Help Desk Analyst Resume

Help desk analysts are the customer support personnel whose role is to solve technical issues end users are facing. In addition to solving problems, they also assist clients in connecting with intensive IT support. They handle inquiries through phone calls, emails, and chat tools. They may work at Tier 1 to Tier 2 based on their experience. If the person is a Tier 2 analyst, he has to handle more complex issues related to systems and applications. They can take the leverage of deciding it the issue has to be escalated to requires generation of work order ticket. Beside helping clients, these help desk analysts will also help employees in resolving hardware and software problems. They can also access client's computer or employee's computer remotely to understand problems better and provide right type of solutions. If the problems cannot be solved over the phone, he has to visit the client or the employee's work station to complete the job.

Sample Help Desk Analyst Resume

Charles R. Otte
2104 Meadowview Drive
Waynesboro, VA 22980
Phone: 540-817-3494
Email: crotte@example.com

Career Objective:

Looking for a help desk analyst position with “Fisher Technologies,” and provide solutions to minor and complex technical problems faced by clients either through phone calls or personal visits.

Summary of Skills:

Experienced in troubleshooting software, hardware, and network issues
Ability to interact with customers diplomatically and guide them with hardware and network configuration
Experienced in assessing and identifying customers' problems and finding solutions
Detail-oriented, and highly energetic with good communication and interpersonal skills
Proficiency with Microsoft Windows, Virtual Private Network, Office 365 and Outlook, and Automatic Call Distribution technology
Expert in generating and completing work order ticket efficiently

Work Experience:

Help Desk Analyst
Safe Data Inc., Waynesboro, VA
October 2014 - Present

Analyzing client's problems and providing instant and long-lasting solutions on hardware, software, and network issues
Installing and upgrading hardware and software and configuring systems and applications
Performing preventive maintenance at clients' offices as well as at company
Creating login IDs and password for employees to access work stations
Recording, tracking, and documenting problem-solving process
Preparing shift handover reports and updating daily status reports

Help Desk Analyst
Perfect Technical Solutions, Waynesboro, VA
February 2013 - September 2014

Provided Tier 1 and Tier 2 technical support to clients on software and hardware issues
Researched and recommended installation of advanced applications and anti-virus software
Maintained end-users work stations, laptops, and electronic devices
Prioritized and escalated problems to Tier 3 level and followed up with solutions
Worked on a ticket systems and tracked help desk requests
Visited employee's work stations, analyzed root cause of problems, and delivered solutions

Education:

Bachelor's Degree in Computer Science
ABC University, Waynesboro, VA
2012

Reference:

On request.