Senior Service Desk Analyst Resume Samples

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C Hamill

Cleve

Hamill

74102 Johns Street

Dallas

+1 (555) 138 0054

74102 Johns Street

Dallas

Phone

p +1 (555) 138 0054

Experience Experience

Boston, MA

Senior Service Desk Analyst

Boston, MA

Goyette-Becker

Boston, MA

Senior Service Desk Analyst

Performs other duties as assigned
Builds strong relationships within IT&S by working across organizational boundaries to resolve customer incidents and requests
Assist in the maintainence of the Service Desk Knowledge Base
Cover for the Service Desk Manager in his absence
Work with the user over the telephone, direct PC to PC connection or via email to resolve problems with IT service issues
Provide mentoring to the service desk team and act as a point of escalation for any difficult service issues
Provide high quality customer service and level 1 technical support over the phone (technical and billing issues and service requests)

Dallas, TX

Sheffield Senior Service Desk Analyst

Dallas, TX

Hickle and Sons

Dallas, TX

Sheffield Senior Service Desk Analyst

Supports Service Request Management and Service Restoration Management Level 1
Guides Junior Service Desk Analyst as well perform floor walk assistance
Provides first-line technical support when handling calls, in order to provide time-of-call resolution to simple and complex calls
Assist in license management and auditing
Create and manage mail accounts, troubleshoot and resolve a variety of issues
You are responsible for working to all relevant Service Delivery and Corporate Policies, Procedures and Work Practices
Create and monitor service desk tickets

present

Detroit, MI

Out of Hours Senior Service Desk Analyst

Detroit, MI

Senger, Jaskolski and Morar

present

Detroit, MI

Out of Hours Senior Service Desk Analyst

present

Provide input to Service Desk Management in regard to staff performance for performance evaluations
Ensure standards are met – this includes working as part of a team, sharing knowledge and working together to increase performance standards
Actively pursue Continuous Improvement initiatives to improve the overall performance of the service desk
Create and manage network user accounts, troubleshoot and resolve a variety of issues
Assists Service Desk Administrator in his/her tasks as necessary and as assigned by Service Management or Service Desk Manager
Execute on project related work and documentation
To work in partnership with local management, colleagues and clients at all levels to ensure requests are resolved to the satisfaction of the customer

Education Education

Bachelor’s Degree in Computer Science

Duke University

Bachelor’s Degree in Computer Science

Skills Skills

Quality and Partnership – ensure all assigned deliverables are completed at a high level of quality
Excellent attention to detail
Good process mapping ability
Strong listening skills with ability to evaluate and diagnose issues remotely
Great listening skills and be able to multi-task
Strong communication skills to be able to work with employees to troubleshoot technical issues
Ability to respond calmly to high pressure situations and to professionally communicate with non-technical staff
Good telephone and PC skills, using a variety of office software packages
Excellent customer service, social and interpersonal skills
Knowledge of ITIL practices

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8 Senior Service Desk Analyst resume templates

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Senior Service Desk Analyst Resume Examples & Samples

Strong academic and/or equivalent industry experience
Proficiency in Microsoft Operating Systems and Office Applications
Knowledge and understanding of Cisco Call Manager and Cisco devices
Knowledge of computer hardware and peripherals
Knowledge of Active Directory and Exchange
Experience supporting various mobile devices
Excellent customer service, social and interpersonal skills
Citrix support experience
Apple Mac support experience
Knowledge of ITIL practices

Senior Service Desk Analyst Resume Examples & Samples

Resolving any incoming telephone, email or self-submit requests for assistance, documenting the incident information, diagnosing, and resolving the customer incident remotely
Facilitating the optimum function of the help desk by providing the most efficient customer service to its users and will demonstrate knowledge and understanding of project specific procedures*
Displays a skill set and is assigned additional project responsibilities
At least 1 year experience in a call center environment as a help desk analyst
At least 1 year experience in customer service with the ability to work in a metrics driven environment
At least 2 years experience in a call center environment as a help desk analyst
At least 2 years experience in customer service with the ability to work in a metrics driven environment
At least 1 year experience in PC usage and typical end user problems
Security clearance of Minimum Background Investigation (MBI)

Senior Service Desk Analyst Resume Examples & Samples

4) Performing other tasks as delegated by Team Lead
Enter tickets into Help Desk ticket tracking system
Diagnose and resolve level 1 problem in the areas of hardware software, applications, and operating system
Keep users informed as to the status of open calls, per established procedures
Escalate complex problems to second level support as directed by process and clients
Log and track Service Now incident and request tickets
Ensure service calls from customers are addressed accurately and in timely fashion, with emphasis on customer care
Issue company service bulletins regarding software and hardware outages
Ensure Cross-company requests tracked and acted on per procedure
Bachelor’s degree in any computer related course
Technical customer service experience and strong customer service
Knowledge of Microsoft Office Suite, Lotus Notes, Active Directory and a
Knowledge of HP Service Manager and Service Now a plus
Experience in service desk related field

Senior Service Desk Analyst Resume Examples & Samples

2 years of work experience in a healthcare environment using Cerner and/or Epic
2 years of work experience troubleshooting remote access, mobile devices and Mac platforms
2 years demonstrated experience troubleshooting complex enterprise systems and workflow

Senior Service Desk Analyst Resume Examples & Samples

Possesses broad knowledge of Corporate, Division, and Facility-specific applications, technology and terminology
Has ability and desire to learn customer support processes and techniques
Demonstrated ability to work without supervision
Demonstrated analytical skills and ability to solve problems
Competency in MS Office Suite, call center tracking tools
One to four years work experience in IT customer support arena
Two or more year's operational experience in healthcare line of business

Senior Service Desk Analyst Resume Examples & Samples

Cover for the Service Desk Manager in his absence
Diagnose and resolve problems accurately making sure they are logged correctly and either closed successfully or escalated appropriately to 2nd Line support teams
Seek to document and communicate new fixes and workarounds to 1st & and 2nd Line support teams
Ensure full adherence to escalation procedures in Incident, Problem & Change Management
Take ownership of escalations when asked, deliver solutions
Service Desk T1 call handling
Remote-control tools and their use in diagnosing and resolving software issues or queries
MoD
Other key ITIL processes and support functions
Empathy with customers
Communications (written & verbal)
Active listening
Technical (proactive & reactive)
Business & cultural awareness
Root cause analysis
Ability to remain calm under pressure or through demanding challenges & customers

Sheffield Senior Service Desk Analyst Resume Examples & Samples

Background in Service Desk, Customer Service or Service Management environments
Ability to communicate with all levels of the organisation
Uses own initiative

Senior Service Desk Analyst Resume Examples & Samples

Assist with interpreting policies, strategic planning, design and suggestions for new day to day processes
Expedite reported issues and opportunities for improvement within the department
Use of diagnostic tools for troubleshooting and restoring users functionality
Create and manage network user accounts, troubleshoot and resolve a variety of issues
Create and manage mail accounts, troubleshoot and resolve a variety of issues
Prepare documentation of new functionality or extensions of existing functionality
Suggest knowledgebase cases that would be used by the staff and business users to assist in expediting the resolution of reported issues
Mentor the new hires, act as a lead on urgent and important tasks during the shift
Work in a 24/7 support environment
Complete understanding of all Service Desk functions
Writing knowledgebase cases and FAQ’s (frequently asked question) documentation for IT and external users
Windows XP/2007, MS Office, Outlook, other Windows applications in a Microsoft Active Directory environment and iOS devices
Strong Analytical, Presentation and problem solving skills
Ability to perform system administrator tasks
Ability to manage multiple issues in a fast-paces dynamic environment
Strong listening skills with ability to evaluate and diagnose issues remotely
3 - 5 years’ experience in a Service Desk in a medium to large global corporate environment
3 - 5 years customer service experience
5+ years’ experience in a Service Desk in a medium to large global corporate environment
1 + years’ experience on Oracle Application 11.5.10 with the ability to troubleshoot end-user basic screen error for different modules: Order Management (OM), Supply Chain (INV and PO), and Financial (AP, AR, and GL)

Out of Hours Senior Service Desk Analyst Resume Examples & Samples

Previous IT Helpdesk experience is essential
Ability to use your own initiative as the team night time team are solely responsible for all activities throughout the night
Excellent telephone manner

Senior Service Desk Analyst Resume Examples & Samples

Answer Phone and email
Provide tier 1 and tier 2 incident resolution
Mentor junior Service Desk Techs

Senior Service Desk Analyst Resume Examples & Samples

Answering phone calls in a timely manner, responding to all calls within the Service Level Agreements (SLA)
Providing timely call progress and completion updates to users
Contribution of documentation for the Service Desk
Configuration and maintenance of service desk management tools (e.g. ServiceNow)

Senior Service Desk Analyst Resume Examples & Samples

Perform Service Desk Level 1 and Level 2 Agent activities in support of high-call volume and support backlog periods
Provide technical and process support, advice and direction to Level 1 and Level 2 Agents in providing Incident Management and Change Management activities for end users
Assists Service Desk Administrator in his/her tasks as necessary and as assigned by Service Management or Service Desk Manager
Receive and respond to user inquiries and requests via telephone, email, case tracking system professionally and with speed, accuracy and proficiency
Produces quality work and results
Solve problems using agreed upon procedures
Develop a comprehensive understanding and mastery of all tools
To work in partnership with local management, colleagues and clients at all levels to ensure requests are resolved to the satisfaction of the customer
Previous IT Support / IT Service Desk experience

Senior Service Desk Analyst Resume Examples & Samples

You will be required to analyze, troubleshoot and resolve incidents with the aim of eliminating recurrences and reducing calls to the Service Desk while coordinating with other areas to resolve problems if necessary
Taking receipt of Service Desk support requests and logging them, either for resolution within the Enterprise Toolset or for escalation to other more specialized second level support teams
You will be required to act as a technical escalation point for your team members and to manage team escalations and oversee the priority incidents to completion
You are required to assist your Team Leader for ensuring that the team complies with all relevant Service Delivery and Corporate Policies, Procedures and Work Practices
You are responsible for working to all relevant Service Delivery and Corporate Policies, Procedures and Work Practices
You will conform to the Agent Enablement Program which includes (performance management, development plans, rewards and incentive programs, monthly reporting, etc.)
You will establish in consultation with your Team Leader a personal Training and Development plan
You will ensure that you have available to yourself a relevant Position Description and Goals & Objectives Plan (KPIs)
You will successfully complete the induction procedure for your role
Participate in and promote the rewards scheme that will be leveraged from available corporate programs
Certificate 3 or 4 in Telecommunication systems or other relevant tertiary studies
Understanding of network protocols such as TCP/IP, DNS, SSL and VPN
Previous experience using Service Now, HP SM7 experience

Senior Service Desk Analyst Resume Examples & Samples

Provides application deployment through the use of company approved software distribution mechanisms. Responsible to test and deploy desktop image updates and platform patches as released. Participation in a least one global platform support team. Strict adherence to licensing and accurate inventory is required
Provides support for account administration in times of need. Provide advanced support for remotely connected and travelling users. Identifies and responds to threats of information security
Ensures operation and service documentation (i.e. SOP, Schedules, internal procedures, etc.) are adequate and up-to-date. Train junior staff on updates to operations procedures
Maintains up-to-date knowledge of business continuity
Accurately documents all incidents and request in CSL’s incident management system
Ensures all processes relevant to the sphere of the responsibility are fully documented and up to date
Develops procedure documentation for new applications or platforms and provide training as required
Active Knowledgebase maintaining
Associate’s degree in Computer Science is preferred
4+ years of related work experience required that includes advanced customer service / call center experience, technical knowledge of PC and notebook hardware/software, printers and network, including hands-on or remote troubleshooting experience
Communication and strong customer service skills
Problem determination and trouble-shooting
Technical training or certification in any of the following areas will be a plus

Senior Service Desk Analyst Resume Examples & Samples

Offering advice to end users on all areas of IT, troubleshooting issues and ensuring trust and confidence in IT is maintained
Provide mentoring to the service desk team and act as a point of escalation for any difficult service issues
To ensure effective communication within IT teams and the business through the systematic execution of incident and service request processes – this includes making timely announcements to the business on systems availability and maintenance windows
To actively promote and market IT, including assisting with quality assurance and customer satisfaction surveys
You will be able to proficiently use and understand IT systems and applications (including MS Office and Outlook) and have a basic understanding of an IT administration role
You will be able to speak and write in English
If you can speak Mandarin and write in Simplified Chinese, this would be an added bonus but not essential

Senior Service Desk Analyst Resume Examples & Samples

Comp TIA A+ and Network + preferred
Ability to work independently, make good use of time and prioritize multiple tasks
Experience with cable testing equipment, tone generators for cable tracing, and multi-meter devices
Must possess working knowledge of 66-block and 110-block installations with experience in LRE technologies and fiber converters
Must be able to travel frequently - up to 60% of the time
Must have a valid driver’s license and a good driving record

Senior Service Desk Analyst Resume Examples & Samples

Providing initial first line support for all users of company applications, devices, and services in accordance with confirmed procedures and agreed Service Level Agreements
Using skilful questions, identify as quickly as possible the exact nature and seriousness of the fault being reported
When appropriate, attempt to resolve issues whilst the user remains on the telephone
If necessary, escalating the fault and working with the correct internal support team to enable the successful resolution of the issue
Accurately record all fault information onto the Help Desk call logging system
Update users on the progress of faults, including advice on how best to proceed where appropriate

Senior Service Desk Analyst Resume Examples & Samples

Track request/s and determine current activity on the request/s
Analyse and interpret the request to ensure the classification, prioritisation and escalation of the request is correct
Work closely with colleagues to ensure the swift resolution of faults
Produce breach and other reports that are necessary for the correct operation of our processes

Senior Service Desk Analyst Resume Examples & Samples

Oversee both local and remote administration for our Seattle, LA, and San Francisco locations
Ensure daily tasks and tickets are completed or assigned to the correct support staff
Strong communication skills to be able to work with employees to troubleshoot technical issues
Ability to respond calmly to high pressure situations and to professionally communicate with non-technical staff
Provision new hardware to all new and existing users, utilizing imaging and configuration tools
Help to maintain our network of Windows and macOS laptops—including a variety of standard desktop applications (i.e., Office, Email, Internet Explorer, Anti-Virus), Active Directory, Cloud-based applications, and other laptop peripherals
Manage the Audio/Visual systems (Video Conference; Telephony, Skype) in the Seattle Office—including assisting staff in utilizing AV control systems to start or conduct meetings
General issues resolution for Networking, Printer, Server, and other advanced pieces of infrastructure
Execute on project related work and documentation
Assist in license management and auditing
Align with West Monroe incident, change and problem management, procurement, security, and other processes and policies

Senior Service Desk Analyst Resume Examples & Samples

Bachelor’s degree in IT, MIS or related field or equivalent qualification
Substantial experience in a similar role
Ability to think out of the box and implement innovative and initiatives
Able to demonstrate commitment to tasks with high motivation and sense of urgency

Senior Service Desk Analyst Resume Examples & Samples

A variety of operating systems (ex. Windows 7, Windows 10, Unix etc.) on desktop and server
Customer service and support principles and methods used to deliver a wide range of customer support services
System software, hardware and networking and how they all interconnect/work together
Network configuration techniques, computer equipment and assigned system software
Computer systems installed in customer organizations along with the customer's automation needs to participate in the planning and delivery of a full range of IT customer support services
Principles and methods used for planning and managing the implementation, update, and integration of information system components
Troubleshooting problems and implementing changes on multifaceted and interdependent computer platforms
Modifying application code and devising software patches or workarounds, documenting problems and advising the responsible party on support issues
Using performance tuning tools and techniques that are used to optimize systems functionality in order to meet installation systems requirements
Using system software, IT Security principles and functional application software used throughout the state
Apply troubleshooting and data analysis methods to resolve a wide variety of computer/printer problems
Interact with individuals at all levels throughout the organization
Prioritize workload based on customer needs and impact to the organization

Senior Service Desk Analyst Resume Examples & Samples

MCSA (Microsoft Certified Solution Associate) or RHCSA (Red Hat Certified Systems Administrator) is preferred
ITIL training a plus
Bachelor’s degree in Computer Science, MIS, related field or equivalent
3 to 5 years working experience of in information systems
Experience in Microsoft based systems, including Active Directory, or Linux based systems, internet web farms and hosting
Understanding and working with related functions

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