Help Desk Analyst Resume Sample

Help Desk Analysts are in charge of aiding customers on various computer issues, and they work in the IT department of companies. Their duties include providing technical support and solutions, testing and installing computer systems and software, maintaining records on computer issues, collaborating with senior staff on complex issues, providing onsite support for repairs and installations, and follow-up with customers to see if their concerns have been resolved.

For many, writing a resume can be daunting. If you are working on your own, it is easy to become overwhelmed with the amount of information you need to include and how best to present yourself.

The sample resumes below provide great examples of how to write an effective resume.

The Best Help Desk Analyst Resume Samples

These are some examples of accomplishments we have handpicked from real Help Desk Analyst resumes for your reference.

Help Desk Analyst Resume Sample 1

Resolved customer computer problems by following documented procedures.
Provided third-level support to customers via telephone and email for all software, hardware, and peripherals.
Troubleshot workstation issues that were identified by other employees.
Provided technical guidance on password security, desktop operating system updates, antivirus protection, firewall settings, wireless configurations, printer maintenance and installation of new hardware/software to customers in the company headquarters building.
Increased technician productivity by providing remote customer screen sharing support; reduced calls to field technicians by 24%.

Help Desk Analyst Resume Sample 2

Provided cost-effectiveness in the planning, installation and maintenance of equipment and software.
Implemented new systems for inventory control including mobile telephone technology to track location of assets.
Acted as a liaison between internal customers and application support staff; often resolved complicated issues with little knowledge about system architecture or technical functions.
Spearheaded initiative to increase the efficiency of dispersed IT resources by coordinating their activities via an online project management portal.
Assisted company’s initiative to use virtualization technology which provided increased data center capacity without increasing operational costs.

Help Desk Analyst Resume Sample 3

Provided over one-thousand hours of work concerning user and network administration, incident and problem resolution, documentation and communication.
Recognized by the Network Administrator for outstanding contribution in providing high-level support to the users within the company.
Was given an award by management for saving $500,000 through IT process reengineering.
Received a Community Service Leadership Award from Oregon’s Governor’s Office of Community Service for distinguished service in community outreach.
Solved complex problems involving multiple technologies; received highest acclamation from Vice President of Information Technology.

Help Desk Analyst Resume Sample 4

Implemented new computer network to increase efficiency, while ensuring compatibility with existing hardware.
Provided personalized support to 75 customers by diagnosing problems and answering over the phone queries over 200 times in a month.
Increased user productivity by resolving 20 technical issues within an hour of being assigned. Identified root cause analysis of recurring errors.
Developed software applications that streamlined data warehousing, streamlining workflows for 100 employees at 8 sites around the country.
Troubleshot production system failures within two hours while providing superior customer service; earned admiration from team members and managers alike.

Help Desk Analyst Resume Sample 5

Provided first-level technical support to internal/external customers for PC hardware, software, and network connectivity problems via telephone by resolving issues to full satisfaction of customer.
Diagnosed, researched, and resolved many user account management problems including password resets and profile restorations; recognized by managers as top performer in team.
Improved help desk operations through documentation of standard operating procedures (SOPs) based on the ITIL framework that were well received by senior management; initiated cross-departmental collaboration leveraging product knowledge with developers to improve support for company products.
Innovated improvements in our service delivery model along with other members of the team to increase overall customer satisfaction ratings including receiving a special recognition from management on innovative thinking.
Helped to establish a first-class support team which was recognized as an elite group.

Help Desk Analyst Resume Sample 6

Provided first-tier support of email, printers, and business applications.
Troubleshooting assistance with Outlook (connectivity issues), Office (installation errors), and Web browsers (website connectivity).
Conducted research to resolve complex technical issues that were escalated by internal customers; led the department in average call resolution time.
Authored training for users on best practices for Microsoft Office 2010 – Excel, Word, Powerpoint (laser pointer functions).
Presented new functionalities of Microsoft Windows 7 during company-wide corporate initiative launch; provided customer service skills coaching to team members.

Help Desk Analyst Resume Sample 7

Resolved in excess of 800 customer computer issues; up to 20 per day.
Maintained an average first call resolution (FCR) rate of 99%.
Authored internal training for new help desk staff on common cause analysis and fault isolation.
Introduced company-wide cable installation guidelines resulting in time savings up to 36 days per week.
Handled telephone system upgrades, server moves, replacing hardware, and added memory for 100+ computers per month.

Help Desk Analyst Resume Sample 8

Identified the source of frequent call escalations in less than 30 minutes; recognized by senior group lead for quick resolution to customer concerns.
Assisted in troubleshooting over 20,000 calls in one year; continued training in Windows Server 2003 and Windows 7 administration to stay current with company products.
Enabled local dial-in users to access network resources after installing VPN software on 100 clients within 24 hours; received appreciation note from Chief Information Officer (CIO) requesting assistance with other projects.
Consulted IT director on installation of upgraded anti-virus system that would meet corporate standards; designed security architecture around new hardware configuration that streamlined critical data backups.
Developed six month training course on Windows 7 platform; led sessions to ensure user familiarity with software’s configurations and upgrades.

Help Desk Analyst Resume Sample 9

Resolved customer issues with blog, e-mail, and mobile device connectivity; restored user permissions; streamlined and installed new programs and updates.
Assisted in the preparation for a public launch of 12 new software packages to hundreds of users within a large company.
Improved training procedures by developing tutorial videos on commonly used applications; these videos were viewed by thousands of people daily.
Demonstrated superior knowledge as help desk team lead during an increase in call volume from 5 per day to 735 calls per day over a period of just four months.
Collaborated with web engineers to design user interface for $1M business application that was completed on time and under budget.

Help Desk Analyst Resume Sample 10

Provided customers with efficient and productive standard solutions after troubleshooting technology issues.
Resolved problems associated with the hardware, software, network connectivity, printers, scanners, copiers, faxes, phones and cellular devices.
Spearheaded a project to improve company-wide efficiency while reducing call volume by implementing a work order system.
Launched a new call center phone directory for help desk staff members resulting in improved productivity through better use of technology resources.
Received an award from the CEO for saving the company thousands of dollars in potential data loss after creating backup plans for servers before transferring locations.

Help Desk Analyst Resume Sample 11

Diagnosed and resolved numerous hardware, operating system, and software problems for 95 users in the building.
Provided technical support to all employees in need of computer-related assistance; delivered service with a friendly attitude despite stressful circumstances.
Pedagogical approach improved IT literacy among coworkers; facilitated preparation for PC troubleshooting Certification Exam by 75 percent of available staff.
Implemented new help desk procedures resulting in increased efficiency; streamlined practices to expedite request fulfillment more than 30 percent.
Delivered exceptional quality of customer service even under demanding circumstances; maintained composure during crisis involving 442 unresolved issues on one day.

Help Desk Analyst Resume Sample 12

Provided unscripted, tailored customer support for enterprise customers on the phone and in person.
Achieved several prestigious recognitions for my information technology leadership skills.
Point man for a three-month network upgrade project; managed a team of 12 technicians to ensure a successful implementation of a Cisco Based Network within tight deadlines.
Created comprehensive testing process and documentation resulting in dramatic increase in efficiency, resource utilization, and availability rates.
Introduced self-developed program that reduced customer service response time from over an hour to under ten minutes resulting in decrease in wait times by 40%.

Wrap Up

To work as a Help Desk Analyst, you must have a bachelor’s degree in Computer Science or Information Technology. Help Desk Analysts must demonstrate strong computer skills, communication skills, organizational skills, customer service skills, troubleshooting, analytical skills, and multitasking.

Resumes are a crucial aspect of any job search. In order to make a good first impression, it is important that your resume be formatted and written professionally. To create the perfect resume, think about what skills and qualities you want your future employer to see.

Hope these samples gave you an idea of what your resume should look like and some tips on how to make sure that your resume stands out from the rest.

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