Help Desk Analyst Resume Samples

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A Schimmel

Alden

Schimmel

708 Marks Island

Dallas

+1 (555) 767 5591

708 Marks Island

Dallas

Phone

p +1 (555) 767 5591

Experience Experience

Boston, MA

Help Desk Analyst

Boston, MA

Koch-Rath

Boston, MA

Help Desk Analyst

Assists in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations
Logging and tracking calls using a call tracking system and maintain history records and related problem documentation
Monitoring the ticketing system for self-service requests and following up with the requestor for additional information/troubleshooting
Facilitate communications as necessary, including making external calls, setting up conference calls, and providing information to relevant parties
Answering, evaluating, and prioritizing issues arising from voice mail, email, and web requests for assistance from users
Monitoring and escalating severe issues following escalation process, ensuring service level agreements are met
Creating/maintaining user accounts, resetting passwords, creating groups etc

New York, NY

IT Help Desk Analyst

New York, NY

Luettgen-Ondricka

New York, NY

IT Help Desk Analyst

Provides top quality customer service by assisting employees with problems that occur
Provide an accurate record of each call in incident management tracking tool
Plan, prioritize, organize and complete work to meet established objectives
Provides technical support of business applications. Escalates to SME, and higher level support personnel
General issues resolution for Exchange, BES, Citrix, networking and other more advanced pieces of infrastructure
Understand and execute standard escalation procedures with tier two support
Effectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers

present

Philadelphia, PA

Senior Help Desk Analyst

Philadelphia, PA

Terry LLC

present

Philadelphia, PA

Senior Help Desk Analyst

present

Works independently and with the team to develop solutions and manage multiple tasks
Monitor call queues and manage work schedules
Administers and resolves issues with associated end-user workstation networking software products
Perform all other duties as assigned by the Information Technology Manager
Assist the Help Desk Manager with reporting, analysis, or training and testing tasks
Assist Network, Telco, Storage, and Server teams as necessary
Assist in maintaining inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment

Education Education

Bachelor’s Degree in Computer Science

Quinnipiac University

Bachelor’s Degree in Computer Science

Skills Skills

Basic knowledge of PC hardware, MS Office, basic printer troubleshooting skills, ghosting software, and knowledge of web browsers
Ability to provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired
Highly customer focused with ability to provide consistently excellent customer service and professionalism
Excellent organizational skills, ability to prioritize multiple priorities and strong attention to detail
Working knowledge of common off the shelf applications (Microsoft Office, Adobe, etc.) and basic troubleshooting knowledge for those applications
1- Knowledge about Windows operating systems XP and Windows 7. Be able to troubleshoot basic problems within Windows OS
Excellent ability to follow procedures and processes to ensure we remain IT Compliant
Able to utilize the ISC knowledge base, documentation and ISC tools to assist in first call resolution of issues
Basic knowledge of IP phone connectivity and troubleshooting
Ability to exhibit a customer-oriented and professional demeanor at all times

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IT Help Desk Analyst Resume Examples & Samples

Understand and execute standard escalation procedures with tier two support
Strong communication skills to be able to work with employees and assist non-technical users with troubleshooting remotely
Strong background in Windows client operating systems, standard desktop applications (i.e. Office, Internet Explorer, anti-virus tools), Windows Server Operating Systems, and Active Directory
General issues resolution for Exchange, BES, Citrix, networking and other more advanced pieces of infrastructure

Level Help Desk Analyst Resume Examples & Samples

Provide support and resolve IT issues for our COG Head Office, Stores and Distribution Centre’s globally
Work with 2nd and 3rd level IT technicians as team to deliver seamless resolution to customer queries on all services and incidents
Log all escalated incidents and ensure timely follow up to resolve issues within required timeframes
Effective call management techniques to provide call coverage and reduce call wait times

Help Desk Analyst Resume Examples & Samples

High School Diploma or GED required
Minimum 2 years of experience working with desktop and server operating systems, including Windows XP required
Minimum 2 years of application support experience required with Microsoft applications including Office and Outlook
AA degree or equivalent trade school certification preferred
Working knowledge and understanding of operating systems, applications and products utilized by the bank
Understanding of the data processing environment and the impact to business functions when systems and/or applications are unavailable
Strong knowledge and proficiency in PC software such as spreadsheets, word processing and graphics packages
Ability to work autonomously and be a self-starter
Strong planning, organizational, interpersonal, and verbal and written communication skills
Represents basic qualifications for the position. To be considered for this position you must at least meet the basic qualifications
LI-BS1

Help Desk Analyst Resume Examples & Samples

Primary responsibility is user support and customer service. Being present and available to clients requiring technical assistance
Desktop support, local apps support, troubleshooting issues associated with network, local servers, printers, remote access and file shares
High level of experience with Apple OS X, Microsoft Windows (desktop/server); Linux/Unix a plus
Respond to questions from all emails and callers
Become familiar with each department and their respective applications
Learn fundamental operations of commonly used software, hardware, and other equipment
Follow standard Help Desk operating procedures; accurately log all Help Desk tickets using the defined tracking software
Become familiar with helpdesk policies and services
Other duties as assigned by the Help Desk Manager
Creativity. Ability to think around problems and come up with creative solutions is helpful
Some travel within U.S. on an as needed basis
Working knowledge of common operating systems and software applications
Bachelor’s degree (B.A. or B.S.) from a four-year college or university; 4 year related experience and/or training; or equivalent combination of education and experience

Help 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 ADS Service Desk Analysts, vendors, and/or subject matter experts to solve issues with automated applications
High School diploma or equivalent education
Previous experience using Microsoft office products (Microsoft Word, Excel, Windows Operating Systems, Microsoft Outlook, and Internet Explorer)
Previous experience with LOB applications and processes
Licenses or certifications

Associate, Help Desk Analyst Resume Examples & Samples

Responsible for resolving and managing all incoming calls via our toll free phone number utilizing troubleshooting techniques
Respond to a wide variety of technical issues both hardware and software related. Tickets come in via calls, chats or escalations by other team members
Alert clients and team members when major problems are suspected
Perform recovery testing to confirm availability of systems
Document and tracks status of client inquiries and coordinates appropriate response to ensure client satisfaction
Communicate fixes to the field, team, and/or division
Meet and/or exceed minimum call handling standards and customer service measurements
Perform related duties as assigned or requested
Demonstrated strong customer service skills
Self-motivated, independent worker; ability to be a team player
Able to maintain a positive and professional attitude when working with complex issues or difficult customers
Ability to develop effective internal/external working relationships
Ability to work in fast paced environment and learn new technologies quickly
Familiarity with the following technologies is a plus: Windows 7, 8, 8.1, Mac OS X, IOS, Android, VMware, Junos, Internet Explorer, Lotus Notes, Salesforce, MS Office applications, Mobile Devices
Proven experience with customer service and technical support is preferred

Help Desk Analyst Resume Examples & Samples

Knowledge of
Strong English language skills, both written and verbal
Must be flexible and able to work in a fast-paced environment

Associate Help Desk Analyst Resume Examples & Samples

Works closely with the Call Center Managers, effectively communicating the day’s events, troubleshooting efforts, and ticket statuses
Sends incident notifications and follow-up requests to contacts both within and outside the call center environment
First line of defense for all incidents that happen to any GCCS related call center
Participates in the rotation for On Call Duties which is to provide overnight coverage for Incident Management
Creates training documentation and delivers new hire and up skill training for members of the Operations Support Team
Responsible for the Severity Incident Tracking Report spreadsheet (Daily/Weekly/Monthly)
Diagnose technical problems and determine whether they need to be escalated to the Service Desk. When issues need to be referred to the service desk ensure they are prioritized at the right level of severity
Excellent verbal and written communication skills
Well organized and detail-oriented
Prior experience supporting the delivery and implementation of technology solutions in a call center is required

Senior Help Desk Analyst Tps Resume Examples & Samples

Secondary school education
3 - 5 years of relevant work experience
Proven ability to read, analyze, and interpret product documentation and technical procedures.　
In-depth understanding of all TPS products, services, systems, processes and procedures
Financial Background or experience is a plus

Help Desk Analyst Resume Examples & Samples

Answer calls to the Help Desk line and effectively log these calls into the Incident Management software to ensure that all vital information is captured
Provide first level support via phone or by using remote support tools for all calls as needed. Attempt to resolve all incidents on first call if possible and document resolutions into the Incident Management software
Troubleshoot issues related to desktops, laptops, peripherals, software and business applications
Walk users through accomplishing common technical tasks
Route calls and incidents to other support personnel as needed in order to address user requests and to resolve problem issues
Follow up on calls and incidents that are assigned to other support personnel in order to ensure timely and appropriate resolution
Involve third party support personnel as needed in order to resolve problem issues
Notify the User Community when Production outages occur

IT & Help Desk Analyst Resume Examples & Samples

Provide technical support in-person, over the phone, and remotely, utilizing the help desk system to track and document issues and their resolution
Provision, install, troubleshoot, upgrade, and repair hardware (PC desktops and laptops), software, peripheral components (keyboards, mice, etc.), and mobile devices
Create, manage, and support user accounts and email inboxes
Install and support network printers and copiers
Install and support desktop phones and customer telephony needs
Troubleshoot remote access issues
Order and maintain stock of IT equipment, supplies, and consumables
Create and maintain user and technical documentation, including IT knowledge-base and inventories
Coordinate with outside vendors as required to troubleshoot and solve hardware, software, or network issues
Participate in a rotating emergency weekend and holiday on-call schedule
BA/BS technical degree or equivalent training
1–2 years of Help Desk experience, supporting users at all levels
Expertise in the following

Enterprise Help Desk Analyst Resume Examples & Samples

Acts as a role model and provides technical support and guidance to entry level analysts in the areas of technical troubleshooting, professional call handling and customer service in a continuous user support environment
Assists department supervisors and manager in developing, planning, maintaining and conducting training for entry level analysts
Documents user problems, resolution and new solutions for future reference
Identifies trends in continuing hardware, software or systems problems, and recommends systems modifications
Provides on-call technical support after hours and on weekends for resolution of first and second level problems of critical severity
Refers user problems to second- and third-level support groups within Information Technology and to outside vendors when additional assistance is required for resolution
Uses Enterprise Help Desk (EHD) tools and resources to provide customer service and problem resolution
Coaching and training others (1 year)
Networks and operating systems (1 year)
Utilizing problem management and knowledge base tools (1 year)
Ability to work both independently and as part of a team
Ability to follow detailed procedures
Ability to prioritize multiple tasks in a fast-paced environment
Intermediate to advanced problem diagnosis and troubleshooting skills

Int Help Desk Analyst Resume Examples & Samples

Taking calls from clients
Resolving incidents
Creating, updating, and maintaining the Remedy Knowledgebase
Executing SRC requests
Updating Remedy tickets
Prioritizing workload to meet departmental KPI’s and organizational SLA’s
Tutoring clients and teammates on standard PC applications

Help Desk Analyst Resume Examples & Samples

Provide First level support to Wayfair employees for all IT-related concerns and technologies such as: Windows 8.1 ,Windows 7, Windows Server 2012, Exchange Server 2010, Lync, Active Directory, DNS, DHCP, File/Print Services, Spam/Virus Protection, VOIP telephony, CISCO networking and our own proprietary software
Maintain, analyze, and troubleshoot hardware, software, and computer peripherals
Utilize Microsoft SCCM to image PCs and deploy software
Support conference room equipment and prepare rooms for vendors
Deploy, configure, and maintain loaner equipment
Above average communication skills and the ability to effectively communicate via phone, email, instant message and in person
Troubleshoot and support our Ethernet networks (LAN/WAN) and VPN connectivity
Help seek out and implement ways to make all system and process more efficient
BA or BS degree from a 4-year college or university
1-2 years of current IT support experience
A high degree of technical aptitude and troubleshooting skills
Solid understanding of Microsoft technologies - Active Directory experience, including user/computer, user profile, and Group Policy Object management
A strong sense of customer service, attention to detail, and desire for organization
Ability to multitask and work in a team setting
Experience in a helpdesk or other service-oriented IT role a large plus
Scripting/automation experience with Powershell, VBScript, PHP, or Bash, a huge plus

Senior Help Desk Analyst Resume Examples & Samples

As the Senior IT Technical Analyst your primary responsibility will be the coordination and management of IT Infrastructure projects and the support of Spyder-specific systems
You will be the secondary / backup / escalation point of contact for all end-user technical issues
You will work closely with the GBG technology team, coordinating on Spyder projects with them
You will create and maintain technical and end-user-facing documentation
You will serve as the primary person responsible for supporting Spyder’s IT infrastructure and end-user computer systems, working closely with the GBG technology team wherever possible / necessary
Provide first hardware & software troubleshooting & technical support for all users when the IT Support Technician is not available
Provide second level hardware & software troubleshooting & technical support for all users
Work closely with the GBG technology team to coordinate and drive projects to support Spyder’s needs – for example: Call Manager, Contact Center Express, Wallboard (Cameo), Chat (Lync), Paging (IPCelerate), VPN (Junos Pulse), FTP service, Citrix, Server migrations
Manage Spyder-specific systems that are not supported by the GBG technology team – for example: Google Apps, Filemaker applications & servers, Surveillance cameras and network video recorders, Alarm & access systems, Warehouse shipping stations, Warehouse Label printers, Wireless handheld scanners, Fax services, Local network printers, High-end color printers, StyleShoots, Visual Retailing, Box, Portfolio for the iPad
Maintain Spyder’s Intranet site, and drive content to it
Ensure that periodic computer operations are carried out - backups, disk space, time settings, software updates
Create, organize, and maintain technical-focused as well as end-user documentation of systems, applications, and procedures
Proactively engage with the business staff to ensure things are working smoothly and Spyder’s IT systems are meeting their needs, identifying any gaps or areas needing improvement
Special technology projects as assigned
Mentor and guide the IT Support Technician’s work in the following areas
Strong working knowledge of OS X
Strong Windows XP & Windows 7 knowledge
Microsoft Office – Outlook, Excel, Word, Powerpoint for Mac & Windows
Good understanding of wired & wireless networks
Good understanding of IT infrastructure – cabling, routing, switches
Basic programming – Visual Basic, Scripting, Google Forms
Technical troubleshooting ability – able to sort through variables to find the root cause of computer problems, and then resolve them
Flexible & Adaptable to change – as the business grows, and as technology evolves
Google Apps – Docs, Sites & Forms
FileMaker Pro
Retrospect Backup

Help Desk Analyst Resume Examples & Samples

2+ years of IT Industry experience; 2+ years of successful experience handling level 1&2 Service Desk / Desktop support and training
Familiarity with MacIntosh product support
Microsoft Office/Suite proficient (Word, Excel, PowerPoint, Outlook, etc.)
Strong pro-active task management and follow-up skills

Help Desk Analyst Resume Examples & Samples

Contribute to the delivery of support services to meet business service levels by the effective logging, recording, analysis and management through to resolution of Incidents, service requests, and IT hardware and software procurement requests
Contribute to the effective management of change by accurately receiving, logging and coordinating the day to day delivery of changes in line with current change processes and procedures
Ensure high levels of customer satisfaction and customer service by the effective management of support calls. This achieved by continual monitoring of all support calls, effective communication with the customer regarding progress and escalating support issues with support teams, 3rd party support and management where required
Contribute to availability of support services by achieving team operational service levels for support activities and using support techniques such as providing 1st line fix wherever possible
Ensure all incidents, requests and changes are accurately logged, classified and managed on the support tool in line with existing ITIL based best practice processes and procedures in place for each function
Ensure communication of changes with appropriate delivery, support and business units seeking authorization for implementation where required
Maintain an accurate schedule of change, escalating to management changes with a potential service impact or where change conflicts occur
Ensure the Ongoing accuracy of the support tool by performing CMDB updates resulting from Incidents, changes, new systems and services implementation and as a result of IT Hardware and software procurement requests
Use CMDB processes to accurately track hardware and software items ensuring software licensing legal compliance
Ensure support tool CMDB reflects authorized state of IT infrastructure across all environments using configuration management techniques, audit reporting and manual audit techniques
Broad Technical experience of Microsoft Active Directory, Outlook and Office suite
Technical expertise in at least on service management support tool, such as ‘Assyst&#8217
ITIL: service management support process expertise in one or more of the following: Incident, Problem, Change and Configuration management
At least 2 years’ experience in an IT support team role
At least 2 years in a customer facing customer service role
Service delivery using ITIL principles at least 1 year

ATM Help Desk Analyst Resume Examples & Samples

Seeing the problem to the end or giving the problem the proper turnover (both before a lunch break and the end of shift). Consistently gives good turnover reports and takes the time necessary to ensure oncoming shift is given up to date information on all problem tickets within Gasper and PSC
Recognizing others are in need of help and support for a time / task. Takes pride of in doing the job right the first time with all tasks. Encourage pride in your co-workers work and attitudes while in ATM Support
Escalate all ATM outages as per the “ATM Escalation Matrix”
For lost communication outages analyze any patterns and attempt to identify lowest common denominator (power, circuit, topology) of the failure, then escalate appropriately
Escalate all ATMs down longer than 8 hours to ATM Support Manager. Furnish details of what is causing the delay (parts, missed ETA, etc.)
Escalate all missed EC (emergency cash orders) after 6 hours to ATM Support Manager. Also, Issuing e-mails to Card Services
All analysts are expected to update Gasper tickets with their comments every 2 hours, which includes reviewing of the total ticket. Be proactive, you should not wait for Gasper to dispatch to the contact. Analysts should make the calls whenever possible to avoid any delay, actively calling Branches to clear faults
Daily reporting, all Analysts are expected to be able to generate all of the daily availability and status reports. All sites down greater than 24 hrs. need brief description as to next steps to bring ATM back in service
Monthly and special reports; assist manager in creating and/ or updating many different types of reports including the monthly report, adhoc outage reports and the Sheetz penalty report
ATM Support is here to assist all callers. Be courteous and professional at all times. Let the caller feel your smile
When we are unable to help the caller we are expected to give the caller the correct contact phone number and name, then do a warm transfer introducing the two parties and explaining the reason for the transfer. Maintaining the phone matrix
Be a good listener - No time will be saved if we talk over the Branches, so be very courteous, professional and wait for a natural break in the conversation before asking questions. Set a leading example to other co-workers
Internal customer (non – branch) can be more demanding because they are not customer focused, as we have been condition to be. Having said that, we must be on our guard to remain courteous and professional. Handing difficult callers is what makes you above others
Divide the work evenly. The work is expected to be re-divided when analysts are at lunch or meetings to ensure that the work is not missed. Sharing and re-divide as the day goes on. You always handle the more difficult tasks
We expect no negative comments about the overall Bank, our department or other employees. We are all part of a team and should work together to ensure we are building up this our department. Promotes teamwork and take pride in our department and our role in maintaining / increasing ATM availability. Teamwork is not just a word to this person. We are looking for most valuable player – ATM Support, Bank Teamwork and over all increase in ATM availability plans/steps/actions/quality of tickets everyday
Remaining engaged for your entire shift answering phones, updating Gasper tickets, producing reports, and lending your talents with the installs, upgrades and closings. Keep your ACD “call time” to a minimum to ensure a minimum of abandon callers. Limiting the amount of personnel calls and / or cell calls. Internet is to be used for M&T business and ATM Support functions
Look for ways to improve on overall ATM availability and Department productivity. The Analyst is actively looking to create ways to improve steps in ATM Support. Helps maintain documentation and contact listings

Senior Help Desk Analyst Resume Examples & Samples

Bachelor's Degree a plus
Strong oral/written communication skills
Must be proficient with Microsoft Office suite
Financial background or experience is a plus

Intern, Help Desk Analyst Resume Examples & Samples

Provide friendly, customer-focused support of the company in support desk and technical operations
Ensure that all incidents are recorded in the incident tracking system
Initiate follow-up on all incidents that are not immediately resolved
Escalate tickets as needed to tier 2 technicians
Ensure that all incident resolutions are recorded in the ticketing system and knowledgebase
Perform desktop upgrades and new installations as required
Assists in new hire administration
Enter purchase orders for equipment and reconcile invoices for all IT related expenses
Asset tracking
Currently seeking a degree in Information Technology
Experience with ticketing system
Anti-Virus/Spyware Removal experience
Ability to work under stress and respond and resolve a broad range of customer requests
Ability to be organized, share knowledge and work independently as well as collaboratively
Windows 7 Professional
Basic Active Directory Administration
Lotus Notes highly desirable
Numara Asset Management Platform a plus

Help Desk Analyst, Associate Resume Examples & Samples

Monitor and troubleshoot ATM hardware and telecommunication incidents
Initiate and receive calls to and from clients, data centers, ATM service companies and telecommunication vendors to resolve incidents
Document reported issues, troubleshooting steps and actions taken
Follow established guidelines to accomplish tasks and solve routine/non-routine problems
Meet the individual customer service call volume and quality expectations
Participate in continuous process improvement in order to improve service, reduce costs, and improve quality
0 – 2 years of professional work experience
Excellent customer service with strong verbal and written communications skills required
Proven ability to analyze and resolve problems with attention to detail
Knowledge of the financial services industry
Knowledge of ITIL, Six Sigma or Gasper

Help Desk Analyst Resume Examples & Samples

Problem solving and troubleshooting skills
Ability to apply technical skills, knowledge and troubleshooting experience to additional shrink wrapped and proprietary applications and systems
Ability to properly document troubleshooting steps and processes in an appropriate fashion
Capable of maintaining a professional demeanor during stressful situations
Proficient in verbal and written communications
Basic Windows OS knowledge (Windows 7, 8, 10)
Ability to troubleshoot issues with Microsoft Office Technologies (Word, PowerPoint, Excel, Lync, etc.)
Familiarity with McAfee Security Software (ePO, AV, McAfee Full Disk Encryption, etc.)

Dev-help Desk Analyst / HDA Resume Examples & Samples

Installs, maintains, configures, upgrades and/or administers hardware and/or software in assigned multiple technology domains
Diagnoses, analyzes and resolves issues for customer(s) across assigned multiple technology domains
Creates, organizes, files and maintains documentation
Reviews and monitors enterprise security systems; takes appropriate action and responds to alarms/alerts per agency policy and procedure (e.g., anti-virus, spam)
Interfaces with other platforms from a hardware and/or software perspective
Answers questions and presents informal mentorship opportunities to peers and/or lower-level staff via conversation,
5 plus years field experience

Associate, Help Desk Analyst Resume Examples & Samples

Responds to a wide variety of technical issues both hardware and software related. Tickets come in via calls, chats or escalations by other team members
Alerts clients and team members when major problems are suspected
Performs recovery testing to confirm availability of systems
Documents and tracks status of client inquiries and coordinates appropriate response to ensure client satisfaction
Familiarity with the following technologies is a plus: Windows 7, 8, 10, Mac OS X, iOS, Android, VMware, Junos, Internet Explorer, Lotus Notes, Salesforce, MS Office applications, Mobile Devices

Enterprise Help Desk Analyst Resume Examples & Samples

Help desk or customer support environment supporting various hardware, software and personal computer tools, (1 year)
Problem management and knowledge base tools, (1 year)
Retail Point of Sale systems and or computing systems, (1 year)

Enterprise Help Desk Analyst Resume Examples & Samples

Acts as a role model and provides technical support and guidance to Service Desk analysts in the areas of technical troubleshooting, professional call handling, and escalation procedures
Assists Service Desk leadership by providing feedback to aid in the coaching and development of analysts in a timely manner
Update, modify, and create knowledge base articles in a timely manner to ensure Service Desk Analysts have the most up to date information
Effectively identifies and communicates trends, knowledge article updates, troubleshooting tips, etc., to the Service Desk, Incident Management, leadership, and cross functional teams
Provides on-call technical support after hours and on weekends for resolution of high priority incidents
Escalates incidents to multiple teams across the organization when further assistance for resolution is required
Answers incoming customer contacts during peak periods, when additional experience is required, or as needed
Utilizes tools and resources to stay up to date on technical knowledge in a multi-platform, fast-paced, and changing environment
Uses Service Desk tools and resources to provide legendary customer service and problem resolution
Advanced technical skills with multiple hardware/software platforms
Ability to work with analysts/users with varying technical skills
Proven ability to coach and train others
Critical thinking skills and sound decision making
Ability to provide legendary customer service
Ability to follow detailed procedures/processes
Ability to prioritize multiple tasks in a fast-paced environment, with a sense of urgency
Ability to exercise sound judgement, show initiative, and effectively use resources
Ability to receive/deliver feedback to/from multiple audiences

Enterprise Help Desk Analyst Resume Examples & Samples

Documents user problems, troubleshooting steps, resolutions and escalation paths using Service Desk tools and resources
Performs first-level core troubleshooting on hardware/software systems, answers question and provides technical solutions
Experience using a knowledge base and ticketing system
Familiarity with multiple hardware and software systems with some technical knowledge
Ability to handle multiple tasks simultaneously

Help Desk Analyst Resume Examples & Samples

Seeing the problem to the end or giving the problem the proper turnover (both before a lunch break and the end of shift). Consistently gives good turnover reports and takes the time necessary to ensure oncoming shift is given up to date information on all problem tickets within ATM Services channel
Recognizing others in need of help and support for a time / task. Takes pride of in doing the job right the first time with all tasks. Encourage pride in your co-workers work and attitudes while in ATM Services
Escalate all ATM and TCR outages as per the “ATM Services Escalation Matrix”
For lost communication outages analyze any patterns and attempt to identify lowest common denominator (power, circuit, and topology) of the failure, and then escalate appropriately
Escalate all ATMs down longer than 8 hours and TCR down longer than 3 hours to ATM Services Help Desk Manager. Furnish details of what is causing the delay (parts, missed ETA, etc.)
Escalate all missed EC (emergency cash orders) after 6 hours to ATM Operations Help Desk. Also, Issuing e-mails to Card Services as needed
All analysts are expected to update Gasper and Service center tickets with their comments every 2 hours, which includes reviewing of the total ticket. Be proactive, you should not wait for Gasper to dispatch to the contact. Analysts should make the calls whenever possible to avoid any delay, actively calling Branches to clear faults
Service Center tickets need to be opened for all “loss comm.” problems before they can be assigned to the NCC. The information in Gasper should agree & mirror the information in the PSC tickets. Resolution / cause are need for the reporting, it must be in the Gasper ticket for the monthly report
Daily reporting, all Analysts are expected to be able to generate all of the daily availability and status reports. All sites down greater than 24 hrs.need brief description as to next steps to bring machines back in service
Maintaining the “ATM Project Report Log” that documents all projects and problems that are encountered
ATM Services is here to assist all callers. Be courteous and professional at all times. Be able to handle difficult calls to resolution
When we are unable to help the caller we are expected to give the caller the correct contact phone number and name, and then do a warm transfer introducing the two parties and explaining the reason for the transfer. Maintaining the phone matrix
We expect no negative comments about the overall Bank, our department or other employees. We are all part of a team and should work together to ensure we are building up this our department. Promotes teamwork and take pride in our department and our role in maintaining / increasing ATM Services channel availability. Teamwork is not just a word to this person. We are looking for most valuable player – ATM Services, Bank Teamwork and overall increase in ATM availability plans/steps/actions/quality of tickets every day
Remaining engaged for your entire shift answering phones, updating service tickets, producing reports, and lending your talents with the installs, upgrades and closings. Keep your ACD “call time” to a minimum to ensure a minimum of abandon callers. Limiting the amount of personnel calls and / or cell calls. Internet is to be used for M&T business and ATM Services functions
Look for ways to improve on overall ATM Services channel availability and Department productivity. The Analyst is actively looking to create ways to improve steps in ATM Services. Helps maintain documentation and contact listings

Help Desk Analyst Resume Examples & Samples

Answer hotline calls from NY Times employees, freelancers, and contractors and create tickets following established policies and procedures
Troubleshoot and resolve technical and functional issues via phone, email, and remote control using available resources. May respond to worksites on an exceptional basis to resolve problems unable to be resolved remotely
Remotely complete software installation, modification, and deletion requests
Utilize call tracking management software to create, resolve and/or escalate technical issues
Serve as the central point of contact for all technical issues
Document standard operating procedures as requested
Identify and improve processes and procedures that can improve the customer experience
Assist in the training of less experienced staff members
Perform related work as assigned
Position requires 3+ years of experience in the field of IT helpdesk/Desktop Support
Excellent technical troubleshooting techniques
Experience troubleshooting issues with Windows and Mac OS X, Active Directory, MS Office, and Google Apps
Experience with mobile device wireless synchronization technologies
Experience troubleshooting printing issues
Exceptional written/verbal communications skills, and possess the ability to interface with end-users effectively
Must be able to work effectively in stressful situations
Must be available to provide 24×7 support as necessary
Ability to manage time and workload effectively
Ability to perform in a dynamic environment with changing schedules and priorities
Poses a “whatever it takes attitude” to ensure the customers issues are resolved
Capable of grasping new technologies and applications to support changing business needs
Facilitate support by following documented procedures

Help Desk Analyst Resume Examples & Samples

Prior experience installing and troubleshooting hardware/software and setting up new computers
Intermediate knowledge of Windows XP Pro, Windows 7, and Microsoft Office
Familiar with Symantec Ghost(imaging software)

Help Desk Analyst Resume Examples & Samples

Monitor and troubleshooting POS/ATM transaction authorization hosts and transaction denials
Research and investigate customer inquiries related to ATMs and POS/ATM transaction authorization hosts
Attend on-going training to achieve level of technical skill needed to solve more complex problems
Perform and complete other duties as assigned

Help Desk Analyst Resume Examples & Samples

Monitor and troubleshoot Host links and telecommunication incidents
Monitor and troubleshooting Host/ATM transaction authorization and host transaction denials
Research and investigate customer inquiries related to ATMs and transaction authorization Links

Help Desk Analyst Resume Examples & Samples

A strong Provide first/second level technical support for the Tribune’s Technology systems
General understanding of database and data communication systems,
Proficiency working with a variety of operating systems, including XP, Vista and Mac OS X
Broad understanding of PC hardware and software, including Desktop management tools, Microsoft Applications suit and Internet Explorer
Ability to diagnose and isolate PC hardware and software problems; basic knowledge of software applications used at Tribune corp. helpful
Good analytical skills and problem solving abilities; demonstrated commitment to assuming responsibility and assuring appropriate follow-through

Help Desk Analyst Resume Examples & Samples

Possess technical and customer service skills/knowledge
Has knowledge of Desktop PC, Laptop, NICs, TCI/IP, client applications, web applications, Citrix, Windows XP, 7, Office 2007, Outlook, RSA Tokens, Encryption Software, VPN – Remote Access systems, Remote Control Systems (Goverlan, LogMeIn), AD, and Lotus Notes
Troubleshoot and maintains stand-alone printers, network printers, copiers, digital senders
Understands installation, configuration, and troubleshooting processes for software, hardware, networking and accessory equipment
Perform Various Password resets
Perform User Access Provisioning for systems and databases
Self-starter who is able to work well in a team environment
Knowledge of Command Prompt with respect to troubleshooting network issues
Knowledge of commonly-used concepts, practices, and procedures related to Windows XP, Windows 7
Installation, configuration, and troubleshooting of MS Office 2007/2010 and basic corporate image desktop applications
Basic knowledge of IP phone connectivity and troubleshooting
Troubleshooting knowledge of: printers, copiers, digital senders
Experience using Remote Control applications
Experience using Service Desk/Help Desk systems
Lotus Notes, Citrix, VPN Knowledge, Symantec Ghost, Office 2003/2007/2013, Microsoft Outlook, Windows 7 Pro, Blackberry, Good Client, Apple IOS Devices and Mac, MacAfee antivirus solutions, Adobe Pro/Standard, Avaya Phone System, HP Printer and Scanner, Canon Copiers
3-5 Years Helpdesk / NOC Experience
Excellent Customer Service Skills
Excellent Oral / Communications Skills
Knowledge of Servicenow.com – Major PLUS
ITIL Foundation Certified preferred
A+ Certified preferred

Help Desk Analyst Resume Examples & Samples

AIX or UNIX experience
Three years of relevant phone support and technical work experience
Hands-on work with networking, PCs and operating systems
Experience with server virtualization concepts

Assoc Help Desk Analyst Resume Examples & Samples

Responsible for supporting real time request via phone and email to the the GCCS Operations Support inbox, where the majority of the ad-hoc requests arrive
Support technology projects, including the validation of business & functional requirements and participation in user acceptance testing
Act as a liaison between Visa's technical & business support teams, fostering a partnership relationship between them and effectively managing customer expectations
Responsible for the On/Off Boarding of new call center agents in various lines of business
Participate in bridge line meetings established to trouble shoot issues related to the call centers, identify impacts, provide updates and represent the call centers in helping drive a quick and effective resolution
2+ years of customer service experience
3+ years of experience in a Help Desk/Technical Support environment
Course work in computer science or information technology preferred

Help Desk Analyst Resume Examples & Samples

Answer incoming calls and work within a very structured and team oriented environment
Serve in a leadership role by assisting other analysts with incidents and providing updates to the team on impacting issues
Responsible for ensuring that updates to Knowledge articles or SharePoint are maintained and accurate
Requires individual to maintain ticket registration accuracy above 97%
Ensure that all Remedy incidents created by the team are properly created, escalated, and updated according to defined processes
Serve as the initial escalation point for clients and executives
Work with internal/external technical support resources to proactively understand issues and communicate that information back to the team
Provide timely, professional, and accurate responses to clients’ issues
Serve as a service desk Subject Matter Expert (SME) resource for various internal projects
Maintain an expert capability level within ticketing and paging systems
Respond to email notifications and inquiries as needed to ensure issues are resolved quickly
Responsible for reviewing incidents daily to ensure issue is being worked and service levels are met
Initiate event bridges that result from an outage or critical events. Must be able to correctly determine the impact and urgency of issues and respond appropriately, according to pre-defined processes
Ability to read and understand technical manuals, procedural documentation, and create standard operating procedures
Requires that individual attend conference calls, meetings, special events in the place of management, as needed
Experience Requirement - 1-4 years Help Desk/Service Desk experience
Experience with ticket tracking systems
Working knowledge of MS Windows operating systems and MS Office Suite
Experience navigating the internal knowledge bases to research & diagnose issues
Experience navigating the internet to research & diagnose issues
Subject Matter Expert (SME) on at least two major Fiserv applications
Ability to serve in a proactive leadership role, in order to assist other helpdesk analysts with ongoing issues
Experience performing in a more senior or lead position
Experience with mainframe system security and Network Operations a plus

Help Desk Analyst Resume Examples & Samples

Experience using Active Directory for administering user accounts
Excellent Computer skills including MSOutlook and MSWord
Knowledge of using an incident management or CRM system to record information, and manage workflow
Strong communication skills (both written and verbal) are required to build and maintain good relationships with your Global Helpdesk colleagues, internal support teams, external suppliers, stakeholders, and key users across the business
Experience working within a customer service or IT department would be highly advantageous, but is not essential
At least 2 years experience in an IT support team role
Acting responsibly with potentially confidential information, and being aware of IT Security and HR polices when processing information/data
Managing your time effectively to ensure availability to log, resolve and deliver incidents and requests for services in line with the volume your colleagues are logging
This role would require adhearance to the strict scheduled start times, break time and scheduled time off since it is a help desk environment where coverage is essential

Help Desk Analyst Resume Examples & Samples

Monitor Tandem and Unix server operations: server hardware, applications and processing
Monitor, review and respond to alerts from automated system monitors
Monitor TNG and Data Express for job and transmission failures
Complete Daily Check Sheets
Monitor Tandem Viewpt for system alerts
Monitor Tandem Monbatch for aborts
1 – 2 years of professional work experience
Basic knowledge of UNIX command line syntax is a must
Basic knowledge Tandem non-stop system is a must
File Transmissions
Knowledge of Windows / UNIX login processes
Proficiency with computers and related office equipment
Knowledge of the financial services industry, ITIL, Six Sigma or Gasper a plus but not required
Minimal if any

Help Desk Analyst Resume Examples & Samples

5+ years of previous experience as a Help Desk Lead with a Bachelor's Degree in Computer Information Systems or related field; or, 10+ years of Help Desk experience a Computer Technician without a Degree
In depth knowledge of Windows OS’s, Microsoft Office suite
Experience deploying technology solutions utilized by a global enterprise
Experience configuring and troubleshooting Acronis Images
Understanding of Active Directory concepts and services (DNS, printing, WINS, DHCP, DFS, GPO)
Familiar with troubleshooting DNS, DHCP and TCP/IP
Familiar with VLANs, basic firewall functions, switch and POE operation
Experience with troubleshooting, diagnosing and resolving technical issues using community based as well as OEM and team based support sources
Awareness of regulatory compliance and role of systems in supporting compliance and security
Pharmaceutical, Biotechnology, or Life Sciences industry

Associate Help Desk Analyst Resume Examples & Samples

Comfortable in both Windows & Macintosh environments
Exceptional customer service, communication and analytical skills
Above average technical skills
Passion for helping customers with technical questions and issues
1+ years of working experience with supporting technology is preferred, but not necessary

Intermediate Help Desk Analyst Resume Examples & Samples

Responsibilities will include taking calls from clients, resolving incidents, creating, updating, and maintaining the Remedy Knowledgebase, executing SRC requests, updating Remedy tickets, prioritizing workload to meet departmental KPI’s and organizational SLA’s, and tutoring clients and teammates on standard PC applications
Conforms with and abides by all regulations, policies, work procedures, instruction, and all health and safety rules
Qualified candidates should have experience with the Microsoft Office suite and electronic mail systems, particularly MS Exchange
Two to three years of experience in customer support with emphasis on Windows XP is required
Excellent customer service and organizational skills are required
Two year computer science degree or equivalent or a minimum of 3 years technical experience required
Some knowledge of LAN/WAN connectivity, Remedy, Mainframe Operations, Telecommunications and Microsoft or equivalent certification is preferred

Help Desk Analyst Resume Examples & Samples

Ability to focus despite distractions
Ability to quickly learn Help Desk process, from logging to informing customer solution is in place implements solutions not fixes
Proactive Thinking skills
Ability to be flexible and work well in a team environment
Ability to learn technical product information quickly and accurately
Office 2007, 2010, and 2013
Windows 7/8
Remote Access VPN
Password Administration
Hardware Diagnostics
Network Fundamentals

Intern Help Desk Analyst Resume Examples & Samples

40% Analyst, Help Desk (Systems Access)
Responsible for the validation, input and accuracy of user id set-ups and location database
Ensure integrity of documentation by keeping records on file for audit purposes
Ensure that users' approval authority on the system is as per policy / approved by the appropriate manager(s)
Maintain and update supplier contact access
10% Training
Prepare Training materials for new users of the PROCUREMENT applications
Use of appropriate tools to record on demand training modules
Prepare, schedule, and liaise with the Webmaster to publish updated schedules
Deliver Training sessions, in English or French, using Live Meeting or WebEx
30% Application Support
Very good knowledge to support over 2 applications with medium complexity, plus some knowledge on other applications
Provide excellent application support with ownership for first point of contact resolution
Monitor the call tree queue and email inboxes and distribute work load accordingly
10% Processes and Standards
Display the ability to accept, manage and support change in an environment that is closely aligned with the Bank’s policies and directives to mitigate risk to the Bank
10% Risk Management and Control
Responsible for ensuring that all Systems Access Requests (New, Amend) have met the compliance requirements
Comply with the set of SOX controls for all system administrative tasks
Report any suspected or unauthorized transactions
Work with the Governance and IT Security teams to set controls around system access
Sound knowledge of the BMO Financial Group structure i.e. Enterprisewide
Advanced and Hands on experience with MS products, e.g. Excel, Word, Power Point intranet/internet environment and databases from a user interface perspective
Very good knowledge of Procurement, Payables and Sourcing Computer applications
Excellent interpersonal skills and communication skills (oral and written)
Self-motivated Team Player and willingness to assist at all times
Ability to work under pressure and multi task in a fast paced environment
Proven ability to quickly assess and identify issues and provide well thought of solutions

Help Desk Analyst Resume Examples & Samples

2+ years of previous experience providing telephone based Technical Support and/or Desk Side Technical Support
College Degree in a Computer-related discipline
Strong knowledge of PC systems and MAC systems (desktop and laptop), as well as wireless devices and printer hardware
Previous experience supporting mobile devices or with Mobile Device Management platforms (Airwatch)
Previous experience with entering and tracking tickets in an incident management system (Service Now)
Ability to troubleshoot wireless handheld devices (Blackberry, Droid, iPhone, iPad, etc.)
Ability to troubleshoot remote technologies (RDP, VPN, Citrix, etc.)
Law firm experience
One or more of the following certifications: MCITP: Enterprise Desktop Support Technician on Windows; MCITP: Enterprise Desktop Administrator on Windows 7; MOS: Microsoft Office Specialist; Certification in Word, Excel and Outlook (version 2010); ACMT: Apple Certified Macintosh Technician; and, HDI HelpDesk Analyst Certification
Knowledge of VOIP technology telephone system
Previous experience with Active Directory
Knowledge of Video Conferencing systems

Help Desk Analyst Resume Examples & Samples

Troubleshoot and, time permitting, work to resolve problems during the customer’s first call. Provide Level 1 IT support. Perform as a technical specialist and diagnostician responsible for troubleshooting, problem solving, and maintaining desktops, Point-of-Sale (POS) systems, and peripherals
Proficiency in Microsoft Windows 7
Proficiency in troubleshooting Windows 365 Office products, including licensing issues
Provide basic administrative support such as creating network and email accounts, editing permissions and performing file restorations
Assign tasks to appropriate support personnel (Level 2 IT Support)
Communicate with those who have requested assistance, as well as the involved IT support personnel, to maintain reasonable expectations as to anticipated events
Familiarity with Numara Foot Prints or other helpdesk software systems
Ability to work with all levels of corporate personnel telephonically, and to convey a professional, courteous, and helpful identity of the IT Dept
Excellent interpersonal, written and verbal communication skills required
Willing to work varied shifts if necessary
Subject to work weekends and holidays (especially during holiday seasons)

Senior Help Desk Analyst Resume Examples & Samples

* Please note we are seeking someone for the 1030am - 7pm shift Monday through Friday. Candidates must have availability and flexibility to work downtown Chicago or in Buffalo Grove
Call center experience is required or a role in which a great deal of time was spent on the phone
Ability to effectively present information and respond to questions from managers and customers
Strong Customer Service focus
Acheivement oriented

Help Desk Analyst Resume Examples & Samples

Respond to calls and email and document each interaction in the help desk ticketing system
Gather information, analyze that information and troubleshoot in the correct direction
Reset passwords in various Information Systems
Troubleshoot Microsoft Windows XP and Windows 7 Professional client computers
Troubleshoot Windows printing issues
Map network drives
Troubleshoot email issues on smartphones such as the iPhone, Android and Blackberry
Leverage remote support technologies to resolve complex issues
Upgrade computer components, such as RAM, hard drives, video cards
Contribute to the team by writing knowledge-based articles and publishing them to the KB repository
Minimum 1-2 years of job-related experience in an IT Help desk required.Experience supporting multiple site locations highly preferred
Previous experience with a ticketing system highly preferred
Outstanding communication and customer service skills required
Industry certifications such as, MCITP, A+, Net+, MCDST, SSCP, etc. a plus
Understand basic Windows networking using TCP/IP, DHCP, static IP addressing, Cisco VPN and DNS
Some scripting skills, e.g. Visual Basic, MS PowerShell
Understand Windows O/S imaging technologies

Help Desk Analyst Resume Examples & Samples

Previous experience/education in computer operation, help desk or related area
The ability to prioritize, delegate and escalate event situations appropriately with limited direction
Strong inter-personal, communication and customer service skills
Ability to accept responsibility and meet deadlines
Excellent English verbal/written communication skills

Associate Help Desk Analyst Resume Examples & Samples

Pursuing or have obtained a degree/education in Computer Technology or related field
Basic knowledge of and experience in using and troubleshooting Windows 7, Office 2010, SharePoint, Adobe, Dell hardware, peripheral devices, and Apple devices
Basic knowledge and experience in using and troubleshooting mobile devices such as iPads & iPhones
Basic knowledge and experience using and troubleshooting network connectivity (wired and wireless) for both home and office
Insightful : Make timely well considered decisions, create innovative solutions and continuously learn

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

2+ years experience in a technical Helpdesk role
2+ years troubleshooting technical user issues and documenting the needed information into the ServiceNow platform
2+ years experience supporting windows OS (7, 8.1 and preferably 10)
2+ years experience with Microsoft active directory and Microsoft Windows OS as well as the Office suite (Office 365)
2+ years of experience in a position where good communication and customer service is required

Help Desk Analyst Resume Examples & Samples

Information Technology customer service experience
Experience with wired and wireless networking, including Virtual Private Network (VPN) remote connectivity
Experience with Office 365 and Outlook
Knowledge of Microsoft Active Directory administration
Knowledge of incident management and service request fulfillment processes
Possess a sense of urgency and be able to prioritize work
Not applicable

Dot-help Desk Analyst Resume Examples & Samples

IT help-desk or desktop support role
Experience troubleshooting issues via phone/email/desktop
Experience using Service Now or similar order ticketing system
Working knowledge of Excel spreadsheets
Strong communication/ leadership skills
Act as the escalation point for high priority support issues

Help Desk Analyst Resume Examples & Samples

Serve as second level support for a CMS project, answering phone or email support requests
Perform troubleshooting and analysis according to established procedures/scripts maintained in knowledge database
Route/refer trouble tickets to other help desks or CMS resources and provide status updates to clients
Attend various meetings with business owners, developers, and programmers regarding pertinent issues affecting clients
Perform extensive research into client issues resulting in clear and concise resolutions
Develop, review, and update process and reference documentation on an ongoing basis
Adhere to all appropriate CMMI standards that affect the position
Knowledge of Remedy and/or TSO systems
Experience using Microsoft Office 2010
Experience using MS Excel
Ability to handle confidential or sensitive information with discretion
Strong analytical, organizational, verbal and written communication skills
Experience in a medium- or high-volume customer service call center
Preparation and delivery of reports for customers

IS Help Desk Analyst Resume Examples & Samples

Answer and record online calls coming into the 24/7 Help Desk
Utilize stored information and documentation to help resolve issues
Utilize various communication methods including email and instant messaging applications
Triage calls to appropriate groups if call cannot be resolved
Provide daily turnover reports
Occasionally lift and carry supplies and equipment weighing up to 30 pounds
Relocate to a new location if needed
Perform other duties as assigned by Help Desk Supervisor
Travel to other sites required
Demonstrates respect and regard for the dignity of all patients, families, visitors, and fellow employees to ensure a professional, responsible, and courteous environment
2 year college program certificate, or equivalent work experience
One year experience in Customer Service, phone experience preferred, Healthcare IT preferred
CompTIA A+, and/or CompTIA Network+ certification is preferred
General knowledge of supported software packages: MS Office 2003,2007, 2010, Office 365 , Exchange, Internet Explorer, and SharePoint
Knowledge of desktop operating systems: Windows 2000, Windows XP, Vista, 7, 8, and Mac OS X
Knowledge of Cisco SSL VPN, Secure ID, and Sophos AV, Microsoft System Center End Point protection
Knowledge of wireless devices including but not limited to Blackberry and iPhone
Knowledge of HP/IKON printers
Knowledge of repair of Intel based PC hardware
Familiar with computer hardware including basic data communications networking equipment, hubs, routers, and cabling infrastructure
General knowledge of LAN, Wi-Fi, and internetworking protocols: TCP/IP, netBEUI, Netbios, AppleTalk
Ability to multitask and prioritize work requirements
Excellent interpersonal and communications skills, including the ability to establish and maintain effective working relationships with others
Ability to communicate effectively to Steward personnel using written and oral formats
Adhere to the department Mission statement and values

Help Desk Analyst, Junior Resume Examples & Samples

Service walk-up customers seeking IT support
Provide friendly professional service 100% of the time
3-4 years of related experience
Available to work rotating shifts, follow documented processes and provide the highest quality of customer service

Help Desk Analyst, Associate Resume Examples & Samples

Generate tickets for all contacts to the Help Desk/Center Telephone Operators
Assign tickets to appropriate personnel when required
Experience with Remedy or other Help Desk incident tracking software including ticket creation, macro and reporting functions
Fluency with basic PC/Mac operating systems, network troubleshooting and productivity software (MS Excel, MS Word, MS Outlook, etc.)
Ability to type at least 60 WPM
System Administration experience a plus
Proficient in the following

Help Desk Analyst Resume Examples & Samples

Create accounts, answer questions
High School Diploma required
3-4 years of experience as a Help Desk Professional or related Customer Service position
Ability to multi-task (Talk, Type, and Think)

MA NG Help Desk Analyst Resume Examples & Samples

2-5 years of directly related experience in help desk operatons and network administration and support
Prefer experience with VoIP telephony
Prefer experience with alarm and network monitoring using SolarWinds Orion or equivalent network management system
Prefer experience with Remedy trouble ticketing system or equivalent
Experience with network security / information assurance a plus

Help Desk Analyst Resume Examples & Samples

Answer incoming calls to the Service Desk
Provide first line response for users requiring assistance with issues relating to PC's, applications and basic network communications
Resolve problems reported by phone and record problem and resolution details in the ticketing system
Assign proper ticket priority for incoming issues
Provide basic support for office productivity applications such as Microsoft Office, e-mail, and other Line of Business software as assigned
Provide basic administration of user accounts and passwords
Escalate more involved problems to the appropriate Tier 2 support team
Minimum 1 year experience in a Help Desk/Call Center environment
Excellent communication, written and verbal is a MUST
Excellent customer service skills is a MUST
Knowledge of networking basics, Microsoft Office, and email

Help Desk Analyst Resume Examples & Samples

Handle help desk calls which requires troubleshooting hardware and software problems in addition to testing and deploying new applications and hardware in a team environment
Deploying and redeploying workstations
Conducting training for users on the use of software and computer systems

Help Desk Analyst Resume Examples & Samples

Provide level-2 Support for a suite of several Product Development Bill of Material applications (AVBOM2 and TC BOM)
These applications service over 10,000 global client users, as well as hundreds of suppliers
Support will include problem solving, complex SQL queries, data analysis, working to resolve supplier connectivity issues, interfacing with various internal Ford IT support teams, and input to monthly metrics reporting
Lead process improvement utilizing six-sigma methodology
Implement new processes and services across the Product Development Suite
Work with Development team to prioritize system maintenance work
Lead annual Security Review Process to answer Security and Control questions and -provide assurance of control adherence
Lead annual Disaster Recovery and access review processes
5+ years of development experience of J2EE application on Oracle database
2+ years of support experience of J2EE applications with problem solving -Experience in problem solving issues
Three or more years of experience working on application security controls such as SOX audit compliance similar to the client’s SCRP system
Ability to communicate effectively with business users
Experience in working as part of a global team
Technical Qualifications/Skills: -J2EE/Java Technologies
Database (Oracle, SQL Server) and PL-SQL
Unix/Linux Shell scripting and problem solving
ITIL Process / Service Management
MS Office Products especially Excel
Teamcenter
Business Objects Must be able to work with off shore resources
Have good written and verbal communication skills
Must have the ability to multi-task and work on a variety of work assignments
Bachelors in computer science

Help Desk Analyst Resume Examples & Samples

Provide first tier technology service desk support to all users and locations; including support of computer hardware,software, printers, network, and telephony issues
Service requests and incidents in a manner congruent with our service level agreements via email, chat, and the Service Desk Ticketing Platform
Ability to evaluate and prioritize incoming service requests in order to deliver service in the most efficient manner possible
Research problems using internal knowledge base,colleagues, the internet, and other tools
Methodically track all incidents and service requests in a tracking system
Basic active directory tasks such as account creation/deletion, password reset, unlock user accounts, and computer object administration
Participate in projects as needed
Document actions taken during resolution process and log all interactions
Stay current with IT environment, changes, and updates
Diligently research to find solutions for problems and proactively notify management when new knowledge base articles need to be created
Possess excellent written and verbal communication skills
Possess excellent customer service and communication skills
Ability to follow prescribed processes and procedures
Present a professional image in conduct,attitude and attire
Highly motivated, self-starter able to work alone or as part of a team
Contribute to the development of the service desk and related processes
Excellent technical troubleshooting and problem solving skills
Proficient to expert knowledge of MS desktopOS’s (Windows 7, Windows 10)
Proficient to expert knowledge of MS officesuites (2010, 2013, 2016)
Windows Server 2008/2012 and Active Directory experience
Some Exchange 2013 Office 365 experience
Proficient to expert knowledge of desktop/laptop/thin client computer hardware and setup
Proficient project management skills
Experience with troubleshooting tier 1 issues locally and remotely
Fundamental understanding of computer networking Experience
Experience with Citrix environments is a plus
Bachelors degree desired, preferably in computer science, information systems, or technology
One to two years help desk experience and/ortraining; or equivalent combination of education and experience
Professional certifications are desirable(Microsoft Certified Professional, A+, or Network+)

Help Desk Analyst Resume Examples & Samples

Required: High school diploma or G.E.D
Preferred: Associate's degree in a related field
Required: No experience required with an Associate's degree in a related field; two years of experience in Information Technology without an Associate's degree in a related field

Help Desk Analyst Resume Examples & Samples

Provides accurate and creative solutions to customer problems of moderate nature to ensure customer productivity
Assists in the resolution of customer and support issues to ensure timely distribution of knowledge and positive impact on customer satisfaction
Acquires and maintains current knowledge of relevant products (software and hardware) and support policies in order to provide accurate solutions to customers
Responds to after hour customer calls
Assists in maintaining Service Desk e-mail and web portal(s) by reading, opening/documenting information into tracking tickets and escalating to proper person or department
Assists in the development and maintenance of a problem resolution knowledgebase
Typically have 2-4 years of directly related experience within a service desk/technical support environment
Ability to use Service Desk standards and follow guidelines, as well as help others interpret policy
Broad range of network, desktop and mainframe knowledge is highly desirable
HDI Support Center Analyst Preferred
Proficient in Microsoft Office suites; Familiar with XTML

Help Desk Analyst Resume Examples & Samples

Your accountabilities will include
Support customer inbound requests through phone, self-service and other channels as developed by Service Desk
Acquire and maintain current knowledge of relevant environments (software and hardware) and support policies in order to provide accurate solutions to customers
Available to do After Hours support – weeknights and weekends
Document all calls in ticketing program
2-4 years previous experience working in a help desk or service desk environment
Excellent customer service skills
Good communication, problem solving skills and telephone etiquette
Ability to use Service Desk standards and follow guidelines, as well as help others interpret policy
MAGIC Training or previous customer service training desired
Desktop experience: MS Office 2010 Professional Products, Windows 7, Windows 8
Internet Explorer 8, 9, 10., and other Browser experience
Familiar with Cisco VPN, Service Now, Cisco VoIP and Soft Phone a plus
Hardware support, HP/Kodak/Canon Printer, Scanners, and Rightfax
Mobile device support. IOS, Android
Minimum typing 30WPM

Help Desk Analyst Resume Examples & Samples

Excellent attention and orientation toward meticulous work
Ability to project and maintain a professional and positive attitude
At least one year working in a Level 1 environment preferred
Experience working with computer software including Word, Excel and Access preferred
Experience working with clinical trials and/or within pharmaceutical environment preferred
Experience communicating with and supporting software end users
Experience identifying and troubleshooting software problems

Help Desk Analyst Resume Examples & Samples

Customer Service: Provide consistent, clear, pleasant and friendlycustomer support to users via phone calls and emails
Technical Aptitude / Troubleshooting: Identify and diagnose PCand Systems issues. Apply technical knowledge to resolve PC andsystem issues
Documentation: Appropriately document requests, problemcategorization, resolution and follow-up using the Helpdeskproblem management tool
Strong team player with positive attitude and highly motivated
Team focus, efficient use of time
0 - 2 years of Help Desk experience preferred

Temporary Help Desk Analyst Resume Examples & Samples

Become an expert in the use/administration of the company’s computerized helpdesk system (currently Numara FootPrints)
Provide IT’s customers with a positive experience, regardless of the difficulty of the situation
Assist in the documentation and revision of Helpdesk/IT processes
Perform any other duties deemed necessary by the Manager of International IT Operations and Help Desk
A degree in MIS, Computer Science, Telecommunications or other related technical field is desired. Substantial and proven industry experience will be considered in lieu of the degree requirement
Technical-level experience and operational knowledge of a diverse set of data center infrastructure and desktop computer components, including IBMi Series (AS/400’s), Windows-based servers, desktops and laptops, printers (all-in-ones, desktop, as well as Retail Store Receipt printers), cabling systems, and communications equipment

Help Desk Analyst Resume Examples & Samples

Familiar with Federal Financial Statements, Federal Contracts and Grants
Proficient in DATA Act legislation and requirements
Understanding of Federal financial, award and or grant data, including definitions, transactions, reconciliation and reporting requirements
Understanding of the DATA Act published data model and files
Able to develop issue response and content development quickly and accurately
Able to quickly identify and quantify issues and provide appropriate solutions
Ability to communicate effectively through written and spoken words
BA/BS degree from an accredited college/university in a technical, analytical, or financial field (MIS, CIS, Business, Finance, Accounting, Accounting Information Systems, etc.)
At least 2 - 6 years of help desk and/or database entry experience
Excellent analytical skills, attention to details, and a high level of initiative
Basic understanding of financial statements preferred
Knowledge of MS Office (specifically Access, Excel, and Outlook)
Outstanding client service skills, and written and verbal communication skills are required
Ability to obtain US security clearance (US Citizen)

Help Desk Analyst Resume Examples & Samples

Resolve customer, PACER application, and technical problems
Analyze, isolate, and resolve technical Case Management/Electronic Case Filing (CM/ECF) issues for attorneys filing new documents
Log incoming calls into the call logging system under the appropriate category
Answer incoming 800 telephone line
Notify senior staff of errors in the CM/ECF and PACER applications
Prepare daily balancing report on payments received
Able to work and interact with others in a team environment
Minimum of 9 years of experience, 6 in either a call center environment or position involving significant call volume

Help Desk Analyst Resume Examples & Samples

Operation of call centers, help desk resolution centers and dealing with commonly deployed IT products
Uses of automated problem reporting and tracking systems
Analyzing computer systems, networks and mainframe problems
Business communications and personnel relations
Written and oral communications
Effective listening and team building
Effectively communicate in writing and/or orally with customers, technicians and vendors describing in detail what a user needs to do to resolve a problem
Conduct independent research when necessary
Two years’ experience in a high volume IT help desk environment

Help Desk Analyst Resume Examples & Samples

Advanced experience (3-5 years) in a fast paced IT Call Center/ Help Desk/ Operations environment with CRM systems
Advanced operation of personal computers including software installation and configuration
IT Healthcare systems and applications experience preferred
Experience with Windows operating system and other application troubleshooting
Ability to communicate effectively with all levels of hospital team members
Strong communication and interpersonal skills; problem solving ability, customer service orientation, ability to manage multiple priorities and follow defined project methodology to meet goals
Service Excellence skills
Excellent communication skills in person and on the telephone
Ability and availability to work varied shifts if required, including nights, weekends, and holiday shift
Ability to work with minimal supervision, work independently, and within a team environment

Help Desk Analyst Resume Examples & Samples

Provide friendly and helpful customer service, as first line of contact into the Digital Solutions team
Maintain accurate records of resolving and closing tickets
Responsible for pushing Teamsite editions to production; coordinate non-Teamsite production deployments
Responsible for pulling website copy decks, for LMR (Legal, Medical & Regulatory) submission
Assist other team members, with ad-hoc requests, as needed
Basic understanding of health care business practices with fundamental understanding of project management methodology
The ability to become proficient in IT systems and leverage available information systems to provide value added analysis
Demonstrated interpersonal and communication skills including an ability to interact with and establish good working relationships with diverse individuals
Project coordination with the ability to be proactive and identify creative, effective technical solutions
Self-leadership demonstrated by initiative and positive approach to tasks, decision-making and problem-solving skills with a willingness and aptitude to learn new technology
Teamwork skills based on willingness and ability to work in a global and diverse business environment and to interact with others in various functions, businesses and levels

Help Desk Analyst Resume Examples & Samples

Monitor the AWRDS help desk kiosk for new issues
Review and evaluate issues routing them to the correct department for resolution
Clarify issue by directly communicating with Tier I site support
Assign tickets and ensure tickets are addressed in a timely manner
Test and duplicate the AWRDS issues described
Determine if issue is resulting from improper operating procedures or is a potential problem within the software
Advise ticket submitter of correct operating procedures, if applicable, or if ticket will result in an SCR or defect
When requested provide details and answer questions of developers, analyst, and/or testers
Compile statistical reports on help desk activity as required
Maintain Help Desk Knowledge Base with relevant information about correct processes and workarounds for known issues
Previous experience in U.S. Army logistics and/or with AWRDS/Maintenance Workbench, LMP, GCSS-Army, SAMS-1, SAMS-2, SAMS-I/TDA a plus
Critical thinking and excellent diagnostic ability
Experience with CMMI or LEAN a plus
Mission orientated. The job comes first
Proficiency with Microsoft Office (Word, Power Point, Excel, and Access)
Ability to learn and be familiar with formal procedures through all stages of the Systems Development Life Cycle (SDLC)
Basic knowledge of SQL a plus
Basic knowledge of database structure a plus
Basic knowledge of performing audits against database to determine potential issues a plus

Help Desk Analyst, Lead Resume Examples & Samples

Manage daily activities and procedures of the help desk
Serve as backup to the Sr. Director, I/T Operations for help desk related activities
Respond to users’ requests for information and assists in problem resolution
Maintain contact with users on operational and production problems
Produce and analyze routine production reports
Check quality and distributes reports requested by users for on-site and remote users
Assist in coordinating the resolution of application/software systems problems that impact production
Assist systems and programming personnel, as requested
Assist in resolving technical computer operations equipment problems
Log documents and maintain history records on information technology production problems
Initiate corrective action and carry out instructions to resolve system problems on production jobs
Recognize and identify potential areas where existing policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion
Develop and maintain service level agreements with user departments and enterprise business units
Good communication skills, both written and verbal
Decision-making and problem solving skills
Basic reporting and analytical skills

Business Operations / Help Desk Analyst Resume Examples & Samples

Two to three years of experience in operations/technology project management activities
Experience in Business Continuity Planning, Vendor Management, Project Management and payroll support is very helpful
Experience in bank systems HOGEN, CACS, RMS, ALS and AFS also helpful
General knowledge of policies, plans, procedures, products and regulatory requirements for assigned business unit
Ability to conduct an analysis of a business need, including scheduling meetings, planning agendas and conferring with business line leaders
Thorough understanding of project management and testing methodology and procedures
Ability to work as part of a project team
Excellent verbal and written presentation and communication skills
Excellent computer skills, especially Microsoft Office applications

Help Desk Analyst Resume Examples & Samples

Monitors the Help Desk queue, and ensures tickets are resolved before the exceeded target completion date/time, or to the customers satisfaction
Responds to telephone calls and emails requesting assistance
Tracks and monitors all issues to insure a timely resolution
Installs and configures PCs, laptops, printers, fax machines, and other equipment as assigned
Maintains, analyzes, troubleshoots, and repairs computer systems, hardware, software, and peripherals
Documents, maintains, upgrades or replaces hardware and software systems
Supports and maintains user account information including security rights and systems groups
Works with all levels of Information Systems staff to help identify problem solutions and documentation
High school diploma or general education degree (GED)
Two or more years of technical customer service support and tracking
Two or more years with desktop setup, configuration and support
Two or more years with Windows Operating and Microsoft Office Systems
Familiarity with the following preferred

IT Help Desk Analyst Resume Examples & Samples

Answer and resolve inbound technical calls at a large corporate Help Desk, efficiently and professionally, in a fast paced call center environment that operates 24x7x365
Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed In addition, providing feedback on technical documentation for publication in Knowledge Base
Follow all escalation procedures according to service level agreement
Use remote control tool to assist end users when needed
Provide an accurate record of each call in incident management tracking tool
Demonstrate a depth and breadth of knowledge/skills in own area and is often able to apply these outside of own function
Anticipate customer needs and proactively identifies solutions
Plan, prioritize, organize and complete work to meet established objectives
Effectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers
Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows 7 environment, offering a variety of level 1 to 1.5 solutions over the phone. Using remote control tools to assist customers when needed
Adhere to policies and procedures regarding the safeguarding of protected information, such as personal health information (PHI/PII) and access to corporate systems
Adhere to a strongly regimented schedule (start/end times, lunches, breaks, off phone time, etc.)
Bachelor's Degree (or higher) OR High School Diploma/GED with 1+ years of experience with Call Center and/or in a Technical Support role
1+ year of experience in a Call Center environment and/or Technical Support
1+ year of experience in Technical Support (preferably in a help desk) with experience with resetting passwords and verifying caller's identity
1+ year of experience using an Incident or Call Tracking System
Experience assisting customers through alternate intake channels (phone and nonverbal channels like: live chat, email, social media and web form submissions)
Typing speed of 50 WPM a plus
Experience working with a Knowledge Base or Knowledge Tool
Experience using and supporting IP Phone Systems
Experience troubleshooting remote access tools (VPN) and general connectivity (LAN/WAN) issues by phone
Experience with supporting Microsoft Office Suite (including Outlook) and Handheld Devices
Experience with supporting MAC Hard and Software
Exposure to or knowledge of ITIL Practices
Experience in a large corporate environment
Experience working in environment where success was gauged by balancing call handle time and first call resolution or other specific metrics

Help Desk Analyst Resume Examples & Samples

Provide user assistance to resolve submitted tickets
Contribute to installation procedures and standards development to establish consistency
Install, configure, and update desktop/laptop software applications
Maintain a high degree of professional proficiency relative to Firm wide systems, and emerging technologies
Maintain advanced usage of Firm-wide Help Desk tracking database
Provide extended business hour support on a rotational basis with other members of the Information & Technology Department
Provide moderate to complex technical advice and guidance to ensure high levels of customer service
Provide firm wide IP-telephony support, including voicemail services
Responsible for ensuring firm wide desktop hardware lifecycle is being met
Maintain advanced understanding and support of the firm’s software in use
Work with firm’s power user community to document resolution to complex issues
Identify and document work-arounds of escalated requests, making these available in the knowledgebase
Assists in the creation of IOP (Internal Operating Procedures)
Assist end users with setting up new or replacement smart mobile devices
Provide conference room audio/visual support
Create, modify and delete Active Director accounts as needed
Contribute to the creation of standard desktop images
Complete other tasks as assigned
Recent Enterprise support of 300 plus users/Windows 10 (required)
Support of user in Citrix environment (required)
Computer hardware refresh experience (required)
ITIL Foundation certification (required)
Experience with supporting accounting software: CaseWare, CCH ProSystem, Quickbooks (preferred)
Demonstrated ability to accomplish multiple tasks in a heavy workload environment
Minimum of three years providing hardware and software support
Bachelor's degree or mix of education and experience. (3 years of experience substituting for year of education)
3+ years experience providing telephone and desk side support to end-users in a Windows network environment
Experience working with third party vendors to support firm environment
Clear, effective written and verbal communication skills
Ability to generate and interpret individual reports and metrics
Experience supporting Citrix and VPN environments, Microsoft Office Suite
Excellent time and project management skills
Self-motivated with ability to work with limited supervision

Help Desk Analyst Resume Examples & Samples

Two years of experience in a similar customer service or help desk role
Required to work flexible schedule, including overnight shifts and weekends
Knowledge of the financial services industry(preferred but not required)
Knowledge of the ITIL, Six Sigma or Gasper (preferred but not required)

Help Desk Analyst Resume Examples & Samples

1- Knowledge about Windows operating systems XP and Windows 7. Be able to troubleshoot basic problems within Windows OS
2- Off the shelf knowledge of the office suite. Including O365. Will be supporting internal customer via email and phone
3-Customer Service: The service desk prides themself on their customer service to their customers. They need to have experience working with angry

Help Desk Analyst Tier Resume Examples & Samples

2) Experience with knowledge/support of desktop operating systems (XP and Win7), server operating systems (Windows 2003 and 2008), MS Office (version 2007/2010)
3) 1 to 2 years' experience of supporting Android and Apple smart phones
4) Working knowledge of Microsoft Active Directory and Citrix
Recent, relevant and proven working knowledge/support of desktop operating systems (XP and Win7), server operating systems (Windows 2003 and 2008), and associated applications (Internet Explorer and Adobe Reader)
Understanding of Microsoft Applications administration including the installation and support of Internet Explorer (version 8, 9, 10) and Microsoft Office (version 2007 and 2010)
Good understanding of TCP/IP, DNS, and DHCP
Working knowledge of Microsoft Active Directory and Citrix
Experience supporting Android and Apple smart phones
Experience monitoring networks using Solarwinds
Proficiency in the use of Microsoft Office tools (Word, Excel, PowerPoint, and Outlook)
Telecom/Telephone application/infrastructure support experience beneficial
Experience with Software & Management Associate's (SMA) OpCon scheduling software beneficial
Demonstrates ability and desire to learn company products and services and associated applications, technology, and terminology
Excellent interpersonal and communication skills, both oral and written
On-call availability 24/7 and willingness to work flexible shifts
Capable of lifting and transporting moderately heavy objects, such as printers, computers and peripherals
Ability to sit for prolonged periods of time while operating a computer
A satisfactory performance and attendance record is required
Candidates will be required to pass applicable pre-hire compliance checks
Windows 7 support (help users navigate through operating system and using Microsoft Office suite)
Analytical Troubleshooting - hardware and software (not just support through procedure manual, must ask questions) - examples of calls: 1) My PC is slow, what do I do? (Is it the whole pc, is it applications, can I remote in, have you rebooted?) 2) My monitor isn't working. (Is it on, have you unplugged cables and re-plugged in, what colors are lights?) 3) I'm not able to print? (is it everything you can't print, just word, just pdf?)
Documentation - What the person has done for support for undocumented issues. Put into shared drive to find potential solutions

Senior Tier, Help Desk Analyst Resume Examples & Samples

Diagnose and resolve problems related to the use of hardware, software, peripheral devices, communication packages, host and LAN/WAN connectivity or other problems
Understand and comply with security and support policies and procedures
Recognize problems and alert appropriate escalation points as needed. (CHD Tier II staff or other FSGs as required)
Uses appropriate tools to log, track, escalate, resolve and close calls and Incidents received by the help desk
Follow up on all reported problems, ensuring complete customer satisfaction

Help Desk Analyst Resume Examples & Samples

1-3 years of technology/customer service experience required
Client-facing level one technology support role for a global user-base
Role involves basic troubleshooting of Microsoft applications and proprietary system

Senior Help Desk Analyst Resume Examples & Samples

Business Delivery and Operations provide response to customer questions received via telephone calls, callbacks, emails, and help desk requests.Provide technical and production support for TPSM/FX/CC products, and services and systems, including incident identification, recording, classification, initial support, investigation and diagnosis, resolution and recovery, incident closure, ownership, tracking, monitoring and communication, to ensure service levels are maintained. Upon identification of possible broader, systemic issues independently take action to contact the SOD (second level support), clarify causes provide support to rectify and develop a recommendation for actions to manage the customer experience
Assist customers in trouble shooting and resolving issues during deployment and ongoing use of products and services, effectively diagnosing and working through complex problems with a high level of accuracy and with a focus on providing exceptional customer service.Act as a first level escalation point for other Help Desk Analysts with clients, strategic partners; TPS sales and product management to ensure issue resolution. Promote positive customer relations by consistently providing exceptional customer service and fostering trust and confidence by taking ownership of support issues, providing friendly and accurate resolutions, and diligently searching for solutions when the answer is unknown Escalate issues that are beyond the level of expertise through the appropriate channels
Maintain up-to-date in-depth knowledge and understanding of TPS products, services, processes and relevant legal, regulatory and technology requirements Consistently strive to improve service levels, improve client satisfaction and loyalty scores by identifying an providing recommendations for process improvement opportunities, including system and parameter changes, while managing costs effectively
Develop and maintain strong working relationships with T and O resources to develop a good understanding of the systems and facilitate discussions around issues resolutions as needed
Risk Management and Control Monitor completion of all internal and external operational effectiveness/ compliance requirements to manage risk within acceptable limits. Protect the Banks assets by adhering to all applicable regulations, Policies and Procedures, legal and ethical requirements, process requirements, established risk guidelines and regulation requirements. Maintain the confidentiality of both customer and Bank information to protect the customer and the Bank and to ensure compliance with Bank Policies and Procedures. Follow security and safeguarding procedures in accordance with Bank policy for the prevention of loss due to fraud, money laundering or defalcation; identify and report suspicious and other reportable transactions or patterns of activity that are suspected to be related to money laundering. Managerial Leadership (This role does not directly manage people)Support the Help Desk Manager by providing operational/day-to-day leadership, coaching to Help Desk Analysts Build productive relationships with other team members to encourage an atmosphere of collaboration and team
Achievement oriented

Help Desk Analyst Resume Examples & Samples

Handles incoming communication to the Help Desk including ACD calls, voice mail, email, and walk-ins by accurately analyzing, resolving, and documenting problems and requests in accordance with current standards
Follows up with all customers to ensure work orders are completed, and ascertain customer satisfaction in accordance with established procedures and service levels
Acquires and maintains current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers
Develops business and technical writing skills
Assists Field Support Analysts with technical issues
Engages in special projects as assigned
No experience required with an Associate's degree in a related field; two years of experience in Information Technology without an Associate's degree in a related field

Associate Help Desk Analyst Resume Examples & Samples

Resolves issues using existing knowledge base documentation and tools
Escalates problems to appropriate individuals based on established guidelines and procedures
0-3+ years of progressive broad-based information systems and business experience supporting IT applications and technical issues

Help Desk Analyst Resume Examples & Samples

Provide primary technical support for Managed Services technologies, including firewalls, servers, and routers
Assist on core product implementation projects
Perform daily and weekly administrative and maintenance tasks on client hardware
Minimum of 1 year previous IT experience providing technical support in an enterprise level environment

Help Desk Analyst for AHA Advisors Resume Examples & Samples

Relevant experience in a contact center environment
Minimum 1 year in a technical support environment
Good knowledge of Internet services and network configurations including broadband DSL/cable modems and routers as well as wired or wireless home networks
Familiarity with common AppleCare tools (iDesk, iLog, CICO, Auto IP Mailer, TimePal, etc.)
Familiarity with AppleCare policies and procedures
Seeks technical challenges and enjoys resolving complex technical issues
Excellent written and verbal communications skills - customer contacts will be via both phone and chat
Ability to effectively handle simultaneous chat and voice troubleshooting contacts
Adaptive interaction with users of diverse levels of technical proficiency
Willingness and ability to work non-standard business hours (early mornings, nights and/or weekends)

Help Desk Analyst Resume Examples & Samples

Strong communication skills are critical
Strong problem solving skills, attention to detail and eye for process improvement are desired
A basic understanding of web applications is a plus
Ability to obtain and maintain certain job-related certifications if no job-related advanced degrees

Help Desk Analyst Resume Examples & Samples

Experience and knowledge of browser-based applications
Experience working in a Application/Production Support based (not hardware) help desk environment
Working knowledge of social services and Medicaid programs and systems
Experience writing and running SQL queries
Experience in phone based Customer Service focused roles, being able to think and respond quickly to customer questions

Help Desk Analyst Resume Examples & Samples

Technical school or 2-year Associate Degree required with equivalent experience; Bachelor Degree preferred
Strong interpersonal, oral and written communication skills
Outstanding customer service experience and resourcefulness
1-3 years help desk or technical support experience
Must possess working knowledge of current technologies and strong analytical skills
Willingness to work in 24x7 environment
Excellent Communications skills (Voice & Email) to handle global customers
Should have good analytical and typing skills
Must have or be able to obtain a NAC security clearance
Retail POS Support experience (1 year)
Recent, verifiable experience working with
Desktop operating systems (Windows XP, Windows 7, Linux OS) and
Security: password reset, authentication
Remote Desktop Connection and/or Remote Access (dial-up, vpn)
PC hardware configurations and diagnostics
LAN/WAN technology
Experience with Linux OS, UNIX (any version) and Servicenow.com is a
Plus.Certifications within discipline such as: Help Desk Institute, Information Technology Infrastructure Library (ITIL), IT Service Management (ITSM), MCSE, A+, Six Sigma, CMMI
Business experience in retail and/or sales and distribution
Experience with Servicenow.com, ITIL process

Senior Help Desk Analyst Resume Examples & Samples

Provide Tier 1 technical support for computer hardware and software issues, including direct and remote network connectivity
Monitor call queues and manage work schedules
Minimum 5 years technology support experience
Familiarity with mobile device technologies
Experience with Automatic Call Distribution technology and reporting
Proficient verbal and written communication skills
Ability to multi-task and adapt to a rapidly changing environment
Aptitude in understanding technical concepts and learning new technologies

HP Help Desk Analyst Resume Examples & Samples

Analyze business, and other data processing problems to implement and improve computer systems
Analyze user requirements, procedures, and problems to automate or improve existing systems and review computer system capabilities, workflow, and scheduling limitations
Provide 2nd level support as required
University degree in computer science or an equivalent qualification
Strong 2nd level help desk experience
3+ years of post-degree work experience in the IT Service Management area and/or international projects, preferable experience with Service Request Management processes
Technically experienced with HP Asset Manager and HP Service Manager, especially in the creation of products and workflow designs
Knowledge of IT services and related topics and processes
Confident appearance in the international context
High ability to work independently
Customer and team orientation
Microsoft Office competency with outstanding Excel skills
Attention to detail to ensure quality, efficiency, integrity and compliance with internal controls and policies
Confidentiality

Entry Level IT Help Desk Analyst Resume Examples & Samples

Provides telephone or electronic 1st level technical support for the determination, resolution, or escalation of technical problems related to Windows environments and Windows applications, electronic mail, internal applications & databases, security issues, desktop hardware/software, server hardware/software, and production equipment related issues
Interacts with business customers of a variety of services with a high degree of tact and diplomacy to promote a positive image of the IT support center
Uses verbal and written communications to demonstrate a customer-focused attitude when dealing with customers
Accurately communicates pertinent information to create a work environment that lends itself to the best interest of departmental personnel and customer service

Help Desk Analyst Resume Examples & Samples

Diagnose, troubleshoot and document technical issues and requests using documented procedures and available tools
Record and communicate status information in a timely and accurate manner
Ensure incident resolution by maintaining and managing incident lifecycle
Initiate escalation procedures as appropriate to ensure management awareness of issues that are severe in nature or that are exceeding documented targets
Maintain effective communication, both technical and non-technical, with colleagues, superiors, and customers
Develop and maintain a good rapport with other colleagues, business partners, and customers
Interact and collaborate with cross-functional teams
Utilize and contribute to knowledge management tools and processes
Minimum of 1 year IT Help Desk support experience
Experience with ITIL concepts, practices, and procedures
Ability to quickly analyze and resolve technical issues as they occur
Proven experience supporting Microsoft Windows and Mac OS X operating systems
Proven experience supporting Microsoft Active Directory and Microsoft Office Suite
Proven experience providing remote IT assistance by utilizing appropriate tools
Strong time management and task management skills
Strong Organizational skills
Ability to produce quality work under pressure to meet deadlines
Exhibit creativity and innovation in an effort to enhance the customer experience
Relevant industry knowledge of widely used systems and applications
Ability to work an eight-hour shift anywhere between 7am and 8pm EST
Ability to work occasional weekend and holiday hours (notice will be given)
High School or GED required
Some college/technical school or bachelor’s degree

Help Desk Analyst Resume Examples & Samples

Assists team in meeting individual, team and organizational service level agreements
Researches, resolves, and responds to questions, in accordance with standards
Provides accurate and creative solutions to user problems of moderate nature to ensure user productivity
Participates in training to continually exchange technical and service skills needed to optimize profits
Adheres to and helps to define/document troubleshooting scripts, standards and procedures for the Help Desk
Performs additional duties as assigned *Meets attendance and punctuality standards
2+ years of progressive broad-based information systems and business experience supporting IT applications and technical issues

Help Desk Analyst Resume Examples & Samples

Research, diagnose, resolve or escalate technical and procedural issues from a retail stores environment via phone call
Log and assign tickets as outlined in Department documentation in English
Communicate, in market language, to store employees in a manner that is easy to understand and non-technical
Take personal accountability to meet service desk operator key performance measurements and be punctual
Actively contribute to meeting the department's shared goals
Effectively handle multiple calls at a time when calls are queued or tickets need to be followed up on
Clearly document all issues according to ticket logging and problem management requirements
Respond quickly to all critical issues answering all emergency calls when available
Remain cool under pressure and effectively handle stress, change, and uncertainty

100

Help Desk Analyst Resume Examples & Samples

Address incidents by using technical and functional application knowledge in conjunction with an in-house database of problems and resolutions to dispense accurate and consistent information and to resolve issues with minimal escalations to 2nd level support
Effectively assess callers' needs or requirements
Use service management software to log, monitor and follow-up on calls
Analyze and troubleshoot complex documents and provide appropriate solutions, including workarounds, just-in-time training, and document clean-up
Exercise resourcefulness, poise, tact and diplomacy to meet customer demands
Have a friendly, courteous and professional phone manner
Meet or exceed certain key performance indicators (KPIs) specified for the group
Represent the group's needs on various projects and QA initiatives with respect to documentation and training
Actively review tickets, especially those that are escalated outside the group, with the goal of spotting trends and improving one's performance within the group
On-going, mandatory training as required
Excellent writing and documentation skills (examples should be submitted) required
Advanced word processing skills (MS Word) and proficiency with MS-Office Products required
Familiarity with Legal MacPac, iManage, Lotus Notes, and Citrix desired
Ideal candidate would also be familiar with troubleshooting network, desktop PC, laptop, PDA, and Blackberry related incidents
Excellent people skills including customer service, speaking and listening
Able to work with minimal supervision, effectively communicate the status of various assignments, multitask between assignments and the day-to-day role of a Help Desk Specialist, and complete assignments in a timely manner
Aptitude for quickly learning new software including basic troubleshooting skills
Ability to troubleshoot end user service requests and incidents, document related problems, and software issues
Ability to read, write, and speak Spanish is preferable but not required
A 4-year degree required
6 mo-1yr or more years of experience in a technology related or application support related position preferred
Previous experience at a call center in a legal environment is preferred
Help Desk Institute certification a plus
MS Office and other IT related certification a plus
this is a large Microsoft office environment - so experience in this area is huge**

101

PEX Help Desk Analyst Resume Examples & Samples

Provide a Tier II Level PEX Help Desk Monday- Friday, 0600-1800 U.S. Central time
Respond to trouble calls and request for user assistance from PEX users world-wide, provide remote and on-site assistance with installation and configuration of PEX, and develop desktop client installation packages
Develop and support a searchable knowledge base and tracker of PEX support issues that can be accessed worldwide on a 24/7 basis
Create and maintain PEX data files and support materials
Must possess and apply expertise on multiple basic work assignments
Must have ability to use originality and innovation in determining how to accomplish tasks
Must have ability to develop methodology and present solutions to problems
Should have a minimum of 2 years experience administering infrastructure support to mainframe and/or client server systems and/or DoD systems
Must possess a High School Diploma with 2 years of related work experience

102

IT Services Help Desk Analyst Resume Examples & Samples

Knowledge and experience to support Mac OS X is desirable
Knowledge of Active Directory and Office 365, such as Skype for Business and One Drive
Ability to prioritize, diagnose and fix issues
Ability to perform hardware maintenance on systems and components
1 year of related experience or schooling

103

IBM IT Help Desk Analyst Resume Examples & Samples

Five (5) years of experience supporting and operating an IT Helpdesk
Must have recent operational experience with IBM BixFix
Must be ITIL v3 Foundations certified
Must have experience with BMC ITSM Suite application
Must have experience with BMC Atrium application
Must have IBM Mainframe Utility experience
Experience operating a help desk supporting IEM

104

Knowledge Management Help Desk Analyst Resume Examples & Samples

Minimum five (5) years of experience as a Knowledge Manager and working with Knowledge Management Programs
Certified Knowledge Manager (Knowledge Management Institute)
Experience creating and maintaining SharePoint applications/pages
Ability to develop briefing materials, administrative, and logistics support
Excellent writing skills and ability to communicate effectively,

105

Help Desk Analyst Resume Examples & Samples

Five (5) years of experience supporting computer networks, telephones, and VTCs
Must have recent operational experience with developing and executing strategic guidance
CompTIA A+; Network+ or Security + certification required

106

Help Desk Analyst Resume Examples & Samples

Provides technology product support on issue resolution process of analysis, prioritization, tracking and escalation
Work with internal groups and technology partners to analyze, prioritize, and resolve product issues
Research and resolve escalated issues for online, products and general technology utilized in our AMEX travel programs
Interface with clients, CGM’s and all AMEX technology groups that support products and online services for client programs
Generates creative ideas to ensure products are used effectively
Gathers and shares best practices across clients and segments
Uses analytical and creative approach to condense large amounts of information into a clear, concise, effective format
Drives results by operating with a sense of urgency, employing effective time management to deliver results within deadlines
Provides overall Technology Client Program support to the Client General Manager
Thorough knowledge of the Business Travel Industry
Existing understanding of Online, Ticket Trax, Pre Trip Auditor, Correx, Quick Exchange, Track Point and other similar Travel Technology is HIGHLY desirable
Strong PowerPoint skills with high proficiency in Excel, Word, & Lotus Notes databases
Ability to work under pressure and maintain flexibility
Good understanding of travel related data
Ability to analyze & assess raw data to draw meaningful conclusions
Interaction and communication with diverse working styles, ability to build and leverage strong working relationships
Strong Project Management and organizational skills
Ability to prioritize and manage competing demands to meet deadlines
Adaptation to change and new direction on short notice
Ability to identify issues or challenges requiring escalation
Ability to balance compliance with company initiatives
Ability to work under tight timelines and pressure of client driven deliverables / demands

107

Help Desk Analyst Resume Examples & Samples

Assess nature of problem and may resolve simple and basic support issues
For more complex issues, directs appropriate technical customer support center specialist
Enter requests into Help Desk ticketing system
High school or equivalent, Bachelors Degree in Computer Science preferred
Ticketing systems experience
MS outlook, Office and MS O365 knowledge a plus

108

Help Desk Analyst Resume Examples & Samples

Utilizes available resources, provides first-level problem determination and resolution on all problems received via telephone calls, e-mail and facsimile
Records all problems reported in the Problem Management system
Identifies/resolves basic problems and inquiries to ensure user productivity
Escalates unresolved problems to the appropriate staff
Performs regular follow-up according to procedures, and confirms resolution with user prior to closing the problem reports
Maintains current knowledge of all products and services supported in order to provide agreed upon service levels to customers
Attends training sessions, and identifies training needs
Independently maintains an in-depth education and working knowledge of all aspects relevant and necessary to supporting department goals in providing superior service and resolving issues
Keeps abreast of network status, security threats such as viruses, follows risk management guidelines and procedures, assists users in problem resolution, and recommends corrective actions
Participates in team projects, understands Help Desk’s Service Level Agreements and works towards its achievement
Periodically reviews on-line procedures and assists with their maintenance
Educates users on systems and processes and acts as an IT consultant
Follows assigned tasks through to completion with minimal to no supervision and is accountable to user and department
1 - 2 years of work experience in similar environment
Possess good analytical and problem solving skills
Knowledge in the use of personal computers and Microsoft applications
Demonstrated proficient phone etiquette and effective writing and interpersonal communication skills
Required ability to be available for 24 hours per day, 7 days per week on-call support
Must be available to work non-prime shifts and on weekends/holidays
May require sitting for periods of 4 hours at a time

109

Help Desk Analyst Resume Examples & Samples

Troubleshoot and, time permitting, work to resolve problems during the customer’s first call
Bachelor's Degree in Computer Science, MIS or Telecommunications
Minimum of 2 years helpdesk experience, delivering the highest-level customer-oriented service
Language: French Canadian highly preferred
Ability to work with all levels of corporate personnel telephonically, and to convey a professional, courteous, and helpful identity
Able to work varied shifts if necessary
Familiarity with a computer-based helpdesk software system Technical-level experience, and operational knowledge of, a diverse set of data center infrastructure and desktop computer components, including AS/400’s, Windows-based servers, desktops and laptops, cabling systems, and communications equipment
Computer proficiency in ITIL, Cisco, Microsoft Office Programs, Numara FootPrints and Crystal Reports

110

Help Desk Analyst Resume Examples & Samples

Provide initial support for customer inquiries received via the telephone and/or internet Assess nature of problem and may resolve simple and basic support issues
Complete requests such as new account(s), terminations, etc
Participates in executing service delivery and supports management in accordance with standardized policies, procedures and processes across programs and operational units May be involved in high impact outage communication process
High school or equivalent, Bachelor’s Degree in Computer Science preferred
Ticketing systems and printer support capabilities
Strong MS outlook/Office and MS O365 knowledge required

111

Help Desk Analyst Resume Examples & Samples

Research, resolve, and respond to end user inquiries via phone, email and ticketing system (ServiceNow)
Accurately troubleshoot and decipher problems by asking probing questions and utilizing available resources
Maintain a predefined call closure rate on incidents entered into ticketing system
Create, update, and manage end user accounts
Follow up on all outstanding calls and open ticket items to ensure timely resolution and customer satisfaction
Handle additional customer support related duties, as needed
2+ years’ experience in a help desk support environment required
Experience troubleshooting tickets and knowledge of automatic call distributor (ACD) a plus
Understanding of servers, virtual drives, and directory structures
Ability to work well with minimum supervision and proactively follow up on outstanding issues/tickets
Strong interpersonal, written, and verbal communication skills, with the ability to effectively communicate with individuals at all levels within the organization
Knowledge of Microsoft Office programs including Word, Outlook, and Excel
Ability to work well under pressure in a fast-paced and deadline-oriented environment
Demonstrated commitment to providing world class customer service
Houston, Texas area resident

112

Help Desk Analyst Resume Examples & Samples

1 -2 years experience working with Microsoft products including Windows 7, 8 and 10, Office and Outlook
Basic understanding of computer PC networking, standard browsers troubleshooting (Internet Explorer 9 and up, Chrome)
Ability to write routine updates and correspondence
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
Ability to respond effectively to the most sensitive inquiries or complaints
Basic math skills. Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals
Ability to understand and apply CSG standardized instructions
Ability to resolve most basic calls types with the use of existing tools and minimal assistance
Ability to perform some basic troubleshooting
Ability to coordinate with second level teams to provide issue resolution
Ability to escalate issues that are out of the Analyst’s skillset
Willingness to accept accountability for problem ownership
Able to utilize the ISC knowledge base, documentation and ISC tools to assist in first call resolution of issues
Ability to prioritize and have time management skills
Ability to use a personal computer. Proficiency with Microsoft Office applications

113

Help Desk Analyst Resume Examples & Samples

Internal technical support via telephone, e-mail, and web utilizing professional communication
Enforce all IT Department Policies and Procedures defined by IT management
Thoroughly document all reported issues and follow through to completion
Access software updates, drivers, knowledge bases, and FAQ resources on the Internet to assist with end users issues
Troubleshoot and resolve hardware and software issues with Windows XP and Windows 7 Operating Systems, MS Office, MS Outlook, networking, Active Directory, AS400, printers and IP phones
Perform remote software installation and configuration on PCs
Contribute to the development, testing, and roll out of departmental images for desktop and laptop computers
Become a subject matter expert for a variety of technologies and applications and ensure knowledgebase is updated
4 years of experience providing Help Desk support
3 years of experience with a broad variety of technology, such as

114

IS Senior Help Desk Analyst Resume Examples & Samples

Address issues as a second tier and take lead on more difficult issues
Perform troubleshooting to end users for SHC and all its entities
Prioritize and escalate problems within given guidelines
Maintain proper shift coverage for answering calls
Work with groups external to the Help Desk to ensure a timely and effective hand-off of triaged calls
Participate in an on call rotation
Act as a liaison between the Help Desk and other teams
Cover and maintain Network Operations and perform monitoring
Point person for Help Desk working with the Supervisor helping to address issues
Provide metrics to leadership about the Help Desk
Train Help Desk analysts on process and procedures both for Help Desk and Network Operations tasks
Identify areas of improvement and work with management to implement changes
Act as a role model for the department, mentoring them on Steward and the correct practices
Relocate to a new location if needed or travel to other sites required
Perform other duties as assigned by Steward Management
Ability to follow direction
Ability to work independently and take initiative over diverse project areas
Ability to be flexible, versatile and adaptable in day-to-day activities conducted in a multi-site environment
Ability to effectively prepare presentation material and present information to IS staff, management, hospital and public groups
Other: Ability to have a flexible schedule; cover any shift which can include occasional after hours and weekend hours

115

Help Desk Analyst Resume Examples & Samples

Provide technical assistance and support for computer systems, software and hardware both in person and over the phone
Install, modify, image, and repair computer hardware and software
Performing "first response" to quickly mitigate customer issues and return systems to a normal working state
Manage client anti-virus and anti-spam tools
Install, configure and administer systems in a mixed Windows / Linux environment
Automate actions or management tasks
Document procedures for routine tasks
Other Duties as needed
3+ years’ experience supporting IT systems in a professional capacity
Knowledge and hands-on experience with the following
Understanding of LAN technologies, 802.1x, TCP/IP, DHCP, DNS
VoIP technologies administration
Understanding of File Shares and permissions

116

Help Desk Analyst Resume Examples & Samples

) 2+ years in a professional IT organization, Help desk/Service Desk or Customer Call Center experience preferred. Experience with any ITSM tool is a must
) Excellent communication skills (verbal and written) required to interact with customers, provide support and solve problems. MUST have a good attitude
) Experience with Windows 7, MS Office, Client browsing applications (such as Internet Explorer, Chrome and Firefox)
Mobile device, POS, and MAC/Apple experience is a huge plus.**

117

Help Desk Analyst Resume Examples & Samples

Answers and documents all help desk calls related to specific software applications and computer hardware
Provides end-user support for specific software applications
Will be working with CMMS and SAP systems
Need to be experienced with Preventive Maintenance plans and procedures
May assist with some hardware issues
Creates and terminates new users related to specific software applications
Creates and updates user security access
Monitors servers and users to ensure that the systems are operational
Informs Information Technology Services of any operational problems
Conducts system maintenance on network
Reviews software literature for any software updates and upgrades

118

Help Desk Analyst Resume Examples & Samples

Handle daily support requests received
Provide first level assessment, support and resolution of issues
Maintain current and accurate data throughout the lifecycle of a tickets
This job requires access to confidential and sensitive information, requiring ongoing discretion and continual focus on secure information management
Utilize excellent customer skills to meet or exceed customers’ expectations
Follow-up with end-users, provide updates, and see problems through to resolution
Leverage technical skills to ascertain the nature of the problem
Deliver first line support in alignment with corporate operational level metrics, policies, and procedures
Provide basic troubleshooting for local and remote end-user computer, mobile device, and network printer problems
When a resolution is not evident, escalate tickets in a timely manner to the next tier level
Provide feedback and recommendations for process improvements
Has proficient knowledge and proven skills with two or more of the following areas: Active Directory, Microsoft Application Suite, Security IDS/IPS, VMWare, Solaris Containers (virtualization), Messaging, Antivirus, Citrix, Web Services, network technologies, or SAN
Proven ability in a customer service environment
Proficiency in English
Able to transcribe technical information into non-technical communication
Strong client-facing oral and written communication skills
Detailed oriented individual who takes initiative to resolve critical incidents and problems
Technically proficient in an IT environment
Proficient in problem/incident management

119

Financial Application Help Desk Analyst Resume Examples & Samples

Accuracy and attention to detail, must have organizational skills
Accounting experience (Government Accounting preferred)
Automated Accounting Systems
Troubleshooting / analytical / decision making skills
Windows Server 2008 R2
SQL Server and IIS Web Services experience
Report Writing experience (i.e. SQL Server, Crystal, Business Objects)
Proficient in Microsoft Excel
System Administration skills

120

Associate Help Desk Analyst Resume Examples & Samples

Answers first level calls to Service Desk
Provides first level assistance for defined problems and escalates tickets as necessary
Tracks calls and documents problems into call tracking software
Consults knowledge database to optimize resolutions and follows through on resolution with callers
Acquire current knowledge of relevant products (software and hardware) and support policies in order to provide accurate solutions to customers
May perform additional duties relating to specific BUIT applications as assigned

121

Senior Clinical Help Desk Analyst Resume Examples & Samples

Experience supporting clinical issues and requests
Experience in EPIC
Experience maintaining any of the EMR systems
Knowledge of Medical terminology
Expertise with healthcare business processes and associated clinical application software
Ability to analyze a problem and come up with a solution
Knowledge of running reports preferred
Prior training experience also preferred
Proven ability to develop positive relationships with customers and maintain a reputation that reflects quality customer service on a continued basis
Ability to function independently and produce results that meet standards of quality
Must have exceptional written, verbal and interpersonal skills as well as demonstrate sound judgment and reasoning
Must demonstrate the ability to assess complex situations and set priorities
Proven ability to multi-task, supervise and execute action plans in a team environment
Ability to quickly classify the severity of the Incident and respond accordingly
Assist in implementing policies and procedures
Resolutions in minimum time based on ITIL best practices
ITIL background or knowledge is highly desired
Monitor workload of Service Desk Analysts, reprioritizing and reassigning requests as appropriate
Act as liaison between Service Desk and Clinical site support team to ensure escalated issues are resolved in a timely and effective manner
Analyze and Help develop policies and procedures and reports regarding how are Incidents/Problems are identified, received, documented, distributed, and corrected to improve Service Desk efficiency
Help design, Help implement, and supervise processes to improve the workflow process of the level 1 ½ Clinical support
Perform analysis on IT and end-user support issues; evaluate documented resolutions and analyze trends; and develop appropriate technical or training solutions to prevent repeated future Incidents
Train new and current employees on how to support the new EMR application
Help test fixes and perform post-resolution follow-ups to ensure Incidents/Requests have been adequately resolved
Conduct team meetings, communicate recommendations for improvement as necessary, and provide status reporting to the Service Desk Manager
Maintain up-to-date knowledge of technology, clinical systems, and applications that are utilized by or may impact Enterprise Service Desk
Help manage staffing issues; facilitate conflict resolution when necessary between staff, clients, and management
Monitor Service Desk metrics such as response times, hold times, call distribution, staff availability, time to resolution and other activities
Obtain customer feedback on support services to improve service levels
Conducting Periodic reviews for the Analysts (Half Yearly and Annual Appraisals)
Develops metrics to measure and drive the success of customer service and works with senior management to ensure that customer service efforts align with corporate goals and objectives

122

Help Desk Analyst Resume Examples & Samples

Experience with PC hardware/software support and configuration
Advanced knowledge of MS Office products (i.e. Word, Excel, PowerPoint), Internet Explorer; and Outlook with an Exchange based email system with experience in assisting others with the use of these products
Excellent organizational skills, ability to prioritize multiple priorities and strong attention to detail

123

Help Desk Analyst Resume Examples & Samples

1-3 years of experience working in a Help desk role providing customer support will be the primary duties of the position
1-3 years of experience supporting Windows operating systems and Microsoft office suite as this is the technical environment the consultant will be working in
1-3 years of experience working in a Lotus Notes or Exchange environment, the consultant will be asked to support end-users working in both environment

124

Help Desk Analyst Resume Examples & Samples

Strong knowledge of current Microsoft Windows and Office technologies
Apple Mac experience in a corporate environment. OSX 10.8 and above
Knowledge of Windows DHCP and DNS
Handle problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff
Log and track calls using JIRA problem management system
Call software and hardware vendors to request service regarding defective products
Train users on software and hardware. Install computers, software, and peripheral equipment
Bachelor's degree or equivalent or three years related experience and/or training
Experience with Microsoft System Center Configuration Manager (SCCM), JAMF Casper Suite, or similar client management systems
Certificates and Licenses: A+, Microsoft, or Apple certifications a plus

125

Odot-help Desk Analyst / HDA Resume Examples & Samples

1 year work (help-desk) experience troubleshooting issues via phone/email/desktop
1 year work experience using Service Now or similar order ticketing system
Uses creativity and innovation to automate and streamline processes and procedures
Ability to troubleshoot in a high level systematic way. Ability to identify issues and research cause
Strong influence, collaboration and negotiation experience
Have the ability to work independently and as part of a team, the ability to manage time and resources to meet assigned deadlines (Service Now Tickets)
Have strong understanding of prioritization stemming from the elicitation of system and/or user requirements (Software installation requests)

126

Help Desk Analyst Resume Examples & Samples

Primary responsibility--conduct POS (Point of Sale) system software upgrades at retail petroleum convenience stores by following predefined remote dial in script
Primary responsibility--complete site call back and follow-up work, and assist with issue resolution processes
Managing and updating rollout schedules on a daily basis
Facilitating collection of site surveys and other site-specific information
Analysis of site surveys to determine pre-requisite qualifications
Creating equipment and service requirement schedules for system upgrades
Monitor progress using methods and checklists developed by the lead project manager
Coordinate and communicate upgrade schedules with field operations, site managers and technical resources
Daily updating of status reports
POS (Point of Sale) experience

127

Help Desk Analyst Resume Examples & Samples

Performs first level diagnosis and communicating incident resolutions including documentation
Escalates complex incidents to second level support teams
Follows through on high priority incidents to ensure timely documented updates
Manages Incident Reports in accordance with the five step problem management process
Performs service desk administration responsibilities as required
Performs duties with minimal supervision
IT technical certification preferred (A+, MCP, MCSE, or MCSA)
A minimum of one year of experience in an IT Service Desk environment handling, escalating and resolving IT systems, applications and operational problems is required
Strong Active Directory skills needed
Knowledge of PC hardware/software/applications
Understanding of network infrastructure

128

Help Desk Analyst Resume Examples & Samples

Assist customers over the phone with multiple system/application inquiries following guidelines and troubleshooting procedures
Provide solutions and consult with, or assign more complex issues to, Network Technician or Systems Research Analyst
Ensure that all problems are promptly addressed, logged and resolved, accurately and on time, with the proper follow-up and professional customer service
EDI electric testing with vendors
HCSOC Helpdesk responsibilities include trouble-shooting of technical problems for internal users, including hardware and software
Provide workstation visits for minor workstation problems such as: printer mappings, short-cut mappings and application settings
Update and maintain OmniTrack Production and Test applications
Provide daily notification of mainframe regions and imaging systems for Department of Labor
Process User Access Request Forms and maintain accounts for the following applications such image repository and Web Portal
Maintain the Databases
Provide telephone technical support for the internal and external users of the ACS Medical Bill Processing Portal (owcp.dol.acs-inc.com)
Analytical, knowledge of windows applications, databases and Java software
EXPERIENCE: 1-year experience working with Java, Cobol, .NET, access databases

129

Help Desk Analyst Resume Examples & Samples

Demonstrated ability to work collaboratively in teams and across organizations
Demonstrated ability to synthesize feedback and adjust plans accordingly
Demonstrated ability to resolve incidents/problems efficiently and effectively, recognizing customers’ competence levels, and able to approach each level appropriately

130

Help Desk Analyst Resume Examples & Samples

Interacts with Application third tier team to restore service and/or identify and correct core problems
Answers user assistance requests by phone, email, or fax with the ability to identify, diagnose, and respond with a solution in a timely manner
Tactfully explains and describes the problem and resolution to users in an understandable manner
Assists users with Financial Management and accounting issues
Simulates or recreates user problems to resolve user navigation issues
Ensures user communications are timely; courteous; and on-going
Follows all written procedures and guidelines for systems operations
I5 User - ID creation, modify and resets
Process requests for Active Directory, Cognos, License Suspension, and Panoptic IDs
Assist with access to various websites and web mail
Subject matter expert for Cognos (Data Warehouse)
Assists with county program installs
Completes assigned weekly/bi-weekly/monthly reports for supervisor
Performs other related duties and projects as assigned
Thorough knowledge of SharePoint and IBM Rational
Thorough knowledge of the Child Support Data Warehouse
Ability to communicate effectively orally and in writing
Ability to identify and resolve problems using research techniques
Ability to retain composure in stressful situations
Possesses a sense of urgency towards tasks

131

Help Desk Analyst Resume Examples & Samples

Must be willing to work evenings, late nights and/or overnight shifts
Proven ability to troubleshoot and resolve technical and procedural issues
Ability to react quickly and professionally in stressful situations
Must be able to follow directions
Must be punctual
Must be driven and self-motivated
Capable of learning both technical and procedural components of the stores environment
Must be able to react quickly to change
Must be able to handle ambiguity and adapt to cultural differences

132

Help Desk Analyst Resume Examples & Samples

Exceptional and proven customer service and triage skills
Minimum of 2-3 years of recent experience supporting Windows operating systems and Microsoft Office
Minimum of 1year of help desk and desktop support experience
Highly effective oral and written communication skills. Able to translate technical solutions into terms the customer will understand
Experience using remote desktop support tools
Prefer experience using Service-Now IT Service Management solution
IPad experience preferred
1-2 years of direct Help Desk experience working for a medium to large public company
A+ certification, Net + certification, or an Associate’s Degree in Computer Science or Information Systems

133

Help Desk Analyst Resume Examples & Samples

Possess the technical ability to troubleshoot computer hardware/software (IBM, Toshiba, Lenovo, Dell, etc.)
Previous experience with ticketing systems (what are they?)
Windows OS (Windows 7, iOS, POSReady)not all required but technical understand of some or all is preferred
Has the ability to analyze, evaluate, and anticipate problems, and to make decisions that result in the successful completion of tasks
Ability to work efficiently in a fast paced setting - an analyst can take anywhere between 60-100 calls on any given day

134

Help Desk Analyst Resume Examples & Samples

Provides basic help desk support for problems and service requests related to hardware, software, network/mainframe connectivity and application support
Acts as representative of technical services to its customers
Initiates, escalates or resolves problem tickets and/ or service requests
Troubleshoots and resolves technical problems, escalates to support resources
Facilitates closure to problem ticket/ service requests while meeting or exceeding defined service level expectations
Conducts timely 1st level problem determination for incidents using documented procedures, and accurately documenting the issues using the appropriate toll(s)
Ensures customer satisfaction by responding to Service Requests through approved channels to the Help Desk in a timely, accurate, and professional manner
Records problem symptoms and status information in a timely/accurate fashion using the appropriate tools in order to communicate with and properly utilize 2nd and 3rd level support resources
Acquires and maintains current knowledge of relevant product/service offerings and support policies to provide technically accurate solutions to customers
Must be able to provide clear, concise, information through written and verbal communications

135

Help Desk Analyst Resume Examples & Samples

Understanding of the OSI Model
Technical Support/ Documentation
Phone Support/Call Center

136

Associate Help Desk Analyst Resume Examples & Samples

Provide basic, first line support to all Credit Acceptance team members with a high level of customer service and technical knowledge via phone, email, walk-up, and web form
Provide basic information and instruction for daily activities and inquiries
Perform basic incident management and request fulfillment per service level agreements (SLA) and customer expectations for all business systems/software (Off the shelf and home grown) and requests
Communicate as the face of IT to all areas of the business for all incidents and requests in a clear and direct manner
Provide basic Help Desk coverage and support in an accurate, timely, and professional manner
Analyze, troubleshoot, and resolve all basic reported issues (software, hardware, and processes) in a logical and systematic method
Log and document all necessary information and detail for every customer contact
Identify and escalate critical incidents with a strong sense of urgency and ownership
Prioritize work and set expectations for all incidents and requests
Identify and initiate proactive, basic solutions that improve efficiency and/or effectiveness
Collaborate with customers (of all levels of the business), team members, and support teams to identify incident details and request requirements
Assist with various desk side tasks (e.g. equipment deployments, equipment moves, etc.)
Perform daily preventative maintenance on all necessary peripheral devices (e.g. scanners)
Participate in a weekly On Call (24x7) rotation
Attendance as required by department

137

Help Desk Analyst Resume Examples & Samples

Respond to inquiries and technical requests
Resolve problems and document resolutions
Manage and execute special projects and coordinate work efforts with various groups
Evaluate and provide guidance on technology
Must correspond quickly and efficiently on multiple tasks and reprioritize as necessary
Respond to technology support issues at a moment’s notice
Ability to creatively design or obtain solutions for unique technical requests; train and implement those solutions to an executive-level audience
Perform advanced account administrative tasks within Active Directory and Office 365
Provide excellent customer service over the phone and in face-to-face customer interaction and effectively communicate with all individuals across the organization
Mobile technology support including AirWatch, iOS, and Android OS
Support of machines on multiple platforms including Windows 7, Windows 10 and multiple versions of the Mac OS
Remote support for out-of-office executives from any domestic or international location using a variety of technologies (cellular, wireless, wired, air card, vpn, etc.)
Travel may be required to other TEGNA offices
Report to work and meetings on time, and keep management aware of offsite travel plans for the purpose of addressing executive technical needs
Maintain advanced knowledge of supported products, stay current with changes/updates and review/update documentation as necessary
Document new problem resolutions and maintain procedural and equipment documentation

138

Help Desk Analyst Resume Examples & Samples

Help Desk experience in a cloud/virtual environment
Demonstrated experienced in one or more of the following; Azure, AWS and DISA Cloud
Assist in developing service level metrics and analysis in a cloud environment
Active SSBI clearance

139

Help Desk Analyst Resume Examples & Samples

Serves as a single point of contact for communicating issues or requesting IS service
Serve as the customer’s advocate in ensuring that the proper IS department is notified and responds according to respective documents of understanding
Provide technical assistance and support to requests received through helpdesk related to computer systems, software, and hardware
Walk associates through problem-solving process
Monitor and respond effectively to requests received through the IS helpdesk
Perform timely workstation hardware and software upgrades as required
2 year technical degree in Computer/IS area, or comparable experience
2 years in multi-operating system environment, especially MS Windows, Citrix/Metaframe, & NT

140

Help Desk Analyst Resume Examples & Samples

Administers and configures corporate laptop configurations for SPS Commerce
Interacts with various departments and is the primary contact for Windows/Mac based application troubleshooting and configuration
Assist with the preparation and implementation of system upgrades and special projects
Experience with Imaging and SCCM a plus
Documentation of repeatable steps and publishing knowledge base articles for SPS team members
Strong working knowledge of the Microsoft Office Suite: Word, Excel, PowerPoint and Outlook
Responsible for researching and finding new technologies and equipment we want to purchase for new hires and SPS team members, such as user laptops, peripherals, and software
MCSE, MPC, A+ - desirable
Demonstrated organizational skills with ability to effectively manage multiple projects

141

Help Desk Analyst Resume Examples & Samples

Bachelor's degree in a related field (experience may be substituted in lieu of degree)
6+ years’ experience in a broad range of assignments in technical tasks directly related to the proposed area of responsibility
Networking experience
Rotating shifts

142

Ebusiness Help Desk Analyst Resume Examples & Samples

Requires a High School diploma or GED
1 to 3 years of experience as an eBusiness Help desk Analyst I
1 to 3 years experience in an automated customer service environment with knowledge of PC browser features and related applications
Internet connectivity, and use of MS Outlook; or any combination of education and experience, which would provide an equivalent background. Associates degree or higher preferred
Helpdesk experience preferred
CompTIA A+ or Microsoft certification preferred
Must be flexible to work hourly shifts and fill in other shifts per business needs
Must be able to work overtime per business needs

143

Help Desk Analyst Resume Examples & Samples

Experience with Remedy (this team uses version 8.1 which is web based) or a similar tool
Call center experience would be highly desired - this would make for an easy transition into this environment
Outlook support
Blackberry support
Ipad support

144

Senior Help Desk Analyst Resume Examples & Samples

Assesses the need for and implements performance upgrades to computer systems, including the installation of CPUs, I/O and NIC cards, hard drives, RAM, memory chips
Documents IT related procedures and processes to improve overall team knowledge
Receives and responds to incoming calls, pages, and/or e-mails regarding end-user hardware or software problems promptly. Contacts the customer promptly with status
Assist in maintaining inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment
Properly handles all equipment and tools, storing as required upon completion of work
BS Degree in Information Systems, Computer Science or related experience
Strong experience troubleshooting, repairing, and installing computer hardware and software, and coordinating the installation of PC Systems, including application software
Working knowledge of Active Directory and network services (DNS, DHCP, WINS) a plus
Uses critical thinking and problem solving skills to evaluate problems for accurate and timely resolution, observing expectations for service level
Follows instructions and procedures

145

Help Desk Analyst Resume Examples & Samples

Performs onsite analysis, diagnosis, and resolution of desktop, server, network and applications problems for end users, and recommends and implements corrective solutions, including offsite repair for remote users as needed
Installs, configures tests, maintains, monitors, and troubleshoots end-user workstations and related hardware, software, and system issues in order to deliver required desktop service levels
Maintains good working relationship with all customers. Trains end-users as required
Collaborates with LAN and Network technicians and administrators to ensure efficient operation of the company’s desktop computing and network environment
Administers and resolves issues with associated end-user workstation networking software products
Works independently and with the team to develop solutions and manage multiple tasks
Serves as a liaison with third-party vendors
Documents all actions related to calls or projects
Assists in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations
Assist Network, Telco, Storage, and Server teams as necessary
Be available for weekend and after hours support when needed
7+ years of work experience in IT
A+ Certification and Microsoft Certified Professional or other industry certifications preferred
Working knowledge of networking and communications protocols, MS Windows XP and higher support, MS Office Applications, and Internet Explorer
Ability to train and guide lesser-experienced individuals
Reads and comprehends written instructions and procedures and communicates clearly and concisely through written and verbal communications to others
Demonstrates ability to produce detailed incident resolution for a technical audience, and produce clear written communications for a non-technical audience
Shows attention to detail
Works independently and as a positive contributing member of a team
Learns new systems and hardware, as implemented
Customer service focused

146

Help Desk Analyst Resume Examples & Samples

Associate's degree (A. A.) or equivalent from two-year college or technical school
One to two years related experience and/or training
1 to 2 years in an IT Help Desk or related IT field
Knowledge of Windows Operating Systems, and productivity application support, deployment, security updates and troubleshooting
Knowledge of Exchange, Windows NT, Windows XP, Windows 7 TCP/IP
Must have strong PC skills
Mobile Device and VOIP skills a plus but not required
Troubleshooting skills / ability to think outside the box
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization
Proficient personal computer skills including electronic mail, record keeping, routine database activity, word processing, spreadsheet, graphics, etc

147

Senior Help Desk Analyst Resume Examples & Samples

3 years’ experience working in a help desk or technical support role
Experience with Microsoft Operating Systems including XP, Windows 7 as well as user account directory applications such as LDAP and Active Directory
Experience with MS Exchange / Outlook environments and browser functions
Proficiency with current versions of Microsoft Office
Exceptional deductive reasoning/technical troubleshooting skills
System analysis techniques and procedures, including consulting with users, to determine hardware, software or system functional specifications
Experience with client-server applications: Citrix, vWorkspace, VPN, SCCM
Experience in SOP creation, technical support training and training documentation
Proven ability with prioritizing and multi-tasking and works well under pressure
Excellent detail-orientation and organizational skills
Excellent verbal, written and presentation skills
Ability to prioritize and work on multiple projects in a fast paced environment

148

Help Desk Analyst Resume Examples & Samples

)Must have 6+ months of Help Desk/Service Desk experience
) Must have strong customer service skills due to trouble-shooting via phone support
) Driven, sharp, strong work ethic, MUST carry self with maturity

149

Intern, IT Help Desk Analyst Resume Examples & Samples

Ensure that all support requests received via chat, telephone, and email are properly entered into PUMA ITSM tool in accordance with documented SLA/OLA policies
Timely escalation of all unresolved support requests to tier 2 Support Desk technicians. Adherence to all troubleshooting guidelines and proper documentation of all troubleshooting steps must take place before escalation occurs
Take part in the creation, implementation, and maintenance of all Support Desk best practices, protocols, and knowledge base articles
Proper tracking of all hardware and software assets within AMP asset management tool and accordance with PUMA asset management best practices
Experience with desktop/laptop running Windows 7 & 10 Professional
A + Certification desirable
Experience with ITSM ticketing system
Computer imaging experience
Works well with people and good communication skills
Able to adapt to changing environment
Windows 7 & 10 Professional
Adobe Products
Dell Laptop/Desktop

150

Help Desk Analyst Resume Examples & Samples

1-2 + years of phone support experience
1-2 + years of Windows 7 support experience
1-2 + years of Office 2007/2010, PDA (iPhone/iPad, BlackBerry) and VPN/Wireless support experience
Strong phone presence, excellent customer service skills, passion to help people

151

App Help Desk Analyst Resume Examples & Samples

2 years related work experience is desired
Understanding of servers and how they work
Customer service skills is a plus
Communication and written skills are required

152

Help Desk Analyst Resume Examples & Samples

Providing first & second-tier support to end users for the following: PC, server applications and hardware
Tracks and monitors all reported incidents to insure a timely resolution
Performs front line troubleshooting for problems related to technology and applications
Participate in system backup and recovery
Monitors network printers, copiers and networking equipment and troubleshoots issues
Installs new desktop application on all systems
After hours support is provided over support phone and remote desktop

153

Das-help Desk Analyst / HDA Resume Examples & Samples

Critical and strategic thinker with the ability to follow quality standards
Able to balance multiple assignments and report time spent on all work activities
Flexible, dependable and able to work in a team environment
Strong communication skills are extremely important in this position
5 Plus Years of experience providing technical assistance, support and advise to end users for hardware, software and systems
5 Plus Years of experience Monitoring a team's open backlog of support issues and re-assign issues as necessary to ensure they are closed per agreed upon service levels
3 Plus years of experience calling/working with software and hardware vendors to request service regarding defective products
Has acted as SME for one or more custom or COTS applications
3 Plus years of experience working with programmers to explain software errors and recommend changes to programs
3 plus years of experience testing software and hardware to evaluate ease of use and whether product will aid user in performing work
3 Plus years of experience developing training materials , such as exercises and visual displays
3 Plus years training user on software and hardware on-site or in classroom
Ticketing System being utilized is Service Now, experience with Service Now is also required

154

Help Desk Analyst Resume Examples & Samples

Initiates, escalates or resolves problem tickets and/ or service requests. Troubleshoots and resolves technical problems, escalates to support resources
Experience with supporting computer Hardware/Software and other business applications
Call Center or Customer Service experience required

155

Help Desk Analyst Resume Examples & Samples

Active Directory/Exchange for password resets and general troubleshooting
Understanding and troubleshooting experience with the entire Windows OS 7/10
Experience troubleshooting Microsoft Office Applications (2013/2016)
Basic networking knowledge and troubleshooting experience
Experience with general hardware and software break/fix issues
Customer service experience supporting 100+ end users

156

Help Desk Analyst Resume Examples & Samples

A Bachelor’s Degree in Business or Computer Science; OR equivalent work experience if preferred
Microsoft certifications are a strong plus along with A+ or Network +
Effective analytical abilities and technical skills to isolate problems, fix immediate needs and offer long term solutions based on root cause analysis
Make sound and timely decisions
Dress code is business casual

157

Help Desk Analyst Resume Examples & Samples

Help Desk experience supporting an ERP system
4-year degree or related experience
Knowledge of ITIL methodology

158

Sds-mct Tier, / II Help Desk Analyst Resume Examples & Samples

Must possess a current Secret and ability to obtain TOP SECRET Clearance
Must possess a current DOD 8570-01M IAT-II certification
PHYSICAL DEMANDS

159

Help Desk Analyst Resume Examples & Samples

Troubleshoot and resolve technical and functional issues via phone, email, and remote control using available resources
May respond to worksites on an exceptional basis to resolve problems unable to be resolved remotely
An Ideal candidate should have the ability to deliver technical customer support over the phone in a call center environment; identify, troubleshoot and resolve a wide range of technical computer-related problems; make the distinction between level one and level two end user problems; master new computer technology; maintain cooperative working relationships; demonstrate sensitivity to and respect for a diverse population
Experience troubleshooting issues with OS X, Active Directory, Altiris management software, anti-virus software, Windows OS, MS Office, Google Apps, Adobe and Active Directory
Hours of operation: Thursday through Sunday, 9pm to 8am

160

Help Desk Analyst Resume Examples & Samples

Receive and respond to inquiries related to Applications supported by the Help Desk
Advise the inquirers of any resolution to the inquiry
Utilize Help Desk software to enter calls and retrieve logged calls for resolution, or forward pending inquiries to the next level of expert support
Work effectively through communication with technical and /or business teams to resolve client issues
Monitor the progress of proposed solutions while maintaining contact with the client so that they are also aware of the status of their inquiry
End-user testing of solutions, ‘bug-fixes’ and new features of Applications to ensure they adequately address client concerns
Monitor trends in client inquiries that point to the need for further training within the client community
Maintain a repository of known problems/issues and related resolution/’work around’; and a repository of best practices, for each Application
Maintain an understanding of Applications to ensure maximum support effectiveness
Co-ordinate with business areas Help Desk related activities that require communications to the external stakeholders. Ensure these communications are relayed to internal staff as well
Experience in the role of Help Desk Analyst managing and coordinating support activities, demonstrated experience as a HD Analyst with six (6) years of experience
Experience in the role of HD analyst working as a facilitator in a team environment
Overall Information Technology industry experience
Excellent written and oral communications skills
Experience working directly with internal and external customers with demonstrated excellent customer support
Experience with Web based systems, in a development or maintenance capacity
Experience with the maintenance and creation of technical documentation
Ability to learn quickly, and operate with minimal supervision and guidance
Experience using the Microsoft suite of Office tools
Experience working with senior management and operational staff
Government industry experience in a business analyst role
Analytical Thinking
Client Relationship
Facilitation
Listening
Performs Well Under Pressure
PresentationSkills/PublicSpeak

161

Help Desk Analyst Resume Examples & Samples

1-3 years of prior customer service experience
1 year of IT support experience in a mixed desktop environment (Apple and Windows) considered a plus
Experience in managing support requests through a ticketing system, using clear and detailed communication
Professional with exceptional customer service skills
Willingness to learn in the IT environment and take on additional responsibilities
Proactive attitude, organized, ridiculous attention to detail, and the capacity to multitask in a fast paced environment
Ability to work both independently and as a part of a team in the office
Ability to lift at least 50lbs
Microsoft Office or Google Applications Experience
Operating System Troubleshooting
Installation of Printers
Desktop Software Installations
Productivity Suite Configuration
Ability to follow support scripts as well as documented procedures
Technical certifications considered a plus (CompTia A+, ACMT)

162

Help Desk Analyst Resume Examples & Samples

Answers incoming calls to the Technology Call Center (TCC) and applies a comprehensive understanding of current hardware, software and proprietary applications to independently troubleshoot, diagnose, and resolve intermediate to highly complex technical problems within required time and productivity standards
Applies intermediate to expert level skill set and knowledge of the issue tracking system software which includes: creating/editing/reassigning TCC tickets, application security access requests (ESAR), creation and editing of customer profiles, ability to navigate within the system, query tickets and customer profiles. This includes escalation and completion of Priority One tickets. Regularly monitors all automated issue tracking queues to ensure all tickets have been addressed and routed appropriately
Applies intermediate to expert knowledge of all systems to each incident in order to identify critical system outages versus non-critical, and then initiate system-wide responses as appropriate to the level of criticality, appropriately following established policies and procedures through to resolution. Applies a thorough knowledge of the change management proves to determine if the issue needs submitted through that process for approval before any action can be taken
Applies intermediate to expert knowledge of TechHelpConnect systems reporting capabilities and functionality. Prepares and distributes daily, weekly, or monthly reports to applicable teams/users as requested by management
Serves as a mentor to the Tech I staff. Regularly meets with other IT support groups, TCC management, or TCC Team Lead to discuss additional troubleshooting and issue resolution skill set and potential training opportunities
Applies expert knowledge of and adherence to all documented processes concerning Beacon Health Options procedures such as, The Priority One Process, Global Communications, Ticket Escalations, Service Level Agreements, etc
Understand and complies with the Monthly Call Center Metric which include: First Call Resolution, Ticket to Call Ratio, NICE Score, Average Talk Time, and Ticket SLA. Communications details of all SLA deficiencies to manager in a timely manner
Create and deactivates user and application accounts within assigned SLA’s. Process security access requests as dictated by Corporate Security polices and best practices
Resets passwords on multiple system platforms in a timely manner to ensure that business needs are met
Consistently adheres to documented technical policies and procedures regarding incident response such as Priority One, Global Communications, Ticket Escalations and Service Center Agreements
Assists in training and mentoring of Tech I employees in all facets of TCC operational policy and procedures, as well as in the resolution of technical issues
Tests software applications/systems in a test environment in order to identify, diagnose and resolve issues prior to implementation for the user community
Maintains up-to-date knowledge of all hardware, software applications and operating systems currently in use through self-learning, in-house training, and/or applicable coursework
Required to rotate after-hours and on-call duties
Performs all other duties and works on special projects as assigned
MCDST
MTA
Help Desk Institute
Interpersonal communication skills
Group presentation and public speaking skills
Collaboration and team-oriented work philosophy
Ability to work in a fast paced environment with strict deadlines

163

Help Desk Analyst Resume Examples & Samples

Responds to telephone calls, email and personnel requests
Documents, tracks and monitors issues to ensure a timely resolution
Reviews, analyzes, and modifies programming systems to support the organization's application systems
Creates and deactivates user accounts using various corporate systems
Identifies, researches and resolves technical issues
Follows department policies and procedures to ensure compliance and department standards are met
Uses remote software to assist in obtaining resolution for system issues
Updates and/or maintains departmental records using ticketing system
Maintains a working knowledge of computer applications and software systems to assist in troubleshooting issues and providing resolution
Adheres to Company standards and maintains compliance with all policies and procedures
Performs other related duties as assigned
A minimum two (2) years of experience in the technology field required
No supervisory experience required

164

Help Desk Analyst Resume Examples & Samples

Provide first-level contact and problem resolution for all users with hardware, software and applications problems via phone or email while adhering to Cartus Standards & other security policies
Uses advanced troubleshooting skills
Courteously obtain and convey concise problem information for external and internal service personnel
Provide accurate and timely logging of problems and resolution for problems in the problem management database
Escalate problems as appropriate following HD procedures
Act as a liaison between customers and internal support staff to assure accurate problem interpretation. Maintain communications with customers during the problem resolution process
Utilizes superior customer service skills
Assists with projects as necessary
Proposes and implements service desk process improvements
Provide escalated local/remote support and troubleshooting across all geo-locations (US, EMEA)
Minimum 2 years Help Desk experience
Certifications preferred: HDI, ITIL, KCS, A+, Net+
Demonstrated ability to effectively communicate by phone or in person
Demonstrated writing ability
Demonstrated ability to achieve successful outcomes in handling difficult situations and customers
Knowledge of information technology
Demonstrated analytical and troubleshooting skills—able to report on metrics
Demonstrated ability to work in a fast paced, intense HD environment
Shows initiative and acts independently to resolve problems
Ability to prioritize work
Demonstrates flexibility and embraces change
Able to work overtime when required

165

ATM Help Desk Analyst Resume Examples & Samples

Monitor ATM network via online monitoring application
Dispatch vendors as needed to ensure network availability
Documentation of all actions and escalations within the monitoring application
Strict adherence to policies and procedures
1-2 years of IT or Business Operations Support Experience
1-2 yrs relevant experience together with preference for some higher education for entry level
4-6 years of related experience for highly skilled with an AS degree or equivalent training
Ability to self motivate and work in a team-oriented environment
Competence in Microsoft Office product suite

166

Help Desk Analyst Resume Examples & Samples

Must be open and available to working days, nights, weekends, and holidays
Very fast paced environment
Need to be able to work independently

167

ITD Help Desk Analyst Resume Examples & Samples

Performing 1st level diagnosis and communicating incident resolutions including documentation,
Escalating complex incidents to 2nd level support teams,
Following through on high priority incidents to ensure timely documented updates,
Managing Incident Reports in accordance with the 5 step problem management process,
Training team members to handle new project implementation incidents,
Performing service desk administration responsibilities as required,
Cross-training with other Global Operational Services functions,
Maintaining web, processes and other procedural documentation,
Performing duties with minimal supervision
Excellent troubleshooting/problem-solving skills
Strong analytical & organizational skills
Ability to make sound independent decisions and work effectively in a team environment

168

Help Desk Analyst Resume Examples & Samples

Provide phone and email technical support to end-users to resolve any hardware or software issues
Support and troubleshoot workstations, server and network related issues
Perform systems administration for Office 365, Windows Servers, and workstations across multiple customers
Monitor and troubleshoot client backups
Escalate customer issues through the proper channels
Manage cases according to defined severities and case priorities
Maintain client security levels and confidentiality of information
Clearly document support issues and all steps performed in RSM's ticketing system
Monitor trends from reported client cases to isolate possible chronic issues for software, workstation, server or network infrastructure that indicate failing hardware or software corruption
Update cases and communicate with clients daily or as required until issue is closed
Microsoft Certification (MCSE/MCSA) and Network+ Certification preferred but not required
Bachelor's degree (BA/BS) from an accredited 4-year school is a plus
Experience working on a technical helpdesk or equivalent Network administration role
Experience in software and hardware troubleshooting on laptops, desktops, servers and network equipment
Experience with Office 365 and associated workloads including Email and SharePoint
Experience with firewalls, such as Cisco, Sonicwall and Meraki
Experience with VMWare ESX hosts and vSphere Client for administration
Experience with remote solutions, such as Citrix, Terminal Server and VPN
Experience with Apple Hardware and MAC OS X
Experience with enterprise mobile devices
Highly customer focused with ability to provide consistently excellent customer service and professionalism
Able to quickly assess situations to pinpoint the scope/source of technical issues in a fast paced environment
Must be dependable and able to work both individually and in a team environment
Must possess strong sense of ownership of client relationships
Positively represent the company to clients and provide empathetic and friendly customer service at all times
Must have competent knowledge of DNS, DHCP, IP, SMTP, FTP, HTTP, and HTTPS protocols and LAN networking/distributed computing environments (client/server)
Working knowledge of Windows Server and Active Directory Group Policies and Replication
Possesses excellent time management and organizational skills to manage case load of old and new cases in individual case queue
Working knowledge of common off the shelf applications (Microsoft Office, Adobe, etc.) and basic troubleshooting knowledge for those applications
Navigation of common mobile device platforms (iOS, Android, etc.)

169

Help Desk Analyst Resume Examples & Samples

Answers all support calls and emails directed to the internal Help Desk relating to but not limited to bank software, hardware, operating procedures and security access
Documents all calls and emails into call tracking system
Analyzes caller’s issue to determine response and whether to escalate calls within stated guidelines; tracks the issue until it is resolved
Utilize and research knowledge base documentation and software tools to provide information, advice or instruction in response to end user inquiries
Resolves first level issues and compose new problem resolution
Teaches end users how to resolve problems verbally and via remote control
Prioritize various requests from callers to second and third level support
Appraises management of possible impact on customer service and bank reputation when service is interrupted
Probes caller for in depth analysis of contributing factors and/or events that caused end result and documents data gathered
Performs system administration for various system applications including but not limited to active directory, email, Desktop, Credisphere, Prosperity Index, INTOUCH and telephones
Maintains knowledge in areas including but not limited to overdraft protection, Reg E, Bank Secrecy Act (BSA), Reg CC, Fair Credit Reporting Act (FCRA), privacy-Gramm-Leach Bliley Act (GLBA) and NPPI regulations, identity theft red flags, and Unfair, Deceptive or Abusive Acts or Practices(UDAAP), financial elder abuse, and Office of Foreign Asset Control (OFAC) compliance
Responsible for learning and development of technical and professional skills in job related areas
Maintains a current understanding of stated procedures and policies, including regulatory compliance issues
Keeps current on technology that Tri Counties Bank has standardized
High school diploma or GED required, unless age 18
Working knowledge of Bank software applications and functionality
Working knowledge of all Windows applications
Ability to manage multiple tasks and prioritize

170

Help Desk Analyst Resume Examples & Samples

Answers all support calls and emails directed to the internal Help Desk relating to but not limited to technical questions related to bank software, hardware, operating procedures and security access
Assists branches and departments regarding operational, loan, and electronic banking procedures and regulations, customer support, compliance/legal and system related issues
Assists branches in researching and resolving account and balancing issues
Assigned as team member for ongoing product plan and system implementations. Assists with implementation of new products and services
Trains on a variety of operational and product topics as required
Monitors work requests for changes
Monitors new product development and projects
Monitors problems to assigned applications
Assists with assigned applications during release changes from our software vendors or internal software changes
Provides documentation to users of changed applications
Resolves first level issues and compose new problem resolution. Identify and propose alternate solutions to caller when issues cannot be resolved quickly
Composes and publishes short instructional documents to assist callers and build and maintain knowledge base
Interprets documents for callers such as operating procedures and manuals
Apprises management of possible impact on customer service and assess bank reputation risk when service is interrupted
Assesses data collected to recommend upgrades to existing systems or determine if we are maximizing on efficiencies
Participates in the evaluation of user difficulties and identifies situations requiring referral to internal or external technical, professional or service personnel
Generates monthly reports for Management to assess system and bank training efficiencies to determine gaps and implement change
Supports branch sales administration in terms of identifying customer support issues and branch needs analysis for ongoing training
Represents TRICO Connections on various project teams
Trains and mentors Help Desk Analyst I
Maintains a current understanding on the basics of our standard hardware and software
Assists in creating help guidelines or procedures for application users
Provides management with monthly status reports related to projects and problems
College degree preferred or four or more years related experience
Expert level of knowledge on responsibilities listed above

171

Help Desk Analyst Resume Examples & Samples

College degree in the field of computer science and/or 4 years equivalent work experience
2+ years experience within a large corporate environment (>500 users), and within switched Ethernet environments
Knowledge of basic computer hardware, including Dell Optiplex desktops and Latitude laptops (installation and break/fix)
Extensive application support experience with McAfee products (AV,HIPS, and EEPC) and Office 2007/2010
Certifications in A+, Network+, or in the Microsoft arena considered a plus

172

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

This role will help IT Automate and implement new technology to assist with keeping the desktop environment current and running optimally
Ability to troubleshoot in a high level systematic way
Ability to identify issues and research cause
Strong communication/leadership skills
Ability to interpret end user license agreements

173

Help Desk Analyst, Shift Resume Examples & Samples

Ensures that MCH clients and users of information technology resources experience minimum impact on their daily activities from technical problems
Logs each incoming request as calls are received and execute ownership of the problem until resolution is complete and client/user is advised of cause and disposition
Provides telephone end-user support on IT-related issues by diagnosing, analyzing, and quickly resolving or escalating (if resolution requires hands-on interaction, different skill set experience or an excessive amount of time) and/or dispatching assistance as needed, meeting SLAs for first-call resolution on incidents and service requests
Advanced knowledge of Windows 2000/ XP/ Vista, Windows 2000/ 2003/ 2008 Server, Microsoft Office XP/ 2003/ 2007, Microsoft Project, Microsoft Visio, Lotus Notes, Symantec Antivirus and other business applications
General distributed hardware: printers, scanners, lightpens
Networking hardware: modems, controllers, LANs,

174

Help Desk Analyst Resume Examples & Samples

1 year of technical Customer service/ help desk experience in a fast paced environment
Experience troubleshooting VPN connectivity issues/ remote users
Experience troubleshooting outlook, Windows, MAC and mobile devices (airwatch)

175

Systems Operations Help Desk Analyst Resume Examples & Samples

1 to 3 years experience in Financial Services or Shared Services work environment preferred
Good proficiency in Excel and Access, including working knowledge of formulas, links, and pivot tables
Technical understanding of data bases, data warehousing, and reporting software in order to effectively work with technology partners

176

Help Desk Analyst Resume Examples & Samples

Network Troubleshooting
Software Installation
Expert level Microsoft Word\Outlook experience w/overall Microsoft Office experience

177

IT Help Desk Analyst Resume Examples & Samples

Learns how to identify, analyze and apply information technology and business practices to support strategic business process/plans
Participates as required to design, develop, test and integrate technology of low complex
Participates in the implementation of information technology and business processes of low complexity
Supports, evaluates, and continuously improves information technology and business processes to maintain alignment with business plans of low complexity/risk
Performs activities according to project plans and schedule
Has contact primarily focused around department and functional operations, and limited interaction with business contacts

178

Help Desk Analyst Resume Examples & Samples

Education toward such a degree or diploma will be prorated on the basis of the proportion of the requirements actually completed
2) Candidate has signed the Background Check Authorization Form and related releases
Ability to analyze data to draw conclusions; troubleshoot scenarios and make appropriate recommendations
Ability to work in a team setting and communicate effectively and professionally with both internal and external customers at all levels of the organization
Excellent written and verbal communication skills, particularly the ability to articulate issues and risks in non-technical terms
Interest in and ability to understand new systems quickly
Capacity to plan, coordinate and handle multiple assignments at once
Proficiency in the Microsoft Office suite of products
Experience using ticket tracking software

179

Help Desk Analyst Resume Examples & Samples

Associate's degree in computer-related field or equivalent from two-year college or technical school OR 1 - 2 years related experience and/or training in a technically oriented customer service department; or equivalent combination of education and experience
Must be PC proficient with working knowledge of various software applications and on-line systems
Knowledgeable with Microsoft products - strong knowledge of MS Excel
Ability to follow a variety of technical instructions
Should possess strong ability to work in a team environment
Excellent organizational, time management and multi-tasking skills
Self-starter with positive attitude
Must be dependable and have ability to adapt to a continuously changing environment"

180

Help Desk Analyst Resume Examples & Samples

2+ years working in a corporate help desk environment
2+ years support of phone support (talking and typing at the same time)
3+ years supporting higher level troubleshooting (HW/SW)

181

Help Desk Analyst Resume Examples & Samples

3+ years of experience troubleshooting and supporting VPN issues
3+ years of troubleshooting hardware: Printers( Lexmark, HP, and Zebra
3+ years of troubleshooting or supporting Windows 7/10 Environment

182

IT Help Desk Analyst Resume Examples & Samples

May conduct training programs designed to educate both technical and nontechnical personnel. Applies standards and methodolgies to analyze, model, and manage business tasks within area of specialty
Consistently drives the clarification of complex problems; adapts or modifies established approaches
Identifies and selects appropriate tools, data, and analysis techniques to diagnose problems and develop solutions
Creates customer communication to proactively relay important IT related data to our platinum customers
Under general supervision, works on customer communication of moderate scope where analysis is required to review a variety of factors. Exercises judgment to determine appropriate content of that communication
Normally receives general instructions on routine work, detailed instructions on new projects. May need to consult with more senior specialists on some issues

183

Help Desk Analyst Resume Examples & Samples

Conduct bi-weekly calls with the client to track and close out current OBT initiatives, any major issues and discuss online adoption
For new market implementations, the EMEA Tech Dar will work with deployment and/or partner markets to ensure that the OBT and HR Feed is set up according to the client travel policy and that all their requirements for the OBT are met. This may include attending client calls, testing the site before launch and creating and conducting training for the client via Webex
Manage new HR Feed implementations as well as ensuring the smooth functioning of all current HR feeds to the online booking tools by gaining an understanding of the requirements, acting on issues and working closely with the GBT Data Solutions team to achieve this
Issue analysis, research and resolution in AeTM CONNECT in 12 EMEA markets
Maintenance of the AeTM sites including the maintenance of banned airlines, the client preferred hotel programme, their company locations and MI requirements
Work closely with Concur (the client has a direct relationship in the UK, US and Canada) and the GBT North American Tech DAR to manage updates and troubleshoot issues in the UK booking tool
Communicate and track completion of our Partner market actions for required updates to the OBT
Continued documentation of all configuration settings in the OBTs in EMEA, including documenting any changes that are made
Track all issues & maintenance requests in SFDC (via cases). Analysis and presentation of these to the client bi-annually
Look at CSAT results for the online booking tools, follow up on comments and escalate where necessary. Make improvement suggestions based on the results (to be presented to the client on a bi-annual basis)
Analyse online MI data in EMEA markets, finding the cause of the issues with the data and putting in place the necessary amendments or process changes in order to improve the accuracy of data
Provide client with proactive & strategic advice and communication on OBT tools and enhancements
Work with Global CGM and wider client team, as well as the Travel 4 Meetings team to support and/or manage global technology initiatives and any ad hoc projects
Experience in a client facing role
Ability to configure in AeTM
Knowledge of Concur
Experience with GBT mid and back office system and an understanding of how they integrate with the OBTs
Amadeus/Sabre GDS experience
Extensive Customer Service Skills
Proficient in Excel, Word, PowerPoint and Microsoft Outlook
Ability to manage multiple priorities and good time management skills
Ability to understand and effectively utilize technology via the web or GBT reporting tools
Ability to work independently and set expectations in order to effectively manage workflow
Consultation and Liaison skills

184

Das-help Desk Analyst / HDA Resume Examples & Samples

Example email response to a customer inquiry
Example of a status report that they have submitted to a supervisor in the past
Provide first- and second-contact solution-specific technical assistance and support for incoming queries related to the Ohio Business Gateway
Monitors and reacts to changes in recurring production processes
Follow and track-to-closure individual queries from users of the Ohio Business Gateway
Escalate recurring issues
Identify patterns of inconsistent or inefficient user experience
Create, or participate in the creation of knowledge articles
Ensure appropriate documentation, recording, and closure of any incidents
Guide users of the Ohio Business Gateway through problem solving processes
Update necessary data and produce appropriate activity reports
Ability to collaborate with supporting resources across business and/or functional lines
Have excellent organizational skills, proven analytical, planning, problem solving, and decision-making skills
Proven working experience in providing Help Desk support
Customer-first orientation
Working knowledge of Help Desk tracking software and standard office-suite tools
Experience with ServiceNow
Experience with ITIL
Help Desk experience with a Financial or Tax Services organization
Experience with a governmental organization

185

Functional Help Desk Analyst Resume Examples & Samples

Provides phone and remote support to VIPs and general users in the areas of financial systems support, system anomalies, email, UFMS, Momentum applications developed or deployed under this contractor or predecessors
Serves as the first point of contact for troubleshooting and resolving issues in UFMS (Unified Financial Management System) and AMS (Asset Management System to include Maximo and Momentum)
Manages open trouble tickets in HP Service Manager and escalates tickets as appropriate from incident through resolution, unless ticket must be escalated to out of scope
Review and complete required information for resolution, systematic procedure to search for and document solutions, testing and approval of patches
Ensure appropriate support procedures are followed at all sites, obtain feedback from government personnel/supervisors, subject matter experts and propose actions for improvement when appropriate
Instill a continuous improvement mindset to drive best-practice support processes
Ability to work within a high performance team comprised of functional and application support developers
Experience managing open trouble tickets at Tier 1/Tier 2 level
Typically requires a Bachelor's degree or equivalent and zero to two years of related work experience
Requires and in-depth understanding of the overall network topology and ability to provide remote troubleshooting and resolution
Requires US citizen and at least an active Top Secret clearance
Prior experience working with the FBI
Technical certifications are preferable
Experience entering and updating tickets within HP Service Manager is highly desirable
Experience using Maximo, UFMS, and AMS highly desired

186

Help Desk Analyst Resume Examples & Samples

Read technical manuals, dialogue with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
MCSA (Microsoft Certified Systems Administrator) - would be an asset
Knowledge and experience on call center management system

187

JET Help Desk Analyst Resume Examples & Samples

Maintaining/fixing Windows Server 2008 operating systems as installed on Dell server platforms
Network troubleshooting within US Air Force and Army secure environments
Configuring McAfee Anti-virus applications
Identifying hardware problems and replacing them at a component level
Using a Trouble Ticket management application
Configuring system and user security certificate management software
Documenting troubleshooting and installation procedures
Must be able to work in a closed work environment
Security+CE Certification or be able to obtain within 90 days of hire
Candidate must hold an active DoD Secret Clearance
Weather Forecasting and Data Processing terminology
Knowledge of Military organizations, ranks, and command structure
Software and System Configuration Management
Oracle Relational Database interaction to include SQL commands

188

Enterprise Help Desk Analyst Resume Examples & Samples

Documents user calls &problems, resolution, and new solutions for future reference using EHD tools and resources
First point of contact with issues relating to POS when partners call in
Walked store partners through trouble shooting POS system software and hardware via phone
Help End User with issues relating to their accounts, Unlock partner's accounts, Password Reset via Active Directory or Web Services
Escalate issues as appropriate to Level II
Assist and engage Sr. Management when identifying trends in calls related to hardware, software, or systems problems

189

IT Help Desk Analyst Resume Examples & Samples

Answer Help Desk calls and provide first-line support
Escalate unresolved calls to IT Operations and Application
Support teams
Assist internal customers by troubleshooting and resolving issues
Follow up with internal customers to ensure satisfactory completion of Help Desk calls
Provide phone support to remote access customers
Document and maintain records of Help Desk calls in the incident management database
Maintain and support a variety of equipment to include copiers and fax machines and place external support calls as necessary
Reset passwords for network, AS/4, and iNotes access
Develop thorough understanding of Academy policies, procedures and safety rules

190

Help Desk Analyst Resume Examples & Samples

Provides end-user support for specific software applications. May assist with some hardware issues
Monitors servers and users to ensure that the systems are operational. Informs Information Technology Services of any operational problems. Conducts system maintenance on network
High School diploma, GED, or equivalent work experience
Ability to comprehend and interpret instructions, short correspondence, and memos and ask clarifying questions to ensure understanding
Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor
Ability to effectively present information to an internal department and/or large groups of employees
Requires knowledge of financial terms and principles. Ability to calculate intermediate figures such as percentages, discounts, and/or allocations
Ability to understand and carry out general instructions in standard situations. Ability to solve problems in standard situations
Requires basic analytical skills. Detailed problem analysis. Intuitive problem-solving skills
Adaptability to a highly-changing environment. Decisions made with general understanding of procedures and company policies to achieve set results and deadlines
Errors in judgment may cause short-term impact to co-workers and supervisor

191

Help Desk Analyst Resume Examples & Samples

3+ years within help desk support
Experience handling inbound phone calls and troubleshooting over phone
Active directory and Exchange skills

192

Help Desk Analyst Resume Examples & Samples

Knowledge of and ability to analyze marketplace experiences, developments and trends related to the function of Information Technology (IT)
Knowledge of major tasks, deliverables, and formal application delivery methodologies; ability to utilize these in order to deliver new or enhanced applications
Knowledge of and ability to utilize a variety of technical tools and techniques to guarantee service availability and ensure IT system performance
Knowledge of technical troubleshooting approaches, tools and techniques, and the ability to anticipate, recognize, and resolve technical (hardware, software, application or operational) problems
Knowledge of and ability to design, develop and utilize formal IT Service Level Agreements with internal and external customers
Knowledge of customer support techniques, tools, technologies, and best practices; ability to utilize all aspects of customer support operations to manage a call center

193

Help Desk Analyst Resume Examples & Samples

Supporting BCUS employees
A + Certification
Net + Certification

194

Help Desk Analyst Resume Examples & Samples

Working knowledge and understanding of operating systems, applications and products utilized by the bank.-
Understands the data processing environment and the impact to business functions when systems and/or applications are unavailable
Strong knowledge and proficiency in PC software such as spreadsheets, word processing and graphics packages. Must work autonomously and be a self-starter
Interprets, evaluates and resolves telephone inquiries
Analyzes moderately complex inquiries and determines appropriate technical area to resolve the problem
Under general direction, follows established procedures and applies general technical standards and concepts. Work is reviewed for appropriate technical judgment, overall quality and efficiency
Resolves or coordinates a wide variety of problems of moderate scope and complexity
Competent to provide first level phone support and coordination
Escalates more complex problems to Senior Level

195

Help Desk Analyst Resume Examples & Samples

Required: A+ Certification
Preferred: 2-year Technical/Associate’s degree or comparable experience
Must have 1-2 years of desk/tech support experience
Windows Vista
MS Office 2007
MS Server products (2000,2003,2008)
Understanding of TCP/IP configuration and troubleshooting
Experience with maintaining backups
Experience with disk cloning/imaging software
Experience with Remote Desktop Services
Strong background in hardware
Excellent technical knowledge of network and PC hardware
Ability to remain detail-oriented and adapt to changing priorities
Proactive and enthusiastic attitude with focus on customer service
Local travel to Offices required

196

Help Desk Analyst Resume Examples & Samples

Experience with PC support in a Windows 7 environment working with internet connectivity, application support, and printer support
Basic knowledge of PC hardware, MS Office, basic printer troubleshooting skills, ghosting software, and knowledge of web browsers
Someone with great customer experience (Being in any type of customer support role dealing with customers/end users would be fine.)

197

Help Desk Analyst Resume Examples & Samples

Provide first level support via phone or by using remote support tolls for all call as needed. Attempt to resolve all incidents on first call if possible and document resolutions into the Incident Management software
Troubleshooot issues related to desktops, laptops, peripherals, software and business applications
Follow up on calla and incidents that are assigned to other support personnel in order to ensure timely and appropriate resolution
Notify the user Community when Production outages occur

198

Senior Help Desk Analyst Resume Examples & Samples

&emsp;Participate in the installation, configuration, maintenance and integration of network hardware, software, communication and connectivity systems/devices in accordance with established company procedures and security needs
&emsp;Maintain and troubleshoot corporate equipment connecting to the LAN and WAN; consisting of information systems that incorporate the latest Microsoft products, network equipment and peripheral equipment (printers, faxes, scanners, etc.)
&emsp;Maintain and troubleshoot remote location hardware
&emsp;Install, maintain and troubleshoot off the shelf or company specific applications, including general usage assistance
&emsp;Roll out new hardware to local and remote locations as needed – imaging and testing desktops and laptops, installing local and network printers, installing/replacing peripheral devices
&emsp;Provide staff and users with assistance solving computer and user device related problems, such as malfunctions and program errors
&emsp;Train staff and users on an as-needed basis to work with computer systems and programs. Assist end users with installation, usage and troubleshooting personal communication devices (cellular phones, Smart Phones, etc.)
&emsp;Develop, document and revise system design procedures, test procedures, and quality standards, including creation and maintenance of network maps and resource locations
&emsp;Document in hard copy and electronic form all system and PC parameters, configuration changes, application installation notes and application troubleshooting procedures
&emsp;Prioritizes multiple work requests appropriately to ensure on time completion of all assigned task
&emsp;Maintain knowledge base by studying increasingly complex systems through reading manuals, periodicals, and technical reports and attending specialized training
&emsp;Assist with escalated Level 2 Help Desk items, including but not limited to network, telephony, and server related issues
&emsp;Responsible for cross-training and mentoring of peers as identifies
&emsp;Provide new clinic location support as defined by supervisor
&emsp;Administration of systems and enterprise applications
&emsp;The ability to maintain friendly, cordial relations with all clients and employees
&emsp;The ability to maintain friendly, cordial relations with all clients and employees; maintain a positive work atmosphere by acting and communicating in a manner that results in a positive work relationship with customers, co-workers and managers
&emsp;Ability to comply with ATI standards of operations
&emsp;Ability to adhere to the Core Values of the Company
&emsp;Perform other duties as assigned by management
&emsp;At least 2 - 4 years of Computer Support experience
File Share permission management
Cloud based application administration
Approachability
Career ambition
Comfort around higher management
Compassion
Integrity and trust
Priority setting
Time management
Timely decision making
The ability to organize and manage multiple priorities
Excellent interpersonal and communication (both oral and written) skills
Strong team player; and

199

Tier Help Desk Analyst Resume Examples & Samples

2) 2yrs experience providing Helpdesk / Client services or customer support. This will be a Tier 3 support group. Strong customer service skills
3) Experience with Network LAN/WAN connectivity issues and cabling support
Ability to help collaborate and drive consensus across a diverse group of customers with conflicting priorities
Ability to apply knowledge of multidisciplinary business principles and practices to achieve successful outcomes in cross-functional projects and activities
Collaborates with cross functional teams within the client's Technology department and Retail Operations business units and departments on strategies and processes to deliver overall quality assurance
Ensures that second through fourth level technical problems are identified, tracked, resolved, and referred to the correct support groups as needed. Informs senior implementation specialist and management of issues requiring additional intervention or support
Plans and maintains schedules, procedures, training materials and tracking methods for new store and remodel store activities, and for software distribution activities
Provides technical support for new installation hardware and cabling issues and second level technical testing for POS hardware, software, store network circuit and telephony systems, including software activation
Ability to work effectively in self-directed manner

200

Associate Help Desk Analyst Resume Examples & Samples

Participate in a weekly On Call (24/7) rotation
Certifications such as MCP, MTA, HDI-HDA, ITIL Foundations, CompTIA A+
Experience in a corporate Help Desk, call center and/or customer service environment
Basic knowledge of ITIL concepts and processes
Positive: Maintain a positive attitude by focusing on solutions and promoting a collaborative and enjoyable environment
Respectful: Value teamwork, share successes, appreciates others and communicates in a way that promotes trust
Insightful: Make timely well-considered decisions, create innovative solutions and continuously learn
Direct: Communicate clearly and objectively; don’t be afraid of difficult conversations. Raise concerns through the proper channels
Earnest: Be honest, sincere and consistent. Work hard and pursue our goals together relentlessly

201

IT Help Desk Analyst Resume Examples & Samples

Meet physical and sensory requirements stated below, and be able to work in the described environment
Identify and participate in process improvement initiatives that improve the customer experience, enhance work flow, and/or improve the work environment
Provide client support and technical issue resolution via E-Mail, phone and other electronic medium
Respond to IT Technical Support Line and address issues in an expeditious manner; distribute information to appropriate parties for further investigation and resolution of issues, as required
Responsible for password resets on applicable company programs
Refer major hardware or software problems or defective products to Director of IT for service
Answer inquiries and consult with end users regarding computer software and hardware operation to resolve problems and make recommendations, as necessary
Investigate user problems and identifies their source; determine possible solutions; test and implement solutions
Install, configure and maintain personal computers, Windows networks, file servers, network cabling, and other related equipment, devices and systems; adds or upgrades and configures disk drives, printers and related equipment
Troubleshoot networks, systems and applications to identify and correct malfunctions and other operational difficulties, including remote assistance, as necessary
Provide computer orientation to new and existing company staff
Other special projects and duties, as assigned

202

Help Desk Analyst Resume Examples & Samples

Monitoring incoming issues that are resolved by the front line Help Desk staff
Diagnosing the root cause and resolving isolated issues
Escalating customer issues to development staff
Recommending product and process improvement strategies based on perceived trends or patterns in field issues
Working with multiple groups to work through complex issues that include replicating, isolating and identifying a root cause while providing workarounds and testing, fixes, and patches. May assist with the setup of staging or test environments
5 years required-
Working knowledge of Social Services and Medicaid programs and systems
Broad knowledge of the program application and functionality
English / Spanish Bilingual required

203

Help Desk Analyst Resume Examples & Samples

Troubleshoots and resolves end user problems with hardware, software, and network connections
Provides technical support to internal customers in the use of computer hardware and software
Responds to calls from end users having issues with software, hardware, and peripheral devices
Answers questions related to the general usage of the technology in question
Handles problem recognition, resolution and follow-up for routine user problems, elevating problems where needed to supervisor or other technical staff
Logs and tracks calls for assistance; documents and tracks problem resolutions
Installs and configures user computer hardware and software
Implements user security access for network and applications according to policy and procedures
Places and tracks orders for approved requests for computer hardware and software
Calls software and hardware vendors to request service regarding defective products
Maintains an accurate inventory of computer hardware and software
Participates in team activities to implement office systems technology
Minimum of two years of applicable experience in IT customer support role
Knowledge of and experience in deploying, maintaining and troubleshooting end user computing hardware and software
Strong customer service and interpersonal communication skills
Ability to analyze and effectively resolve problems in a timely manner
Must have thorough knowledge of Windows operating systems and Microsoft software, personal computer hardware, applications software
Must have general understanding of network operating systems
Have basic understanding of computer security principles
Have the ability to make decisions, meet deadlines and work under pressure with minimal supervision
Be able to handle multiple tasks at once, prioritize work load and meet deadlines while maintaining quality, quantity and accuracy of work produced
Must be able to work in a plant and office environment in supporting end users and equipment
May require travel to other sites
Participation in 24/7 on-call for escalations is required for this role
Able to learn new technologies quickly
Experience working with business users in understanding and resolving issues
Ability to effectively function both individually and in a team environment
Self-motivated with ability to accomplish tasks on time
Ability to maintain a positive, professional attitude at all times
Ability to maintain confidentiality of data and company sensitive issues

204

IT Help Desk Analyst Resume Examples & Samples

Troubleshoots user inquiries regarding computer software or hardware operation to resolve problems
Maintains records of daily communication transactions, problems, and actions taken and follows up on any unresolved issues
Assists users with password resets
Trains new users on applications and IT policies and procedures
Submits request to vendors regarding equipment repairs
Ensures that the necessary shipment of equipment is done according to company policy
Professional Certifications such as MCSE, MCSA, A+, HDI, or ITIL preferred, but not required
Prior experience with customer service or IT trouble shooting required
Experience with Active Directory, remote desktop tools, and ticketing systems

205

IT Help Desk Analyst Resume Examples & Samples

Provides technical support of business applications. Escalates to SME, and higher level support personnel
Assists in the identification, evaluation, tailoring and implementation of end user technology
Document, track and monitor progress on issues to ensure timely resolution on current tickets and to reduce/eliminate future incidents
Troubleshoot and resolve a variety of technical issues regarding networks, client/server systems, PC’s, desktop application software, and peripheral devices; escalate issues as needed
Provide detailed documentation of all implementations, changes, and solutions resulting from desktop and application support activities
Participate in 24/7 support and on-call rotation
Microsoft certification MCP (Windows or Win 7)
Ability to troubleshoot and solve hardware and software problems
Experience working in an SLA driven environment
Experience supporting users in MS Office Suite (Word, Excel, PowerPoint, Outlook)
At least 2 years of experience supporting Macintosh hardware
Demonstrated success working in a fast-paced and deadline driven environment
Able to communicate effectively (written and verbal) and to work collaboratively with all levels of the organization
MS certifications such as MCSE, MCSA, and MCITP
CompTia Network+
Good time management skills

206

Help Desk Analyst Resume Examples & Samples

Answer user inquiries regarding computer software or hardware operation to resolve problems, typically of a lower complexity
Skills: Verbal and written communication skills, problem solving skills, customer service and interpersonal skills
Basic ability to work independently and manage one?s time. Basic knowledge of circuit boards, processors, electronic equipment and computer hardware and software
Knowledge of computer software, such as configuration management software, desktop communications software, operating system software and internet directory services software
Education/Experience: Associate's degree in computer related field or equivalent training required. 0-2 years experience required

207

Help Desk Analyst Resume Examples & Samples

Read or listen to client problems and collect necessary information to identify and solve technical issues
Remotely or in person conduct set-up, administration, configuration, or troubleshooting of problems
Monitor and follow policies on backups, network, and storage capacity, and change management
Use ticket tracking to document problems and their solutions, and analyze that data to improve performance and training
PC upgrades / maintenance
Help Desk – Any and all computer and NON-computer related issues
Security administrator – configuring and maintaining for all aspects of computers / servers / network
Microsoft SQL database administrator – for Gemms, Paceart, all other databases
Microsoft Exchange Email Administrator –
Microsoft Active Directory Domain Administrator
Pacs Administrator
HL7 Interface Administrator
Cisco Wireless Network Administrator
VMWare / VSphere infrastructure Administrator
Cisco Network Administrator
IBM Storage Administrator
RightFax Server Administrator
Patient Portal Administrator
Citrix Administrator
Microsoft Remote Desktop Administrator
Nortel Phone system -
New Cisco Phone system – will be 100 percent computerized which will fall under I.T. responsibility 20. Cell Phone / iPad Administrator
TreadMills
Echo Machines – Vivid machines
CHI Time clocks
Nutanix Storage Admin
Project Management – Any and all projects (lab conversion, Paceart Upgrades, Phone System, Security, for example)

208

Help Desk Analyst Resume Examples & Samples

Service Desk Technical Support (70%)
Self-motivated, organized and team-oriented, able to work independently to meet deadlines
Customer service/interaction/engagement skills
Ability to learn and pick up new systems quickly
Logical technical troubleshooting skills
Basic networking principles understanding
MS Windows and/or Mac administration experience with working knowledge of hardware diagnostics
Retail/customer service experience
ITIL v3 - Principles Understanding

209

Help Desk Analyst Resume Examples & Samples

Associate’s degree or higher in an Information Technology related discipline (CompTIA A+ and Network+ beneficial)
1-3 years of experience through jobs and/or internships
Troubleshoot network, hardware and software problems. Experience supporting and configuring TCP/IP, Active Directory, and Windows Server 2008R2/2012R2, Windows 7, Windows 8, Windows 10 , and Linux experience preferred
Manage multiple tasks and projects, while anticipating the technical support needs of the employees
Create/Deploy images for both laptop and desktops for end users
Hardware inventory management, equipment orders
Install, modify and make minor repairs to hardware and software systems
Responsible for the installation, configuration and upgrade of computer hardware and software (workstations, multi-display setups, printers, mobile devices)

210

Help Desk Analyst Resume Examples & Samples

Resolve end-user incidents and process requests upon first contact via Phone, Email and Chat
Clearly document user issues and troubleshooting steps
Previous Help Desk/Call Center experience

211

Help Desk Analyst Resume Examples & Samples

Takes the necessary steps to recognize problems as communicated by the user
Researches, isolates, and resolves the problem within areas of expertise. Typically, can resolve problems of moderate complexity
Responds to assigned work orders within the time allotted, in the site's service level agreement
Works in a team environment with both users and other IT personnel
Provides a high level of interfacing with co-workers, and communicates effectively with users, IT personnel, and management
Performs other hardware and software tasks as assigned. Other duties as assigned

212

Help Desk Analyst Resume Examples & Samples

Provide first level technical support for inbound support requests
Answer the Help Desk phones in a courteous and friendly manner
Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction
Research, resolve, and respond to questions received via telephone calls, e-mail, walk-ups, and callbacks in a timely manner, in accordance with current procedures
Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers
Maintains records of daily communication transactions, problems, remedial actions taken, and installation activities
Works effectively and professionally with other team members, learns from and shares knowledge with others by documenting and contributing to knowledge base
Assists associates in IT Specialist 2 role on initiatives and support issues as assigned
Outstanding academics with the demonstrated ability to apply learned knowledge
Demonstrates basic familiarity with troubleshooting and research tools
Demonstrates basic familiarity with asset, service, monitoring, and documentation tools
Demonstrated strong and effective verbal, written, and interpersonal communication skills in a small team setting

213

Junior Help Desk Analyst Resume Examples & Samples

Provide telephone, email and in-person support to users as part of an NSPIRES Help Desk Team that assists all external and internal NSPIRES users with all aspects of the NSPIRES system from account registration through final proposal submission
Log inquiries accurately and completely document incident information in the Database Tacking System
Answer questions from NSPIRES users related to proposal and review creation and submission. Assist proposers and reviewers in navigating the electronic NSPIRES forms. Assist proposers and reviewers with solicitation, proposal submission, and electronic system navigation questions
Collect information on areas where proposers have difficulty and note issues for future NSPIRES enhancements and upgrades
Assist NSPIRES users on all new and updated features of an NSPIRES release and set up and test laptop computers and other IT and Audio/Visual equipment prior to panel start
Assist in the packing of equipment for return to the NRESS facility or IT rental company
Provide on-site IT support for NASA peer review panels at the NRESS facility or at remote sites
Be able to quickly resolve IT problems as they arise
Provide IT support for on-site and virtual participation at the meeting site

214

Help Desk Analyst Resume Examples & Samples

Provide first and second-level customer support *
Answer customer calls, process customer emails, and respond to customer-submitted service requests and incidents *
Create, maintain, and assign work orders and incidents in Remedy IT Service Mgt. (ITSM) system *
Troubleshoot customer-reported issues, record information in ITSM, and route to the appropriate maintenance agency *
Utilize knowledge base to research known resolutions *
Resolve customer issues, including but not limited to, password resets *
Facilitate communications as necessary, including making external calls, setting up conference calls, and providing information to relevant parties *
Monitor various networks for availability and respond to alarms following established procedures *
Provide emergency operations support, including making severe weather announcements *
This is a 3rd shift position *
Must be able to obtain and maintain a Public Trust Clearance
Due to the sensitive nature of the work we perform for the US Government, US Citizenship is required
Exposure related to IT help/service desk work
Candidate must be extremely detail oriented, a critical thinker, and highly organized to ensure accuracy in assigned duties
This position requires the ability to independently prioritize work and handle numerous tasks simultaneously in a fast-paced environment
Must be able to keep continuous work flow with little to no supervision
Candidate should have skills in the use of Microsoft Office applications
Knowledge of NASA and Marshall Space Flight Center highly desirable

215

Help Desk Analyst Resume Examples & Samples

Provide Help Desk support for NSC staff
Contribute to the effectiveness ofthe Information Technology Services team
Annually affirm InterVarsity’s Statement of Faith
Bachelor’s degree in Information Technology or related skill set preferred; may be current student
Excellent client training and one-on-one support skills; patient and helpful demeanor
Effective oral and written communication skills in English including documentation and curriculum writing
Demonstrated ability and commitment to work in a diverse team environment

216

Help Desk Analyst Resume Examples & Samples

1+ years of previous Help Desk support experience using Track-it or a similar ticketing system (i.e., Remedy)
In-depth knowledge and experience with troubleshooting and repair of workstations, printers, and other client hardware; Microsoft Windows 10 & Windows 7 operating system, Microsoft Office Suite
Ability to utilize and assist users with tools such as VPN and VWorkspace
Demonstrated ability to simultaneously and successfully handle multiple, disparate tasks
Exhibit a patient, friendly, and approachable demeanor with users at all times
Ability to operate effectively and cooperatively within the IT department
Ability to provide excellent customer service across all departments

217

Help Desk Analyst Resume Examples & Samples

The functions listed describe the business purpose of this job or position. Specific duties or tasks may vary and be documented separately. An associate might or might not be required to perform all functions listed. Additional duties may be assigned, and functions may be modified, according to business necessity
All assigned duties or tasks are deemed to be part of the essential functions, unless such duties or tasks are unrelated to the functions listed, in which case they are deemed to be other (non-essential) functions
Associates are held accountable for successful job performance. Job performance standards may be documented separately, and may include functions, objectives, duties or tasks not specifically listed herein
In performing functions, duties or tasks, associates are required to know and follow safe work practices, and to be aware of company policies and procedures related to job safety, including safety rules and regulations. Associates are required to notify superiors upon becoming aware of unsafe working conditions
All functions, duties or tasks are to be carried out in an honest, ethical and professional manner, and to be performed in conformance with applicable company policies and procedures. In the event of uncertainty or lack of knowledge of company policies and procedures, associates are required to request clarification or explanations from superiors or authorized company representatives
Receive requests for service via telephone, email or chat session
Apply diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Troubleshoot and resolve issues on the initial call when possible. Utilize the internal knowledge base, experience and team resources
Escalate tickets to appropriate support groups when needed
Document issue in Help Desk database
Follow up on open issues with escalation groups to provide feedback to customer
Perform a quality assurance check on resolved tickets to ensure customer satisfaction
Normal Help Desk hours are 8am until 5pm Monday through Friday ET or PT depending on operation center location. To ensure proper field support, analysts are rotated through weekend coverage approximately 5 times a year. When the analyst is on the weekend shift, they work 4, 10 hour days, Saturday through Tuesday with 3 days off for that week
Technical Skills: One must encompass a general understanding of computers, both hardware and software, and an understanding of Microsoft applications. Additionally, experience with email systems and basic understanding of Networks and Connectivity is required
Support of applications, proprietary or otherwise is desired
Help Desk experience required
H.S. diploma or GED required, with Help Desk experience, interacting with the customer base over the telephone
Good written skills, with the ability to record and transfer information that is received from the customer to the internal database, in a clear and concise manner
Excellent verbal skills, with the ability to interact with the customer over the telephone. Understanding the customers’ needs, while responding in a professional and courteous manner
Organizational skills and the ability to properly manage individual workload
Knowledge of standard office procedures and practices
Ability to interpret a variety of instructions furnished in written, oral, diagrammatic, or schedule form
Ability to carry out multiple assignments concurrently
Ability to adapt to changes in the external environment and organization
This position requires flexibility with shift work
Receiving automatically connected phone calls from a phone system
Ability to sit for long periods of time while working on a personal computer
Frequent lifting and/or moving up to 10 pounds and occasionally up to 25 pounds

218

Help Desk Analyst Resume Examples & Samples

Responds quickly and with exceptional level of service to all incoming customers
Carefully and adeptly analyzes each incident, request and problem
When possible, provides immediate resolution, else uses preliminary analysis and critical thinking to escalate item appropriately
Elicits information necessary to resolve customer incident, request or problem
Develops and maintains strong working relationships with other IS teams to facilitate collaboration on customer issues

219

Help Desk Analyst Resume Examples & Samples

1-3 year of Help desk support taking calls and documenting those calls in a Ticketing System. Experience helping end users that are having Windows 7 Operating System issues. Troubleshooting issues to the point of break-fix, identifying and resolving issues
1-3 years of Windows 7/MS Outlook support, as well as other MS products such as word, Office, Excel etc. Their level of proficiency can be determined in the technical assessment for windows Help desk
Customer Service - Has demonstrated world-class customer service and have examples of going above and beyond for their customers. Great written and verbal communication and ability to create great technical dialogue for tickets as well as speak to customers who are not technical

220

Help Desk Analyst Resume Examples & Samples

Identify major incidents and notify 2nd line support in a timely fashion
Basic Active Directory knowledge. Ability to check user accounts for required matching security
Navigate Active Directory to check user accounts for appropriate security access and perform password resets

221

Help Desk Analyst Resume Examples & Samples

High School Diploma (Bachelor’s Degree Preferred)
Minimum of 1 year mortgage loan origination, processing or underwriting experience required
Excellent organizational time management skills
Ability to manage various goals and achieve them by deadline
Comprehensive mortgage knowledge required
Understanding of the Life of the Loan
Knowledge of PHH products, underwriting guidelines, procedures, and systems preferred
Previous knowledge of either LoanSpan or Encompass required
Demonstrated experience in gathering and analyzing information in order to use problem solving skills to identify the root cause of issues
Microsoft Office knowledge (Excel, Word, PP)
Web-ex (preferred)

222

Help Desk Analyst Resume Examples & Samples

Analyzes and triage incoming calls using knowledge bases software designed to quickly identify technical problems and probable resolution
Action- oriented and self- motivated with the ability to improve the effectiveness, performance and efficiency of the Help Desk team
Client/server enterprise infrastructures
Excellent oral communications skills in a telephone-centric customer service setting. Excellent written skills and experience with documentation of issues and resolutions required
Networking architecture: TCP/IP, token-ring, ethernet, Internet
Sound knowledge of Helpdesk and Asset management software, and general Helpdesk/ Trouble Ticket and Project Management process
Technical training, experience and familiarity with several of the following
WANs, routers, gateways

223

Senior Help Desk Analyst Resume Examples & Samples

Provide multi-level end-user IT support for all offices
Troubleshoot, diagnose, and resolve all help-desk incidents and requests through to completion. Any that cannot be resolved should be passed to IT Management for diagnosis and resolution
Maintain and support all desktops, laptops, printers, servers, and peripheral equipment
Provide onboarding of new employees
Manage PC setup and deployment for new employees using standard hardware and software images to install, test, and configure new desktop & laptop workstations, peripheral equipment and software
Set up user accounts, permissions, passwords, printer access, and share-drive access through Active Directory, file-servers, & print-servers, including assigning users & computers to proper AD groups
Maintain inventory of all equipment, software, and software licensing
Assist in the support of the server environment including troubleshooting, monitoring, patching, installation, upgrades and disaster recovery (backups and restores)
Analyze and program new network system, and desktop software and applications as needed, document them, and provide any training needed by the end users
Maintain confidentiality with regard to the information being processed, stored or accessed by the end-users on the network
Acts as back-up in regard to the company’s legacy systems
Maintain and support data communications for remote sites
Perform daily tasks as needed, including
Provide primary-level support for all help-desk issues and requests
Support and administer third-party applications
Monitor supplies and order as needed
Maintain backups of internal servers and legacy systems
Perform all other duties as assigned by the Information Technology Manager
Strong organizational & analytical skills, and effective problem-solving skills
Must have good communications skills, both oral and written
Must have good interpersonal skills and the ability to work closely, and communicate well, with users at all levels of the company
Must have a desire to learn, and the ability to grasp new concepts and ideas quickly
Must be able to complete complex projects with minimal to no supervision
Must be able to take direction from others as needed
Must have a valid driver’s license and reliable transportation to and from work
Must be available for after-hours support as needed
Must be able to lift and move 50 lb. loads
Associate's Degree in Computer Science or equivalent experience
3-5+ years of experience in a Help Desk environment installing, upgrading, maintaining, and troubleshooting hardware, software, networking and other IT related solutions
2+ years of experience in Systems Administration experience including Windows Server 2008/2012, Exchange, Active Directory, Group Policy and Windows permissions
Must have 5+ years’ experience with Microsoft Windows XP/7/10 and Office applications
Must have experience with antivirus/spam filter software
Must be familiar with IT connectivity – Ethernet, TCP/IP, VPN, and Wi-Fi
Must be familiar with backup and recovery software and methodologies, preferably with NAS Drives and Acronis software

224

Help Desk Analyst Resume Examples & Samples

Preferred customer service experience (0-1 years)
Beginning organization skills
Beginning problem solving ability
Beginning understanding of computer concepts (PC fundamentals, Operating systems)

225

Help Desk Analyst Resume Examples & Samples

Conduct 1st level problem identification, categorization, triage, analysis, and troubleshooting of incidents and requests using documented procedures and available tools
Manages day to day service delivery and special projects as assigned
Record and communicate issue symptoms and status information in a timely and accurate manner
Develop and implement project portfolio management mechanisms to ensure projects are prioritized based on business needs, strategic value, impact on client resources, duration, risk, and cost
Provide customer updates throughout incident lifecycle
Maintain effective communication, both oral and written, with colleagues, superiors, and customers
Interact/collaborate with cross-functional teams
Adhere to Customer Support Center policies
Must be diplomatic, tactful and communicate effectively with technical and non-technical personnel
Contribute to department knowledgebase via creation of new or maintenance of existing documentation
2 years IT Help Desk support experience
Proven experience supporting Microsoft Active Directory
Proven experience supporting Microsoft Office Suite
Strong verbal and written interpersonal and communication skills Strong customer service skills

226

Help Desk Analyst Resume Examples & Samples

Analyze root causes and provide input into problem management processes
Handle minor troubleshooting incidents
Plan, organize and prioritize tasks to complete work as scheduled and to meet deadlines
2+ years of experience with IT Help Desk operations, customer relationship management, and/or emergency management
Familiarity with Windows 7 and Internet Explorer
Must be able to work shift work and have flexibility to support varying shifts
Must be a US Citizen with the ability to obtain a Secret Clearance
Experience with Emergency Management systems, Emergency Operations Centers, mass warning and E9-1-1 systems
Experience with "SalesForce.com" service desk tools and/or other Help Desk applications/CRM. Training, certification or coursework relating to personal computers and networking components
Capable of providing testing support of custom made groups, system updates, and patches on MWN systems

227

Help Desk Analyst Resume Examples & Samples

Collaborative and friendly team environment
Opportunities to develop and grow within the company
Health and Wellness programs including discounted corporate fitness membership and nutritional seminars
Modern, conveniently-located facilities
Community involvement including OneWalk to Conquer Cancer, Bay Street Hoops and more

228

Associate Help Desk Analyst Resume Examples & Samples

Looking for someone to work Saturday and Sunday 9-5 ET, the other three days during the week can be negotiated **
Works under direct supervision following work procedures and guidelines
Focuses on learning functional aspects of position including policies and procedures
May recommend systems modifications to reduce user problems
Refers more complex problems to intermediate and/or senior level
No responsibility for the supervision of others
Aptitude for providing excellent customer service
General knowledge of network, desktop, telephony and VOIP (voice over internet protocol technologies
Typically has a minimum of 1 year directly related experience within a customer service or service desk/technical support environment
Two year technical degree or equivalent combination of education and experience

229

Help Desk Analyst Resume Examples & Samples

Knowledge of basic computer hardware, including desktop PCs, laptops, printers, Blackberries
Experience with configuring/troubleshooting PC and laptop wireless network access cards
Experience with desktop operating systems, especially Windows 2000, Windows XP and Windows Vista
Extensive application support experience with MS Office 2007, MS Outlook and Lotus Notes
Ability to quickly learn new applications, unique to the construction industry

230

Help Desk Analyst Resume Examples & Samples

Desktop OS like Windows 7/10, Mac and Linux
Active Directory User and Group administration
Google Enterprise
Web applications and Browser troubleshooting
Ticketing
Ability to perform problem resolution with IT systems
Familiarity with remote support tools
Ability to work and learn in a fast paced environment with competing priorities
Demonstrated professionalism with a passion for customer service and an ability to empathize with concerned customers

231

Help Desk Analyst Resume Examples & Samples

Knowledge of a wide range of hardware equipment and software applications. Comprehensive understanding of Information Systems and the functional duties of various support groups
Demonstrated expertise in Information Technology support commensurate with requisite Education/Training
Demonstrated ability to work independently and to consistently exercise sound judgement and initiative in a wide range of circumstances
Ability to effectively operate and troubleshoot a wide range of computer operating systems, applications and system management software tools
Must be able to communicate in verbal and written communications. Typical mediums of communications include face-to-face dialogue, telephone, memos, and electronic mail
Ability to interpret equipment status indicators to determine appropriate operating conditions. Indicators may include visual and/or auditory techniques or queues
Ability to type with accuracy, while simultaneously conversing with customers over the telephone
Ability to exhibit a customer-oriented and professional demeanor at all times
Provides Tier 1 customer support by directly responding to customer requests for service
Assigns calls to the appropriate support groups or individual
Monitors processes and the status of various systems. Ensures that Help Desk system databases contain accurate information. Develops and maintains process resolution documentation, flow sheets, and procedural references

232

Help Desk Analyst Resume Examples & Samples

Provide first and second level support for a diverse customer base of students, staff, and faculty while following documented support procedures
Maintain a high level of expertise required to troubleshoot and resolve support issues with an average first level resolution of 70% or greater
Log all support issues with a high degree of accuracy and detail
Appropriately assign all first level unresolvable issues to the appropriate individuals or teams

233

Help Desk Analyst Resume Examples & Samples

Analyzes, troubleshoots and resolves problems with a goal of 85% First Call Resolution, escalates appropriately when necessary
Logs all help desk calls or email requests into the IT Service Management System and updates incident and/or problem information
Meets the business need by providing a workaround, sets and meets expectations
Follows up, ensuring the issue is resolved or the request is satisfied
Contributes to the IT Service Management knowledge-base
Provides excellent customer service
Practices total contact ownership from acknowledgement to closure
Contributes to the good of the IT Department and the entire firm
Participates in new application testing and special projects
A mobile device and laptop will be provided by the firm, home internet access is required and the cost will be supplemented by the firm
This position is part of the Technology Operations Support Group, providing remote, first-responder assistance to end-users, and may require after-hours, weekends, and holidays for emergencies and scheduled projects/tasks

234

Help Desk Analyst Resume Examples & Samples

Proficient in Microsoft Office versions 2007 and 2010
Experience in administration with Windows XP & 7
Strong problem solving skills
Ability to communicate clearly

235

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

1 Year I.T experience
1Year Troubleshooting experience
1 Year experience documenting procedures

236

Help Desk Analyst Resume Examples & Samples

Triage support requests in an efficient and timely manner - resolving those within the purview of Tier 1, escalating other tickets to appropriate next level support staff
Create and maintain documentation for 1st level support solutions and processes
Create and maintain instructional documentation for end users
Assist with hardware deployments and support when called upon

237

Help Desk Analyst Resume Examples & Samples

Serve as the initial point of contact for users' software and hardware issues and will also work with the other members of the IT department for quick and courteous resolutions
Provide primary Help Desk and troubleshooting support via the Help Desk Hotline
Work in concert with other members of the Information Technology Department to troubleshoot more complex user technical problems
Answer Help Desk calls at all times during the scheduled workday, on after-hours rotation, and at other times as requested or assigned including weekends
Take primary responsibility for Track-it (ticket creation/tracking) database; log incidents into Track-it System in a timely manner
Assist the other members of the Information Technology Department in planning and carrying out technical projects, including planning, implementing, assisting in the installation and setup of software products and hardware and other duties as assigned

238

Help Desk Analyst Resume Examples & Samples

Windows 7/10
Troubleshooting via remote support
Microsoft suite

239

Help Desk Analyst Resume Examples & Samples

Responding to telephone calls, email, and call center tracking requests for technical support
Documenting, tracking, and monitoring problems to ensure a timely resolution
Monitoring the Group mailbox for the help desk to create cases from submitted issues
Monitoring the ticketing system for self-service requests and following up with the requestor for additional information/troubleshooting
Providing Desktop Support for local and remote ShopperTrak employees
Managing user account in multiple systems, such as email and directory services
Participating in Research and Development activity as needed to progress ShopperTrak’s new or improved products, processes, or formulas
Other, as assigned

240

Help Desk Analyst Resume Examples & Samples

Perform workstation setup, moves, ads, changes
Facilitate the repair of systems under factory warranty or service agreement
Maintain local network/connection floor plans. Maintains a local library of support policies, procedures, and guidelines

241

IT Help Desk Analyst Resume Examples & Samples

Experience and education requires at least 2 years with an Associate Degree, 4 years with a GED/High School diploma
At least 2 YEARS of directly related experience supporting HELP DESK operations, preferably supporting a large-scale government customer
Experience providing technical and functional support for account administration, and office automation software through telephone and email, as appropriate
Experience in basic troubleshooting, root cause analysis
Experience with PeopleSoft Human Resources Help Desk (HR HD) and Customer Relationship Management (CRM)
Experience supporting DoD Army Human Resource Community customers
Understanding of common human resource issues
Strong follow-up and organizational skills

242

Help Desk Analyst Resume Examples & Samples

Answers Helpdesk support services telephone calls, documents all customer inquiries and resolutions received via phone calls, email or other alternative streams of input in order to identify, diagnose, and initiate research necessary to resolve customer issues in a timely manner
Creates a positive client support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling clients with a consummately professional attitude
Modify configurations, utilities, software settings, etc. for workstations
Assist with onboarding new users
Maintain a detailed inventory of all equipment, software and software licenses
Perform hardware and software updates as required
Works with the Systems and Network Engineering staff to develop and implement proper security policies and procedures
Works with the Systems and Network Engineering staff to implement and maintain systems and solutions
Contributes to self-help knowledge base entries and documents typical requests, resolutions and work-around procedures
Experience in Healthcare IT environments is helpful
Associates degree or equivalent experience in computer science or information technology
3+ years’ experience in Helpdesk or Desktop support roles
Proficiency with HelpDesk software and systems (e.g. Remedy, ServiceNow, SysAid, etc.)
Proficiency with MS-Office software, Google Apps, Project and Visio
Understanding of radiology applications and workflow
Technical knowledge of hardware, software and network systems
Outstanding customer service orientation and skills
Ability to prioritize and manage multiple activities in a critical environment
Strong team player skills and orientation
Clear and professional communication capabilities

243

Help Desk Analyst Resume Examples & Samples

3) 1-3 years supporting mobile devices (iPhone, Android, BlackBerry, etc...)
Escalate issues to second level support when the solution is unknown or cannot be found within 20 minutes
Supports all hardware and software for designated platforms
Works with Team to achieve performance goals and increase productivity

244

IT Help Desk Analyst Resume Examples & Samples

Respond to customer support calls logged in ServiceNow (call logging application) in a friendly and efficient manner
Log all calls in a detailed manner with accurate support call information to provide customers and IT with timely updates on potential new support issues
Analyze incoming calls and be proactive to discover and determine permanent resolutions to support issues and communicate these findings to others in the department
Maintain/update accurate solution documentation in ServiceNow Knowledge base
Document inventory assets such as new hardware installs and replacements using Kwik Trip’s ServiceNow Asset Tracking System Develop and maintain storage system documentation
1-3 years’ experience in the following
Helpdesk, computers and software troubleshooting, network experience, hardware setup and repair, software installation
Knowledge of PC operating systems (Windows 7, Windows 8, Windows 10, general networking (LAN WAN TCP/IP), Microsoft Office 2013 or better (Word, Excel, Outlook, Access, OneNote, Project, PowerPoint)
Demonstrated ability to communicate effectively with end users
Strong analytical skills that enable this person to collect information and interpret data in order to troubleshoot and solve problems
Ability to multitask and perform work in an organized, timely manner; ability to work independently with minimal supervision

245

Junior Help Desk Analyst Resume Examples & Samples

Support end user requirements and questions concerning E9-1-1 systems and AtHoc enterprise IWS Operation, Administration, alerting, and self-registration
Support Help Desk Manager to ensure Tier 1 staff are sufficiently informed and trained to provide first response support of fielded systems
Monitor tickets and processing tasks
Assist with installations, assist with deploying s/w patches/fixes, and assist with testing to confirm proper functionality
Exercise discretion and independent judgment while providing support to business users
Investigate, solve problems and provide support to customers, vendors and employees
HS Diploma and less than 1 year of knowledge and experience with basic customer relationship management, and/or emergency management
Must be willing to obtain Secret Clearance
HS Diploma/Pursuing college degree
Prior customer service experience
Training, certification or coursework relating to personal computers and networking components

246

Help Desk Analyst Resume Examples & Samples

Gain knowledge and usability of EAB products and services, while providing daily Tier 1 support to our member community
Triage Tier 2 support to EAB PT teams, gaining direct exposure to Business Analyst and Consultant teams, roles, and responsibilities
Develop presentation and report deliverables for both internal and external customers
Responsible for member communication and expectation setting through daily interactions involving data issues and change requests
Troubleshoot technical and non-technical issues in order to perform root cause analysis, including the ability to identify and implement corrective and preventive measures
Track status of specific support tasks and projects using Salesforce platform
Execute ad hoc special projects for Performance Technologies delivery teams, supporting the department’s strategic priorities
Participate in user acceptance testing related to resolved defects and new functionality
Recommend initiatives geared toward support process improvement
Perform administrative functions related to support delivery, including: tracking support requests, completing paperwork, scheduling appointments and generating documentation
1+ years of professional experience
Able to work independently and autonomously
Proven customer service skills with a focus on attention to detail
Experience working with Excel and aptitude to learn advanced Excel functionality
1+ years of experience in an application support setting
1+ years of experience in project management and client management
Understand and write SQL statements to update and insert data and write ad-hoc queries (experience with SQL)
Experience with Salesforce or other CRM tools
Solution-focused problem solving

247

Help Desk Analyst Resume Examples & Samples

Perform duties relating to the development, maintenance and support of the organization’s information technology
Provide support to end users on a variety of IT issues
Identify, research and resolve technical problems
Respond to telephone calls, email and personnel requests for technical support
Document, track and monitor problems to ensure a timely resolution

248

Help Desk Analyst Resume Examples & Samples

3-5 years experience with supporting Airwatch or other MDM. Mobility support. Blackberry, iOS, Android
3-5 years experience with trouble shooting various OS and hardware related issues. Windows, Outlook, Active Directory, Lenovo laptops
3-5 years experience with providing a high level of customer service. (White-glove/executive support is preferred)
Ensure seamless on-boarding, deployment and support of desktop/laptop devices, mobile devices, software & peripherals
Establish a trusted, advisory relationship with internal business customers
Act as the voice of the business customer, to monitor requirements and give recommendations to management
Ability to travel for deployment & user education (minor)
Flexible work hours/shifts possible
Non-core hours & on-call support possible
Provide phone and web support for a variety of clients
Turnkey deployment of desktop/laptop devices, mobile devices, software & peripherals to internal customers
Troubleshoot application and OS issues, provide Pre and Post-deployment support for office & 3rd party users
Maintain inventory and asset data for desktop/laptop devices
Escalate problems to management
CANDIDATES THAT QUALIFY WILL BE CONTACT DIRECTLY**

249

Help Desk Analyst Resume Examples & Samples

General vendor technologies
Customer service principles
Personal computers and common computer software applications
General functional characteristics and capabilities of operating systems for Windows
Basic wireless networking functionality and capability
Basic desktop and laptop support and troubleshooting
Establishing and maintaining interpersonal relationships
Time management and organization
Prioritization
Taking a customer-centric approach to troubleshooting
Synthesize feedback and adjust accordingly
Take initiative to research or seek customer feedback to improve service
Meet strict deadlines
Continuously participate in process improvement practices
Associate’s degree AND
Three to five (3-5) years experience at a help desk in tier 1 or tier 2 support

250

Help Desk Analyst Resume Examples & Samples

Provide first-tier computer and software support to users on-site and via telephone, identify root cause and permanent fix of persistent customer issues
Provide timely response and follow-up to all support calls from remote users
Document issue resolution and monitor new tickets in ServiceNow. Update knowledge base and other documentation in SharePoint
Perform PC setup and maintenance, including software, printers and other peripherals installation either for new hires or for hardware refresh
Maintain and troubleshoot audio-visual equipment
Open trouble tickets with 3rd party support vendors as appropriate
Perform LAN and remote access/VPN troubleshooting to isolate and resolve problems
Perform maintenance and administration of PC based applications including email, MS Office, Office 365, Skype for Business, anti-virus software, and other department-specific applications
Catalog and maintain the inventory PC hardware and warranty expiration
Document and update all IT support processes on a continual basis
A minimum of 5 years’ experience in an IT service or support department
Strong understanding of PCs and peripherals in a networked environment
Experience with MS Office, Office 365, MS Windows 10, Windows Server OS, Active Directory, VMware virtual infrastructure
LAN support experience, including understanding of Ethernet, TCP/IP, DHCP, and DNS
Bachelor of Science Degree in Computer Science or Information Systems required
Certifications: A+, Network+, Certified Help Desk Professional, MCSA or Microsoft Certified Professional
Works with minimal supervision, proactively follows up on outstanding issues/tickets
Must be able to recognize and act when escalations are needed, as well as possess the ability to self-start and work independently
Handles multiple projects with changing priorities and is able to handle frequent interruptions positively
Ability to work in a fast paced and deadline oriented environment
Excellent interpersonal skills including verbal and written communication, superb listening and follow-up abilities
Customer oriented person, positive and friendly attitude, patient, polite, problem-solver by nature, highly conscientious and persuasive

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