), Previous experience with ticketing systems (what are they? Monitored tickets created by self and other team members and followed up with branches. Provided support by resolving end-user application problems which included; general questions, set-up user accounts, reset admin passwords, re-installing Operating Systems, drive reimaging, drive/media backups and system restores, etc. Maintaining the phone matrix, Be a good listener - No time will be saved if we talk over the Branches, so be very courteous, professional and wait for a natural break in the conversation before asking questions. Upon identification of possible broader, systemic issues independently take action to contact the SOD (second level support), clarify causes provide support to rectify and develop a recommendation for actions to manage the customer experience, Assist customers in trouble shooting and resolving issues during deployment and ongoing use of products and services, effectively diagnosing and working through complex problems with a high level of accuracy and with a focus on providing exceptional customer service.Act as a first level escalation point for other Help Desk Analysts with clients, strategic partners; TPS sales and product management to ensure issue resolution. Experience supporting and configuring TCP/IP, Active Directory, and Windows Server 2008R2/2012R2, Windows 7, Windows 8, Windows 10 , and Linux experience preferred, Manage multiple tasks and projects, while anticipating the technical support needs of the employees, Create/Deploy images for both laptop and desktops for end users, Hardware inventory management, equipment orders, Install, modify and make minor repairs to hardware and software systems, Responsible for the installation, configuration and upgrade of computer hardware and software (workstations, multi-display setups, printers, mobile devices), Resolve end-user incidents and process requests upon first contact via Phone, Email and Chat, Clearly document user issues and troubleshooting steps, Previous Help Desk/Call Center experience, Takes the necessary steps to recognize problems as communicated by the user, Researches, isolates, and resolves the problem within areas of expertise. So, how should we list education on our help desk resume? Provided user training and continual support of software, hardware, applications, and related programs. Use these resumes as templates to get help creating the best IT Service Desk Analyst resume. Determined the most effective manner to resolve user's technical issue. Asked probing questions and researching, analyzing and rectifying problems. Monitored call activity, and closing calls in designated call tracking systems, Partnered with Tier II and Tier III help desk peers to resolve complex problems that required escalation, Provided customized help desk support for major law firms, Diagnosed and documented client technical issues, Supported software migration to Windows 7 and Office 2010, Trained for IT troubleshooting, incident resolution, and problem solving, Documented help desk tickets/resolutions, and provided overall assistance in daily administration, Performed set-up, break-down, and transport of customer equipment on an as-needed basis, Responded to queries pertinent to package details, email configurations and search engine submission packages. All sites down greater than 24 hrs.need brief description as to next steps to bring machines back in service, Maintaining the “ATM Project Report Log” that documents all projects and problems that are encountered, ATM Services is here to assist all callers. Develops and maintains process resolution documentation, flow sheets, and procedural references, Provide first and second level support for a diverse customer base of students, staff, and faculty while following documented support procedures, Maintain a high level of expertise required to troubleshoot and resolve support issues with an average first level resolution of 70% or greater, Log all support issues with a high degree of accuracy and detail, Appropriately assign all first level unresolvable issues to the appropriate individuals or teams, Analyzes, troubleshoots and resolves problems with a goal of 85% First Call Resolution, escalates appropriately when necessary, Logs all help desk calls or email requests into the IT Service Management System and updates incident and/or problem information, Meets the business need by providing a workaround, sets and meets expectations, Follows up, ensuring the issue is resolved or the request is satisfied, Contributes to the IT Service Management knowledge-base, Practices total contact ownership from acknowledgement to closure, Contributes to the good of the IT Department and the entire firm, Participates in new application testing and special projects, A mobile device and laptop will be provided by the firm, home internet access is required and the cost will be supplemented by the firm, This position is part of the Technology Operations Support Group, providing remote, first-responder assistance to end-users, and may require after-hours, weekends, and holidays for emergencies and scheduled projects/tasks, Proficient in Microsoft Office versions 2007 and 2010, Experience in administration with Windows XP & 7, Triage support requests in an efficient and timely manner - resolving those within the purview of Tier 1, escalating other tickets to appropriate next level support staff, Create and maintain documentation for 1st level support solutions and processes, Create and maintain instructional documentation for end users, Assist with hardware deployments and support when called upon, Serve as the initial point of contact for users' software and hardware issues and will also work with the other members of the IT department for quick and courteous resolutions, Provide primary Help Desk and troubleshooting support via the Help Desk Hotline, Work in concert with other members of the Information Technology Department to troubleshoot more complex user technical problems, Answer Help Desk calls at all times during the scheduled workday, on after-hours rotation, and at other times as requested or assigned including weekends, Take primary responsibility for Track-it (ticket creation/tracking) database; log incidents into Track-it System in a timely manner, Assist the other members of the Information Technology Department in planning and carrying out technical projects, including planning, implementing, assisting in the installation and setup of software products and hardware and other duties as assigned, Responding to telephone calls, email, and call center tracking requests for technical support, Documenting, tracking, and monitoring problems to ensure a timely resolution, Monitoring the Group mailbox for the help desk to create cases from submitted issues, Providing Desktop Support for local and remote ShopperTrak employees, Managing user account in multiple systems, such as email and directory services, Participating in Research and Development activity as needed to progress ShopperTrak’s new or improved products, processes, or formulas, Perform workstation setup, moves, ads, changes, Facilitate the repair of systems under factory warranty or service agreement, Maintain local network/connection floor plans. Monitored emails from Business Partners and [company name] Internal staff and assisted Business Partners with navigation of the Global Solution Directory Web site. This includes escalation and completion of Priority One tickets. It will help you outline which skills and experience is the most important in 2020, as well as to demonstrate culture fit by showcasing your personal strengths and key drivers. Led team to lower total cost by 15% by maintaining a very low "transfer rate". Effectively, professionally, and respectfully represented Information Technology staff members, teams, and their services to HealthPort field users and external customers. A typical sample IT Help Desk Support Resume highlights duties such as – providing technical assistance through phone or email, performing remote troubleshooting service through diagnostic techniques, delivering effective solutions, providing accurate information on IT product and service, following up and updating customer information and status; installing computer peripherals and training computer users. Re-install or update software as needed remotely or re-image computers with USARC approved base image for all LIS versions, to include re-joining to the AR domain. Performed regularly scheduled checks of network health, server sanity, and backup logs. Save Image. Implemented new operating systems including back-up system and upgrades. Regularly meets with other IT support groups, TCC management, or TCC Team Lead to discuss additional troubleshooting and issue resolution skill set and potential training opportunities, Applies expert knowledge of and adherence to all documented processes concerning Beacon Health Options procedures such as, The Priority One Process, Global Communications, Ticket Escalations, Service Level Agreements, etc, Understand and complies with the Monthly Call Center Metric which include: First Call Resolution, Ticket to Call Ratio, NICE Score, Average Talk Time, and Ticket SLA. Maintained efficient customer service while documenting every transaction. The remaining two sec The best examples from thousands of real-world resumes, Handpicked by resume experts based on rigorous standards, Tailored for various backgrounds and experience levels. Escalating complex incidents to 2nd level support teams. Regularly monitors all automated issue tracking queues to ensure all tickets have been addressed and routed appropriately, Applies intermediate to expert knowledge of all systems to each incident in order to identify critical system outages versus non-critical, and then initiate system-wide responses as appropriate to the level of criticality, appropriately following established policies and procedures through to resolution. Provided front line technical support via phone/email/in-person, focusing on customer service. It Help Desk Support Analyst Sample Resume. ), Proficiency with MS-Office software, Google Apps, Project and Visio, Understanding of radiology applications and workflow, Technical knowledge of hardware, software and network systems, Outstanding customer service orientation and skills, Ability to prioritize and manage multiple activities in a critical environment, Strong team player skills and orientation, Clear and professional communication capabilities, 3) 1-3 years supporting mobile devices (iPhone, Android, BlackBerry, etc...), Escalate issues to second level support when the solution is unknown or cannot be found within 20 minutes, Supports all hardware and software for designated platforms, Works with Team to achieve performance goals and increase productivity, Respond to customer support calls logged in ServiceNow (call logging application) in a friendly and efficient manner, Log all calls in a detailed manner with accurate support call information to provide customers and IT with timely updates on potential new support issues, Analyze incoming calls and be proactive to discover and determine permanent resolutions to support issues and communicate these findings to others in the department, Maintain/update accurate solution documentation in ServiceNow Knowledge base, Document inventory assets such as new hardware installs and replacements using Kwik Trip’s ServiceNow Asset Tracking System Develop and maintain storage system documentation, Helpdesk, computers and software troubleshooting, network experience, hardware setup and repair, software installation, Knowledge of PC operating systems (Windows 7, Windows 8, Windows 10, general networking (LAN WAN TCP/IP), Microsoft Office 2013 or better (Word, Excel, Outlook, Access, OneNote, Project, PowerPoint), Demonstrated ability to communicate effectively with end users, Strong analytical skills that enable this person to collect information and interpret data in order to troubleshoot and solve problems, Ability to multitask and perform work in an organized, timely manner; ability to work independently with minimal supervision, Support end user requirements and questions concerning E9-1-1 systems and AtHoc enterprise IWS Operation, Administration, alerting, and self-registration, Support Help Desk Manager to ensure Tier 1 staff are sufficiently informed and trained to provide first response support of fielded systems, Assist with installations, assist with deploying s/w patches/fixes, and assist with testing to confirm proper functionality, Exercise discretion and independent judgment while providing support to business users, Investigate, solve problems and provide support to customers, vendors and employees, HS Diploma and less than 1 year of knowledge and experience with basic customer relationship management, and/or emergency management, Must be willing to obtain Secret Clearance, Training, certification or coursework relating to personal computers and networking components, Gain knowledge and usability of EAB products and services, while providing daily Tier 1 support to our member community, Triage Tier 2 support to EAB PT teams, gaining direct exposure to Business Analyst and Consultant teams, roles, and responsibilities, Develop presentation and report deliverables for both internal and external customers, Responsible for member communication and expectation setting through daily interactions involving data issues and change requests, Troubleshoot technical and non-technical issues in order to perform root cause analysis, including the ability to identify and implement corrective and preventive measures, Track status of specific support tasks and projects using Salesforce platform, Execute ad hoc special projects for Performance Technologies delivery teams, supporting the department’s strategic priorities, Participate in user acceptance testing related to resolved defects and new functionality, Recommend initiatives geared toward support process improvement, Perform administrative functions related to support delivery, including: tracking support requests, completing paperwork, scheduling appointments and generating documentation, Able to work independently and autonomously, Proven customer service skills with a focus on attention to detail, Experience working with Excel and aptitude to learn advanced Excel functionality, 1+ years of experience in an application support setting, 1+ years of experience in project management and client management, Understand and write SQL statements to update and insert data and write ad-hoc queries (experience with SQL), Experience with Salesforce or other CRM tools, Perform duties relating to the development, maintenance and support of the organization’s information technology, Provide support to end users on a variety of IT issues, Identify, research and resolve technical problems, Respond to telephone calls, email and personnel requests for technical support, Document, track and monitor problems to ensure a timely resolution, 3-5 years experience with supporting Airwatch or other MDM. 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