Helpdesk Analyst Resume Samples

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A Weber

Aliza

Weber

197 Effertz Mission

Boston

+1 (555) 679 3111

197 Effertz Mission

Boston

Phone

p +1 (555) 679 3111

Experience Experience

Detroit, MI

Helpdesk Analyst

Detroit, MI

Mertz Inc

Detroit, MI

Helpdesk Analyst

Recommends process improvements for problem prevention and documents work flow in ticket management system
Provide feedback to the team and IT management when opportunities present themselves to better workflow and processes
Collaborate with business units to understand their respective workflows, and provide technical solutions to improve processes, where warranted
Provide constructive feedback to improve processes and to improve operation of the Helpdesk
Desksite (a DMS, Document Management System, used to save / search / retrieve / share documents across the network)
Ensure all customer requests/queries are recorded accurately and assigned to the relevant workgroup within the Service Management Tool
Work with internal customers through a ticketing queue, and provide a high level of desktop and Windows account administration and support

Chicago, IL

IT Helpdesk Analyst

Chicago, IL

Ritchie, Prosacco and Hayes

Chicago, IL

IT Helpdesk Analyst

Monitoring and finetuning of backup operations
Monitoring and removal of virus, malware and other non-authorized software
Serving as the first point of contact and offering client support through phone and email
Providing accurate information on IT services and support
Networking (VPN’s, broadband, routers, switches, modems, firewalls, etc.)
Escalating tickets to the relevant technical support
Operating System Support (Red hat Linux)

present

Chicago, IL

Senior Helpdesk Analyst

Chicago, IL

Weissnat, Wunsch and Veum

present

Chicago, IL

Senior Helpdesk Analyst

present

Liaise with Helpdesk Leads and Managers on detection of potential trends or Major Incidents, process improvements, issues or difficult situations
Responsible for reporting and monitoring of the IPT and Service management tool workload
Act as the point of escalation within the Helpdesk for high priority calls and assistance
Communicating with other LOBs and vendors including Networks, Xerox, IBM, Telcos etc
A fantastic team environment and real opportunities for growth and development
Perform the same duties as the Helpdesk Analyst
Recommending and assisting to implement changes to existing business processes

Education Education

Bachelor’s Degree in Customer Service

University of Massachusetts Amherst

Bachelor’s Degree in Customer Service

Skills Skills

Knowledge of Travelport products and platforms desirable, or the capability to rapidly develop this skill
Sound knowledge of personal computers and their operating systems or the capability to acquire this knowledge rapidly
Quick learner able to become productive quickly
Strong work experience in a similar technical role, or technical support role highly desirable
Knowledge of VPN basics
Strong verbal communication skills, able to tailor communication so that it is clear and easy to understand
Strong attention to detail and accuracy in all work
Good interpersonal skills and a team player, able to work as part of multi-disciplinary teams
PC literate - including a basic knowledge of hardware and MS Windows / Microsoft Office
Ability to develop specific customer knowledge over time

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15 Helpdesk Analyst resume templates

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Ipb-internet Helpdesk Analyst Resume Examples & Samples

Bachelor’s degree or equivalent in computer science/financial engineering or related discipline
Relevant experience in complete life cycle of internet banking and mobile banking projects
Knowledge in tools such as Blueprint, HP Quality center, MS Project or equivalent tools
Experience in handling banking products such as Mutual Funds, Fixed Income Securities, Premium Account & Insurance required

PC Helpdesk Analyst Resume Examples & Samples

Receive and log calls for assistance from Katz Media employees, Affiliates, and station clients via the Helpdesk line or mailbox
Record all requests received in our Helpdesk ticketing system
When possible, resolve requests immediately
Track the progress of requests through to successful completion
Communicate to customers’ information regarding system outages as well as updates on their requests
Communicate any escalation of issues and or problems to proper management
Create documentation when needed
Work on projects within the Helpdesk and within other CIS divisions
2 years previous Helpdesk experience required
Must possess a working knowledge of Microsoft Office 2003, 2007, 2010 (Word, Excel, PowerPoint, Outlook)
Knowledge of Windows (XP and 7) and Macintosh desktops and laptops
Knowledge of printers and copiers
Some knowledge of Active Directory
Must be detail oriented with strong organization skills
Excellent verbal and written communication skills a must to both the Katz user community and Katz management
Ability to multi-task and prioritize workload
Flexible, Patient, Approachable
Team Player, self-motivated, creative, goal-oriented
Demonstrate a commitment to a high level of customer service
Work well with other members of the team, respect ideas and contributions from others, maintain self-control in difficult situations, and work well with people at all levels
A+ or N+ Certification a plus
Flexible to work different shifts

Gida Helpdesk Analyst Resume Examples & Samples

Create, modify, and delete user profiles in various systems based on properly authorized request systems/forms, or QA’s instruction
Reset passwords, create, and modify user profiles based on the received requests
Conduct inquiries from all employees on phone, mail, memo and form
Performing inactivity checks and other housekeeping tasks in various systems
Keep contact with external security administration/developer teams
Ensure all access control activity and administration is strictly applied as per corporate policy instructions
Keep procedures up to date
Excellent customer service orientation, interpersonal skills and ability to set priorities and work under pressure
Has to be able to pay attention to details
Has to be able to endure monotonous work and be flexible
Ability to work both individually and in team in order to accomplish the team’s requirements
Being able to quickly learn to use numerous different system surfaces in basic level
Good verbal and written communication skills in English
Spanish language knowledge is an advantage
Hungarian language knowledge is an advantage
1 year Service Center experience is preferable
Enhanced knowledge of Microsoft Office products, i.e. Word, Excel, Outlook
General knowledge of Microsoft Windows XP/Vista desktop operating systems
General knowledge of database servers, i.e. Microsoft SQL, Oracle, etc. is preferable
Minimum high school degree. College or university degree is preferable

Helpdesk Analyst Resume Examples & Samples

Minimum of 1 year experience in Helpdesk for both phone and visiting user’s desks
Ability to troubleshoot and resolve break/fix and configurations problems in Microsoft networking environment
Experience in using a Trouble Ticket system
Excellent interpersonal and customer service skills $
Current industry certification

Helpdesk Analyst Resume Examples & Samples

End-user technical support in person, over the phone and using remote assistance tools
Resolve technical problems and document resolutions
Manage ticket queues and prioritize work appropriately
Documentation of processes, procedures and support tickets written in a clear, grammatically correct manner
Support of user accounts, computer objects, security groups and distribution lists within active directory
Quick and efficient escalation of high priority requests
Mobile device support to include Apple, Android and Tablet specific operating systems
Implement technical solutions and streamline processes
Manage and execute special projects
Office Suite support up to O365
AD Administration
Mobile Device Support in an Exchange Environment
Help Desk Environment
Imaging and machine deployment
Virus removal
Group Policy
Casper Suite (JAMF software)
Scripting
McAfee ePo Console

Helpdesk Analyst Resume Examples & Samples

To provide telephone and email help desk support and handling first Line calls, e.g. issues with User Accounts, password reset and other calls requiring a quick resolution.It will be necessary to gather all pertinent information and record this in an accurate fashion
Quickly identify calls that need to be routed to 2nd Line support and assign these as necessary
Ensure that all work is carried out and recorded in accordance with the Help Desk standards and procedures.This will include ensuring the calls are logged and tracked accurately in CRS, the Help Desk tracking system.This will require attention to detail and a methodical approach
Identify calls that need to be escalated to the Help Desk Team Leader or Manager and ensure that this escalation takes place in a timely manner
To identify customer training requirements
Participate in department reviews, looking for process improvement, spotting trends and help to identify communication needs both internally and externally
Keep up to date with our Planet Application functionality and deployment methods
Good knowledge of microsoft products
Interest in windows server/ citrix/ database management/ report writing
Graduate with computer degree

Wholesale BIO Helpdesk Analyst Resume Examples & Samples

Providing active phone and email support to Wholesale teammates as a Business "How to" helpdesk function. Listen to their issues and problems, actively problem solve, provide root cause, and resolution by agreed upon service levels
Work to achieve team and individual goals in client satisfaction, call abandonment rates, and other goals as determined by the Business Advisory team
Develop subject matter expertise in the areas of the business supported (their processes and goals) and the technology that supports those processes

IT Helpdesk Analyst Resume Examples & Samples

Provide technical support for software applications and databases services
Respond to case escalated from the Help Desk and escalate calls to third level support as required
Good technical knowledge and understanding of IT services and their usage in support of client business goals
Good understanding of Desktop technologies and applications (Windows7, Lotus Notes, Microsoft Office 2010, Microsoft Outlook/ Lync, Blackberries and so forth)
Maintain all IT related equipment. Act as a distribution channel for new or upgrade to current desktop, laptop and peripherals, standard local applications as per technology standard, support maintenance activities for infrastructure equipment and support of these technology deployment and distribution services
To provide hardware and software troubleshooting, configuration / change management, assessment / health check for preventive maintenance
To provide IT awareness and training to end user to increase productivity through the use of IT. The position holder will perform other responsibilities and tasks as required to achieve the agreed performance outcomes
Diploma/ Degree in IT
PC and organizational skills
Able to work in a team and have good communication skills
Ability to work within a “deadline” driven environment is must
Knowledge of computing environments and relevant services

IT Helpdesk Analyst Resume Examples & Samples

 Assists with the deployment of hardware and software to end users (including the installation, configuration and testing of more complex firm hardware)
 Assists with provisioning and deprovisioning processing, including setting up of hardware/software for new hires, and receiving hardware from separating employees
 Assists with (or coordinates) the repair of end user hardware and the reinstallation of software as necessary to resolve end user incidents
 Resolves incidents associated with firm-standard end user software and hardware, including mobile/hand-held technologies Identify sources and trends of technical problems to prevent future occurrences
 Under minimal supervision, provides after-hours service for escalated issues from the Service Desk or supervisor
 Performs asset management activities (procurement, receipt, inventory, tracking, distribution, etc) in accordance with firm policy and IT Service process
 Assists with off-site support for firm sponsored functions/meetings
 Performs asset management responsibilities as assigned by supervisor
 Assists with IT tasks related to office moves, buildouts and relocations
 Operates as “remote hands” for other IT functions, such as Telecommunications and Hosting
 Maintains a thorough understanding of IT Services’ organization and service offerings in order to identify how best to address end user technology needs and incidents
 Understands the Firm’s business and organization sufficiently to anticipate and resolve end user technology issues that affect productivity of Firm personnel
Approximately 1 to 4 years of experience in end user technology support
Strong analytical skills are required to address end-user incidents escalated from the service desk or offered by end user on walk-up issues
Decision making responsibilities are limited to addressing a single end-user issue; need to be able to prioritize incidents being worked on and communicate those priorities to end users as necessary
This role receives direct oversight from a supervisor, with regular (at least daily, but more frequently for new hires) contact to monitor and assign activities
Excellent communication, interpersonal, organizational, and time management skills
Excellent customer service attitude
Ability to work effectively with all levels of end users and IT personnel

CIB Tech-investor Services Helpdesk Analyst Resume Examples & Samples

Provide Technical Service Desk support for all Fund and Custody Services clients
Ensure KPI & service levels are met in a timely and accurate manner to deliver best in class services and fulfillments to clients
Classify the issues quickly and ascertain next steps
Notify team of consistent issues with clients or products, which may require corrective action
Understand current and future topology and desktop changes that the Technology and Operations group employ ensuring that the internal production systems continue to optimally run and perform
Whenever possible or applicable attend internal/external-training courses to ensure you are familiar with the latest technologies applicable to the role
Promote contusive environment for open communication among team members
Basic working knowledge of PC, LAN and Internet
Basic knowledge of banking and securities markets both global and domestic would be beneficial
Advanced knowledge of Windows Environment
Previous Technical Support roles
Formal Qualifications

Investor Services Helpdesk Analyst Resume Examples & Samples

Ensure Helpdesk Start and Close tasks are completed
Monitor incoming queues (mailboxes, in-house communication tools), distribute any requests or outage notifications accordingly
Log all calls into the in-house Helpdesk call tracking system and run monthly reports for statistical purposes
Participate and initiate Projects as assigned
Collate figures of call reports and timing
Attend department meetings and conference calls
Participate in periodic Business Continuity exercises
Able to identify issues and specialised service request that require escalation
Basic working Knowledge of Microsoft Office Applications e.g. Word, Excel, and PowerPoint
Ability to follow procedures and work in a team to provide coverage to clients and regional technology support
Microsoft Certified Professional an advantage
Japanese OR Mandarin language skills is a MUST

Helpdesk Analyst Resume Examples & Samples

Strong Guest service ethic
Ability to work as a key member of a close-knit, small team
9am - 5.30pm
10am - 7pm

Rohq-esc-helpdesk Analyst Resume Examples & Samples

Experience working in cross-cultural global teams
Proficient in the use of office applications (MS Office, MS Word, MS Excel, MS Powerpoint)
Must be proficient in Procure to Pay (P2P), Concur 7.1, Citidirect and other applications used by the production unit
Knowledge in foreign languages is an advantage (eg Mandarin, German, etc.)
Effective analytical and mentoring skills
Good problem-solving skills
Able to grasp complex issues and provide solutions
Good interpersonal skills and stakeholder management skills
Ability to discern a situation and escalate as needed

Rohq-esc-helpdesk Analyst Resume Examples & Samples

Must be proficient in Procure to Pay (P2P), Concur 7.1, Citidirect and other applications used by the Production Unit
Certified Public Accountant (preferred but not required)
Excellent English written & verbal communication skills
Knowledge in foreign languages is an advantage (e.g. Mandarin, German, etc.)
Good problem-solving skills; is able to grasp complex issues and provide solutions

CC Level Helpdesk Analyst Permanent Birmingham Resume Examples & Samples

Provide first level functional support to all EY client facing and support staff involved in the Contact to Cash process
Under minimal supervision, respond to customers’ functional queries concerning systems, process and approval related queries, aiming to resolve at least 90% at first contact
Active management of the existing support calls in the call logging system in order to provide a first class support service to the user-base, including case ownership, monitoring and updating
Maintain up-to-date knowledge of Contact to Code and Code to Cash resolutions in our databases
Log, troubleshoot and track problems to a successful conclusion ensuring a high level of service and professionalism
Escalate complex issues by following the escalation processes in place
Experience working with customers remotely, dealing empathetically with their problems under pressure
Ability to quickly gain knowledge and understanding of internal systems and processes
Good working knowledge of MS office 2010 and Windows 7
Experience working with Lotus Notes and MS Outlook
Experience using ServiceNow or any other call logging system ideal but not essential
A knowledge of CRM, sales and pipeline, Quality and Risk Management and Finance processes and applications desirable

MIS Helpdesk Analyst Resume Examples & Samples

The Retail Helpdesk Analyst is responsible for support and maintenance of retail store systems for all retail stores
Support registers, computers, network, and DSL at store level
Program/build registers for new remote store openings
Take support calls from retail stores during business hours
Basic user support and troubleshooting for the retail back office and home office retail systems
Complete any special projects or tasks related to the retail stores or retail systems

Helpdesk Analyst Resume Examples & Samples

2+ years of previous experience
Functional understanding of Apple's iPhone/iPad and mobile computing experience
Proficient in direct end-user customer service skills
Demonstrates business and organizational acumen
Strong technical/ functional expertise
Previous Level 1 Help Desk experience

Helpdesk Analyst Resume Examples & Samples

Ability to demonstrate familiarity with the following telecommunications technologies and services: Audio and Web Conferencing, VoIP, PBX, Centrex / Intellipath, POTS, Data Circuits: T1, DSO, DS1, Long Distance, Cellular, and Carriers
Ability to work well under pressure
Comfortable handling a high volume of work
Previous experience in a Helpdesk environment, Level 1 or Level 2 Analyst
Advanced knowledge of Windows 7 support and mobile devices

Helpdesk Analyst Resume Examples & Samples

2+ years of experience supporting a diverse Desktop environment with an understanding of the Mainframe, Client / Server and Internet environments
Familiarity with the following Telecommunications technologies and services: Audio and Web Conferencing, VoIP, PBX, Centrex / Intellipath, POTS, Data Circuits: T1, DSO, DS1, Long Distance, Cellular, and Carriers
Exceptional telephone and customer service skills
Solid research and analytical skills
1+ year of Telecommunications (Telephony) experience in a Help Desk or repair/support environment
Working knowledge of Windows 7 support and mobile devices

Rohq-esc-helpdesk Analyst Resume Examples & Samples

Proficient in the use of office applications (MS Office, MS Word, MS Excel, MS PowerPoint)
Must be proficient in Procure to Pay (P2P), Concur 7.1, Citidirect and other applications used by the production Unit
Good problem-solving skills and is able to grasp complex issues and provide solutions

Associate Helpdesk Analyst Resume Examples & Samples

Responsible for the majority of the data entry into the OSC applications: including Genesys, Siebel, Viper & ARC
Works closely with the Call Center Managers, effectively communicating the day’s events, troubleshooting
Act as a liaison between Visa’s technical & business support teams, fostering a partnership relationship between them and effectively managing customer expectations
2+ years of customer service experience plus 3+ years of experience in a Help Desk/Technical Support environment
Proficiency with Microsoft Office Suite (e.g. MS Word, Excel, Power Point, Visio, etc.) is required
Must be able to manage multiple service requests with strict time limits on an ongoing basis
Strong analytical skills required, including a thorough understanding of how to draw connection between system issues and potential root causes

Technical Helpdesk Analyst With English Resume Examples & Samples

Service desk ticketing creation, maintenance, reporting
Monitoring and maintaining computer systems and networks
Installing and configuring computer hardware operating systems and applications
Talking staff or clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues, providing support, including procedural documentation and relevant reports
Troubleshooting system and network problems and diagnosing and solving hardware or software faults
Replacing parts as required
Working continuously on a task until completion (or referral to third parties, if appropriate)
Prioritizing and managing many open cases at one time
Execute assigned IS IT tasks or lead w/o under supervision and guidance the assigned IS IT tasks or project (s) meetings and project objectives within the expected dates, budget and quality. Work on assignments requiring considerable judgment and initiative. Understands implications of work and makes recommendations for solutions. Understand client expectations and priorities
Education: Degree in an IT related area
2- 5 years of professional experience ideally gained in IT support, Shared Services, Outsourcing or Consulting sector and/or project environment
Good technical knowledge of Windows client operating sytem,7, windows server, Cisco network equipment identification and definition (WAN/LAN)
Asterisk PBX phone system support knowledge will be beneficial
Fluency (written and oral) in English
Good communication skills, both written and oral
Flexible and proactive attitude
Good team working skills
Availability to travel around 10% of working time

AP & T&E Helpdesk Analyst Resume Examples & Samples

Provide user support and customer service in travel related expenses and accounts payable inquiries via SAP and Concur tool
Respond to requests via phone, email, and voicemail
Log all helpdesk interactions via Clarify tool
Identify and escalate situations requiring urgent situations
Track and route problems and requests to appropriate team
Prepare reports as required by the management

Technical Helpdesk Analyst Resume Examples & Samples

Experience within a Managed Services environment within the IT industry
Experience of conducting technical analysis and troubleshooting within a technical environment
High level of computer literacy
Outstanding communication skills both written and verbal with a professional telephone manner
Comfortable liaising with clients and colleagues at all levels both internally and externally
Proven ability to handle multiple and concurrent tasks and issues
Experience of operating in a Linux/Windows environment
Experience of supporting software applications
Basic knowledge of Networking
ITIL qualified to foundation level
Basic understanding of Web technologies
Basic understanding of Databases

Senior Helpdesk Analyst Resume Examples & Samples

Proven guest-facing helpdesk support experience
Experience in a senior helpdesk role preferred
Past experience in a retail environment desirable
Ability to troubleshoot technical issues with hardware and software
Experience in analysis and reporting skills, in particular to senior management
Windows, Microsoft Office, EPOS, hardware experience preferable
Excellent communication skills (verbal and written)
Ability to maintain composure in a fast paced and pressured environment
8am - 4.30pm
30am - 7pm
1 in 3 Weekend Saturday 8am - 7pm , Sunday 9am – 5pm

Senior Helpdesk Analyst Resume Examples & Samples

Bachelor degree or equivalent work experience is required
Minimum 3-5 years of helpdesk experience is required
Minimum 2 years Team Lead experience within a Help Desk environment
Experience with installations and upgrades and imaging tools are required
Experience with System Center Configuration Manager (SCCM) is required to create/ deploy images and applications
Thorough knowledge of PC hardware and software is required
Advanced knowledge of Microsoft Windows platform including Windows 7, 8 and 10 and related applications is required
Knowledge of Apple products including Mac computers, IOS and OSX Operating Systems is required
Skype, Cisco Call Manager and Contact Center Express experience is preferred
Must possess advanced knowledge and support of Office Suite and Office 365 administration
Excellent troubleshooting, problem-solving, and customer service skills
Excellent attention to detail and organizational skills
Ability to multi-task and prioritize/re-prioritize work
Ability to work in a fast-paced work environment and support remote end-users is required
Ability to work independently and in a team environment; perform follow through on tasks
Ability to keep abreast of the latest developments in hardware and software technologies
Commitment to the YMCA character development values of caring, honesty, respect and responsibility is required
Provides day to day Team Lead functions

IT Helpdesk Analyst Resume Examples & Samples

3+ years of Application Administration experience or equivalent with an emphasis on Customer Service / Helpdesk environment
Associate's Degree in Information Systems or related technical field
Experience with Managing Cloud Applications
Experience with compliance (HIPAA, SOC2, ISO, FDA, PCI/DSS)
Understanding of Active Directory, basic network concepts, and Citrix presentation layer
Microsoft Windows Server / Microsoft SQL Server / Microsoft IIS / Microsoft SQL Server Reporting Services
Familiarity with ITIL concepts and ability to follow existing Problem, Change, and Incident Management procedures

Helpdesk Analyst Resume Examples & Samples

Partner with Change Operations and SysOps in managing the change implementation process and performing Technical Code Deployments to the environment
Lead all proactive monitoring efforts for the Domain
Produce and distribute eCommerce Channel specific status reports
Partner with SysOps and the Generalists on projects and initiatives
Sending Hourly Performance Reports and monitoring tools status
End to End technical monitoring of all eCommerce Channel Technologies
Partner with Level 3 Engineering teams to identify and remediate technical events with little or no customer impact
Perform all planned and unplanned routing, bleeding, splashing and cycling of channel components
Partner with Sysops for trending and analysis of abnormal environment related conditions for identification and remediation prior to customer impact
Partner with SysOps and Domain Generalists to remediate customer impacting events and restore the environment to a BAU configuration on all Severity 1, 2, and 3 incidents
Responsible for opening, engaging all necessary parties, and facilitating all production bridgelines
Responsible for creating, maintaining and ensuring Data Quality of IM tickets during problem triage
Coordinate communication efforts during Incident Triage through use of tools such as Chatalyst, Group Chat and MOC
Partner with Sysops and Generalists to devise and implement technical and process improvement opportunities in the Domain
Previous experience in the banking and financial domain is preferred
Minimum 2 years experience in a support role
Team player with good communication skills
Someone who is responsible and driven

Helpdesk Analyst Resume Examples & Samples

Delivery, problem escalation/resolution processes and performance monitoring
Ensuring timely resolutions on reported issues and services by evaluating, tracking, escalating, managing, and ensuring timely closure of all requests/problems reported to the support center
Demonstrated knowledge of Microsoft Windows Operating systems
Demonstrated knowledge of Apple MacBook’s and iMac
Demonstrated of Microsoft Office Products
Experience maintaining and configuring Intel processor computer systems
Proven experience in IT/help Desk
Demonstrated understanding of project management principles
Ability to set and manage priorities judiciously
Demonstrated interpersonal/customer services skills
Ability to present ideas in business-friendly and user-friendly language
Demonstrated analytical, evaluative, and problem-solving abilities
Ability to work in a collaborative environment
Demonstrated understanding of computer systems features, and integration capabilities
Experience in supporting cell phones
Basic knowledge in IT/Help Desk
Basic knowledge in Apple MacBook’s, iMac, and Microsoft Windows Operating systems

Gida Helpdesk Analyst Resume Examples & Samples

Utilize key information security administration tools
Support bulk customer requests for comparable granting of entitlements
Conduct basic housekeeping tasks, such as inactivity maintenance. Perform manual entitlement review maintenance
Understands Talent Management process and system. Knows how to develop action items to meet goals. Knows how to create a basic IDP (Individual Development Plan). Understands and meets deadlines for system inputs
Appreciated as benefit programming languages knowledge: VB, JavaScript, HTML, Shell Scripts
Basic knowledge of any of the mentioned platforms (For Databases: Oracle, MS SQL, Sybase, Teradata, MongoDB; for Enterprise Systems: IBM RACF, CA TopSecret, AS/400, Stratus, Tandem, Unisys, VMS systems; for Wintel: Active Directory, Wintel NAS servers; for Unix: Unix OS, LDAP)
Minimum High School Degree, however Bachelor's degree is an advantage
Must be able to exchange information in a concise and logical way as well as be sensitive to audience diversity
Proven use of discretion and judgment given the subject sensitivity of the work data
Good command of English language (both verbal and written)
Analytical and detail oriented

Helpdesk Analyst Resume Examples & Samples

Accepts and completes tickets, fully documenting them in a timely fashion
Assess and handle tickets based on priority and severity
Images and deploys all desktop systems
Educates end users on operating system and application use
Troubleshooting all company provided systems, hardware and software
Routinely inventories hardware, software, and any accompanying assets
Research and develop solutions for when a user presents a problem
Create presentations and documentation outlining multiple solutions
Install software and provide regular updates
Create reports and issue trackers when ongoing issues arise
Automate processes that can save the team and various business units’ time, and reduce cost where applicable
Collaborate with business units to understand their respective workflows, and provide technical solutions to improve processes, where warranted
Provide feedback to the team and IT management when opportunities present themselves to better workflow and processes
Must have a strong understanding and familiarity with Windows, Mac, Linux and iOS
Must have strong troubleshooting skills
Ability to read and understand instruction manuals and policy documentation
Knowledge of computer logic in order to perform task listed under principal duties, and responsibilities
Ability to communicate problems with management as they become known
Pro-actively responds to issues and resolves them before they escalate
Ability to meet deadlines
Responsibilities require working evenings and weekends, sometimes with little advanced notice
Familiarity of the MS Office and Adobe suites
BS degree in computer science or comparable
2 years of computer technology experience
Previous experience working with Casper Suite
Previous production, whether television or feature film, experience
Previous experience troubleshooting A/V issues
Basic understanding of one or more of the following web technologies: JSON, MySQL, RoR, and PHP
Experience with cloud-based technologies

Helpdesk Analyst Resume Examples & Samples

2+ years of Helpdesk Support experience
Working knowledge of Web Applications
Working knowledge of SQL Server
Experience working with service desk best practices
Solid documentation skills
Previous experience working with the Pharmaceutical industry

Helpdesk Analyst Level Resume Examples & Samples

Minimum 5 years of desk side experience in a professional environment
Experience interacting with, and understanding the needs of high level executives
Experience supporting Microsoft operating systems for workstations. (Windows 7)
Experience supporting Microsoft Office 2010 and 2013 via Office 365 is a significant plus
Minimal travel will be required
On call support will be required
Overtime will be required
General knowledge: Active Directory, Altiris, Air-watch, Prosystem FX, Terminal Server, Check Point VPN, iPhone, Blackberry, ShoreTel 14.2 (VoIP) phone system, preferred but not required
Ability to work independently and in a team environment
Excellent communication skills (oral/written)
Excellent Customer Service and interpersonal skills
Ability to assimilate training quickly and effciently

Helpdesk Analyst Level Resume Examples & Samples

Answer Helpdesk phone line/email/Self-Service requests and use Helpdesk Tracking system to track all calls and emails received in accordance with the established or documented procedures
On-site and remote technical 1st level support
IPhone and Blackberry support
Configure, deploy and relocate corporate desktops and laptops
Install and configure standard applications
Setup printers and hardware peripherals
Troubleshoot hardware and software problems, resolving them in timely and efficient manner
Ability to prioritize outstanding issues and manage user expectation
Escalate high priority issues using established processes
Undertake miscellaneous projects in addition to regular Helpdesk duties
Virus eradication
Minimum 3 years of desk side experience in a professional environment
Overtime will be required, sometimes with little notice
Completion of a University degree is preferred but not required
MCP, A+, and Security+ Certification is a plus
General knowledge: Active Directory, Altiris, Air-Watch, Prosystem FX, Terminal Server, Check Point VPN, iPhone, Blackberry, ShoreTel 14.2 (VoIP) phone system, preferred but not required
Ability to assimilate training quickly and efficiently

Helpdesk Analyst Resume Examples & Samples

2+ years of prior Help Desk / Desktop Support experience
Degree or course training in Computer Science/Systems or related field
Experience with installing, configuring and administering Mac OS X
Experience with Smartphone support - BlackBerry, iPhone, Android
Experience with Active Directory, Exchange, and SharePoint
Working knowledge of Kaseya and Cisco VPN

Helpdesk Analyst Resume Examples & Samples

2+ years of previous experience providing Helpdesk / Desktop Support
Proven experience with Windows 7/XP, MS Office 2013, MS Outlook 2013, Symantec Ghost, and iOS
Familiar with the following applications: Adobe design suites (Photoshop, Illustrator, Acrobat), MS Office including Outlook, Lotus Notes, Cisco VPN Client, Cisco AnyConnect, AND Incident Management software
PC FOCUS and MAC experience
Familiarity with iSeries \ AS400 basic administration

Wholesale Helpdesk Analyst Resume Examples & Samples

Providing active phone and email support to Wholesale teammates as a Business "How to" helpdesk function. Listen to their issues and problems, actively solve problems, and work issues to resolution by agreed upon service levels
Work to achieve team and individual goals in client satisfaction, call abandonment rates, and other goals as determined by the Business Advisory and Information Delivery team
Develop subject matter expertise in areas of the Wholesale business (their business processes and goals) and the technology that supports those business processes
High school diploma or equivalent, 3 years of experience with banking operations / comparable functions or 2 years prior experience in a similar position dealing with clients’ issues routinely handled by phone
Highly skilled generalist with a good grasp of bank operations
Strong abilities in area of verbal and written communication

Helpdesk Analyst Resume Examples & Samples

1) Experience providing direct user support via a Help Desk or similar function
2) Solid technical troubleshooting and analysis abilities
3) Strong oral and written communication skills
4) Experience working on web-based application and datamart related project(s)
5) Proactive, quick learner, and able to work with minimal direction
6) Experience with software quality assurance
7) Experience with web-based user-interface testing
8) SQL query writing skills (MS SQL Server preferred) with experience in back-end testing
9) Experience writing and executing test plans/scripts
10) Experience writing technical documentation

Helpdesk Analyst Resume Examples & Samples

Field telephone, e-mail and instant message requests in a professional, courteous manner
Document all decisions made and actions taken, through to final resolution of issues
Perform post-resolution follow-ups to help requests
College diploma or university degree in the field of computer science or 2 – 5 years Help Desk experience
Fluent communication in English both written and verbal
Exceptional written and oral communication skills; presenting ideas in user-friendly language with a focus towards customer service
Highly self motivated and directed with the ability to work in a team-oriented, collaborative environment
Proven analytical and problem-solving skills with the ability to effectively prioritize and execute tasks in a high-pressure environment
Flexible schedule that allows for participation in a 24x7 rotational shift which includes work during days, nights and weekends

Level IT Helpdesk Analyst With French Resume Examples & Samples

Respond to 1st level requests for technical assistance of end users (employees) via phone and electronically (email, self service portal)
Log issue in a tracking system and escalate to 2nd Level HelpDesk if more specialized assistance is needed
Identify and escalate situation requiring urgent attention
Interact with users and co-workers (local & remote) to support identification and resolution of problems
The position does not require long term work experience and so it is also suitable for graduates, however experience at similar position could be a plus
Proficiency in English and advanced knowledge of French is required
Basic technical skills at user level, Microsoft Office and Windows operation system literacy is required
Exceptional interpersonal and communication skills with high level of professionalism and strong customer orientation attitude
Team player with a positive attitude

Helpdesk Analyst Resume Examples & Samples

Answering and logging all incoming calls and emails
Log all interactions in the Helpdesk ticketing software with high accuracy and attention to detail
Provide a positive customer experience and build strong relationships by demonstrating an understanding of the issue, and provide
Timely follow up and resolution
Uses analytical skills to resolve, and have a deep understanding of incoming requests
Develops and builds knowledge of supported hardware, software, OS, network, Windows, and telecommunication platforms by engaging and learning from other groups and teams
Follows all applicable BioLife standards and SOP’s
Provide 24 hour on call support as required; assist in projects as needed
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Ability to work independently, under minimal direct supervision
Strong analytical, communication, interpersonal and organizational skills required
Strong people and customer service skills, ability to work and communicate effectively with various stakeholders
Ability to think independently and outside of the box to resolve issues
Previous plasma center or other quality environment experience preferred
GDP and cGMP knowledge beneficial

IT Services Helpdesk Analyst Resume Examples & Samples

Customer focused support to the end user technology environment
Knowledge and experience to support Microsoft Windows Desktop Operating Systems (Windows 7 and Windows XP)
Extensive experience supporting office productivity software such as Microsoft Outlook, Word, Excel, etc
Knowledge and experience supporting mobile devices and tablets Blackberry and Blackberry Enterprise Server, iPhone, iPad, ActiveSync connectivity
Knowledge of Active Directory and Exchange 2007/2010
Knowledge of VOIP phone systems and devices
Knowledge of Antivirus and Spyware, detection, identification and removal techniques
Ability to articulate and maintain attention to technical details
Ability to follow through and document issues to resolution
Executive support experience would be a plus
Detail oriented, well organized, and ability to multi-task in a results oriented business environment
Strong communication and interpersonal skills are required

Helpdesk Analyst Resume Examples & Samples

Provides first level of support on Supply Chain Systems such as Contract Management (ECM), ESourcing (ES), Material Information Network (MIN), and Inflation Model (IM) via phone, e-mail, and chat
Take ownership of user problems and be proactive when dealing with user issues
Log all request via emails, calls and chat on the Ticketing System and resolve all issues within defined Service Level Commitment
Escalate complex inquiries to the relevant system administrator, vendor, or ITSS support
Facilitate system trainings as needed and recommend improvement on the training modules

Helpdesk Analyst, Senior Resume Examples & Samples

Identify areas of infrastructure needing improvement, incorporate these with long term goals and drive into production
Provide first and second level assistance to internal resources including executives
Provide training and orientations for new hires and existing employees
Provide high level of professionalism when dealing with executives and sensitive data
Will be required to document, track and monitor the issues to resolution
Will be required to formulate root cause and drive process improvement
Provide standard onboarding/terming of employees
Configure and deploy desktop/laptop, create various accounts, provision phone, create VM environments if required, etc
Provide de-provisioning of outgoing employees
Manage system patches
Assist in the administration of Active Directory
Assist in other operational duties (new office setup, network cabling, etc.)
Asset management (software and hardware)
Assist in the management and troubleshooting of the network infrastructure (firewalls, switches, routers, etc.)
Assist in the management and maintenance of a Cisco phone system (provisioning, troubleshooting)
Assist in the management and maintenance of a phone queue for sales and support (provisioning, troubleshooting)
Provide procurement of new hardware and software from various vendors, occasionally as the vendor manager
7+ years Experience supporting Windows desktop/laptop PCs, MAC OS
7+ years Experience using Active directory
Ability to provide help desk support for standard software packages including Microsoft productivity suite, virus software, web browsers as well as basic network support
PCs, printers, and Audio visual equipmentWorks with vendor support contacts to resolve technical problems
Extensive knowledge in Troubleshooting Windows 8, Win10 and Mac OS
Extensive Knowledge of Active Directory
Advanced knowledge on Cisco based Video conferencing administration
Extensive experience with Microsoft productivity suite
Above average knowledge of TCP/IP networks and system troubleshooting (subnets, firewall concepts, ports, and routing)
Extensive Knowledge of DNS, DHCP, email and IP routing
A+, Microsoft, or Cisco certifications are an asset
Advanced systems administration experience is an asset
A Minimum College bachelors Degree in Computer science or similar

Helpdesk Analyst Resume Examples & Samples

The ideal candidate will have 1-2+ years of experience with technical phone support or call center experience
Must have basic experience troubleshooting in a Windows 7/10 environment as well as email support and Active Directory experience
Any experience with ticketing systems is a plus for candidates as well

IT Helpdesk Analyst Resume Examples & Samples

Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems
Provide as 2nd level (Tier II) support to other helpdesk technicians
Performs a variety of complicated tasks. Self-motivated to identify and solve customer problems and to improve the service delivered by the CMIS department as a whole
Takes on added responsibilities to manage and administer customer support systems and departmental systems
Works with other department team members to insure good cross communication and cross training
Perform other duties assigned as assigned by the manager

IT Helpdesk Analyst Resume Examples & Samples

) 3+ years of experience with VPN - ability to access and troubleshoot remote users
1st Shift (9AM -5PM)
85% of role will be resolving tickets and escalating to the proper groups for troubleshooting assistance
15% of role will be documentation and researching solutions
2nd Shift (4PM- Midnight)
40% of role will be resolving tickets
30% of role will be documenting issues in the knowledge base
30% of role will be analyzing first shift work for outstanding issues or repetitive issues needing a long term solution

Helpdesk Analyst Resume Examples & Samples

Provide initial support for customer inquiries received via the telephone and/or internet
Assess nature of Our Client's problem and may resolve simple and basic support issues
For more complex issues, directs Our Client's appropriate technical customer support center specialist
Enter Our Client's requests into Help Desk ticketing system
Complete requests such as password resets
Participates in executing service delivery and supports management in accordance with processes across programs and operational units
High school or equivalent, Bachelor's Degree in Computer Science preferred
At least 1 year Technical Support and Customer Phone support required
Ability to remote in to users

IT Helpdesk Analyst Resume Examples & Samples

Support of remote offices, Distribution centre and stores
Administer and maintain Avaya IP phone system
Liaise with third party IT suppliers to resolve reported incidents or change requests
Deploy new desktop hardware and software as required
Resolve incidents added to the Helpdesk system by users, or escalate incidents to the relevant IT expert, in accordance with agreed service levels
Act as first point of contact for the team members and the business
Administer the IT Helpdesk system to ITIL best practice
Administer and support desktop PC’s, Apple Mac workstations, Ipads, Laptops, printers, Digital Scanners, Mobile and fixed telephony systems, Together with the AV systems
Maintain IT documentation where appropriate
Administer and maintain the Active Directory and MS Exchange (O365) users and groups
Visit remote locations to provide on-site support where required
Provide cover for on-call rota
The ability to communicate with people from all levels is essential and therefore good verbal and written skills are very important
This role will suit someone who is self-motivated and has a very strong work ethic as well as strong personal time management and who can coordinate several tasks simultaneously
ADSL wireless router/firewall
Retail background
Microsoft certified or similar
Avaya IP Office phone system

Helpdesk Analyst / Technician Resume Examples & Samples

Help Desk Experience
Active Direcotry Experience
Schedule Flexibility

Helpdesk Analyst Resume Examples & Samples

Troubleshoot Windows OS issues
Resolve problems within Microsoft products
Utilize remedy ticketing system to track tickets
Add/Remove users within Active Directory
Past technical work experience or Associates/Bachelor's degree
1-2 years' experience in a Phone or Technical Support role
Exceptional Helpdesk or Customer Service experience
Technical Certifications are preferred not required*

Account Receivable Helpdesk Analyst Resume Examples & Samples

Reconciles payments to customer invoice
Associates degree or a minimum of 2 years of finance and accounting and or customer service experience
Minimum 1 year experience with Microsoft Office
Previous background with SAP ERP, Oracle Financial Systems- accounting system experience
Invoicing experience in an IT Company
Client industry experience a plus
Must be able to impose herself himself in front of the team through exceptional knowledge of the business and coaching skills
Written and oral communication skills (English)

Helpdesk Analyst / Technician Resume Examples & Samples

Windows 7 support and troubleshooting. Some of the calls are basic customer service calls. This position is very focused on customer service
Active Directory-Person must be familiar with the basics of Active Directory. Adding and removing users and
Experience in high volume helpdesk. Supporting hundred users. 40-50 calls a day at a minimum. This person must be able to work in fast paced environment

Helpdesk Analyst Resume Examples & Samples

Helpdesk Support
Windows XP/7/8/10
Break/fix
Imaging

EC Helpdesk Analyst Resume Examples & Samples

If problem progresses past the initial ETA updates will be given to users on a regular basis as described in service monitoring
If unable to resolve the problem in 30 minutes, pass to Tier 2 analyst and monitors progress for resolutions, and initiates feedback to support group, management, and the customer
Monitor Mission critical systems and send e-mail alerts to supporting departments

Helpdesk Analyst Resume Examples & Samples

The correct call type, fault area and cause is identified as per company standard
Full and concise details of the incident are recorded onto the call logging system as per company standard
Relevant checks are carried out to ensure correct diagnosis of fault as per 1st level documentation in order to avoid 3rd party charge-backs
Customers are kept updated on the progress of calls in accordance with agreed priority and SLA
Good timekeeping and attendance is maintained
Advanced level of English and Spanish / Czech / Slovenian
Ability to work effectively under pressure and within tight timescales - this is a very busy department dealing with high call volumes
Ability to turn work around quickly whilst still maintaining high level of accuracy
Customer focused � has the ability to empathise with customers and is able to deliver great customer service to required standards in a professional and polite manner
Good listener and remains calm when dealing with incidents
Strong verbal communication skills, able to tailor communication so that it is clear and easy to understand
Enthusiastic - genuinely wanting to deliver a first class service
Maintains a smart and professional image at all times - Micros clients will often visit the Helpdesk
Strong attention to detail and accuracy in all work
Articulate and methodical in approach
Good interpersonal skills and a team player, able to work as part of multi-disciplinary teams
PC literate - including a basic knowledge of hardware and MS Windows / Microsoft Office
Ability to develop specific customer knowledge over time
A basic understanding of Networks
Quick learner able to become productive quickly
Experience of working within a similar support role, ideally within the retail sector
Experience of using a call logging application (for example HEAT)
Experience in the use of Electronic Point of Sale equipment is an advantage although full training will be given
An understanding of the retail business sector and/or Retail software exposure
Log and manage support requests received via telephone and email from external customers, within the specified time
Analyse, troubleshoot and resolve customer issues - working towards resolution at first level within a timely manner or reassign to the appropriate resource if this is not possible
Update the call logging system (ensuring that full and concise details of the nature of the incident are recorded) and provide information for 2nd Level Support Teams and 3rd Party Service Partners. This includes providing and testing hardware
Take ownership of calls and monitor through to resolution � this includes calls passed to other teams or external support partners
Maintain good relationships with customers, liaising with customers during the incident process to ensure that they are kept informed of progress and relieve any stress or concern caused by support issues
Carry out any other duties as reasonably requested by your line manager

Helpdesk Analyst Resume Examples & Samples

Support Windows desktop and laptop computers
General access and connectivity troubleshooting
Take ownership of trouble tickets, working and tracking issues to resolution
Support for mobile devices such as iPhones and Android phones
Knowledge of network basics
Email clients (Microsoft Outlook)
Knowledge of VPN basics
Excellent communication, written and verbal skills are required
Excellent customer service skills is a must

Helpdesk Analyst Resume Examples & Samples

Providing support for all end user hardware and software including the operating systems, office applications, various custom applications, printers, etc
Certification, college degree or BA in Computer Technology or equivalent training
1-2 years experience in call centre or computer customer service
Familiarity with MS Office Suite, Blackberry, and MS Outlook
Advanced knowledge of industry standard

Helpdesk Analyst Resume Examples & Samples

Candidates must have Excellent English communication skills
Candidate must possess at least a Vocational Diploma / Short Course Certificate, Bachelor's/College Degree in any field
At least 2 years Service Desk/Helpdesk/Technical Support experience is required
Must be able to demonstrate strong problem solving skills
ITIL certification is an advantage

Helpdesk Analyst Resume Examples & Samples

Tertiary qualification in Information Technology and/or equivalent experience in a similar role
At least two (2) years relevant experience
Good to excellent communication skills
Willingness to work on shifting schedules and/or beyond the normal business hours
Preferably with an experience in a multinational company, shared services or BPO industry

Helpdesk Analyst Resume Examples & Samples

Ensures optimal member experience by deploying, maintaining and resolving issues with regard to hardware and software, including desktop PCs, laptops, mobile devices, printers, and peripheral devices
Researches, purchases, configures and deploys IS equipment wherever needed across network of offices
Ensures systems stability and uptime by anticipating potential issues, taking proactive steps, testing software upgrades, etc. for laptops, PCs, mobile devices and other hardware
Researches, analyzes and makes recommendations regarding new technology
Collaborates with Network Administrator(s) to configure new accounts, anticipate issues and address other matters related to servers and interfaces
Negotiates and manages maintenance agreements for equipment and authorizes repairs and maintenance as necessary
Manages software license inventory
Develops and manages department policies and procedures, in collaboration with manager
Creates and delivers end-user training and training materials

Junior Helpdesk Analyst Working Time Resume Examples & Samples

Preferable Technical education in IT or related field
Previous experience in a Call Center / Help Desk environment would be considered as advantage
Intermediate knowledge and practical experience in MS Windows XP, Windows 7 and Office 2010/2013
Intermediate knowledge of networking and printer diagnostics
Fluent English proficiency, knowledge of German or Spanish language will be considered an advantage

Helpdesk Analyst Resume Examples & Samples

Logging and tracking of all tickets from receipt to closure
General liaison for escalated issues
Handles any Interface and process questions from the user base
Review and reproduction of issues submitted by clients. Communicate with the ticket owner and understand the issue as it is presented so that it can be corrected or mitigated
Correction/mitigation/explanation of simple application issues such as reports of slow response times
Restart of services related to application errors reports
Investigate/make recommendations on issues related to user administration or Data visibility issues
Copy or move user-created content
Testing of exports, and manual validation of release processes
Interface with the Development team on issues that have been identified as requiring development support. Explanation of request issue as reproduced results or deeper understanding of issues to create workarounds within the applications capabilities
Track and update switch live issues on Ad-hoc rebuild requests
Produce reports on backend Meta and usage data, issues and processes
Confirm configurations of systems when needed
Communicate with other internal groups to correct issues that are outside local scope
Execute Build updates to the system as needed
Communicating Schedules for Build and large job updates
Guide next shift and hand-off any open tickets that need continued attention

Level IT Helpdesk Analyst Resume Examples & Samples

Provide technical support for Users (80% as escalation point, of contact, 20% as 1st point of contact for users on phone)
Prioritize incidents based on Impact, Urgency as well as troubleshooting performed by Level 1
Investigate root cause, analyze, resolve, track, and escalate various technical problems
Accurately document Incident resolution, Root cause and Process Improvement
Provide feedback/training to Level 1 regarding incident resolution
Respond to escalated requests via phone and electronically (email, self service)
Document/log customer requests in the Incident Management System
Interact with customers and co-workers (local & remote) to diagnose and resolve problems
Redirect problems to appropriate resource
Identify and escalate situations requiring urgent attention
Support feature, functionality, and usage of specific applications
Stay current on and adhere to established policies, procedures and documentation
Perform computer imaging
Perform administrative tasks, e.g. IT stock evidence
A degree in Information Systems and MCTS, MCITP or recognized IT professional qualification, backed by passion for succeeding in the field of IT
At least 2 years of experience in 2nd Level IT Support in an international and multi-cultural environment
Knowledge of following systems: Active Directory, Exchange, Microsoft Windows 7, Kaspersky Antivirus, VPN, BitLocker, Hardware, iPad, iPhone,
Fluent spoken and good written English required, plus another International language
Strong sense of ownership and self-motivation
Strong customer service skills
Strong problem solving skills and decision making ability
Cooperative team-player
Strong enthusiasm and desire to learn
Strong written and verbal communication skills
Effective listening skillsAbility to learn and apply technical information in a fast-paced, demanding work environment
Ability to follow policies and procedures; attention to detail
Stress tolerance
Willingness to travel

Helpdesk Analyst Resume Examples & Samples

Logs into a phone queue, per product, receiving incoming support calls. Provides creative solutions to customer problems of moderate nature to ensure customer productivity
Assist in the resolution of customer and support issues to ensure timely distribution of knowledge and positive impact on customer satisfaction
Acquire and maintain current knowledge of relevant products (software and hardware) and support policies in order to provide accurate solutions to customers
Attend and possibly assist in training sessions
Assist in maintaining Help Desk production, by reading, opening/documenting information into tracking tickets and escalating to proper person or department
Assist in the developing and maintaining of a problem resolution knowledgebase
Participates in testing scenarios for new software and reports findings
Tracks calls and documents problems into Call Tracking software
Assists in registering new users and set up of new user profiles and/or managing existing user profiles
Attend training sessions
Must have high school diploma or equivalent
Two year technical degree or equivalent work related experience is desirable
1+ years help desk or related experience
Business knowledge or past closing agent/escrow experience in title insurance industry is highly desirable
Aptitude for providing excellent customer support
Strong communication, problem solving skills and telephone etiquette
Ability to use Help Desk standards and follow guidelines, as well as help others interpret policy
Maintains current and high level of technical skill in field of expertise
Knowledge of basic system administration functions

Rohq-gida-helpdesk Analyst Resume Examples & Samples

Process entitlement, compliance review requests and/or incident/change management handling for Citi’s global customer base within established support thresholds
Conduct basic housekeeping tasks, such as inactivity maintenance
Perform manual entitlement review maintenance
Limited but direct impact on the business through the quality of the tasks/services provided
Impact of the job holder is restricted to own team
Implements already established security procedures within the framework of specific system assignments, focusing on the full scope of GIDA Service Catalog requirements for simple thru complex, multi-tiered applications
Utilize Microsoft applications for creating and maintaining basic files
Identifies potential compliance issues and raise to management attention
Understands Talent Management process and system
Knows how to develop action items to meet goals
Knows how to create a basic IDP (Individual Development Plan)
Ability to manage multiple efforts and adjust priorities with evolving work efforts
Strong communications skills
Analytical and detail-oriented
Minimum 2+ years’ experience either in an Information Security Administration environment or related field with customer service experience in data management

IT Helpdesk Analyst Resume Examples & Samples

New system deployments and maintenance of system inventories
Monitoring and removal of virus, malware and other non-authorized software
Monitoring and finetuning of backup operations
Maintenance of proper documentation
Track metrics and prepare recommendations for future IT expansion
Develop and prepare computer solutions
Associate’s degree in Computer Technology or two to four years of prior experience with providing workstation and network support
Ability to prioritize, be attentive to details, maintain confidentiality, and provide exceptional client service
Demonstrated communication, interpersonal, organizational, analytical, problem-solving and computer skills required
Sense of urgency and a commitment to timely completion of projects and tasks
Windows 7, 8 & 10
Windows Server Systems & Active Directory
Microsoft Office and other common desktop applications
Virtualization Platforms like Hyper-V, Vmware etc
Strong working knowledge of network infrastructure and networking principles

Helpdesk Analyst Resume Examples & Samples

Provide Tier 1 technical support for mobile devices, including iphones, Blackberries and tablets
Administer active directory, mainframe, and other user accounts as applicable
Interact with peers and Tier 2 teams for knowledge sharing, research, and updates
Proactively identify potential issues in the enterprise environment; alert incident management and peers as appropriate
Process service requests, including remote software installations, access requests, and RSA token distribution
Minimum 2 years technology support experience
Experience in supporting Microsoft Windows (Server/Workstation) and mainframe environments
Flexibility and reliability relative to work schedules

Helpdesk Analyst Resume Examples & Samples

Perform call processing, incident management, service request management, and escalation of higher level incidents and problems to other IT functional teams
Readily project a sense of urgency - be ready to escalate to Level 2 and Level 3 support
Monitor and respond quickly and effectively to requests received service desk portal
Respond to queries either in person or over the phone. Be accountable to a hotline
Walk customer through problem solving process in a professional manner, providing assistance through each step and ensuring the problem gets resolved to the customer's satisfaction
Run diagnostics to resolve problems using the service desk recommended guide
Run reports to determine malfunctions that continue to occur. Document reoccurring issues and voice concern to Sr Service Desk Analyst and leaders to reduce potential future calls on similar issues
Use and manage a ticketing system. Must accurately log call and route to appropriate next level support team providing the correct level of technical detail to enable them to continue to analyze the problem and work to resolve it in a timely manner
Incident Management*

Helpdesk Analyst Resume Examples & Samples

Minimal experience providing phone support (2-4 years)
IT Support/Help Desk experience
Inbound call support experience

Helpdesk Analyst Resume Examples & Samples

A minimum of 3 years experience on Travelport and another GSD (preferably Amadeus)
Excellent problem resolution skills
Effective listening and questioning skills on telephone and customer care experience
Good knowledge of Galileo products
Excellent working knowledge of travel agencies business and practices
A good knowledge of the network from a support/service standpoint and able to deal with queries regarding network providers
To diagnose faults
Ability to positively and constructively interact with others
Ability to take initiatives and willingness to constantly update personal knowledge
Experience in Help Desk management systems preferable
Fluency in English, and Philipino, Bangladeshi, or Arabic
PC literate - very good working knowledge of Windows environment and MS-office

IT Services Helpdesk Analyst Resume Examples & Samples

Knowledge and experience supporting mobile devices and tablets, iPhone, iPad, ActiveSync connectivity
Internship or Bachelor’s Degree or equivalent work experience
As a part-time role this will be 20-25 hours per week

Helpdesk Analyst Resume Examples & Samples

Must have reliable transportation,
Must have strong experience with Windows OS, Active Directory
Hours are 8-5 PM the team works from and there will be opportunity for overtime. The shifts may sometimes change between those hours and candidates MUST be flexible

Helpdesk Analyst Resume Examples & Samples

Enthusiastic and patient
Outgoing and confident
Excellent, active listener
Believer in and contributor to team working
Ability to work on own initiative and learn quickly

Vmware VDI Helpdesk Analyst Resume Examples & Samples

Enjoys a fast paced environment
Able to work and interact with others in a structured / team environment
Independent problem solver with troubleshooting, decision-making and analytical skills
Virtual software provisioning skills (desired: VMware vCloud/vCAC/vRAC)
Virtual Desktop Administration (VMware Horizon View)
Windows Desktop Administration skills (desired: Microsoft 7, Windows 8.x)
Virtualization Infrastructure experience (VMware vSphere)
Database Administration experience
Backup and Restore experience (desired: NetBackup)
System Monitoring experience (desired: Zabbix)

Senior Helpdesk Analyst Resume Examples & Samples

Ensure all Customer incidents / requests are properly recorded, classified and given initial support
Provide frontline, technical solutions wherever possible, ensuring customer satisfaction
Manage the expectations of customers in relation to incident resolution, against pre-defined service targets
Ensure incidents are progressed and escalated in accordance with service targets
Actively monitor the IPT Helpdesk wallboard ensuring all Technicians are handling the call flow within the targets
Responsible for the call queue management within the regional Helpdesks ensuring calls are expedited within the service level targets
Responsible for reporting and monitoring of the IPT and Service management tool workload
Act as the point of escalation within the Helpdesk for high priority calls and assistance
Deputize for the Helpdesk Lead in their absence, including being the point of contact for Major Incidents should they arise
Liaise with Helpdesk Leads and Managers on detection of potential trends or Major Incidents, process improvements, issues or difficult situations
Ensure Helpdesk and AMEC Global IT processes and policies are adhered to, and aligned with Global Mandatory polices
Perform the same duties as the Helpdesk Analyst
Actively role model and promote the Amec Foster Wheeler values and Code of Business Conduct
Participate on the Weekend On-Call Rota

Helpdesk Analyst Resume Examples & Samples

Logging Calls into the Helpdesk ticketing system
Assisting customers understand how their issue or request will be handled
Allocating calls to the appropriate teams
Identify and escalate situations requiring urgent assistance
Liaising with users to ensure all calls are resolved to their satisfaction
Reviewing and releasing quarantine emails as appropriate
Creating and amending customer records
Excellent communication and customer care skills
1st Level Desktop skills
Understanding of basic IT concepts
Ability to explain technical solutions clearly

Helpdesk Analyst Resume Examples & Samples

Respond to assigned tickets and requests within business defined Service Level Agreement's
Work with other members of the IT organization to ensure timely resolution of employee issues
Work in Active Directory to maintain user accounts and groups
Experience with mobile device management, including iPhone, Android and Windows mobile devices
Ad hoc assistance, as needed
High school diploma, Bachelor's degree or the equivalent work experience
Three years+ of desktop support experience
A solid understanding of basic TCP/IP, DNS, DHCP, cabling, and other network fundamentals

Deposit Operations Helpdesk Analyst / Utility Resume Examples & Samples

Perform utility relief duties for Tech Center personnel when they are sick, on vacation, taking bonus days, on bereavement, or out for other reasons
Provide retail and headquarters staff with answers to inquiries regarding a very broad and challenging range of bank areas in an efficient and timely fashion via telephone
Investigate and resolve customer problems and inquiries in a timely manner
Use computer programs to retrieve and log information, as well as to track and resolve problem areas and complaints
Participate in providing solutions for more effective and efficient methods for performing operations tasks and help develop and implement effective solutions to ensure quality customer service and a positive working environment
Maintain knowledge of deposit operations bank products and services and general operating procedures of entire bank
Cross train on and become proficient at performing the following tasks and other tasks that may not be listed or may be added as needed
Data Control
Research
ACH/Savings Bonds
Charge off Deposit Accounts
Printing temporary checks
Reconciling Fed/First Tn
General Ledger/Deposit Reconcilements
Correspondent Adjustments
Charge back (Return) checks
NSF/Stop Payments
Non-posted items
Deposit Verifications
Cash Items Reconciling
Cardbase Issues (ordering cards, hot carding cards, resetting pin failures)
Good knowledge of bank operations, policies and procedures
Excellent telephone voice and verbal communication skills
Ability to work under pressure and time restrictions
Ability to gather facts and draw a sound conclusion quickly for problem resolution
Ten-key calculator skills
Ability to type accurately and operate a CRT for high-speed input
Good knowledge of proof and encoding methods and procedures
Ability to communicate and deal professionally with branch personnel
Must be a motivated self-starter who can resolve problems with a minimum of supervision
Ability to understand complicated instructions and carry out those instructions with minimal assistance
Proficiency in various jobs within the Technology Center in order to provide utility relief
Ability to adjust to flexible working hours
Excellent reconciling skills
One to two years of job related experience

Helpdesk Analyst Resume Examples & Samples

Maintains effective working relationships with all members of the Team
Reacts positively to constructive criticism by making changes and improving performance – learns from mistakes
Treat Team members equitably and fairly
Willing to share information and skills to coach, help and advice others
Avoid blame, take responsibility and accountability for actions
Quality capacity to perform a task to any given standard
Encourages Team members to emphasize meeting customers’ needs
Provide constructive feedback, including improvement recommendations about Helpdesk Analyst’s resource materials and tools
Work with Team Leader during regular performance feedback sessions to ensure needs are identified and responded to
Ensure professional conduct is maintained in all forms of communication
Take an active role in performance reviews following set procedures to ensure maximum benefit
Identify opportunities for building team morale and improving processes
Responsiveness to changing priorities and accepts changes aimed at improvement
Knowledge of Travelport Premium customers within the region
Experience with telephone based work or the capacity to rapidly acquire this skill
Experience with computerized reservation systems, GDS skills an advantage
Familiarity with, or the capability to rapidly acquire trouble shooting and problem resolution skills
Sound knowledge of personal computers and their operating systems or the capability to acquire this knowledge rapidly
Strong and effective listening and questioning (verbal) skills and written communication skills
Fluency in Arabic and English

Level IT Helpdesk Analyst Resume Examples & Samples

Respond to 1st level requests for technical assistance of end users (employees) via phone and electronically (email, self service portal)
Log issue in a tracking system and escalate to 2nd Level HelpDesk if more specialized assistance is needed
Identify and escalate situation requiring urgent attention
Interact with users and co-workers (local & remote) to support identification and resolution of problems
The position does not require long term work experience and so it is also suitable for graduates, however experience at similar position could be a plus
Proficiency in English and advanced knowledge of French is required
Basic technical skills at user level, Microsoft Office and Windows operation system literacy is required
Exceptional interpersonal and communication skills with high level of professionalism and strong customer orientation attitude
Team player with a positive attitude

Helpdesk Analyst Resume Examples & Samples

1-2 yrs Previous Help Desk experience if recommended
Understanding of customer service excellence
Strong ability to troubleshoot Microsoft Desktop Operating Systems is preferred

Helpdesk Analyst Resume Examples & Samples

Prior Helpdesk and Customer Service Experience - STRONG CUSTOMER SERVICE
Experience in cross domain AD administration
Experience working in an Enterprise environment
Very Strong level one experience in MS Office, printers, VPN, networking, etc
Very Strong technical background and knowledge
Able to retain information and apply it
Good work ethic and attitude
Ability to work in a high volume environment (answering 20-30 live calls per night in addition to managing 40-60 emails. These are individual stats, not team)

Helpdesk Analyst Resume Examples & Samples

Assist in performing minor troubleshooting in the identification of applicable problems relating to PC's, applications software and basic network communications
Document work orders requiring software installation, security access, and/or new PC hardware
Create new NorthShore Net, Weblink or Citrix accounts
One year experience in a computer related field and/or customer service

Helpdesk Analyst, Intermediate Resume Examples & Samples

Provide first and second level assistance to internal employees
Provide high level of professionalism when dealing with employees and sensitive data
Document, track, and monitor the issues to resolution
Formulate root cause and drive process improvement
Provide standard onboarding/terming of employees- Configure and deploy desktop/laptop, create various accounts, provision phone, etc
Provide de-provisioning of outgoing employees- Delete accounts, deactivate equipment, create backups, etc
Manage administrative local privileges on desktops/laptops
Install, configure, and support MS Productivity suites; Microsoft Office, Outlook, Lync etc
Install and manage security software on desktops
Assist in the administration of Active Directory and other operational duties (new office setup, network cabling, etc.)
Assist in the management and maintenance of a Cisco phone system and phone queue for sales and support (provisioning and troubleshooting)
3+ years Experience supporting Windows desktop/laptop PCs, MAC OS
3+ years Experience using Active Directory
Ability to provide help desk support for standard software packages including MS Office products, virus software, web browsers as well as basic network support
Experience troubleshooting hardware issues and replacing hardware on both desktop, laptop PCs, printers, and audio visual equipment
Works with vendor support contacts to resolve technical problems

Helpdesk Analyst Resume Examples & Samples

Must have an Associates Degree or two years of related experience
Must have great communication skills
Must have proven customer service skills
Must have flexibility when it comes to shift availability

Senior Helpdesk Analyst Resume Examples & Samples

ServiceNow ticketing system is a plus, but open to others such as Remedy
Basic networking skills; switches and routers
Installation of various software
UPC

IT Helpdesk Analyst Resume Examples & Samples

Provides top quality customer service by assisting employees with problems that occur
Escalates problems to second level support when needed
High school degree or equivalent required
Professional Certifications such as MCSE, A+, CNA, CNE, HDI, or ITIL preferred
Experience with Microsoft Office products, Novell GroupWise, and Windows 7/8/8.1/10
Strong technical, analytical, and critical thinking skills
Ability to solve problems and to multi task
9901 Linn Station Road , Louisville, KY 40223-3808 USA

Helpdesk Analyst Resume Examples & Samples

Good understanding of the general/ technical aspects of the job in regard to networking and Cisco IOS commands, WLAN controllers, autonomous and Lightweight Access Points (LWAPs)
Work on assignments that are routine to moderately complex in nature and require basic problem resolution and independent judgment
Allocate time efficiently and receive general instructions on all work

Senior Helpdesk Analyst Resume Examples & Samples

Managing and distributing the Helpdesk rota, to ensure effective store support at all times
Overseeing the daily performance of the helpdesk and recommending changes to process and procedure where applicable
Acting as key liaison between end users and technical teams
Producing statistics and management reports
Representing the Helpdesk at internal and external meetings
Assisting analysts in providing support where additional experience is required
Recommending and assisting to implement changes to existing business processes
Providing first line support to ensure store issues or queries are resolved swiftly and effectively
Resolving all L1 cases as quickly and accurately as possible and escalating cases to L2 as quickly as possible
Communicating with other Disney Store departments on a variety of issues, including pricing, reports, finance etc
Communicating with other LOBs and vendors including Networks, Xerox, IBM, Telcos etc
Analysing store support (Remedy) statistics and reporting back to internal teams and the business on trend analysis, repeat issues, areas of improvement and concern etc
Managing the open case pool with the team to ensure cases are closed in a timely fashion
Working with Store Ops on a suitable SLA and ensuring that 90%+ cases are closed within SLA
Ability to troubleshoot technical issues with hardware and software with experience of Problem resolution or escalation within specific service levels
Ability to work flexible, pre-planned hours to support the demands of the role

Helpdesk Analyst Resume Examples & Samples

Participating in the Helpdesk rota as determined by the Helpdesk Supervisor – requiring flexibility of shifts to cover store trading hour requirements
Ensuring accurate handover with late or early shift as appropriate
Answering calls whilst on the desk and providing reliable, consistent and friendly first line support to ensure store issues or queries are resolved effectively and in a timely fashion
Determining the severity, priority and appropriate routing of specific issues
Developing a good understanding of the supported software, hardware and infrastructure with the aim of providing first class guest service within the first 3 months
Ensuring that all policies and procedures are maintained, reviewed regularly and adhered to
Proactively monitoring device up-time across the store estate to ensure that down-time is kept to a minimum and logging incidents/calling stores as and when necessary
Identifying and defining end-user training requirements
Participating in post implementation/deployment reviews
Appropriate use of the Language Line translation service as and when necessary
Logging all cases in the Remedy system in a timely fashion to ensure accuracy and providing regular updates on open cases until resolution
Resolving all Level 1 cases as quickly and accurately as possible and as necessary/appropriate, escalate cases to Level 2 as quickly as possible
Effectively communicating with other Disney Store departments on a variety of issues, including pricing, reports, finance etc
Effectively communicating with other LOBs and vendors including Networks, Xerox, Toshiba/IBM, Telcos etc
Adhering to compliance guidelines at all times, in particular with relation to PCI and credit card information
Communicating compliance guidelines to stores as and when appropriate
Be proactive in raising any store systems compliance concerns with Line Manager in a timely manner
Guest-facing helpdesk support experience

Level Helpdesk Analyst Resume Examples & Samples

Familiar with LAN and WAN technologies
Install, configure and maintain workstations
Troubleshoot operating systems. Win 7
Maintain user account information including email, rights, security and systems groups
Provide strong customer service
Printer and Fax support maintenance
Assist in the closing help desk tickets

LI Helpdesk Analyst / Windows Deployment Resume Examples & Samples

1) 3+ years of Helpdesk/Desktop Support
2) Win7/10 experience
3) SCCM (imaging)
Work with internal customers through a ticketing queue, and provide a high level of desktop and Windows account administration and support
Provide first response for incoming calls and tickets, resolving the issue or escalating as needed
Escalate unresolved issues to the infrastructure support team
Take ownership of user problems and follow-up with issue status communicating progress in a timely manner
Maintain a high degree of customer service for all support queries and adhere to established incident management processes and procedures
Able to effectively troubleshoot in a Windows 7/Office 2010/2013 environment
Assist with deploying and configuring desktop/laptops and business productivity software
Corporate experience in Windows 7, Office 365, Office 2010/2013
Strong written and verbal communication skills, with attention to detail
Energetic, highly self-motivated, and able to work effectively with team members

Helpdesk Analyst Resume Examples & Samples

2 years’ experience supporting desktop computers in a Helpdesk / Desktop tiered environment
Skilled in personal computer hardware and software in a business environment
Experience with three or more of the following: Windows 7/ Windows 10, MS Office 2010/2016 including Outlook, Remote management tools, remote dial-in, Active Directory administration, virtual private network, office productivity tools, web-based applications, TCP/IP
Formal training or certification in a strategic technology platform (e.g. Microsoft, Cisco) and other network standards such as TCP/IP
Bachelor Degree in Science or Engineering (Computer Science, MIS, EE) or equivalent experience preferred
Some experience in IT helpdesk or call center environment

Technical Helpdesk Analyst Resume Examples & Samples

Provide end-user technical hardware support in person, via phone, or electronically for desktops, laptops, printers, and thin terminals in a primarily Microsoft based LAN
Responsible for installation/configuration, operation, and maintenance of all software for Windows and Apple Systems. Microsoft Office, HP Interwoven Filesite, and other legal specific programs
Install, configure and test operating systems, software and patch updates
Participate in establishing help desk best practices and identify areas for continuous improvement
Redirect problems to appropriate resource and identify and escalate incidents requiring urgent attention
Assist IT staff by supporting phone systems including end user phone configuration and support
Assist with Intranet and web page building and design

Helpdesk Analyst Resume Examples & Samples

Performs issue handling, identification and resolution with all levels of Lennar customers
Ensure customers maintain productivity while experiencing customer service oriented assistance
Maintain and clean computer equipment
Monitor Service Request tickets assigned to the queue and process first-in first-out based on priority
Install, test and configure new workstations, peripheral equipment and software
Report issues to the System’s Group for escalation
Manage PC setup and deployment for new employees using standard hardware, images and software
Bachelor’s degree preferred in Information Technology, Computer Science or related field or equivalent experience considered
2 years experience working in desktop environment and with MS Office Suite
2+ years experience in a technical support environment, Call Center, or Help Desk
1-year experience working in a large IS organization (multiple locations, client server technology, WAN, 1000+ personal computer workstations)

Helpdesk Analyst Resume Examples & Samples

Communication: Since there are always many activities and projects, we have learned that clear and concise communication is useful and avoids confusion
Customer Focus: We are in business to make and sell products/services and support our customers. IT services needs to ensure that we are addressing their
Results Orientation: We have lots of applications, tools, processes, and metrics. At the end of the day, we must be able to service our customers
Teamwork: IT help desk consists of a team of internal and external resources, so creating a team atmosphere is of the utmost importance
Positive Attitude – Does what it takes to successfully accomplish goals
Soft Skills- The ability to engage customers verbally in a professional manner

Helpdesk Analyst Resume Examples & Samples

Support Windows Operating Systems
Knowledge of Windows operating systems, past and present and LAN/WAN environment
Familiarity with MS Office Suite, Blackberry, MS Outlook and Mobile Device Management solutions (eg. MaaS360)
VPN/Citrix and RSA Token support
Utilize an IT Service Manager solution to log and update tickets and review knowledge articles (e.g. HP Service Manager)
Provide timely resolution of system/application problems as reported to the IT Service Desk
Resolve problems or provide technical assistance and support
Contribute to the IT Service Desk Key Performance Indicators
1-2 years’ experience in call center or computer customer service
Hands-on experience in the troubleshooting and break/fix of IT equipment and software
MCP (Microsoft Certified Professional) – is a plus
MCSA (Microsoft Certified Systems Administrator) – is a plus
ITIL V3 Certified – is a plus

Helpdesk Analyst Resume Examples & Samples

Provides first call resolution for customers’ in resolving technical problems
Respond to customers’ questions and requests promptly, appropriately and professionally
Identify, diagnose, and resolve level one technical support issues for customer’s hardware and software
Strong understanding of computer networking as it interrelates with other systems in a large scale environment
Ability to install approved software packages as needed for customers
Basic understanding of mobile device technology in an enterprise environment
Working knowledge of basic Windows Server Administration and troubleshooting using AD users and computers, print server administration, and Services
Assist with creating materials for customers’ frequently asked questions (FAQs)
Provide on-time training to proactively reduce customers’ downtime
Follow-up with status update and ensure resolution exceeds customers’ expectation
Performs daily, weekly, monthly, and yearly scheduled backups

100

Helpdesk Analyst Resume Examples & Samples

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

101

Helpdesk Analyst Resume Examples & Samples

Specific duties include: provide tier 1 phone, on site and service desk window walk up customers support and coordination
Troubleshoots and restore routine technical service and equipment problems by analyzing, identifying and diagnosing faults using established processes and procedures
Recommends process improvements for problem prevention and documents work flow in ticket management system
Maintains technical instructions for standard processes
Evaluates messages from monitoring tools and takes action to resolve and prevent it infrastructure issues
Escalates problems to tier 2 or 3 as required
Provides shift rotational coverage as needed 24x7 knowledge of TVA it infrastructure hardware and software. Knowledge of end user tools. Knowledge of HPSM, HP openview, or similar tools
Good oral and written communication skills: 1 communicate with customers to diagnose and resolve problems; 2 communicate with infrastructure operations engineering and operations personnel on a technical level
Ability to work under time constraints
Problem analysis and analytical skills
Ability to document work processes
A bachelor’s degree in computer science, engineering, math, business, or related field of study; or equivalent education, training experience

102

Helpdesk Analyst Resume Examples & Samples

Provide first line response for desk side and remote users requiring assistance with information technology issues and problems within SHI.Respond to requests for technical assistance by phone, email, or using the helpdesk management system
Enter and manage all incidents and problems via incident management system and act as a liaison between customers and technical escalation teams
Provide basic application support and troubleshooting including but not limited to Microsoft Office Applications, Internet Explorer, Terminal Services clients, various in-house applications, Antivirus, etc
Energetically follow-up on open incidents and problems and provide status updates and feedback to end users while problems are being investigated
Image/deploy PC’s and move telephones, desktops, network printers, and peripherals as necessary
Troubleshoot basicphone problems (i.e. cord replacement or dial permissions)
Troubleshoot local and remote end-user computer, LAN, WLAN,mobile device, and network printer problems
Coordinate troubleshooting repairs with Austin and NJ IT support
Train and orient staff on the basic use of hardware and software
Recommend and perform system upgrades when necessary
Assist with recordkeeping and Asset management (hardware and software inventory)

103

Tptp Helpdesk Analyst Resume Examples & Samples

Beginning oral and written communication skills
An "I will help you until the issue is resolved type of attitude
Team player and someone who wants to help teach and train people (This person will not be teaching and training, but they do look for people to step up and move into new roles, so someone with this mindset will do well there.)

104

Senior Helpdesk Analyst Resume Examples & Samples

Outstanding customer service skills through verbal, interpersonal and various written communication channels
Provides team support including answering questions and handling escalated calls
Troubleshoot complex issues, via remote access tools, relating to installation, configuration, functional support, and technical support of software, web applications, network, operating and other contractually covered systems
Continually maintain working knowledge of all products, services and technologies
Meet requirements to take customer calls to remain in touch with tools, policies and procedures and/or in times of high call queue (i.e. All Hands on Deck periods)
Supports accurate documentation of issues and drives key contributions standard reporting
Maintain knowledge base and work as a Level 1 Senior Analyst
Lead by example in the areas of work ethic, personal and professional development that leads to maximum satisfaction, and performance of all assigned tasks
Ability to work collaboratively with all level of employees, in small and large group settings
Submit recommendations for continuous improvement of departmental processes
A+ Certification preferred, but not required – other certifications a plus
Knowledge of Servicenow system considered a Plus

105

Technical Helpdesk Analyst Resume Examples & Samples

A highly skilled, seasoned professional, the Technical Helpdesk Analyst applies a broad, working knowledge of information technology products and services to more complex assignments and assists less experienced staff in the application of technical concepts, practices and procedures
Incumbents are competent to work on fairly complex assignments (and/or portions of large, more complex efforts) and perform a full range of technical helpdesk support
May provide occasional functional and technical guidance to less experienced staff
The incumbent oversees and coordinates with quick-response customer support team and interfaces with clients (over the phone) to troubleshoot, analyze and diagnose more complex issues and engage appropriate technical resources to resolve client issues
The incumbent works under limited supervision to provide prompt and professional Help Desk service through quick processing and prioritization of a variety of problems

106

Helpdesk Analyst, Associate Resume Examples & Samples

Respond to end user support requests and close within service level targets, supports both local staff, remote users, and remote offices within NA
Resolve and close tickets assigned to you
Perform installation, configuration and upgrade task to desktop, laptops, peripherals and related software
Handle new hires and terminations
Provide technical assistance to computer system users by answering questions or resolve problems including the use of computer hardware and software, user access, printing, installation, word processing, electronic mail, phones and operating systems
College degree in Computing/networking or related subject

107

Helpdesk Analyst Resume Examples & Samples

Expert knowledge of Microsoft OS (Win 7 & 10)
Basic knowledge of Apple hardware (OSX10)
Advanced knowledge of Microsoft Office Products (Office 2010/2013)
Understand project management principles
Advanced written and oral communication skills
Expert interpersonal/customer services skills
Ability to present ideas in a business- and user-friendly language
Expert analytical, evaluative and problem-solving abilities

108

IT Helpdesk Analyst Resume Examples & Samples

Serving as the first point of contact and offering client support through phone and email
Incident logging through ticketing system
Providing accurate information on IT services and support
Escalating tickets to the relevant technical support
Experience with Windows server, Active Directory and Exchange
Excellent spoken and written English and a friendly attitude
IT Qualified or Ideally working towards an IT Qualification (or undergraduate)
Good understanding of IT Service Management and ITIL principles
Microsoft OS support and troubleshooting experience
Windows Server, MS Active Directory and Exchange
Experience working within a Microsoft Environment
Experience working with a Helpdesk System (ServiceNow is an advantage)

109

Technical Helpdesk Analyst Resume Examples & Samples

Job Description Summary
Ensure the proper day-to-day operation of technology applications and equipment with minimal supervision. Perform installations, repairs, upgrades, backups, and other maintenance tasks. May have expertise in commonly used business applications. May also handle phone and email assistance as well
Tier II helpdesk support – Individuals capable of taking calls, do root cause analysis, and provide solutions to the customer
Mobile support – iPhone, Blackberry, Android
Ability to work well with people from different disciplines with varying degrees of technical experience
Strong knowledge of Office 2010
Strong knowledge of Outlook 2010
Strong knowledge of Windows 7/10
Expert Computer Hardware
Working knowledge of Citrix
Knowledge of RSA and Secure ID’s

110

Helpdesk Analyst Resume Examples & Samples

Provide front line Application and ERP support to all Verizon end users in line with predefined service level agreements
Respond to support requests via phone, email, and/or live chat communication channels and monitor the overall management of an incident or request through to completion
Prioritize, escalate, and route incidents appropriately to other teams within the business
Actively identify and communicate potential service improvement opportunities
Develop technical resources that help strengthen the organization’s self-service offering
Identify opportunities for end user training and support user training during system implementations, upgrades, & enhancements
Make strategic recommendations based on analysis and knowledge of system capabilities and end to end impacts on customers and technologies

111

L Helpdesk Analyst Resume Examples & Samples

End user support and work on tickets
Coordination between onsite and offshore for user problems to help resolve issues
Image Desktops and Laptops
3rd Party vendor coordination for Application Support and Printers
Work on small scale projects like laptop, desktop, thin client tech refresh and upgrades
Availability and Support during outages and maintenance windows
Meeting Rooms and Conference room setups (IT related only)

112

Rohq-gida Helpdesk Analyst Resume Examples & Samples

Conduct inquiries from all employees on phone, mail, memo and INC
Perform ID provisioning such as developer and Admin IDs and basic Functional ID related processes
Limited but direct impact on the business through the quality of the tasks/services provided. Impact of the job holder is restricted to own team
Demonstrates basic understanding of Citi Lean processes
Understands the high-level principle behind Information Security concepts and policies; and applies/implements into day-to-day work
Understands Service Delivery Process Controls and under supervision, participate in annual review of Process Control documents associated with specific systems assigned
Understands and meets deadlines for system inputs
Specialization into Service /
Complete all tasks in connection with the organization’s activity but not detailed in the current job description, charged by the direct manager, supervisor or the functional head
Minimum bachelor's degree

113

IT Helpdesk Analyst Resume Examples & Samples

Diagnose and resolve IT hardware and software issues
Provide local support for users, including senior leadership
Manage the joiners / leavers / movers process
Receive customer contacts and resolve incidents or provide information in a professional manner
Involve in the rollout of software updates and patches
Plan and deliver software licenses and provide valid licenses to end users
Networking (VPN’s, broadband, routers, switches, modems, firewalls, etc.)
Antivirus installation and support
Application Support (SQL Server 2008, Checkpoint firewall)
Operating System Support (Red hat Linux)
VB Scripting

114

IT Helpdesk Analyst Resume Examples & Samples

Answer and log calls from staff in the office to the IT Helpdesk
Provide timely and accurate 1st and 2nd line guidance to ensure, wherever possible, issues are resolved immediately
If necessary, attend the user's local PC to help identify and/or rectify the reported problem
Prioritise and / or escalate calls appropriately
Ensure queries are followed up and closed as soon as possible
Actively share knowledge and experience with helpdesk colleagues
Maintain the Helpdesk database and produce information for reporting purposes for senior IT team as requested
Test, install and decommission end user hardware
Prepare meeting rooms for presentations in advance

115

Helpdesk Analyst Resume Examples & Samples

Perform basic repairs. Serve as first-level trouble-shooter on PC problems, including software, hardware and printing; refers more complex problems to higher skilled support staff
3 + years of Remote Helpdesk exp with PC maintenance and applications
3 + years of exp troubleshooting PC networking related problems
Strong work experience in a similar technical role, or technical support role highly desirable

116

Helpdesk Analyst Resume Examples & Samples

2+ years experience in a software support position
Strong communication skills, detail-oriented, and customer-focused
Excel knowledge

117

Tech Helpdesk Analyst Resume Examples & Samples

Candidates must possess a Vocational Diploma/Bachelor’s/College Degree in any field or at least completed 2 years in College
At least 2 year of working experience in a call center for technical support is required for this position
Candidate must be willing to work in Mall of Asia Complex, Pasay City
Candidate must be willing to work in graveyard or shifting schedule
Candidate must be willing to start ASAP

118

Junior Helpdesk Analyst Working Time Resume Examples & Samples

Good analytical, communication and writing skills
Well organized, self-starter and able to work well in the team
Must enjoy working in a fast-paced complex environment
Fluent English proficiency: must have good conversational English skills, must be able to read and write proficiently in English
Knowledge of German or Spanish language will be considered an advantage

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