Help Desk Analyst Resume

Posted in Analyst Resume Examples

Jason Malm
2555 Flat Shoals Rd, Apt 1202
Buffalo, NY 14215
(123)-123-1234
[email]

Job Objective To secure a position as Help Desk Analyst with a well established organization.

Highlights of Qualifications:

  • Sound knowledge of call-center and telephone customer service environment
  • Profound knowledge of Help Desk position
  • Excellent communication and writing skills
  • Proficient in Excel, Visio, PowerPoint, Project, Word, Microsoft Access, and data manipulation
  • Excellent analytical and critical thinking skills
  • Familiar with Windows 2000, XP, Vista, and database applications


Ability to troubleshoot and repair software and hardware problems
Ability to use Help Desk standards and follow guidelines

Professional Experience:
Help Desk Analyst
CIBER, Inc., Buffalo, NY
August 2005 – Present

  • Attended inbound Help Desk calls, processed tickets.
  • Responded to voicemail messages within a timely manner.
  • Transferred tickets accurately to second level support when needed.
  • Resolved and assisted users with various systems issues including PC/laptop, printer, software, hardware, and database problems.
  • Closed Help Desk tickets and communicated resolution to the user.
  • Tracked all calls in a detailed and accurate fashion utilizing Help Desk software.

Help Desk Analyst
DB Professionals, Inc., Buffalo, NY
May 2000 – July 2005

  • Resolved, corrected, isolated all service requests during the initial call.
  • Routed all service requests to the designated staff as appropriate.
  • Responded to other forms of service requests received e-mail and voice mail.
  • Communicated with the end-user to convey the status of the service request and the expected resolution time.
  • Escalated the resolution process when unable to resolve remotely and customer satisfaction issues.

Education
Associate Degree in Computer Sciences
University of California, Berkeley, CA


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