professional experience. Recruiters sometimes do hire inexperienced candidates if they're able to present their unique value from the get-go. So, instead of opting for the traditional, CV experience section:

• List any applicable expertise you happen to have - no matter if it's a part-time job , internship, or volunteer work. This would hint to recruiters that your profile is relevant;
• Focus your CV on your transferrable skills or talents you've obtained thanks to your whole life and work experience. In effect, you'll be spotlighting your value as a candidate;
• Separate more space for your applicable academic background and certificates to show you have the technical know-how;
• Ensure that within your objective, you've defined why you'll like the job and how you'll be the perfect match for it. Always ensure you've tailored your CV to individual applications.

Looking for more good examples for your first job ? We'll show you how other candidates, with less professional experience, have created their job-winning CVs.

• CV Job Descriptions: What Are They & How to Use Them
• Promotions on CV: Where to Include Them?

If applicable, briefly mention a situation where things didn’t go as planned and what you learned from it, demonstrating your ability to learn and adapt.

The CV skills' divide: between hard and soft skills

Of course, you may have read the job requirements plenty of times now, but it's key to note that there is a difference between technical and personal skills. Both are equally relevant to your job application. When writing about your skill set, ensure you've copy-pasted the precise skill from the job requirement. This would not only help you ensure you have the correct spelling, but also pass any Applicant Tracker System (ATS) assessments.

• Hard skills show your technological capabilities. Or whether you'll be a good technical fit to the organisation. Ensure you've spotlighted your hard skills in various sections of your CV (e.g. skills section, projects, experience) by including the technology and what you've attained;
• Soft skills pinpoint your personality and people or communication skills, hinting at if you'll easily accomodate into the team or organisation. Quantify your soft skills in your CV achievements, strengths, summary/objective, and experience sections. Always support your soft skills with how they've helped you grow as a professional.

Top skills for your service desk analyst CV:

IT Support & Troubleshooting

ITSM Tools Proficiency (e.g., ServiceNow, JIRA)

Knowledge of Networking Principles

Understanding of Operating Systems (e.g., Windows, macOS, Linux)

Active Directory Administration

Ticket Management Systems

Knowledge of Cybersecurity Fundamentals

Remote Desktop Support

Microsoft Office Suite Proficiency

Basic Scripting & Automation (e.g., PowerShell, Bash)

Problem-Solving Ability

Strong Communication Skills

Customer Service Orientation

Active Listening

Adaptability

Attention to Detail

Time Management

Focus on describing skills in the context of the outcomes they’ve helped you achieve, linking them directly to tangible results or successes in your career.

Your university degree and certificates: an integral part of your service desk analyst CV

Let's take you back to your uni days and decide what information will be relevant for your service desk analyst CV. Once more, when discussing your higher education , select only information that is pertinent to the job (e.g. degrees and projects in the same industry, etc.). Ultimately, you should:

• List only your higher education degrees, alongside start and graduation dates, and the university name;
• Include that you obtained a first degree for diplomas that are relevant to the role, and you believe will impress recruiters;
• Showcase relevant coursework, projects, or publications, if you happen to have less experience or will need to fill in gaps in your professional history.

If there's a noticeable gap in your skillset for the role you're applying for, mention any steps you're taking to acquire these skills, such as online courses or self-study.

• How to Include CV Coursework on Your CV
• CV Certifications - Tips, Examples & Template to Use in 2024

Key takeaways

Your successful job application depends on how you well you have aligned your service desk analyst CV to the job description and portrayed your best skills and traits. Make sure to:

• Select your CV format, so that it ensures your experience is easy to read and understand;
• Include your professional contact details and a link to your portfolio, so that recruiters can easily get in touch with you and preview your work;
• Write a CV summary if you happen to have more relevant professional experience. Meanwhile, use the objective to showcase your career dreams and ambitions;
• In your CV experience section bullets, back up your individual skills and responsibilities with tangible achievements;
• Have a healthy balance between hard and soft skills to answer the job requirements and hint at your unique professional value.

Looking to build your own Service Desk Analyst CV?

• CV Examples

Choose the Best Layout for Your CV in 2024 with Ready-to-Use Templates

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Crafting an Effective Summary for Your CV (Examples & Guide for 2023)

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3 Service Desk CV Examples - Here's What Works In 2024

Want a service desk job then you need a cv that shows you're the one for it. in the pages ahead, i’ll guide you with examples, templates and tips that work. we’ll cover what hiring managers like me look for. let’s make sure your cv tells the right story about you, your skills, and your passion for the service desk industry..

Standing firm as the first line of defense in any IT business, the service desk role is a coveted position. It's a variety act of user support, problem puzzles, and tech tasks. These daily duties need to shine brightly on your service desk CV or resume. And yes, let's scrap the confusion early on - a CV or resume, it's the same thing in this field, just a tag-swapping trend from different parts of the world. Most folks embark on their service desk journey fresh out of school. They start as novices, learning the ropes, and with hard work begin to climb the ladder. Experiences pave the way to higher roles, and then - the mastery of the trade. Managing teams and tough tech issues become the new normal. The job landscape for the service desk is shifting fast, with a strong demand for cloud service expertise and cybersecurity skills projected in 2024. Speaking of jargon, let's talk CVs and resumes. As you surf the web, you'll notice scrambled advice - CVs are long, resumes are short! Here's the simple truth: in the service desk world, they're like twins. In fact, you could say a CV is an overseas cousin to the American resume. Unless you're in an academic or research field, keep it crisp and concise - with a 1-2 page format that's the industry gold standard. We're going to sail you through the art of crafting a standout service desk CV. Up ahead, you'll find smart 2024 templates designed to catch a recruiter's eye. But that's not all! We'll also shine a light on the top skills to display and how to list them on your CV. Trust us, it's easier than you think. So, what are you waiting for? Let's dive in!

Service Desk CV Templates

Jump to a template:

• Service Desk Analyst
• IT Service Desk Analyst
• Service Desk Technician

Jump to a resource:

• Keywords for Service Desk CVs
• Action Verbs to Use
• Related Administrative CVs
• Similar Careers to a Service Desk
• Service Desk Resume Examples

Template 1 of 3: Service Desk Analyst CV Example

As a Service Desk Analyst, you're kind of like a superhero. When IT challenges arise, you're the one who swoops in to save the day. Many businesses are shifting to digital operations, making your role increasingly valuable. In fact, the trend is toward distributed service desks, where analysts provide remote support to multiple locations. When writing your CV, consider how you can convey your proficiency in troubleshooting, problem-solving, and delivering excellent customer service in a fast-paced, dynamic environment. In today's tech-driven world, it's becoming more common for Service Desk Analysts to work with AI tools. So, highlighting your ability to adapt to new technologies and collaborate with AI-powered systems can really set you apart. It's also essential to emphasize your communication skills, as you'll often be the point of contact between the IT department and the rest of the company.

Tips to help you write your Service Desk Analyst CV in 2024

   showcase your technical aptitude.

On your CV, list specific technologies you're proficient in, like certain software or hardware solutions. As a Service Desk Analyst, you should demonstrate your ability to troubleshoot these technologies and resolve issues.

   Prove your communication skills

As a Service Desk Analyst, you'll often serve as the bridge between IT and non-IT personnel. Show instances where you explained complex technical issues in layman’s terms or mention certifications in ITIL methodologies, which emphasize effective communication.

Skills you can include on your Service Desk Analyst CV

Template 2 of 3: it service desk analyst cv example.

As an IT Service Desk Analyst, you're the frontline support for users who experience technical issues. This job requires a unique mix of soft skills and technical knowledge - you need to solve problems under pressure while providing excellent customer service. Industry trends show that there's a growing demand for analysts who can work with cloud-based systems and cybersecurity issues, so recent experience in these areas is a big plus. When crafting your CV, remember that your goal is to show potential employers that you're both a tech wizard and a dependable team player, as IT services is a customer service centric job as much as a technical one.

Tips to help you write your IT Service Desk Analyst CV in 2024

   emphasize customer service skills.

In your CV, detail any professional experiences where you demonstrated customer service skills. As an IT Service Desk Analyst, you'll be interacting with users who may be frustrated or lack technical knowledge. Show employers that you can handle these situations with empathy and patience.

   Showcase your technical certifications

Since you'll be dealing with IT issues, showcase any relevant IT certifications you have. This might include CompTIA A+ or Microsoft certification. It will reassure potential employers that you have the technical skills required to solve their IT issues effectively.

Skills you can include on your IT Service Desk Analyst CV

Template 3 of 3: service desk technician cv example.

As a Service Desk Technician, your role is all about communication and problem-solving in the tech world. It's not just about fixing computers anymore. Lately, there's a trend of service desk techs becoming the bridge between non-IT staff and the complex world of IT, which means your CV needs to show you can explain tech stuff in simple terms. Your CV should also convey that you're up to date with the latest tech solutions because the industry is rapidly evolving, and employers want someone who can keep up.

Tips to help you write your Service Desk Technician CV in 2024

   showcase your itil knowledge.

ITIL (Information Technology Infrastructure Library) is the foundation for service desk operations in many organizations, so it's essential to mention your ITIL knowledge. Put it upfront, along with any certifications you hold. Make sure to also detail how you've applied ITIL principles in your past roles.

   Detail your communication skills in tech context

You'll be the go-between for the tech and non-tech staff, which means you need to effectively communicate complex ideas in simple language. In your CV, provide examples of how you've simplified tech jargon for non-IT staff or how you've translated user issues into technical terms.

Skills you can include on your Service Desk Technician CV

Skills for service desk resumes.

When crafting a Service Desk CV, it's vital to let your skills take center stage. As the first line of defense in IT issues, showing you're a problem-solver is key. Try lining your CV with verbatim skills from the job post. Think of it as a puzzle. Your mission: make your CV match the job ad, linking every skill required with an example from your past work. Consider adding phrases like, "Troubleshot complex hardware issues using [specific software]". This shows you've got the hard skills and the know-how to tackle common tasks. Regularly reviewing your CV to make sure it’s aligned with the job you’re applying for can land you the right side of the job gatekeeper, the Applicant Tracking System. Be as clear and simple as possible. Avoid fancy terms and buzzwords. Job seekers who speak plainly often find their CVs sailing smoothly past of the automatic filters. Basically, put your skills front and center and watch your Service Desk career take off.

• Windows Server
• Service Desk
• Technical Support
• Active Directory
• Software Installation
• Virtual Private Network (VPN)
• Information Technology
• Computer Hardware Troubleshooting
• IT Service Management
• Microsoft Exchange
• System Administration
• Remote Desktop
• Incident Management
• Computer Hardware
• Troubleshooting

Skills Word Cloud For Service Desk CVs

This word cloud highlights the important keywords that appear on Service Desk job descriptions and CVs. The bigger the word, the more frequently it appears on job postings, and the more 'important' it is.

How to use these skills?

Action verbs for service desk resumes.

The core role of a service desk job is all about solving problems, managing tasks, and assisting customers. Reflect this in your CV by using action verbs that speak volumes. These zingy words can show details of your skill set in a clever yet simple way. Consider verbs like 'resolved' or 'managed.' For example, you might say 'Resolved 90% of tech issues within a three-minute window.' Maneuvering problems and reaching solutions is the heart of the job and your CV should echo that. Or you might use 'managed', as in 'Managed incoming calls while accurately logging tickets.' This shows ability to balance tasks, vital for service desk roles, in a way that's easy to understand. Get creative with these verbs; make your CV not just a list, but a story of what you can do.

• Streamlined
• Troubleshot
• Orchestrated
• Coordinated
• Prioritized
• Customized.

For more related action verbs, visit Customer Service Action Verbs .

For a full list of effective CV action verbs, visit Resume Action Verbs .

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Customer service.

Service Technician

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Service Desk CV Guide

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• Service Desk Analyst CV Example
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• Skills and Keywords to Add
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• Explore Alternative and Similar Careers
• Service Desk Cover Letter
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Service Desk Analyst Resume Sample

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Work Experience

• Develop technical documentation for other Executive IT Support staff and end users
• Works with end users over multiple contact channels to resolve incidents and answer questions
• Follows Service Level Agreements (SLA) to ensure timely resolution and proper group ownership of incidents
• Receives and fulfills requests from end users
• Identifies repetitious incidents and connects them to a problem while working to resolve and provide feedback to the root cause
• Stays current with the knowledgebase and follows the documented procedures for the quick resolution of incidents
• Participates in educational-related events to further understand and improve the support process for our Business Partners

Professional Skills

• Demonstrated verbal and written communication skills to include excellent phone etiquette, effective writing and interpersonal communication skills
• Strong communication skills, excellent organizational skills and attendance record - required
• Excellent interpersonal, written and oral communication skills; strong customer service skills
• Excellent Customer service skills Excellent written and oral communication skills
• Strong documentation skills and attention to detail. Customer Focus; demonstrating empathy with others, good listening, and questioning skills
• Excellent customer service skills, along with good questioning & listening skills
• Excellent communications skills, good time management and problem-solving skills

How to write Service Desk Analyst Resume

Service Desk Analyst role is responsible for customer, technical, interpersonal, troubleshooting, english, analytical, listening, organizational, resolve, documentation. To write great resume for service desk analyst job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Service Desk Analyst Resume

The section contact information is important in your service desk 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 Service Desk Analyst Resume

The section work experience is an essential part of your service desk 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 service desk 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 service desk analyst position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Service Desk Analyst resume experience can include:

• Documentation skills, excellent verbal and written communication skills
• Effectively communicate to peers, technicians and client using vocal, written, questioning and listening skills
• Excellent problem solving skills using judgment and experience
• Demonstrated excellent customer service and troubleshooting skills in a technical environment
• Have experience in a customer facing role and have strong customer service and communication skills
• Strong organizational skills and the ability to manage multiple business priorities and projects

Education on a Service Desk Analyst Resume

Make sure to make education a priority on your service desk analyst resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your service desk 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 Service Desk Analyst Resume

When listing skills on your service desk 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 service desk analyst skills:

• Excellent Communications Skills, good time management and problem solving skills and able to work on own initiative, multi task and deal with pressure
• Demonstrate effective soft skills, active listening skills and ability to empathize with customer’s situation
• Utilizes excellent technical and interpersonal skills as well as strong customer service skills
• Advanced troubleshooting and multi-tasking skills; ability to prioritize and manage time effectively
• Excellent communication skills with the ability to communicate effectively via documentation, telephone, and e-mail
• Intermediate level communication skills: Demonstrated ability to effectively communicate by phone or in person

List of Typical Experience For a Service Desk Analyst Resume

Experience for it service desk analyst resume.

• Interpersonal and customer service skills, with a focus on listening and questioning skills
• Driven, proactive, initiative, result-oriented, highly committed to work, good interpersonal, excellent customer service skills
• Strong interpersonal and communication skills including writing, listening, and facilitating to internal and external clients
• Technical: Excellent technical troubleshooting and problem solving skills as they relate to troubleshooting tier 1 and tier 2 issues remotely and locally
• Excellent customer service skills including being proactive, courteous, and approachable while maintaining composure in tense situations
• Establish effective strong, effective working relationships with users, clients, vendors and other staffing resources

Experience For Service Desk Analyst Resume

• Skills: Skill in connecting and maintaining Workstation and Network equipment
• Strong troubleshooting, multi-tasking, organizational and time-management skills
• Strong skills in customer service, relationship building and communication at all levels
• Detailed knowledge of PC related hardware with excellent hardware and software troubleshooting skills
• Good complaint handling and customer service skills
• Strong decision making skills with the ability to provide timely and accurate follow-up
• Demonstrates constructive problem-solving skills both individually and as part of a team
• Good problem-solving skills and a logical thinker
• Highly dependable, good time management skills and self-motivated
• Proven ability to operate in high pressure situations and successfully handle multiple priorities
• Excellent written & verbal communication skills. Fluency in Italian is beneficial but not essential
• Possess excellent interpersonal and communication skills including liaising with personnel at all levels
• Excellent customer support/service skills
• Excellent communication skills with ability to present technical concepts in common language
• Proven ability to use time effectively AND efficiently
• Exhibit strong incident remediation skills
• Excellent written and verbal communications skills with an emphasis on communicating technical information to a wide range of end-users
• Excellent communicational skills, verbal and written
• Good Customer Service skills with both internal and external contacts
• Excellent communication skills in Mandarin and English language
• Multi-task in a team environment with excellent communication and organizational skills
• Effectively prioritize and execute tasks in a high-pressure, team environment
• Excellent communication, customer service, problem solving and interpersonal skills
• Excellent communication, technical documentation, and analytical problem-solving skills
• Excellent PC skills including knowledge of MS Office, Outlook and SharePoint technologies and other common desktop applications
• Performs total call ownership - good time management and follow up skills
• Excellent customer service skills, able to develop real rapport with our colleagues
• Strong communication skills and able to provide technical support over the phone
• Good relationship management and social skills
• Demonstrated ability to effectively communicate with both business and IT customers
• Using scripts and personal skills and knowledge to resolve incidents at 1st line
• Outstanding communication, interpersonal skills and ability to interact with all levels of an organization
• Amazing customer service and communication skills
• Using negotiation and influencing skills to get things done where a direct reporting relationship does not exist
• Responsible for personal development including keeping up to date with all training material provided and ensuring training is reflected in the skills matrix
• Understands and meets expectations for all calls including opening, problem solving, customer service skills, and call closing
• Effectively communicating, managing and escalating issues
• Strong experience with and able to support operating systems, including Windows 7 and 10, Mac and Android systems
• Proven understanding of Microsoft Windows operating systems (Solid)
• Experience supporting end-users in a professional environment, experience within a law firm setting is ideal
• Problem solving skills and quick and decisive decision making
• Multi-tasking, planning and coordination skills
• Technical support experience with demonstrated competency using help desk call tracking software
• Prior experience of using IT Service Management ticketing systems
• Prior experience providing outstanding customer service and desktop support in a timely manner
• Experience working in a related IT environment or providing strong Customer Service to internal or external customers
• 3rd line Networking/Server skills being beneficial but not essential
• Communicate effectively via documentation, telephone, and e-mail; and with customers and peers in varying roles
• Analytical problem-solving skills to follow an incident or problem through to resolution
• Basic IT Knowledge & IT Troubleshooting Skills
• Proven experience with Data Cabling / Computer Facilities maintenance
• At least 1-year prior experience with IT Ticketing Systems
• At least 1-year prior experience working on laptops, desktops & tablets
• Work independently, take initiative, set priorities and see projects through to completion, meet deadlines and respond to changing priorities
• Effectively communicate, both verbally and in writing, and follow written and verbal instructions
• Use online tools effectively (WebEx, Network Streaming)
• Skills supporting a highly distributed and mobile customer environment

List of Typical Skills For a Service Desk Analyst Resume

Skills for it service desk analyst resume.

• Strong oral, written, and interpersonal communication skills to work effectively with internal and external customers
• Customer-oriented skills (ability to listen), sense of service, good interpersonal skills with internal and external customers
• RF experience desirable. Proven ability to multi-task. Strong interpersonal and communication skills
• Excellent interpersonal ,Analytical thinking, planning and good presentation , along with the reporting skills
• Work calmly and effectively in pressure situations and manage time effectively in a changing environment
• Experience working with ticket management – demonstrated skill in the effective documentation and management of work-through service request software
• Multi-task oriented -Exceptional interpersonal skills with the ability to communicate effectively, both written and verbal

Skills For Service Desk Analyst Resume

• Demonstrate the ability to operate effectively
• Excellent customer service skills and strong work ethic/diligence
• Understand and have experience of IT support / service delivery processes, or have a true interest in gaining those skills and experience
• Effectively identify, possess strong analytical and reasoning capabilities, and develop strong logical and analytical decisions
• Accurate and thorough in listening skills, documentation and customer service skills
• Exceptional telephone soft skills and above average typing skills
• Proven interpersonal, verbal, and written communication skills (Solid)
• Strong interpersonal communication skills that demonstrates an ability to adapt to difference situations with ease
• Maintains and demonstrates excellent teamwork skills during brainstorming and collaboration meetings
• 6 months to 1 year work experience appreciated  Strong Windows OS and MS Office skills
• Analytical skills (ability to analyze and synthesize), team-player , manages time and workload effectively
• Excellent organisational skills – able to plan and prioritise
• Verbal communication skills and ability to convey information clearly and effectively
• Strong analytical skills and proven ability to solve problems
• Effective prioritization skills and the ability to execute tasks in a high-pressure environment
• Demonstrate strong team work ethics, working effectively with all other members of the team to achieve the required levels of support to the business
• Good English level (Good verbal and written communication skills)
• Strong customer focussed approach with excellent troubleshoots skills. With a desire to exceed customer expectation and be a true ambassador of IT
• ) Strong organization and documentation skills (creating tickets in Remedy & tracking and monitoring those tickets)
• Excellent Communication skills including; written, verbal, and active listening
• Strong technical and problem solving skills capable of quickly adapting to new technologies
• Strong listening and problem solving skills are critical
• Excellent problem solving skills and inherent decision-making ability
• Good time management skills, working to deadlines and adhering to set procedures
• Excellent interpersonal and relationship-building skills with clients and vendors
• Proven skills in Mac and PC repair, troubleshooting, deployment, and liquidation
• Excellent written and verbal communication skills with a focus on providing clear documentation
• Excellent listening skills with an ability to listen and explain solutions to non-technical users
• Demonstrates astute critical thinking skills by
• Excellent communication (written/verbal) and listening skills
• Display a commitment to quality, strong multi-tasking skills and an aptitude for leadership
• Very good communication skills in writing but particularly verbal
• Strong skills in customer service, relationship building and communication – at all levels
• Good organizational, facilitation and problem solving skills
• An understanding of Office 365 and strong technical skills in Desktop Applications
• Experience with basic front-line support and troubleshooting skills, Active Directory account admin, remote tools, MS Office, and Outlook
• Excellent problem solving skills and ability to multi-task
• Technical troubleshooting abilities and excellent customer service skills
• Good communication and presentation skills The ability to empathise with schools staff at all levels
• Personable and effective communication skills, able to impart instructions clearly and concisely
• Excellent written/verbal communication, technical documentation and problem-solving skills
• Proven customer focus and service skills with an enthusiasm for technology
• Strong time management, organisational & attention to detail skills
• Good interpersonal and customer relations skills
• Eager to develop skills and experience
• Excellent communication skills necessary to communicate within diverse workforce
• Demonstrate skills of setup and use with Virtual Machines
• Works effectively in a team environment and diversely skilled users
• Friendly presence, helpful attitude, and self motivated with demonstrated interpersonal skills
• Strong technical skills and the ability to learn and apply new technologies
• Position requires individual to have strong interpersonal skills, initiative and discipline
• Excellent interpersonal skills and the ability to interface with internal/external customers, vendors, management etc
• Work effectively in an environment with competing demands and priorities,
• Effective communicate skills
• Confident phone manner and strong written communication skills
• Strong analytical troubleshooting and PC skills
• At least 1-year working experience in IT related 1st line support experience or customer service experience
• Strong multitasking skills (listen, speak, document simultaneously)
• Solid communication, documentation and problem-solving skills
• Identify and effectively prioritize situations requiring urgent attention
• Strong analytical and problem solving skills, consistent follow-through to assure problems are resolved and communicated to customers
• Strong incident-resolution, problem-solving and technical skills
• Effectively prioritizing calls to ensure those that have greatest impact on the business are resolved first
• Good knowledge of PC skills including windows and Microsoft office products
• Possess good communication and negotiation skills, and are fluent in English
• Have excellent customer service and interpersonal skills and can apply those through telephone, mail and chat etiquettes
• Excellent customer service skills – telephone, face to face, email

List of Typical Responsibilities For a Service Desk Analyst Resume

Responsibilities for it service desk analyst resume.

• Has a strong ability to effectively troubleshoot mobile devices including but not limited to Android, iPhone, and iPad
• Strong technical skills with Microsoft Windows (all versions), MS Office Suite, email and web clients, antivirus software, and imaging software
• Excellent communications and interpersonal skills; professional telephone demeanor
• Adept at interpreting and conveying soft skills
• Proficient communicator (written and verbal) o Adept at interpreting and conveying soft skills
• Prior experience working with POs
• Service Desk Experience: 2-3 years’ experience in a technical help desk environment supporting a large corporate customer base

Responsibilities For Service Desk Analyst Resume

• Excellent Service Desk experience, ideally in a multi- tiered enterprise environment supporting at least 4000 users
• Excellent experience in the following: Active Directory, Microsoft Exchange 2007, Virtual Desktop Interface (HVD), Internet Browsers, remote access
• Incident Management Ticketing System entry experience Min 2-3 yrs. Experience
• High Volume Support experience handling 25- 40 calls daily – min 2-3 yrs. Experience
• Appropriate valid driver’s license and a good driving record
• Frequently stands walks, requires manual and bi-manual dexterity, fine and gross motor skills, eye/hand coordination, hearing and speech
• Technical support skills in supporting Active Directory, Microsoft Office, Exchange, Lotus Notes, Citrix, Mobile Devices and Microsoft operation systems
• Resolve incidents/problems efficiently and effectively, recognizing customers competence levels, and able to approach each level appropriately
• Proven experience in a Service Desk or IT and/or customer facing environment
• A strong technical aptitude with a good understanding of the Optus network
• Good hands on experience in ticketing tools
• Analytical problemsolving skills
• Demonstrated experience with call tracking systems
• Listen and question callers effectively to accurately identify the problem being reported
• Effectively communicate training and support needs
• Proficient with MS Office: Word, Excel, Outlook, PowerPoint Critical thinking skills
• Communicate effectively with clients (both written and verbally), including the ability to translate technical issues into non-technical terms
• Entry level technical knowledge + troubleshooting skills
• Typically has 5+ years of IT work experience, with at least 1 year of experience working within an Enterprise Service Desk
• Good general understanding of the Internet and experience in its use
• Experience of support tools – PC anywhere, Bomgar, SCCM,CA USD or relevant Helpdesk system experience
• MCSE, MCSA or MCTS, or equivalent qualified with at least two year’s proven work experience
• Proven ability to pro-actively manage own workload, plan and prioritise to meet deadlines
• Utilizes SCSM application to effectively and efficiently manage ticket queues
• To possess first class technical knowledge and demonstrate excellent customer service
• Proven relevant experience in a 1s t /2nd line support role
• Effectively work under pressure with a minimal amount of supervision
• Proven relevant experience in a 1st /2nd line support role
• Understanding of call handling, prioritisation and call escalations
• Seeking support from the Service Desk Lead and/or Supervisor for overdue incidents, or where more experience is required in resolving a call
• Ensuring the correct priority is given to incidents
• Understanding of ITIL - Service Levels, Incident categories and priorities
• Completing ticket information and establishment of criticality and prioritization of request
• Existing level 1 experience
• Having knowledge and experience in the areas of problem determination, creative solutions, and analysis (Problem / Incident management)
• Experience handling multiple issues and incidents at one time and responding to them in a timely manner and tracking to resolution
• Experience in using and supporting the following technologies within an enterprise environment
• Effective, logical problem solving abilities, capable of using initiative to provide a solution to recurring problems
• Experience troubleshooting and resolving end user hardware, operating systems, and software related problems
• Experience of using call logging / incident handling software
• 3)Experience with active directory(specifically for performing password resets and adding/removing users)
• Good working knowledge and understanding across a wide range of technical areas, such as Windows operating systems, network functionality, mobile devices
• Good understanding of core information technologies – servers, networking, DNS, mail transport, HTML, TCP/IP and network file systems
• Experience troubleshooting network connectivity, including LAN, broadband and VPN, 802.11 wireless and cellular-based internet services (such as MiFi)
• Incident Management experience - Managing incidents including business expectations and communication
• Able to demonstrate a methodical approach to problem solving and troubleshooting
• Experience in communicating with, and managing incidents within internal/external technical resolver groups
• Experience of working in a client facing IT environment
• Experience supporting & troubleshooting Azure Active Directory, Office 2016, Office365, mobile Office 365, Outlook/Exchange, and Windows 10
• Experience communicating verbally and in writing with peers, management, contractors, and vendors
• Experience repairing/replacing system peripherals
• Experience using MS Office Suite including Word, Excel, PowerPoint, etc
• Experience using trouble ticketing software
• Experience performing in an operation center environment using collaboration and ITSM tools such as BMC Remedy, ServiceNow,
• Experience using a helpdesk / ticketing system and workflows
• · Experience working in an ITIL environment and adhering to strict SLA’s
• Any combination totaling two (2) years of experience from the following categories
• Experience supporting & troubleshooting Azure Active Directory, Office 2016, Office365, mobile Office 365, Outlook/Exchange, Windows 10
• Any combination totaling four (4) years’ experience from the following categories
• Experience troubleshooting and resolving basic network and server access problems for end users
• Experience with Microsoft technologies including Windows 7/10 Operating Systems, Microsoft Office/Office365, and Intune
• Able to deal with ambiguity and changing priorities. Manage and coordinate workloads individually and utilising resource from other teams
• Any combination totaling six (6) years of experience from the following categories

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Service Desk Analyst Resume Samples

A Service Desk Analyst is an IT professional who supports in resolving issues pertaining to software and hardware. The common job description includes tasks like – responding to users inquires, assessing problems and issues, helping users with their problems, and working closely with the IT department to provide assistance. The Service Desk Analyst Resume also mentions the following duties – handling incoming queries, resolving issues , managing the flow of support requests, determining the scope of support requests, resolving IT support requests , escalating advanced cases, maintaining a record of each service, performing system testing and updates; and maintaining IT documentation .

To provide such technical support to the organization, the company will look forward to such skills as – excellent technical and computer skills, knowledge of installation, peripherals, and software; ability to understand the history of hardware and software issues; and time-management skills. Job applicants interested in this field tend to have an education in computer-related fields.

• Resume Samples
• Service Desk Analyst

Service Desk Analyst Resume

Objective : To secure a position that will allow me to utilize my skills and experience to benefit a growing company.

Skills : Microsoft Office.

Description :

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

IT Service Desk Analyst Resume

Objective : Service-oriented, hands-on Technical Support with excellent communication and leadership skills. Strong track record of responsive and respectful service, cost-conscious service-level maintenance, and empowering IT team leadership. Proven ability to understand an organization's critical support requirements, identify deficiencies and opportunities, and develop innovative solutions for increasing IT reliability.

Skills : Management, Networking, Technical Support, Telecommunications.

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

Service Desk Analyst I Resume

Headline : Service Desk Analyst position in a reputed firm. Ability to analyze and resolve support requests, from the end users. Ability to troubleshoot from different perspectives.

Skills : Microsoft Office, Windows XP, Vista, 7,10.

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

Sr. Service Desk Analyst Resume

Summary : Monitor various networks for availability and connectivity, respond to alarms following established procedures and provide emergency operations support, including making severe weather announcements.

Skills : Microsoft Windows.

• 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.
• Uses the appropriate CTI categories for logging incidents and requests.
• 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.
• Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
• Analyzes and resolves incidents and requests regarding use of application software or hardware.
• Logs and tracks incidents and requests from identification through resolution.
• 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.
• Documents resolutions and updates self-help and staff knowledge bases.

Service Desk Analyst II Resume

Objective : A dedicated and proactive IT professional who fosters a positive team environment. Goal-oriented self-starter who is motivated to succeed. Ability to multi-task and juggle competing priorities utilizing critical problem-solving skills, and ability to work both independently and as part of a team. Excellent communication skills. Resilient and results-oriented, geared toward efficiency,.

Skills : Citrix, Active Directory, Remedy, Linux, Windows 7, Vmware.

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

Service Desk Analyst III Resume

Summary : Over 15 years in customer service, sales, hospitality, IT support and supervisory/management. Excellent communication skills both written and verbal. Familiar with all computer technology including Apple iOS, OSX software.

Skills : Applied experience developing/implementing java & web.

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

Jr. Service Desk Analyst Resume

Objective : Seek an entry level position within the IT field. As well as inquire recognition within a company to utilize my skills and to acquire knowledge and growth to make a contribution to a company.

Skills : Experienced CSR, Good Oral/Written Communication.

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

Lead Service Desk Analyst Resume

Objective : To be a major contributor to your company where I can utilize and continually improve my communication, technical/customer support, administration and troubleshooting abilities.

Skills : Microsoft Office, Windows, Jabber, Citrix.

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

Service Desk Analyst/Network Engineer Resume

Objective : Customer focused for the last 15 years of work history. That experience has helped me develop relationships with people and businesses alike. I am actively seeking to become part of a Human Resources team to enhance my skills to enhance the team.

Skills : Ms Office Suite.

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

Service Desk Analyst/Specialist Resume

Summary : IT contracting field, and provided with opportunities to learn a wide variety of skills, from software and hardware diagnosis and repair to system administration. Looking for a position with IT industry and find challenges which allow me to expand my skill set.

Skills : Proficiency in customer relationship management (CRM) and task management software.

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

Service Desk Analyst Head Resume

Objective : Provided IT support and customer service to SAIC's government contracts. Prior to working for SAIC, spent 1 year performing system administration duties for a medical office. I specialize in education, training, outage management, escalations, and problem solving with extensive experince with Active Directory, VPN, Novell, Mainframe, Remedy, Anti-Virus, Windows, and web support.

Skills : Outlook, VPN, VPN, Documentation.

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

Summary : To obtain a position that utilizes my technical skills & furthers my career in a Desktop Support, System Administration, Help Desk, Computer Support Specialist or any other Technical Support type role.

Skills : Microsoft Windows 7, Microsoft Office 2010, Network Troubleshooting, Lotus Notes, Active Directory.

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

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