help desk analyst resume examples

• • Successfully handled and resolved more than 1,000 technical issues in a quarter, ensuring business continuity.
• • Collaborated on the implementation of new technologies that improved technical team productivity by 35%.
• • Executed transformation projects enhancing the companies IT roadmap resulting in 25% cost reduction.
• • Managed and trained a team of 5 junior IT support staff, increasing the efficiency by 30%.
• • Reduced customer complaint rate by 50% by improving the technical problem-solving process.
• • Implemented a IT onboarding process for new technologies reducing the adoption time by 40%.
• • Implemented a new ticketing process using Jira improving the issue resolution time by 30%.
• • Managed over 500 technical inquiries per month with a resolution rate of 98%.
• • Played a key role in a city-wide project to upgrade all technical systems to the latest standards.

5 Service Desk Analyst Resume Examples & Guide for 2024

When crafting your service desk analyst resume, ensure it highlights your expertise in customer support. Showcase your proficiency in troubleshooting and resolving technical issues promptly. Demonstrate your strong communication skills and ability to document solutions clearly. Your resume should reflect your capacity to effectively liaise between IT departments and end-users.

All resume examples in this guide

Resume Guide

Styling your service desk analyst resume: layout and format.

Designing your service desk analyst resume experience to grab recruiters' attention

Creating your service desk analyst resume skills section: balancing hard skills and soft skills

Optimizing the education and certification sections of your service desk analyst resume, summary or objective: maximizing the impact of the top third of your resume, extra sections to boost your service desk analyst resume, key takeaways.

Service Desk Analysts often struggle with articulating the technical nature of their job in a manner that's easily understandable and appealing to non-technical hiring managers. Our guide offers detailed instructions on how to translate complex IT terminologies into simple, action-oriented language that highlights your problem-solving skills and your ability to provide excellent customer service.

Dive into our concise guide to learn how to:

• Show your service desk analyst career's brightest moments through your resume's summary, objective, and experience sections.
• Explore top-notch service desk analyst resume examples to understand how to distinguish yourself from other candidates.
• Identify the most sought-after service desk analyst skills and certifications in the industry.
• Design a structured yet unique resume layout.

Recommended reads:

• IT System Administrator resume
• Windows System Administrator resume
• Product Support Specialist resume
• Application Support Analyst resume
• Application Support Specialist resume

Pondering the ideal length for your service desk analyst resume? Experts suggest keeping it between one and two pages. Opt for the two-page format if you boast over a decade of pertinent experience. Moreover, the resume format you choose is pivotal in showcasing your experience. Consider the:

• Reverse-chronological resume format to spotlight your career journey;
• Functional skill-based resume format if you're light on experience but want to emphasize skills;
• Hybrid resume format to provide recruiters a comprehensive view of both your experience and skills.

Here are some additional tips for your service desk analyst resume layout :

• Keep your headline straightforward: mention the job you're targeting, a notable certification abbreviation, or your professional specialty;
• Always customize your service desk analyst resume for the specific role, aligning job requirements with your experience in various resume sections;
• After finalizing your resume, save it as a PDF (unless instructed otherwise) to maintain its readability and layout consistency.

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Drop your resume here or choose a file . PDF & DOCX only. Max 2MB file size.

Consider incorporating design elements like icons or charts to enhance your resume's visual appeal and readability. But remember, the key is subtlety; don't let design overshadow content.

Key sections to include in your service desk analyst resume are:

• The header - with your contact details (like email and phone number), a link to your portfolio, and a headline.
• The summary (or objective) - highlighting the high points of your career so far.
• The experience section - limit yourself to six bullets per role to focus on specific results.
• The skills list - offering a balanced mix of your personal and professional talents.
• Education and certification - displaying your most relevant degrees and certificates for the service desk analyst role.

What recruiters want to see on your resume:

• Technical Proficiency: Demonstrable knowledge in IT services and systems, including software, hardware, and networks.
• Customer Service Skills: Excellent interpersonal skills to provide top-notch customer service, both over the phone and in person.
• Troubleshooting Abilities: Proven experience in diagnosing, troubleshooting, and resolving technical issues.
• Incident Management: Experience with ticketing systems and familiarity with SLAs (Service Level Agreements).
• Communication Skills: Ability to clearly explain technical issues to non-technical users.
• How to Use Resume Lines
• Resume in PDF or Word

Designing your service desk analyst resume experience to grab recruiters' attention

For the service desk analyst position, it's crucial to show how your expertise matches what they're looking for.

Your resume experience section can be a game-changer. Ensure you:

• Feature roles most relevant to the service desk analyst job you're targeting.
• Avoid diving too deep into ancient history - unless what you did a decade ago is super relevant to the service desk analyst role.
• Structure each bullet to first describe what you did, followed by the skills you utilized, and then the impact of your efforts.
• Quantify your achievements with numbers, possibly highlighting the broader impact on the organization.
• Emphasize transferable skills - those you've gained in past roles that could be valuable in your new role. This showcases your unique professional value.

Crafting the experience section doesn't mean detailing every job you've ever had. Check out the service desk analyst resume samples below to see how top professionals present their experience.

• Provided technical support to end-users, resolving over 200 hardware and software issues per month.
• Collaborated with cross-functional teams to implement a knowledge base system, resulting in a 30% reduction in support ticket resolution time.
• Conducted training sessions for new hires on IT processes and best practices.
• Managed and maintained inventory of computer equipment, ensuring accurate asset tracking and timely replacements.
• Delivered exceptional customer service, achieving a satisfaction rating of 95% from end-users.
• Supported and administered Active Directory accounts, managing user access and permissions.
• Performed troubleshooting and diagnosis of network connectivity issues, reducing downtime by 20%.
• Collaborated with vendors to procure and deploy hardware and software upgrades, enhancing system performance.
• Assisted in the implementation of an Incident Management System, streamlining ticket handling processes.
• Provided first-level technical assistance to end-users, achieving a 85% average first-call resolution rate.
• Created and updated documentation for standard operating procedures, enabling efficient knowledge sharing.
• Contributed to the development of self-help resources, reducing reliance on external support by 25%.
• Responded to service requests and incident tickets, maintaining a high level of customer satisfaction.
• Performed hardware and software installations, ensuring compatibility and adherence to company standards.
• Assisted in the setup and configuration of virtual desktop infrastructure, supporting remote work capabilities.
• Collaborated with team members on IT projects, such as system upgrades and migrations.
• Provided end-user support via phone, email, and in-person, troubleshooting technical issues effectively.
• Administered user accounts and permissions in Active Directory and various business applications.
• Managed and resolved incidents within defined service level agreements (SLAs).
• Assisted in the development and implementation of an automated ticketing system, improving efficiency by 15%.
• Coordinated with cross-functional teams to ensure timely resolution of critical incidents, minimizing business impact.
• Developed and updated knowledge base articles to enable self-service for common IT issues.
• Participated in the rollout of a new IT service management (ITSM) tool, improving incident tracking and reporting.
• Conducted root cause analysis for major incidents, identifying and implementing preventive measures.
• Provided remote support to a geographically dispersed user base, ensuring seamless access to IT services.
• Collaborated with second and third-level technical teams to resolve complex issues within prescribed SLAs.
• Assisted in the migration of email services to a cloud-based platform, improving reliability and scalability.
• Implemented proactive monitoring solutions to identify and address potential system vulnerabilities.
• Performed data analysis on support ticket trends, identifying areas for process improvement.
• Led a team of service desk analysts, providing guidance and support for incident management.
• Developed and conducted training programs for end-users, promoting self-help and reducing support dependency.
• Contributed to the development of a service catalog, enhancing service request fulfillment efficiency.
• Managed service desk operations, ensuring adherence to service level agreements and key performance indicators.
• Implemented ITIL best practices, resulting in improved incident response and resolution times.
• Coordinated with vendors and suppliers to ensure timely delivery of IT equipment and software licenses.
• Participated in the evaluation and selection of a new ITSM tool, leading to enhanced service management capabilities.
• Provided on-site support during system upgrades, minimizing user disruptions and ensuring smooth transitions.
• Managed a team of service desk analysts, conducting performance evaluations and fostering professional growth.
• Implemented a centralized asset management system, improving inventory tracking accuracy by 20%.
• Developed and implemented IT policies and procedures, ensuring compliance with industry regulations.

Quantifying impact on your resume

• Include the number of end-users you supported on a daily or monthly basis to underline the volume of work you can handle.
• List the percentage reduction in service tickets or issues following your input, demonstrating problem-solving skills and effectiveness.
• Mention the number of IT projects you've participated in or led, showing your project management and teamwork abilities.
• Note the average wait time for users before and after your involvement, suggesting your ability to improve efficiency and customer satisfaction.
• Enumerate any quantitative achievements related to system uptime or reliability, displaying your contribution to business continuity.
• Specify the diversity in types of software, hardware, or systems you have experience with, proving your versatility and adaptability.
• Detail the size of the team(s) you've worked within, indicating your ability to collaborate in different team dynamics.
• Report any key performance indicators (KPIs) that you have consistently met or exceeded, showcasing your commitment to achieving objectives.

Strategies for candidates with limited or no experience

Even if you're light on experience, other facets of your service desk analyst resume can resonate with job requirements:

• Education: Detail skills acquired that dovetail with job expectations.
• Internships & Temporary Roles: Spotlight roles that underscore your relevant expertise.
• Skills: Address both foundational and nuanced job qualifications.
• Strengths & Achievements: Illuminate the distinct value you bring, even if you're newer to the industry.
• Resume Without Work Experience
• Resume Job Description

When detailing your career journey, there's no need to delve deep into early roles. Prioritize what resonates with recruiters. For senior positions, a decade-long retrospective can effectively illustrate your evolution.

Recruiters hiring for service desk analyst roles are always keen on hiring candidates with relevant technical and people talents.

Hard skills or technical ones are quite beneficial for the industry - as they refer to your competency with particular software and technologies.

Meanwhile, your soft (or people) skills are quite crucial to yours and the company's professional growth as they detail how you'd cooperate and interact in your potential environment.

Here's how to describe your hard and soft skill set in your service desk analyst resume:

• Consider what the key job requirements are and list those towards the top of your skills section.
• Think of individual, specific skills that help you stand out amongst competitors, and detail how they've helped you succeed in the past.
• Look to the future of the industry and list all software/ technologies which are forward-facing.
• Create a separate, technical skills section to supplement your experience and further align with the service desk analyst job advert.

Find the perfect balance between your resume hard and soft skills with our two lists.

Top skills for your service desk analyst resume

ITIL Knowledge

Issue Tracking Systems (like JIRA)

Knowledge of Operating Systems (Windows, MacOS, Linux)

Troubleshooting Hardware/Software Issues

Understanding of Network Technologies (LAN, WAN, VPN)

Familiarity with Cloud Platforms (AWS, Azure, Google Cloud)

Ticketing System Experience (like ServiceNow)

Remote Desktop Tools

Basic Programming Knowledge

Cybersecurity Principles

Problem Solving

Communication Skills

Customer Service Orientation

Time Management

Adaptability

Attention to Detail

Teamwork and Collaboration

Critical Thinking

Multitasking

Consider dedicating a separate skills section on your service desk analyst resume to showcase your technical proficiencies, especially if you want to highlight specific software expertise.

Your education and certification sections can be game-changers on your service desk analyst resume, showcasing your commitment to professional growth.

For the education section :

• Highlight advanced education, noting the institution and duration.
• If you're currently studying, mention your expected graduation date.
• Exclude degrees that don't align with the job's requirements.
• If relevant, delve into your academic journey, spotlighting significant achievements.

When listing degrees and certifications:

• Feature those directly relevant to the role.
• Highlight recent and significant knowledge or certifications at the top of your resume.
• Provide essential details like the issuing institution and dates for credibility.
• Avoid listing irrelevant degrees or certifications, such as your high school diploma or unrelated specializations.

Remember, even if you're tempted to omit your education or certifications, they can offer a competitive edge, signaling a long-term commitment to the industry.

Best certifications to list on your resume

• CompTIA A+ - CompTIA
• MCSA: Windows 10 - Microsoft
• CCNA Routing and Switching - Cisco
• ITIL Foundation - ITIL
• AWS Certified SysOps Administrator - Amazon Web Services

If you're in the process of obtaining your certificate or degree, list the expected date you're supposed to graduate or be certified.

• Expected Graduation Date Resume
• Activities Resume for College

The top third of your service desk analyst resume is crucial. It's often the first thing recruiters see and can set the tone for the rest of your application.

Whether you choose a resume summary or a resume objective , make it count. The former is great for showcasing career highlights, while the latter balances your achievements with your future aspirations.

Both should be tailored to the role, as there's no universal approach to crafting the perfect service desk analyst summary or objective. Use the examples below as a starting point.

Resume summary and objective examples for a service desk analyst resume

• With an impressive 10-year career in IT support, this professional comes equipped with a firm grasp of troubleshooting frameworks and exceptional interpersonal skills. Having collaborated on various high-stake projects at IBM, they played a pivotal role in achieving a 98% customer satisfaction rate in their previous position.
• A seasoned software engineer from Google, transitioning into service desk analysis after discovering a passion for providing technical assistance. Wields an extensive knowledge of programming languages and has consistently been praised for their ability to swiftly resolve complex system issues. Their crowning achievement includes reducing system down-time by 20%.
• An accomplished financial analyst from Amazon, now seeking to leverage their analytical prowess in the realm of service desk analysis. They possess a strong background in problem-solving and data interpretation, having led a team that significantly improved operational efficiency by 30%, using data-driven strategies in their former role.
• Holding 7 years of experience in telecommunications, this applicant is no stranger to handling intricate technical inquiries and complex problem resolution. During their tenure at Verizon, they were instrumental in enhancing the efficiency of customer-facing applications while achieving a commendable reduction in backend errors.
• Certified in ITIL practices and armed with a Computer Science degree, this recent graduate is eager to embark on a Service Desk Analyst career path. Aiming to apply exceptional problem-solving skills and a deep understanding of technology to efficiently resolve user issues and contribute to company growth.
• Aspiring to initiate a career as a Service Desk Analyst, this individual brings forth a robust academic foundation in Information Technology. They are eager to employ their advanced knowledge of networking principles and hardware diagnosis, as well as their outstanding communication skills, to aid in the facilitation of smooth operations within a dynamic tech environment.

Recruiters love candidates who offer more. Share your personality or extra industry credentials. Consider adding:

• Projects showcasing standout work.
• Top awards or recognitions.
• Relevant publications .
• Hobbies and interests that reveal more about you.
• Your resume's layout should be both visually appealing and content-rich.
• Emphasize achievements that resonate with the job's requirements.
• Detail your skills, both technical and interpersonal, with real-world examples.
• Ensure the top section of your resume provides a clear snapshot of who you are and what you offer.
• When detailing experience, focus on tasks, actions, and their outcomes.

Looking to build your own Service Desk Analyst resume?

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Help Desk Analyst resume examples for 2024

A help desk analyst resume should showcase a candidate's ability to troubleshoot technical issues, provide customer service, and troubleshoot using remote desktop, VPN, and other tools. Strong problem-solving skills and the ability to prioritize escalations are also crucial. According to Curtis Welborn , Professor at Utah Valley University, "Our students who complete the Compiler course get jobs, not because companies are building a compiler but because companies know that someone who can build a compiler can most likely do anything they would want done. So people should not focus on finding that thing that makes their resume look good today. Just be great at everything you do. Take hard classes, and excel at them. Learn EVERYTHING you can, and companies will want you."

Help Desk Analyst resume example

How to format your help desk analyst resume:.

• Match the job title on your resume to the application for a Help Desk Analyst position.
• In your work experience section, highlight achievements that showcase your problem-solving skills and ability to assist users with technical issues.
• Aim to fit your resume on one page, focusing on relevant experience and avoiding unnecessary details.
• According to Dr. Lesley Farmer , Professor of Library Media, 'Many employees have trouble pivoting to online work...so in the short term, tech support and instructional design jobs are in high demand.' Consider showcasing any experience or skills related to these areas.
• Dr. Lesley Farmer also suggests that 'internships are probably the best option' for career advancement. If you have internship experience, consider highlighting it to demonstrate your commitment to the field.
• Dr. Lesley Farmer recommends joining professional associations to 'keep current and network.' This can help you stay informed about industry trends and connect with other professionals.
• When starting a new job, Dr. Lesley Farmer advises to 'learn about the organizational culture and develop trustful relationships...make one memorable contribution the first month, but focus on becoming an expert before changing others.'

Choose from 10+ customizable help desk analyst resume templates

Choose from a variety of easy-to-use help desk analyst resume templates and get expert advice from Zippia’s AI resume writer along the way. Using pre-approved templates, you can rest assured that the structure and format of your help desk analyst resume is top notch. Choose a template with the colors, fonts & text sizes that are appropriate for your industry.

Help Desk Analyst resume format and sections

1. add contact information to your help desk analyst resume.

Help Desk Analyst Resume Contact Information Example # 1

Montgomery, AL 36043| 333-111-2222 | [email protected]

2. Add relevant education to your help desk analyst resume

Your resume's education section should include:

• The name of your school
• The date you graduated ( Month, Year or Year are both appropriate)
• The name of your degree

If you graduated more than 15 years ago, you should consider dropping your graduation date to avoid age discrimination.

Optional subsections for your education section include:

• Academic awards (Dean's List, Latin honors, etc. )
• GPA (if you're a recent graduate and your GPA was 3.5+)
• Extra certifications
• Academic projects (thesis, dissertation, etc. )

Other tips to consider when writing your education section include:

• If you're a recent graduate, you might opt to place your education section above your experience section
• The more work experience you get, the shorter your education section should be
• List your education in reverse chronological order, with your most recent and high-ranking degrees first
• If you haven't graduated yet, you can include "Expected graduation date" to the entry for that school

Check More About Help Desk Analyst Education

Help Desk Analyst Resume Relevant Education Example # 1

Bachelor's Degree In Communication 2011 - 2014

University of South Florida Tampa, FL

Help Desk Analyst Resume Relevant Education Example # 2

Bachelor's Degree In Computer Science 1993 - 1996

University of California - Davis Davis, CA

3. Next, create a help desk analyst skills section on your resume

Your resume's skills section should include the most important keywords from the job description, as long as you actually have those skills. If you haven't started your job search yet, you can look over resumes to get an idea of what skills are the most important.

Here are some tips to keep in mind when writing your resume's skills section:

• Include 6-12 skills, in bullet point form
• List mostly hard skills ; soft skills are hard to test
• Emphasize the skills that are most important for the job

Hard skills are generally more important to hiring managers because they relate to on-the-job knowledge and specific experience with a certain technology or process.

Soft skills are also valuable, as they're highly transferable and make you a great person to work alongside, but they're impossible to prove on a resume.

Example of skills to include on an help desk analyst resume

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Troubleshooting is the process of analyzing and fixing any kind of problem in a system or a machine. Troubleshooting is the detailed yet quick search in the system for the main source of an issue and solving it.

Technical support or tech support are the services provided by any hardware or software company to users. They help in solving the technical difficulties the customers face with their products or services. Moreover, the tech support employees maintain, manage, and repair the IT faults. They are also responsible for resolving the network problems, installing and configuring hardware and software.

Phone calls are a wireless or wired connection made over a telephone or a mobile phone between two people. Two parties are involved in a phone call, the caller and the receiver. A caller dials the number of the one he wants to call, and the recipient hears a bell or a tune to which he picks up the call. The call establishes a connection between them through which they can communicate. The voice is converted into signals and is transmitted through wired or wireless technology.

A Virtual Private Network, VPN encrypts a device's internet access, activity, and identity through a secure server, making data theft and third-party traceability more difficult, and increasing the privacy and security of public and private networks, the internet, and Wi-Fi hotspots. The VPN is designed to protect one's system and network from being compromised.

In technical terms, OS stands for "Operating System". It is a software that is used to run programs on the computer. An operating system acts as a link between the user and the hardware components. Windows, macOS, iOS, Linux are examples of an operating system.

Top Skills for a Help Desk Analyst

• Customer Service , 14.7%
• Troubleshoot , 8.5%
• Technical Support , 6.4%
• Phone Calls , 4.4%
• Other Skills , 66.0%

4. List your help desk analyst experience

The most important part of any resume for a help desk analyst is the experience section. Recruiters and hiring managers expect to see your experience listed in reverse chronological order, meaning that you should begin with your most recent experience and then work backwards.

Don't just list your job duties below each job entry. Instead, make sure most of your bullet points discuss impressive achievements from your past positions. Whenever you can, use numbers to contextualize your accomplishments for the hiring manager reading your resume.

It's okay if you can't include exact percentages or dollar figures. There's a big difference even between saying "Managed a team of help desk analysts" and "Managed a team of 6 help desk analysts over a 9-month project. "

Most importantly, make sure that the experience you include is relevant to the job you're applying for. Use the job description to ensure that each bullet point on your resume is appropriate and helpful.

• Delivered new computers, laptops, printers to various state offices within the Department of Transportation.
• Programmed various applications with use relational databases between Oracle8i and Microsoft SQL Server 7.0 using Microsoft Visual Basic and Microsoft Access.
• Developed and maintained Microsoft Access databases.
• Used Microsoft Visual Basic for programming database applications.
• Developed and maintained Microsoft Access, Oracle 8i and Microsoft SQL 6.5/7.0 databases.
• Evaluated new software and hardware to determine compatibility with existing software and hardware, resulting in substantially lower cost of funds.
• Resolved complex compatibility issues dealing with networking, hardware and applications.
• Resolved computer hardware and software, printing, installation, word processing, email and operating systems issues.
• Aided in the productivity of other coworkers by helping with hardware and software troubleshooting or information gathering.
• Assisted end-users either in person or over the phone to offer troubleshooting solutions.
• Documented and monitored inventory database of all computers, printers, and mobile devices.
• Hired as a full-time systems administrator/desktop support technician after providing consulting work for Five Rivers.
• Supported desktops, laptops, file, print & ftp servers in a network environment.
• Researched and recommended hardware for clients to improve employee production.
• Assisted programmers trouble shoot Unix shell script failures and restart programs.
• Created and worked and closed Users helpdesk tickets and escalating to Tier 3 when needed.
• Provided support of SharePoint portal, managing user accounts (adding, deleting, passwords, permissions.)
• Developed user Windows-based applications, reports, SQL, and email messages based on platform technology requirements and customized client applications.
• Diagnosed and resolved performance problems with SQL databases.
• Installed and troubleshot computers, copiers, printers, scanners, VOIP phones and other IT equipment.

5. Highlight help desk analyst certifications on your resume

Specific help desk analyst certifications can be a powerful tool to show employers you've developed the appropriate skills.

If you have any of these certifications, make sure to put them on your help desk analyst resume:

• Security 5 Certification
• Certified Network Computer Technician (CNCT)
• HDI Desktop Support Technician (HDI)
• Cisco Certified Network Associate (CCNA)
• Cisco Certified Entry Networking Technician (CCENT)
• Computer Service Technician (CST)
• Certified Help Desk Manager (CHDM)
• HDI Support Center Manager (HDI)
• Support Center Analyst (SCA)
• Microsoft Certified Desktop Support Technician (MCDST)

6. Finally, add an help desk analyst resume summary or objective statement

A resume summary statement consists of 1-3 sentences at the top of your help desk analyst resume that quickly summarizes who you are and what you have to offer. The summary statement should include your job title, years of experience (if it's 3+), and an impressive accomplishment, if you have space for it.

Remember to emphasize skills and experiences that feature in the job description.

Common help desk analyst resume skills

• Customer Service
• Troubleshoot
• Technical Support
• Phone Calls
• Remote Desktop
• Technical Issues
• Strong Problem-Solving
• Desk Support
• Help-Desk Support
• Network Printers
• Microsoft Windows
• Remote Troubleshooting
• Helpdesk Support
• Technical Problems
• Computer System
• User Accounts
• Software Applications
• Software Issues
• Technical Assistance
• Problem Resolution
• Customer Support
• Trouble Tickets
• Level Support
• Telephone Calls
• Call Tracking
• Phone Support
• Windows Server
• Network Troubleshooting
• Workstations
• Remote Support
• Reset Passwords

Help Desk Analyst Jobs

Links to help optimize your help desk analyst resume.

• How To Write A Resume
• List Of Skills For Your Resume
• How To Write A Resume Summary Statement
• Action Words For Your Resume
• How To List References On Your Resume

Help Desk Analyst resume FAQs

What does an it help desk analyst do, what knowledge does a help desk analyst require, what should i put on my resume for a help desk job, search for help desk analyst jobs.

Updated March 14, 2024

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

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5 Amazing help desk analyst Resume Examples (Updated 2023) + Skills & Job Descriptions

Build your resume in 15 minutes, help desk analyst: resume samples & writing guide, professional summary, employment history.

• Document customer inquiries and resolutions in a ticketing system
• Answer user inquiries regarding computer software and hardware operation
• Provide technical assistance and support
• Configure, install, and test computer hardware, networking software, and operating system software
• Develop and maintain user training materials and documentation
• Assist in the maintenance of IT inventory
• Respond to email messages for customers seeking help
• Respond to customer inquiries and requests in a timely manner

Do you already have a resume? Use our PDF converter and edit your resume.

Barry Turner

• Provide technical support over the phone, email, or in person
• Assist in the installation, configuration, and maintenance of computer systems
• Monitor system performance and troubleshoot any issues
• Install, modify, and repair computer hardware and software
• Train users on new systems
• Monitor system security and apply security patches as needed
• Maintain and administer computer networks and related computing environments

Quentin Hawkins

• Monitor system performance and troubleshoot problem areas
• Assist in the maintenance of IT security policies and procedures
• Develop and maintain system and network performance metrics
• Monitor help desk tickets and respond to inquiries
• Create and maintain user accounts, permissions, and access rights

Pauline Nelson

• Troubleshoot hardware and software problems
• Document technical issues and solutions

Roger Roberts

• Collaborate with other IT personnel to troubleshoot and resolve complex issues

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Table of Content

• Introduction
• Resume Samples & Writing Guide
• Resume Example 1
• Resume Example 2
• Resume Example 3
• Resume Example 4
• Resume Example 5
• Jobs Description
• Jobs Skills
• Technical Skills
• Soft Skills
• How to Improve Your Resume
• How to Optimize Your Resume
• Cover Letter Example

help desk analyst Job Descriptions; Explained

If you're applying for an help desk analyst position, it's important to tailor your resume to the specific job requirements in order to differentiate yourself from other candidates. Including accurate and relevant information that directly aligns with the job description can greatly increase your chances of securing an interview with potential employers. When crafting your resume, be sure to use action verbs and a clear, concise format to highlight your relevant skills and experience. Remember, the job description is your first opportunity to make an impression on recruiters, so pay close attention to the details and make sure you're presenting yourself in the best possible light.

help desk analyst

• Built and provided basic end-user troubleshooting and desktop support on Windows and Mac systems
• Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes
• Provided Tier 1 IT support to non-technical internal users personnel through desk side support services
• Logged support tickets and closed when issues were resolved
• Conducted in-depth product and issue resolution research to address customer concerns
• Compiled and accurately entered data for each customer encounter to record in system 
• Handling escalated situations and finding a resolution.
• Helping service representatives with their queries.
• Analyst responsible for processing the necessary software updates and installations using remote communications. 
• Ensured various software installations, maintenance on variety of software and hardware technologies on the laptops and also provided training on usage of Siebel 8.0 application. 
• Joining workgroup machines to a Domain & configuring user profile.
• Installing and Managing Microsoft Office packages & other Windows Utilities. 
• Supporting and troubleshooting Network related issues.
• Integrated LibreNMS(Network Monitoring tool) to our office environment in-order to monitor Network components such as routers, Servers, and the Workstation.
• Installing Mcafee Endpoint Security and deploying the Mcafee Encryption agent on user’s machine.
• Managing user accounts profile in Domain AD.
• Managing Tickets through BMC Remedy. 
• Monitored the 1-800-MEDICARE Toll Free network to support 100% availability of service to beneficiaries.
• Proactively reported network anomalies to prevent any service disruptions.
• Monitored and loaded balancing call routing among call centers based on agent skills and language selection to ensure optimum service and minimum wait times.
• Monitored and facilitated smooth operation of the Siebel Customer Relationship Management (CRM) system deployment to ensure the availability of applications to call center agents.
• Troubleshooting software installation issues. 
• VPN issues related with Dialer and High-speed connections.
• Monitoring the remote login on ACE server in case of any login issues.
• Dealing with Remote connectivity issues.
• Troubleshootinglocal printers and Scanners.

help desk analyst Job Skills

For an help desk analyst position, your job skills are a key factor in demonstrating your value to the company and showing recruiters that you're the ight fit for the role. It's important to be specific when highlighting your skills and ensure that they are directly aligned with the job requirements, as this can greatly improve your chances of being hired. By showcasing your relevant skills and experience, you can make a compelling case for why you're the best candidate for the job.

How to include technical skills in your resume:

Technical skills are a set of specialized abilities and knowledge required to perform a particular job effectively. Some examples of technical skills are data analysis, project management, software proficiency, and programming languages, to name a few. Add the technical skills that will get hired in your career field with our simple-to-use resume builder. Select your desired resume template, once you reach the skills section of the builder, manually write in the skill or simply click on "Add more skills". This will automatically generate the best skills for your career field, choose your skill level, and hit "Save & Next."

• Data Analysis
• Troubleshooting
• Quality Assurance
• Database Management
• Project Management
• Technical Support
• Computer Networking
• Network Security
• System Administration
• Cybersecurity
• Operating Systems
• Cloud Computing
• Software Development
• Programming
• System Analysis
• Hardware Installation
• IT Infrastructure
• Technical Writing
• Network Administration
• Computer Hardware.
• Computer Hardware
• Systems Administration
• Software Installation
• Active Directory
• Windows Server
• IT Security
• Virtualization

How to include soft skills in your resume:

Soft skills are non-technical skills that relate to how you work and that can be used in any job. Including soft skills such as time management, creative thinking, teamwork, and conflict resolution demonstrate your problem-solving abilities and show that you navigate challenges and changes in the workplace efficiently. Add competitive soft skills to make your resume stand-out to recruiters! Simply select your preferred resume template in the skills section, enter the skills manually or use the "Add more skills" option. Our resume builder will generate the most relevant soft skills for your career path. Choose your proficiency level for each skill, and then click "Save & Next" to proceed to the next section.

• Communication
• Interpersonal
• Time Management
• Problem Solving
• Decision Making
• Critical Thinking
• Adaptability
• Organization
• Public Speaking
• Negotiation
• Conflict Resolution
• Attention to Detail
• Self-Motivation
• Stress Management
• Collaboration
• Strategic Thinking
• Emotional Intelligence
• Flexibility
• Reliability
• Professionalism
• Computer Literacy
• Customer Service
• Presentation
• Written Communication
• Social Media
• Supervisory
• Risk Management
• Documentation
• Financial Management
• Visualization
• Business Acumen
• Process Improvement
• Relationship Management.

How to Improve Your help desk analyst Resume

Navigating resume pitfalls can mean the difference between landing an interview or not. Missing job descriptions or unexplained work history gaps can cause recruiters to hesitate. Let's not even talk about the impact of bad grammar, and forgetting your contact info could leave your potential employer hanging. Aim to be comprehensive, concise, and accurate.

Irving Davis

Include your contact information and job descriptions, missing job descriptions lessens your chances of getting hired..

• Employers want to know what you've accomplished, so make sure to include descriptions for all of your previous jobs.
• Keep job descriptions short but don't just list your jobs.
• Never copy-paste a job description to post on your resume. Get inspired and use tools to help you write customized descriptions.

How to Optimize Your help desk analyst Resume

Keep an eye out for these resume traps. Neglecting to detail your job roles or explain gaps in your career can lead to unnecessary doubts. Grammar blunders can reflect negatively on you, and without contact information, how can employers reach you? Be meticulous and complete.

• Documnet technicl isses and solutiosn
• Creat and maintin user acconts, persmissions, and accees rights
• Develp and maintian user trainning materialls and documentaiton
• Instal and configur operating systems, aplications, and network equipments
• Configur, instal, and test computar hardwares, networking softwares, and operating system softwares
• Monitoe help desk tickets and respons to inquirys
• Instal and configure operating systems, aplications, and network equipments
• Provide technial suport for remot users
• Assit in the maintenace of IT inventory.

Correct Grammar and Address Gap Years in Your Resume

Don't leave unexplained gaps in your work history..

• When explaining gaps in your employment section, start by being honest.
• Elaborate on the gap and show that you never stopped learning.
• Explain and elaborate any gap in your work history by highlighting new skills.

help desk analyst Cover Letter Example

A cover letter can be a valuable addition to your job application when applying for an help desk analyst position. Cover letters provide a concise summary of your qualifications, skills, and experience, also it also gives you an opportunity to explain why you're the best fit for the job. Crafting a cover letter that showcases your relevant experience and enthusiasm for the Accounts Payable role can significantly improve your chances of securing an interview.

To the respected IBM Hiring Team

I am a results-driven Help Desk Analyst with 16 years of experience in Information Technology (IT). I am excited to submit my application for the Lead Help Desk Analyst role at IBM, where I believe I can make a valuable contribution to your team.

As someone who has always been driven by a desire to solve complex problems and make a difference in the world, I have pursued opportunities to learn and grow throughout my life. My experience in this field has equipped me with valuable skills such as Time Management and Troubleshooting that have planted in me a great work ethic. I am excited to apply these skills and my enthusiasm for Information Technology (IT) to the role and contribute to your organization's success.

I cannot stress enough how thrilled I am about the chance to join a team of like-minded individuals who share my values and passion for this amazing field. Thank you for considering my application and I hope for the chance to work together.

Showcase your most significant accomplishments and qualifications with this cover letter. Personalize this cover letter in just few minutes with our user-friendly tool!

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Help Desk Analyst Resume: Sample & Guide [Entry Level + Senior Jobs]

Create a standout help desk analyst resume with our online platform. browse professional templates for all levels and specialties. land your dream role today.

Welcome to our Help Desk Analyst Resume Example article! Here, you will find a comprehensive guide to creating a successful help desk analyst resume. We’ll provide step-by-step instructions on how you can craft a resume that will stand out and impress potential employers. We’ll also offer resume samples and tips for writing a resume that will make you stand out from the competition. By the end of this article, you’ll have all the resources you need to create a great resume and land that perfect job!

We will cover:

• How to write a resume , no matter your industry or job title.
• What to put on a resume to stand out.
• The top skills employers from every industry want to see.
• How to build a resume fast with our professional Resume Builder .
• What a resume template is, and why you should use it.

What does a Help Desk Analyst do?

A Help Desk Analyst provides technical assistance to computer users. They answer questions and troubleshoot problems related to computers, software, and hardware. They also provide support for mobile devices, such as smartphones and tablets. They might install and configure computer systems, diagnose hardware and software issues, and provide guidance and information to users. They may also set up accounts for new users and provide training on certain software and hardware.

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What are some responsibilities of a Help Desk Analyst?

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Answer queries either in person, over the phone or via email
• Troubleshoot and diagnose problems with hardware, software, networks, and other computer systems.
• Install, modify, and repair computer hardware and software.
• Maintain daily performance of computer systems.
• Troubleshoot system and network problems, diagnosing and solving hardware or software faults.
• Provide support, including procedural documentation and relevant reports.
• Follow up with customers to ensure that issues have been resolved.
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.
• Identify and suggest possible solutions.

Sample Help Desk Analyst Resume for Inspiration

Personal Details: Name: John Smith Address: 123 Main Street, Anytown, USA Email: [email protected] Phone: (123) 456-7890

Summary: John Smith is an experienced Help Desk Analyst with 5+ years of experience. He has a Bachelor's degree in Computer Science, and is skilled in problem-solving, customer service, and troubleshooting. He is certified in ITIL and proficient in English and Spanish.

Work Experience:

• Help Desk Analyst, ABC Corporation, Anytown, USA (2015-Present)
• Provide technical support and customer service to employees.
• Troubleshoot hardware and software issues.
• Resolve customer issues in a timely manner.
• Technical Support Specialist, XYZ Inc., Anytown, USA (2012-2015)
• Provided technical support to customers.
• Assisted customers with troubleshooting and resolving technical issues.
• Communicated with customers via phone, email, and in person.

Education: Bachelor of Science in Computer Science, Anytown University, Anytown, USA (2008)

• Problem-solving
• Customer service
• Troubleshooting

Certifications: ITIL Certification

Languages: English, Spanish

Resume tips for Help Desk Analyst

Creating a perfect, career-launching resume is no easy task. Following general writing rules can help, but it is also smart to get advice tailored to your specific job search. When you’re new to the employment world, you need Help Desk Analyst resume tips. We collected the best tips from seasoned Help Desk Analyst - Check out their advice to not only make your writing process easier but also increase your chances of creating a resume that piques the interest of prospective employers.

• Highlight relevant technical and customer service experience.
• Showcase your problem-solving and communication skills.
• Include any certifications or training you have received.
• Include a list of the IT systems and software you are familiar with.
• Make sure your resume is well-organized, concise, and easy to read.

Help Desk Analyst Resume Summary Examples

A Help Desk Analyst Resume Summary or Resume Objective can help you stand out from the competition by highlighting your key strengths and capabilities. It can also provide potential employers with a snapshot of your qualifications and experience, giving them an idea of why they should consider hiring you for the position. By making a good first impression, it can also increase your chances of getting an interview and an eventual job offer. For Example:

• Help Desk Analyst with 5+ years of experience providing technical support to customers. Skilled in troubleshooting hardware and software issues and resolving customer inquiries.
• Help Desk Analyst with experience in system installation, maintenance and upgrades. Proven track record of providing exceptional customer service and resolving technical issues in a timely manner.
• Help Desk Analyst with 3 years of experience resolving customer inquiries and providing technical support. Knowledgeable in hardware and software troubleshooting and system maintenance.
• Help Desk Analyst with expertise in customer service and technical support. Experienced in handling customer inquiries, resolving technical issues and providing system upgrades.
• Help Desk Analyst with 7+ years of experience resolving customer inquiries and troubleshooting hardware and software issues. Skilled in providing technical support and system maintenance.

Build a Strong Experience Section for Your Help Desk Analyst Resume

Building a strong Experience section for a Help Desk Analyst resume is important for two main reasons. First, it demonstrates to potential employers that you have the necessary skills and qualifications to succeed in the role. It also allows employers to quickly assess your capabilities and level of expertise. In addition, a strong Experience section can help boost your credibility by showing that you have had successful experiences in similar roles. This can be a great way to stand out from other applicants and show employers why you are the best fit for the job. For Example:

• Provided technical assistance and support to computer system users in a busy call centre.
• Evaluated customer inquiries and provided solutions, troubleshooting, and additional support.
• Successfully resolved customer complaints and requests in a timely fashion.
• Assisted customers with software installations, upgrades, and configurations.
• Answered incoming customer calls and emails in a professional and courteous manner.
• Configured and maintained network routers, switches, and other network devices.
• Installed, configured, and maintained various operating systems and software.
• Maintained a database of customer information to ensure accurate record keeping.
• Monitored and tracked customer inquiries and requests to ensure prompt resolution.
• Assisted with system upgrades and hardware/software deployments.

Help Desk Analyst resume education example

A Help Desk Analyst typically needs a high school diploma or equivalent to gain entry-level employment. Employers may prefer candidates with an associate's or bachelor's degree in computer science, information technology, or a related field. Additionally, certifications (such as CompTIA A+, Network+, and Microsoft Certified Professional) can demonstrate a commitment to the profession and may enhance job prospects. Here is an example of an experience listing suitable for a Help Desk Analyst resume:

• Bachelor's Degree in Computer Science, University of Michigan, Ann Arbor, MI - June 2018
• Associate's Degree in Information Technology, Grand Rapids Community College, Grand Rapids, MI - June 2016
• Certified Help Desk Analyst Certification, CompTIA, August 2020

Help Desk Analyst Skills for a Resume

Adding skills to a Help Desk Analyst Resume is important because it allows employers to quickly assess a candidate's qualifications for the job. It also helps the employer to identify the candidate's strengths and weaknesses in relation to the job requirements. By including skills related to the job, it allows employers to better understand how the candidate can contribute to the team. Examples of skills that can be included in a Help Desk Analyst Resume include troubleshooting, problem solving, customer service, communication, computer networking, and technical writing. Soft Skills:

• Problem Solving
• Communication
• Technical Knowledge
• Customer Service
• Organization
• Time Management
• Documentation
• Attention to Detail
• Technical Support
• Network Administration
• Software Troubleshooting
• Hardware Installation
• Data Analysis
• Network Security
• System Administration
• Database Management

Common Mistakes to Avoid When Writing a Help Desk Analyst Resume

In this competitive job market, employers receive an average of 180 applications for each open position. To process these resumes, companies often rely on automated applicant tracking systems, which can sift through resumes and eliminate the least qualified applicants. If your resume is among the few that make it past these bots, it must still impress the recruiter or hiring manager. With so many applications coming in, recruiters typically give each resume only 5 seconds of their attention before deciding whether to discard it. Considering this, it's best to avoid including any distracting information on your application that could cause it to be thrown away. To help make sure your resume stands out, review the list below of what you should not include on your job application.

• Not including a cover letter. A cover letter is a great way to explain why you are the best candidate for the job and why you want the position.
• Using too much jargon. Hiring managers do not want to read a resume full of technical terms that they do not understand.
• Omitting important details. Make sure to include your contact information, educational background, job history, and any relevant skills and experiences.
• Using a generic template. Take the time to customize your resume to the job you are applying for. This will show the employer that you are serious about the position.
• Spelling and grammar errors. Always double-check your resume for typos, spelling mistakes, and grammar errors.
• Focusing too much on duties. Make sure to include accomplishments and successes to show the employer that you are a great candidate.
• Including personal information. Avoid including any personal information such as age, marital status, or religious beliefs.

Key takeaways for a Help Desk Analyst resume

• Be sure to include a clear summary statement that demonstrates your ability to provide technical support in a professional and customer-focused manner.
• Highlight your skills in problem-solving, customer service, system troubleshooting and analysis.
• Include your experience with various software tools, hardware components and networking technologies.
• Mention any certifications you may have obtained, such as CompTIA A+ or Microsoft Certified Technician.
• List your experience with providing support over the phone, in person or via remote support platforms.
• Demonstrate your ability to stay up to date on emerging technologies and best practices.
• Showcase your ability to provide training and support to end users in the use of hardware and software.

Help Desk Analyst Resume Examples

Writing a great help desk analyst resume is important because it is one of the first things a potential employer will see when they are considering you for a position. It is your opportunity to make a good first impression and sell yourself as the best candidate for the job.

Create your resume Select from 7 professional resume templates

If you're looking for inspiration when it comes to drafting your own help desk analyst resume, look no further than the samples below. These resumes will help you highlight your experience and qualifications in the most effective way possible, giving you the best chance of landing the help desk analyst job you're after.

or download as PDF

Essential Components for Crafting an Effective Help Desk Analyst Resume

An impactful Help Desk Analyst resume is a critical tool for showcasing your technical expertise, problem-solving abilities, and customer service acumen to prospective employers. Crafting a resume that highlights essential elements such as your professional summary, employment history, technical skills, education, and certifications is pivotal. These components provide a comprehensive overview of your qualifications and demonstrate the value you can bring to an organization.

In this guide, we'll delve into the various sections of a Help Desk Analyst resume, discussing the significance of each and what to include. Additionally, we'll provide tips to enhance each section, ensuring you capture the attention of hiring managers.

1. Contact Information

At the top of your Help Desk Analyst resume , the Contact Information section is essential for enabling potential employers to reach you. Include your full name, phone number, and a professional email address.

Ensure all contact details are current and appropriate for a professional context. Consider adding links to professional online profiles like LinkedIn or an online portfolio, but verify they are polished and up-to-date.

Remember: This section is the first thing recruiters will see, so it must be error-free and make a positive impression.

• While a mailing address isn't mandatory, you can include your city and state, especially if relevant to the job location or if you're open to relocation.

Avoid sharing excessive personal information like social security numbers or personal websites with non-professional content to protect your privacy.

2. Objective Statement

The objective statement serves as your professional introduction, briefly outlining your career goals, skills, and experience. It should be concise, tailored to the position you're applying for, and highlight your suitability for a Help Desk Analyst role.

An effective objective statement might be: " Dedicated Help Desk Analyst seeking to leverage extensive IT systems expertise, technical problem-solving, and customer service excellence in a challenging role. "

Limit it to two sentences and avoid generic phrases. Instead, specify the challenges you're equipped to handle, such as resolving complex technical issues or enhancing system efficiency.

An objective statement is your chance to make a strong initial impression, showcasing your capabilities and ambitions from the outset.

3. Skills and Competencies

The " Skills and Competencies " section is crucial for demonstrating your ability to perform help desk duties. Align this section with the job description, but also include universally sought-after skills such as:

• Technical Expertise: Proficiency in various operating systems, troubleshooting software and hardware, network management, database handling, and familiarity with help desk tools.
• Problem-Solving: The capacity to diagnose issues and devise effective solutions.
• Communication: Excellent verbal and written skills for explaining technical concepts in an accessible manner.
• Customer Service: Providing exceptional support with patience, empathy, and positivity.
• Organization: Prioritizing tasks and managing open tickets efficiently.
• Attention to Detail: Identifying the root causes of issues and recognizing patterns that may indicate larger problems.
• Teamwork: Collaborating effectively with colleagues to resolve complex issues.
• Adaptability: Keeping pace with rapid technological changes and continuous learning.
• Time Management: Juggling various responsibilities, from responding to calls to documenting processes and monitoring unresolved tickets.

Highlighting these skills on your resume can convince employers of your suitability for the role.

4. Work Experience

The "Work Experience" section provides a detailed account of your professional background, responsibilities, and achievements. List your roles in reverse chronological order, including the company name, your title, dates of employment, and a brief description of your duties and accomplishments.

Emphasize responsibilities that align with the requirements of the job you're targeting. Use action verbs to describe your tasks and include any specialized tools or software you've used.

Quantify your achievements with metrics to provide tangible evidence of your capabilities. For instance, "Resolved 95% of customer issues on first contact" or "Reduced system downtime by 30%."

• Include internships or volunteer work if you lack extensive professional experience.
• Mention transferable skills from non-IT roles, such as customer service expertise.

Your aim is to demonstrate your proven track record in delivering exceptional IT support and swiftly resolving technical issues.

5. Education and Certifications

The Education and Certifications sections validate your knowledge and technical proficiency. Most employers require at least an associate degree in a relevant field, with a preference for a bachelor's degree.

Certifications can enhance your resume by showcasing specialized skills. Notable certifications for Help Desk Analysts include:

• CompTIA A+ Certification: Demonstrates proficiency with common hardware and software technologies.
• Microsoft Certified: Azure Fundamentals: Indicates foundational knowledge of cloud services and Azure's offerings.
• HDI-CSR (Customer Service Representative) Certification: Validates the skills of frontline tech support professionals.
• Cisco Certified Entry Networking Technician (CCENT): Confirms the ability to manage small enterprise branch networks.
• Apple Certified Support Professional (ACSP): Shows expertise in macOS core functionality and troubleshooting.

These certifications not only affirm your technical skills but also reflect your commitment to professional development, which is highly valued by employers.

List your education and certifications clearly, including the issuing organization, date obtained or expiration, and relevant details about the skills or knowledge certified.

6. Technical Proficiencies

Your resume should clearly articulate your technical proficiencies, demonstrating your capability to address various technical challenges. Highlight your experience with operating systems, help desk software, database and network management, cybersecurity, and cloud services.

Include certifications like CompTIA A+, Network+, Security+, or ITIL v4 Foundation to provide third-party validation of your technical skills.

When listing technical skills, provide context by offering examples of how you've applied these skills in practice, helping potential employers envision what you can contribute to their organization.

7. Relevant Achievements or Awards

The 'Relevant Achievements or Awards' section is an opportunity to showcase any distinctions or accolades you've received. Include successes such as effectively resolving critical issues, implementing technological improvements, or leading team initiatives that enhanced system performance.

Quantify your achievements when possible, and tailor this section to the job you're applying for, highlighting successes that demonstrate the skills and experiences the employer is seeking.

Present these accomplishments in bullet points under each relevant job in your work history or in a dedicated section for awards and achievements.

Employers are interested in how you can contribute to their organization. By emphasizing your past contributions and recognitions, you provide insight into the potential value you can add to their team.

Related Resume Examples

• Help Desk Administrator
• Help Desk Agent
• Help Desk Manager
• Help Desk Specialist
• Help Desk Technician

Resume Worded   |  Proven Resume Examples

• Resume Examples
• Administrative Resumes
• Service Desk Resume Guide & Examples

IT Service Desk Analyst Resume Examples: Proven To Get You Hired In 2024

Jump to a template:

• IT Service Desk Analyst
• Technical Support Analyst
• IT Support Engineer
• IT Help Desk Analyst

Get advice on each section of your resume:

Jump to a resource:

• IT Service Desk Analyst Resume Tips

IT Service Desk Analyst Resume Template

Download in google doc, word or pdf for free. designed to pass resume screening software in 2022., it service desk analyst resume sample.

An IT service desk analyst provides technical support to end users. They also maintain software and hardware. These maintenance operations must be scheduled, and IT service desk analysts must notify users about downtime. You must be familiar with networking and documentation, so these are some skills you may want to mention in your resume.

We're just getting the template ready for you, just a second left.

Recruiter Insight: Why this resume works in 2022

Tips to help you write your it service desk analyst resume in 2024,    indicate your achievements with metrics..

As an IT service desk analyst, you play a huge role in customer support and the organization’s computer health. Therefore, your job can positively impact day-to-day operations. You can mention those accomplishments and use metrics to illustrate their value in your resume.

   Emphasize your problem-solving skills.

IT service desk analysts must have strong logical thinking and problem-solving skills. You may encounter highly complex issues throughout your career, so it’s important to demonstrate that you are resilient and capable of facing challenges.

Technical Support Analyst Resume Sample

It support engineer resume sample, it help desk analyst resume sample.

We spoke with hiring managers at companies like IBM, Accenture, and Dell to understand what they look for in IT service desk analyst resumes. The following tips will help you create a resume that stands out and gets you hired.

   Highlight your customer service skills

As an IT service desk analyst, your primary responsibility is to provide technical support to customers. Hiring managers want to see that you have strong customer service skills. Show this by:

• Resolved an average of 50 customer tickets per day while maintaining a 95% customer satisfaction rating
• Collaborated with cross-functional teams to troubleshoot complex technical issues and provide timely solutions to customers
• Trained 10 new hires on customer service best practices, resulting in a 20% increase in first-call resolution rates

Avoid simply listing 'customer service' as a skill without providing specific examples of how you've demonstrated it.

   Showcase your technical expertise

IT service desk analysts need to have a strong technical background to effectively troubleshoot issues. Highlight your technical skills by including:

• Proficient in Windows, macOS, and Linux operating systems
• Experienced in supporting Microsoft Office Suite, including troubleshooting Outlook email issues
• Certified in ITIL Foundation and CompTIA A+

Don't just list technical buzzwords. Provide context on how you've used these skills to solve problems.

Deployed and maintained Windows 10 on 500+ company devices, resulting in a 30% reduction in support tickets related to OS issues.

   Quantify your impact

Hiring managers love seeing measurable results on resumes. Quantify your achievements to show the impact you've made in previous roles.

• Resolved customer issues in a timely manner
• Handled a high volume of support tickets daily

Instead, quantify your impact like this:

• Maintained an average ticket resolution time of 30 minutes, 50% faster than the team average
• Handled an average of 80 support tickets per day, 25% more than the team average

Using numbers helps hiring managers understand the scale and impact of your work.

   Tailor your resume to the job description

Customize your resume for each job you apply to by using keywords from the job description. This shows hiring managers that you're a good fit for the specific role.

For example, if the job description mentions:

• Experience with Salesforce CRM
• Knowledge of ITIL best practices
• Excellent problem-solving skills

Make sure to include these skills on your resume, along with specific examples of how you've used them.

Implemented Salesforce CRM for the IT department, resulting in a 40% increase in customer satisfaction ratings by providing more personalized support.

   Include relevant projects and achievements

Highlight any projects or achievements that showcase your skills as an IT service desk analyst. This could include:

• Created a knowledge base of common technical issues and solutions, reducing ticket resolution time by 30%
• Developed and delivered training sessions on new software rollouts to 200+ employees
• Implemented a new ticketing system that improved team efficiency by 25%

Focus on projects that demonstrate your technical expertise, problem-solving skills, and ability to work collaboratively with others.

   Show your progression and leadership potential

Hiring managers want to see that you have the potential to grow and take on more responsibility. Show your progression by:

• Started as a Help Desk Technician and was promoted to Senior IT Service Desk Analyst within 2 years
• Mentored and trained 5 junior team members on technical support best practices
• Led a team of 3 analysts in implementing a new remote support process that reduced on-site visits by 50%

Highlighting your progression and leadership experience will make you stand out from other candidates and show that you have the potential to take on more senior roles in the future.

Writing Your IT Service Desk Analyst Resume: Section By Section

  summary.

The summary section of your IT service desk analyst resume is optional, but it can be a valuable addition if you use it strategically. While your resume itself is already a summary of your qualifications, a well-crafted summary statement can provide additional context and highlight your most relevant skills and experiences. However, avoid using an objective statement, as it focuses on your goals rather than what you can offer to the employer.

When writing your summary, tailor it specifically to the IT service desk analyst role you're targeting. Avoid repeating information that's already covered in other sections of your resume. Instead, use this space to emphasize your key strengths, technical expertise, and customer service skills that align with the job requirements.

To learn how to write an effective resume summary for your IT Service Desk Analyst resume, or figure out if you need one, please read IT Service Desk Analyst Resume Summary Examples , or IT Service Desk Analyst Resume Objective Examples .

1. Showcase your technical expertise and soft skills

In your IT service desk analyst summary, highlight a balance of your technical knowledge and interpersonal skills. Emphasize your familiarity with relevant technologies, ticketing systems, and troubleshooting processes. At the same time, showcase your ability to communicate effectively, solve problems, and provide excellent customer service.

Here's an example of a summary that effectively highlights both technical and soft skills:

IT service desk analyst with 3+ years of experience resolving complex technical issues and delivering exceptional customer support. Proficient in Windows, macOS, and Linux environments, as well as Zendesk and Jira ticketing systems. Proven ability to communicate complex technical concepts to non-technical users and maintain composure in high-pressure situations.

Avoid summaries that focus solely on technical skills or use generic buzzwords:

• Hardworking IT professional with a proven track record of success.
• Results-driven IT service desk analyst with experience in various technologies.

2. Tailor your summary to the specific IT service desk analyst role

When crafting your summary, align it with the specific requirements and responsibilities of the IT service desk analyst position you're applying for. Research the company and the role to identify the key skills, technologies, and experience they're looking for in a candidate.

For example, if the job description emphasizes experience with a particular ticketing system or a specific industry, incorporate that information into your summary:

• IT service desk analyst with 5+ years of experience supporting healthcare professionals. Skilled in resolving EMR and HIPAA compliance issues using ServiceNow.
• Experienced IT service desk analyst with a strong background in the financial services industry. Proficient in managing high-volume ticket queues and collaborating with cross-functional teams to ensure timely resolution of incidents.

Avoid using a generic, one-size-fits-all summary that could apply to any IT service desk analyst role:

IT service desk analyst with experience in troubleshooting and customer service. Seeking a challenging role in a dynamic organization.

  Experience

The work experience section is the heart of your IT service desk analyst resume. It's where you show hiring managers that you have the skills and experience to excel in the role. In this section, we'll break down the key steps to writing a compelling work experience section that will catch the eye of recruiters and hiring managers.

1. Lead with strong IT support action verbs

When describing your work experience, use strong action verbs that are relevant to IT service desk roles. This helps hiring managers quickly understand your capabilities and experience.

Examples of strong action verbs for IT service desk analysts include:

• Troubleshot hardware and software issues for 100+ users
• Resolved an average of 50+ tickets per week
• Collaborated with cross-functional teams to implement new ticketing system

Avoid using weak or passive language, like:

• Responsible for troubleshooting issues
• Helped resolve tickets
• Worked with other teams

2. Highlight your technical skills and tools

IT service desk analysts use a variety of technical skills and tools in their day-to-day work. Showcase your proficiency with the skills and tools that are most relevant to the job you're applying for.

Some examples of technical skills and tools to highlight in your work experience section include:

• Ticketing systems (e.g. Zendesk, ServiceNow)
• Remote desktop tools (e.g. LogMeIn, TeamViewer)
• Operating systems (e.g. Windows, MacOS, Linux)
• Networking technologies (e.g. TCP/IP, DNS, DHCP)
• Scripting languages (e.g. PowerShell, Python)

Resolved 20+ tickets per day using Zendesk ticketing system. Used remote desktop tools like LogMeIn and TeamViewer to troubleshoot issues on Windows and MacOS devices. Automated common tasks using PowerShell scripting.

When highlighting technical skills, focus on the ones that are most relevant to the job description. Look for keywords in the job posting and make sure to include them in your work experience bullet points.

3. Quantify your impact with metrics

Numbers and metrics are a powerful way to demonstrate your impact and value in previous roles. Whenever possible, quantify your achievements using hard data.

Examples of metrics to include in your IT service desk analyst work experience:

• Resolved an average of 75 tickets per week, exceeding team target by 25%
• Reduced average ticket resolution time by 20% through process improvements
• Maintained 98% customer satisfaction rating based on post-ticket surveys
• Onboarded and trained 5 new service desk hires

If you don't have access to specific metrics, you can still use numbers to provide context and scale, like:

• Provided technical support to 1000+ users across 3 offices
• Managed ticket queue for team of 10 IT service desk analysts

4. Show your career progression

Hiring managers love to see candidates who have progressed and grown in their careers. If you've been promoted or taken on increasing responsibilities in your previous IT service desk roles, make sure to highlight that in your work experience section.

Example of showing career progression:

IT Service Desk Analyst (January 2018 - Present) Senior IT Service Desk Analyst (July 2020 - Present) Promoted to Senior IT Service Desk Analyst after 2.5 years in analyst role Mentored and trained team of 5 junior analysts Led project to implement new AI-powered chatbot for IT support, reducing ticket volume by 15% IT Service Desk Analyst (January 2018 - June 2020) Resolved an average of 60 tickets per week with 95%+ customer satisfaction Identified and escalated high-priority issues to tier 2 support teams

By showing your progression and increased scope of responsibility, you demonstrate your ability to grow and take on new challenges.

  Education

Your education section is one of the most important parts of your IT service desk analyst resume. It's where you showcase your relevant educational background and training. Here are some tips to help you write an effective education section:

1. List your degrees in reverse chronological order

Start with your most recent degree or education and work backwards. This puts the focus on your highest level of education first. For each degree, include:

• Name of the degree (e.g. Bachelor of Science in Information Technology)
• Name of the school
• Location of the school
• Graduation year

Here's an example:

Bachelor of Science in Information Technology University of ABC, Anytown, USA Graduated: 2020

2. Highlight relevant coursework for entry-level analysts

If you're a recent graduate or entry-level IT service desk analyst, you may not have a lot of work experience yet. In this case, highlighting relevant coursework can help show employers you have the necessary skills and knowledge. List courses that relate directly to the job, such as:

• Network Administration
• Database Management
• Cybersecurity Fundamentals

Avoid listing basic or introductory courses that don't add value, like:

• Introduction to Computers
• Basic Programming

3. Keep education short and sweet for senior analysts

If you're a senior-level IT service desk analyst with many years of experience, your education section should be brief. Employers will be more interested in your work history and accomplishments. You can simply list your degree, school, and graduation year.

For example:

B.S. in Computer Science, XYZ University

Avoid going into detail about coursework or other educational details, like:

Bachelor of Science in Computer Science XYZ University, Anytown, USA Graduated: 1995 Relevant Coursework: Data Structures, Algorithms, Operating Systems, Computer Networks

4. Include relevant certifications in education section

Certifications are important in the IT field and can set you apart from other candidates. If you have relevant certifications, you can include them in your education section or in a separate 'Certifications' section. Some common certifications for IT service desk analysts include:

• ITIL Foundation
• HDI Customer Service Representative

Avoid listing certifications that are expired or not relevant to the job, such as:

• CPR Certification
• Food Handler's Permit

  Skills

The skills section of your resume is where you showcase your technical abilities and expertise to potential employers. As an IT service desk analyst, it's crucial to highlight the specific skills that are relevant to the job you're applying for. Here are some tips to help you craft a compelling skills section that will catch the attention of hiring managers and demonstrate your value as a candidate.

1. Tailor your skills to the job description

When creating your skills section, it's important to tailor it to the specific job you're applying for. Review the job description carefully and identify the key skills and qualifications that the employer is looking for. Then, make sure to include those skills in your resume.

For example, if the job description emphasizes experience with ticketing systems like Zendesk or ServiceNow, be sure to list those specific tools in your skills section:

Ticketing Systems: Zendesk, ServiceNow Operating Systems: Windows, macOS, Linux Networking: TCP/IP, DNS, DHCP

By tailoring your skills section to the job description, you'll demonstrate to the employer that you have the specific expertise they're looking for.

2. Categorize your skills for easy scanning

Grouping your skills into categories can make your skills section more organized and easier for hiring managers to scan quickly. Common categories for IT service desk analysts might include:

• Operating Systems : Windows, macOS, Linux
• Networking : TCP/IP, DNS, DHCP, VPN
• Ticketing Systems : Zendesk, ServiceNow, Jira
• Troubleshooting : Remote desktop, Active Directory, command line

Avoid simply listing skills without any organization, like this:

Skills: Windows, macOS, Linux, TCP/IP, DNS, DHCP, VPN, Zendesk, ServiceNow, Jira, remote desktop, Active Directory, command line

Categorizing your skills makes it clear at a glance what your key areas of expertise are.

3. Focus on technical skills and tools

As an IT service desk analyst, your technical skills and knowledge of specific tools are going to be the most important to employers. Focus your skills section on hard skills like ticketing systems, operating systems, networking protocols, and troubleshooting techniques.

Avoid including soft skills like "communication" or "problem-solving" in your skills section. While these abilities are certainly important, they are better demonstrated through your work experience and achievements. Keep your skills section focused on the technical expertise that qualifies you for the job.

Skills: Communication Problem-solving Detail-oriented Windows TCP/IP

Instead, a focused technical skills section will look more like this:

Technical Skills: Operating Systems : Windows 10, Windows 8, macOS, Linux Networking : TCP/IP, DNS, DHCP, Cisco IOS Tools : Zendesk, Jira ServiceDesk, ServiceNow, Splunk

4. Use Applicant Tracking System (ATS) keywords

Many companies use Applicant Tracking Systems (ATS) to automatically scan resumes for relevant keywords before a human even looks at them. To ensure your resume makes it past these filters, it's important to include keywords from the job description in your skills section.

For example, if the job description lists "ServiceNow" as a required skill, make sure to include "ServiceNow" in your skills section, even if you have experience with other similar ticketing systems. The ATS will be looking for that exact keyword.

Here's an example of an ATS-optimized skills section for an IT service desk analyst:

Skills: Ticketing Systems : ServiceNow, Zendesk, Jira ServiceDesk Operating Systems : Windows 10, macOS, Linux Networking : Cisco IOS, TCP/IP, DNS, DHCP Cybersecurity : Symantec, McAfee, Malwarebytes Remote Support : LogMeIn, TeamViewer, Bomgar

By including relevant keywords from the job description, you'll increase your chances of making it past the ATS and getting your resume in front of a human hiring manager.

Skills For IT Service Desk Analyst Resumes

Here are examples of popular skills from IT Service Desk Analyst job descriptions that you can include on your resume.

• Computer Hardware Troubleshooting
• Service Desk
• Windows Server
• Software Installation
• Active Directory
• System Administration
• Computer Hardware
• Technical Support

Skills Word Cloud For IT Service Desk Analyst Resumes

This word cloud highlights the important keywords that appear on IT Service Desk Analyst job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more likely you should include it in your resume.

How to use these skills?

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Service Desk Analyst Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the service desk analyst job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

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• 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
• Work with the rest of the team to identify new areas for problem prevention and continual improvement
• Provide 1st level IT service support - perform troubleshooting and resolve if possible, perform Request Fulfilment
• Execute service desk processes for Request Fulfillment, Incident Management, and support Problem Management
• Improve efficiencies - job throughput, resolution times, service improvements and process improvements
• Work with Service Management Excellence to identify and develop automated reports
• Initiate and facilitate the following ITIL processes: Incident Management, Request Fulfillment, Access Management, Problem Management, and Knowledge Management
• Work with management to provide continual service improvement of our service desk processes and knowledge base
• To prioritize workload, and escalate high priority calls to the Service Desk Manager, Incident Manager or Service Operations Manager as necessary
• Provide input to Service Desk Management in regard to staff performance for performance evaluations
• Working with Service Management help improve level of customer satisfaction by 20% by EOY
• Provide 1st level IT service support - perform troubleshooting and resolve if possible, perform Request Fulfillment
• Establish and maintain effective working relationships with those contacted in the course of work
• Work on and support development/improvement projects as assigned by management
• Provision of effective Incident Management, working closely with resolver groups to undertake effective Problem Management
• Identify opportunities for optimizing system performance and provide suggestions for development
• Troubleshoot hardware problems (printers/desktops/pos hardware/network); provide support to requests remotely and also at the internal customers workplace
• Maintain working knowledge of the latest company technology to provide support
• Maintain information on incidents reported and provide management information as requested
• Works with Team to achieve performance goals and increase productivity
• Excellent organizational skills, ability to prioritize multiple priorities and strong attention to detail
• Able to provide courteous and professional service when dealing with high profile customers & technical details with a “can do” attitude
• Ability to work with VIPs and senior level management in a professional and proficient manner
• Ability to broaden knowledge in the functional areas of IT and be proficient in 2 or more functional areas
• Ability to provide excellent customer service. Ability to apply diagnostic techniques for problem troubleshooting
• Excellent communication skills, ability to understand customer issues and resolve them quickly and efficiently
• Quality and Partnership – ensure all assigned deliverables are completed at a high level of quality
• Strong organizational skills with the ability to manage priorities and workflow providing accurate documentation and accountability
• Strong computer skills and proficient knowledge of MS Office products
• Ability to apply knowledge acquired or from a knowledge base source to resolve user issues

15 Service Desk Analyst resume templates

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• Manage personal workload and prioritize tasks
• Manage personal skills development, career development and participate in cross-training initiatives. Comply with PEAD activities and business requirements
• Help mentor knowledge and responsibilities throughout the year (new hires and peers)
• Participate with other team members in establishing team performance objectives and promote the concepts of team building
• Actively participate in all team meetings
• Expected to promote teamwork and cooperation to generate a positive working environment
• On time and accurate submission of overtime and on call forms as outlined by your Manager
• Ability to work on multiple concurrent tasks
• Responsible for answering telephone calls in a polite and timely manner whilst achieving agreed call wait levels. To ensure all calls are logged accurately and categorized correctly with all relevant information being recorded
• Ensure that all emails are logged correctly and in a timely manner and that all information is accurately collated to enable the Service Desk or other teams to easily assess the requirements and respond to customers and the business within the agreed service level targets
• To ensure that Operational Level Agreement and Service Level Agreement levels are adhered to at all times
• To work using own initiative and work within a team environment
• To understand and undertake the roles and responsibilities outlined in the Incident management process to the highest standard
• To strive to deliver continual service improvement, proactively suggesting improvements to the incident management process to the Incident manager or other process areas as identified
• To manage and hand-off incidents and service requests to off-shore locations and co-ordinate with these teams as necessary
• To maintain a comprehensive understanding of the Service Desk Knowledgebase and CMS, using these tools to deliver an unparalleled customer service experience
• To strive to attain the highest possible first time service resolution rate for customers
• To actively promote the Service Desk team to adhere to good practice and ITIL process wherever necessary
• To liaise with other members of the Service Desk in relation to Incidents and Service Requests and to maintain strong general communication lines
• To maintain an up-to-date level of knowledge with regards technology, in particular security policies and company standards
• The role holder would be expected to develop a comprehensive knowledge of the company’s business plans and organization, including key users of technology and their needs
• The role holder will receive an incentive payment for attaining the highest level of customer satisfaction and meeting all related Service Desk targets
• An excellent telephone manner is required together with the ability to handle challenging support situations with a calm and methodical approach
• Desirable to hold ITIL qualification V3 Foundation level
• Desirable to hold Microsoft Certified Professional, Microsoft Technology Specialist or equivalent technical certification
• Desirable to have previous experience of working with RemedyForce and JIRA or another relevant Service Management tool
• Desirable to have experience of working with Active Directory, SAP, Google Mail, MS Office, Windows and Mac environments, and have a good understanding of networks
• Relevant experience in a Service Desk or Call Centre environment
• 2 years’ experience in a Service Desk / Help Desk environment is desirable
• Strong Team Player, excellent communication skills, excellent organizational skills, self-motivated / drive, Flexible
• Good interpersonal skills for written, oral and face to face communications, both within Technology and the business
• Adherence to process and procedures to maintain quality and professionalism Requirements
• Fluent written / spoken English and Polish plus at least one of the following additional languages: German, French, Italian, Spanish
• Solid experience of supporting an end user environment an advantage
• Strong Teamwork and communication / information sharing
• ITIL awareness    
• Summarize and log all calls accurately within a call tracking system
• Strong verbal and written communication skills and exceptional telephone etiquette
• Experience with OS X, Oracle and mainframe emulation software
• Basic knowledge of networking concepts, wireless technologies and remote desktop tools
• Ability to work a flexible work schedule; Help Desk hours are Mon-Fri 5:00 AM-8:00 PM and Sat-Sun 6:00 AM-5:00 PM
• Thoroughly and accurately understand issues and analyze the problem in a systemic fashion
• Analyze each client's specific request and determine the underlying problem and escalate to engineering staff or recommend proper solution
• Understand and execute standard process and procedures for change management for updating and maintaining client environments
• Apply standard and custom monitoring sets to a client environment to make sure the entire client’s environment is being monitored. This includes developing custom scripts to help automate monitoring and deployment processes
• Strong communication skills to be able to work with clients and assist non-technical users with troubleshooting remotely
• Provide telephone and desk-side support to the business, both locally and globally when needed, on a rotated basis, diagnosing and resolving customer issues while tracking and recording the issue using Remedy call logging system
• Assist in handling the volumes of contacts made by the FT business into Technology globally through phone, email, self-service and direct contact, assisting in resolving or reassignment to the appropriate teams where applicable
• Manage calls within your team and your personal queue to ensure that SLA targets are met
• The role covers 35 hours a week as part of a shift pattern covering Monday to Friday (between 08:00 and 21:00) and Sunday/Bank Holidays (11:00 to 19:00) on a rota basis
• To ensure that customers are provided with regular updates on fault diagnosis prior to resolution and follow up that the customer is fully satisfied
• To ensure that customers are provided with regular updates on fault diagnosis prior to resolution and follow up that the customer is fully satisfied before closure
• Escalate support queries to appropriate IT teams and work collaboratively to ensure timely resolution
• Perform user administration tasks on a host of end-user based applications and systems, both locally and globally
• To create and share knowledge with all members of the global team
• Handle both software and hardware installations, ensuring licensing procedures are followed, and help maintain a complete asset listing
• Provide VOIP telephony support
• Provide support to all mobile and end users devices, both FT and personally owned where appropriate
• Understand the full range of services that the Service Desk provides and prioritize team workload accordingly
• Develop and maintain a good understanding of the FT businesses and support priorities
• Liaise with globally distributed Service Desk staff to maintain consistently good support for all FT staff
• Contribute to the continual service improvement of end-user services
• On a regular basis input ‘Problems’ that are seen on the desk into the Problem management process, and coordinate through to finding the root cause
• Thoroughly and accurately understanding issues and analyzing problems in a systemic fashion
• Analyzing each specific request and determining the underlying problem and recommending proper solutions
• Understanding and executing standard escalation procedures with tier two support
• Working quickly and effectively to take action against requests and incidents or escalating as required
• Ability to listen, analyse and guide people by providing instructions over the phone
• Ability to remain calm under pressure and when faced with adversity or urgent issues
• Ability to view current procedures and processes as opportunities for enhancement, tuning and improvement where practical
• A dynamic character, capable dealing effectively with colleagues and business users working in a constantly evolving environment
• At least 2 years experience in Level 1 and 2 technical support
• At least 2 years experience in supporting Windows 7 and Office 365 Suite
• At least 2 years experience in basic Network support and troubleshooting TCP/IP

IT Service Desk Analyst Resume Examples & Samples

• Minimum 2-3 years experience in a Service Desk role
• Experience in using Service Desk applications to log new calls, use views, search for calls, monitor call progress and run reports
• Ability to analyse report data and identify trends
• Knowledge of Windows 2003/2008 Servers, Citrix, Novell
• Understand basic networking (IP, DHCP, DNS etc)
• Smart phone device management
• Experience of producing technical documentation would be beneficial
• Excellent communication skills & strong teamwork skills
• Ability to remain calm under pressure and to prioritise work tasks,
• Proactive, adaptable and flexible in approach to work
• Provide support for in-house custom applications and other packaged software
• Provide prompt and professional IT support services to local and remote customers by troubleshooting, analyzing and diagnosing IT incidents and engaging appropriate technical resources to resolve them
• Manage incoming customer requests via phone, email, voicemail and web interface and prioritize incidents based on severity and impact to business production
• Record and document support incidents in our incident management system, monitor and manage multiple ticket queues and document solutions using our knowledge management system
• Diagnose and escalate incidents to Level II (only when all department resources are exhausted) and manage incident through entire Incident Lifecycle
• Support our growing mobile and in office workforce on such issues as network connectivity, hardware failures, software usage (including Windows OS and Commercial off-the-shelf applications), phone system, etc
• First level wireless device support on firm’s mobile management system
• Provide support for technical issues related to network connectivity and system configuration
• Effectively collaborate with team members and various departments across IT
• Participate in coordinating messages sent on behalf of the Service Desk pertaining to planned, unplanned, and emergency service disruptions
• Provide accurate and timely record keeping of all technology equipment assets
• Participate in ongoing maintenance of all office PC systems, software, configuration, updates and patching to keep equipment in compliance with firm standards as needed
• Utilize imaging and software library to deploy systems as well as reimage and migrate data as needed
• Involvement in firm wide projects and deployments
• Research new ways to improve technology service delivery and make recommendations to improve performance, minimize downtime, improve response times and reduce costs. Solicit feedback to monitor user perception of performance of our products and services and make recommendations for improvement as needed to the Information Technology leadership team
• Lead training on technology topics including group, individual and online sessions, and assist with developing training materials and, if needed, participate in other technical writing projects
• Involvement in task force, committee, and subject matter expert teams
• Develop and maintain skills to accomplish job duties and support the firm's technology strategy, seeking development opportunities that promote personal growth and career development
• Demonstrate the highest degree of professional standards and strict confidentiality in matters that require discretion and adhere to firm policies and procedures
• Perform other job related duties as necessary
• Associate’s degree in Computer Science or related area; equivalent work experience will be considered in lieu of this requirement
• At least three years of related work experience in a call center or technology support role in a medium- or large-sized organization
• Experience with an ITSM Suite or Incident Management System
• Support expertise in Windows 7 64-bit and Office 2010. Microsoft certifications a plus
• Working knowledge of servers, general networking principles, enterprise applications, and Internet technologies
• Working knowledge of ITIL principles is helpful, certification a plus
• Ability to work as a 'team player,' especially during time sensitive tasks/projects which may require overtime to successfully complete the job
• Self-starter, capable of successfully balancing multiple support and project goals while maintaining priorities unsupervised
• Highly reliable, well organized and able to maintain a professional work area
• Ability to work shifts outside of 8 a.m. – 5 p.m. Monday to Friday, including overtime, weekends and holidays
• Willingness to use and monitor personal mobile device for activity and respond when necessary
• Ability to integrate procedural steps and processes with technical requirements and system functions to assure successful delivery of work
• Team oriented and ability to prioritize, handle multiple tasks simultaneously and meet established deadlines in a fast-paced environment
• Critical thinking, problem solving and demonstrates initiative
• Ability to work well under stress and time critical situations
• Phone, email, walk-up, and inbound ticket queue support for incoming employee IT service requests
• Monitor internal system notifications for proactive response, and communication of any outages or system down time
• Active Directory user administration, password resets and unlocks
• Support on-boarding and off-boarding of employees into the SONY Enterprise
• ITIL Foundation Certified or experience in ITIL Service Desk processes an advantage
• Experience working with and supporting Windows desktops
• Microsoft Office suite (2007 onwards)
• Antivirus - McAfee, Sophos
• Availability to provide out of hours support when required
• Ability to work on own initiative and within a team
• Ability to remain calm under pressure and to prioritise work tasks
• Enthusiastic learner, recognising the need to experience a broad range of service provision before taking on sole accountability for systems and services
• Commitment to provide a high quality & professional service
• Proficiency in the English language is a requirement
• Work as a 'team player,' especially during time sensitive tasks/projects which may require overtime to successfully complete the job
• Reliable, well organized and able to maintain a professional work area
• Integrates procedural steps and processes with technical requirements and system functions to assure successful delivery of work
• Demonstrates organizational and time management skills
• Works well under stress and time critical situations
• Take full responsibility for all service based calls
• Ensure all calls are processed effectively and in a timely manner
• Support the PMO with reporting and analysis of SLA performance levels
• Pro-actively partner with other service providers to ensure the most accurate
• University degree in computer science or engineering, or equivalent
• Ability to undertake shifted work patterns to cover a 24x7 environment
• 1-3 years recent service desk experience supporting customers and systems. Specifically, Windows 7 desktop operating system, Active Directory, Outlook, Exchange email
• Troubleshooting and escalation of production problems and issues using structured processes
• Be able to analyze data and provide solutions to complex problems
• Be able to drive continuous improvement
• Be able to work independently and coordinate small projects
• Should have ability to comprehend, capture as well as interpret basic customer information
• Should have sound knowledge of telephone etiquette
• Ability to treat people with respect under all circumstances, instil trust in others besides upholding the values of the organization
• Should have ability to manage difficult customer situations, to respond promptly to the needs of the customer, respond to requests for service/assistance
• Should exhibit Punctuality
• Should be able to follow instructions as well as take responsibility for their actions and also keep commitments
• Should have the ability to make efficient use of available resources
• Willing to work in shift and Sat/Sun
• Experience providing first level technical support to internal customers, including but not limited to, desktop/workstation support, business and back office application support, network, end user printing, etc
• Practical experience required working with the following: Microsoft Windows Enterprise; Microsoft Office; and PC hardware
• Experience with Active Directory user administration. Experience with Microsoft Office Suite
• Ability to learn and support new applications. Strong interpersonal skills and strong customer service orientation is required. Ability to multi-task and work in a fast paced, ever changing environment
• Practical experience working with IT Service Management tools, preferably ServiceNow. Basic understanding of work flows and how they support Service Desk daily operations
• Basic understanding of IT Service Management concepts and best practices desired
• ITIL Foundation and/or practioner Certification a plus but not required
• IT Service Management tool administration beneficial
• Process customer calls and emails; act as the face of IT and point of reference for client technology issues
• Log incidents, taking ownership to ensure timely diagnosis and resolution or escalation to support groups to minimise service interruptions
• Provide clear and regular communication of status to all stakeholders
• Administer the high severity incident notification process - issue timely SMS and email updates
• Log and process client requests
• Maintain effective communication channels with clients to ensure consistently high levels of customer satisfaction (90%+)
• Contribute to the identification of procedural and operational inefficiencies and assist in the development of new or revised procedures
• Participate in the testing and implementation of quality systems and products
• Maintain the Service Desk Knowledge Base articles
• Provide accurate and timely SLA and management reporting
• Identify systemic issues and suggest options to reduce repeat calls
• Provide day-to-day customer-focused first level technical support to internal system users nationally
• Identify and escalate situations that require immediate attention
• Advanced technical troubleshooting and analysis skills
• Be accountable for issue tracking and documentation of resolutions in our Help Desk System
• Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from end users experiencing problems with hardware, software, networking, and other computer-related technologies
• Update required weekly status report
• Two year Information Technology or related degree required Bachelor degree preferred
• Minimum 3 years of IT Service Desk or Help Desk experience
• Proficient in Microsoft Office suite including Word, Excel, Visio and PowerPoint
• Recent industry standard technical certifications such as MCSA, MCSE, MCTS, MCITP, Network+, A+, CTP+, Security+, CCNA preferred
• Self-motivated with strong organizational/prioritization skills and ability to multi-task with close attention to detail
• Knowledge of Active Directory
• An ability to multi task to meet multiple deadlines in short time frames
• Customer service and results oriented
• Demonstrate integrity, accountability, respect and commitment
• Flexibility in assigned working hours
• Experience logging and escalating tickets
• Level 1 – 2 support experience
• Previous experience of remote troubleshooting techniques
• Evidence of supporting bespoke applications and solutions
• Ability to learn quickly and be self-sufficient
• ITIL v3 Foundation desirable
• Great customer communication skills
• Dispatching incident and service request tickets to relevant teams when unable to resolve at 1st line while keeping the customer informed
• Translate technical information into language the customer understands
• Escalating problems to the appropriate teams at agreed escalation points as defined in the incident management process
• Work to make Service Desk the single source of truth and service delivery channel for IT
• Monitor the Service Desk mailbox and proactively gather workload
• Ensure the Knowledge Management repository is up to date and top quality solutions are available to the staff
• Keep confidential all applicant, client, and verification and company proprietary information
• Contribute to the overall success of the Service Desk Team by working together to improve existing processes and technical understanding
• First-class communications skills
• Ability to multi task and work well under pressure
• Excellent knowledge of Windows 7 and Mac OSX backed by accredited training
• Proven ability to support remote customers across different devices i.e. desktop, laptop, mobile, tablet, Mac etc
• Proven ability to work with the standard native Microsoft administration applications; AD, Computer Management,
• Ability to support Citrix
• History of working within a Cisco environment
• Accredited support qualifications
• Good desk-side manner
• Pro-active approach to work
• Professional outlook and presentation
• Strong team player keen to learn and contribute
• Record and where possible, resolve customer queries using various diagnostic tools and interpersonal skills
• Record, and where possible, fulfil service requests
• Own and progress incidents and requests with other Technology teams, on the customer’s behalf
• Manage high impact incidents affecting the technology systems and environments
• Provide the highest levels of customer support and satisfaction in-line with the Dow Jones policy and procedures
• To prioritize workload, and escalate high priority calls to Service Desk Management as necessary
• To manage and handoff incidents and service requests to offshore locations and coordinate with these teams as necessary
• To maintain a comprehensive understanding of the Service Desk knowledge base systems to deliver an unparalleled customer service experience
• Work as part of a 7x24 operation, providing on-call support and onsite support overnight as required
• Must be willing to work unsociable hours on occasion and be prepared to travel between locations as needed
• Designing, implementing, administering, monitoring, and troubleshooting resilient home office build outs
• Supporting audio/visual and videoconferencing technologies for Executive offices, meetings, and events
• Resolve IT Incidents and fulfill Service Requests in a timely manner
• Execute routine hardware/software deployments for Senior Executives and their Assistants
• Travel required as well as after hours and weekend availability for executive IT support
• Coordinate, manage, and execute Desktop Support projects, track progress, revise deadlines and ensure they meet changing needs and requirements
• Work with IT Resellers in order to identify, procure, and deploy industry leading software or hardware solutions
• A+, Network+, MCP, MCDST, or CCNA Certifications preferred
• Bachelor Degree in Information Systems or Computer Science
• Minimum 5 years Desktop Support (Tier 3) experience
• Minimum 3 years Executive IT Support experience
• Experience in providing support in a high pressure, demanding environment
• Strong working knowledge in desktops (Win7 and Mac OSX), tablets, and mobile (iOS, Android, and Windows Mobile)
• Strong Microsoft Active Directory experience and user account management
• Strong working knowledge with Asset Management Systems and IT Service Management Systems (ie, SCCM, Absolute Manage, Service Now, Remedy etc.)
• Must have excellent presentation and communication skills, must be friendly, professional, and articulate
• Experience in onboarding, training, and mentoring new IT support teammates
• Provide technical assistance to all users utilizing decision trees. Answer questions and resolve problems over the phone, providing instruction through verbal communication and remote access
• Assist in resolving issues related to system hardware and software, including printing, installation, word-processing, electronic mail, and operating systems. Log and track all calls in call tracking database. Refer and escalate calls as necessary
• Log and maintain point of sale, back office and telecommunication equipment. Place service calls for failed computer/ telecommunications components. Follow up for service level compliance and resolution. Communicate these issues with management as necessary
• Monitors LAN/WAN and Server availability. Assists in first level event resolution and escalates problems as required
• Monitors Store Network availability. Assists in first level event resolution and escalates problems as required. Assist management with troubleshooting various network components within the store to bring it back online. Dispatch and work with repair vendor until issue is resolved
• Maintains current knowledge of operating procedures and standards
• Safeguards security of equipment and data files
• Assists in continuous effort to improve the Enterprise Service Desk, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service
• Maintains Computer Room/Server Room cleanliness, safety, and security
• Meet or exceed, both individually and as a team, company defined key performance metrics relating to Enterprise Service Desk call volume and service levels
• Executes and monitors batch and online systems in multi-platform environment, including critical backups. Assists in first level event resolution and escalates problems as required
• Review and follow-up on all open calls, ensuring they are closed within company defined SLA’s
• Follow the established principles of the Information Technology Mission, Vision, Values & Principles (MVVP)
• Knowledge of the principles and practices of information systems at a level normally acquired through the completion of a high school diploma
• 1-2 years of experience in Computer Operations or Help Desk support
• Telecommunications and POS systems experience is a plus
• The ideal candidate will demonstrate a knowledge of effectively troubleshooting PC’s, Mac Software and Hardware, LAN’s, and WAN’s. It is important to possess good communication and interpersonal skills. Due to the nature of the position, heavy lifting is often required
• Extensive experience with Windows operating systems, as well as Microsoft based applications such as Office 2010, 2013
• Experience with Mac Support
• Experience with Mobile device configuration and support
• Must be able to work well under time constraints and be able to handle multiple tasks with changing priorities, communicating changes in scope and schedule to all parties concerned
• Associates degree or IT certification - preferably in Computer Science or related field or equivalent experience
• Demonstrated high level of attention to detail
• Strong analytical skills, creative problem solving and sound technical judgment
• Ability to adjust priorities and work in a continuously changing environment
• Ability to self-start and self-motivate
• Demonstrated ability to listen well and translate the needs of customers into system solutions
• Must be able to communicate effectively with a variety of people who have different skill levels of technical competence
• Ability to troubleshoot remote user’s internet connectivity
• Superior customer service skills with the ability to successfully handle demanding users while working on strict deadlines
• The ability to work as an individual efficiently and manage multiple priorities
• Proficiency in MS Operating Systems, Remote Mobile Technologies, MS Office suite, and Smart Devices running iOS and Android. Understanding of Mobile Device Management technologies such as Meraki MDM or AirWatch
• Ability to understand and follow written and oral instructions, with acute attention to detail
• Versatility, flexibility, and a willingness to work within constantly changing priorities and hours
• A good understanding of basic networking concepts
• Maintains professional and technical knowledge through self-motivation or by attending educational workshops
• Understanding of Retail POS and other retail IT systems
• A four-year college degree in Management Information Systems, Computer Information Systems, Computer Science or a related field
• 2+ years of experience in the IT industry; 2+ years of experience handling level 1&2 Service Desk/Desktop support and training
• Proficiency in Mobile Device Support (iPhones, Android Devices)
• Able to multitask effiicently and effectively
• A least two (2) years experience in a related technical support role and/or service desk role required
• Basic experience with Network Management and monitoring applications
• At least one (1) year of technical experience in Microsoft Windows operating systems
• At least one (1) year of technical experience in personal computers and peripherals
• At least one (1) year of experience in network problem isolation and resolution
• At least one (1) year of experience in networking and computer configuration
• Six (6) months experience in customer service with a passion for high customer satisfaction and achieving operational excellence; ability to interact with all levels of staff including senior management, internal and external customers
• Six (6) months in analyzing and define problems; prioritizing work flow, multitasking and meeting deadlines
• 1st line support : troubleshooting of IT related problems (excluding applications)
• Escalate unresolved issues/requests to the corresponding helpdesk (L2 support)
• To maintain a high degree of customer service for all support queries
• Excellent communication skills and telephone manner
• Effective listening and attentiveness skills
• Willingness to improve and to learn
• Customer service orientation and/or prior customer service training
• Banking experience will be advantageous but not mandatory
• Receives IT assistance requests by way of telephone and e-mail from property managers and clients
• Logs requests from end users and tracks them through resolution to ensure service levels are met
• Trouble shoots application issues, specifically for Commercial Property Management Systems
• Sets up Master File Records, including owner records, banking information, and general ledger accounts
• Regularly contributes to and updates knowledge base system
• Utilizes self-service technical support tools for clients and end users, such as FAQ's, live chat, knowledge base, manuals, etc
• Provide support in line with C&W Incident, Change, Configuration and Project Management processes to agreed Service Level Targets
• Associates degree in Computer Science or related field or equivalent
• Support desk experience is required
• Minimum of one year computer operations or related experience required
• Knowledge of Commercial Property Management or Accounting Systems (Yardi) preferred
• Very good verbal and written communication skills required
• Strong customer service orientation aptitude is essential
• Strong knowledge of computer software and programs such as Crystal Reports, Outlook, Access and Excel is a requirement
• A working knowledge of SQL/Oracle coding
• Analytical problem solving skills to follow an incident or problem through to resolution
• Ability to "think out of the box" and question existing ways of doing things at a technical and process level
• Ability to collaborate with business and IT team members
• Ability to communicate technical issues effectively to end users and IT team members (verbal and written)
• 1) User pre-provisioning (checking)
• 2) User provisioning(access creation, modification & deletion)
• 3) Password resets (1st line support)
• 4) Providing audit evidence on request
• IT knowledge/experience in a Service Desk &/or IT Security environment (essential)
• Understanding & working knowledge of Service Level Agreements & Service Catalogues & experience of delivering service with Service Level Agreement targets (essential)
• The ability to communicate effectively, both written and oral, with both Users & IT staff in a pressured environment (essential)
• Ability to develop & implement process change (essential)
• The ability to work with minimum supervision & as part of a team (essential)
• Intermediate knowledge of Lotus Notes & Microsoft Office Products (essential)
• Ability to manage small projects (essential)
• Methodical, with a high degree of accuracy (essential)
• Working knowledge of problem management systems (essential)
• Willingness & ability to work outside business as usual when necessary, to get the job done (essential)
• Knowledge & experience of Role Based Access & starters & leavers workflows (essential)
• Quality standards such as ISO 9001:2008 & ISO 20000 (desirable)
• Proactive, with service improvement experience (desirable)
• Teamwork (Intermediate)
• Flexibility (Intermediate)
• Communication (Intermediate)
• Problem Resolution (Intermediate)
• Relationship Management (Intermediate)
• Drive (Intermediate)
• Statistical/problem analysis experience (desirable)
• ITIL &/or ISO 9001:2008, TickIT & ISO 20000 training/experience (desirable)
• Lotus Notes, Active Directory admin (intermediate) & Microsoft Office Products (advanced) - (Desirable)
• Experience of IT security administration, preferably in the financial sector - banking, securities, or similar environment (desirable)
• CISMP (Certificate in Information Security Management Principles) (desirable)
• Act as first point of contact for support to back office and contact centre
• To provide 1st / 2nd level support to all team members
• Escalation of calls to other I.T support members to resolve outstanding and high priority cases
• To diagnose and aid the resolution of support issues for desktop/laptop software and hardware
• To document all process and procedures relating to systems operations, to comply with all I.T Systems Procedures as required maintaining company Quality Standards and adhering to Audit requirements
• To identify and to contribute to continuous improvements in working practices and information technology
• To undertake all duties required to develop and maintain I.T. and systems operations, and any other duties requested in order to fulfil the needs of the business
• Additional Projects as required
• Third Level IT Qualification would be an advantage or hold professional certification such as MCP, MSCE/MSCA or CCNA
• At Least 3+ Years' experience in a similar role resolving and troubleshooting IT issues
• Good working knowledge of a wide variety of technical systems:-. Microsoft Windows 7, Basic Networking, Printer and Microsoft Active Directory administration skills
• Excellent communication skills - ability to interact with both technical and non-technical colleagues
• Excellent organisational/problem management/troubleshooting skills
• Strong aptitude to and ambition to learn and develop skills
• Provide excellent customer service via several different channels
• Deal with business related queries, incidents, problems and requests
• Support a variety of clients in the prompt resolution of issues, ensuring all agreed SLAs, OLAs and KPIs are met
• Major Incident Management; opening technical conference bridges, WebEx and inviting the relevant SMEs to the call
• Resolve technical queries raised via the Client Portal, e-mail and telephone, in a professional and efficient manner
• Liaise with internal and external Subject Matter Experts (SME) as required, to ensure timely escalation of complex issues
• Take ownership and responsibility of issues throughout the ticket lifecycle, to ensure that 3rd parties and resolver groups adhere to OLAs
• Follow agreed operating procedures and ensure all queries are accurately logged using the defined processes
• Create Knowledge Articles to facilitate knowledge sharing
• Support the team in complying with agreed SLAs and KPIs
• Become familiar with systems, network databases and tools to support the prompt resolution of issues
• Develop sound technical understanding to maximize first time fix
• Support development of new and existing team members to enable the transfer of knowledge and consistency within the team
• Any other duties assigned by the Support Manager
• Friendly personality and helpful attitude, with and ability to work well with others
• Able to build positive relationships with colleagues, teams and clients
• Sound technical knowledge and troubleshooting skills
• Exceptional questioning techniques in order to accurately collect detailed information surrounding reported issues
• 3 years minimum working in a customer facing, Service Desk/Support role
• 3 years working within the ITIL framework
• Experienced working in a SaaS support team
• Excellent decision making skills, with the ability to work under pressure and to difficult deadlines
• Able to understand and comply with all internal procedures, SLAs & KPIs
• Experience of adhering to strict data security policies
• Able to work with limited supervision
• Experience using ServiceNow incident management tool
• Resilient and able to work under pressure
• A proactive and inquisitive nature, with a can-do attitude
• Confidence with leading training/technical conference calls, updating clients and driving actions to resolution
• Ability to troubleshoot remote user’s internet connectivity issues including personal cable and DSL connections
• Strong customer service skills with the ability to successfully handle demanding users while working on strict deadlines
• Proficiency in MS Operating Systems, Remote Mobile Technologies, MS Office suite, and Smart Devices running iOS and Android. Understanding of Mobile Device Management technologies
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies
• Basic referential database knowledge and telephony experience preferred
• Must be willing to work non-standard hours as required
• Prior experience is not required but some help desk experience is a plus
• Handling Infrastructure and Application incidents, including restoring degraded or disrupted services to users as quickly as possible in order to minimize business impact
• Process Global Security Service Requests
• Answer and service questions where possible by means of phone, email, chat and remote take-over tools
• Works overlapping hours with other team members from 7:00am – 6:30pm supporting all IFF sites in the region of the service desk
• Works with other Regional service desks to cover the English language or the local language of the given region
• Service Desk Support or IT Support in an International environment
• Ability to clearly document, convey and describe situations or resolve issues
• Proficiency in the English language both written and orally
• Additional proficiency in another language a plus
• Providing fast, efficient, and courteous first & second-line Service Desk support to over 1000 users in a fast-paced consultancy, primarily remotely ensuring efficiency and maximising availability to support the APAC region
• Supporting clients on a variety of systems and software including Windows 7, MS Office 2010, Tablets, BlackBerry, Endpoint Anti-virus Protection, Cisco VPN, SCCM, Multi-function Printers, and Remote Access, within a TCP/IP wide area network
• Testing, deploying and supporting the latest IT technologies, including tablets running Windows 8.1, BlackBerry 10 and Windows Server 2012
• Writing new helpful documentation for our users
• Logging tickets for customers over the phone
• Document all pertinent information regarding the call
• Ensuring constant and consistent communication is undertaken for any open requests
• Working on quick fixes
• Building the Service Desk Knowledgebase
• Building relationships with customers and the wider IT teams
• Work closely with the IT Second Line Engineers and the Dev Ops support teams on moving technical solutions and monitoring into the first line processes
• To increase the first line fix rate of the service desk by using previous experience, taking on more technical incidents from second line
• To reduce the number of logged incidents
• To manage all customer requests, making sure they are routed to the correct departments within TDX or 3rd party suppliers
• To ensure all support requests are logged within Service Management tool set
• To ensure all customer service level targets are met
• Communicate with external clients and third party suppliers, and internally with clients and technical teams, to ensure that all customer requests are logged, completed and communicated with the given service level targets
• Diagnose and resolve level 1 problems in the areas of hardware, software, applications, and operating system
• Provide telephone assistance to all levels of staff
• Reset passwords when appropriate
• Log and track emails ticket request
• Log and track GSN incident and request tickets
• Ensure service calls from customers are addressed accurately and in a timely fashion, with emphasis on customer care
• Excellent verbal and written English skills
• Ability to prioritize tasks by business need in a timely fashion
• Technical customer service experience and strong customer service orientation
• Experience in support of a dynamic Help Desk environment covering desktop and application troubleshooting
• Solid Decision making and problem solving skills
• Knowledge of Microsoft Office Suite, Lotus Notes, Active Directory and a variety of other applications
• Knowledge of HP Service Manager a plus
• BS in Information Systems, Business discipline or related major
• 3 + years in customer service or IT helpdesk support
• 5-10 years of applied business and IT experience in large and complex organizations
• Mortgage business knowledge preferred
• Strong communication skills: verbal, written, facilitation
• Technical understanding with ability to communicate technical impact, technical solutions, root cause and corrective actions into layman’s terms
• Strong ability to work in an ambiguous, changing environment
• Strong ability to work under pressure and tight deadlines
• Technical understanding with ability to translate into business concepts
• Solid understanding of the organization’s business and how IT contributes to it
• Proficient with Microsoft Excel, Word, PowerPoint and SharePoint
• Provides technical support and troubleshooting via phone, email, chat, and walk-up for all computer hardware, software, and peripherals supported by Corporate Technology (includes local and remote users across the country and worldwide)
• Identifies, researches, and resolves technical and procedural issues
• Procurement and management of mobile devices and plans
• Performs system administration tasks through MS Active Directory, Exchange and RSA (VPN) consoles including de/provisioning new user accounts, mailboxes, distribution lists, security groups, and tokens
• Escalates more complex issues to desktop and engineering teams for root cause analysis and resolution
• Procures and supports company issued mobile devices including phones, tablets, and hotspots and handles inquiries related to plans and contracts
• Processes incoming IT service requests (accounts, purchases, distribution lists, etc.)
• Documents, tracks, and monitors each incident to ensure timely completion, maintaining ownership through resolution
• Reporting to work onsite and on time on a daily basis is an essential function of the job
• Other duties assigned by manager
• Working knowledge of Microsoft Windows 7 and Microsoft Office Suite
• Working knowledge of Mac OS X desirable
• Working knowledge of Microsoft Active Directory and Exchange
• Working knowledge of iOS, Android
• Possesses a strong customer service focus and service orientation
• Possesses internal drive and a desire to master technical concepts
• Effective communication skills, particularly via remote means (IM, phone, email, etc.)
• Bachelors/Associates degree or equivalent experience in Information Systems
• Minimum 1-2 years customer support experience; an IT service desk or help desk environment strongly preferred
• Provide desktop support services to Macquarie's Philadelphia-based asset management business
• Troubleshoot and resolve technology incidents and requests via a ticket queue
• Provide telephone, email and walk-up support as needed and log those interactions as tickets
• Build and deploy PCs and laptops
• Support corporate telephony and mobile device technology at the end user level
• Provide regular status updates to customers, stakeholders and management during extended troubleshooting efforts
• Collaborate with second and third level technology teams for urgent or complex issues
• Uphold the service standards and expectations in accordance with documented Key Performance Indicators
• Technologies: Windows 7, Microsoft Office, Active Directory, iOS (iPhone / iPad), Citrix, VPN, market data applications
• Experience providing IT support in a large, global, corporate environment
• Polished, mature, confident presence
• Excellent written (email) skills
• Ability to effectively balance high volume productivity demands against ability to provide analytical troubleshooting and problem resolution
• Be a strong, dynamic character, capable of dealing effectively with colleagues and business users working in a constantly evolving environment
• Customer-focused with a "service first" mentality
• Technologies: MacOS, Cisco telephony, Airwatch Mobile Device Management
• Experience providing IT Support in the Financial Service industry
• Experience collaborating with offshore, global support teams
• Remedy ITSM tool experience
• Demonstrate the ability to analyse information provided by users to identify incidents which can be rectified at that first point of contact and be able to diagnose incidents with technical systems or equipment and apply knowledge base to rectify
• Experience of working with Microsoft Windows, and demonstrating good computer skills or possession of a relevant IT qualification
• Show experience of dealing calmly and politely with high volumes of telephone calls from a variety of customers
• Be able to demonstrate the ability to learn from one system and to apply that learning to other systems where appropriate
• The ability to rapidly and accurately gather all information relevant to each incident
• Summarise details whilst ensuring key details are included
• Maintain effective control of a situation
• Must show the ability to prioritise situations and manage resources available in order to respond and meet performance targets
• Be able to demonstrate the ability to work as part of an effective, motivated and high performing team
• Must have knowledge of Information Technology Infrastructure Library
• Desktop application troubleshooting
• Basic administration of user accounts and groups
• Record detailed information into Service Desk ticketing system
• 2-4 years experience in a Help Desk environment
• Windows operating systems
• Proficient in Active Directory
• Considerable knowledge of computer systems, including servers and peripherals
• Peripherals include deskside scanners, fax machines, and MFD/printers/scanner/copiers
• Server experience to assist with network password resets
• Additional server experience a plus
• Knowledge of IP Telephony/queueing (Cisco)
• Ability to perform device resets and escalation of issues to 3rd party
• Considerable knowledge of varied software applications and operating systems
• Examples: MS Office Suite, Adobe Acrobat, Windows, IOS, etc
• Experience with support of cloud based software
• Ability to independently resolve a wide variety of I.T. issues and document resolutions
• Ability to provide excellent customer service and promote a positive image of the department
• Ability to communicate effectively with non-technical users
• Experience in use of trouble ticketing systems
• Good keyboard skills – fast, accurate typist with excellent Literacy skills
• Ideally confident with using mainstream Microsoft applications, web-based applications and similar products
• Good all-round awareness of IT, computers, computer peripherals and their make-up
• Be able to interact with team(s) and ensure full awareness of any issues
• Experience in having worked within an IT Service Desk environment would be advantageous
• To work as a member of the 1st line team to log/update contacts made to our Service Desk using the company database or other media as required
• To provide support on a range of software and technical issues to our customers using the telephone , email and remote access tools
• To investigate, capture and record quality data
• To attempt resolution or escalate to 2nd tier support
• To work to standard operating procedures and instructions
• To work to agreed targets and objectives
• To undertake and engage in other such duties as required from time to time as directed by the First Line Team Leader or Management
• Able to work on own or as part of a team
• Able to keep up to date with the latest technological advances
• A good logical approach to problem solving
• The ability to empathise with schools staff at all levels
• The ability to build up a good rapport with school staff at all levels
• Flexible and adaptable
• Good timekeeping
• Conscientious and self motivated
• Can do attitude
• Good telephone manner Desirable Skills
• Previous Support/Service Desk or Call Centre experience
• Knowledge of Microsoft Products
• Knowledge of SIMS software
• Must have experience utilizing imaging tools
• Must possess thorough understanding of permissions and inheritance
• Extensive knowledge of MS Office 2013 Word, PowerPoint and Excel with an emphasis on Outlook troubleshooting in an Exchange 2013 environment
• Ability to work on multiple issues and systems simultaneously while maintaining a calm demeanor
• Top 3 skill sets: Microsoft 8.1/7, Outlook troubleshooting, MS Office troubleshooting and Active Directory tools
• Created and Submitted detailed call logs documenting customer interactions
• Assisted Service Desk Management with reporting, analysis
• Resolved deployed customer issues with Windows 7 upgrade and printer issues
• Experience in Onshore-Offshore Model
• Strong Verbal and written communication skills
• Net+ Certified Professional
• Experience a little above the L1 level
• Strong phone skills, customer service
• Strong knowledge and experience of Windows 7 , Office 2010 especially, Outlook. Internet Explorer configuration
• Must be familiar with using basic tcpip command line tools like ping, ipconfig for troubleshooting purposes
• Ability to troubleshoot basic hardware issues, i.e. peripherals that are not responding, running tests with built in diagnostic tools, check device manager for errors
• Flexible availability
• Resourceful, willing to take initiative to find answers/solutions
• Seeks challenges, willingness to learn new things, adaptable to change
• "Go getter", "can do" attitude
• Evaluate and prioritize incoming telephone, voice mail, e-mail, and in-person requests from users experiencing problems with hardware, software, networking, VOIP phone systems, mobile devices, remote desktop configurations, and other computer-related issues
• Resolve basic hardware and software related problems and refer more complex problems to Senior Service Desk staff
• Log detailed activities, track calls/requests utilizing an incident management database, and maintain historical records related to problem documentation and resolution
• Provide accurate and creative solutions to customer problems to ensure quick restoration of customer productivity. If the issue cannot be resolved within a certain timeframe, proper escalation is crucial
• Assist in the developing and maintaining of a problem resolution knowledgebase
• Assist in maintaining Help Desk e-mail, by reading, opening/documenting information into tracking tickets and escalating to proper person or department
• Provide user administration and application support for supported applications
• Escalate User rights issues and employee setup issues to application Administrators
• Ensure that all Service desk contacts and call data (by mail, phone, web portal or other) are correctly logged in our service management system based on ServiceNow, assigned and responded to within service levels required. Ensure that the user is kept informed of progress and that delays are avoided in responses
• Monitor the outstanding incident queue and ensure all are progressed in a timely manner, within Service Level Agreements (SLA)s. Escalate incidents before SLAs are breached
• Operate the Service Desk procedures for Incident handover into second line support
• Ensure that all work is carried out and documented in accordance with required standards, methods and procedures
• Log Service requests for fulfilment
• Support the Service Desk communications process to stakeholders
• High energy with an engaging, customer focussed approach
• IT literate particularly around products like Microsoft Windows and Office, intranets, desktop applications etc
• 2 years minimum experience working in service delivery for clients with demanding SLAsITIL awareness, ideally to at least Foundation level
• Any previous experience of working in a Service Desk, Helpdesk or support environment
• Experience of supporting an Active Directory environment and Microsoft Windows client operating systems
• Good analytical skills with the ability to diagnose the causes of incidents
• Good understanding of all KPIs and SLAs
• A professional telephone manner and the skills to communicate potentially complex issues to non-technical people
• Ideally experience of using a Service Management Toolset (for example Assyst or Remedy)
• Advanced knowledge of the Microsoft Office suite, to include Word, Excel and PowerPoint
• Call answering and call management skills
• Ability and willing to undergo SC security vetting if successful
• End to end incident mnagement of incidents through to resolution as required to ensure the incidents are fixed to the satisfaction of the customer and in-line with SLAs
• Responsible for answering all calls to the Service Desk within the SLA response times
• Recording all incident details and resolution activity into the Service Desk tool
• Assisting Problem Management in the provision of root cause analysis and troubleshooting ensuring that all data is accurate and up to date where applicable
• Providing a high level of first time fix for all incidents
• Escalating incidents to the next level of management or technical support where SLA timescales are reached
• Ensuring regular communications updates are provided to the customer until incidents are resolved
• Adherence to Thales procedures, working practices and department specific processes
• Other ad-hoc duties as required to support the Service Management operation
• Performs problem determination and resolution support on ACS standard hardware and software following the established standards and operating procedures
• Provides a high level of professionalism and customer service in all dealings with customers
• Develops a working knowledge of the customer’s business need in order to provide technical support in the business environment
• Utilizes problem management system to ensure customer problems are resolved
• Follow established escalation procedures when problems need to be elevated to the next level of support
• Assists with technical evaluations of new hardware and software as assigned to ensure products being evaluated meet business and technical requirements
• Assists with the developing and testing of new and enhanced process and procedures
• Assists with customer training as required
• Uses all available educational resources to keep abreast of new developments in hardware, software, ACS policies, and customer satisfaction techniques
• Answering of IT Service Desk Phone, logging all events into the IT Service Desk call management system
• Resolution and progression of all events allocated via the IT Service Desk call management system. Efficient escalation of events that cannot be resolved
• Performing system checks on a daily basis
• Checking and maintaining of Meeting Room AV equipment
• Creation of new starters and deleting of leavers in Active Directory
• Inducting new staff on IT systems
• Updating IT Documentation
• Administration of Data directories
• Setting up AV, laptops and projects equipment for meetings
• Setting up and supporting VCs
• Patch data points for network and telephones and assist with relocation of IT equipment
• Updating configuration management systems
• Report user complaints to Service Desk Manager
• Hardware configuration
• Software deployment
• Phone system administration
• Attend remote sites as and when required
• To provide IT support and resolution of incidents and requests reported to the IT Service Desk from a customer base via email, phone and self-service
• Service Desk IT Technical (L1) Support
• Key specific accountabilities
• You should be well spoken, articulate and have an excellent telephone manner and confidence in dealing with people at all levels
• You need to be logical and structured in your thinking and be able to carefully follow policy and procedure to methodically handle/resolve issues
• Perform management of the Service Desk queues to ensure end user expectations are met, alongside our SLA’s
• Taking ownership of your own tickets, ensuring users are up to date and tickets are resolved within SLA
• Escalation of service issues to appropriate support teams
• Windows Operating Systems
• Messaging and Exchange
• Experience of working within an IT Service Desk/Help Desk environment and with using formal structured IT service management processes (e.g. ITIL)
• Knowledge of ticketing systems in a Service Desk environment
• Windows Operating Systems (Windows 7, Windows 8, Window 10)
• Microsoft Office Products (Word, Excel, Outlook, PowerPoint)
• LAN/WAN networking technology
• Understanding of DES policies and procedures
• Analyze computers, systems, network, and mainframe problems
• Describe in detail what a user needs to do to resolve a problem
• Perform research in manuals, knowledgebases, or on the internet to resolve problems
• Work through and solve problems in a logical manner
• Communicate both orally and in writing
• Work and deal effectively with all users
• Help Desk Institute Support Analyst Certification
• A+ or Microsoft Certifications
• 2 years’ experience providing technical support in a call center environment
• 2 years’ experience providing hands-on desktop support
• Providing first level technical support and business support over the telephone to a varied user base of 10,000 + internal users and business partners
• Working with the team to ensure targets and service levels are achieved
• Evaluating and escalating incidents/problems through the correct channels
• User profile administration of various applications and operating systems
• Excellent communication skills, both verbal & written
• Good customer service skills and experience of dealing with customers over the telephone
• A logical approach to problem analysis
• Strong organisational skills
• Ability to perform under pressure and work in a fast paced environment
• Solid Administration skills
• Confident and self-motivated
• Enthusiastic, reliable and responsible individual
• Computer literate (Excel, Word and Database system skills)
• Responding to calls from internal & external clients
• Logging Incidents and Requests that come to the service desk via email, fax and phone within SLA
• Improve client communication - changes, outages, emergencies
• Adhere and assist in the creation and maintenance of Service Desk procedures
• Experience in an IT-related field – Help Desk, Desktop Support with a focus on IT Security
• Experience in Network Health Monitoring
• Good understanding of the technical, operational and procedural requirements in both Government and non-Government IT security guidelines
• Should have worked in an ITIL environment and preferably be ITIL certified
• 1-2 years of experience within a help desk environment
• Experience with major telecom carriers preferred
• Ability to work both independently and within team environments
• Associates or Bachelor degree preferred
• Seek to improve process & procedures
• ITIL qualified
• BTO knowledge
• Understanding of MOD
• Experience in a customer facing position
• A good understanding of Windows 7 & XP operating systems, MS-Office suite of applications
• Understanding of Active Directory and user account administration
• Hardware knowledge at an application level (servers, PCs and peripherals, networks)
• Knowledge of operational and support tools and how to use them
• Experience in remote multi-site support, and remote offsite support is essential
• Experience of working in an environment supporting 200+ users across a minimum of three sites
• Desktop Support – dealing with hard drive failures, windows OS issues, installation of specialist software
• Experience of supporting, fault-finding and diagnosing problems in a TCP/IP network
• Ideally experience in creating user documentation such as Teach Yourself documents or FAQs
• Manage incidents, service requests and changes in accordance with agreed policy and procedures to agreed customer service levels
• To liaise with other departments within Dimension Data as necessary to meet customer requirements
• To effectively communicate with the customer, during the lifecycle of a fault/ incident
• Ensure all Incidents and Service Request logged and resolved contain good quality information within them to allow effective management and reporting
• To work in partnership with regional engineers and to control the resource within the defined geographical boundaries of the region in relation to the priority and urgency of service requests
• To co-ordinate the part ordering process in order to meet customer requirements
• Carry out any agreed escalation of incidents not progressing in line with agreed Service Levels that cannot be resolved by the Service Desk and monitor their progress ensuring feedback to the customer
• Customer Service related qualifications essential
• Sound knowledge of IT Infrastructures (e.g. LAN/WAN and Routers) desirable
• ITIL Foundation V3 qualification desirable
• Core Microsoft Applications
• Product Specific Knowledge
• Receives Service requests via Telephone, E-Mail, Fax, Internet or through Monitoring
• Manages resolution of Service request
• Documentation of Service request and Incidents using a CRM-Tool
• External / internal communications
• Participate in the delivery of other managed services, this may involve tasks such as change implementation, change validation, problem or release management
• Manage communication and call logging with vendors or 3rd parties where necessary in order to resolve issues
• Monitor progress against customer SLAs using GSOA systems to ensure customer service levels are achieved
• Ensuring accuracy and detail in SR Work History for handover and post incident escalations / reviews
• Highlight errors/discrepancies in the customer data (CRM + Documentation)
• Maintain and develop skills/certifications as required to support Clients
• Work according to the prescribed processes and procedures. Any deviation from the agreed service levels must be agreed with the customer and documented in the appropriate SR
• Document and share appropriate knowledge within the GSC to reduce duplication and increase productivity
• At least 2 years of professional experience
• Basic knowledge in business administration and/or network-skills
• Solid working knowledge of the Internet and IP
• An understanding of SMTP, DNS , SNMP, DHCP and routing technologies
• Strong technical skills across a variety of products
• Ability to prioritize & multitask
• Competent written and verbal capability in German & English
• Additional language capabilities will be of benefit with any specific language requirements indicated during the recruitment stage
• Flexible and adaptable to meet the teams needs
• Sense of ownerships
• Diligent, reliable individual with an eye to detail
• Tenacity (Can do Attitude)
• Be responsible for receiving, validating and logging client requests
• Track requests and determine current activity on it
• Analyse and interpret the requests to ensure the classification, prioritisation and escalation of the requests are correct
• Work closely with colleagues to ensure the swift resolution of faults and the user and/or client are kept updated on the progress in relation to the resolution of the fault
• Able to interact with a variety of stakeholders
• Ability to cope well under pressure
• Able to be professional, detailed and client focused
• Display required integrity to ensure excellent client service and retention
• Provide a first, and single, point of contact into Capita Services Desks for all of our customers
• Responding to calls placed via a variety of media
• Ensuring incoming IT incidents are logged accurately and that sufficient information is recorded in the relevant incident logging software
• Strong Customer Service Experience
• Knowledge and interest in IT
• MS Office skills: Microsoft word, excel and PowerPoint
• Ideally experience of logging calls and complaint handling
• Any previous experience of working in a Service Desk, Call Centre, Helpdesk or support environment would be desired but not essential
• Very good organisational and communication skills as well as attention to detail
• Good team plater and able to work under pressure
• Be responsible for receiving, validating and logging service requests
• Tracking and updating requests
• Analysing and interpreting the requests to ensure the classification, prioritisation and escalation of the requests are correct
• Producing breach and other reports that are necessary for the correct operation of our processes
• Identification of failures and short-comings in the current processes and escalate with recommendations
• Act s 1st Level Support for client enquiries and engage 2nd level teams as required:Aim to maximize Availability to handle client enquiries; Minimize client impact (minimize mean time to resolve) by resolving incidents on first contact as much as possible, and engage 2nd level teams with utmost due diligence and proper ticket documentation
• Global Service Desk Intake:Answer calls directed from Cisco IVR, Cater to Email enquiries and Client Walk-ups, striving to deliver superior customer experience with each interaction, and work to maximize First Call Resolution for Global CPPIB End User base while aspiring to exceed group Targets
• Be adaptive to Changes as Service Desk evolves:Adopt new processes as directed from Management and provide constructive feedback (identifying ‘win-win’ situations) to help drive continual improvement in a positive manner
• Provide day to day I.T. support and resolution services to users for technical assistance and support; troubleshoot PC, Mobile and Video Conferencing operations
• Responsible for service requests logging, the prioritisation and escalation of all services related Service Desk calls within Kellogg Singapore
• Works closely with all levels of management to communicate and resolve systems issues in each particular functional area
• Manage and/or participate in various IT-related projects
• Perform periodic system (performance, usage, traffic, reliability, fault & failure, backup status, DR status, patch, security violation and so on) & inventory assessment to provide periodic management reporting and quickly communicate issues and recommendations when necessary
• Complete action plans for their recommendations in a timely manner
• Try to recover any troubles of network, firewall, servers and security in any emergency
• Maintain IT Policies, Procedures Manual, IT Operational Procedures, System Risk Assessment and IT DR plan
• Implement & monitor access control approved by IT Security
• Recommend hardware/ software/ services expenditures and evaluate IT vendors’ service provided
• Maintain contracts/ documents with IT service vendors
• Manages compliance with agreed IT support processes and standards, and escalates issues regarding non-compliance to the Regional IT Infrastructure Team
• Works as part of project team to deliver infrastructure elements of projects as directed by the Project Manager and / or the Regional IT Infrastructure Team
• Leads any local infrastructure upgrade projects with support and guidance from regional IT Infrastructure Managers
• Enter tickets into Service Desk ticket tracking system
• Bachelor's degree in Computer Science, Information Technology or equivalent
• Must pass current job expectations and meet performance metrics
• Must not have any attendance issues and have not received any disciplinary action
• Very strong verbal, written communication skills to clearly communicate complex ideas
• Strong analytical and troubleshooting skills with the ability to define and solve technical problems
• Ability to retain focus during times of high work volumes
• Self-directed and able to work independently with minimal supervision
• Ability to exercise flexibility and judgment in a dynamic environment
• Experience in support of a dynamic Service Desk environment covering desktop and application troubleshooting
• Knowledge of Service Now a plus
• Customer service based phone support experience
• Troubleshooting both Mac and Windows environment as it is a roughly 50/50 split environment
• A desire to learn new technologies and procedures, as the IT environment you would be working is state of the art
• Long term potential to grow within the company
• Phone Support Experience
• Prior Use of Remote Tools
• Prior Experience Using Active Directory (Password Resets, Creating User accounts, etc.)
• Phone support experience, call center environment
• Windows 7 troubleshooting
• Active directory, password reset, VPN
• EPIC migrations
• Phone support
• Ticketing systems
• Remoting in
• 1 -2 + years of Phone Support experience
• Strong knowledge of Windows 7/10 and Office 365
• Network, Printer and VPN Troubleshooting experience is needed
• Act as the frontline, single point of contact with the user over IT issues through the phone, email and chat
• Troubleshoot computer hardware/software and network problems (eg. Remote user connection problem)
• Escalate issues appropriately using hierarchical and functional escalation guidelines
• Maintain ownership on incidents and ensure that they are resolved within the SLA time frame
• Reporting and statistical analysis on data mined from the ticket logging and tracking system
• Perform data and information analysis leading to business decision or recommendation
• Candidate must possess Bachelor's Degree in Computer Science/Information Technology or equivalent
• At least 1 year of working experience in the related field
• Prior experience as an IT Desktop Support or Service Desk Analyst with 1st level support is preferable
• Must have experience in ticket logging system (preferably ServiceNow)
• Experience and certification in ITIL will be an added advantage
• Able to communicate in Thai will be an added advantage
• Good in English communication (written & oral) skill
• Willing to work on shift
• Provide a consolidated point of contact for providing Tier I technical support to their employees
• Respond to trouble tickets via phone and email in a timely manner
• Research and resolve Tier 1 trouble tickets
• Document all trouble tickets with clear, concise explanations in a timely and accurate manner ensuring adherence to department policies and procedures
• Near native level of English language skills
• Ability to build and maintain efficient working relationships with all levels of the customer
• Demonstrate ownership of and accountability in managing incident, problem, change, and request tickets
• Strong interpersonal skills, excellent communication and customer service skills
• Strong trouble shooting techniques and analytical thinking with meticulous attention to details
• Experience of working to and exceeding targets
• Proven track record in achieving SLAs
• Ability to build and maintain efficient working relationships in a team based environment
• BSc in Computer Science, BCA/MCA or Engineering Diploma in relevant field
• Microsoft and ITIL certifications are mandatory
• 1-2 years of relevant industry experience
• Experience in working on Service Now or any comparable service desk tool
• Strong Experience of supporting Windows 7 environment, maintaining records in Active Directory and good knowledge of TCP/IP fundamentals
• Experience in supporting engineering design applications from Bentley & Autodesk and EDMS systems such as ProjectWise, Team Centre, Newforma, Cab-i-Net etc. is a plus
• Experience in supporting collaboration technologies like MS Office 2013, MS Exchange, MS Lync, Polycom video conferencing, MS SharePoint, etc
• Experience in supporting Antivirus technologies like MacAfee, Symantec etc. on PCs
• Experience in maintaining IT assets (both hardware & software) under ITILframework
• Great intrapersonal skills and personality
• Current or latest role in call center experience or customer service experience- IT background isn't required, but if not a strong desire to start a career in IT is!
• Must be dependable and on time
• Mobile device management (inc BYOD)
• Technical experience of the Apple Mac platform
• VPN – Troubleshooting log errors, setting up via two-factor authentication (Certificates, PhoneFactor, etc)
• Citrix – Familiarity with Citrix farms, virtual desktops, applications published on citrix, citrix errors and application errors
• Microsoft Active Directory – Supporting and administration
• Familiarity with Altiris– Deploying software, remote control tools, and reporting
• BAS (Blackberry) experience
• GOOD / Airwatch experience
• IPad Experience
• Expert (SME) MS Office abilities (in any particular product, or all)
• Desktop Encryption
• Document Storage (Livelink, Sharepoint, etc) apps
• Avaya SoftPhone
• Oracle installation / Configuration
• VM Ware (and / or similar)
• Altiris (or other software delivery system)
• Restoration of normal service with agreed SLAs, via participation and adherence to the Incident Management process
• Provision of 1st & later after some training 2nd line support for a wide range of software, applications and hardware technologies
• After training to act as Major Incident Manager for high priority Incidents
• To ensure that Service Desk tasks are performed correctly and in a timely manner
• Delivery of high-quality communications to Customers
• Service Request Fulfilment
• Change Management administration
• Reception duties
• Service Desk/Helpdesk/1ST Line Support Experience
• Ideally ITIL V3 Foundation Certificate or experience of working in an ITIL aligned business service environment
• Ability to participate in shift rota (08:00 – 18:00 Monday – Friday)
• Ability to serve on-call as a Major Incident Manager, on a 5 week rota basis
• Ideally 2 MCPs or potential to achieve this level of technical ability
• Good communication skills must be able to communicate at both a non-IT (customer) level, and a technical level
• Excellent working knowledge of: Microsoft Products e.g. Windows Server, Active Directory, Office Suites and/or Citrix
• Strong interpersonal and Customer Service Skills
• Strong team ethic and leadership
• Flexible and mature outlook
• The desire and ability to work constructively and effectively with others as part of a team
• Encourages change, actively contributing to new ideas
• Maintains tenacity and a balanced approach in stressful situations
• Proactively builds and maintains solid relationships with successful interfaces beyond own team and across the business
• Keeps promises and honours commitments
• Excellent time keeping and attendance
• Provide Tier 1 and Tier 2 managed services user support
• Assist with issues escalated from Tier 1 support team members
• Utilize incident management tools in analysis and troubleshooting
• Recommend business processes improvements on service desk functions
• Attend and contribute to client meetings as requested
• Provide status reports to service desk manager
• Understanding of service desk lifecycle and processes. Experience with providing end user support
• Proven history of taking ownership and accountability of assignments, build and share knowledge, work independently and as a team
• Proven excellent customer service and people skills; excellent analytical, written and oral communication, and relationship building skills
• Proven ability to manage multiple assignments simultaneously
• Understanding of metrics, reporting and dashboard utilization
• Must have ability to interact professionally with diverse groups, technical teams, clients, contractors, subject matter experts, and end users
• Must be able to work in the U.S. for an indefinite period of time
• Must be capable of achieving a DoD Secret clearance as a condition of continued employment
• Associates Degree and at least 3 years of experience
• Knowledge of System Administration with Windows, Linux or both
• Knowledge of IT Networking and Virtual Machines
• Knowledge of A+, Net+ and Security+
• Consistency to process and procedures to maintain quality and professionalism
• Collaborate with partners located over the whole globe
• Ability to work under pressure of time, to keep things simple, patience and creativity, conflict management skills
• Client focused and biased in pursuit of business goals and objective
• Microsoft Word
• Desksite (a DMS, Document Management System, used to save / search / retrieve / share documents across the network)
• PDA devices
• Serve as initial contact and second-tier support for all Technical Support issues
• Opens new tickets and reviews escalated tickets for call backs, providing documentation with detailed notes during calls
• Responsible for daily monitoring and follow up of all open tickets and customer related issues; completes customer call-backs and closes tickets to ensure highest levels of customer satisfaction is achieved
• Responsible for working with Tier 3 Service Desk staff for ticket escalation as appropriate to ensure SLAs are met and end user support is provided in a timely manner
• Under limited supervision, responsible for technical leadership as escalation point for support issues, working closely with Tier 1 staff to ensure appropriate escalation and documentation is performed
• Work incidents in the ticket queue for Tier 2 tasks including, but not limited to, applications for all Consulate Health Care
• Identify, create, and modify technical and procedural knowledge documentation in line with issue resolution process
• Responsible for troubleshooting circuit issues with Orion, Cisco IOS, Carrier, and Cisco TAC, and to complete troubleshooting and documentation of such steps in ticket before escalation to other appropriate teams
• A minimum of 3 years technical support experience or equivalent internship experience
• 2 industry-recognized IT certifications or 2 year Associate’s degree
• Excellent technical troubleshooting experience required
• Strong oral and written communication skills including the ability to communicate technical information to both technical and non-technical personnel
• Strong experience with current Service Desk tools and ticketing / issue tracking systems
• Practical experience with remote connection and support tools, (e.g. GoToAssist, SCCM, DameWare, RDC, etc)
• Provide 1st and 2nd level call center support by identifying, analyzing, and solving customer reported problems with systems/applications. Understands and meets expectations for all calls including opening, problem solving, customer service skills and call closing. Record all calls in the ticketing system following ticket quality guidelines
• Provide complex troubleshooting and investigation via remote control or other tools for all software and hardware incidents. Responsible for system administration, including operating system upgrades and configuration, software installation, printer support, site license monitoring and enforcement
• Participate in internal projects to improve Service Desk procedures. Contribute to continual process improvement activities by identifying training opportunities for staff, improvement opportunities with the process and modifications of the tools used
• Contribute to knowledge base for self service and knowledge documents
• Document all reported problems, troubleshooting steps, and any other relevant information according to established ITIL processes and procedures
• Escalate and manage efforts with technical support partners across TCF for resolution and confirm availability with customer once a solution has been implemented
• Strong organizational, analytical and decision making skills
• Supporting multiple proprietary business applications or components across technology stacks
• Leveraging elevated accesses and advanced trouble-shooting knowledge to mentor and assist front line helpdesk analysts with escalated tickets
• Resolving escalated incidents / trouble tickets that are either highly complex or time consuming
• Utilizing interaction and incident system to log, assign, and further escalate tickets
• Documenting trouble tickets
• Interfacing with customers in the business including field management, field operations, personnel and executives located at PepsiCo headquarter and/or personnel at other distributed locations to provide technical advice
• Troubleshooting and restoring technical services and/or equipment issues
• Analyzing, identifying and diagnosing systems and faults using defined processes and tools
• Serving as the key interface with the backline support teams to prevent problems, facilitate problem resolution, and provide overall outstanding customer services
• Partnering with other teams across BIS as needed
• 3 to 5 years of experience
• Business experience in manufacturing and/or sales and distribution; Consumer Packaged Goods (CPG) a plus
• Experience installing and configuring local area network equipment (routers, switches, network-attached printers, wireless APs, etc.)
• Ability to troubleshoot issues across the overall infrastructure stack (server/network/client) and strong analytical skills
• Track record of providing excellent customer service
• Must have the ability to work off shift and on weekends as needed
• Dependability and punctuality are critical and considered key performance indicators in this role
• Technical support
• Office 365/ email issues
• Answering, resolving and updating all incidents and service requests from users and logging them in the service management system
• Resolve as many incidents and service requests as possible on “first contact” as time permits
• Contribute to a positive business relationship between IT and its end-user customers
• You will be able to speak English and Mandarin Chinese and to write in English and Simplified Chinese
• Please note the working environment is fast-paced and there will be a requirement to deal with multiple enquiries at any one time. Additionally, there may also be a requirement to work a 24x7 shift pattern
• A comprehensive benefits package designed to enhance your health, your financial well-being and your future
• A combination of experience and/or technical certifications may be considered in lieu of the educational requirements
• Ability to deal with confidential information and/or issues using discretion and judgment
• Respond to inbound Level 1 help desk calls based on established escalation procedures
• Evaluate the nature of each call and determine the appropriate action to complete the call
• Answer general help desk questions from internal customers and serve as escalation point for more complex issues
• Create new documentation after discovering a new resolution to a problem and update existing documentation when discovering new or additional information
• Implement established procedures to maintain required service levels and achievement of other help desk goals
• Respond to supervisory and managerial requests for information regarding real-time conditions
• Adhere to established CSS procedures and guidelines while providing quality customer service in order to meet and exceed department standards
• Update and maintain issues in appropriate databases and document cases to show action taken
• Utilize technical resources to research problems and come to resolution
• Identify trends and alert management of any unusual conditions using the standard Help Desk reporting tools
• Consult with technical support team, technical documents and other resources in order to find solutions to unresolved technical problems
• RECRUITER MUST EDIT BASED ON LOCATION: Typically requires a minimum of 4-6 years experience in a customer service or help desk environment (AP, Canada, LAC, US) OR Professionally qualified or studying towards qualification with demonstrated knowledge in area of assigned tasks. (CEMEA)
• Some course work in computer science or information technology preferred
• Must possess a clear speaking voice and strong verbal communication skills
• Ability to multi-task and make decisions quickly based on the customer's needs
• Ability to handle difficult calls in a professional manner
• Requires accuracy and attention to details
• Must demonstrate the ability to manage multiple service requests with strict time limits on an ongoing basis
• Advanced knowledge of multiple technical issues
• Provide Level I account administration to all KAR’s employees
• Create and maintain email boxes and groups
• Perform weekly self-audits to ensure all account requests follow IT security compliance requirements
• Provide necessary documentation for audit reviews
• Receive emails and web forms within the service desk tracking system to resolve request within SLT
• Monitor and respond to support requests within required SLA
• Identify problem trends and report to supervisor for further analysis
• Provide consistent feedback for areas of improvement in account administration process
• Shift rotation may be required to provide coverage 365/24/7 to support account administration
• 2+ years’ experience in a customer service oriented, IT service desk environment
• 2+years’ experience with user account administration
• Ability to learn effectively and retain information; ability to understand and follow written and oral instructions
• Ability to organize and manage multiple tasks and priorities
• Organize and manage multiple tasks and priorities
• Communicate clearly and concisely, both orally and in writing
• Maintain confidentiality of information; communicate effectively with the more difficult customers
• Ability to work in a stressful and challenging environment
• Good knowledge and experience with Windows, Microsoft Business Products, Internet Usage, Microsoft Outlook/Exchange (email) and O365, Windows 7 and 10
• Associates Degree or higher in an IT related role
• Responding to requests from the global customer base as “first line support” in the logging and triage of new Incidents, Problems, Change Requests and Service Requests, ensuring that accurate information is captured and documented within the ticket
• Responding to proactive monitoring alerts and escalating related Incidents to appropriate analysts, maximizing customer system performance and availability
• Monitoring active Service Level Agreement (SLA) and Key performance Indicator (KPI) measurements to proactively maintain appropriate metrics, ensuring that event triggers and notifications are escalated to the designated team and managers
• Liaising with vendors and 3rd party providers to provide end-to-end support for the customer
• Assisting with the Service Transition process by provisioning elements of the Service Desk and ticketing system set-up and individual SharePoint based Client Gateways
• Fulfilling basic Service Requests on internal and customer systems
• Assisting in the documentation, testing and implementation of ITIL service processes
• Maintaining the out-of-hours support on-call rotas and Service Desk telephone system set-up
• Acting as a point of contact and responding to queries from Service Managers and Delivery Leads in relation to process and systems usage
• Contributing to department goals and objectives and team effort by accomplishing related results as needed and assigned by the Service Desk Manager
• Provides Service Desk Support by supporting users in diagnosing, reporting and resolving or correcting hardware and software problems. Installs, maintains and troubleshoots hardware and software according to company standards – reconfigures existing systems and/or performs system upgrades as required
• Logs all issues with appropriate documentation as requested by Level II and III support teams
• Route calls to appropriate support teams as per described troubleshooting steps
• Monitor and escalate issues until resolution, closure or the appropriate group has accepted
• Maintain current knowledge of support knowledge provided through training and the Knowledge Base
• Projects as assigned
• Bachelor’s degree in computer science or equivalent is desired
• Service Desk / Call Center
• Must have a wide degree of creativity and latitude
• Ability to adapt to a changing environment and ability to work with all levels
• Addresses and resolves both basic incidents/requests logs all interactions engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility
• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude
• Ensures the end-to-end customer experience and provides a single point-of-contact for the customer
• Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. Documents resolutions and updates self-help and staff knowledge bases
• Ability to resolve requests on first contact
• Maintains and protects confidentiality with regard to all aspects of employee information
• Adheres to Code of Conduct and Mission and Value statements
• Microsoft Certified IT Professional (MCITP) and A+ Certification preferred
• Minimum of 4 years of experience in the following areas
• Microsoft Windows XP, Windows 7, and Mac OSX operating systems
• Microsoft Office 2003/2007/2010
• Outlook 2003/2007/2010
• Ensures customer satisfaction by providing timely response and resolution to contacts made to the Service Desk from different support channels
• Ensures that contacts are logged with complete information into the ticketing tool and assigned with appropriate category and priority
• Performs diagnosis using documented procedures, troubleshooting techniques and approved tools
• Keeps customers proactively updated on the status of their tickets
• Assigns tickets - that are not resolvable by the Service Desk - to the correct resolver groups or vendors
• Notify management about reported - or potential - Major Incidents
• Confirms customer satisfaction before closing a ticket
• Continuously learn and train about new technologies and products supported by the Service Desk
• Contribute to activities that keep knowledge base articles up to date
• Meet and exceed individual performance goals
• Excellent customer service skills with ability to work with users having different IT ability levels
• Strong interpersonal skills, verbal and written communication skills. Ability to interact effectively with customers, vendors, peers and management via multiple communication channels
• An understanding of basic network management (TCP/IP, Wireless, DNS, DHCP) including administration of various kinds of network devices
• Minimum two years of work experience as IT Service Desk analyst supporting end users of Corporate IT services and apps
• Providing first line support in a courteous, professional and polite manner
• Communicating clearly, concisely and accurately both verbally and by email
• Ensuring faults and change requests are correctly logged on the Service Desk, updated regularly and issues are escalated where necessary
• Following up calls both internally within CST and externally with third parties
• Ensuring key performance indicators are met
• Producing management information and reports
• Distributing application and systems information
• Providing administration support to the Team where required
• Using MS Office (Outlook, Excel and Word)
• GCSE Math and English – Grade A to C
• Excellent customer care skills
• Able to work with demanding customers both via telephone and email
• Basic technical understanding of computers
• Working within an office environment
• Working within a Service Desk environment
• Customer Service environments
• Revs & Bens knowledge
• Diagnose and resolve technical issues, and process user requests, in the delivery of consistent superior customer experiences
• Escalation and ownership of complex issues to the appropriate resolver groups, providing regular updates
• Attend work on a staggered shift basis, in accordance with the needs of the business
• Maintain, track and keep up to date, all systems and make appropriate recommendations and implementations on service improvements
• Maintain high level of clientele product and process knowledge
• Update problem, incident, and service requests in Clients Solution Tool
• Track, action and ensure client deliverables, including all items listed in the contract are achieved
• Maintain a thorough understanding of ITIL best practice, in particular with Service Desk disciplines
• Provide incident and problem resolution, and service request support, for clientele, peers and technical associates
• Tertiary or TAFE Qualification in relevant discipline, or applicable certification
• Previous technical service desk support experience - minimum 2 years, or equivalent hardware / software repair - troubleshooting role
• Solid understanding of current and previous Microsoft Operating systems and Office suites
• Strong technical knowledge and understanding of Server, Desktop and Laptop hardware technology, encompassing Service Desk Operations
• Proven track record of delivering superior customer experiences
• The ability to effectively communicate at all levels (written and verbal), including an excellent telephone manner
• Ability to think laterally, possess strong problem solving, planning and prioritization skills
• An advocate of a strong, cohesive team environment
• Adaptable and flexible in a fast paced, dynamic work environment, and able to deal with ambiguity
• Managing the whole lifecycle of a support case for our employees
• Tracking both virtual and office-based staff via phone and ticketing system
• Troubleshooting of complex tickets including escalation to subject matter experts
• Processing of user account creation / modifications & terminations for various systems
• Deployment and recovery of desktops and laptops and ordering of IT equipment and peripherals
• Delivery of clear and concise support documentation and training for team members
• Participate in IT/Facilities project as required
• Advanced troubleshooting for all types of technical inquiries, service requests and issues involving computers, network, smartphones / tablets, AV systems, enterprise applications / systems
• Participate in the 24 x 7 on-call schedule rotation
• Present and facilitate meetings adapting content to the different audiences
• Establish open, transparent communication on a one-on-one basis
• Manage different stakeholders and influence behaviors related to the use of the information by communicating success, concerns, risks, and status updates on related work
• Collaborate with peers to share learnings, core processes, systems, and best practices
• Cultivate teamwork by facilitating cross department communication
• Communicate issues or outages as outlined in the Data Governance program utilizing a data steward alert
• Systems & Operations
• Develop system knowledge
• Develop understanding of Sales & Marketing processes delivered within the Systems
• Resolve field force help desk BISM tickets and service calls, which include root cause analysis to identify system issues/bugs, process deficiencies
• Complete user acceptance testing according to scripts
• Inform stakeholders of systems technical and operation training activities as provided by training plan
• Educate key users to understand system functionality, data, reports and processes
• Data Stewardship
• Actively support all aspects of the BIVI Data Governance Program
• Identify causes of poor data quality management, implement solutions and communicate findings to employees, management, and stakeholders
• Ensure processes adhere to data management policy
• Collaborate with Business Process owners and Data Stewards to develop methods for synchronizing data entering company systems
• Responsible for ensuring issues and/or outages are communicated to the user community
• Strategic Projects
• Participate on projects or sub teams as needed to execute objectives
• Performs all Company business in accordance with all regulations (e.g. EEO, FDA, OSHA, PDMA, EPA, PhRMA, etc.) and Company policies and procedures
• Report all violations immediately to management
• Document observations and provide information to management as necessary
• Demonstrates high ethical and professional standards with all business contacts and BIVI employees
• First point of contact for Customers for raising IT service incidents or requests via email, phone, instant messaging or any other agreed channel
• Monitor Customer infrastructure alerts using specific tools
• Log and classify each incident or request using Service Management tools
• Escalate incidents or requests to appropriate support teams in case resolution is not possible at SD level
• Keep Customer updated on agreed intervals, based on Service Level Agreements
• Provide details on cause, resolution or steps using non-jargon terms
• Act as an interface between Customers and Endava support teams
• Passionate about technology, even if you don’t have previous experience in IT
• Motivated, with strong problem solving skills
• Open to working with demanding customers and
• Deliver to tight deadlines
• Proven track record in a customer service/service delivery environment
• Strong interpersonal skills, with the ability to communicate (both verbally and in writing) clearly, concisely and accurately at all levels
• Experience of working in an IT based client facing customer service environment, resolving issues on site and remotely
• Experience of working with VMware, Windows 2008 Terminal Server, Citrix Xenapp, Relational Databases
• Understanding of Networking protocols and wider technology infrastructure
• Knowledge of incident, problem and change management and experience of working in an ITIL or ISO standard environment is HIGHLY DESIERABLE
• Experience in a call center supporting Windows 7 and 10 and Office 2013
• Working knowledge of customer service principles and processes, desktop applications, web-based applications, client/server applications, computer/networking hardware, standard operating systems, common third-party software applications, internally developed custom applications, application integrations, networking protocols, and any other computer-related technologies
• Associate's degree plus three or more years of information technology experience (or equivalent experience)
• Excellent problem-solving skills and attention to details
• Demonstrated ability to balance, prioritize and organize multiple tasks
• Demonstrated ability to work collaboratively in teams and across organizations and with vendors
• Demonstrated ability to build strong relationships inside and outside the organization
• Demonstrated ability to resolve incidents/problems efficiently and effectively, recognizing customers' competence levels, and able to approach each level appropriately
• Assist users with computer/telephone problems in areas such as word processing, spreadsheets, e-mail, shared files, printing, searching for information on the Internet, etc
• Responds to telephone calls, email and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution
• Resolve problems for individuals and groups in an efficient manner, recognizing the proper course of action to take
• To investigate , capture and record quality data
• To undertake and engage in other such duties as required from time to time as directed by the First Line Team Leader or Management Essential Skills
• Knowledge of SIMS software Any offers are subject to a basic criminal record and financial probity checks
• Use of diagnostic tools for troubleshooting andrestoring users functionality
• Responsible for adding, changing and removing user access to various corporate applications
• Provide suggestions for the Service Desk intranet site with meaningful and up to date content
• Interpretpolicies, procedures, and guidelines for regional and domestic Service Desk teams for problem management worldwide in accordance with departmental standards
• Suggest documentation of new functionality or updates to existing functionality
• Propose knowledgebase cases that would be used by the staff and business users to assist in expediting the resolution of reported issues
• Windows 2007, MS Office, Outlook, other Windows applications in a Microsoft Active Directory environment and iOS devices
• Strong written and verbal communication skills to clearly communicate with management, IT staff and the end user community
• Ability to manage multiple issues in a fast-paced dynamic environment
• Excellent listening skills with ability to evaluate and diagnose issues remotely
• 2+ years’ experience in a Service Desk in a medium to large global corporate environment
• 3 - 4 years customer service experience
• 1 + years’ experience on Oracle Application 11.5.10 or higher 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)
• Network Operations Experience
• HDI (Help Desk Institute) Certification
• ITIL Certification (V3 or higher)
• Answer the calls coming to the IT Service Desk, gather pertinent information about problems/requests, and enter the incident into IT Service Desk Software System
• Strive to resolve a majority of issues over the phone mostly Level 1 & 2 issue resolutions
• Document or update the IT Service Desk Knowledge base to support quicker and efficient resolution of most frequently raised IT issues
• Escalate open tickets to proper IT Staff for problem resolution mostly Level 3 and above that IT Service Desk cannot solve directly
• Provide frequent communications between the end-users and the IT Technology systems staff members. Follow up with end-users and IT Staff on status
• Increase communication of Information Technology's activities and procedures
• Maintain all IT documentation Including the IT Library and supplemental information Assist in creating new procedures
• This person will have the opportunity to do hands on technical assessment for our Menomonee Falls, WI campus
• Selected Hardware/Software/Network Installation, Maintenance and Support activities
• Strong Customer Service experience
• Strongly biased towards timely issue resolution for the end-users
• Strong verbal and written communication skills which is geared towards resulting in an exceptional customer satisfaction
• Proven ability to identify, research, and resolve IT level-1 & 2 desktop system issues in a timely manner and if not possible to resolve quickly escalate to the next level within IT department
• Technical proficiency in areas relating to computer hardware, computer operating systems and desktop applications
• Experience in PC imaging, and software installations is a definite plus
• Demonstrated ability to manage priorities and handle multiple tasks successfully
• Demonstrated ability to handle complex communication situations with the end users independently
• 2+ years IT related job experience
• Familiarity with Windows operating systems, Microsoft Office Suite and hands on working knowledge of the PC environment hardware and software is a requirement
• Must have the ability to work closely with both end-users and IT staff in providing solutions to system problems
• Must have exceptional verbal, written and communication skills, as well as have good public relations skills
• Must have commitment to ongoing education, certification and development of self and others
• Basic Helpdesk Support knowledge
• Solid understanding of Application Support
• Working knowledge of VDI & VPN
• Associate's and/or Bachelor's Degree in
• Previous experience with LANDesk
• Knowledge of Windows, Macintosh, mobility platforms, UNIX, and the Microsoft Office suite of applications
• Knowledge of the Google suite of products including gMail, gCalendar, gDocuments, etc
• Familiar with basic network concepts (i.e. TCP/IP, Windows Networking, Ethernet). Analyzing data and drawing appropriate conclusion, and recommending changes
• Experience working in or supporting a call center or help desk environment
• Must be highly accountable and results oriented. Persistence, resourcefulness, drive and ability to work proactively
• MCITP, ACDST, A+ and other ITIL Certifications preferred
• 1+ years experience in 24x7 operations (Candidates earlier worked in technical contact/call centers in a voice support process must)
• Exposure to password reset tools
• Trouble shooting skills and experience in handling Exchange (outlook)/Lotus Notes environment
• Frontline incident and request management
• 5 year experience in IT Service Desk environment, in a fast-paced though structured environment (processes)
• Be able to prioritize and follow up issues with method and efficiency
• Good level of autonomy
• Native German speaker
• Knowledge of French, Russian, Spanish, or Italian is a plus
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 7/10 and Office 2013/2016 (particularly Outlook, Lync/Skype for Business) and ideally Office 365
• Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
• Knowledge of network configuration on workstations (DNS, TCP/IP and other networking concepts)
• Provides first-line technical support when handling calls, in order to provide time-of-call resolution to less complex calls whenever possible
• BA or BS degree preferred or other relevant combination of training and experience
• 0- 2 years entry level to moderate experience in providing service desk support preferred
• Must be able to work and multi-task in a rapid paced 7/24/365 pressurized, live broadcast environment
• Work a flexible schedule, including nights, weekends, and holidays
• Respond to requests for technical assistance in person, via phone, email, or ticketing system
• Research issues using all available resources and advise/assist employees on appropriate action
• Track and route problems and requests and document resolutions in our ticketing system
• Keep reporting manager up to date with shift reports, updating tickets, and via email
• Participate in the Service Desk on call rotation
• Travel to work at remote broadcast events as needed
• Other such duties as required
• A minimum of 2-3 years of hands-on experience in a fast paced IT environment. In depth knowledge of end user computers and end user network connectivity with proficiency in Apple computers, Mac OS X, MS Windows Operating Systems, MS Office, Word, Excel, PowerPoint, Outlook, and the use of the Internet
• Working knowledge of fundamental operations in relevant software, hardware and other equipment including Windows XP, Windows 7, Windows 8, Windows 10, Mac OS X 10.6 through 10.11, Office 2007, 2010, 2011, 2013, 2016
• Working knowledge of mobile devices such as iOS, Blackberry, Windows Phones, and Android
• Knowledge of HelpStar/Service Pro or equivalent ticketing system a plus
• Related experience and training is preferred
• Basic IP network connectivity and troubleshooting
• Experience in the television, advertising, affiliate sales, and/or production industries are preferred
• Ability to work a flexible schedule, including nights, weekends, and holidays
• Highly professional, courteous, organized, demonstrate initiative and an ability to complete multiple assignments in a timely manner
• Individual must work well in a dynamic environment and be able to recommend and implement process improvements, work independently and handle multiple tasks simultaneously
• Must be able to analyze end user workflow issues and make recommendations
• Must be detail oriented, meticulous and able to maintain confidentiality
• Must be able to work independently yet strong collaboration skills are required
• This position requires a self-motivated individual who can interface with a diverse group of people and situations
• Demonstrate the tact, diplomacy, decisiveness, and superior people skills required in the pressurized environment of live television
• This position requires the ability to prioritize and to be a proactive thinker
• Ability to travel occasionally
• Ability to sit, stand, kneel, walk for various, and sometimes extended, periods of time
• Ability to lift 40 pounds
• Field incoming requests from internal users via telephone, email, web and in-person requests
• Document all pertinent information related to resolving and tracking the status of an issue, or request
• Access all available resources available to aid in issue resolution. I.e. internet/intranet/knowledge base/ITSM tracking system
• Escalate issues, when required, to the appropriate subject matter experts
• Evaluate issue trends and resolutions and document for future use
• Deploy all end user computing technology & assist in system implementation as required
• Ensuring software migrations are successful through infrastructure support
• Create and maintain standard PC images and software packages
• All other duties as assigned by the Department Manager
• Perform preventative maintenance, including checking and maintenance of workstations, printers, and peripherals
• Maintaining data backups and Disaster Recovery plans
• Monitoring of internal infrastructure
• Maintenance of software compliance
• Maintenance of hardware & software inventory
• Establishing and maintaining vendor relationships
• Demonstrates a strong customer service mindset
• Strong technical support knowledge and skills
• Basic understanding of ITIL
• Strong communication skills and able to convey complex technical information in a clear and concise manner, to technical and non-technical personnel
• Ability to prioritize, and coordinate tasks to meet multiple deadlines
• Outstanding interpersonal skills, able to create and maintain professional relationships with colleagues
• 5+ years of experience working in a IT Service Desk Analyst, Technical Support Analyst
• Strong background in customer service and technical support
• Associates degree or equivalent experience of 1 year
• Excellent interpersonal skills, with a focus on rapport building, listening, and questioning skills
• Ability to present troubleshooting steps in user-friendly language
• Highly self motivated
• Knowledge in the following: Novell Networks, Active Directory, Outlook, VPN, Citrix, Remedy, Zen Works, PC Hardware, MAC Hardware and O/S, basic understanding of network connectivity, Windows Vista/XP/7, Microsoft Office 2000/2003/2007/2010, Oracle, CableData, Clarity, Wireless Devices (Cell Phone, Pagers, iPad’s)
• Windows 7 administration
• Home, small business and/or wireless technologies
• Microsoft Office products
• Mac hardware/software (desirable)
• To resolve system operational issues and facilitate first-time resolution where possible, for both software and hardware issues
• To understand business change requirements and the impact on the system
• To work on own initiative but take account of what other members of the team are doing alongside any other outside influences
• Take a pro-active and positive approach towards fault resolution, ensuring that all relevant parties are kept informed at all times
• Training/cross training with other departments and creating documents
• Assist with testing, detailing of what has been done & logged
• To build excellent working relationships with stores, RSMs, DCs, CSO and suppliers
• To work with the rest of the team to identify new areas for problem prevention and continual improvement
• To obey all Company health and safety regulations
• To take responsibility for driving his/her own learning and development
• Any other duties as required by management
• Experience of Windows Operating Systems
• Experience of working in a team of 4 or more
• Good telephone manner
• Analyzes and resolves incidents/requests regarding use of application software or hardware
• Logs and tracks incidents/requests from identification through resolution in incident management software
• Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility
• Documents resolutions and internal procedures & updates self-help and staff knowledge bases
• Maintains and protects confidentiality with regards to all aspects of employee information
• Provides after hours and on-call support as needed on a rotating schedule
• Competency in MS Office Suite & Windows 7 operating systems
• Basic User & Security Group administration through Active Directory
• Willingness to learn continuously evolving company & industry specific applications, technology, and terminology
• Demonstrated ability & desire to provide first-rate customer service
• Excellent organizational & time management skills with strong attention to detail
• Proven analytical & problem solving skills
• Bachelor’s degree in Information Systems, Business, Communications or related field preferred
• One to two years working experience in a related field
• Provides front-line customer support for hardware and software issues
• Prioritizes tasks and log issues into Service Desk issue tracking software
• Installs new equipment and supports and troubleshoots PCs, printers, copiers, fax machines, telephones and scanners for employees
• Installs upgrades to existing equipment as needed
• Supports Service desk environment fielding systems questions
• Supports application, connectivity and security issues with the internet portal applications
• Other responsibilities as assigned by Sr. Director, Service Desk
• Respond to incoming requests made via a variety of channels (email, web, voice), against thresholds in line with the contracted service levels
• Log, categorise and prioritise all 1st level calls according to the agreed SLA
• First Time Fix calls where appropriate, to customer satisfaction
• Maintain customer service standards by answering all calls promptly, remaining courteous and professional at all times
• To contribute to overall achievements of required Service Level by maintaining agreed personal targets. Assist in ensuring SLA’s and KPI’s are met
• Compliance – ensure that you understand and adhere to Capita’s Security Policies and, where applicable, those of the supported businesses
• Good attendance and time-keeping; and any other duties deemed required as part of the day to day role
• Experience supporting Network connectivity and Active directory(setting up users, conducting password resets)
• Experience supporting Microsoft Office Suite
• Experience with Hardware support (Imaging and deploying PCs)
• Good hardware and peripheral trouble shooting skills
• Strong knowledge of Microsoft desktop environments with troubleshooting capability
• Experience logging, Triaging and escalating tickets
• Strong Active Directory Administration Skills (AD)
• Strong Exchange Admin Console Skills (EAC)
• Good knowledge of Citrix environment
• Experience with Office 365 administration and configuration
• PowerShell V4 desirable
• Microsoft Certifications desirable
• Executes assigned daily workload of problems, changes, and service requests as instructed by Service Desk Management, performing to an agreed delivery period and providing updates at agreed intervals. Delivers work by priority of tickets and based on Service Level Agreements (SLAs). Focus is to provide efficient and cost effective service delivery to the customer
• Ensures notification to Service Desk Management on incidents possibly needing specialist assistance from Level 3 support teams or when Severe incidents are received within the shift that cannot be resolved first line, escalating to Support Team or Management when needed to ensure Service Level Agreements (SLAs) are maintained
• Performs other duties and/or special projects as assigned in response to changing business conditions and/or requirements
• Bachelor of Science in Computer Science, Engineering or other technical discipline
• Good understanding of service management and support tools using ITIL standards and best practices within operational environments
• Strong/Proven knowledge of desktop, server and network administration including: IT applications, Active Directory, Group Policy and network printing
• Proficient server and network engineering including: Windows, Citrix, VMware, Network and VDI environments
• Excellent oral and written communication skills, communicates effectively with various contacts both internal and external
• Ability to work in a fast-paced, multinational environment
• CompTIA A+, Server+, Network+
• MCP, MCSA, MCSE, MCTS Server 2008 or above
• Networking (CCNA, CCNP)
• VMware, Microsoft Hypervisor, Citrix, Remote Desktop Services, Virtual Desktop Infrastructure (VDI)
• Storage (EMC/Dell, Rubrik, Pure, Simplivity)
• Backup Technologies (Veeam, Zerto, Datto, Axcient )
• Answer inbound support phone calls in a timely manner while providing maximum customer service & thorough issue resolution and/or escalation, as appropriate
• Listen to and understand inquiries and issues, asking appropriate probing questions to diagnose and resolve issues
• Log and track all inbound issues and requests for service through all entry points into ServiceNow ticketing system
• Provide professional support to a wide variety of customers with limited to advanced familiarity with computers on a first-call resolution basis
• Seek assistance from fellow teammates, next-level teammates & leadership if issues are complex
• Communicate trends and undocumented issues to leadership
• Shift is 9:00 AM – 6:00 PM
• On call rotation is approximately 1 week per month – 6:00 PM – 11:00 PM (M-F) and 7:00 AM – 4:00 PM (Sat). Additional compensation will apply to on-call weeks
• 1 year customer service related experience including high-volume phone support
• One-year certificate from college or technical school, 3-6 months related experience, and/or training; or an equivalent combination of education and experience
• Must be approachable and open to feedback from leaders & peers
• Self-starter; proactive; takes initiative and offers to help when they see a need
• Critical thinker; Quick learner
• Has a team focus and enjoys working in a team environment
• Commitment to DaVita’s core values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment and Fun with ability to demonstrate those positively and proactively to fellow teammates, management, patients , physicians, and/or vendors in every day performance and interactions
• Strong written, verbal, and interpersonal communication skills including ability to listen attentively and to communicate information clearly and effectively to audiences with varying levels of familiarity and understanding of technical issues
• Must be a driven, motivated individual that can be successful in a fast-paced ever changing environment
• Strong analytical skills with the ability to identify the true issue at hand through probing questions & active listening
• Provide the main point of contact for customers to reports faults and issues
• Support a continuous improvement culture within the SSC
• Support the senior management team in delivering agreed strategic initiatives
• Instil a customer facing culture to deliver best in class services to all contracts
• Responding to customer’s phone generated IT related incidents/requests. Logging calls on the system accurately and in full detail, both during and after the call and completing all administration within timescales and to a high level of accuracy
• Escalating to the relevant Team Leader for any business critical issues or complaints
• Provision of first line telephony support, including but not limited to triage and appropriate troubleshooting, correct incident categorisation and resolution where possible. Retention of end to end ownership and working with ENGIE resolver groups and third parties where required
• Manage communications to service users in the event of any service impacting issues
• Contributing to Information Security by assisting in the preservation of confidentiality, integrity and availability of information, including but not limited to adhering to and supporting Information Security standards, procedures and policies and identifying and raising security incidents as required to the Information Security Team
• Support the ENGIE SSC with the successful take-on of new services
• A requirement for periodic on call cover to provide first line support to the out of hours support contracts
• Knowledge of basic computer hardware, including Dell, HP, Cisco
• Experience of desktop operating systems, including Microsoft Windows 7 / XP
• Knowledge of ITIL processes – particularly Incident Management, Problem Management and Request Fulfilment
• Excellent interpersonal skills, with a focus on rapport-building, listening and questioning
• Ability to work well within a team environment
• A good understanding of IT Service Desk challenges
• Identify failures and short-comings in the current processes and escalate with recommendations
• 3 – 5 years’ work experience
• At least 3 years’ work experience in Technology Industry and Call Centre environment
• 2+ years of Desktop Applications support experience in a professional services environment; 2+ years of previous IT Service Desk and/or Call Center experience
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 7, Outlook, Word, Excel, PowerPoint, Lotus Notes and document management systems such as iManage or PC Docs
• Strong knowledge of Lenovo hardware, iPads, iPhones, Androids, BlackBerry, Mobile Iron, HP and Konica printer support
• Knowledge of Active Directory (reset password, unlock account)
• An ITIL qualification
• MCP certification
• Ensures that Customer’s contact is attended in a timely manner as per the defined SLA
• Ensures all the Customer’s IT issues are followed up using the predefined standard operating procedures
• Track user’s availability and follow up with the user to resolve their IT issue
• Escalate the user’s IT problem to the relevant support group if the IT problem cannot be resolved at the Service Desk level
• Support the Customer in a professional manner with respect and courtesy
• Provide IT advises and/or training to the Customer to prevent from problem re-occurrence
• Ensures to arrive on time for the scheduled shift time
• Communicate effectively with the Team Lead to consult for IT issues, Global Service Desk operations issues, etc
• Be the first line of defense to prevent Schlumberger from cyber-attack, social engineering, etc
• Keeps up to date with own training and ensures to remain on-track with IT Professionals career development plan
• Bachelor's Degree in Computer Science, Information Technology, Engineering or related subject with strong technical knowledge
• Must be Fluent in English, Arabic and/or French, both written and verbal
• IT support or helpdesk support experience will be an advantage - maximum 2 years' experience
• Good understanding of Operating Systems (Windows 7 / Windows 8 / iOS / Android, etc.) and PC/Mobile Devices hardware
• Proficient in supporting MS Office Suites (Excel, PowerPoint, MS Words, etc.)
• Knowledge in basic networking (LAN/WAN) and IT infrastructure environment
• Provides basic Level 1 and Level 2 phone support for incidents (problem/issues) or service requests related to hardware, software, mobile devices, network/mainframe connectivity and application support to Anixter employees
• Fields tickets that come via phone or emails
• Records incident and status information in a timely / accurate fashion using the appropriate tools in order to communicate with and properly utilize 2nd and 3rd Level support
• Troubleshoots and resolves incidents and/or escalates to Level 2 support and Subject Matter Experts
• Facilitates closure of tickets/service request while meeting or exceeding defined service level expectations
• Follows-through with users incident tickets from assignment to resolution
• Sets a positive, supportive tone with user; creating a positive customer satisfaction relationship
• Contributes and maintains accurate documentation to provide consistent solutions to Anixter employees
• Completes assigned administrative projects (i.e. testing and other project related tasks)
• Experience of working within an ITIL based IT support environment such as a Service Desk
• Experience of using a Service Management Toolset (for example Assyst or Remedy)
• Ideally possess ITIL v3 or v2 Foundation
• Willingness to operate in a shift rota
• Provide first level technical advice to users on personal computer hardware and software
• Monitor and coordinate the resolution of customer incidents, problems and queries in an effective and timely manner
• Maintaining accurate records of IT Service desk activities
• Assist in the maintenance of the IT Service Desk processes, procedure, and support documentation
• Tertiary/industry qualification in relevant discipline and/or relevant work experience
• Candidates with a background in MSP, ITIL or CompTIA would be highly desired
• Ability to communicate with and understand the needs of non-technical internal and external clients
• Ability to demonstrate a solid understanding of customer service within an IT enviornment
• A high level of customer service
• Previous experience of working towards KPI’s
• A passion to work and develop a career within IT
• Problem solving skills and decisive decision making
• Opportunity to work in a fast paced environment
• Extensive career progression opportunities available within a global company
• Opportunity to develop a broad and in-depth knowledge within IT support
• High School Diploma is required
• Associate’s degree or equivalent experience; educational concentration in Computer Science is preferred
• 0+ years of experience in IT working within an applicable function that directly aligns with the specific responsibilities for this position
• Basic technical knowledge of network and PC hardware, including hands-on hardware troubleshooting experience and basic equipment support experience with Desktop Computers, Laptop/Notebook Computers and Printers is preferred
• Technical training or certification in any of the following areas
• Hardware: desktops and laptops, LaserJet printers A+ Hardware Certification Proficiency on software packages (Office, Internet software packages), HTML, and incident call-tracking software
• Microsoft Certified Professional (MCP) Office, Windows, etc. Apple IOS and Android operating systems
• Must be a U.S. Citizen and able to obtain and maintain DoD Security Clearance
• Four years of Service Desk or a combination of college and work experience
• Expertise in PC systems relating to both hardware and software
• Must have current DoD 8570 certification, such as Security +, Network+
• Ability to troubleshoot and repair desktops, laptops and mobile devices such as iPhones and BlackBerry
• Expertise in Microsoft Office applications
• A good understanding of File and Print services
• Outstanding oral and written communication skills
• Ability to handle high priority problem calls and interface with a variety of clients while accurately documenting technical issues and steps taken to resolve them
• Strong organizational skills with the ability to manage priorities and workflow in a fast-paced environment
• Versatility, flexibility, and a willingness to work within constantly changing priorities
• Ability to know when to escalate issues to the next service center
• Bachelor Degree in computer science or related field MCDSTA+ certification
• HDI Support Center Analyst or HDI Support Center Team Lead certification
• ITIL v3 Foundations
• Provides cost effective first-level IT support by applying known solutions to problems or performing basic research
• Resolves 80% of incidents at first point of contact
• Responsible for the generation of detailed Incident Ticket
• Supports all hardware and software for designated platforms e.g. Pathway Connect/Harris Connect/Office Connect, ABM or Nesbitt
• Supports remote access for home users
• Experience with Microsoft Exchange (Outlook) support and troubleshooting
• Experience supporting Lotus Notes from a database perspective
• Windows 7 and application issues
• Iphone support
• Hardware trouble shooting
• Remote connectivity support (Juniper)
• B.S. in computer science or related field and/or experience in lieu of degree
• Three to five years comparable work experience
• Strong knowledge in the area of PC hardware and components such as monitors, keyboards, printers and disk drives
• Must be able to travel as needed - up to 30% of the time. Must have a valid driver’s license and a good driving record
• Provide 1st level resolution support to end users; may include new incidents, problems, change requests and service requests
• Able to multi-task in a fast-paced environment
• Positive attitude, quick learner, and a desire to work in a fast-paced environment
• Able to maintain a "High Level" customer-service focus and attitude at all times
• Excellent telephone communication and relationship building skills
• Proactive team member able to support others and participate in team-based projects
• Responds well under pressure
• Excellent customer service, problem solving, time management, communication and interpersonal skills
• Able to work effectively with all organizational levels within a culturally diverse environment
• Associates degree or recognized trade certification equivalent
• 1-2 years' experience in personal computer, computer networking, telecommunications or customer service
• Basic ITIL knowledge or experience
• You must be well spoken, articulate and have an excellent telephone manner and confidence in dealing with people at all levels
• You need be logical and structured in your thinking and be able to carefully follow policy and procedure to methodically handle/resolve issues
• Perform management of the service desk queues to ensure end user expectations are met, alongside our SLA’s
• Ideally you will already have some experience of working within an IT Service Desk/Help Desk environment and with using formal structured IT service management processes (e.g. ITIL)
• 2 years’ experience on an IT Service Desk around networking, video conference, IP phones, Microsoft desktops, Active Directory, Exchange
• A strong service delivery focus, including excellent oral and written communication skills and effective interactions with clients regardless of their levels of IT skill and experience
• A proven track record as team player showing initiative, self-motivation, plus an ability and willingness to perform with minimal supervision and follow defined procedures accurately and consistently
• Ability to collaborate with other teams in order to achieve operational objectives including assistance with undertaking project work with technical services teams for new installations, upgrades, configuration and troubleshooting
• Strong organisational skills including the ability to multi task
• Incident and Service Request Fulfilment (Telephone, Email, Web and Automated)
• Accurate recording of case updates into CRM system
• Use of analytical skills to investigate and resolve incidents
• Use of remote support and systems administration toolsets
• Incident triage and assignment to 2nd and 3rd line resolution teams
• Ensure conformance to Service and Operational Level Agreements (SLA/OLA) and other Performance Indicators
• Friendly and helpful manner with customers
• Use of standard processes to complete standard operations
• Any other assigned duties in line with status and ability
• Demonstrable experience of 1st and 2nd line IT Support Operations and practices
• Good working knowledge of AD, MS Windows, E-Mail
• Answers the Service Desk line in a courteous, friendly, and helpful manner in accordance with management standards; verifies proper queue coverage before leaving their phone; and answers company mobile in accordance with IT standards
• Addresses, documents, and works Incidents assigned to Service Desk Team or Self in the Service Desk Management application
• Ensures Work Stoppage and VIP Incidents are properly submitted into the Service Desk Management application
• Submit a Service Desk report to Supervisors at the end of each week
• Escalates Incidents in a proper manner, including Critical Incident Management
• Use any free time not needed to fulfill the above duties to do self-training to develop knowledge and skills and serve as a Mentor to Peers in areas of expertise (Subject Matter Expert)
• Responsible for ensuring compliance with applicable laws, regulations and company policies across areas of organizational responsibility
• Associate’s Degree in IT or related field required
• Work experience with Active Directory Users and Computers in an Enterprise environment, and a good understanding of Network structure
• Experience working with remote domain users and Virtual Private Networking is equally important
• The applicant must have past experience working and troubleshooting Microsoft Office suites, Microsoft Outlook for email, and Microsoft Windows 7
• You should possess effective communication, time-management, and interpersonal skills
• Experience troubleshooting and replacing PC hardware in an large office or enterprise environment
• Uses superior customer service, troubleshooting and questioning skills to diagnose and resolve problems in a courteous and timely manner
• Monitors outstanding issues by preparing and distributing the “open call” report. Provides suggestions on the resolution of open issues and keeps the client informed of progress
• Makes a judgment as to the tier of client support needed and refers issue to the appropriate area for immediate resolution
• Keeps other technology staff members informed of systems issues and trends noticed. Ensures that all information is accurate and current
• Logs all business partner and technology services calls
• Follow our security verification process to ensure safety and security data and access in our environment
• Keeps abreast of current developments and trends in information technology through networking, continuing education and industry/technology publications
• Monitors computer hardware, software and environmental factors impacting the performance of the systems. Reports problems according to defined procedures
• Participates in moving and installing technology Services equipment and software
• Participate in troubleshooting efforts with support personnel on factors impacting production systems
• We are seeking individuals with 2+ years’ experience supporting clients in a LAN/WAN environment
• Windows Operating Systems and Microsoft Office product support knowledge is required
• Customer support experience within a dedicated call center environment
• Candidates must also demonstrate evidence of accomplishing high levels of customer service
• Interpersonal skills necessary to effectively communicate over the phone with a variety of individuals at all technical levels are required
• Must possess a solid understanding of PC hardware and software, including, proficiency in Microsoft Applications, and Microsoft Operating Systems
• Must have exceptional ability in diagnosing and solving information systems problems while maintaining patience, professionalism and courtesy
• Must have the ability to establish priorities, meet deadlines and concentrate on detailed information in a fast-paced, demanding work environment
• The ability to cooperate in a team environment is critical
• Knowledge of network monitoring tools
• Phone support, call center expereince (20-30 calls a day)
• Remote support, teamviewer, dameware
• Active directory, pasword reset, creating user accounts
• Network connectivity, email issues
• Networking connectivity tools
• VPN Set/Remote tool experience
• OS trouble-shooting;diagnose basic computer hardware issues
• Setup and configuration of network printers
• Support Microsoft operating systems and mobile device platforms
• Manage file sharing permissions and access controls in Active Directory
• Respond to, monitor and resolve incident and service requests within designated Service Level Agreement
• Log and track all incidents through resolution in Remedyforce; escalate by following documented escalation procedures
• Use remote desktop solutions to support and gather more detailed analysis for troubleshooting and resolving issues
• Communicate critical incidents, expired SLA targets and report out status to Service Delivery management
• Write and update technical knowledgebase documentation
• Communicate with IT business partners, vendors and IT support teams to resolve incidents, coordinate changes or fulfill IT service requests
• Respond to problems or provide service after hours
• Support Microsoft Office applications
• Contact and escalate with vendor to ensure user interruption is kept to a minimum
• Suggest continuous improvement ideas that can expand to the broader team
• Build and deploy hardware
• Associates Degree in Computer Science or Information Technology preferred; or equivalent education and experience
• 1-2 years experience in a technical support environment, call center, or help desk preferred
• 2 years experience in Microsoft Operating Systems and Office Suite of tools preferred
• Excellent customer service, writing, interpersonal and verbal communication skills
• Understanding of communication technologies (WAN/LAN), Video Conferencing, VOIP phone preferred
• Mobile Device Management experience preferred
• IT Service Management knowledge preferred (ie. ITIL foundation)
• Work independently and demonstrate effective initiative
• Ability to be creative under pressure
• Demonstrate good judgment
• Ability to lift up to 40 pounds
• Handle e-mails within IT Service Desk Queues and open incidents/requests based on the information gathered from customers
• Limited use and/or application of Service Desk procedures, processes and concepts with close supervision
• Creates a positive customer support experience through handling concerns in a highly professional manner
• Adheres to the organization’s internal policies and procedures including shifting schedule and proper state usage in ININ
• Follow-up with customer to gain additional information or required document
• Utilize the Knowledge Management Tool in HP Service Manager to respond accurately and effectively to requests or issues
• Hp Service Manager
• Install software
• Create and maintain images
• Public utility work experience
• ITIL knowledge
• Contribute to and promote a culture of outstanding service while delivering an excellent colleague experience across all areas of IT engagement
• Act as a point of contact for colleague issues through phone, chat, email and portal, providing exceptional service in all colleague interactions
• Provide first line IT support for all XL Catlin colleagues across a range of technologies, including desktop applications, printing/scanning, telephony, mobile devices, audio and video conferencing, business applications, etc
• Perform assessment, triage, research and resolution of basic incidents and requests
• Engage other Service Desk resources or appropriate second- and third-level service resources to resolve incidents beyond scope of ability or responsibility
• Ensure incidents and requests are accurately logged, assigned, tracked and responded to in a timely manner, in line with agreed SLA’s; provision of timely communications and maintenance of ownership until closure
• Take ownership of colleague issues and follow up on the status of issues on behalf of the colleague, communicating progress in a timely manner
• Communicate with the Colleague Care team where necessary to ensure that escalated issues have proper attention and visibility
• Create a positive colleague support experience and build strong colleague relationships through listening intently to understand the problem, ensuring timely resolution or escalation, communicating promptly on progress, and handling colleagues with a consummately professional attitude
• Update knowledge management system as necessary
• Identify service improvement opportunities to key service management stakeholders
• Work with Incident and Problem management teams on individual proactive and reactive issues as necessary
• Grow general knowledge of IT and business systems , increasing ability to resolve issues on first contact
• 0-3 years of experience in a Help Desk/Service Desk or Customer Service role
• Outstanding customer service skills and a “customer first” mentality are a must
• Basic understanding of IT principles and most commonly supported systems
• Basic technical knowledge and working experience with Microsoft products including email, Client, Server, Network and Telephony technologies, Mobile Computing, Directory Services, and overall understanding of infrastructure, desktop, and applications technologies
• Excellent verbal and written communication skills and telephone manner
• Ability to build strong relationships with key stakeholders across the organization
• Ability to think logically to analyze, troubleshoot and resolve complex issues
• Must be professional, courteous and enjoy working with people; critical thinking, creativity, and independent judgment are expected
• Strong interpersonal skills and the ability to work within a team
• Strong ability to multi-task and work on tasks and projects while being interrupted by colleagues requesting support; ability to constantly re-prioritize tasks is a must
• Bachelor's degree or relevant experience required
• ITIL Foundations Certification a plus
• Answer Service Desk phones and provide Tier I/II support to users on a variety of issues
• Documents, tracks, and monitors issues to ensure a timely resolution
• Analyze, evaluate, and test software and hardware issues
• Provide input to Service Desk procedures to support the DMI NASA customer
• Ability to work shifts falling within 6 AM to 6 PM Monday - Friday
• Bachelor's degree in computer science, systems analysis or a related study, or equivalent preferred
• 3-7 years of IT experience
• 2-4 years of service desk experience
• Must be adaptable to work in a varied, fast paced exciting, ever changing environment
• Has strong presentation and collaboration skills and can communicate all aspects of the job requirements, including the creation of formal documentation
• Ability to effectively communicate information, both verbally and written, to end users and executive management, understanding when to speak up and deliver an assertive message in support of the project
• Log all trouble calls and requests, and forward unresolved issues to the appropriate IT department
• Document detailed descriptions of problems and resolutions in ticketing system
• Assist stores with POS register equipment, program issues, and questions
• Monitor store data circuits and phone lines, and notify vendor (Telco) of circuit outages as needed
• Assist office and warehouse personnel, home PC users, and stores with issues regarding PC hardware and software, modems, phones, printers, copy machines, fax machines and various other equipment
• High School diploma or equivalent required; Associates Degree or accredited technical school training in related field preferred
• Retail industry experience is a plus
• Hardware and software troubleshooting skills with emphasis on Windows operating systems and Microsoft Office software
• Ability to ask appropriate and meaningful questions to gain a clear understanding of technical issues and determine the most appropriate course of action and level of urgency
• Ability to handle multiple projects with shifting priorities and frequent interruptions effectively
• Strong analytical, prioritization, and problem-solving abilities
• Demonstrated interest in technology and desire to learn
• Flexibility to work nights, weekends, and overtime as requested by management
• Authorized to work for any employer in the United States
• Dealing with people at all levels of our business via telephone and Email
• A logical and structured approach in your thinking would be helpful, as well as being able to carefully follow policy and procedure to methodically handle/resolve issues
• Performing management of the service desk queues to ensure end user expectations are met, alongside our Service Level Agreements
• Taking ownership of your own tickets and seeing them through to completion within agreed timescales
• It would be great if you’ve worked in an IT Service Desk/Help Desk environment and have formal structured IT service management processes (eg. ITIL)
• Providing outstanding customer experience to the internal ING Direct customers on technical issues reported to the Service Centre by Phone and Email
• Monitoring of Service Desk tickets assigned to the queue and process based on priority and agreed SLAs
• Taking of incoming calls to the Service Desk within agreed metrics and raising of appropriately categorised tickets for relevant teams
• Lodging of email based requests as Incidents or Service Requests in the ITSM software
• Ownership of reported incidents through to resolution, making use of the One and Done Policy
• Escalation of high risk incidents as appropriate via Application/Business Support
• Setting of customer expectations and consistently meeting them through regular communication on “Open requests”
• Support of IT Project team members in testing and training of the user base on business applications
• Analysis of trends in reported errors and notification of Business Support to emerging trends in incidents
• Responsive and thorough attention to detail in all investigation of reported errors
• Compliance with all ING Direct policies and procedures
• A Diploma/ Degree in Computer studies or equivalent
• 2 – 3 years’ work experience
• At least 2 years’ work experience in Technology Industry and Call Centre environment
• Good customer service soft skills and remote troubleshooting skills
• Excellent Customer Service attitude and good communication skills and excellent listening and problem-solving skills
• Very client-focused and ability to empathize with clients needs and instill confidence that their issue will be dealt with efficiently and effectively
• Flexible and able to adjust to the fast-paced IT environment and user requirements
• Strong knowledge and experience in the area of
• Will be member of Service Desk group at Brazil Creative Center, Alphaville office
• Work with the other Global Services Desks to cover 24 by 7 in English and Spanish language or the local language of the Service Desk, where weekends are covered through a global on-call schedule
• Working in to cover in general from 09:00 – 18:00 and with availability for shifts to work on 07:00 – 16:00 supporting IFF global customers and in accordance with the Service Desk Manager/Supervisor, Mon thru Friday and on call (40 hrs)
• Must have fluent English, Spanish and Portuguese - sine qua non
• Knowledge in a variety of IT technologies including but not limited to: desktops/operating systems (XP and Windows), WAN, LAN, Remote connectivity, MS Office, Active Directory, server technology, business applications systems (SAP), Smartphones and Tablets (IPhone and Samsung)
• Understanding and operational experience of IT support / service delivery processes. ITIL foundation examination passed and operational experience with ITIL processes
• Experience in creating documentation (manuals, guidelines and checklists) to be used by IT colleagues globally as well as by end-users
• At least three years’ experience in supporting a global multi-site PC Computing environment, with WAN and LAN technology preferably in a multi-skilled Service Desk environment
• Excellent customer service and interpersonal skills; Applies telephone, mail, chat and tickets
• Bachelor's degree or equivalent in Computer Science, Engineering or related discipline
• ITIL foundation examination passed and operational experience with ITIL best practices
• Proven experience working with Latin American region
• Ability to work effectively, both independently and as a member of a team
• Ensuring incoming incidents are logged accurately and that sufficient information is recorded in the relevant incident logging software, and following and adhering to stringent processes
• Ensuring that all cases owned are resolved in accordance to the agreed Service Level Agreement (SLA)
• To contribute to overall achievements of required Service Level by maintaining agreed personal targets. Assist in ensuring SLAs and Key Performance Indicators (KPIs) are met
• Training and mentoring new starters
• Dealing with high level escalations
• Feeding into and Supporting Line Manager with Service Improvement Plans (SIP’s)
• Some Involvement in staff 121’s, absence reviews and personal improvement plans (PIP’s)
• Delivering a high rate of technical resolution
• Helping build a greater First Time Fix (FTF) capability within the Service Desk
• Any previous experience of working in a Service Desk, Call Centre, Helpdesk or support environment
• Understanding of MS Active Directory User Administration
• Experience of logging calls and complaint handling
• Ideally understanding of Desktop Operating Systems and/or MS Office Products
• Good knowledge of support tools used by IT Service Desk Support teams
• Ideally working knowledge/experience of Remedy and/or Landesk
• Strong interpersonal and communication skills, particularly customer facing skills including listening skills
• Ability to diffuse potentially confrontational situations and to remain calm and reasonable when dealing with difficult calls
• Ability to work effectively as a member of a team as well as their own and uses own initiative
• Strive for excellence – premium customer service provider
• Fields trouble and information request calls from users
• Resolves User problems on initial call
• Enters Caller information into call tracking application database
• Dispatches calls to appropriate technician
• Status users on the progress of their problem resolution
• Continues to enhance skills to reduce number of calls requiring technician dispatch
• Follows up with I.S. Personnel for resolution progress when applicable
• Notifies Users of system status whenever there is an anticipated outage or when unscheduled downtime occurs
• Places & tracks service calls to vendors
• Documents vender progress & resolution
• Reviews outstanding problem list to assure that problems are addressed appropriately as to their severity
• Monitors trend analysis and & exception activity by reviewing call tracking information
• Maintains Customer Service Desk manual keeping procedures and information current
• Completes special projects as assigned by the Operations Manager
• Provide first level of support from in-house software to hardware, such as laptops, desktops, printers, mobile devices (e.g. iPhones, iPad, and Blackberrys)
• Log tickets into Service Desk ticket tracking system called Service Now
• Ensure that the North American Service Desk Mailbox is routinely monitored and that all inquiries and requests are actioned in line with the Service Desk Operational Performance Targets
• Participate in writing support documentation to assist staff with requests for information and provide staff training if required
• Reset network or application passwords according to the End User Support policy
• Issue company service bulletins regarding software and hardware outages (also known as Priority 2 issues)
• Technical service experience and strong customer service orientation
• Ability to work in minimal supervision
• Ability to work in a complex and fast-paced work environment
• Knowledge of Service Now is a plus
• Experience in Service Desk related field
• An ITIL qualification is a plus
• Provide first and second level technical support of desktop computers to team members in home office and at remote locations; Respond to user requests for service relating to hardware and software issues; Diagnose problem, determine nature and extent of support needed and resolve problem
• Provide 24/7 on call availability
• Install, configure, maintain, and troubleshoot computer applications and ensure they are fully functional; Receive, configure and ship equipment to field team members; Perform hardware and software upgrades to existing computer equipment as needed
• Create and delete/disable Active Directory Accounts, Active Directory administration
• Act as liaison and interface with third party vendors to report application and server problems or to provide network support
• Respond to telephone and e-mail messages from users reporting computer related issues; Log all issues in service desk software
• Associates Degree or equivalent training required in computer science related field
• Three + years experience in Information Technology department preferred
• You will conform to the Agent Enablement Program which includes (performance management, development plans, rewards and incentive programs, monthly reporting, etc.) You are responsible for working to all relevant Service Delivery and Corporate Policies, Procedures and Work Practices
• To work with Service Desk Team Leader and fellow Service Desk Analysts to deliver exceptional service to customers
• Accountable for achieving personal performance outcomes (Goals & Objectives)
• Ensure that you establish regular 1:1 sessions with your Team Leader
• In relation to personal conduct and dealings, ensure that the reputation of Optus and our customers is highly regarded
• Supports Tier 1 and 2 service requests and incidents
• Serves as the single point of contact to end users for information technology-related issues, problems and requests
• Minimum of one year of experience in a Help Desk environment supporting computer software and hardware
• Ability to manage multiple tasks with aggressive timelines; highly organized with the ability to prioritize demand for self in a fast paced environment
• Excellent customer service skills and strong telephone skills
• Acceptance of requests for assistance and ensure all information is contained within the Service Desk call
• Be proactive in identifying trends and/or root causes and addressing them
• Excellent written and verbal communication skills at all levels
• Ability to prioritise workload and manage time effectively
• Ability to analyse problems and incidents and effectively prioritise according to Business impacts
• Ability to work calmly and effectively in potentially business critical situations (e.g. co-ordinating communication for major incidents)
• Knowledge of Microsoft Office and Windows Operating Systems required
• Broad knowledge of AS/400, Siebel, Data Networking and eCommerce systems is preferred
• Facilitate laptop and desktop service fulfillment requests, building systems using Symantec Ghost solution suite and standard checklists
• Manage lifecycle of incident tickets from triage through resolution, including communication to employees and documentation
• Active Directory administration, users and groups creation and permissions
• Administer and support iPads and iOS mobile devices
• Maintain detailed and up to date hardware and software licensing inventory
• Troubleshoot and resolve basic network and telephone issues
• Support execution of procurement, working closely with purchasing department
• Contribute to improving service delivery quality and eliminating recurring errors
• Ensure security procedures are followed and enforced
• Lead IT projects such as OS upgrades, software roll outs, and new products
• Scripting for automation and efficiencies, using VB and PowerShell
• Participate in standard rotation of after hours on-call support
• Working knowledge of remote assistance tools
• Ability to handle multiple requests at once
• Initial information gatherer and first-line troubleshooting
• You will be the voice of Fanatical Support and the first point of contact for Rackspace employees
• Technical school training or experience in a technical field or equivalent experience
• Office O365 Administration and support experience desired
• Microsoft SharePoint Administration experience desired
• Experience with Mobile Device Management tools desired
• Analyze and resolve incidents/requests regarding use of application software or hardware
• Log and track incidents/requests from identification through resolution in incident management software
• Communicate with other service resources involved in resolution to ensure incidents are resolved, requests are fulfilled, and the customer communication is complete
• Engage appropriate service resources to resolve incidents when needed
• Document resolutions and internal procedures, and update self-help and staff knowledge bases
• Create a positive customer support experience and build strong relationships through engaged listening and understanding, problem solving, ensuring timely resolution or escalation, communicating promptly on progress, and maintaining a consummately professional attitude
• Maintain and protect confidentiality in all aspects of employee information
• Solid IT Support experience within a Windows OS enviroment
• Solid all round knowledge of MS Office 2010 Suite
• Active Directory and Exchange 2013
• Solid Written and Verbal communication skiilsExperience working to SLA’s
• Call logging systems (Remedy / Heat / RMS or similar)
• Support of mobile and tablet devices
• Remote support experienceITIL version 3
• Experience of working in a Service Desk support environment
• Good call logging and customer service experience
• Good written and verbal communication skills
• Strive for excellence premium customer service provider
• Willingness to learn
• Working knowledge of remedy
• Basic understanding of different technologies, including MS Office Products
• Resolving cloud solutions related customer issues based on SLA’s, application, infrastructure or security related problems
• Troubleshooting network, compute, application issues related to AWS services
• Testing fixes and documenting resolution for tickets
• Monitoring application environments over multiple regions or availability zones
• Providing snapshots of volumes, moving data from one location to another, or restoring data based on user request
• Setting up routine archival backup for applications and databases
• Providing daily, weekly and monthly metrics driven status reports to leadership
• Handling provisioning requests for storage, compute or networks based on client or internal team requests
• Managing Identify Access Management groups and users based on defined parameters
• Setting up and monitoring metrics for application performance and infrastructure utilization
• Performing virtual machine, application and OS security patch updates
• Analyzes and resolves incidents and requests regarding use of application software or hardware
• Logs and tracks incidents and requests from identification through resolution
• Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete
• Documents resolutions and updates self-help and knowledge bases
• Ability to provide on-call support after hours as needed
• 1-2 years working in a Service Desk or Help Desk positon
• Strong analytical skills and ability to solve problems
• Previous customer service experience in a technical support role
• Very Strong level one experience in MS Office, printers, remote access, networking, etc
• Prior technical support and customer service experience
• Competency in remote support and ticket tracking tools
• Ability to work in a high volume environment (answering 20-30 live calls in addition to managing 40-60 emails/service requests)
• Prior experience supporting customers in a technical support role
• Proficiency in using support software tools is desired
• Customer service experience in a technical support position
• Familiar with Service Request Management processes
• MAC support
• VPN remote access
• VDI, VMware and Citrix
• Gather data and glean insights from the data to drive strategic goals and measure effectiveness of the Service Desk and Service Desk agents
• Ensure Data integrity and accuracy throughout the various systems used (Service Manager and Service Catalogue)
• Assist Service Desk Operations Management with the integration of new systems with a focus on how reporting metrics are gathered. Lead discussions on reporting requirements
• Provide monthly, weekly reports to SD operations on trends and progress
• Provide solutions and identify gaps or opportunities to improve Service Desk agents or Service Desk Operations through the various Service Desk systems
• Collaborate with various teams across the Service Desk, and Enterprise Services to help influence decisions, identify opportunities, improvements and/or enhancements
• Provide analysis on new support items post hand over from SD Project delivery
• Document and propose strategic analysis to Operations, SDLT and the wider ES WCT departments and Customer teams
• Keep up to date with industry research on reporting and analytics as well as industry changes in the Contact Centre and support environment
• Liaise with Learning and Development consultant on trends from data for new hire and refresher training
• 3rd Level Degree in a Business or IT related field
• ITIL V3/CompTIA
• Advanced Excel/Visio/Word
• Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction
• Ensure fast and accurate turnaround of work
• Remain updated on products, policy, procedure and other important operational issues
• To come in on time and on scheduled shift and Breaks assigned by staff manager
• Follow rest day schedule as assigned
• Advice staff manager of planned leaves as stated in the Handbook
• Maintain quality standards in accordance with agreed metrics
• Ensure that all quality deficiencies are corrected in a timely manner for activities in your function
• To submit necessary service delivery reports
• Ensure feedback is given to staff manager if potential issues are detected
• Ensure feedback is given to staff manager if process improvement measures can be implemented
• Ensure attendance at planned meetings
• Previous back-end process administration experience
• Previous customer service or contact center experience (optional)
• Support the resolution of end user technical issues
• Provide timely, professional and courteous customer service support to end users seeking assistance while demonstrating sound judgment to effectively solve or initiate the resolution of all incidents
• Accurately resolve 75% of the calls and escalate calls that cannot be resolved at the first level to Service Analyst II or appropriate IT staff
• Perform technical support tasks for callers that may include but is not limited to: resetting passwords, unlocking accounts, adjusting storage limits or PC settings, and trouble shooting other routine and/or semi-routine user computer issues. (e.g. Printer Problems)
• Investigate, analyze information, and draw conclusions as well as make recommendations for possible process improvement
• Positively contribute to achieving Service Desk performance service level agreements and recommend opportunities to further enhance support processes
• Accurately document support requests and actions performed to remediate or escalate the ticket
• Perform support for systems during off hours and weekends per schedule developed by TEKsystems
• Assist in the development of documentation, education, and training programs
• Review support documentation for new or updated systems and participate in training as needed
• Create or provide feedback to end user regarding training documentation that is user friendly, detailed and precise
• The IT Service Desk Analyst - I should provide first level technical support to the internal staff of Concur and in some cases SAP
• Handle first-level incident / Service Request and resolution on incidents and queries within a stipulated time limit without compromising on quality parameters
• Timely escalation of incidents/Service Requests to desktop support and other application teams as and when required
• 1st level support for technical issues related to software, hardware, Microsoft Office applications, Concur internal applications, Windows, Macintosh etc
• Troubleshoot basic network issues for office as well as remote users
• Log all calls in the Service Desk Call Logging or ticketing system, Service Now
• Take ownership of user problems and follow up on the status of problems on behalf of the user and communicate progress in a timely manner
• Undergo skill enhancing trainings located in Success Map and Lynda apart from mandatory Security and Process trainings
• Basic knowledge on Active Directory
• Coordinate with various support groups and NOC as and when required for the quicker resolution of issues/tickets
• Bachelor’s or Master’s Degree in Information Technology / Computer Science (B.Sc. in Computer Science, BCA, MCA or equivalent preferred)
• 1 – 3 years of experience in Voice-based Technical Support, preferably in Service Desk set up
• MCSA, MCITP, ITIL Certifications preferred
• Demonstrate excellent problem solving and technical troubleshooting skills in desktop, laptop, printers, cisco phones, networking etc
• Experience on working in a team-oriented, collaborative environment
• Experience in working with cross functional teams to help resolve user reported issues
• Ability to work effectively as a member of a team and ability to follow procedures
• Prior experience of providing 1st Line support within an IT Service Desk environment
• Knowledge of Windows Desktop environments (XP/Windows 7, Windows 10)
• Network knowledge (Ping)
• Good understanding of MS Office Products, including O365 Administration
• A background in telephone based customer service
• Online research to identify and contact prospective customers and clients
• Emailing prospects to set up sales meetings
• Calling prospects to set up sales meetings
• Coordinating with staff to attend sales meetings
• Tracking sales leads through the sales pipeline
• Contact prospective clients (50+ cold-calls per day) to develop new leads and sales opportunities
• Influence clients to purchase training services by following a prepared sales pitch to give service information and price quotations, and adjust sales pitch to meet needs of specific clients
• Lead the identification, analysis and development of sales opportunities within the designated territory
• Prepare action plans and schedules to identify specific targets and to project the number of contacts to be made
• Follow up on new sales leads and referrals resulting from field activity and marketing efforts
• Prepare presentations, proposals and sales contracts for clients
• Attend industry meetings and events to promote products and services and generate referrals
• A creative thinker; someone who can utilize social media and other online methods to drive sales opportunities
• Cold calling new and existing clients to solicit catering using techniques agreed upon by the catering sales manager
• Must be able to professionally present the product and services over the phone to potential customers
• Take employee calls inbound to support center, and resolve incidents or requests
• Engage appropriate service resources to escalate incidents when needed
• Create a positive customer support experience for RH employees, and build strong relationships through engaged listening and understanding, problem solving, ensuring timely resolution or escalation, communicating promptly on progress, and maintaining a consummately professional attitude
• Incident/Request Management Process
• Responds to internal customers to resolve their technology problems. This includes first line support for client (PC), network, server, and voice hardware and software
• Enters and manages Incident and Service Request tickets in ServiceNow (IT Service Management Application)
• Provides technical support related to various computer programs used by Franklin Electric employees across all business functions
• Provides hardware support for computers, phones, and other technological equipment used by Franklin Electric
• Deploys new software and software updates using Microsoft SCCM or similar tools
• Maintains Microsoft Active Directory accounts and other security protocols
• Performance is measured based on average duration of tickets
• Effectively communicates information and responds to questions in person-to-person and small group situations with customers, clients, the general public, and other employees of the organization
• Maintains confidentiality and uses discretion with business information
• Reads and understands documents such as policy manuals, safety rules, operating and maintenance instructions, and procedure manuals
• Writes routine reports and correspondence
• Adds, subtracts, multiplies, and divides numbers (using currency and other forms of measurement)
• Utilizes common-sense understanding in order to carry out written, oral, or diagrammed instructions
• Deals with problems involving several known variables in situations of routine nature
• Plans the time, method, manner, and/or performance sequence of own work; may also occasionally assist in planning work assignments performed by others within a limited area of operation
• Frequently makes decisions of both minor and major importance, which may affect the work operations of other employees and/or clientele to a moderate degree
• Completes some moderately repetitive tasks
• Uses noncomplex machines and equipment (adding machines, calculators, copy/fax machines, etc.)
• Bachelor's degree in computer science, computer information systems, or a related degree (required)
• Three to five years of related experience (preferred)
• Advanced:Operating systems, word processing/typing, spreadsheets, database
• Act as a single point of contact for IT issues and queries
• Provide 1st Line Support and resolve a high percentage of incoming IT Support requests upon the first contact including troubleshooting of IT related issues (software & hardware)
• Ensure a swift response and analysis of new requests, escalating promptly if required
• Assess the business impact of IT Incidents and accurately assign SLAs and follow escalation procedures as directed
• Answer incoming calls and record details of the fault / request in GBS service desk software - a high level of detail and accuracy is required
• Take ownership of user issues, follow up the status on behalf of the user and communicate progress in a timely manner following through to conclusion
• Be fully conversant with Incident Management and SLAs
• Follow procedures, maintain documentation and standards and collate and submit asset information as required
• Maintain a high degree of customer service for all support queries and adhere to all service management principles
• Present a positive and helpful attitude to business customers
• Provide stats for the weekly Service Desk report on call trends as required
• Publish, update and utilise support documentation and Standard Operating Procedures (SOPs) to assist staff with requests for information
• Arrange for Third Party support where problems cannot be resolved in house
• Liaise with and manage Third Party Suppliers in relation to resolving issues proactively to ensure Service Level Agreements (SLAs) are adhered to
• Be prepared to work out of hours if required (to be discussed & mutually agreed on a case by case basis where applicable)
• To work under the direction of the Service Desk Manager
• Always be “Service Oriented’ and look to improve the level of service to the Business
• Any other duties required to meet the SLAs and Business Objectives
• Excellent communication skills (verbal & written) and telephone manner
• Understanding of Change Management process
• Ability to manage own workload and able to deal with a diverse range of requests and user queries
• Ability to deal with differing levels of IT awareness, from within own team and user base
• Any IT or service management qualifications would be desirable
• Reasonable comprehension of server and networking technology and protocols
• Good all round experience of desktop software products in particular Microsoft Office and Exchange
• Understanding of ITIL methodology – ITIL Foundation qualification desirable
• Experience in 3rd party contract liaison
• Must be able to demonstrate the ability to work well as part of a team
• Self-motivated with a desire to provide excellent customer service
• Respond to incoming requests via phone, walk-ups, and ServiceNow tickets
• Resolve 1st and 2nd level incidents
• Log and update incidents via ServiceNow, our ticket tracking application
• Provide incident routing and escalation to other teams within the organization
• Maintain responsibility for off hours support (24/7) on a rotating schedule (4 weeks per year)
• Provide Hardware/software support to internal customers
• Configure and install office desk phones, Unity voicemail, soft phones, and single number reach profiles
• Configure and install office Printers
• Assist in the delivery, installation and setup of new or reallocated technology
• Administer/Troubleshoot accounts in the following systems: User Approval, Salesforce, WebEx, CallManager, Unity, Active Directory, Exchange, United, Oracle, and various other applications
• Leverage internal (knowledge base) and external (support sites) resources to answer questions and resolve incidents
• To deliver an exemplary level of customer service
• To manage customer support incidents for our supported services
• To assess support incidents
• Provide the highest level of customer service while responding to new customer incidents & requests, tracking all information in a tracking system, responding to SLA’s, escalations and working to adhere to all service desk processes for incident, request and other areas
• Contribute to creation of knowledge base materials for consistent support of requests and incidents
• Seek to improve IT processes and procedures
• Maintain familiarity with IT Service Portfolio to more effectively support customers
• Take ownership and responsibility of issues and requests from start to resolution or fulfillment
• Develop and maintain skills around ITIL and other Service Frameworks
• Ability to be effective in a fast-paced, changing environment managing multiple priorities
• Solid communication, documentation and problem solving skills
• Able to pass the ITIL Foundations certification within the first 6 months of employment
• Bachelor degree in Computer Science/Engineering
• General Operating Systems knowledge - Windows 10, OS X, iOS, Android
• 1 year of Service Desk experience in an 800+ employee environment
• Experience using a Service Desk system
• General Desktop software knowledge - Microsoft Office, modern browsers, hardware, software, and networking concepts
• Interpersonal and teamwork skills
• Basic knowledge of MS Office products (i.e. Word, Excel, PowerPoint), Internet Explorer; and Outlook with an Exchange based email system with experience in assisting others with the use of these products
• Basic understanding of configuring and supporting IT equipment in a Corporate/business setting
• Looking for this technical professional to start ASAP*
• Handle and log customer problems or questions by diagnosing situation, determining appropriate response and ensuring effective call resolution. This includes providing updates to reflect current resolution status
• Monitor outstanding tickets and provide customer with timely status updates regarding resolution process
• Manage ticket resolution according to prioritization definitions
• Support PC hardware and software for Home Office and District office by answering questions and solving problems. This includes network hardware such as PC, Laptops, CLI, as well as technician PDA support
• Provide basic support voice mail and telephone system
• Notify appropriate departmental management, in accordance with established incident resolution procedures, to address ticket resolution issues
• Record customer suggestions for system enhancements/improvements
• Coordinate with second-level support to address and call situation requiring technical intervention which is beyond the Service Desk’s responsibility
• Windows XP, Windows 7
• Gmail and Google Apps
• Mobile phones
• Familiarity with AS400 based system, operations, printers is desirable
• Experience with the following technologies beneficial: Windows Servers, Ethernet, TCP/IP
• Mobility/VPN technologies
• Audio Visual
• Basic understanding of network protocols
• Remote desktop tools
• IT desktop and peripheral configuration and build knowledge
• Experience of working in a customer service role in a demanding, customer focused environment
• Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it
• Ability to present ideas in user-friendly language to non-technical staff and end users
• Strong documentation, writing and oral communication skills
• Ability to logically analyze business problems and determine/implement appropriate solutions
• Ability to quickly learn and gain proficiency in the usage of systems technologies and applications
• Ability to consistently project a courteous, professional attitude while working in a high-pressure environment
• Knowledge and understanding of Windows environment
• Ability to communicate with others in a warm and helpful manner while exhibiting high motivation and a sense of urgency
• Above average listening skills needed to determine customer’s needs
• Ability to interact effectively with both staff and management and to work well in a team environment
• Ability to manage multiple troubleshooting tasks in an active, fast-paced environment
• Excellent time management and prioritization skills are required
• Experience with Service Now service management system is desired
• College degree or equivalent work experience preferred
• Be present and visible in the Service Desk and available to users requiring technical assistance
• Support callers by answering software, hardware and other questions and solving problems in an expedient and friendly manner
• Create trouble ticket for each request and assume ownership; handle problem management, escalation and subsequent follow up
• Ability to lift up to 20 pounds
• Ability to stoop and stand
• Ability to sit for prolonged periods
• Interact with programmers and Infrastructure staff on issues that have been escalated. Document all interactions and problem resolution
• Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency including development and dissemination of help sheets, usage guides, knowledgebase and FAQ lists for end users
• Follow and further develop standard Service Desk operating procedures; accurately log all Service Desk tickets using call tracking software
• Provide Internet and intranet support and modifications as needed
• Phone system and voicemail support, maintenance, moves, adds, and changes
• Provide basic co-worker support to Ehrlich University training Portal
• Co-worker account maintenance including account creation, ongoing maintenance and deletion
• Monitor developments and remain current in the information technology field; make suggestions for the improvement of systems/network operation and reliability
• Provide day-to-day operational service and support
• Take ownership of all customer interactions, utilize appropriate follow-through, and log all customer interactions
• Provide timely feedback to external and internal customers via phone, e-mail, or other form of communication
• Communicate direction/resolution at an appropriate technical and business level for the audience
• Monitor and report on performance of IT systems and services
• Provide assistance and technical support for the resolution of problems, incidents, issues and emergencies
• Collaborate with vendors for resolution of issues / incidents
• Assist with 4th level support escalations (to Original Equipment Manufacturer)
• Document problems and resolutions for future reference
• Provide coaching and mentoring to other members of the Service desk
• Creation of user accounts and setting permissions
• Administration of ServiceNow IT Service Management System (for example Service Catalog updates and maintenance, workflow building and editing, custom application deployments, troubleshooting application functionality and integrations)
• Three (3) to seven (7) years of experience in computer systems, customer support or IT support preferred
• Experience with ServiceNow IT Service Management System
• Knowledge of Microsoft Office Suite, Outlook and Lotus Notes email and other desktop applications
• Ability to take ownership and accountability of assignments
• Build and share knowledge and Work independently
• Experience with relationship building skills and anger diffusion
• Excellent communication skills, verbal and written
• Good analytical ability and experience with metrics reporting and dashboard development
• Proactive and self-motivated, committed to achieving deadlines, meeting SLAs, and producing results
• Proven ability to produce quality deliverables within aggressive timelines and manage multiple assignments simultaneously
• Understanding of service desk lifecycle and ITIL processes
• Experience with providing end user support
• Ability to interact professionally with diverse groups, clients, contractors, subject matter experts, and end-users
• Able to respond to customer contacts via Phone and Email, providing excellent customer service, and fast and courteous incident resolution
• Available within phone system at least 6 hours per day to receive incoming contacts
• Quick response to requests for support, problem analysis, initial resolution and/or escalation
• Communicate with IT users regarding their issues, both verbally and by written correspondence
• Thorough documentation of customer issues in a ticketing system, manage personal queue from initial ticket reporting through ticket resolution, including documentation and update of shared knowledge base as needed
• Provide first level support to end-users. This involves user support for all business lines and related departments including: productivity software, network maintenance and other end-user support duties as assigned
• Able to prioritize and manage time based on the needs of the users as balanced with the company directives
• Excellent telephone, oral and written communications skills
• Working knowledge of Windows operating system, MS Office suite (Word, Excel, and Outlook)
• Ability to follow team procedures and documentation
• Ability to quickly learn proprietary applications that are core to the business
• Strong drive for proactive continuous self and process improvement
• Thrive in an environment where team and individual performance is measured on multiple characteristics
• Associates or Bachelors Degree in a related field preferred
• 1 -2 years experience working in a related IT environment or providing strong Customer Service to internal or external customers
• Previous experience in a similar position
• Hardware and software theory and practical experience essential
• Experience supporting Microsoft aligned Office environment
• SAP support experience highly regarded
• Server Active Directory experience
• Excellent communication written and verbal
• Ability to build rapport
• Ability to adapt quickly to changing environment
• Accept technical support calls and emails to the I.T. Department and track issues to resolution via an enterprise help desk system
• Troubleshoot and resolve end-user hardware, operating system, and software related problems
• Troubleshoot and resolve basic network and server access problems for end users
• Troubleshoot and resolve issues with voice communications (i.e., VoIP telephones) and voicemail systems
• Analyze and forward support issues that cannot be addressed by the Helpdesk to appropriate IT personnel
• Install, configure, and test laptops/desktops, mobile devices, peripherals and software
• Responsible for new user setup including user account creation and image based hardware deployments
• Maintain inventory of hardware devices and software licensing
• Educate staff on appropriate use of hardware and software to prevent errors and promote efficiency
• Complete assigned companywide rollouts of upgraded desktops, laptops, monitors and other computer equipment
• Develop and update help desk documentation and procedures
• Assist employees using Microsoft desktop operating systems (Windows XP, Windows 7) and applications. (Outlook, Word, Excel, PowerPoint, Visio, etc.)
• Develop technical knowledge and troubleshooting skills on internal applications and IT environment
• Accurately log and record call details and maintain high level of contact with users throughout the business
• Use scripts, personal skills and knowledge to resolve incidents at 1st line
• Provide feedback to users relating to service
• Facilitate communication between service groups
• Create and maintain user based FAQ’s
• Create known errors, log and assist in the maintenance of known error database
• Installation of software at user level
• Deal with user complaints in a professional manner
• Maintain knowledge on current industry-wide trends
• Ensure you are fully versed with business policies and procedures
• Create remote connections and support users
• Perform 1st line Server Administration tasks
• Adding users to Active Directory object groups
• Microsoft Office 2010 diagnostics and support
• Windows 7 Performance diagnostics, Application Error logging and reporting
• Windows 7 user support
• Microsoft Exchange basic administration
• Perform 1st line Network diagnostics
• Solid experience in an IT customer focused environment
• Ability to diagnose faults and resolve calls at 1st line
• Service Desk experience in a complex IT support environment
• Experience with Windows 7, MS Office 2010 applications to include Outlook support
• Full UK Driving Licence
• SC Cleared or eligible
• Excellent technical ability (MCDST/MCP/MCITP/MCTS)
• Basic understanding of LAN/WAN technologies
• Knowledge of ITIL, (V3 preferred)
• Calm under pressure
• At least 2 years’ experience in an IT customer focused environment
• Minimum of 2 years’ Service Desk experience in a complex IT support environment
• Ability to coach and mentor team members and users
• A Self-motivated individual
• Adapt to a changing environment as the business evolves
• Working as part of a global team supporting up to 2000 users; face to face, via email and over the phone, logging issues using the Microsoft Service Manager system and escalating where appropriate to 2nd line for all Inmarsat core Business Systems
• Account management using Active Directory, creating new users, resetting passwords, creating new email accounts on the Exchange server and solving issues on PCs and laptops remotely using remote software
• Setup and administer new and existing users’ network and email accounts, remove users from LAN systems when they leave and administer access rights to network resources
• Mapping Network drives, creating network sharing, resolving issues involving network printers, MFDs while provide support for printing from every PC to share corporate networked printers and any other network related issues
• Performing operations including defragmentation, virus scans, re-imaging PCs using MS System Center Configuration Manager, as well as resolving any general hardware or software issues such as installing of Antivirus with updating definitions on regular basis from the server
• Provide advice on the best IT information available to staff who are dealing with computer problems or making IT decisions
• Install, support and troubleshoot the Corporate IT standard desktop PC or laptop configuration and restore settings back to the original corporate standard
• Assist in dealing with hardware repair and maintenance for desktop PCs, printers and laptops, plus carry out basic hardware upgrade and installation service. This includes, but is not limited to, installing graphics cards, additional memory, and hard drive upgrades
• Setting up and activating new user accounts on iPhone devices
• Provide telephone support for users requiring remote access to Inmarsat systems from their PC or laptop
• MCSE, MCSA or MCTS, or equivalent qualified with at least two year’s proven work experience
• ITIL Foundation certification or above
• At least two year’s proven desktop and laptop support using MS operating systems typically XP and Windows 7
• Proven troubleshooting skills under time constraints and working knowledge of Service Level Agreements
• Proven communications skills and an ability to provide excellent customer service over the phone, via email and face to face
• Solid understanding of Information Technology, Microsoft Exchange 2010, Microsoft Office applications, the Internet, Exchange and Outlook 2013 with the ability to install and configure standard software applications
• Familiar with supporting users operating in a corporate network infrastructure including knowledge of TCP/IP
• Solid understand remote access to systems using Citrix and VPN technology
• Good general knowledge of the Telecoms industry
• 50% - Customer Service
• Respond to, document and resolve or escalate customer issues in a timely, professional, and courteous manner
• Document customer issues in the ticketing tool with sufficient detail to understand the issue or request, all steps taken and the resolution
• For issues which cannot be resolved within the Service Desk, identify the appropriate team required to resolve and route the issue in a timely manner
• Convey complex and/or technical processes to customers in a clear logical manner
• Respond to customer inquiries in a timely manner; provide continued timely follow-up in accordance with policies
• Maintain a high level of customer satisfaction at all times
• Provide coverage for 5-Day/12 Hour operation requiring varied work schedules
• 35% - Root Cause Analysis / Issue Resolution
• Clearly identify the root of reported issues (technical problems within the computing environment, deciphering error messages, general inquiries, etc.)
• Within Technology Services guidelines, research issues which cannot be resolved immediately
• 10% - Problem and Process Efficiency Identification
• Identify, address and communicate opportunities for operational efficiency
• Identify recurring issues or problems impacting the user-base and engage the Support Team and/or Support Management for delivery of permanent solution
• When appropriate, document information in the Knowledge-base which can be reused to speed future resolutions
• 5% - Miscellaneous
• Participate in meetings and other functions within the department as required
• Complete other duties as identified by the Service Desk Manager
• Fluent in German - both written and verbal
• Answering Service Desk calls in a timely fashion and providing 1st Line technical support
• Dealing with queries in a calm, timely and customer focussed manner
• Recording and prioritising all incidents received in to the Service Desk
• Supply warm transfers to Service Desk Technical Specialists with appropriate professionalism
• User administration and general support
• Work closely with 2nd line and other support teams within Work Place Technology
• Adhere to Sky’s health and safety policies and procedures; report any safety issues to line management; and participate in Sky’s objective to be a safe and healthy workplace
• Good technical knowledge is required, with a focus on Microsoft Server operating systems, including Active Directory, Group Policy Management, Server Licensing & DNS Management
• Understanding of virtualisation Technologies as well as MS Exchange
• Experience in a technical support role would be beneficial, but being able to learn new products and support them is essential
• Excellent fault diagnosing skills are a must
• Customer service experience would also be beneficial, as you are required to support many parties
• Awareness of ISO and the ITIL framework would be helpful
• Associate’s or Bachelor’s degree is preferred
• Minimum 2 years of experience in a IS Help Desk environment required, preferably in a health care environment
• Strong computer software technical aptitudes
• Experience with Microsoft applications (e.g. MS Office, Active Directory, Outlook, etc.)
• Demonstrated positive experience working with end users
• Demonstrated ITIL process skills in a healthcare provider environment preferred
• Proven understanding of UPHS processes, applications and IS Subject Matter Experts preferred
• IS industry technical certification, IS Trade or Technical program completion is preferred
• Tracks calls and documents issues into IT Service Management software
• Provides first level accurate and creative solutions to customer issues up to moderate nature to ensure customer productivity and escalates as necessary
• Follows Knowledge Centered Support (KCS) and IT Infrastructure Library (ITIL) methodology
• Maintains a current knowledge of relevant products (software and hardware) and support policies in order to provide accurate solutions to customers
• Maintain Service Desk e-mail, chat and web portal(s) by reading, opening/documenting information into ITSM tickets and either resolving or escalating to proper person or department
• May perform additional duties relating to specific First American applications as assigned
• Escalates more complex problems to a more senior level analyst
• Two year technical degree or equivalent work related experience required
• Proven excellent customer service skills
• Ability to use Service Desk standards and follow guidelines
• Broad range of current enterprise technologies such as network, desktop, mainframe, telephony and VOIP (voice over internet protocol) knowledge is required
• Knowledge of basic System Administration functions
• Assists Service Desk Specialist in processing non-complex work orders, service request as necessary support requirements assigned by the Service desk management team or Service Desk Manager
• Intrapreneurship and Sharing – collaborate with team members in exhibiting ownership through extending and taking up responsibilities above and beyond the documented TOR if needed, as well as fostering a positive work environment
• Respect –professionalism and proper decorum in all official interactions and functions
• Financial Strength – ensure that 100% of timesheets are submitted timely and accurately and any relevant leaves are accurately reported
• RTAC (Remote Desktop)
• A good working understanding of Microsoft Applications – Outlook, Excel, Word etc
• Natural problem solver
• Effective communicator through a variety of channels – face to face, phone, email
• Able to travel to world-wide sites across the enterprise if required
• Provide a central point of contact for all Users of the IT Systems
• Responsible for recording, monitoring and progressing all IT problems and Service Requests through to a timely and effective resolution
• Provide effective and timely first line IT Support for any reported IT problems or requests, resolving the incident in the first call
• Escalation of any issues that are likely to impede the timely resolution of any IT problem or Service request
• Participate in the administration and the maintenance of the Service Desk System Data
• Administer User access to all IT systems in line with IT policy and with adherence to IT Service desk procedures. This includes User enrolments, deletions, data access, transactions and password resets
• Timely notification of scheduled and unscheduled Service outages to affected end users
• Provides first level hardware and software technical support to include password resets in a professional and timely manner, while ensuring Five-Star Customer Service to both CHRISTUS Health and external customers seeking assistance from the Service Desk through phone calls, emails, or self service tickets
• Provides effective Five-Star Customer Service by being polite, courteous, and friendly towards all customers at all times. Acknowledges customers immediately in order to determine need and helps the customer resolve issues or requests. Participates in departmental programs that promote and deliver exceptional customer service
• Provides customers with assistance in understanding and making appropriate use of software tools and various applications and equipment such as, but not limited to MEDITECH, Microsoft Office Suite, WYSE/PC terminals, and printers to support end user and/or customer requests
• Answers customer questions and concerns regarding system operations and responds proactively in resolving system issues by assessing the extent of problem and escalating the issue to next level support when necessary
• Determines higher tiered or second level support group responsible if First Call Resolution does not occur. Adheres to all established Service Desk policies, procedures, and guidelines for processing, escalating, notifying and closing customer calls
• Fully documents all associated resolutions and/or actions taken in the ticketing software system, including but not limited to, description of incident, information on the customer and hardware used, troubleshooting methods performed, and actions taken to final resolution and furthermore communicates resolution/escalation to the customer
• Manages Support Teams Service Desk dockets to ensure customer SLAs are being adhered to. Follows up with internal and external support technicians and analysts for ticket status updates
• Facilitates knowledge sharing by creating Knowledge Base Articles and Wiki entries for Information Management support teams to utilize in resolving reoccurring issues
• Assists Service Desk Analyst II's and III's and second level support analysts in evaluating change management resolutions on new products and technologies for the organization
• Serves as a liaison between Information Management Department and all customers
• Performs other duties and special projects as assigned by the Service Desk Team Leads, Service Desk Supervisor, or Service Desk Manager
• Associate degree in Computer Science or related field preferred
• Knowledge of basic PC skills, familiarity with computer technologies, network environments and activities a plus
• Good typing skills with a minimum of 35 wpm required
• Strong oral and written communication skills - minimum passing grade of 70 on basic grammar test
• Patience, compassion, strong customer service skills
• Time Management skills
• One year Customer Service experience required
• One year Call Center/Help Desk/Service Desk preferred
• Successful completion of all Service Desk Operator competencies required
• Provide remote technical support to all KAR’s employees
• Receive and log all phone calls, emails and web forms within the service desk tracking system and attempt to resolve incidents or requests on first contact when possible prior to escalating to Tier II Support Teams
• Monitor and respond to support calls within required SLA
• Evaluate issues by interpreting end-users problem descriptions to determine resolution or best course of action
• Shift rotation may be required to provide coverage 365/24/7 to support IT related issues
• 2+ years experience in a customer service oriented, IT service desk environment
• Ability to resolve issues over the phone utilizing remote control tools
• Good knowledge and experience in hardware, software, operating systems, networking, remote connectivity and desktop
• Maintain confidentiality of information; communicate effectively with the more difficult customers; strong people management skills
• Good knowledge and experience with Windows, Microsoft Business Products, Internet Usage, and Microsoft Outlook/Exchange (email)
• Associates Degree or higher in an IT related
• Remotely troubleshoots, diagnoses, researches and resolves technical hardware, software, network, and telephonic issues within established Service Level Agreements
• Installs, updates and assist users with issues/problems from a variety of sources including proprietary and MS Office applications, as well as Microsoft Operating Systems 2000, XP, Vista and Windows 7
• Provides end-user support of Blackberry, iPhone and other Smart phones, including activation, BES accounts, and troubleshooting requests
• Creates and maintains user accounts, memberships and rights within Active Directory, PeopleSoft, and proprietary systems
• Accurately tracks and routes problem and request tickets providing thorough documentation of troubleshooting, history, and resolution
• Provides general end user training and documentation
• High School Diploma/GED required
• 2 years experience in Help Desk/Tier 1 support required or equivalent experience
• Solid understanding of basic WAN/LAN topographies and networking
• Judgment, problem-solving, and decision-making skills
• Ability to gain, understand and apply knowledge from technical manuals and SOP’s
• Ability to maintain confidentiality and professional decorum
• Extensive knowledge of Microsoft Office 2003, 2007 and Microsoft O/S XP
• Knowledge of Active Directory, Exchange distribution list creation, and Citrix remote user support
• Linear troubleshooting skills
• Must be able to lift, carry, push, or pull up to 5 pounds 5% or less of the workday
• Must be able stoop, kneel, crouch, or crawl 5% or less of the workday
• Must be able to talk, see, hear, concentrate, think, and reason for most or all of the workday
• Must be able to sit for prolonged periods of time throughout the workday
• Must be able to use a keyboard and do manual tasks for prolonged periods of time throughout the workday
• Two to Five years' experience with supporting on an E-Commerce or Windows based Client/Server systems and/or equivalent experience required
• Strong understanding of LAN, WAN, Internet & Networking functions
• Proven ability to provide significant technical assistance in the use of IT systems, including workstations, POS, and other IT supported equipment and software
• Knowledge of Network protocols, concepts and terminology
• Some knowledge in any of the following: RSA Console, Citrix, Atlas, Oracle, SAP, Office 365, Windows AD, SSH
• Mobile phone configuration and support (Android\Iphone)
• Successful work performance demonstrating an ability to communicate effectively, work well with others, use productive work methods, exercise sound judgment and display initiative and innovation on the job
• Responsible for administrative tasks and improvement to the problem management system
• Conform to Problem Management Policies and Procedures when resolving assigned production support problems
• Provides level one technical support services to end users on a variety of IT issues
• Independently identifies, troubleshoots, documents, and replicates simple to complex customer problems and then resolves or escalates complex problems according to escalation procedures
• Applies existing technical skills and begins to develop advanced skills using tools and equipment appropriate for the position
• Reports enhancement requests and defects received from customers regarding hardware, application or documentation and communicate to appropriate IT personnel
• Participates in the knowledge creation and maintenance process
• Executes system administration duties in Active Directory by changing passwords, manipulating account properties, managing security groups and providing general system stewardship
• Participates in cross functional IT projects varying in complexity and technology
• Participates in the continuous improvement of Service Desk processes, communications and relationships with both customers and the rest of IT
• Performs other job duties as assigned
• Associates degree or equivalent software industry experience
• Minimum 2 year IT experience
• Minimum 2 year experience providing technical support for a service desk
• Strong knowledge of MS Office (2007 – 2013)
• Strong knowledge of MS Windows Operating Systems (Windows XP – Windows 10)
• Familiarity with MS Server Operating Systems (Server 2008 – Server 2012)
• Basic TCP/IP trouble shooting skills
• Familiarity with VPN and wireless technologies such as WEP/LEAP/WiFi (from a client perspective)
• Familiarity with Anti-virus technologies and practices
• Basic knowledge of SCCM package deployment & installation
• Knowledgeable in Active Directory (OU, groups, account properties, domains)
• Knowledgeable in NTFS securities administration
• Knowledgeable of system administration - configure advance system settings, user management and system stewardship
• Basic knowledge of scripting languages and capabilities (PowerShell, VB, SQL)
• Basic knowledge of Exchange mailbox management and administration (including DLs)
• Basic knowledge of industry standard security practices for email, client / server technologies
• Familiarity with printer support (print queues, adding/deleting printers, trouble-shooting)
• Superior Trouble-shooting and Problem-solving skills
• Ability to quickly grasp new technologies, processes and methodologies
• Ability to demonstrate customer empathy, good customer diplomacy skills
• Strong verbal, written, and interpersonal communication skills and excellent listening skills
• Ability to interact with individuals at all organizational levels
• Ability to manage multiple tasks and priorities including good time management skills
• Ability to participate in department projects as needed.*LI-BS1
• Understanding of change control best practices
• Familiarity with SAP
• HDI (HelpDesk Institute)
• Coordinate customer and support issues to ensure timely distribution of knowledge and positive impact on customer satisfaction and productivity
• Research resolve and respond to complex questions in accordance with current standards. Act as the highest level of escalation for customer problems
• Act as a product liaison for major products working with independent software vendors to solve technical issues
• Lead or participate in team projects that enhance the quality or efficiency of support/
• Provides exemplary internal and external customer service surrounding the Company values
• Provides first level troubleshooting, support and resolution for application, hardware and communication problems; logs and answers user inquiries
• Responds to end-user issues via telephone or incident/service request tickets
• Provides technical and operational support for end-users
• Installs, configures and tests desktop hardware and software
• Partners with other departments to implement new programs or provide technical assistance
• Coordinates with IT resources to understand and minimize the impact of potential widespread issues
• Aids with production of process and troubleshooting documentation
• Responsible for user account administration and password changes
• Provides basic network troubleshooting
• Regular attendance during scheduled shifts
• Ability to prepare and analyze data
• Ability to use a PC, keyboard, calculator, fax and other standard office machines
• Ability to sit/stand for extended periods of time
• Ability to exert up to 35–50 pounds of force in order to move objects
• Hands-on experience with the repair and support of various computer or network related technologies required
• Appropriate valid driver’s license and a good driving record
• Microsoft Certified Professional certification for current Windows OS (or acquire within the first 12 months of employment)
• Vendor hardware certification(s) (or acquire within the first 12 months of employment)
• Experience using helpdesk ticketing systems
• Experience with Active Directory user & group administration
• Ability to work independently and with others
• Ability to comply with all Company implemented safety procedures
• Associate’s degree in computer-related field or equivalent experience preferred
• Bi-lingual proficiency preferred in some locations
• Provide IT Service Desk / Tier 1 / Tier 2 support to all local and remote CM offices in the U.S. via phone, email or remote connection
• Provide troubleshooting expertise in PC’s, laptops, printers, Blackberry, mobile computing and associated software
• Manage Service Request Workflows within Service Request Tool
• Follows procedures to coordinate the request to fulfillment
• Coordinates service requests with IT support teams, identifying, tracking and resolving issues
• Provide 1st-line telephone or e-mail support for all IT equipment: hardware, software, in-house or third-party application issues, remote access, and mobile devices
• Perform First Call Resolution for 70% or better of the calls received at Service Desk
• Spend an average of 5 minutes or less on each call received at Service Desk
• Open, monitor and close call tickets, incidents, and service requests within expected service levels
• Open and/or update incident or service requests for each end-user interaction
• Uses different tactics for resolving conflicts/issues prior to escalation; follow approved escalation procedures when appropriate
• Works with peer groups within Global Business Infrastructure to bring complex issues to resolution, escalating to management when required
• Follow procedures for escalations
• IT Troubleshooting experience
• Previous Customer Service experience
• Document all pertinent end user identification information, including name, department, contact information, and
• Record, track, and document the help desk request problem-solving process, including all successful and
• High school diploma or equivalent. At least one year of experience with Microsoft Networks
• A + Certification is a plus
• Knowledge of and skill in using, installing and repairing personal computer hardware, software and networks
• Strong experience with desktop operating systems, including Windows 7, Windows 8, Windows 10 and Mac OS X
• Experience with iPhones, Blackberry, and Android Smartphone devices
• Extensive application support experience with Microsoft Office, IBM Notes, Microsoft Outlook, Internet, and
• Knowledge of desktop virtualization, such as Citrix and VMware View
• Some knowledge of the Cisco IP Phone system
• Good understanding of the organization’s goals and objectives
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Ability to troubleshoot and resolve hardware and software issues as required in a timely manner
• Ability to present ideas in user-friendly language
• Ability to problem solve and analyse customer issues
• Conscientious and self-motivated
• Good time-keeping
• Good knowledge of SIMS software modules would be an advantage
• Troubleshoot and resolve end user hardware and software issues within prescribed Service Level Agreements (SLA’s)
• Configure and deploy laptops, desktops, and desktop virtualization appliances
• Train end-users on use of hardware or software as needed
• Administer and troubleshoot end user desktop virtualization environment and services
• Manage backup and restoration of network resources
• Assist in onsite support for installation, maintenance, and repair of Wide Area and Local Area Network equipment (routers, switches, firewalls)
• Participate in on call rotation in support of global IT operations and services
• Associates Degree or equivalent experience/certification
• CompTIA A Certification
• Minimum of two year IT experience in a technology support role
• Knowledge of ITIL best practices a plus
• Knowledge of Microsoft Systems Administration, including Microsoft Exchange and SharePoint
• Knowledge of Virtual Desktop Infrastructure environments
• ERP system experience a plus
• Experience in telephone system administration a plus
• Lenovo system certification is a plus
• Install, configure, and test laptops/desktops, mobile devices, peripherals, and software
• Experience supporting Windows desktop operating systems required
• Experience supporting Microsoft Office required
• Working knowledge of laptop/desktop/peripheral hardware
• Willingness and ability to take calls after hours and on weekends required
• Excellent written and verbal communication skills with a focus on providing clear, concise and professional documentation for areas of assigned responsibility required
• A relevant Microsoft or CompTIA certification is preferred
• Working knowledge of Active Directory preferred
• Working knowledge of OS image creation and deployment concepts and best practices preferred
• Working knowledge of networks and network cabling preferred
• Working knowledge of automated software deployment mechanisms preferred
• 3+ years of experience with IT Service Desk in Mobile Device Management
• Exceptional phone etiquette
• Familiarity with Maas360
• Past IT Service Desk experience
• Provide phone and web generated tickets for a large manufacturing company
• Attempt to resolve customer computer issues utilizing your customer service and technical skills or route the issue to the appropriate team
• Able to diagnose hardware, software, printing, and network issues for a Windows environment
• Provide great service to the customers. Be courteous and professional on the phones
• Able to communicate technical information to customers using everyday terms they will understand. Avoid the use of technical terms and jargon whenever possible
• Produce quality tickets documentation. This includes making timely updates, correct routing, and detailed documentation of the issue and the steps taken to assist the customer
• Proactive in assisting the Service Desk achieve their Service Levels. This includes being available to take
• Incoming calls
• Pulling tickets from the queue to be worked
• Address customer “walk-up” issues as needed
• Work with Service Desk team members with maintaining Knowledge Base. Report whenever updates are needed to ensure the content of the documentation is current, relevant, and accurate
• Be current on the latest developments in desktop technology
• Plus any additional tasks as assigned
• Service Desk Experience: 2-3 years’ experience in a technical help desk environment supporting a large corporate customer base
• Prior Desktop Support experience preferred
• Customer Service Experience: Must be able to demonstrate how to provide excellent customer service
• Technical background: A successful candidate must be able to demonstrate their technical skills in providing support for the following: Wintel technology; Networks; Internet; Manufacturing; Mobile Devices; Active Directory; iSupport; Heat; Wireless Access; Windows7; Microsoft Office; and Microsoft Exchange
• Excellent Communication Skills (Verbal and Written)
• Be a team player in a collaborative environment
• Self-Motivated and requires minimal Supervision
• HDI or related professional certifications are a plus
• Bilingual (English/ Spanish) a plus
• Associate’s degree in computer science or equivalent preferred
• One to three years IT Service Desk or similar experience and one to three years Customer Service or similar experience
• Must be able to follow established guidelines to accomplish tasks and solve routine problems, referring non-routine matters to management
• Knowledge base focused on job duties and the skills required completing duties, with basic knowledge of the organization in order to answer questions and a basic level of technical skills
• Knowledge of specialized or technical terminology related to assigned product lines
• Is proficient in troubleshooting computers and related office system tools
• Has strong organizational and interpersonal skills
• Has good written skills to provide details of issues in the incident form
• Has to have Comptia A+ certification
• Experience working with virtualization- ex: VMware
• Troubleshoot incoming Incidents from end users via phone and tickets created via a Self Service portal
• Troubleshoot and document incident details in an advanced Service Management ticketing tool
• Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment
• Positive, upbeat demeanor
• Creative thinker with desire to communicate and contribute
• IT experience in a corporate environment (1+ years)
• The self-prioritization and timely resolution of incidents to support our employee’s technology needs
• The design, development, documentation, analysis, creation, testing, and modification of computer systems, based on and related to customer or system design specifications
• Provide phone and remote troubleshooting support to over a thousand users in our US and international offices
• Train customers on best practices for technology usage
• Ability to self-manage time, priorities, and daily work load
• Experience working at an enterprise I.T. environment
• Experience in supporting audio and videoconferences
• Knowledge and experience of ITIL processes
• Providing 1st line support for CS employees
• Fluent written / spoken English and one from below languages on B1/B2 level: French / German / Italian / Spanish
• Previous experience in working directly with the customers
• Previous IT experience
• Shift working pattern (two shifts covering 8am-9pm Monday-Friday) and weekends
• Proven experience in a Help Desk/Service Desk or Customer Service role
• Fluency in English (both spoken and written) is a must
• Canadian French language fluency; both verbal and written
• Strong customer service mindset
• Must possess a positive "Can-Do" attitude
• Highly developed oral and written communication skills
• Good analytical skills, sound judgment
• Ability to listen effectively
• Ability to work effectively with end users, peers and management
• Good organizational and time management skills
• Strong self-sufficient style of work practice
• Ability to negotiate service level priorities on behalf of customer with IT peer groups
• Polished appearance
• Provide 1st level front-line support (phone & e-mail) of Firm associated hardware and software
• Track all incidents and service requests in Service Desk ITSM system
• Adhere to all Firm defined operation level agreements, procedures and policies
• Triage incidents and service requests via phone, e-mail, communicator, ServiceNow
• Troubleshoot end user incidents and where possible resolve upon first contact
• Accurately record and document all details of the incident or service request, including categorization and priority into ServiceNow
• Support the EMEA region with various aspects of the role supporting the company globally
• When incidents are raised the job holder will need to quickly determine the severity of the issue with regard to business impact and technical complexity
• This role encompasses all areas of technology used within the desktop environment including Microsoft, Apple, and a range of bespoke applications supporting both the trading desk and general IT infrastructure
• Day to day tasks will involve various aspects of UK, EMEA, and Global support including AD management, workstation application testing, deployment and maintenance, print management, patching, rollouts, trade floor support, video, video conferencing, as well as the servers and software that support these functions where required
• The successful candidate will be able to demonstrate technical proficiency and depth of experience across desktop related technology such as: Active Directory, TCP/IP, McAfee E-Policy Orchestrator, Mobile Device Management, Microsoft SCCM, as well as an in depth knowledge of the Microsoft operating system family
• Build relationships with the escalation teams to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded
• Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organisation
• Initiate ideas to drive service improvements and efficiencies within the team
• The successful candidate will be expected to fully understand how IG’s core dealing systems work and how the backend processes work. This will include understanding how to undertake the daily reconciliation processes
• Hands on approach
• Eager to learn and quick to learn
• Windows 10 desktop infrastructure within a large financial (or similar) organisation
• Application deployment and maintenance, including testing and documentation
• Practical understanding of computer hardware and software
• Experience working with Call logging systems e.g. ServiceNow
• Experience of Java in a desktop environment
• Supporting a mobile workforce within a secure enterprise environment
• Experience of general administration of Exchange 2007/2013 & Blackberry Enterprise Server
• Experience of supporting directors and senior management
• Microsoft System Centre Configuration Manager (SCCM) or similar enterprise software delivery & management application
• Familiar with market data platforms like Reuters and Bloomberg
• Endpoint protection products e.g. Lumension
• Experience with Video Conference solutions e.g. Polycom and presentation systems
• Windows 8/8.1
• Mobile Device support
• RSA Administration and VPN support
• A strong interest in computers and technology outside of work
• MCP or Network Plus
• ITIL processes and terminology consistent with having attended an ITIL Foundation level course
• Interest in financial products
• Dealing with incoming faults over the phone and via email
• Logging incidents and faults on our service software and prioritising them in line with project procedures
• Liaising with customers/engineers and providing regular updates
• Maintaining ownership of faults until resolution, ensuring all faults are progressed and cleared within SLA (escalating to 2nd/3rd line support where appropriate)
• Diagnosing and resolving issues at first point of contact
• Performing system admin duties and proactive system checks
• Undertaking training in Costain’s technology products
• Various administrative tasks including collating reports, managing users and passwords, etc.
• 1 - The service desk analyst's primary responsibility is to answer calls, open tickets, and provide level 1 and 2 support to internal staff
• 2 - Prepare supporting documentation (procedures)
• 3 - Participate in projects that support the strategy of our clients
• 1 - Experience in Customer Service (2 years)
• 2 - Experience as a Service Desk Analyst or Field Service (2 years)
• 1 - Superior Course or Technician in Information Technology
• 2 - Advanced knowledge in MS Office and MS Windows 7
• 3 - Knowledge in Lan Networks
• 4 - Knowledge in hardware maintenance (Desktops and Notebooks)
• 1 - Experience with VIP User Support
• 2 - ITIL or Microsoft Certification
• 3 - Experience in deployment projects
• 4 - Intermediate Knowledge in Lotus Notes
• Wireless LAN
• Prioritizes incoming requests received via ticketing system, continually communicating and collaborating with peers
• Plans and paces work efficiency in order to meet daily, weekly, project, or team related productivity goals
• Continuously develops knowledge base information and improves processes; maintains and updates procedures and system documentation
• Good communication skills (knowing how to translate or put into words technical terms and explaining these to non-technical people
• Right blend of technical ability and customer service
• 6 months to 1 year Active Directory administration experience
• 6 months to 1 year of using remote desktop tool (teamviewer, remote desktop connection etc.)
• 6 months to 1 year logging tickets and identifying priorities/severities
• Experience in Service Desk or Helpdesk Environment in a Financial institution
• Provide remote technical support via phone, chat or through the Incident Management System
• Triage and work incoming Service Desk calls, chats, tickets
• Own customer incidents and requests to resolution
• Support Microsoft, Apple, business, and third party applications
• Create documentation for the Support Service Help Center, both internal and external facing
• Maintain accurate and up to date notes in all tickets
• Review open tickets daily, promptly following up
• Ensure that initial response, ongoing communication and resolution times are within SLAs
• Install, maintain and support IT gear
• Support Windows operating systems of various versions including Windows 7, 8, and 10
• Coordinate and support all desktop add/moves in the contact center
• Support of Contact Center Technology
• Associate’s Degree in Computer Information Systems, Information Technology, related field OR equivalent experience
• 6 months Help Desk support experience
• 6 months working knowledge of Active Directory
• General knowledge/understanding of computer hardware, servers, basic networking
• Exceptional customer service skills
• 5+ years demonstrated success working as part of an IT Service Desk teams across multiple locations.
• Experience working as part of a global IT Service Desk team in Europe, Asia and Americas
• Experienced with Service Level Attainment, and producing Service Desk and Call metrics to achieve Service Level Objectives
• 5+ years demonstrated experience supporting and fostering customer relationships and support escalation
• Strong problem solving skills and hands-on experience in supporting all aspects of end user platforms including Windows, Mac OSx, IOS, Android platforms, MS Collaboration platforms including MS Exchange, Office, SharePoint, and Lync
• Strong team player, partnering with IT peers, customers, management and individual contributors
• Experience in IT service management best practices, including a track record of using ITIL models of service and service desk including but not limited to applications; desktop, mobile, server technologies, voice, VoIP, IVR, CTI and data networking
• 5+ years’ experience with managing IT tools including Antivirus platforms, spam and malware remediation, Endpoint imaging and patching using MS SCCM
• Familiarity with working with configuring and administering one or more incident, problem, change, service request platforms, developing SLA’s, a product and service catalog, a configuration Management Data Base (CMDB) and workflow automation.Familiarity with working with configuring and administering one or more incident, problem, change, service request platforms, developing SLA’s, a product and service catalog, a configuration Management Data Base (CMDB) and workflow automation
• Excellent presentation/communication skills
• Exceptional problem solving skills
• Serve as a single point of contact for tickets, phone calls, emails, etc., from customers regarding IT issues, requests, and queries
• Perform core competencies of triage, assignment, request fulfillment, and issue remediation
• Provide documented status updates following established process on behalf of customers
• Provide Level 1 and 2 and SME support; troubleshoot IT-related problems from in-house software to hardware like laptops, peripherals, etc
• Escalate unresolved calls to the next level support team following established protocols
• Maintain high degree of customer service for all support queries and adhere to all service management principles
• Maintain the knowledge base lifecycle (create, modify, and retire) following established process
• Respond to emergency situations as assigned
• Perform other related duties as required or assigned by your supervisor
• Ability to fulfill the role of a customer advocate
• Ability to adapt to a fast-paced support environment with shifting priorities
• Willingness and ability to work in a highly collaborative team and support organization
• Provision access for the Clinical Information System Application (SCM)
• Work on SCM related projects as needed
• Knowledge of MS Active Directory Respond to requests for SCM assistance in person, via phone, electronically
• Prepare activity reports
• Development/Update documentation as needed
• Related experience and training
• Resolve incidents within prescribed time limits, if possible; otherwise, escalate to appropriate Level 2 groups
• Triaging the tickets to different support groups based on category of the ticket
• Following up on tickets and tracking them to closure
• Providing sufficient and accurate information to users on the ticket status
• Creation and maintenance of e2v’s IT work instructions and customer guidance notes
• Perform on-going pro-active administrative IT tasks, with high levels of integrity, including data maintenance tasks for non-active user accounts, inactive remote access tokens, etc
• Demonstrable experience within an IT Customer Service environment
• Strong troubleshooting skills for End User Computing devices (Desktop PCs, Laptops, printers) and associated Operating Systems
• Awareness of ITIL best practices
• Troubleshooting skills for conferencing technologies (including Audio, Web and Video Conferencing)
• Effective time management and prioritisation skills
• Strong customer facing and communication skills, able to effectively interact with technical and non-technical customers
• Enthusiastic, with a customer service mind-set
• Demonstrates high levels of integrity and quality of service at all times
• Demonstrable experience of End User Computing support in a commercial environment
• Understanding of networking (i.e. Local Area Networks and Wide Area Networks), connectivity methods (e.g. wireless LANs, VPNs) and protocols (e.g. TCP/IP)
• Strong Active Directory/Exchange administration skills
• Experience of providing small groups of people face to face guidance/training
• Capable of gaining full security clearance to enter secure areas of the business is essential
• Operating on a rotating shift pattern of early, middle and late shifts between the hours of 7.30am and 6pm
• Provide a first, and single, point of contact for all supported services
• Respond to phone calls, emails and online chat
• Ensure that all cases owned are resolved in accordance to the agreed Service Level Agreement (SLA)
• Perform diagnostics, using appropriate support tools and resolution for all issues where appropriate
• To escalate and liaise with 3rd party support services as applicable
• Proactively manage Customers expectations through either resolution of or updating on progress of their outstanding incidents/requests
• Track and monitor calls that are with third parties, to liaise with third parties for a resolution and escalate when resolution is not moving forward within the appropriate timescales
• Ideally worked in a customer facing support role and has experience of call handling, logging support requests, and dealing with stakeholders at all levels of an organisation
• A willingness to learn and develop, be flexible in all aspects of the role, and enjoy working as part of a team
• An interest in IT
• ITIL qualification (desirable)
• Build excellent working relationships with stores, RSMs, DCs, CSO and suppliers
• Obey all Company health and safety regulations
• Support Role
• Major Incident Management / Support Role
• Owning and leading the major incidents throughout their lifecycle as per the major incident process
• Weekly reporting of all major incidents
• Ensuring completion of and tracking, archiving all post incident reports
• Quality Assurance/Training/Coaching
• Hold quality meetings with Tier I and II Analysts weekly to review tickets and calls. Ensure that call quality and customer service is being met by listening to the calls with the analysts and then providing feedback on areas of improvement, etc
• Training of new services or applications, knowledge base articles and ongoing applications
• Coaching when necessary on technical items or applications currently supported by the SD
• Knowledge Management – Assist with
• Creating and Maintaining knowledge management articles
• Communication of new knowledge base articles
• Submittal and Approval of new knowledge articles
• Training of new Knowledge SOPs or Articles
• Technical Role
• Advanced software / local area network technical support including but not limited to
• Active Directory and Office 365 user administration; OnBase Account Functions; OPS Tools Request
• Telogis telematics support and General Remote Access account issues
• Own escalations for hardware and applicable software when Tier I and Tier II through to resolution
• Assist partners on troubleshooting technical problems
• Work with other IT functions and/or technicians to resolve or properly close loop process
• Manage a team and individual case queue
• End User Computing responsibilities (imaging, configuration, installations, lifecycle management etc)
• Oldcastle Materials image management for North America
• Testing of new operating systems
• Maintenance of recommended and compatibility list hardware, software for end users
• Asset Management; System Maintenance; Software and License procurement and distribution
• Associates degree in Information Technology or equivalent, or 4+ years of experience in similar IT support role
• 5+ years of experience handling customer technical support calls preferred
• Knowledge of Windows 7 and 10, Office 2010/2013/2016 Suite, Mobile devices, VPN - required
• Experience with IOS and Android OS required TCP/IP knowledge
• Experience with support / troubleshooting networking equipment such as router configuration, firewalls, etc
• Experience with managing standard gold images for operating systems a plus
• Experience with using CLI commands and system logs for troubleshooting issues preferred
• Knowledge of how WLAN (802.11) security systems and protocols work
• Experience with deploying WLAN (802.11) infrastructure equipment.A+ preferred
• A+ and Network+ preferred
• ITIL Foundations and HDI certification a plus
• The position may require work outside of normal business and/or support an on-call schedule
• Strong interpersonal skills are important so the function can effectively work with internal technical groups and our end users
• Ability to effectively explain complicated technical information to people with less technical knowledge
• Excellent analytical skills and ability troubleshoot and solve problems independently by effectively leverage appropriate tools
• Demonstrate strong interpersonal skills to effectively provide customer service
• Ability to work individually and in a team environment
• Ability to multi-task and provide quality troubleshooting and service quickly
• Ability to effectively communicate with people with a wide range of skills, experience, cultures and capabilities
• Work on tickets in your personal queue
• Assist others on the team by working tickets from the global queue where possible or when needed
• Follow up and post an update on any tickets that have not been updated in the last 24 hours
• Complete Conference Room Checks (including Wallboards) and follow up on any issues or hardware faults
• Provide direct support for any walk ups and users throughout the London office
• Handle on-boarding and setup of all new equipment and desks for all staff joining the company
• Manage stock levels and inventory for all IT stock throughout the office
• Ensure new machines and built and configured ready to be issued to new starters/ upgrades for existing staff
• Ensure all IT areas and storage are organised and presentable at all times
• Report/escalate any issues from the office to be raised on the CorpIT daily call
• Complete assigned Quarterly projects
• Assist with on-going projects for the ServiceDesk and other teams
• Come up with new projects for the following quarter
• 1 year work experience in ServiceDesk or IT Support Role
• Troubleshooting both Windows and Mac operating systems and hardware
• Understanding of Windows and OS X based software, especially Microsoft Office, Remote Desktop Clients and built-in utilities (Terminal, Activity Monitor, System Preferences, Console, Disk Utility)
• Experience with remote support and remote control tools
• Basic knowledge of networking and TCP/IP/DHCP
• Experience in managing Windows and OS X within an Active Directory environment
• Experience using a helpdesk/ ticketing system
• Basic understanding of WDS, GPOs, and OS X preference management
• Be able to communicate over the phone with multi-national colleagues and take an active part in team meetings
• Passionate about IT and technology
• Good communication skills and confidence to bond with the existing team and staff throughout the office
• Patience/methodical and logical approach to problem solving
• Being able to work independently as well as part of a team
• Ability to work with other more technical teams throughout the company
• Qualification in the field of Information Technology and/or substantial previous work experience
• Experience of desktop operating systems, including Microsoft Windows 7/XP
• Excellent interpersonal skills, with a focus on rapport-building, listening and questioning skills
• Must have Service Desk/Help Desk experience
• Active Directory and Microsoft exchange experience required
• The ability to effectively communicate with all levels of technology users and leadership
• Must currently possess the CompTia Security+ce (must be current) certification in order to be considered for this position
• Proficient in supporting MS Operating Systems and MS Office 365 suite
• Basic understanding of Mobile Device Management technologies such as Meraki MDM or AirWatch
• Ability to work in a fast-paced team environment
• A basic understanding of networking concepts
• Manage individual work queues
• Ensure all tickets are logged and tracked in the service management platform, service now
• Ensure the correct priority is given to incidents
• Co-ordinate change management
• Create and share knowledge documents
• Fulfill order requests
• Participate in the change process and if required change board
• Participate in ad hoc project work
• Ensure all P1 incidents follow incident management process
• Ensure the service catalogue is kept up to date
• Participate in team meetings
• Participate in regular 1:1 meetings with Team Leader
• Be responsible for personal development including keeping up to date with all training material provided and ensuring training is reflected in the skills matrix
• Ensure processes are executed to the set targets and SLA’s
• Ensure the CMDB is updated with all additions, moves and changes
• Demonstrable experience in an IT analyst role, ideally within a Contact Centre environment
• Worked in a variety of team structures and environments
• PC / Windows
• Printers & Scanners
• Audio Visual (AV)
• Expert in dealing with customers via phone, web and email dialogue and strive to exceed expectations
• IT Certification
• Google admin experience advantageous
• 1+ year(s) in IT Support
• A sound IT technical knowledge built by experience of technical IT support role(s)
• Some knowledge of the latest and emerging technologies (Windows 7, Cloud, Linux, Android etc.)
• Excellent technical skills and the ability to interface with users at all levels
• Strong communication skills, professional appearance and customer service skills required
• Experience in a healthcare / hospital environment a plus
• Must have solid working knowledge of the Microsoft Windows operating system, Microsoft Office, and the ability to troubleshoot issues
• Must be very customer service oriented
• Must possess strong communication skills, with clarity, conciseness, and confidence to speak with varying degrees of end users
• Must be timely and willing to work within a growing team atmosphere
• Must have strong PC troubleshooting and analytical skills to work with customers to solve issues upon first call
• Must be flexible in work hours, which will normally be between 7:00 am and 7:00 pm, but may be required to work off-hour shifts
• Knowledge of the following systems is a plus
• Ability to follow instructions and respond to managements’ directions accurately
• Proven skills in advanced computer troubleshooting, analysis, critical thinking and problem solving skills
• Demonstrated skills in accuracy and thoroughness paying close attention to detail. Looks for ways to improve and promote quality and monitors own work to ensure quality is met
• Ability to learn multiple programs and systems
• Demonstrated effective communication skills by conveying necessary information accurately, listening effectively and asking questions where clarification is needed
• Ability to prioritize work activities and use time efficiently
• Proven commitment to maintaining medical confidentiality
• Demonstrated team behavior and willingness to promote a team-oriented environment
• Ability to maintain focus and concentrate in close quarters with normal distractions and without distracting others
• Ability to manage change, delays, or unexpected events and work in an environment with constant change
• Demonstrated reliability by arriving to work on time and by abiding by the attendance policy and occasionally work past the end of the work shift as needed
• Willingness to be on call for after-hours coverage as listed on a rotation schedule or as needed
• Ability to abide by all the company policies and guidelines
• Supporting approx 3000 users across 3 main sites in London and smaller sites across EMEA
• To log calls on the Service Now service management system
• Regular updates maintained on own cases
• Notifying users of all progress and status
• Following IT Security Guidelines
• Ensure that there is a good flow of information between our clients and the support team & between the 2nd & 3rd line skill teams (Desktop support, Mail, operations & engineering team, …)
• Experience in a customer service role
• Experience in a 1st/2nd line support role
• Associates degree in computer related field or requisite experience required, advanced schooling, including certifications, preferred
• Minimum of two years of related experience required, preferably in the financial services, health care or other highly regulated industry
• Ability to write business correspondence and procedures
• Ability to effectively present information and respond to questions from single users or groups of users
• Experience with Microsoft Networking environment, Windows Server, AD, Exchange
• Experience with Microsoft Windows 7 and Office 2010 Suite
• Well versed in Microsoft desktop solutions, including, but not limited to: Excel, MS Word, MS Access and PowerPoint
• Analytical problem solver

Related Job Titles

Service Desk Analyst Resume Samples

A Service Desk Analyst is an IT professional who supports in resolving issues pertaining to software and hardware. The common job description includes tasks like – responding to users inquires, assessing problems and issues, helping users with their problems, and working closely with the IT department to provide assistance. The Service Desk Analyst Resume also mentions the following duties – handling incoming queries, resolving issues , managing the flow of support requests, determining the scope of support requests, resolving IT support requests , escalating advanced cases, maintaining a record of each service, performing system testing and updates; and maintaining IT documentation .

To provide such technical support to the organization, the company will look forward to such skills as – excellent technical and computer skills, knowledge of installation, peripherals, and software; ability to understand the history of hardware and software issues; and time-management skills. Job applicants interested in this field tend to have an education in computer-related fields.

• Resume Samples
• Service Desk Analyst

Service Desk Analyst Resume

Objective : To secure a position that will allow me to utilize my skills and experience to benefit a growing company.

Skills : Microsoft Office.

Description :

• Incident Manager for multiple customer accounts.
• Evaluate service desk analyst issues and assign corrective actions.
• Working with 2nd level to resolve high priority issues in a timely manner for client.
• Answered a constant flow of customer calls with up to 50 calls in queue per minute.
• Gathered and verified all required customer information for tracking purposes.
• Accurately documented, researched and resolved customer service issues.
• Acted professionally and patiently when addressing negative customer feedback.

IT Service Desk Analyst Resume

Objective : Service-oriented, hands-on Technical Support with excellent communication and leadership skills. Strong track record of responsive and respectful service, cost-conscious service-level maintenance, and empowering IT team leadership. Proven ability to understand an organization's critical support requirements, identify deficiencies and opportunities, and develop innovative solutions for increasing IT reliability.

Skills : Management, Networking, Technical Support, Telecommunications.

• Responsible for prompt resolutions of all incidents brought to the attention of the Service Desk that notifies senior management of non-routine problems or issues.
• Develop service level objective and supervise the team to ensure objectives are achieved or exceeded.
• Develop company standards for workstations and computer peripherals.
• Monitor service calls to make certain proper procedures and policies are followed, ensuring that quality support is provided and customer satisfaction is achieved.
• Provide support for windows clients as needed with regards to VPN, network connectivity, hardware/software issues, etc.
• Lead and support in-house software rollouts and enterprise desktop applications and hardware refreshes and similar projects.
• Supervise team and provide leadership, training, mentoring, coaching, and direction.
• Enter and report technical problems, causes and solutions within our Service Desk Plus ticket management tool.

Service Desk Analyst I Resume

Headline : Service Desk Analyst position in a reputed firm. Ability to analyze and resolve support requests, from the end users. Ability to troubleshoot from different perspectives.

Skills : Microsoft Office, Windows XP, Vista, 7,10.

• Assist employees with changes to Administrator Accounts, Passwords and Domain Privileges in Active Directory as required.
• Experience supporting Windows 7, Citrix and installing and configuring desktop, laptops and Printers.
• Provided phone support and support through email to correctly identify, escalate, resolve or quantify and document the results for support issues.
• Perform or escalate internal and remote customer support issues for the network, desktops, applications, telephones, faxes, videoconference equipment, and mobile devices.
• Provides support for remote users (VPN and other connectivity issues).
• Create Knowledgebase articles and utilizes resources such as websites and help desk tools to locate solutions to known problems.
• Experience with Exchange Server administration and SAP modules.

Sr. Service Desk Analyst Resume

Summary : Monitor various networks for availability and connectivity, respond to alarms following established procedures and provide emergency operations support, including making severe weather announcements.

Skills : Microsoft Windows.

• Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
• Uses the appropriate CTI categories for logging incidents and requests.
• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
• Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
• Analyzes and resolves incidents and requests regarding use of application software or hardware.
• Logs and tracks incidents and requests from identification through resolution.
• Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
• Documents resolutions and updates self-help and staff knowledge bases.

Service Desk Analyst II Resume

Objective : A dedicated and proactive IT professional who fosters a positive team environment. Goal-oriented self-starter who is motivated to succeed. Ability to multi-task and juggle competing priorities utilizing critical problem-solving skills, and ability to work both independently and as part of a team. Excellent communication skills. Resilient and results-oriented, geared toward efficiency,.

Skills : Citrix, Active Directory, Remedy, Linux, Windows 7, Vmware.

• Directly working with and assisting high profile and essential domestic and international personnel.
• Handling, transferring, and securing of Classified and Sensitive documentation.
• Recommend and ensure compliance with policies, procedures, and standards.
• Work collectively with various technical action groups with account creation, termination, transferal, and restoration.
• Walk users through installing local and network hardware devices such as printers on workstations.
• Perform remote desktop operations to assess software configuration malfunctions and overall system operation.
• Assist with troubleshooting Microsoft applications which include restoring personal files, configuration MS Office Suite, and restoring connection of Outlook application.
• Utilize Remedy ticketing system to track/route problems or requests and document solutions.

Service Desk Analyst III Resume

Summary : Over 15 years in customer service, sales, hospitality, IT support and supervisory/management. Excellent communication skills both written and verbal. Familiar with all computer technology including Apple iOS, OSX software.

Skills : Applied experience developing/implementing java & web.

• Provide support to global workforce via telephone, email or instant message.
• Troubleshoot and resolve hardware, software, application, network, user access, or related issues.
• Create Tickets and document all activities in helpdesk ticketing systems engineering, and/or identify and correct core problem.
• Address client questions using available information resources.
• Comply with Corporate IT Service Management and Service Desk policies, procedures and directives.
• Working knowledge and hands-on support of Windows 2003, Windows XP and Windows 7 in an Active Directory environment.
• Experience supporting smart phones including IPhone, and Android models.
• Provide evening and weekend support (off- hours support), as assigned, on a rotating basis.

Jr. Service Desk Analyst Resume

Objective : Seek an entry level position within the IT field. As well as inquire recognition within a company to utilize my skills and to acquire knowledge and growth to make a contribution to a company.

Skills : Experienced CSR, Good Oral/Written Communication.

• Receive incoming calls from clients such as, Detroit Medical Center (DMC), Barnabas Health, and Dignity Health.
• Provide first level support; document each call verifying customer information and including all troubleshooting steps.
• Research, resolve, and respond to questions received via telephone calls, emails, and callbacks in a timely manner, escalate problems to appropriate individual.
• Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction.
• Acquire and maintain current knowledge of relevant product offerings, mentor other team members and provide enhanced quality support methods when applicable.
• Coordinate and participate in team/service desk special projects; may develop, define, and communicate user and technical policies for products supported.
• Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers.
• Mentor, coach and provide and feedback/assistance to other service desk staff on an as needed basis.

Lead Service Desk Analyst Resume

Objective : To be a major contributor to your company where I can utilize and continually improve my communication, technical/customer support, administration and troubleshooting abilities.

Skills : Microsoft Office, Windows, Jabber, Citrix.

• Responsible for providing technical support for all employees and business partners.
• Provide remote support for all proprietary internal and external applications.
• Provide support for all issues pertaining to Windows, Microsoft Office, Java among many other applications.
• Responsible for escalating all hardware related issues to the appropriate vendor.
• Responsible for managing all helpdesk tickets, emails and voicemails.
• Responsible for handling and routing all escalated issues.
• Responsible for assisting other agents as needed.

Service Desk Analyst/Network Engineer Resume

Objective : Customer focused for the last 15 years of work history. That experience has helped me develop relationships with people and businesses alike. I am actively seeking to become part of a Human Resources team to enhance my skills to enhance the team.

Skills : Ms Office Suite.

• Utilized Remedy software to log trouble tickets for approximately 40 - 65 service calls per day.
• Credited amongst top performers within service department.
• Receive regular recognition for providing exceptional customer service, including no less than 11 emails from customers complimenting customer service skills.
• Leverage all service desk resources in order to resolve incidents beyond the scope of general troubleshooting.
• Maintain strong and positive customer relationships through problem understanding, prompt communication and timely resolution or escalation of issues.
• Use analytical software to log and track incidents until a resolution has been met.
• Preserve all service operations and corrective actions taken through the use of detailed technical documentation.

Service Desk Analyst/Specialist Resume

Summary : IT contracting field, and provided with opportunities to learn a wide variety of skills, from software and hardware diagnosis and repair to system administration. Looking for a position with IT industry and find challenges which allow me to expand my skill set.

Skills : Proficiency in customer relationship management (CRM) and task management software.

• Serve as initial point of contact for Kaiser Permanente Physician, Clinical, and Business Clients.
• Provide application support and instructions that restore functionality.
• Access and identify issues that impact patient care, system, and business continuity.
• Gather information in a strategic manner to acquire most relevant details.
• Document and frame the client's concerns by providing pertinent information necessary to assist and resolve problems.
• Coordinate with internal, external, and third party clients.
• Demonstrate the ability to remain professional and calm during stressful situations.
• Follow appropriate processes and procedures to secure patient information, confidentiality, and safety.

Service Desk Analyst Head Resume

Objective : Provided IT support and customer service to SAIC's government contracts. Prior to working for SAIC, spent 1 year performing system administration duties for a medical office. I specialize in education, training, outage management, escalations, and problem solving with extensive experince with Active Directory, VPN, Novell, Mainframe, Remedy, Anti-Virus, Windows, and web support.

Skills : Outlook, VPN, VPN, Documentation.

• Provided exemplary support to the contract's customer by troubleshooting various technical issues.
• Created and resolved or assigned tickets in Remedy.
• Part of the QA team, Encryption Support, and TECS Tier II Support.
• Worked with Trainer to redesign the new hire training program.
• Include: Provided excellent customer service support resulting in high survey scores, positive survey comments, and approbations emailed directly to management.
• Accepted additional responsibilities including Outage Management and the CIO Management Report.
• Suggested Knowledge base updates to ensure information is current.
• Suggested moral boosting ideas with management.

Summary : To obtain a position that utilizes my technical skills & furthers my career in a Desktop Support, System Administration, Help Desk, Computer Support Specialist or any other Technical Support type role.

Skills : Microsoft Windows 7, Microsoft Office 2010, Network Troubleshooting, Lotus Notes, Active Directory.

• Handled troubleshooting and system support for 1000+ end-users of the Secure Access Management Services system, including hardware, applications, installations and configurations.
• Performed extensive research to analyze, validate and verify identification requests.
• Managed daily escalations and closure of work tickets.
• Monitored system functionality for identifying, researching and resolving routine technical issues.
• Reported complex system issues to senior management to expedite resolution as required.
• Made recommendations on system and procedural improvements.
• Served as point of contact for end users to report problems and assist to raise service requests.

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Service Desk Analyst Resume Examples

As a service desk analyst, writing a resume is a key component of the job search process. It is important to tailor your resume to fit the job description and create an effective summary of your work experience and qualifications. This guide will provide you with tips on how to write an impressive service desk analyst resume as well as provide example resume templates to help guide you through the process. By following this guide, you can create a resume that will set you apart from other applicants and get you closer to landing your dream job.

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Service Desk Analyst

123 Main Street | Anytown, USA 99999 | Phone: (123) 456-7890 | Email: [email protected]

I am an experienced Service Desk Analyst, adept at providing comprehensive technical support services to customers. I have 5+ years of experience in a fast- paced working environment, offering technical and customer service assistance to end- users. My background includes all aspects of IT support, troubleshooting, and problem- solving. I am highly organized and self- motivated, and I am confident in my ability to manage all types of customer inquiries and provide timely resolutions.

Core Skills :

• Troubleshooting
• Network Security
• System Administration
• Technical Writing
• Customer Service

Professional Experience :

• Provide comprehensive technical support services to customers
• Troubleshoot and resolve hardware and software issues
• Monitor network security
• Administer operating systems
• Develop training materials and documentations
• Handled incoming customer inquiries via phone, email, chat, and in- person
• Assisted customers in troubleshooting and resolving software and hardware issues
• Investigated and identified root causes of issues and provided solutions

Education :

• Bachelor of Science in Information Technology, University of Anytown, 2009- 2012

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Service Desk Analyst Resume with No Experience

Recent college graduate looking to apply my knowledge of customer service and technical support to a role as a Service Desk Analyst. I have a strong background in problem- solving and customer care, and I look forward to becoming a valuable member of the team.

• Excellent customer service
• Highly organized
• Active Listening
• Ability to troubleshoot quickly
• Knowledgeable in basic IT principles
• Familiarity with current software and systems
• Excellent communication skills

Responsibilities

• Provide customer service for customers via telephone, email, and chat
• Troubleshoot system issues and provide technical support
• Track customer inquiries and record them in the help desk system
• Resolve customer issues or redirect requests to appropriate personnel
• Monitor customer satisfaction and take steps to ensure customer satisfaction
• Handle customer complaints and document them for further review

Experience 0 Years

Level Junior

Education Bachelor’s

Service Desk Analyst Resume with 2 Years of Experience

Highly motivated Service Desk analyst with 2 years of experience in providing support services and problem resolution to customers. Possess excellent problem solving, communication and customer service skills coupled with the ability to stay organized under pressure. Possess a strong technical aptitude and the ability to quickly learn and apply new technologies.

• Windows OS support
• Software installation and troubleshooting
• Networking and hardware support
• Active Directory and Office 365
• Strong problem solving skills
• Prioritization and time management
• Technical aptitude

Responsibilities :

• Perform first level troubleshooting for hardware and software related incidents
• Diagnose and resolve technical problems in a timely manner
• Install, configure and maintain applications, software, and equipment
• Provide support for end users via phone, email and remote access
• Monitor and document service desk performance metrics
• Perform daily system checks and maintenance
• Update knowledge base and technical documentation as needed

Experience 2+ Years

Service Desk Analyst Resume with 5 Years of Experience

Experienced Service Desk Analyst with over five years of experience in providing technical assistance to customers over the phone, by email, chat and in person. Adept in troubleshooting hardware, software and network problems, as well as providing customer support and technical advice. Skilled in actively listening to customers and accurately diagnosing and solving issues through effective problem solving skills.

Core Skills

• Excellent Problem Solving Skills
• Hardware, software and Network troubleshooting
• Excellent Customer Service
• Strong Written and Verbal Communication
• Technical Support
• Provided technical support over the phone, by email, chat and in person
• Assisted customers with hardware and software issues
• Diagnosed and troubleshoot various issues
• Provided step by step instructions to customers for troubleshooting
• Assisted with installations and configurations of hardware and software
• Resolved customer complaints promptly and professionally
• Performed systems and network maintenance
• Documented all customer cases and solutions implemented

Experience 5+ Years

Level Senior

Service Desk Analyst Resume with 7 Years of Experience

Experienced Service Desk Analyst with over seven years of experience providing technical support and customer service to end users. Possesses a strong knowledge of computer hardware, software, and network operations. Skilled in troubleshooting, problem solving, resolution tracking, and customer communication. Expertise in IT Service Management (ITSM) best practices and tools. Dedicated to delivering excellent customer service and technical solutions.

• Network Troubleshooting
• Help Desk Support
• Problem Solving
• Hardware/Software Troubleshooting
• Resolution Tracking
• Network Operations
• Provided technical support to customers via phone, email, and remote access
• Identified root cause of customer issues, provided solutions, and tracked resolutions
• Installed, configured, and maintained computer hardware and software
• Monitored network operations and performance
• Diagnosed, troubleshot, and resolved computer hardware and software issues
• Performed system updates and patch management
• Utilized ITSM tools to monitor and manage customer service levels
• Reviewed customer feedback and identified areas for improvement

Experience 7+ Years

Service Desk Analyst Resume with 10 Years of Experience

A highly organized and results- oriented Service Desk Analyst with 10+ years of experience providing technical support and customer service in a fast- paced, customer- focused environment. Proven ability to quickly and efficiently troubleshoot and resolve a wide variety of technical issues, while maintaining a high level of customer satisfaction. Possess a strong knowledge of software and hardware, networking, and customer service.

• Excellent problem- solving and troubleshooting skills
• Proficient in computer network management
• Strong knowledge of software and hardware
• Excellent interpersonal and communication skills
• Capable of multitasking
• Ability to work independently with minimal supervision
• Provide technical support and customer service for incoming inquiries from customers
• Troubleshoot and resolve a wide variety of technical issues
• Monitor system performance and respond to alert notifications
• Analyze and resolve customer complaints quickly and efficiently
• Research problems and develop creative solutions
• Provide advice and guidance to customers on best practices for system performance
• Maintain detailed records of customer interactions and resolutions

Experience 10+ Years

Level Senior Manager

Education Master’s

Service Desk Analyst Resume with 15 Years of Experience

I am a highly- skilled Service Desk Analyst with 15 years of experience in providing technical support to end- users. I have a proven record of resolving issues using creative problem solving techniques, and have a wide knowledge base of operating systems, software applications and hardware. With strong communication and customer service skills, I am able to quickly build rapport with customers while troubleshooting and resolving their support issues.

• Operating systems: Windows XP/Vista/7/8/10 and Mac OS X
• Software Applications: Microsoft Office Suite, Adobe Suite, QuickBooks
• Hardware: Printers, scanners, routers, and other peripherals
• Networking: Knowledge of LAN/WAN design, TCP/IP
• Technical troubleshooting: Identifying, diagnosing, and resolving technical issues
• Customer service: Providing friendly and professional assistance to end- users
• Respond to, log and track customer inquiries, requests, and complaints through a centralized database
• Install, configure, test, and maintain operating systems, software applications and hardware
• Troubleshoot network and system issues, and provide technical support to end- users
• Provide remote assistance to end- users using remote desktop tools and remote control software
• Monitor system performance and troubleshoot applications, hardware, and network issues
• Manage user accounts and access rights in line with company policies
• Research and implement new technologies to meet customer support requirements

Experience 15+ Years

Level Director

In addition to this, be sure to check out our resume templates , resume formats ,  cover letter examples ,  job description , and  career advice  pages for more helpful tips and advice.

What should be included in a Service Desk Analyst resume?

A Service Desk Analyst is an IT support professional who is responsible for the efficient functioning of network services and the smooth running of computer systems. As such, they must be highly knowledgeable in a wide range of IT systems, software, and hardware. To stand out from other applicants, a Service Desk Analyst resume should include the following:

• Education: Service Desk Analysts should have a degree in a related field, such as computer science, information technology, or a related field. List the degree, any certifications, and any relevant coursework.
• Experience: A Service Desk Analyst should have experience troubleshooting and resolving customer IT issues. List any past positions with similar duties and the skills used to solve those issues.
• Technical Skills: Service Desk Analysts should have a wide range of technical skills, including knowledge of applications, operating systems, databases, and hardware. Additionally, they should be knowledgeable in scripting, coding, and other programming languages.
• Communication Skills: Service Desk Analysts must be able to communicate clearly and effectively with customers. Include any experience with customer service or working with customer issues.
• Problem-solving Skills: Service Desk Analysts should have the ability to think critically and diagnose difficult issues. Include any years of experience in resolving customer issues and the techniques used.
• Leadership Skills: Service Desk Analysts should demonstrate leadership skills, such as the ability to manage projects and delegate tasks. List any past positions involving managerial or supervisory roles.

By including these details in a Service Desk Analyst resume, you can ensure that you make a strong impression on hiring managers and stand out from other candidates.

What is a good summary for a Service Desk Analyst resume?

A Service Desk Analyst resume should focus on the hard and soft skills required for the job, as well as any experience that is relevant. A summary should serve as an overview of the candidate’s skills, qualifications and professional experience, giving employers an idea of what the individual has to offer. The summary should highlight any customer service experience, technical knowledge and certifications that the candidate may possess. It should also include the individual’s ability to troubleshoot and ability to learn and adapt quickly to new technology. The summary should be concise, yet thorough enough to adequately summarize the candidate’s qualifications.

What is a good objective for a Service Desk Analyst resume?

A Service Desk Analyst provides customers with technical support, advice, and troubleshooting for hardware and software related problems. A Service Desk Analyst must have excellent customer service and problem-solving skills. Crafting a Service Desk Analyst resume that catches the attention of hiring managers is essential to landing the job.

Including a strong objective statement on your resume will ensure that the hiring manager knows what you offer and why you are the best candidate. When writing an objective statement for a Service Desk Analyst resume, you should focus on showcasing your skills, experience, and qualifications.

Here are some examples of objectives for a Service Desk Analyst resume:

• To leverage my 5+ years of customer service and technical support experience to provide effective and efficient solutions for customer inquiries and technical issues while delivering exceptional customer service.
• Seeking a Service Desk Analyst role to apply my expertise in customer service, technical support, and problem-solving.
• Dedicated customer service professional with 4+ years of experience in troubleshooting and resolving technical issues, seeking a Service Desk Analyst position to utilize my skills to provide quality customer service.
• Motivated individual with a proven track record of providing top-notch technical support and customer service, seeking a Service Desk Analyst role to continue providing customers with effective solutions.

How do you list Service Desk Analyst skills on a resume?

When it comes to listing out your Service Desk Analyst skills on a resume, it’s important to keep it precise and relevant to the job you’re applying for. Here are some of the key skills you should consider including on your resume:

• Strong customer service orientation: Service Desk Analysts must be able to prioritize customer service, promptly respond to customer requests, and provide accurate solutions.
• Technical troubleshooting: Service Desk Analysts should have a strong understanding of IT systems and the ability to troubleshoot technical issues quickly and efficiently.
• IT systems knowledge: Service Desk Analysts should be familiar with a variety of IT systems, including Windows, Linux, and Mac.
• Good communication skills: Service Desk Analysts must be able to communicate clearly and effectively with customers and other IT staff.
• Knowledge of help desk software: Service Desk Analysts should have an understanding of help desk software, such as Zendesk and ServiceNow.
• Ability to multitask: Service Desk Analysts must be able to handle multiple customer requests at the same time.
• Problem-solving skills: Service Desk Analysts must be able to quickly identify and solve customer issues.
• Flexibility: Service Desk Analysts should be able to work flexible hours and be able to adapt to changes quickly.

What skills should I put on my resume for Service Desk Analyst?

A Service Desk Analyst plays a critical role in managing and maintaining customer service operations. As such, it is important for a Service Desk Analyst to have a comprehensive resume that highlights their specialized skills and qualifications. When creating your resume, here are some key skills to include:

• Problem-Solving: Service Desk Analysts must possess excellent problem-solving abilities, as their job entails troubleshooting computer systems and customer service issues. They must be able to analyze customer complaints and requests in order to identify the cause of the problem and determine the best solution.
• Communication: Service Desk Analysts must have strong communication and customer service skills. They must be able to effectively communicate with customers both verbally and in written form in order to resolve customer issues.
• Technical Knowledge: Service Desk Analysts are expected to have a deep knowledge of computer systems, applications, and hardware. They must be able to diagnose and troubleshoot computer issues.
• Knowledge of Protocols and Procedures: Service Desk Analysts must understand the protocols and procedures related to customer service. They must be able to follow customer service procedures and process customer requests in an organized and efficient manner.
• Organization: Service Desk Analysts must be highly organized and be able to prioritize tasks based on urgency and importance. They must be able to keep an accurate and detailed record of customer service inquiries, requests, and complaints.
• Time Management: Service Desk Analysts must be able to manage their time and multitask efficiently in order to ensure a high level of customer service. They must be able to respond to customer service inquiries in a timely and professional manner.

By highlighting these key skills on your resume, you will be able to demonstrate your qualifications and experience as a Service Desk Analyst. With these skills, you can show prospective employers that you are the ideal candidate for the job.

Key takeaways for an Service Desk Analyst resume

The Service Desk Analyst role is a key part of any IT team. It requires strong customer service and technical skills, as well as the ability to troubleshoot quickly and accurately. When writing your Service Desk Analyst resume, there are some key takeaways to keep in mind.

• Demonstrate your technical know-how: To be a successful Service Desk Analyst, you must have a strong knowledge base of the IT systems and processes your team uses. Make sure to highlight any certifications or training you have in key technologies, and provide examples of your experience using them.
• Showcase your customer service skills: Service Desk Analysts must be able to provide exceptional customer service when troubleshooting or providing technical assistance. Make sure to list any customer service experience you have, and any awards or recognition you have received for it.
• Demonstrate problem-solving ability: As a Service Desk Analyst, you will be called upon to solve a variety of technical issues. Showcase your problem-solving skills by providing examples of issues you have successfully resolved in the past.
• Emphasize your communication skills: Service Desk Analysts must be able to communicate clearly and effectively with both technical and non-technical users. Make sure to list any relevant communication skills, such as public speaking or writing, that you may have.

By following these key takeaways, you can create a Service Desk Analyst resume that stands out from the competition and showcases your skillset.

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Helpdesk Analyst Resume Sample

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Work Experience

• Identify opportunities for automation as well as self-service opportunities to empower the business to actively resolve their own issues where possible
• Recording initial calls from the client accurately to Support Standards together with any subsequent updates to ensure an audit trail of the Client Support call
• Carrying out appropriate testing to replicate hardware/software problems and resolve Client calls in accordance with support procedures
• Resolving Client calls, liaising as necessary with Problem Management, Technical Operations Centre, Technical Consultants, Sales, Development and Service Managers
• Maintaining an in depth knowledge of our products & Services required to resolve Client calls and continue to develop knowledge for new products & Services
• Maintaining skills and knowledge to support our Managed Service offerings, by recognising and identifying issues with the backend software, tools, databases and/or web front end systems and take necessary action to ensure these issues are resolved accurately, effectively and timely, (where applicable)
• Maintaining an awareness of Support and Company Procedures and ensure that they are applied wherever necessary
• Managing a list of allocated calls, ensuring that Service Level Agreements are met if not exceeded and that senior colleagues or management are advised in good time of any potential failures
• Prioritising and handling calls without the assistance of support management
• Is able to troubleshoot data and application access issues and adjust Active Directory properties as needed
• Distributes Agency-wide email communications and notices related to technology issues
• Maintains mainframe printer node configurations
• Serves as project team member and makes recommendations for routine problem solutions
• Refers highly complex or difficult technical problems to a higher-level Technology Support Specialist or other technical resource for that particular technology questions
• Provides basic support of hardware, software, applications, internal and external users
• Serves as a technical resource on all standard desktop applications to 10,000+ computer users
• Instructs users via phone and/or email on the basic functionality of desktop applications
• Respecting the confidentiality of the client and company information
• Have an aptitude to professionally resolve calls in a quick and efficient manner to enable client expectations to be exceeded
• Enhancing client relationships and delivering excellent customer service
• Implementation of BAU change requests for clients including new user setup and addition of new stores
• After training, undertaking to perform Data Recoveries
• Interacts with help Desk Manager and staff to ensure all appropriate help desk internal customer levels are maintained for the end users
• Performs account administration (create/modify Active Directory accounts, Exchange accounts and other user accounts)
• Analyzes information provided by HR personnel and Client Services technicians in order to create and/or modify accounts for new employees and/or existing employees
• Is able to use the information provided to assess data and application access

Professional Skills

• Skills - Superior analytical skills with proven experience and skills in diagnosing problems
• Experience in dealing directly with end users with demonstrated skills in managing user expectation
• Strong documentation skills with the ability to translate moderately complex or ambiguous issues effectively to achieve desired outcomes
• Demonstrate excellent interpersonal skills and the ability to interface users from all levels of the organization
• Excellent Communication/Documentation skills and strong customer-service orientation
• Strong organizational skills and multitasking ability with strong attention to detail
• Demonstrated working experience balancing multiple priorites and shifting focus to meet the demands of the business

How to write Helpdesk Analyst Resume

Helpdesk Analyst role is responsible for customer, technical, troubleshooting, analytical, windows, interpersonal, english, computer, software, mac. To write great resume for helpdesk analyst job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Helpdesk Analyst Resume

The section contact information is important in your helpdesk analyst resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

• First and last name
• Telephone number

Work Experience in Your Helpdesk Analyst Resume

The section work experience is an essential part of your helpdesk analyst resume. It’s the one thing the recruiter really cares about and pays the most attention to. This section, however, is not just a list of your previous helpdesk analyst responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular helpdesk analyst position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Helpdesk Analyst resume experience can include:

• Excellent interpersonal, communication and problem solving skills with a clear understanding for the value of customer convenience and experience
• Strong customer support skills and Help Desk experience
• Excellent telephone, verbal, and interpersonal skills with good customer service attitude
• Problem-solving, goal-oriented, willing to learn, with very good writing skills
• General troubleshooting knowledge of typical computer peripherals (i.e. printers, monitors, etc.) and excellent troubleshooting and problem resolution skills
• Analytical thinker with good problem-solving skills; focused on “getting things done”

Education on a Helpdesk Analyst Resume

Make sure to make education a priority on your helpdesk analyst resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your helpdesk analyst experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

• School you graduated from
• Major/ minor
• Year of graduation
• Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Helpdesk Analyst Resume

When listing skills on your helpdesk analyst resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical helpdesk analyst skills:

• Effective prioritization, project management, analytical, and problem solving skills
• Uses Systems Effectively – accesses information in the systems to meet customer needs quickly and effectively
• Thorough writing and communication skills to write, demonstrate, and explain step-by-step technical procedures
• Excellent deskside and remote troubleshooting skills
• Strong technical ability and troubleshooting skills
• Excellent communications, problem solving and customer service skills required

List of Typical Experience For a Helpdesk Analyst Resume

Experience for it helpdesk analyst resume.

• Demonstrated ability to effectively perform the job during off hours without supervision
• Have excellent interpersonal skills, being diplomatic at all times
• Possess good communication skills to interface with users that are requesting help
• Excellent Microsoft Office skills, including Outlook, Excel, Word, and Access
• Excellent written and verbal communication, interpersonal, and analytical skills
• Very fluent, strong, clear, understandable English Communication skills

Experience For Level Helpdesk Analyst Resume

• Communication: Strong communication and interpersonal skills
• Strong Communication skills in both, English and Spanish
• Possess strong customer service skills to meet or exceed customer service requirements
• Good Troubleshooting skills with Windows 10, Mac OS
• Demonstrate exemplary verbal and written communication skills

Experience For Senior Helpdesk Analyst Resume

• Delivery focused with strong written and verbal communication, relationship and time management skills
• Excellent customer service skills and ability to work with all levels of employees
• Excellent verbal and written communication skills with a customer service ethic
• Strong communication skills used within a remote team environment
• Experience troubleshooting technical issues for technical projects and systems repair experience
• Effectively manage simultaneous incoming calls and personal interactions at the Helpdesk

Experience For Technical Helpdesk Analyst Resume

• Communicates effectively in oral and written formats
• Other skills: Data Entry & Customer service
• Ensure an excellent customer experience when the triage team responds and interfaces with the end-user of the
• Prior experience in an ITIL based environment an advantage
• Communicate effectively on a daily basis with end-users and IT Department staff about open issue statuses, updates, ETAs, and resolutions
• Effectively resolve and/or escalate issues to Tier 2 support as needed
• Excel in both written and verbal communication skills

Experience For Level IT Helpdesk Analyst Resume

• Citrix Experience or work experience within a Citrix based environment
• Monitor and respond effectively to support requests received through the IT helpdesk system
• Alesforce experience and/or 2 years customer serviceexperience preferably in financial services or technology
• BS or equivalent with 2-5 years of experience, or a Master's with 0-2 years of experience
• 6 months help desk experience and/or training; or equivalent combination of education and experience
• Demonstrate excellent telephone etiquette to all constituents
• Prior experience leading or assisting in the management of a call center, customer service, or service desk environment desired
• Provides transfer of skills to employees and to technicians in other support areas

Experience For Deposit Operations Helpdesk Analyst / Utility Resume

• Comm skills, maintain resolution rates
• Exceptional analytical skills and ability to translate concepts to designs
• Analytical skills to critically evaluate the information gathered from multiple sources
• 1, Customer Service Skills
• Attention to detailDesirable Skills
• Strong understanding of Windows Operating Systems, Microsoft Office, and Internet Explorer products
• Three years experience in a technical support position providing end user computing support

Experience For Associate Helpdesk Analyst Resume

• Experience defining and resolving desktop hardware and/ or software issues
• Experience with Microsoft Active Directory, Active Roles, Citrix & a basic understanding of TCP/IP, DHCP, DNS & Networking concepts
• Evidence of working on a busy Help Desk using help desk software or a service management tool
• Experience and knowledge working in Active Directory (Managing Users and Computers)
• Properly classify, prioritize, and escalate problems when necessary using the Helpdesk ticketing system
• Experience using and troubleshooting software applications and typical desktop hardware (computers, monitors, printers, scanners, fax machines)
• Experience working in a help desk environment supporting hardware, software, and remote users in a complex environment
• Experience troubleshooting Windows XP and Windows 7 operating systems
• Experience creating help desk tickets through a ticketing system

Experience For Helpdesk Analyst, Intermediate Resume

• Experience handling escalations and corrdinating complex customer activities successfully to achieve satisfaction required
• Experience of conducting UAT of Citibank Online and Citi Mobile functionalities and supporing project cutovers
• Experience troubleshooting and supporting the Microsoft Office Suite
• A good understanding of Windows and MAC operating systems
• Has a good understanding of how the IT helpdesk function integrates with other IT functions in accomplishing the desired results in the required areas
• Use the appropriate software triage and resolution procedures prior to escalating to production operations development

Experience For Rohq-gida-helpdesk Analyst Resume

• Assist analysts in providing support where additional experience is required
• Desirable to have experience of working in a law firm or with a Professional Services organisation
• Demonstrable experience of Internet browser configuration including Internet Explorer, Chrome, Safari, and Firefox
• Experience in a service or customer-facing related position
• Experience with Antivirus software and knowledge of Phishing techniques, Malware, Viruses, and Spyware
• Strong ability to troubleshoot PC networking related problems

Experience For LI Helpdesk Analyst / Windows Deployment Resume

• Experience in working with a ticket system
• Sound experience supporting peripheral device issues e.g. printers & mobile device
• Experience supporting Windows desktop/laptop PCs, MAC OS
• Experience using Active directory
• Experience recommending improvements
• Identifies and uses the appropriate priority levels for logging incidents and requests to set criticality level and to engage the proper team(s) for resolution

List of Typical Skills For a Helpdesk Analyst Resume

Skills for it helpdesk analyst resume.

• Good knowledge and troubleshooting skills in Windows 7, Mac iOS and O365 environment
• Excellent skills in deskside and remote troubleshooting, organizational and time management
• Exhibit strong problem solving and analytical skills
• Good problem solving skills; ability to visualize a problem or situation
• Excellent collaborative and teaming skills

Skills For Level Helpdesk Analyst Resume

• Excellent network analytical and fault finding skills
• Excellent Communication skills and pleasant phone manner
• Effective interpersonal skills; personable, diplomatic, flexible, patient, enthusiastic
• Transfers and escalates responsibility to the most appropriate person (based on time, skills, experience and position), where appropriate
• Confident nature, able to effectively manage own time and priorities in line with business objectives

Skills For Senior Helpdesk Analyst Resume

• Reporting Skills, inhouse applications, reports, excel
• Outstanding verbal and documentation skills
• Outstanding problem solving skills and ability to multi-task
• Strong experience in troubleshooting, repairing, and supporting Windows and Mac operating systems
• A good to experienced understanding of Application Technologies (Operating Systems, Networking Systems, Databases
• Strong understanding of Microsoft Outlook and Outlook Web Access, with experience resolving complex problems and assisting users with advanced functionality
• Effectively communicate with other Disney Store departments on a variety of issues, including pricing, reports, finance etc
• Experience of dealing directly with clients and providing excellent customer support

Skills For Technical Helpdesk Analyst Resume

• Education / Experience: Higher Qualifications in Computing/networking or related subject (or qualified by experience)
• Education / Experience: Higher Qualifications in Computing/networking or related subject (or qualified by experience
• Basic Networking skills including: WAN, LAN, routers
• Superior troubleshooting and problem-solving skills
• Works closely with the Call Center Managers, effectively communicating the day’s events, troubleshooting
• To effectively communicate with other LOBs and vendors including Toshiba & Verizon
• Strong knowledge and experience of supporting MS Office 2010 / Office 365 programs (Word, Excel, PowerPoint),
• Proven knowledge and experience in practicing the ITIL framework. ITIL Certified
• Solid experience in managing simultaneous major incidents from detection to complete resolution

Skills For Level IT Helpdesk Analyst Resume

• Basic technical skills for trobleshooting on issues related to computers
• General technical writing skills to describe technical issues for issue history and communication to Escalation Partners
• Solid understanding of, and work experience with Active Directory and Microsoft Exchange
• Strong background and practical experience with the use of call tracking systems such as Remedy, Service Now, or equivalent
• Desire to continue advancing technical skills and knowledge
• Superior oral and written communication skills, including the ability to lead discussions, work with business teams and interface with customers

Skills For Deposit Operations Helpdesk Analyst / Utility Resume

• Original and innovative problem-solving skills
• Basic technical skills for troubleshooting on issues related to computers
• Enhances and develops quality support methods and communication skills through coaching and feedback
• Basic PC application skills including MS Word, MS Excel, MS Exchange
• Good to experienced working knowledge of Oracle or other Relational Databases
• Good to experienced knowledge in UNIX Server Administration
• Extensive service desk experience required as well as remote support experience
• Tier 1 and 2 problem resolution skills for voice, data and video technology
• Communicate effectively in a multicultural, multinational environment and mobilize cross-functional high-performance team

Skills For Associate Helpdesk Analyst Resume

• Maintains productivity and is balanced with skills and quality
• ???????Great interpersonal skills
• Strong knowledge and experience of supporting MS Office 2010 programs (Word, Excel, PowerPoint)
• General IT skills (printers, copiers, switches, etc)
• Communicate effectively with business users and fully understand their requirements

Skills For Helpdesk Analyst, Intermediate Resume

• Receiving service desk requests and providing local technical support within own area to ensure systems remain operational and effective
• Experience building and deploying Win 10 images including managing, patching, and updating
• Good understanding of scheduling, tracking and managing project or BAU compliance activities
• Experience in interacting with and managing difficult clients to understand, diagnose and prescribe solutions to their online banking problems
• Experience testing and supporting retail fueling or multi-site automation environments

Skills For Rohq-gida-helpdesk Analyst Resume

• Phone support: at least 2 years experience working in a call center, in a ticketing system, and working out of a call queue
• Experience in tracking the production issues, planning and scheduling the production fixes
• Basic A/V experience, plugging in wires from phones to docking stations, setting up phones
• Experience supporting a diverse desktop environment with an understanding of the mainframe, client/server and Internet environments
• Experience in working with monitoring software

Skills For LI Helpdesk Analyst / Windows Deployment Resume

• Prior use of some incident tracking/ticketing system
• Capacity to operate with appreciable latitude in executing methodology and presenting solutions
• Demonstrable experience in using and supporting Lotus Notes 8.5 / Outlook 16
• Good knowledge of supporting pc’s thin clients, printer, copier and scanning devices
• Perform the job with a flexible and enthusiastic attitude, demonstrating an understanding of business priorities and urgencies

List of Typical Responsibilities For a Helpdesk Analyst Resume

Responsibilities for it helpdesk analyst resume.

• Possess strong customer service skills and can work in a dynamic team environment
• Provide first line support to ensure store issues or queries are resolved effectively and in a timely fashion
• Above-average analytical skills, innovative, and confident
• Exceptional customer service, interpersonal and communication skills
• Computer skills / technical literacy
• Experience in mentoring and coaching team members
• Experience supporting desktop operating systems and applications: Windows XP and Windows 7, Microsoft Office 2010, Virus and Spyware protection software
• 3- Experience creating helpdesk tickets through a ticketing system
• ) Office 365-we are looking for people that have 1-2 years of experience. Outlooks is the biggest portion

Responsibilities For Level Helpdesk Analyst Resume

• As a IT Helpdesk Analyst with experience in handling Major Incidents
• Experience in major incident handling
• Experience helping customers via telephone
• Attention to detail Strong multi-tasking capabilities
• Excellent working knowledge of computer systems, hardware, and software
• Some experience using web development languages such as HTML5, Javascript and JQuery
• Experience working in the IT field. preference help desk 1-2+years

Responsibilities For Senior Helpdesk Analyst Resume

• 1-2+ experience using remote access tools such as Bomgar, Logmein, Dameware, etc
• Experience providing over the phone help desk support
• Experience in Apple MacBook’s, iMac, and Microsoft Windows Operating systems
• Experience supporting Windows PCs
• Experience with Active Directory utilizing for password resets
• Experience solving basic connectivity and printer issues

Responsibilities For Technical Helpdesk Analyst Resume

• 3) Experience adding users in Active Directory
• Experience with banking operations regulatory, legal and/or audit related issues
• General operations experience in a variety of areas demonstrating track record ability to progress
• Demonstrated ability to make sound recommendations and decisions impacting our clients
• Experience in detailed technical support of Windows and Apple iOS operating systems
• Application Support: at least 1 year of experience supporting proprietary applications
• Rapid learner with ability to cope with priorities being changed in a fast-paced environment

Responsibilities For Level IT Helpdesk Analyst Resume

• Experience of Print management/Scanning software solutions, mainly Equitrac, Papercut, Ecopy, and others
• Proven record of working with ITIL, specifically Incident Management
• Good understanding of Citrix XenApp 6 / 6.5 / 7 technologies
• Good understanding of Citrix thin-client support
• Experience solving technical problems

Responsibilities For Deposit Operations Helpdesk Analyst / Utility Resume

• Experience with a system imaging/management tool such as Ghost, Acronis, SCCM, MDT
• Experience working in a Tier 1 Help Desk/Service Desk environment
• Manage end users' accounts in Active Directory while providing excellent customer service
• Experience supporting basic issues with Window 10, Windows 7, Outlook, and Microsoft
• Experience configuring desktop network connectivity, TCP/P, VPN

Responsibilities For Associate Helpdesk Analyst Resume

• Demonstrated ability to achieve successful outcomes in handling difficult situations
• Experience with providing remote support to users
• Demonstrated ability to apply strategic thinking and to show intellectual curiosity and a flexible, adaptive mindset consistent with agile culture
• Experience supporting laptop and desktop applications, hardware issues, and Internet-TCP / IP connectivity in a Windows environment
• Incident tracking system experience

Responsibilities For Helpdesk Analyst, Intermediate Resume

• Demonstrate thorough problem-solving abilities
• 6 months of troubleshooting experience with hardware or software customer services
• Experience triaging IT Systems and hardware
• Experience working in a fast-paced, highly interactive service desk environment
• A CompTIA A+ certification is required prior to applying
• Excellent customer service - looking for a highly customer focused
• 2) Excellent general troubleshooting background

Responsibilities For Rohq-gida-helpdesk Analyst Resume

• 3) Experience working in a Windows environment
• Experience supporting end users over the phone (NOT required)
• Strong understanding of general, security-related procedure
• Has experience in exercising tact and diplomacy for sensitive situations
• Experience supporting Windows 7
• Experience adding users in Active Directory

Responsibilities For LI Helpdesk Analyst / Windows Deployment Resume

• 6+ months of experience with a help desk ticketing system
• 6+ months experience troubleshooting hardware and/or software issues
• Experience using remote support tools, preferably Teamviewer
• Experience working with Mac OS and Windows 10
• Experience working with remote tools such as TeamViewer or LogMein
• Some experience of working in an IT related support role
• A strong team player, flexible and able to work on own initiative
• Demonstrates energy and enthusiasm – always strives to achieve quality results

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