Desk Analyst Resume Samples

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FH
F Hand
Felicia
Hand
50896 Grimes Greens
Chicago
IL
+1 (555) 999 8002
50896 Grimes Greens
Chicago
IL
Phone
p +1 (555) 999 8002
Experience Experience
Philadelphia, PA
Junior Service Desk Analyst
Philadelphia, PA
Smitham Group
Philadelphia, PA
Junior Service Desk Analyst
  • Make an impact to your co-members at CGI
  • Problem analysis
  • Accurately and clearly document all customer interactions within a ticketing system, follow established call handling and work flow processes
  • Respond to requests for technical assistance in person, via phone or electronically
  • Diagnose and resolve technical hardware and software issues
  • Follow standard help desk procedures
  • Log all help desk interactions
Detroit, MI
Tier Service Desk Analyst
Detroit, MI
Kerluke, Jaskolski and Balistreri
Detroit, MI
Tier Service Desk Analyst
  • Actively contribute to ongoing process improvement, problem resolution and work flow improvements
  • Collaborate with the team to identify inefficiencies and create opportunities for improvement
  • Provide configuration management support for company applications and automated processes
  • Collaborate with development staff to recreate problems in the test environment
  • Provide exemplary customer service while providing technical support and troubleshooting technology issues with employees
  • Provides phone and email support to users in the areas of e-mail, directories, standard Windows desktop applications and applications developed or deployed under this contractor or predecessors
  • Collaborates with peers, Service Desk Leadership, Administrators, Department Managers, analysts and engineers regarding reported issues
present
Boston, MA
Associate Service Desk Analyst
Boston, MA
Blanda, Terry and Hammes
present
Boston, MA
Associate Service Desk Analyst
present
  • Provides first-line technical support when handling calls, in order to provide time-of-call resolution to less complex calls whenever possible
  • Provides first-line technical support when handling calls, in order to provide time-of-call resolution to calls whenever possible
  • Modification of configurations, utilities, software default settings, etc. for workstations
  • Assist in the maintainence of the Service Desk Knowledge Base
  • Assist with testing of new applications and updates to both software and hardware systems
  • Interact with all levels of staff and management throughout each segment of the business
  • Provides an ad-hoc service to users of all computer systems, troubleshooting and resolving systems problems
Education Education
Bachelor’s Degree in Finance
Bachelor’s Degree in Finance
Central Michigan University
Bachelor’s Degree in Finance
Skills Skills
  • Knowledge of mortgage products and ability to research investor policies and guidelines
  • Ability to manage multiple functions simultaneously with limited supervision and within a compressed timeframe
  • Excellent oral and written communication skills
  • Proficiency in Microsoft Office (Excel, Outlook, Word)
  • Strong customer service skills
  • 9:00 AM – 5:30 PM EST or 9:30 AM – 6 PM EST
  • Advanced math skills
  • 10:00 AM- 7:00 PM EST
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15 Desk Analyst resume templates

1

CIB Credit Trading Desk Analyst Resume Examples & Samples

  • Perform credit analysis on a multitude of credits across the Loans, High Yield, Distressed and Portfolio Financing groups
  • Create financial models, one-page credit overviews, and actively follow news headlines and financial reports for of a large group of credits
  • Work directly with the Portfolio Financing team to approve, reject and monitor credits for the various financing facilities
  • Work with senior desk analysts to help position traders, give credit presentations to educate the salesforce, and speak to clients on desk views
  • Good understanding of capital markets
  • Understanding of businesses in multiple industries and can analyze the underlying fundamentals that drive cash flows
  • Have a good understanding of accounting
  • Able to dissect an income statement and understand the relationship between Revenue, Gross Profit, EBITDA, Free Cash Flow, Maintenance CapEx, Growth CapEx
  • Understanding of loan credit agreements, covenants, and priority of collateral (1st lien, 2nd Lien, Senior Unsecured, Junior Unsecured, Equity)
  • 1-3 years in banking (SLF, Credit), or credit publishing research
  • Preferably ranked “E” or “M ”
2

Treasury Funding Desk Analyst Resume Examples & Samples

  • Unsecured funding execution and structured notes product approval, funding, pricing, documentation and booking
  • Understand and be comfortable working with debt structuring and pricing models, particularly with regards to structured notes
  • Interest in options pricing and structuring concepts
  • Identify and quantify primary and secondary liquidity risks (e.g., correlation, collateral, variable maturity) arising from the issuance and hedging of debt
  • Monitor and report on the Firm’s long-term debt activity, ensuring that changing trends are identified and reported to Treasury senior management
  • Maintain a close working relationship with other groups within Corporate Treasury, as well as with Sales and Trading, Structuring, Market Risk, Controllers, Legal, Tax, and Operations.*LI-FH1
  • Bachelor's degree or equivalent with prior functional experience in Finance, Trading and/or Capital Markets
  • Excellent verbal and written communication skills; general ability to express clearly and concisely ideas and concepts in written and oral form
  • Ability to develop rapport/credibility with diverse groups; must be comfortable interacting with and presenting to management
  • Inquisitive and pro-active mind set with strong critical thinking skills
  • Self-motivated with high personal standards for quality of work
  • Can work productively in a team-oriented environment with competing priorities
  • Comfort/interest in derivatives and debt products/pricing models
3

Mortgage Resource Desk Analyst Resume Examples & Samples

  • Provide phone based support using an AVR or other automated queuing phone system. Answer calls as they are queued in the system
  • Log calls into automated AVR system/database to insure proper accounting of call volumes and times. Maintain accurate records and calls logs for management reporting
  • Within appropriate timeframes, answer userÆs inquiries via telephone concerning loan structuring, underwriting questions, product inquiries or general mortgage sales/fulfillment questions. Recommend actions and solutions to meet customer needs
  • Perform triage of incoming calls and exercise appropriate judgment in escalating problems of a more complex nature to more senior staff
  • Review declined loans. Review work and decisions made in the affiliates and determine feasibility of re-activating loans based on underwriting and FHA guidelines
  • Interface extensively with end users, management, Product, and Secondary Marketing in the resolution or escalation of more complex issues
  • Instruct end users in the use of automated tools, Unifi, product guides or reference materials
  • Utilize all systems in place, including automated underwriting to determine underwriting feasibility based on customer phone calls, questions and inquiries
  • Must be able to underwrite conventional, portfolio loans, and FHA/VA loans, although the role will not have specific responsibility for the actual underwriting approval
  • Meet expected service levels related to deal desk Service Level Agreements (SLAs)
  • Update information on processing and underwriting systems to verify, add, delete or waive conditions
  • Contact Loan Originators and Fulfillment staff with follow-up information on customer requests if the issue cannot be solved immediately via the phone
  • Insure advice, counsel and direction given to customers meets Fifth Third quality, risk and compliance guidelines for Residential Mortgage
  • Maneuver in Unifi to analyze proposed deals and customer questions
  • Attend required training related to risk and compliance
  • Demonstrate leadership skills as a team player by providing superior customer service, being flexible and approachable
  • Serve as an intermediary for loan issues between sales and fulfillment in the field
  • Participate in ongoing efforts to improve customer service for internal and external customers
  • Maintain knowledge of Fifth Third Mortgage Company policies and procedures in addition to private investors, government investors and portfolio Credit Policy and Guidelines
  • Four-year degree or equivalent experience required
  • Must have three to five years experience in Mortgage underwriting
  • Must be Direct Endorsement (DE) certified and able to perform FHA/VA underwriting
  • Knowledge of financial analysis techniques
  • Strong PC skills (MS Office) required, must have experience with Mortgage origination systems, platforms tools and technology
  • Ability to make decisions in a time sensitive manner
4

Control Desk Analyst Resume Examples & Samples

  • Fully bilingual English/Spanish (Professional Level)
  • Previous Job Experience: .2 years of Call Center with understanding of the principals and practices related to call center staffing and scheduling or 2 years of related job experience
  • Technical Knowledge of PC software, with strong knowledge of Microsoft Excel and Word and good knowledge of Access
5

Trade Desk Analyst Resume Examples & Samples

  • Answering questions and providing solutions pertaining directly to the compliance application within Bloomberg AIM
  • Presenting and coordinating training for different business units within AIM
  • Direct client interaction, working closely with Compliance Officers, Portfolio Managers, Traders, and Middle/Back-Office professionals at Buy-Side firms and Hedge funds
  • Minimum of 2 years of Compliance, audit or industry-related experience
  • Knowledge of Global compliance laws and regulations (eg-UCITS, 1940 Act, etc.)
  • Familiarity with investment manager guidelines and language used in investment manager agreements
  • Experience with compliance monitoring systems such as Charles River, Black Rock Aladdin, Latent Zero, Linedata, etc. and/or Mutual Fund Compliance and Risk Monitoring experience is a plus
6

Mortgage Resource Desk Analyst Resume Examples & Samples

  • Within appropriate timeframes, answer user#s inquiries via telephone concerning loan structuring, underwriting questions, product inquiries or general mortgage sales/fulfillment questions. Recommend actions and solutions to meet customer needs
  • Consumer Lending credit authority is commensurate with consumer lending authority guidelines and business need
  • Direct Endorsement (DE) certification and able to perform FHA/VA underwriting, preferred
  • This position requires S.A.F.E. Act registration at the time of employment through the Nationwide Mortgage Licensing System (NMLS). The NMLS web site (mortgage.nationwidelicensingsystem.org) provides the MU4R questions and registration requiredforemployment in this position
7

Bid Desk Analyst Resume Examples & Samples

  • Develop pricing that is aligned with the direction of the organization
  • Contribute to the development of analysis tools and exception processing
  • Insure the integrity of special pricing and terms against internal audit standards
  • Co-manage equipment allocation—prioritization of constrained products for USSP customers
  • Contribute to the USSP forecasting process by applying knowledge of upcoming opportunities
  • Participate with the field Major Account Directors and/ or CBMs in sales and support strategizing for USSP most significant customers and opportunities
  • Strong business experience leading to balanced judgment, especially under intense pressure
  • Financial training—fundamentals of profit analysis, spreadsheet analysis, modeling
  • Sales experience or strong aptitude leading to understanding of major customer sales scenarios
  • Creative thinker leading to the packaging of viable alternative solutions
  • Exposure to and sensitivity to legal and accounting standards
  • Ability to work outside the box and take calculated risk with little management intervention
8

Aim-trade Desk Analyst Resume Examples & Samples

  • Application troubleshooting and resolution through interaction with Bloomberg's R&D team
  • Influencing the direction of our product by providing feedback to Bloomberg's business managers on product enhancements
  • Compliance, audit or industry-related experience
  • Compliance and/or trading desk support experience preferred
  • Knowledge of Bloomberg AIM is a plus
  • Demonstrate superior customer service and product knowledge
9

Global Renewal Deals Desk Analyst Resume Examples & Samples

  • Partner with different organizations and collaborate on maintaining an efficient deal flow for all organizations in order to enable deal execution
  • Enforcement of company’s policies and procedures
  • Review of deal documentation to accomplish detailed understanding of deal structure and request
  • Manage, protect and grow the existing install base with a tenacious focus on customer loyalty
  • Provide advice and guidance on creative deal structures with non-standard features
  • Work with Process Managers to ensure deal processes are documented and maintained
  • Ability to summarize and simplify complex deal information and communicate it to different groups
  • Support process definition and new systems implementation
  • Develop and manage key operational reports to monitor and manage operations
10

Desk Analyst Resume Examples & Samples

  • Provide general market color without reference to particular financial instruments or transactions to offshore personnel to the extent generally disseminated to onshore personal as well
  • Provide purely historical data to offshore personnel with the respect to particular financial instruments to the extent specifically requested by offshore personnel and without providing any ideas, suggestions, advise recommendations of any kind either concurrently or otherwise
  • Improve desk infrastructure
  • Review and comply with Firm Policies applicable to your business activities
  • Escalate operational risk loss events, control deficiencies and risks that you identify to your line manager and the relevant risk and control functions promptly
11

Distressed Debt Desk Analyst Resume Examples & Samples

  • Fundamental credit analysis of distressed credits across varying sectors
  • Prepare detailed internal materials (models, write ups, etc.) supporting trade ideas and other analysis
  • Establish relationships and interact frequently with internal colleagues (analysts, sales, traders, etc.) and buy side clients to convey ideas & views from the analysis
  • Assist senior team members in preparing group related materials (business plans/strategy, quarterly reviews, etc.)
  • Actively contribute to team & division’s recruiting efforts
  • 3-5 years in an analytical position within corporate finance (investment banking, equity research, etc.)
  • Self-starting team player
  • Exceptional attention to detail and strong organizational skills are essential
  • Strong interest and curiosity in the financial markets
  • Deep understanding of corporate finance (capital structure, accounting, financial modeling)
  • Ability to multi-task in a timely & effective manner
  • Proficiency in MS Office and related applications (Word, Excel, PowerPoint)
12

IT Application & Data Service Desk Analyst Resume Examples & Samples

  • Provide LOB users with first and second level support for questions or issues regarding automated systems
  • Ensure proper documentation of incoming calls and events by providing accurate customer data and detailed problem description and resolution utilizing bank supported issue tracking software
  • Responsible for daily tasks and/or required maintenance (if applicable) for all LOB applications
  • Provide support and training to IT ADS Service Desk Analyst I resources
  • Take ownership of service tickets and ensure appropriate follow-up
  • Populate knowledge based service desk systems with problem resolution tips and best practices (if applicable)
  • High School diploma or equivalent education and related training
  • Ability to effectively plan, prioritize and organize
  • Previous experience/proficiency using Microsoft software (Microsoft Office, Windows Operating Systems, Outlook, and Internet Explorer)
  • Consistent superior productivity at IT ADS Service Desk Analyst I position
13

Trading Desk Analyst Resume Examples & Samples

  • Create daily product pricing rate sheets
  • Run intraday risk position analysis and hedge risk as appropriate
  • Maintain and improve pricing and risk engines
  • Maintain warehouse lines and custodial accounts
  • Analyze and sell eligible loans to their best price execution
  • Facilitate and reconcile TBA/MBS settlements
  • Create and maintain counterparty relationships
  • Bachelor’s degree in Finance or other mathematical based background required
  • 1-2 years of mortgage industry experience required - secondary marketing preferred
  • Knowledge of mortgage industry concepts and terminology
  • Proficient in Excel, SQL, and Access
  • Experience with Tradeweb, Bloomberg, Compass or similar risk engine a plus
  • Experience with rules engines, data mining, and programming a plus
  • Strong analytical and critical thinking skills
  • Ability to succeed in a fast paced, changing environment
  • Must be organized, detail oriented, and have the ability to work independently and as a team
14

Financial Credit Desk Analyst Resume Examples & Samples

  • A fast-paced and intense environment requires an aptitude for analyzing and interpreting often complex information in a timely manner
  • Possess a strong understanding of the financial services industry and global capital markets products
  • Ability and willingness to service a wide dynamic range of FA and client sophistication
  • Proficient Microsoft Office skills
  • Demonstrate strong time management/prioritization skills and solid judgment
15

Emerging Markets Credit Desk Analyst Resume Examples & Samples

  • Identify EM credit trade ideas for internal distribution and interact with the top branch system Financial Advisors
  • Communicate trade ideas in written, verbal, and video form to Financial Advisors
  • Collaborate with internal EM fixed income sales desk to analyze and assess the risk of the positions currently held in client accounts
  • Consult with internal EM and US fixed income sales desk on positioning EM credit trade ideas given market conditions, firm strategy and outlook, and to provide context for financial credit against a broader market backdrop
  • Collaborate with Wealth Management Research, Fixed Income Research, Institutional Fixed Income analysts to source trade ideas and develop content
  • Partner with EM traders to identify trade opportunities and manage risk in the principal trading books
  • Possess a strong understanding of the Emerging Markets, with a particular focus on Latin American sovereign and corporate issuers
  • Self-motivated, innovative, hardworking individual, who can handle multiple tasks and competing deadlines
  • Team player with excellent interpersonal skills and ability to work with various professionals
  • Outstanding attention to detail and follow-up
  • Series 7, 63 and 52 licenses required
16

CIO Treasury Short Term Funding Desk Analyst Resume Examples & Samples

  • Role will include assisting senior Treasury funding traders with execution in money market and securitization transactions to ensure necessary funding for several of the firm's major legal entities
  • Regular dialogue with CIB traders and Global Funding teams to assess funding market conditions and communicate to NA funding managers
  • Assist senior Treasury funding team with daily management of external relationships, including direct client interaction and responsibility
  • Acting as a liaison with GSEs and internal business partners to maintain and enhance the relationship and to efficiently manage collateral usage
  • Supporting existing reporting practices as well as developing and automating new requirements
  • Daily interface with: Global Treasury Teams, Lines of Business partners, Risk Oversight teams, and Middle Office and Back Office Support functions
  • Strong Finance background and interest in funding markets
  • Ability to respond to evolving market, regulatory and balance sheet requirements
  • Willingness to learn, engage with support parents, and improve and automate processes where appropriate
  • Strong analytical, investigative problem-solving, and decision making skills
  • High proficiency with document use and creation (Excel, PowerPoint, PDFs, and Word docs)
  • Clear and concise communication skills; both written and verbal
  • Strong work ethic, good business sense, and demonstrated initiative
  • Strong organizational skills and ability to execute responsibilities with minimal supervision
  • Comfortable leading an initiative as well as playing a support role on a broader team
17

Service Desk Analyst RBI Sutton Resume Examples & Samples

  • Microsoft Exchange & Office 365– Troubleshooting Outlook client, network issues, profile issues, pst & ost files familiarity
  • VPN – Troubleshooting log errors, setting up via two-factor authentication (RSA, Certificates, Tokens, PhoneFactor, etc)
  • IOS (iPhone and iPad) troubleshooting and support, and ActiveSync setup
  • Troubleshooting software Firewalls - Recognising Firewall and Intrusion Protection errors, application specific support including Symantec & McAfee, and port knowledge
  • Windows 7 – Supporting and administrating in an enterprise environment
  • MS Terminal Services – Connecting to servers and desktops via RDC
18

IT Application & Data Service Desk Analyst Resume Examples & Samples

  • Ensure proper documentation of incoming calls and events by providing accurate customer data and detailed problem description and resolution utilizing bank-supported issue tracking software
  • Provide support and training to IT ADS Service Desk Analyst I and IT ADS Service Desk Analyst II resources
  • Take ownership of service tickets and ensure proper follow-up
  • Develop management and other reports as requested
  • Bachelor's Degree or equivalent education and related training
  • Five years of work experience in related field/industry
  • Above average communication skills, both written and verbal
  • Ability to work without close supervision
  • Ability to follow instructions and exercise sound judgment when making decisions
  • Consistent superior productivity at IT ADS Service Desk Analyst II position
  • Capable of adapting to a rapidly changing environment
19

Midrange Service Desk Analyst Resume Examples & Samples

  • Experience with Z/OS or Mainframe
  • Experience with UNIX (various types), HP/NSK(Tandem), iSeries, , Storage and Media Solutions(Tape Libraries),
  • Leadership acumen and a passion to apply it in a dynamic business environment
  • Excellent interpersonal and highly developed communication skills (verbal and written)
  • Confidence in working autonomously or as member of a team
  • Capability to manage multiple priorities across a number of assignments and prioritize effectively
  • Ability to resolve any minor conflicts/issues and escalate to others as appropriate
  • Strong MS Office skills – Word, Outlook, Excel and PowerPoint
20

IT Application & Data Service Desk Analyst Resume Examples & Samples

  • Assist LOB users with first and second level support for questions or issues regarding automated systems
  • Develop an awareness of pertinent guidelines, regulations, compliance issues, and documentation requirements specific to the LOB
  • Ability to follow instructions and use sound judgment in making decisions
21

Level Service Desk Analyst Resume Examples & Samples

  • Provide client support and technical issue resolution to IT requests via E-Mail, phone and other electronic medium
  • Obtain general understanding of OS and application operations related to company offered services. Able to work independently and efficiently to meet deadlines
  • Recognizes issues and seeks guidance on solutions
  • Windows Operation System and standard business applications
  • Windows operating system support & Active Directory
  • MS outlook support experience
  • Over 1 to 2 years’ experience working in an IT support environment/technical background
  • 6 – 1 years working knowledge of ITIL incident management & co-ordination
  • Experience working within a global/geographical diverse company and working with varied cultures/backgrounds
22

Mena Service Desk Analyst Resume Examples & Samples

  • Self-motivated, detail-oriented and organized
  • Skills/Competencies
  • Experience in working with customers, dealing sympathetically with their problems under pressure
  • Excellent team working skills, including strong work ethic geared towards exemplary customer service
  • Possess strong written and oral communication skills
  • Ability to quickly gain knowledge and understanding
  • An analytical approach to identifying issues and solutions
  • Over 1 to 2 years’ of experience in BPO or any voice support job
23

IT Application & Data Service Desk Analyst Resume Examples & Samples

  • Provide Mortgage LOB users with first and second level support for questions or issues regarding automated systems
  • Responsible for daily tasks and/or required maintenance (if applicable) for all Mortgage LOB applications
  • Maintain a working knowledge of Mortgage LOB processes including pertinent guidelines, regulations, compliance issues, and documentation requirements
  • Bachelor’s Degree or equivalent education and related training
  • Five years of software support experience in related field/industry, specific experience with mortgage or loan origination applications is required
  • Experience with Fiserv UniFi
24

Wealth Mgt Advisory Desk Analyst Resume Examples & Samples

  • Provide superior customer service to the branch office network (primary Financial Advisors) via income phone calls and e-mail inquiries
  • Conduct research on tool / technical issues
  • Provide point-of-call resolution
  • Provide assistance with Wealth Management tools and calculators
  • Facilitate training sessions / tutorials to branch personnel on Wealth Mgmt tools
  • Partner with product owners/ technology partners / Goals-Based Consultants during tool enhancements / roll-outs
  • Support / participate in ad hoc projects and product testing
  • Strong financial planning background, understanding of Wealth Management Operations, products, tools, and Merrill Lynch systems
  • Prior experience in the financial industry (3-4 years), as well as customer service experience in a call center environment is required
  • Communication Skills: Must be able to communicate effectively, both written and verbally. Tailor communications to audience, actively listen and follow-up with questions and updates to involved parties
  • Professional Demeanor: Demonstrating patience, composure, and a client service attitude. Maintain composure at all times and can adapt accordingly to all business conditions
  • Problem Solving: Analyze and determine resolutions for moderately complex problems and initiatives requiring exception handling and working with multiple operational and / or product specialists to resolve
  • Initiative: Identify process improvements; demonstrate a “self-starter” behavior and a willingness to help others, and show potential to require minimal supervision
  • Teamwork: Strong interpersonal skills and the ability to work in a team environment
  • Technical adeptness: able to solve technical problems and act as a systems expert
  • Service Adeptness: Comprehend and empathize with client needs, devote time and effort to satisfy client’s requests
  • Decision Making Skills: Thinking analytically, using good research skills, applying past experiences to problem resolution, developing multiple resolutions, knowing how to and where to go to resolve problems
  • Flexibility and Adeptness: Handling multiple projects and daily tasks, adjust to a changing environment, adept to new approaches that improve overall work efficiency and effectiveness
  • College degree is preferred
  • Familiarity with Goals-Based Wealth Management process
25

Junior Service Desk Analyst Resume Examples & Samples

  • Experience with Windows operating systems and Microsoft Office software
  • General working knowledge of PC and off the shelf software products and e-mail
  • Experience with mobile devices, such as Blackberry and iPhone products and services with the expectation to be cross trained on other product lines (Embedded Laptops, USB Sticks, data backup and restoration, etc)
  • Provide technical support for resolution including, equipment functionality, configuration and repair, application support, software downloads, and network connectivity
  • Demonstrates the ability to multi-task in support of calls, emails or chat handling (type and talk, type and listen)
  • Accurately and clearly document all customer interactions within a ticketing system, follow established call handling and work flow processes
  • Understanding concepts of Incident, Change and Configuration Management
  • Ability to interface with a variety of other work groups
  • Availability to work flexible shifts (including evenings, mid-nights, weekends and holidays)
  • Ability to work in a fasted paced dynamic environment with changing priorities
  • Take accountability to effectively solve issues from beginning to end
  • Roles and Responsibilities will broaden as the analyst’s experience matures over the course of the placement
26

B-service Desk Analyst Resume Examples & Samples

  • Administration-duties that tendto be standard protocol/scripted procedures used to document volume/issues andprovide the most basic user service
  • Ensures customer satisfactionby responding to calls to the Network Operations Center. Logs all customer questions and problems, andtracks them through resolution
  • Provide enterprise monitoringsupport by using a pre-determined set of platform monitors and softwarefilters
  • Gathers metrics for regularreports and summaries
  • Conduct assigned systemmaintenance
  • Maintains internal and externalavailability and event reporting
  • Problem resolution-autonomously uses high-level technical, customer service, problem-solving anddecision-making skills to handle non-routine/scripted issues
  • Provides tier 1 support for allservers and systems in the production SaaS environment
  • Works closely with tier 2 and 3support teams to resolve events and complete projects
  • Assists Incident Managementteam during and after events to gather information and troubleshoot incidentroot cause
  • Troubleshoots web site accessand configuration issues
  • Troubleshoots all areas of webservers including accessibility, configuration, software and hardware
  • Analyzes web server performanceand works with tier 2 and tier 3 support teams to do performance tuning
  • Manages and maintainsapplication and systems monitors in the production SaaS environment
  • Develops scripts for automationtasks and process improvement
  • Supports and maintains thirdparty applications
  • Researches, evaluates andimplements new technical tools
  • Other duties as assigned
  • MCP I (Microsoft CertifiedProfessional Internet) is highly preferred
  • MCSE (Microsoft CertifiedSystems Engineer) is preferred
  • RHCSA (Red Hat CertifiedSystems Administrator) is a plus
  • CCNA (Cisco Certified NetworkAdministration) is a plus
  • ITIL (Information TechnologyInformation Library Certification) is a plus
  • Bachelor’s degree in ComputerScience, MIS, related field or equivalent work experience of 2 to 4 years ininformation systems
  • Minimum of 2 to 4 years’experience in Microsoft based systems, including Active Directory, or Linuxbased systems, internet web farms and hosting
  • Minimum of 2 years’ experienceunderstanding and working with network functions
27

Service Desk Analyst Tier Resume Examples & Samples

  • User accounts, which represent the identities of people who use the network
  • Computer accounts, which represent the computers that are joined to domains in the Active Directory forest
  • Security groups, which are used to aggregate accounts for the purpose of authorizing access to resources
  • Application-specific attributes for Active Directory–enabled and –integrated applications
  • Adding and removing domain controllers
  • Managing and monitoring replication
  • Ensuring the proper assignment and configuration of operations master roles
  • Performing regular backups of the directory database
  • Configuring forest-wide Lightweight Directory Access Protocol (LDAP) settings
  • Managing domain and domain controller security policies
  • Configuring directory service parameters, such as setting the functional level of a forest or putting the directory in the special List-Object security mode
28

Tier Service Desk Analyst Resume Examples & Samples

  • Manage daily service desk volume via phone, chat, call backs and tickets submitted online
  • Provide exemplary customer service while providing technical support and troubleshooting technology issues with employees
  • Collaborate with the team to identify inefficiencies and create opportunities for improvement
  • Assist with other projects including the rollout of new technologies to the firm and user testing
  • Bachelor’s degree in Computer or Information Science preferred
  • Two or more years of tier 1 service desk experience within a financial services company
  • Soft token administration support, familiarity with RSA administration preferred
  • MS Windows administration support
  • VPN, and VDI support knowledge
  • Siebel, EXPAG, AD and Apple product support knowledge preferred
29

Cib-gti Service Desk-analyst Resume Examples & Samples

  • Must have at least 3 years experience within the Financial institutions or similar, desirable but not required JPMorgan Chase Global Technical Support
  • Strong knowledge in windows platform, notes and hardware PCs
  • Strong Telephone etiquette skills and an ability to deal effectively with customers at all levels, peers, vendors, and management
  • Basic knowledge and skills on SQL, PHP, CSS and Java programming
  • Strong teamwork attitude
  • Basic knowledge of a LAN/WAN environment
  • Ability to follow policies and procedures; attention to detail
  • Systems related career
  • Desired technical training or certifications related to ITIL, CISCO and Microsoft
30

Srvc Desk Analyst Resume Examples & Samples

  • Excellent Communication skills and typing skills. Call Handling Skills are Mandatory and should have good command over the English Language
  • Basic Understanding of Active Directory \ Mail Client preferably outlook \ Network
  • Ability to work under pressure and shifts
  • Basic trouble shooting - Desktop and hardware
31

End User Service Desk Analyst Resume Examples & Samples

  • Basic Understanding of Incident management and working knowledge of Active Directory skills, Mail Client preferably outlook, Network & latest Operating systems
  • Should be able to identify errors & hardware faults
  • Able to do basic trouble shooting - Desktop and hardware
  • Excellent Oral and Written Communication skills
32

IT Application Development Services Desk Analyst Resume Examples & Samples

  • Maintain a professional and pleasant manner, using proper customer service skills (telephone and/or email) and providing reliable, responsive, empathetic and competent service
  • Communicate with other Application Development Services Desk Analysts, vendors, and/or subject matter experts to solve issues with automated applications
  • Maintain a working knowledge of LOB processes including pertinent guidelines, regulations, compliance issues, and documentation requirements
  • Assist with completing bank-required paperwork for IT related functions as directed (Customer Service Request (CSR), Fixed Asset Request (FAR), Firewall Service Request (FSR), etc.)
  • Two years of work experience in related field
  • Above average attention to detail
  • Consistent superior productivity in IT ADS Service Desk Analyst I position
  • Previous experience in help desk/service desk environment
  • Licenses or certifications as required
33

IT Application Development Services Desk Analyst Resume Examples & Samples

  • Assist LOB users with first and second level support for questions or issues regarding Mortgage Software applications
  • Ensure proper documentation of incoming calls and events by providing accurate customer data and detailed incident description and resolution utilizing bank supported issue tracking software
  • Communicate with other Application Development Service Desk Analysts, vendors, and/or subject matter experts to solve issues with automated applications
  • Ability to work weekends and second shift
  • Ability to work from remote location through VPN connectivity
34

Algorithmic Trading Desk Analyst Resume Examples & Samples

  • This candidate will work independently (Overnight Hours) 1:00AM-11:00AM
  • Monitor an automated algorithmic trading system for equity and futures trading
  • Ensure reliability and robustness of the automated trading system
  • Follow current market activity
35

Associate Service Desk Analyst Resume Examples & Samples

  • MCP+I (Microsoft Certified Professional + Internet) is a plus or
  • RHCSA
  • Bachelor’s degree in Computer Science, MIS, related field or
36

Distressed Desk Analyst Resume Examples & Samples

  • Assist senior members of the US Distressed Trading desk in the analysis of distressed corporate credits i.e. constructing, updating, and maintaining financial models/projections
  • Review corporate credit documents as well as relevant legal documents, and build industry-specific knowledge, as necessary
  • 2+ years of experience as a banking analyst in a financial services firm or institution
  • 2+ years of experience constructing financial projections
  • Chartered Financial Analyst Designation
37

Lock Desk Analyst Resume Examples & Samples

  • Review and implement lock requests, lock extensions and loan characteristic changes submitted via email by Loan Officers and the Operations team in a timely fashion
  • Ensure all loans are locked and updated with investors per Capital Markets Policy
  • Provide a high level of customer service when communicating with Loan Officers and Operations teams in regards to lock requests, lock extensions, re-locks and loan characteristic changes
  • Research investor lock, extension and re-lock policies and product guidelines
  • Manage Daily Edit Report to confirm loan characteristic changes are updated with the investor and are updated accurately within PHH Home Loans systems
  • Proactively identify and resolve issues related to loan pricing; appropriately escalate issues as needed
  • Perform other administrative duties relevant to the role
  • Bachelor’s Degree preferred, in lieu of bachelor’s degree, 3+ years work experience in the mortgage industry or customer service position will be considered
  • 2-4 years work experience in a business related office environment preferred
  • Excellent communication & written skills are required
  • Strong attention to detail and excellent organization skills are required
  • Knowledge of mortgage products and ability to research investor policies and guidelines
  • Experienced using Microsoft Word, Excel and Outlook preferred
  • Must be able to work under pressure in a fast-paced environment
  • Must be able to work a flexible schedule
  • Ability to manage multiple functions simultaneously with limited supervision and within a compressed timeframe
  • Advanced math skills
  • Strong understanding and experience in Excel, Word, Outlook required
38

CD Desk Analyst Resume Examples & Samples

  • Understanding fee tolerances, how to handle tolerance violations, when 3 day wait periods apply
  • Review Mavent specific to TRID messages, fee compliance and APR tolerances to ensure there are no issues
  • Preparing the CD out of Encompass
  • Ensure the CD is fully complete and accurate and compliant which includes but is not limited to
39

Trid Desk Analyst Resume Examples & Samples

  • Clear focus on detail and ability to recognize inconsistencies in data/documents
  • Knowledge of Qualified Mortgage regulations
  • Detailed knowledge of Closing and Legal Documents
  • Inputting title company fees with proper finance charge selection
  • Review compliance audits specific to TRID messages, fee compliance and APR tolerances to ensure there are no issues
  • Preparation of the Closing Disclosure via Encompass
  • Ensure the Closing Disclosure is fully complete, accurate, and compliant. Including but is not limited to
40

Desk Analyst Resume Examples & Samples

  • Work closely with Loan and Bond trading management to analyze each and every credit that Regions Capital markets has or desires to have approved to trade
  • Creating and compiling Individual Credit, Macro and Micro Market, and Comparable Credit Data and Analysis
  • Maintaining and updating all departmental files regarding the names we have approved for trading
  • Staying abreast of general market movements and Issuer specific news events and keeping the Desks updated on a timely basis
  • Evaluate transactions and ensure proper understanding of the structure, provisions, and schedules
  • Bachelor’s degree with proven record of high achievement, MBA preferred
  • Coursework in financial accounting and corporate finance
  • Past relevant experience preferred (i.e., summer internships or 1-2 years past experience)
  • Strong analytical, organization, and communication (written, oral and interpersonal) skills
  • Advanced user of Excel, PowerPoint, and Word
  • Understanding of Bloomberg analytics and preferably knowledge of Capital Markets
  • Energetic self-starter with willingness to work long hours, take on significant and multiple responsibilities, and dedication towards excellence and achieving results
  • Attention to details and ability to multi-task under pressure
41

Service Desk Analyst With German Resume Examples & Samples

  • Providing first-line investigation and diagnostic
  • Remote supporting and controlling basic application functionality for software deployment and incident isolation
  • Prioritizing daily tasks
  • Communicating with external clients via phone or email
42

Service Desk Analyst With English Resume Examples & Samples

  • Provide first-line investigation and diagnostics
  • Support ‘off the self’ mainly Microsoft software, password resets, user account creation, basic application functionality support remote control for software deployment and incident isolation
  • Prioritize daily tasks
  • Very good English skills are essential
  • Knowledge of service management system to track and facilitate the handling of all customer incidents and/or service requests
  • Must have experience with remote connectivity
  • Ability to learn and maintain a high level of knowledge of the clients computing environment
  • Must possess excellent Customer Service skills
  • Experience with ITIL v3 is desired
43

Deals Desk Analyst Resume Examples & Samples

  • You will review order forms for accuracy and compliancy with New Relic’s internal policies
  • You will ensure required approvals, such as discounts and contractual terms, are obtained and clearly documented
  • You will be responsible for adherence to and compliance with policy and procedures
  • You will review and accurately process orders using the company’s internal CRM system
  • You will reconcile deals data between internal CRM and Salesforce
  • You will confirm SFDC records are tagged correctly
  • You’ll interact with internal stakeholders including Sales, Sales Operations and other corporate functions
  • You will evaluate current processes and offer recommendations for areas of improvement
  • You’ll ensure that all transactions adhere to internal revenue recognition policies and operational guidelines
  • You will coordinate and plan necessary training documents and presentations for new sales hires
  • You’ll complete ad-hoc projects as required
44

Smart Service Desk Analyst Resume Examples & Samples

  • Quality assurance across all modules (Sales Distribution, Material Management, FICO) to be done
  • First Contact towards Business Key user
  • First contact for batch operations team in case of failed jobs
  • Filter for valid system issues / incidents before forwarding to service provider
  • Incident investigation (for FICO) and resolution without Error nor support Request For Change (RFC)
  • FICO incidents support
  • Facilitate together with local IT Business Solution Management demand management process
  • Coordinate Market Regression Test and RFC test / organization (incl. global RFC changes)
  • Idoc, Batch and Interface Monitoring including housekeeping activities
  • Knowledge of the application landscape with strong analytical, systems, and structured analysis, and social skills and with the ability to view issues and requirements from a business perspective
  • Understanding of business wide processes and how IT supports these to contributes to the successful delivery of business objectives
  • SAP AFS ERP Experience; Sales Distribution and FICO modules in particular
  • Language skills: English & Spanish
  • University degree in Engineering, Finance, Business Administration
  • 2-3 years of experience in IT Systems Analysis and System Support
  • 1-2 years of Experience with SAP
45

Deals Desk Analyst Resume Examples & Samples

  • Ensure all NCR regional bids & proposals, via consistent policy and process, are appropriately assessed for the following
  • Demonstrated financial / analytical skills gained through formal education or work experience
  • Proficient in MS Office (Excel, Word, and PowerPoint)
  • Ability and confidence to work comfortably with senior management, to interact with colleagues at all levels, across multiple countries and cultures
  • Ability to perform multiple projects simultaneously to effectively manage and produce results in an unpredictable environment with short operational cycles
  • Recognized professional Accounting / Business qualification
  • Experience with CPQ tools and Business Objects
  • Experience in the telecom or networking (e.g. Cisco) environment advantageous
  • Knowledge of Spanish language (Intermediate level) would be considered as advantage
46

Global Service Desk Analyst Resume Examples & Samples

  • Analysis, validation and documentation as part of incident management lifecycle
  • Follow standard practices and procedures to identify potential system issues and escalate them if required
  • Provide feedback on support delivered and current processes and procedures
  • Minimum of 1 year work experience in technical customer support area, preferably in a corporate environment
  • Excellent written and spoken English, other languages advantageous
  • Proven ability to solve complex issues
  • Demonstrated ability to effectively manage routine and complex engagements simultaneously, producing consistently high quality results
47

Function Service Desk Analyst Level & Role Resume Examples & Samples

  • 1 year hands-on experience in IT Technical Operations
  • In-depth knowledge of the monitored technology stack
  • In-depth knowledge of the diagnostics and analysis tools of the monitored
48

Junior Service Desk Analyst Resume Examples & Samples

  • Respond to requests for technical assistance in person, via phone or electronically
  • Administer help desk softwares
  • Redirect problems to the right resources
  • Inform recurring problems to managers
  • 1 year of previous experience in IT Service Desk
  • Preferably studying an IT relevant college course
  • Learning skills
  • Team interaction
  • Service Mgmt & Ops
49

Tier Service Desk Analyst Resume Examples & Samples

  • Completes assigned tasks using practice concepts under guidance of a more experienced professional
  • This position may be required to perform other related duties as assigned
  • 1-2 years of experience at a technical service desk/call center providing technical support via phone to end users possessing varied levels of technical knowledge, or equivalent Nordstrom experience
50

Desk Analyst, Senior VP Resume Examples & Samples

  • Develops sources of research information on assigned industries and/or companies in the specific industry /coverage area
  • Communicates recommendations on the purchase, sale or holding of securities to traders and institutional clients in cooperation with sales force [or directly with clients]
  • Responds to requests from sales force and clients for analysis/advice within assigned area
  • Meets with clients on marketing trips presenting trade ideas and industry analysis
  • Supports Debt Capital Markets on HSBC new issues for both Investment Grade and High Yield
  • Ensures compliance monitoring is in place, including processes for management of operational risk, in accordance with HSBC and regulatory standards
  • 5+ years’ Research analysis experience; minimum of 2 years’ experience with financial modeling and/or forecasting
  • Deep knowledge of the US High Yield and Investment Grade markets
  • BA/BS degree in Finance, Economics or related field of research
  • FINRA Series 7 and Series 63 registered
51

Service Desk Analyst, Tier Resume Examples & Samples

  • Provide application and infrastructure support by identifying, researching, troubleshooting, and resolving business impacting issues
  • Drive First Call resolution to business affecting issues within approved operating business metrics
  • Ensure outstanding end-to-end client support experience by managing and actively communicating the status of business affecting issues to clients and management in a clean and concise manner
  • Build strong business relationships by handling customer affecting issues with a sense of urgency and professional attitude
  • Aid in the development and execution of Standard Operating Procedures (SOPs) in support of the business
  • Follow established operating procedures, and document and contribute to knowledge repository
  • Aid in the coaching and mentoring of Technicians and new Team members to ensure their success in the Team
  • Provides after hours and on-call support as needed
  • Ability to work in a rotational shift, as this person will need to rotate shifts to maximize coverage
  • Understanding of ITIL Framework
  • Sufficient SQL and scripting capabilities
  • Advanced knowledge of ITSM and Enterprise Monitoring Tools
  • Advanced knowledge of end user Application and Infrastructure Support
  • Advanced knowledge of application, network, and systems administration, and recommended troubleshooting techniques
  • Experience with Microsoft Office Suite and Microsoft Visio in order to create or update available documentation
  • Ability to work in a fast moving environment and effectively handle concurrent priority issues and demands
  • Keen Attention to detail
  • Ability to quickly and efficiently address customer needs by providing solutions to customer issues, or escalating to Escalation Team for prompt resolution
  • Energetic, responsible, self-motivated, and able to work in a Team environment under minimal supervision
  • ITIL Foundations Certification. Expert knowledge of ITSM and Enterprise Monitoring Tools
  • Expert knowledge of end user Application and Infrastructure Support
  • Expert knowledge of application, network and systems administration and recommended troubleshooting techniques
  • Expert ability to generate innovative solutions to business and technical problems
  • Fluent in Japanese a plus
52

Sheffield Service Desk Analyst Resume Examples & Samples

  • Strong aptitude for technical concepts
  • Smart and presentable
  • Ideally have an understanding of ITIL and / or working knowledge of remedy
53

Wealth Management Service Desk Analyst Resume Examples & Samples

  • Log 97% of calls into the Remedy Tracking System meeting all content and requirements
  • Achieve 95+% overall client satisfaction rating on client surveys to maintain world class standards
  • Troubleshoot and resolve technical issues as well as process and facilitate client issues
  • Subject Matter Expert (SME) for Monitoring and Escalation Department within one year, capable of running the area and any incidents that arise
  • E-checklist – standard checklist to be completed every half hour when in the Monitoring and Escalation area (incident detection and escalation)
  • Determine and report any changes or trends in the system that may indicate future problems in the Service Desk to the manager
  • Participate in standing meetings as required (i.e. Monday morning, Change Control) and provide updates to the entire department at the weekly staff meeting
  • When necessary, research answers to questions or root cause of a problem using the Knowledge database or SharePoint site
  • Document troubleshooting guidelines and/or policies and procedures
  • Ability to work 3rd shift: 11:30 pm- 8:00 am, Monday - Friday, including Holidays as required
  • Ability to adapt to changing priorities in a fast-paced, ever changing environment
  • Ability to grasp technical concepts and details
  • Inquisitive and ability to ask the right questions to gather the knowledge needed to become a Subject Matter Expert (SME)
  • Capable of thinking clearly under pressure
  • Pleasant, professional telephone manners essential
  • Previous customer support and system monitoring experience within the financial services industry is desired
54

Service Desk Analyst, End User Services Resume Examples & Samples

  • Receive, log, and manage calls from internal staff via telephone, email, chat, and web submissions regarding IT issues and questions
  • Resolve as many calls as possible and adhere to standard KPIs
  • Learn new technologies and evolve as the team matures
  • Gather and record all relevant issue details to submit for second level support when needed
  • 1st and 2nd line support - Troubleshoot IT related problems from in-house software and hardware, such as Laptops, PCs and Printers
  • Take ownership of user problems and follow up the status of problems on behalf of the user
  • Communicate progress in a timely manner and manage frustrated callers with calm demeanor
  • Maintain high level of customer service
  • Provide basic in-house user assistance in MS Office applications used within Ocwen (Word, Excel, Outlook, PowerPoint)
  • Create knowledgebase articles when new information is learned that could be useful to others
  • Active Directory - Create user accounts, reset passwords, create groups
  • Degree from 4 year college is preferred
  • Accreditation/Certification in ITIL service management framework a plus
  • 2 years previous IT Service Desk and/or Call Center experience required
  • Personable and enjoy interacting with others
  • Familiar with fundamental principles of ITIL and SLAs preferred
  • Good problem solving skills; Ability to visualize a problem or situation and think abstractly to solve it
  • MCP certification preferred
  • Familiar with multiple aspects of Enterprise technology from end to end
  • Exceptional written and oral communication skills, with strong ability to log tickets that tell the “complete story”
  • Exceptional interpersonal skills, with a keep ability to listen and question
55

Lead Service Desk Analyst Resume Examples & Samples

  • Minimum seven to ten years of relevant experience in a Service Desk/Call Center environment
  • Excellent technical skills including solid knowledge of Excel, Access, Adobe and Microsoft Office suite
  • Ability to train support staff
  • Highly technical with comprehensive knowledge of PC Operating Systems, Server Operating Systems, Directory Services, email Systems, Remote Access, hardware, wireless devices, Office Productivity Software and Business Application Software
  • Exceptional interpersonal, written and verbal communication skills
  • Ability to manage and prioritize large workload
56

Temporary Service Desk Analyst Resume Examples & Samples

  • Researches the root cause of problems, uses advanced diagnostic tools and problem solving techniques for complex issues, and serves as an escalation point for both level 1 and 2 technicians. Reviews level 1 and 2 cases for thoroughness and accuracy. Follow-up issues & request
  • Analyze problem management reports for IT and Business Units
  • Conform to the Systems Development Standards when developing and maintaining systems
  • Conform to Change Management Policies and Procedures
57

Integrated Service Desk Analyst Technician Resume Examples & Samples

  • The MDA’s Integrated Service Desk (ISD) is the primary “first contact” POC for all MDA users requiring IT services
  • The ISD operates as a virtual service desk with team members located in Colorado Springs, CO and Huntsville, AL using common processes and tools
  • All ISD agents should be prepared to work non-standard shifts, including off hours, holidays, and weekends. These shifts may rotate dependent on the needs of the customer and the ISD team
58

IT Services Desk Analyst Resume Examples & Samples

  • Ensure all Incidents and Service Requests are successfully and accurately identified, categorised, prioritised, diagnosed and managed in the Service Desk IT Service Management Tool, whilst delivering excellent and clear communications
  • Take ownership of Incidents and Service Requests through to resolution, ensuring that Incidents and Service request which cannot be resolved at the Service Desk are escalated to the correct resolver teams and proactively managed and to confirm resolution, satisfaction and acceptance
  • Contribute towards the maintenance and upkeep of the IS&P knowledge base for documented process, routine tasks and incident resolutions
  • Support the Problem Management function in the root cause analysis of incidents
  • Contribute towards the maintenance and upkeep of the IT Service Delivery knowledge base for documented process, routine tasks and incident resolutions
  • Comply at all times with relevant security, privacy and data protection standards
  • Contribute to continual service improvement for the IT Service Delivery function
59

Senior Deals Desk Analyst Resume Examples & Samples

  • You will provide business insight, pricing and product knowledge, as well as analytical support to Sales, including customer interaction, for large, complex, non-standard transactions
  • You will build and review a variety of order forms with differing levels of complexity for accuracy, while ensuring all required approvals, such as discounts and contractual terms, are obtained and clearly documented as well as being fully compliant with New Relic’s internal policies
  • You will identify potential training issues and harmonize with Sales Enablement to develop & communicate said issues to all necessary business functions
60

Client Solutions Desk Analyst Resume Examples & Samples

  • Provide telephone support to CPB internal users (i.e. Sales and Service Teams, Product Support, Banking and Security Ops)
  • Track problems reported by users, ensure resolution of problems within agreed service standards and identify ways to improve service by continually creating and updating service scripts. Escalate to resolver teams as needed
  • Review support desk process flows, analyze response issues based on user problems and make recommendations for improvement
  • Generate internal communications based on monthly metrics analysis and user demand
  • Send System Alerts for all systems experiencing technical difficulties
  • Analyze metrics to determine training needs for user population
  • Act as primary liaison between customers and the Global Citi Technology resolver groups / subject matter experts for all previously reported problems
  • Functional duties include
  • Call handling, ticket registry, trouble ticket escalation, ticket closures
  • Monitoring and follow-up throughout the resolution cycle
  • Identifying problem trends in order to make recommendations for "new cases" to be added to procedural and user manuals
  • Participating in division and departmental continuous process improvement initiatives
  • Evaluating problems in order to assure proper resources are applied to effect a rapid solution and conformance to expected service delivery metrics
  • Strong proficiency in desktop applications: MS Office, Outlook
  • Knowledge in web development software and tools such as: Adobe DreamWeaver, Javascript, HTML, XML
  • Knowledge of Citi and Citi Private Bank a plus
  • 2-4 years in a customer support position or in a technical assistance
  • Strong computer literacy and ability to understand application logic to
  • Trouble shoot / identify user application issues and related PC problems in the Windows environment
  • Support in-house Citi Private Bank proprietary applications
  • Technical background problem solving ability - Windows and Internet environment, along with graphical user interface applications
61

Service Desk Analyst, Starbucks Technology Resume Examples & Samples

  • Maintains regular and consistent attendance and punctuality in accordance with ‘Starbucks Attendance Standard for Contact and Service Centers&#8217
  • Identifies and escalates issues requiring urgent attention with Incident Management and Service Desk Leadership
  • Experience in a call center or customer support environment supporting various hardware and software problems
  • Experience using retail point of sale systems
  • Ability to work in a fast-paced and changing environment
  • Strong technical aptitude and troubleshooting skills
62

Itil Service Desk Analyst Resume Examples & Samples

  • Collaborates with manager, co-workers, and cross teams to deliver quality results
  • Plans, documents, and maintains support for tools and processes
  • Monitors, manages, and reports on process performance and metrics
  • Standardizes processes to ensure standard quality and content
  • Produces communications and delivers content to audience in a timely manner
  • Assists with general information, complaints or comments
  • Uses a computer to compose routine letters, reports and other materials
  • Reviews data and prepares reports, graphs, and presentations using spreadsheet and graphic software
  • Learns new subject matter quickly
  • Coordinates special projects and department activities
  • Able to interpret objectives and deliver results without step by step instruction
  • Supports supervisor in the area of design, preparation, delivery, and need assessment of training and development programs for company employees
  • Provides practical application to complex problems and situations
  • Schedules own work to meet completion dates In the absence of supervisor, may provide information of a sensitive nature
  • Plan, develop, organize, write and edit Standard Operating Procedures (SOPs)
  • Manage updates and revisions to technical literature
  • Integrates data from multiple sources to produce requested or required data elements
  • Programs and maintains report forms and formats, information dashboards, data generators, canned reports and other end user information portals or resources
  • Outlook, SharePoint, PowerPoint, Excel
  • Understanding of ITIL foundations and experience working with ITIL based processes
63

Oracle Service Desk Analyst Resume Examples & Samples

  • To determine the most appropriate course of action to resolve issues
  • To communicate with customers in accordance with support policies and procedures
  • To work collaboratively with customers and to improve customer satisfaction
  • Develop and maintain an effective policy for the communication of all software bugs / issues through the company to avoid further escalations
  • Maintain an in depth functional product knowledge of all supported applications
  • Maintain a level of technical knowledge of Oracle products that enables effective issue diagnosis and resolution
  • Take responsibility for managing knowledge and skills and work with the Service Desk and Consultancy Manager to maintain and develop these skills
  • Software application support
  • Good general knowledge of Information Technology
  • Working knowledge of SQL (PL/SQL preferred)
  • Ability to prioritise and manage work in a customer focused environment, working to stringent SLA’s
  • Ability to work with others as part of a team
  • Excellent communication skills particularly with customer representatives in writing and verbally
  • Ability to both shape, enhance and follow standard procedures
  • Oracle Human Resources experience (either as a user or providing support)
  • Police policies, procedures and working practices
  • Origin Resource Management
  • Oracle Payroll, Financials experience
  • Oracle Workflow administration
  • Oracle Discoverer Desktop and Administration Edition / OBIEE
64

Application Service Desk Analyst Resume Examples & Samples

  • A role supporting ANZ’s Super Regional Strategy
  • Contribute to the growth of the business
  • Dynamic team
  • Ensure that any changes and trends are communicated to the stakeholders
  • Handle all escalated queries from internal ANZ customers and escalate further as required
  • Perform daily housekeeping tasks to ensure applications are at optimum state of readiness for processing
  • Identify impacts of proposed changes including introduction of new systems, processes, changes to existing systems, changes to structures or procedures ensuring compliance with group standards for operation risk control
  • Participate in testing of new or existing applications including DR/BCP testing
  • Producing and/or providing input into application and processing documentation
  • Propagating documentation to the relevant parties both internally within Payments and Risk End User Services and externally as in the case of our customers
  • Support the documentation process by providing documentation or input when it comes to new and/or changes to existing application User Manuals and processes as in checklists
65

Lead Service Desk Analyst Resume Examples & Samples

  • Provide leadership for all workload management on a daily basis. This includes monitoring the call queue, email queue, voicemail and chat to ensure work is distributed and completed in a timely fashion. Manage break and lunch schedules
  • Answering calls, working email and chat as staffing and customer demand requires. Respond to after hour customer calls – act as backup to the on-call agent
  • Evaluate critical issues and escalation to the appropriate teams. Update Manager of critical issues and trends impacting the department. Attend conference bridges to help with Service Recovery. Update front end message during critical events
  • Be an SME resource for technical and process information for the team. This is maintained through strong knowledge and continued learning of SMS applications, process, and procedures – business/technical analyst type mentality
  • Responsible for becoming a KCS Coach and assisting with the evolving knowledge base. KCS Foundations certification expected within 1 year of obtaining the position
  • Attend and assist in training sessions for staff. This includes 1-on-1 sessions, webinars and staff meeting briefings. Additionally responsible for working with Manager to oversee training of new-hires. Provide feedback to the Manager on staff performance
  • Enhance and develop quality support methods and communication skills through coaching, feedback and other developmental approaches
  • Process improvement – respond to feedback from the team as well as own ideas to review and improve department and / or cross functional processes
  • Assist with quality call monitoring followed by coaching and feedback to the individual
  • Assist with special projects as assigned by Manager
  • Two year technical degree or equivalent work related experience required
  • HDI Support Center Analyst Certification preferred
  • Typically have 5-7 years of directly related experience (in technical or customer support)
  • Supervisory or leadership experience preferred
  • Ability to set L1 Support Team standards and develop guidelines, as well as help others interpret policy
  • Broad range of industry application and process knowledge is highly desirable
  • Maintains currency and highest level of technical skill in field of expertise
  • This position requires a high degree of discretion and judgment
66

MS Service Desk Analyst Resume Examples & Samples

  • Triages Help Desk requests from end users via telephone and e-mail. Attempts to identify and resolve issues by providing guidance to the end user. Respond to Level I and Level II service calls as needed
  • Record, track, ensuring calls are documented appropriately
  • Monitors and reviews Helpdesk entries for the purpose of developing standard solutions, ensuring target dates are met and reassigning tasks if further interventions are needed
  • Assists with testing and rollout of new applications
  • Test fixes to ensure problem has been adequately resolved
  • Assist with documentation on new features from the latest release prior to upgrades
  • Maintains application master files as needed in Enterprise Systems
  • Demonstrates effective, clear verbal and written communication with vendors, end users and members of the IS team
  • Reviews proposed system-wide policies/procedures and submits recommendations
  • Participates in developing, testing and using departmental policies and procedures, as needed. Develop help sheets and frequently asked questions lists for end users
  • May assist on various special projects as requested. Performs other duties as assigned
  • Security setup for users in the following applications – Athena, Athena, Orders Management, Muse and Enterprise EHR, and more
  • Builds and maintains Provider Schedules in Athena
  • Maintain and Monitor ConnectR Interface Error Logs for Patient Matching Errors – Demographic/Appointment from Misys to the EHR. Athena to the EHR. AHS – (Transcription, Radiology, Cardiology), RelayHealth eMsgs, EMMI, Standing Stone and PACS logs
  • Patient Merge of duplicate patient account in Athena, Misys and EHR. Responsible for notifying the Administrator of Non-Enterprise systems of duplicate patient account
  • Enters new pharmacy requests in EHR. If Pharmacy is enrolled in Surescripts, log a call with Allscripts to have Pharmacy script enabled
  • Updates SMGnet Phone Directories and PageNet with new and terminated
  • Minimum 1 year experience in an information services customer service - help desk/service desk analyst role
  • Knowledge of the following systems a plus
  • Allscripts Enterprise EHR
  • Athena PM/EHR
  • CA Service Desk
  • EClinicalWorks
  • Muse
  • Dragon Naturally Speaking
  • Must have solid working knowledge of the Microsoft Windows operating system, Microsoft Office, and the ability to troubleshoot issues therein
  • Must possess strong communication skills, with clarity, conciseness, and confidence to speak with varying degrees of clients
  • Candidate needs to have strong PC troubleshooting and analytical skills to work with customers to solve an issue upon first call
67

Jrdc Service Desk Analyst Resume Examples & Samples

  • ISD agents must have the following skills and experience demonstrated through a series of customer service and technical questions posed during the interview process: ACTIVE DIRECTORY account administration (users and distro and security groups)
  • DoD Secret Security Clearance is required
  • Candidate MUST have a active Security+ (CE) certification. Security+ (CE) certification expiration date must be provided for all candidates
  • Associate's degree in a relevant field and at least two years of related experience
68

Intermediate Service Desk Analyst Resume Examples & Samples

  • Create and monitor service desk tickets
  • Provide tier 1 incident resolution
  • Support desktop technicians
  • ITIL foundations
69

Serivce Desk Analyst Resume Examples & Samples

  • Provide independent solutions to solve complex customer issues in a creative and forward thinking manner
  • Documenting all incidents, problems and requests in the company ticketing system (ServiceNow)
  • Provide ownership for assigned product groups and/or service areas for the Service Delivery Department
  • Excellent knowledge and troubleshooting experience with current versions of Microsoft Office (Outlook, Word, Excel & PowerPoint) for both Windows and Apple platforms
  • Experience in providing support for mobile devices (iPhone, iPad, Windows Mobile, Blackberry & Android)
  • Experience in supporting SaaS and Cloud based technology services
  • Experience in supporting IP based phone systems (Cisco)
  • Knowledge and experience with JAMF Casper Suite, especially Casper Remote
  • Knowledge and experience with Microsoft Configuration Manager
70

Junior Service Desk Analyst Resume Examples & Samples

  • Relevant degree (2 or 4 year) or qualifications/training/experience (such as CompTIA A+)
  • Willing to follow instruction and learn new tasks, to work flexibly as part of a global team
  • Willing to learn and to take responsibility for their own development
  • Willing to organize own workload and able to attend work at the required times
71

Lock Desk Analyst Resume Examples & Samples

  • Processes lock change requests and price exceptions
  • Assists Sales and Processing with pricing scenarios and/or clarifies as needed
  • Lock loans (best efforts) with investors as necessary
  • Empower testing
  • Creates/updates reports as requested/needed
  • As needed, administrative and clerical support to relieve department managers or staff of administrative duties
72

Tier One Service Desk Analyst Resume Examples & Samples

  • Provide first level technical support by responding to queries over the phone or email
  • Monitor own dormant tickets assigned to the Service Desk Queues and provide necessary action for completion or escalating to the correct workgroup
  • Accurately document the details of request or issue raised by user including the troubleshooting steps performed in the ticket
  • Follow specific detailed instructions
  • 1-2 Years Experience in Service Desk
  • Windows Operating System (Microsoft Active Directory, Microsoft Windows 2003 or higher)
  • MS Office Products
73

Service Desk Analyst, Senior Resume Examples & Samples

  • Analyze and resolve complex service requests and incidents that have been escalated by the junior level analysts
  • Leverage remote control technology (such as BOMGAR) while troubleshooting desktop and laptop problems
  • Experience installing, upgrading, and removing software
  • Experience using Remedy service management software (or similar tool) to track incidents and service requests through the full lifecycle
  • Advanced experience with Active Directory management & administration
74

Tier Service Desk Analyst Resume Examples & Samples

  • 2) Minimum of 1 year working with SQL Scripting - Creating from scratch. Must have extensive knowledge with SQL. (preferably have actually gone in and ran queries, order rows, and join tables)
  • 3) Minimum of 2 years working in a Service Desk or Help Desk role
  • Having worked with ServiceNow ticketing system is a PLUS
  • Having worked prior in a large enterprise environment is a PLUS
75

Associate Service Desk Analyst Resume Examples & Samples

  • Use ticketing system to document incidents and to assign them to other groups if necessary
  • Initial triage, troubleshooting, and analysis of hardware and software issues
  • Assist with testing of new applications and updates to both software and hardware systems
  • Interact with all levels of staff and management throughout each segment of the business
  • Modification of configurations, utilities, software default settings, etc. for workstations
  • Occasional troubleshooting deep dive into chronic/re-occurring issues
  • Break/Fix of known issues
  • Identify potential outages, fully document, and notify appropriate on-call staff
  • Password resets not handled by automated systems
  • Utilize, contribute to, and update the Service Desk knowledgebase
  • Partner with Tier 2 and 3 Support Teams on projects, deployments, and upgrade initiatives
  • Hours would be 9:00 AM – 7:00 PM Friday, Saturday, Sunday and Monday
  • This position would also be a 50% WFH, 50% Office position. The person will not be expected to be on-site at HQ on Saturday and Sunday
  • 1-2 years of experience in a Service Desk environment or equivalent
  • Troubleshooting experience in the following applications/systems: Microsoft Office Suite 2010/16, Windows 7/10, Adobe Acrobat/Reader, local and networked printers, and Active Directory
  • Creative, flexible, and proactive problem solver
  • Ability to prioritize job duties in a fast paced environment
  • Able to work effectively as part of a team
76

CIB Latin Distressed Desk Analyst VP / ED Resume Examples & Samples

  • Analyze stressed and distressed companies based in Latin America, including financial modeling, recovery analysis and sector research. Responsibilities will include building and maintaining relationships with management. Opportunities will include publicly traded bonds as well as loans and other private instruments
  • Provide valuation views to sales and trading on various opportunities
  • Collaborate with various business partners within the firm and externally to source opportunities
  • Work on various workout and restructuring opportunities
77

Disclosure Desk Analyst Resume Examples & Samples

  • Ensure all required loan disclosures have been completed and are being disclosed within Service Level Agreements and Regulatory Disclosure Requirements timeframes
  • Monitor individual workflow pipeline queues to ensure that the daily workflow requirements are being met
  • Maintain full knowledge of NVRM loan products and guidelines as well as possess current working knowledge of all relevant regulatory changes that affect loan disclosures
  • Maintain strong working relationships with all NVRM branch team members as well as corporate department team members
  • Minimum of 2 years of professionial administrative experience
  • Proven ability to prioritize tasks and meet deadlines
  • Ability to adapt quickly to a changing environment and requirements
78

Service Desk Analyst, Mid Resume Examples & Samples

  • Demonstrate sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support
  • Experience with patch management software (e.g., SCCM)
  • Ability to obtain DHS EOD
  • HDI Certification
  • Knowledgeable of Configuration Change Management best practices
79

Deals Desk Analyst Resume Examples & Samples

  • Review and analyze gross margins for non-standard pricing requests
  • Engage with Sales managers and finance controllers in seeking sufficient justification and additional details relating to the quote
  • Track and obtain all required approvals in line to compliance requirements
  • Perform pricing modelling/analysis for multiple configurations
  • Interact and collect information from stake holders, to create NSP IDs or SPA IDs on time and accurately
  • Willing to work in multiple time zone
  • Good Oral and Written communication skills
  • Technical: MS Windows, Oracle, MS office skills
80

Service Desk Analyst Junior Resume Examples & Samples

  • Able to have strong organizacional and follow-through skills
  • Able to prioritize incidents, multi-task and problem-solve, in order to provide telephonic support to our clients
  • Able to have a positive attitude, with an ability to resolve difficult customer issues
  • We will rely on you to ensure that the logged requests are resolved and the service level agreement promised to the client, is adhered to
  • You will be required to identify and highlight areas of short-comings in our current processes, and suggest immediate action and recommendations
  • You will be the key person tasked with interpreting, analysing, tracking and managing requests and update task details accurately in order to keep the client regularly informed
  • An essential part of the job is to co-ordinate product requests and liaise with the appropriate team members in order to resolve issues
  • And much more.
  • Experience in an Information Technology call centeE - let's say about 2 to 3 years
  • A technical certification such as ITIL, or a relevant diploma
  • Good English and Portuguese language skills
  • We need you to act professionally, be detail orientated and client focused at all times in order to maintain our client's satisfaction and thereby their business
  • It is important to us that you set a positive example of service and integrity at all times
  • Finally, we care about our clients, our colleagues and the environment and we want you to do the same
81

Lock Desk Analyst Resume Examples & Samples

  • Process rate lock requests in Encompass; clearly and effectively communicate with requestor(s) as needed
  • Process change requests, reprice requests and extension requests. Assist Loan Officers with post-lock file inquiries
  • Work closely with VP, Secondary Marketing to implement system changes, testing and process flow enhancements
  • Assist with system, product and procedural inquires
  • Prior Secondary Marketing or Capital Markets experience preferred, but not required
  • Strong Mathematical/ Analytical Skills, Deductive Reasoning and Attention to Detail required
  • Proficiency in Microsoft Office (Excel, Outlook, Word)
  • High School Diploma or equivalent required; Bachelor's Degree in a related field preferred
  • 2+ Years Mortgage Lending Experience or Equivalent Coursework preferred
82

Emerging Markets Desk Analyst Resume Examples & Samples

  • Thoroughly cover major Latin American supranational and corporate issuers
  • Provide limited macro coverage of Latin America as well as certain other emerging markets
  • Provide verbal commentary during the daily global fixed income morning meeting
  • Generate trade ideas throughout the day
  • Write daily commentary after market close
  • Produce extended thematic pieces periodically
  • Role requires signicifant travel with Debt Capital Markets team
  • 10 years of experience in the financial industry and at least 5 years as a Latin American semi-sovereign and corporate analyst
  • Ability to work well with traders, salespeople and Debt Capital Markets
  • Excellent investor relationships with thorough knowledge of key buyside analysis functions
  • Strong issuers relationships preferred
  • Strong macro and fundamental credit expertise
  • Excellent quantitative and relative value skills
  • CFA preferred
  • Familiarity with structured and project bonds helpful
83

Mortgage Disclosure Desk Analyst Resume Examples & Samples

  • Review all necessary and/or assigned elements of a loan file and disclosures (including the Loan Estimate) for accuracy
  • Manually calculate or run automated/online calculators to determine title insurance, title fees, real estate taxes, tax escrows, tax and/or state fees and enter data into LOS systems
  • Determine & enter the changed circumstance for increased fees
  • Analyze & determine loan qualification impacts based on changes
  • Coordinate with Loan Originators on impacts
  • Produce and provide disclosures to customers both on paper and electronically and ensure they are mailed or e-mailed
  • Ensure all RESPA requirements for disclosures are met including the 3 day requirements based on a valid change
  • Track and log daily activities as required
  • Review loans for quality submissions to underwriting
  • Conduct audits on files for adherence to process & report status
  • Maintain exceptionally high quality while engaging in high volume
  • Ability to work individually with little direction to accomplish goals
  • Bachelor’s Degree in Business Admin preferred
  • Related Functional Experience: Minimum of 1 to 3 years
  • Strong proficiency with MS Office tools such as MS Excel, Outlook, etc
  • Prior experience in mortgage compliance, closing and/or post-closing
  • Preferred: Prior experience with Empower Loan Origination System
84

Senior Principal Finance / Deals Desk Analyst Resume Examples & Samples

  • Managing deals through the Bid/QA deal review process to ensure quality assurance, business and operational compliance and optimal deal structure and pricing response
  • Provide discount and margin guidance based upon understanding of overall deal portfolio, business strategy and competitive situation
  • Effectively resolve and champion conflicts arising between internal operational processes and customer needs. Ensure appropriate expertise, review and approvals are applied to the execution of all service documents
  • Give guidance on complex deal structures and elevate specialized issues to appropriate business partners for resolution and approval
  • Create effective cross-functional and cross-organizational communication and teamwork by partnering with Revenue Accounting, Legal, Delivery, Sales and other internal corporate groups
  • Coordinate deal reviews with Delivery, Sales, Executive team and internal business partners. Support training, development, and compliance with operational policies
  • Foster a culture of continuous process improvement and customer service
  • Collaborate with peer deal desk teams in EMEA and Americas
  • Manage required processes, systems and reporting analytics and adhere to SLA’s. Review metrics and reporting to focus attention and resources effectively and maintains accurate statistics for the Bid/QA process. Provide business intelligence regarding contracts i.e., trend analysis on productivity (deal bids), margins, rates, service offerings. Support overall sales booking process
  • 5 – 7+ years of Financial/Operational experience which includes exposure or management of complex sales or service deals
  • Strong degree of confidence, negotiation and influence skills
  • Advanced proficiency in Microsoft Excel and Salesforce.com required
  • Strong communication, partnering and customer service skills
  • Solid understanding of business acumen
  • Bachelor’s Degree in Finance, Business or related field. MBA or CPA a plus
85

Service Desk Analyst Co-op Resume Examples & Samples

  • Handle several tasks concurrently, while maintaining a sense of priorities and meeting established service levels
  • Provide resolution to a variety of hardware and software problems using documented procedures
  • Contribute to the creation and maintenance of knowledge base documentation
86

Multilingual Service Desk Analyst Resume Examples & Samples

  • You will be fluent in two of the following – German, Spanish or French
  • You will also have a good level of English
  • Excellent communication skills - verbal and written
  • High level of self-initiative and accuracy
  • The ability to prioritise a busy workload and meet tight deadlines
  • Enjoy being part of a team
  • Be competent in Microsoft Office (Word and Excel)
87

Help Desk / Service Desk Analyst Resume Examples & Samples

  • 2-year college degree in Computer Science, Business Administration, related fields, and/or equivalent experience is nice to have
  • Advanced analytical skills essential: PC\MAC skills (MS office products, NT, Word, Excel, Outlook)
  • Training and problem management experience
  • Proven high problem resolution rate
  • Knowledge of RemedyForce problem management system or another ticketing system is nice to have
  • Experience documenting technical procedures
  • Insures adherence to service level agreements. Possesses a complex understanding of Business Unit functions and escalates reported problem
  • Produce periodic Status Report
88

Help Desk / Service Desk Analyst Resume Examples & Samples

  • Previous service desk/help desk support experience providing phone and remote support
  • Experience supporting cellular devices (iPhone, etc.) and WiFi a plus
  • Basic knowledge of service desk ITIL processes
  • Minimum of two years’ experience in a Help Desk / Service Desk environment
  • Minimum of two years post High School education
89

End User Service Desk Analyst Resume Examples & Samples

  • Good knowledge of advanced technology systems and applications
  • Understands and complies with oral and written rules/instructions/procedures of organisational framework
  • Consistently meet targets to ensure that calls / requests are responded / actioned within SLAs
  • Provide ideas and participate in process improvement initiatives
90

IM Service Desk Analyst Resume Examples & Samples

  • Receiving, logging and managing calls from staff via telephone and email · Maintaining an Asset Database and track changes
  • 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Mobile Phones, Laptops, PCs and Printers
  • Troubleshoot basic network issues such as MPLS and general ISP issues
  • Escalate unresolved calls to the appropriate resource for 2nd/3rd line, which will either be De Beers strategic vendors (e.g. HCL,BT,Accenture) or in-house IM staff
  • Online chat component for faster resolution times
  • Log all calls in the Service Desk Call Logging system (Service Now)
  • Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
  • Publishing support documentation to assist staff with requests for information & provide staff training if required
  • Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc
  • To arrange for external technical support where problems cannot be resolved in house
  • MCP certification would be desirable Requirements
  • Strong communication skills and telephone manner
  • Excellent organisational skills
  • 2 years previous IT Service Desk and/or Call Centre experience required
  • Incident Management experience – Managing incidents including business expectations and communication
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows 7/10 and Office 2013
  • Experience with using and troubleshooting Outlook 2013, O365 within a network environment (permissions, calendar sharing, delegation)
  • Operational Support hours will be from 6am-6pm MST, willing to work various shifts. Shifts will be rotational
91

Finance Service Desk Analyst With Spanish Resume Examples & Samples

  • Fluency in Spanish is mandatory
  • Medium French skills (written and spoken) would be a plus
  • Have customer management skills in terms of problem solving attitude
  • Previous Finance experience (Accounts Payable) would be desired
92

Finance Service Desk Analyst With French Resume Examples & Samples

  • Fluency in French is mandatory
  • Medium Italian skills (written and spoken) would be a plus
  • Be fully aware of own responsibilities and be capable of making decisions
93

Service Desk Analyst Senior Resume Examples & Samples

  • Takes initial telephone, email, walk-in or other inquiries for service and incident related work orders; Records all issues accurately and timely in Service Desk ticket management system escalates severe and/or complex issues to appropriate resources properly and efficiently
  • Develop troubleshooting processes/procedures; for root cause and remediation, resolving those issues directly without escalation as often as possible; assists peers with escalations as needed
  • Conducts Tier 1-3 and troubleshooting and support of network administration, commercial off-the-shelf software, in-house custom-developed applications, PBX and telephony infrastructure
  • Strategically work with Admin team to develop processes for problem management (ITIL) processes
  • Participates in Server maintenance procedures
  • Add/Edit/Remove users in Active Directory and network shares; work with Audit team to ensure compliance with SOX
  • Performs backup/additional administrative duties for Service Desk Supervisor as needed
  • Other Duties as assigned
  • Associate’s Degree (A.A) or equivalent from two-year College or technical school and 2 to 5 years’ related experience and/or training; or equivalent combination of education and experience
  • Bachelor’s preferred
  • Team Player with a professional attitude
  • Excellent organizational skills; detail oriented, ability to prioritize and multi-task and meet deadlines
  • Excellent customer service skills; written and verbal communications
  • Ability to work a flexible schedule including overtime and 24x7 on-call rotation at least one week per month
  • Ability to schedule and update projects using standard PM guidelines
  • Proficient with Microsoft Suite, including Word, Excel, PowerPoint and Outlook
  • Knowledge of PC hardware and peripherals
  • Knowledge of Windows 2000/XP/7 and Windows Server 2003/2007
  • Knowledge of MS Office (Outlook, Word, Excel, etc)
  • Knowledge of LAN/WAN networking
  • Knowledge of VPN remote access
  • Knowledge of Symantec Ghost
  • Active Directory and Exchange
  • Ability to use remote software to assist users or equipment Ability to setup, troubleshoot and repair Video Recording Equipment
  • Demonstrate ability to setup, troubleshoot and repair office copiers
  • Demonstrate skills of setup and use with Virtual Machines/Servers
94

Associate Service Desk Analyst Resume Examples & Samples

  • Monitors phones and IT service request queue(s)
  • Provides first contact and novice level one support for PTC personnel and Partners
  • Attempts to resolve questions and completes requests for defined areas of service in alignment with established SLA’s
  • Documents requests, troubleshooting steps with root cause and resolution in tracking system. Typically confirms with requestor that issues are resolved and that requests can be closed. If unable to resolve, assigns ticket to the appropriate level two support queue
  • May execute SOX controlled access requests after receiving the appropriate approvals
  • Learns all Service Desk, IT and SOX policies, processes and requirements to achieve SLAs
  • Has the ability to work calmly with patience under stressful situations with users from different cultures and across geographies
  • Strives to provide clear and concise communication, is compassionate / understands how callers feel and articulates what can be done in an upbeat, confident and positive tone
  • Attempts to translate technical issues into non-technical terms that are easily understood by the requestor
  • Understands and follows the departments Incident Management policy and procedures
  • Strives to ensure that all incident communications clearly articulate incident impact, remediation activity updates, and resolution details
  • May surface issues or risks to management if appropriate
  • Assists in the creation of IT Knowledge Base articles associated to supported services when documentation does not exist for known errors
  • Assist in the maintenance and revision / update of expired IT Knowledge Base articles
  • Monitors alerts received through monitoring console; processes alerts and escalates to appropriate IT teams
  • Assists in the review of escalation matrices to ensure they are kept up-to-date by Service and Application Area owners
  • Understands and follows the department’s critical Incident Management process
  • Posts emergency notices and escalates in the event further company-wide communications are required
95

I.T Service Desk Analyst Resume Examples & Samples

  • Answer incoming technical support phone calls and emails in a high-volume environment and enter all pertinent information and updates of the reported issues into a ticket tracking application
  • Delivers high levels of customer service at all times and ensures compliance with Service Level Agreements (SLAs.)
  • Provide 1st level (and some 2nd level) technical support for the following
  • All IT hardware including desktops, laptops, networking and telephony equipment
  • Desktop software applications
  • Business / Enterprise software applications
  • Analyzes and documents reported issues and outages - determines severity, impact, and nature of reported issues, and begins incident or service request management process
  • Proactively checks the Service Desk queue for open tickets
  • May occasionally provide desk side services as required including: installs, system configuration, hardware break/fix and advanced technical support
  • Assist various teams in the I.T. Department on corporate I.T. project deliverables
  • Create and maintain Service Desk documentation and intranet sites Document solutions into Knowledge Base articles to improve future service delivery
  • Possess the temperament to work under pressure in a demanding and changing environment
  • Willingness and enthusiasm to master new software products and releases
  • Ability to manage priorities, working both independently and within a team
  • Desire and ability to develop skills through on the job learning and formal training courses
  • Ability to converse with all levels of customers, from line staff to executive officers
  • Effective oral, written and interpersonal communication skills
  • Ability to respond effectively to sensitive inquiries or complaints, as well as deal appropriately with emotional customer service situations
  • The ongoing pursuit of technical certifications is encouraged
  • High school diploma or GED required
  • Bachelor's degree in Computer Science, Information Systems or related field or Certificate from a Technical School/Institute preferred
  • Technical certifications are a plus (see list above)
  • A minimum of two years of relevant IT experience or related computer business experience required
  • Experience and/or knowledge in several of the following technologies is required
96

Tier Service Desk Analyst Resume Examples & Samples

  • Identifies opportunities to improve team member satisfaction
  • Processes incoming customer interactions within Service Desk departmental goals
  • Proposes creation or revisions to Service Desk knowledge documentation and processes
97

Integrated Service Desk Analyst Resume Examples & Samples

  • Technical SME to provide input for enterprise projects that affect Service Desk workflow
  • Works with SME's from various IT groups to develop and test new technical solutions
  • Develops and maintains technical SOPs for the Service Desk
  • Provide technical lead guidance to senior management and to teammates on escalated issues
  • POC for testing software on behalf of the Service Desk for MDA pilot programs
  • Duties include develop, test and maintain Windows PowerShell and Visual Basic scripts for the purpose of automating business processes such as account provisioning, account validation, metrics/reports and general Active Directory and Exchange processes. (This allows the Service Desk to produce reports for trends and patterns across large data sets quickly and efficiently using PowerShell.)
  • ISD agents are polite, respectful, professional, process-oriented and are committed to providing unparalleled customer service
  • Bachelor's degree in a related field, or the equivalent experience
  • Minimum of 5 years work related experience
  • Must have general PC and Microsoft Office troubleshooting skills and the ability to clearly converse with customers at all levels
  • Basic network troubleshooting
  • Currently active Security+CE certification
  • Prior experience in a service/help desk environment, prior technical lead experience managing Service Desk workflow
98

Integrated Service Desk Analyst Resume Examples & Samples

  • Bachelor's degree and 5 years relevant work experience. Additional years of experience in lieu of degree is acceptable
  • Integrated Service Desk team members must have general PC and Microsoft Office troubleshooting skills and the ability to clearly converse with customers at all levels
  • ISD agents must have the following skills and experience demonstrated through a series of customer service and technical questions posed during the interview process
  • Candidates must be enrolled in Continuing Education (CE) with a Security+ certification
  • Must be able to communicate written and/or verbal situational awareness to management and Government leadership in a concise, professional manner
  • DoD Secret Security Clearance required
99

Senior Help Desk / Service Desk Analyst Resume Examples & Samples

  • Basic networking knowledge
  • Knowledge of Activity Directory and Security applications
  • Excellent customer support skills
  • Strong written and verbal communication skills to clearly communicate with management, users and IT staff
  • Ability to work in a team environment; highly self-motivated
  • Working knowledge of MS OS environments and MS Office suite
  • Ability to learn new technologies quickly
  • Minimum of four years’ experience in a Help Desk / Service Desk environment
  • Associates Degree preferred
100

Level Service Desk Analyst Resume Examples & Samples

  • Provide L1 technical support for IT requests via e-mail, phone and other electronic medium
  • Ability to work independently and efficiently to meet service level agreements
  • Ability to promptly answer support related email, phone calls and other electronic communications
  • Flexible to work in shifts
  • Knowledge and experience in troubleshooting windows client operating systems
  • Experience in supporting various industry standard enterprise applications like Microsoft office, Adobe products, Antivirus software, Java etc
  • Basil understanding of various windows services like Active Directory, Registry, Group policy, windows updates etc
  • Experience in troubleshooting Outlook and Lync client
  • Managing AD accounts, Printer installation, Network drive mapping, Software installations
  • Identify and remove Virus infections on machines
  • Support LAN/Wi-Fi connectivity issues
  • 1-3 year experience in technical support/IT support domain. Candidates with more than three years of experience need not apply for this role
101

Finance Service Desk Analyst Resume Examples & Samples

  • Fluency in English is mandatory (both written and verbal skills)
  • Be fully aware of own responsibilities and be capable of taking decisions
  • As our team is based on friendship, it’s important to be a team player
  • Good knowledge of Microsoft Office
  • Accounting knowledge would be a plus
102

Solution Desk Analyst Resume Examples & Samples

  • Provides timely response and resolution to e-mail and phone support requests regarding both IT related, WRAPS application functionality issues received from the Resettlement Support Centers (RSCs), Population, Refugees, and Migration (PRM), Department of Homeland Security (DHS), Resettlement Agencies (RAs), and other external and internal partners
  • Follows and adheres to Help Desk standards and practices indicated in the Standard Operating Procedure (SOPs)
  • Capable of utilizing or experience with Help Desk trouble ticketing systems
  • Effectively Documents, Troubleshoots, and Tracks inquiries or issues being received to the Help Desk in order to meet or exceed team/contract (SLAs) Service Level Agreements
  • Reviews application detailed designs for first level analysis of issue reported by the end user. Strives to resolve reported issues during initial stakeholder contact and escalates issues to the appropriate team for further analysis and resolution as required
  • Provides timely/accurate written information in response to inquiries via MS Outlook
  • Exhibits exceptional attention to detail, organizational skills and ability to respond quickly and accurately to customer support situations
  • Provides assistance on WRAPS application functions and usage to the end user as well as to other team members
  • Utilizes the WRAPS application for account administration activities such as creation of new accounts, and providing necessary security roles
  • Utilizes configuration management tool to write software change requests for suggested enhancements to the application as well as defect notifications as required
  • Maintains the Help Desk Knowledge Base as required
  • Capable of or have experience utilizing SQL for query and troubleshooting efforts
  • Performs website administration to include user account administration and document posting
  • Provides Microsoft Active Directory user account administration, such as password resets
  • Utilizes SQL Reporting Services to update colleague subscriptions and to run and provide selective reports as required
  • Strong knowledge and previous international experience specifically with processing refugees preferred
103

Lead Help Desk Analyst Resume Examples & Samples

  • 7 YEARS REQUIRED
  • Solid knowledge and experience with browser based applications
  • Experience researching, analyzing and interpreting automated system problems
  • Very good oral and written communication skills to effectively deal with all levels of the organization
  • Solid experience leading a team
  • Experience analyzing and projecting the needs of a team to ensure success
  • Experience implementing and managing a help desk operation
104

UKI Service Desk Analyst Resume Examples & Samples

  • Build effective relationships with customers, acting as a key UKI Service Desk Events point of contact, actively seeking out and responding to feedback in order to deliver a high level of customer service
  • Co-ordinating Events team activities/tasks to ensure successful delivery of all high profile Events
  • Creating capacity within our buildings to facilitate operational activity
  • Driving process efficiencies within the UKI Service Desk, allowing for greater focus on daily team activities and expanding Events area
  • Creating and maintaining process documentation and operational manuals to ensure the service retains consistency of approach
  • CRM
  • Provide support to the UKI Service Desk Specialist
  • EMS and Siebel Champion, POC and subject matter expert on software, operational reporting and team service levels
  • Event Team management/co-ordination
  • Day to day operational activity ensuring SLA’s are met
  • EMS/Siebel Administrator
  • Preparation of ad-hoc and UKI Service Desk operational reporting
  • Proactive management of space
  • Maintain team SharePoint and associated documents
  • Supplier Management – VoxPro
  • Manage External Contractor EIDs
  • Attend and arrange Weekly meetings and calls
  • New joiner orientation and training
  • Team knowledge and upskilling
  • Highlight issues/escalations to Team lead
  • Point of operational cover for Team Lead
  • Operational POC for AWS Stakeholders
  • Extremely high level of attention to detail
  • High level of proficiency in Excel and SharePoint
  • Ability to work independently, organise and prioritise own daily workload
  • Flexible and dependable
  • High levels of responsiveness and ownership
  • Handle issue resolution
105

Service Desk Analyst Level Resume Examples & Samples

  • Associates Degree in Information Technology or 3 years equivalent experience in a technology related field
  • Prior experience in a customer service role
  • Ability to adapt and adjust to changing work situations, processes, and procedures
  • Certification or experience equivalent to Microsoft MCITP or CompTIA A+, Network +, or Security +
  • Willingness to work flexible hours with occasional evening and weekend hours
  • Must have access to a personal computing device, high speed internet connection and have a private telephone service available for company use if required
106

Level Service Desk Analyst Resume Examples & Samples

  • Provide exceptional and professional customer service to our clients
  • Log all client contacts - calls, emails, web forms, chat sessions, or voicemails - into the appropriate ticketing tool
  • Escalate issues, situations, or problems requiring urgent attention to Level II Analysts, Team Leads or Service Desk Managers
  • As process describes, route tickets that cannot be resolved at the desk to appropriate assignment or resolver groups
  • Collaborate effectively with other service desk team members to resolve and document unfamiliar issues
  • Participate in ongoing training for service desk operations
  • Work on projects or tasks assigned by supervisors
  • Associates degree in Information Technology or 2 years equivalent experience in a technology related field
  • Superior interpersonal skills and telephone etiquette
107

IT Fresh Graduates & Tsrs Apply Now-junior Service Desk Analyst Resume Examples & Samples

  • Make an impact to your co-members at CGI
  • Resolution oriented
  • Keen eye on details
  • 1 year Active Directory administration experience
108

Senior Clinical Service Desk Analyst Resume Examples & Samples

  • Provides technical guidance and consults with others to identify and resolve complex user problems, resolving them to the customer's satisfaction
  • Logs problems cases that cannot be resolved immediately and researches for solutions. Keeps customer informed of progress of problem resolution
  • Implements daily system monitoring, maintenance and support procedures of clinical systems
  • Monitors, tests, troubleshoots, and resolves issues surrounding interfaces and other problems for clinical applications
  • Develops and maintains documentation and training procedures
  • Prepares monthly statistical reports
  • Provides training support and documentation for less experienced team members
  • Responds to customer questions and problems in a timely and appropriate manner
  • Location/Facility – Baylor University Medical Center, Dallas
  • H.S. Diploma or GED required
  • 4 years of experience required
109

Trainee Service Desk Analyst Resume Examples & Samples

  • Good customer service skills and experience
  • Client/customer facing skills and experience
  • Ideally experience of call handling/logging
  • Ideally experience in a call centre/service desk/helpdesk
110

Help Desk Analyst Ent Resume Examples & Samples

  • Prior knowledge of ITSM ticketing system
  • HDI Help Desk Analyst certification
  • Knowledgeable of Microsoft Office 365
111

HFS Service Desk Analyst Resume Examples & Samples

  • To provide support for HFS applications via service requests and handle incidents for all day to day problem resolution/support issues
  • Support Tickets
  • Incident Tickets
  • Change Tickets
  • New FTP set up
  • Application Access setup
  • User Access Reviews
  • Maintenance of HFS Events Calendar
  • Collection of Changes for the Change Approval Board process
  • Production and distribution of Management Information
  • Support for DR, Security and Technical Testing
  • Develop good working relationships with onshore teams including Dublin,, Luxembourg and Paris and with Viteos
  • Develop a good understanding of the existing application (functional and technical)
  • Flexible to work on rotational shifts
  • Strong understanding of Support Helpdesk workflow
  • Experience in Helpdesk Environment
  • 1-3 years IT experience
  • Very strong communication /negotiation skills
  • Well organised and able to multi-task
  • Excellent written and documentation skills
  • Intermediate to Advanced Excel skills
  • Firm, able to enforce security policies and procedures
  • Strong relationship building skills, including the ability to create and maintain relationships with various Clients (Internal and External)
  • Able to work effectively in a team as well as alone when required
  • Demonstrated commitment to continuous learning
  • Tenacity and Initiative
  • Understanding of Service Level Agreements
  • Good Time Management Skills
  • Experience in Customer facing roles
  • Experience with Risk, Compliance, Controls and best practices
  • Strong appreciation of production responsibilities within an international financial institution
  • Experience with financial institutions
112

Tier, Service Desk Analyst Resume Examples & Samples

  • 2-3 years of help desk/call center experience
  • 2-3 years of experience working with "service desk ticketing tools" preferred. (Service Now, HP Service Manager, etc.)
  • Local and network printing
  • Troubleshoot PDA issues
  • Cisco VPN Client
  • Knowledgeable with office products
113

Deals Desk Analyst Resume Examples & Samples

  • You will cultivate and sustain strong working relationships with pivotal business partners (e.g. Finance, Legal, Support, etc.) to help facilitate the review and approval process
  • You will accurately process orders using the company’s internal CRM system
  • You will work with cross-functional teams (e.g., Legal, Finance, Product, etc.) focusing on complex pricing/commercial terms and provide options to provide the means to Sales to address and surmount customer objections while maximizing revenue/bookings
  • You will deliver ongoing education and training to ensure Sales’ understanding of and compliance with the non-standard deal process
  • You will safeguard and manage data quality in SFDC for all proposed and closed quotes/deals. This includes but is not limited to customer entitlements, new deal logos, commission levels and deal amounts, ensuring that all transactions adhere to internal revenue recognition policies and operational guidelines
  • You will plan and coordinate all necessary training documents and presentations for new sales hires
114

Onsite Help Desk Analyst Level Resume Examples & Samples

  • Escalate tickets to engineers and technicians
  • Assist with fieldwork as requested
  • Sets and loads computer equipment with required items and prepares computer equipment for operation
  • Operates computer for purpose of providing information to requesting clients and/or engineers
  • Troubleshoots minor equipment malfunctions and corrects them as directed by computer operation manuals, or supervisor
  • Performs task necessary to prepare computer-provided information for delivery to requesting clients
  • Trains clients on operating system
  • Able to react to change productively and handle other essential tasks as assigned
  • Office work as assigned
  • One week per month of on-call coverage for after-hours incidents – overtime pay applies for time logged against incident handling (initiate to resolve time)
  • This position has the possibility of a Saturday shift from 7:00 AM- 4:00 PM
  • HP or Dell PC Repair Certification
  • Some experience fielding support calls or Help Desk Level 1 support
115

Application Service Desk Analyst Resume Examples & Samples

  • Contribute to ANZ Strategy & Digital Transformation
  • Opportunity to work in a fast paced, performance driven environment
  • Reward for outperformance
  • Experience / background in Mainframe or AS400 is a plus but not required
  • Solid operations knowledge and capability
  • Strong focus on quality and analytical problem solving skills, high attention to detail, resilience and ability to delivery results, and established informal leadership skills
  • Self-motivated with demonstrated initiative, and able to run with a problem to its completion with ability to prioritise and manage multiple problems simultaneously
  • Excellent communication skills with the ability to effectively influence and communicate with business and technology at varying levels - from Senior management to operation staff
116

It-das-help Desk Analyst / HDA Resume Examples & Samples

  • Act as a single point of triage/contact for phone calls and emails from incoming service now tickets regarding IT issues
  • Participate in ticket prioritization, assignment, escalation, tracking, reporting and management of time and resources
  • Maintaining an Asset Database or track changes via Service Now
  • 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Email administration (0365 and Identity Management)...troubleshooting may involve powershell skillsets
  • Troubleshoot basic email, licensing, identity management issues
  • Escalate unresolved calls to the infrastructure support team Tier III
  • Log all correspondence in the Service Now
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
  • Document resolutions and place in knowledge base (Service Now)
  • To maintain a high degree of customer service for all support queries and adhere to all
  • Service management principles
  • Provide basic in-house training in MS Office applications used within the Association (Word,
  • Excel, Outlook, PowerPoint) regarding Office 365 products to our agency customers
  • Provide stats for the weekly Service Desk report on call trends
  • Review you service now queues appropriate and ensure tickets are assignment appropriately
  • Ensure ticket assignments and completions are met with in the appropriate SLA's of Client standards
  • Publishing support documentation to assist staff with requests for information & provide
  • Staff training if required
  • 2-3 years previous IT Service Desk and/or Call Centre experience required in the following areas
  • Active Directory knowledge. Creating user accounts, reset passwords, create groups etc
  • Office 365 admin console experience
  • PowerShell experience creating scripts, etc
  • MS exchange administration and migration experience
  • Incident Management experience – Managing incidents including business expectations and
  • Basic User & Security Group Active Directory administration
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and
  • Office 2007
  • Experience with using and troubleshooting Outlook 2007 within a network environment
  • (permissions, calendar sharing, delegation)
  • Self-motivated achiever who gains satisfaction from providing excellent customer service
  • An ITIL qualification is preferable but not essential
117

Service Desk Analyst / Days Resume Examples & Samples

  • Determines when it is necessary to forward/assign a problem to the appropriate Tier 2 support group
  • Triages problems and assigns proper priority to issues while assigning issues to the correct Information Services teams
  • Executes notification processes to management and clients during service disruptions and facilitates communication between Service Desk Levels 2 - 4 Information Services Support teams
  • Minimum of 2 years experience
118

Deals Desk Analyst Resume Examples & Samples

  • Manage day-to-day quoting and pricing approvals
  • Providing and enforcing discounting guidance to Sales teams on all active and pending quotes across multiple regions
  • Ensures that sales and negotiation strategies adhere to established guidelines and policies, and maintains solid understanding of F5 licensing
  • Manage to a set service level agreement on all incoming discounted pricing requests
  • Partner with Finance to ensure consistency and transparency with the key performance metrics for sales reporting
  • Intermediate computer skills including MS Excel, PowerPoint and Word
  • Basic Experience with CRM systems preferred (SFDC)
  • Basic understanding of Channel and Direct Sales Processes
  • Basic Excel spreadsheet skills
  • Strong written, verbal and quantitative skills
  • Ability to juggle, multitask, and prioritize in a fast paced environment
  • Creative thinker and a self-starter
  • Very organized and detail oriented
  • Basic research skills
  • Basic ability to draw concise, well supported recommendations based on detailed analysis of the given issue
  • Customer excellence mentality
  • BA/BS Degree in Finance, Business Administration or related field preferred
  • A minimum of 1 year relevant experience within Sales Operations or comparative role supporting a sales organization
119

Trainee Service Desk Analyst Resume Examples & Samples

  • Continual liaising with counterparts in other regions and with Peers in the UK
  • To provide 1st line technical support; answering support queries via phone, email and call tracking system
  • To achieve 70% + of calls closed at the 1st line within a technical service desk team
  • Maintain a log of any software or hardware problems detected
  • Case Management: Ensuring Incidents and Requests are managed following the ITIL framework
120

Entry Level Service Desk Analyst Resume Examples & Samples

  • Interact with customers, via multiple communications methods, per established customer service and quality guidelines
  • Using all available resources (including but not limited to: training, knowledgebase, intuition, and escalation resources), resolve or escalate customer incidents per established guidelines, processes, and service level agreements. i.e. Provide quality solutions in a timely manner
  • May provide escalations to Tier 1 Service Desk staff
  • Maintain/enhance relationships with other support organizations (internal and external) to help resolve problems. Demonstrate the ability to appropriately escalate issues
  • Ensure ticket documentation is accurate and thorough
  • Maintain ownership of workload
  • Identify recurring incidents and trends, and escalate appropriately
  • Take applicable/assigned training courses
  • Ensure knowledgebase is kept up-to-date by notifying Team Lead and/or Supervisor of any deficiencies or improvement ideas
  • Adhere to documented personnel and department guidelines and policies
  • Contribute toward/lead continuous improvement efforts and initiatives
  • Excellent Customer Service & Attitude
  • Excellent listening/understanding, verbal, and written communications
  • Excellent contact control, analytical and problem solving
  • Proactive and Accountable
  • Possess a sense of urgency and maintain stress awareness/management
  • Ability to multi-task while being attentive to the customer
  • Adaptability, Flexibility, Innovative/Creative Solutions
  • Desire to learn, and maintain/enhance knowledge
  • Readily accepts feedback, mentoring, and coaching
  • Familiarity with Microsoft Office suite, ticketing tools, and troubleshooting tools
  • Basic understanding of networking, web, email, mobile and security
  • 2 or more years customer service experience or other pertinent related experience
  • 1+ year of practical experience working in a fast paced call center environment
121

Service Desk Analyst Co-op Resume Examples & Samples

  • Working toward an Information Technology degree
  • Ability to solve basic problems and apply a common sense approach to accurately identify and understand the problem
  • Knowledge of Microsoft products
  • Knowledge of Lotus Notes 8.5 and 9
122

Service Desk Analyst, mth Temp Resume Examples & Samples

  • · World’s Largest FMCG, Leaders in Nutrition, Health & Wellness
  • · World Class Solutions
  • Rhodes. 12 Month Temporary Contract
123

Service Desk Analyst x Resume Examples & Samples

  • Respond to queries and requests via a number of methods including phone, email and support tickets
  • Provide First Contact Resolution (FCR) whenever possible using the knowledge base and other toolsFC at your disposal
  • Identify repeat incidents and highlight potential process improvements
  • Complete user access requests, software installs and local hardware requests
  • Build great working relationships with all teams across Computershare
  • Ensure that all procedures and documentation are kept current, and that any amendments are communicated to the team
  • Ensure that your work adheres to internal and external audit requirements, business regulations, and service level agreements
  • Excellent communication skills – you’re great on the phone
  • A belief that excellent customer service is everything
  • A willingness to work flexible hours/shifts
  • A great team player – you help others and know when to ask for help
  • An understanding of Microsoft tools & systems
  • Self-motivated – you’re willing to take a project and own it
  • Able to troubleshoot hardware/software/network issues (and you’re eager to learn new technologies)
124

Customerservice Desk Analyst Resume Examples & Samples

  • Flexible to new technologies
  • Ability to work effectively as a member of a team
  • Excellent timekeeper
125

Service Desk Analyst x Resume Examples & Samples

  • Demonstrable experience of 1st line IT Support / Experience of working on an IT Service Desk using an automatic call distribution system
  • Experience of working within and to ITIL standards – ITIL Foundation Certificate V2/V3 preferred
  • Experience of working to SLA’s
  • Strong technical knowledge and the ability to adapt to new technologies
  • Good call logging and call handling experience
  • Clear, confident and personable Telephone manner
  • Demonstrate good written communication skills and able to write clear and concise communications. The ability to document standards and procedures, paying attention to detail
  • Excellent timekeeping
  • Willingness to learn and adapt to new challenges and be able to flex when required
  • Able to deal with challenging calls
  • Remedy Clarify or any other Service desk Call Management CRM system
  • Knowledge of using and troubleshooting Windows workstations, 2008/2012 Server Operating Systems, DHCP, DNS, remote backup technologies, Antivirus would be an advantage
  • Experience of working in an IT environment within schools
126

Dot-help Desk Analyst / HDA Resume Examples & Samples

  • Understanding of Desktop Support and Software Licensing Services
  • Uses creativity and innovation to automate and streamline processes and procedures. 3. Understands customer support, likes to work with people and can ensure that the customer is satisfied
  • Ability to collaborate with supporting resources across business and/or functional lines. 4. Have excellent oral and written skills/possess strong meeting and work session facilitation skills
  • Must be knowledgeable in the English language/speak clearly and understandably use the English language
  • Service Now experience is desired
127

DI Help Desk Analyst Resume Examples & Samples

  • Provide end user support
  • Perform PC/network support and maintenance
  • Assist with administration of the Dungarvin voicemail and phone system
  • Provide application and reporting support
  • Manage PC hardware and OS R&D
  • Perform PC builds
  • Manage IS loaner equipment
  • Assist with technological research and development
  • Asset tracking and management
128

Lock Desk Analyst Resume Examples & Samples

  • Provide superior customer service while managing a queue of loan processing requests from the field via phone and email
  • Reporting, analysis, and reconciliations of Secondary Marketing and Pricing activities
  • Ensure data quality in origination system, i.e., extensions, relocks, changing expiration dates, inputting net marketing changes, changing loan program codes
  • Communicate loan lock and pricing policies and procedures to loan officers and processors
  • Perform quality control on daily rate sheets. Learn to manage process of generating rate sheets, and may maintain and develop loan pricing models, depending on ability
  • Build a base knowledge of Residential Lending Products, Rate Sheets, and Lock Policies
  • Other support functions as needed
  • Degree in Finance, Economics, Business, or related field required. Candidates without a degree may be considered with exceptional relevant work experience
  • Excellent communication skills – phone, personal contact and written
  • Maintains effective working relationships with manager, co-workers, branches and home office departments
  • Able to work as part of a team as well as independently, and with people of diverse backgrounds
  • Willingness to work overtime, when needed
  • Possessing good judgment, and ability to accept responsibility and handle confidential information
  • Must be a self-starter, dependable, and accurate in completing responsibilities with strong attention to detail
  • High sense of professionalism when dealing with others
  • Comfortable in a fast-paced environment, with a demonstrated ability to accept and implement change
  • Understanding of fundamental finance concepts. Basic understanding of mortgage lending
  • 0-2 years of previous Secondary Marketing or Lock Desk experience is preferred
129

Yum Service Desk Analyst Resume Examples & Samples

  • 2-4 years of experience providing Technical Desktop, Service Desk and/or Support Services
  • 2-4 years of broad experience working with a variety of different technology platforms, inclusive of hardware, software, desktop and network
  • Knowledge of ITIL industry standards, best practices and audit requirements
  • The ideal candidate will possess extensive experience supporting a wide-variety of hardware and software platforms, including: desktops, laptops, printers, peripherals, Windows 7 & 10, OS X, Active Directory, Microsoft Office 2013, Office 365 and mobile devices
  • Demonstrated proficiency in using the Microsoft Office suite of applications including Microsoft Project, Visio, PowerPoint, Word, and Excel
  • CompTIA A+ Certification a plus
  • ITIL Foundation Certification a plus
  • Can work independently as a remote extension of a larger team
  • Positive, flexible, and self-motivated attitude
  • Detail oriented with excellent follow-up skills
  • Ability to handle highly confidential information/materials
  • Exceptional customer service skills and negotiation/influence skills in an executive-level environment
  • Ability to manage high stress, demanding situations
130

AP Help Desk Analyst Resume Examples & Samples

  • Respond to a variety of vendor inquiries via telephone and email
  • Resolves invoicing and payment issues with internal and external constituents
  • Utilize the centralized ticketing system for all requests and resolution
  • Ensure proper documentation of issues within ticketing system
  • Effectively interact with other departments to provide solutions
  • Promotes and demonstrates a commitment to quality and timely processing of
  • Adheres to department performance metrics as directed by management
  • Abides by department policies and procedures, including SOX controls
  • Contributes to ERP and operational system enhancements, upgrades, or migrations,
131

Lock Desk Analyst Resume Examples & Samples

  • Perform quality control on daily rate sheets. May manage process of generating rate sheets, and may maintain and develop loan pricing models, depending on ability
  • Build a base knowledge of Residential Lending Products, Rate Sheets and Lock Policies
  • Degree in Finance, Economics, Business, or related filed required. Candidates without a degree may be considered with exceptional relevant work experience
  • 2+ years of previous Secondary Marketing or Lock Desk experience preferred
132

Level Service Desk Analyst Resume Examples & Samples

  • Answer incoming ACD calls displaying world class customer service skills
  • Meet and exceed all defined metric targets
  • Assist with processing incoming emails and monitoring ticket queues as needed
  • Demonstrate strong customer focus and ability to communicate with multiple levels of the organization
  • Provide basic technical troubleshooting skills in an effort to resolve or understand the underlying root cause of each issue
  • Demonstrate ability to probe when assisting customers in an effort to ensure a clear understanding of the issue
  • Provide thorough, meaningful data when documenting calls and emails in the ticketing system
133

Tier, Help Desk Analyst TS / SCI w / Poly Resume Examples & Samples

  • Knowledge or experience with PKI
  • Strong communication skills to troubleshoot issues with end users
  • Ability to prioritize and work independently
  • Demonstrate excellent customer service and customer-facing skills
  • Knowledge or experience with hardware token-based PKI and two-factor authentication