Desktop Support Analyst Resume Sample
Damian Hackett
6813 Theodora Shoal,
Dallas,
TX
+1 (555) 825 9225
Work Experience
Senior Desktop Support Analyst
06/2015
-
PRESENT
New York, NY
- Resolves end user’s desktop computer issues, issuing/tracking loaner hardware, printer trouble shooting and configuration
- Supporting internal user workstations, peripherals, phones and PDAs
- Maintain and repair, through troubleshooting and component replacement, workstations and peripheral devices. Provide support for MS Office suite applications and back office application connectivity
- Communicating with colleagues and escalating outstanding issues whenever required
- Remote technical and functional assistance to business and technical users
- Manage Ticket Queue &followup on open tickets as time permits
- Notify management when SLA’s are jeopardized
Desktop Support Analyst
04/2010
-
02/2015
Philadelphia, PA
- Knowledge of IT industry trends and technologies
- Install and sets up computers for business staff
- Uses good judgment in escalating unresolved issues and communicates status to the customer
- Listens to issues and questions as reported by customers on assigned hardware, software and uses troubleshooting skills to provide answers or resolutions
- Monitors individual queue to ensure work requests are handled in a timely manner
- Assists Senior department team members in identifying frequently encountered issues and developing resolutions
- Monitors individual performance objectives, meets standards, and assures customer
- Continuously monitors department processes and recommends to department seniors new and innovative ideas for improvement
Junior Desktop Support Analyst
07/2006
-
03/2010
San Francisco, CA
- Responsible for opening issues in Helpdesk,documenting updates, and tracking progress towards resolution
- Laptop & docking station configurations
- Perform tasks such as the installation of images, data migration, troubleshooting general office productivity applications, applying securing configurations and custom application support. Install, test and promote software and hardware components to completion
- Assist other IT Specialists, IT Management and users in the resolution of problems related to the correct operations of the desktop environment
- Escalate problems, when required, to the appropriately experienced technician
- Cordially and professionally interact with customers, vendors, superiors, peers, and others
- Monitor and track IT assets, inventory and warranty periods of machines
- BA/BS in Computer Science or related discipline or equivalent education, training and work-related experience
- Experiencing working in the Financial Service industry
Education
Oklahoma State University - Tulsa
2000 - 2005
Bachelor's Degree in Computer Science
Professional Skills
- Possesses excellent communication skills including verbal, listening, and written skills
- Basic network troubleshooting skills. - Excellent interpersonal and communication skills
- Technical understanding, communication and interpersonal skills and strong skills within customer service
- Excellent written, verbal communication skills as well as people skills
- Excellent troubleshooting skills coupled with a strong customer service background
- Excellent customer experience, communication and collaboration skills
- Excellent customer service skills to work effectively with clients and vendors
How to write Desktop Support Analyst Resume
Desktop Support Analyst role is responsible for customer, troubleshooting, technical, interpersonal, windows, hardware, documentation, basic, communications, software.
To write great resume for desktop support analyst job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Desktop Support Analyst Resume
The section contact information is important in your desktop support 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 Desktop Support Analyst Resume
The section work experience is an essential part of your desktop support 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 desktop support 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 desktop support analyst position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Desktop Support Analyst resume experience can include:
- Excellent client facing skills, creative problem solving skills and the ability to thrive in a fast paced, highly critical environment
- Excellent communications skills and understanding of customer experience
- Exceptional interpersonal skills, both written and oral communication, with a focus on rapport-building, listening, and questioning skills
- Good ITIL foundation-level knowledge, skills and experience
- Strong troubleshooting skills and general support background in Windows and Macintosh OSX operating systems platforms
- Excellent hardware skills with an understanding of Dell laptops, peripheral equipment, printers, and basic networking
Education on a Desktop Support Analyst Resume
Make sure to make education a priority on your desktop support analyst resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your desktop support 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 Desktop Support Analyst Resume
When listing skills on your desktop support 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 desktop support analyst skills:
- Analytical skills and detailed organizational skills
- Good phone skills - Patient and polite with good command of the English language
- Excellent computer operating system troubleshooting skills including all supported Windows desktop OS’s and Apple OSX versions
- Strong problem solving skills for root including root cause analysis and working with other teams to troubleshoot hardware capabilities
- Contribute to upskilling by contributing useful documentation to the Knowledge Bank; provide technical skills transfer to other 2nd line team staff
- Solid understanding and troubleshooting skills with Microsoft products
List of Typical Experience For a Desktop Support Analyst Resume
1
Experience For Senior Desktop Support Analyst Resume
- Very strong independent analyses, communication and problem solving skills required
- Able to effectively handle multiple priorities in a fast paced work setting
- Have proven troubleshooting skills
- Strong Active Directory, basic Exchange, Windows OS, Citrix/Microsoft Terminal Server, Printer, and Desktop support skills
- Excellent customer relationship, communications and interpersonal skills
- Strong written and oral communication skills, advanced level of English
- Above average reading and writing skills including technical information
- Prior experience managing a scaling infrastructure of internal and external JSS/DP on RHEL and CentOS
- Demonstrated experience with video conferencing platforms utilising Zoom, Cisco, Polycom or Tandberg platforms
2
Experience For IT Desktop Support Analyst Resume
- Extensive experience and/or knowledge experience supporting Windows 7/8/10 desktop/laptop PCs
- Experience as a Help Desk Specialist or 1-3 years of hands-on experience working in end-user desktop support role
- Work effectively with remote site personnel
- Desktop/Help Desk Support experience with proven track record
- Solid experience in ITIL service management processes
3
Experience For Executive Desktop Support Analyst Resume
- Demonstrate a strong team working capability and support colleagues
- Desktop support, customer support and/or helpdesk experience or combination of experience and education
- Customer service oriented with verbal and written communication skills
- Keep abreast of new technologies and apply learned skillset to the role
- Work towards increasing the technical level of skills and competence related to the role
- Experience of end user ticketing tools and interrogating data from the tool for reporting
- Experience troubleshooting, diagnosing and resolving hardware issues with PC’s and mobile devices
4
Experience For Client Field Desktop Support Analyst Resume
- Solid understanding of networking technologies and how they relate to end user computing
- Experience with Imaging solutions (creating, restoring for both PC and Mac’s)
- Experience working with market data applications (Bloomberg/Reuters), including troubleshooting Excel add-ins
- Experience setting up and troubleshooting video conferencing endpoints
- Proven success in working with in a Senior Desktop Support role in a demanding, fast-paced and high quality environment
- Strong knowledge of audio visual and teleconferencing technologies supporting single and multi-site meetings
- Prioritize and resolve hardware and/or software problems in a timely and efficient manner using deductive troubleshooting procedures
- Experience in servicing/deploying computer equipment
- Experience in servicing/deploying computer equipment in a high volume, fast paced corporate environment
5
Experience For Temporary Desktop Support Analyst Resume
- Experience troubleshooting PC technical problems through remote troubleshooting
- Experience providing software applications support including antivirus and encryption software
- Experience with supporting tech refresh, imaging,
- Experience building and maintaining desktop and laptop images
- Experience with hardware monitoring and performance tuning
6
Experience For A/V Desktop Support Analyst Resume
- Experience in desktop administration, networking, programming or system administration
- SCCM Imaging & Packaging experience
- Experience executing IT project tasks and assisting end users
- Experience troubleshooting end user computers, tablets, smartphones, and networking issues
- + Experience of supporting and using Windows 7 Enterprise, Active Directory 2003/2008, Microsoft Office and Lync 2010/2013 and Symantec Endpoint
7
Experience For Desktop Support Analyst, Level Resume
- Experience with SCCM 2007 and 2012, including patch management, remote imaging, application deployment, inventory/asset management, Endpoint protection
- Previous experience in working on an IT Service Desk or delivering IT Desktop Support to a large user base
- Experience working with Airwatch and setting up company mobile phones
- Flexible and open to changing priorities and managing multiple tasks simultaneously
- Solid background in supporting Office365, Windows 7 & 10 configuration & troubleshooting
- Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint
8
Experience For I/S Desktop Support Analyst Resume
- Experience supporting Win7/Office2010, HP laptop, Boardroom AV, video and web conferencing, smartphone, iPads - support
- Experience with Microsoft operating System installation and troubleshooting
- Excellent customer service approach to dealing with people at all levels including Senior Management
- Experience using team knowledge Wikis utilizing Microsoft SharePoint
- Experience creating and editing Knowledgebase articles
9
Experience For Associate Desktop Support Analyst Resume
- Experience supporting current windows operating systems
- Experience doing adds, moves, changes and editing permissions within Active Directory
- Experience using a ticketing system. Sirva uses Remedy
- Experience using an enterprise ticketing solution
- Hands –on experience with operating and maintaining equipment used to amplify, record and display sound and images at live events
- Experience with organizational on boarding/off boarding processes
- Hardware: experience in troubleshooting and supporting desktops, laptops, printers and scanners
- ) Active Directory Experience (6+ months - creating groups, resetting users)
10
Experience For Help Desk / Desktop Support Analyst Resume
- Focused and keen to deliver a high level of service whilst prioritising and meeting deadlines
- Experience working within a ticketing system is required
- Experience supporting user and operating system issues required
- Experience working with SQL scripting and (SCCM) System Center Configuration Manager
- Experience using and troubleshooting Windows 7-10 and Mac OSX
- Strong proficiency in installing and configuring Windows OS, MS Office Suite
- Assists with coaching and training less experienced staff on technical issues
- Experience of supporting and using Windows 10 Enterprise, MacOS, Active Directory, Microsoft Office 365 and Symantec Endpoint Protection
- Rapidly establishing a good working relationship with customers
List of Typical Skills For a Desktop Support Analyst Resume
1
Skills For Senior Desktop Support Analyst Resume
- Strong team building and development skills, build professional relationships
- Solid Technical / desktop support troubleshooting skills
- Excellent problem and decision making skills
- Excellent client care skills and end to end accountability showing leadership qualities
- Good project management skills, and the ability to organize work in an efficient manner
2
Skills For IT Desktop Support Analyst Resume
- Excellent communication, organizational, problem solving skills
- Good interpersonal skills to as user interaction is the main part of the job
- Excellent verbal and written skills, with the ability to communicate clearly and professionally
- Good communication skills; need to be able to explain IT issues in business terms
- Excellent verbal and written communication skills to interface with all user/technical communities
- Strong Communicator (written and verbal skills)
- Good interpersonal people skills
3
Skills For Executive Desktop Support Analyst Resume
- Solid experience in ITIL service management processes, with practical knowledge and experience in the Service Transition lifecycle processes
- Adapt and learn new technologies, excellent Customer Service, communication and follow-up skills are important
- Good telephone manner and face to face communication skills
- Effectively communicate with Foot Locker staff, build a good working relationship and ensure an understanding of the needs and objectives
- Good interpersonal skills, customer orientation, self-motivation, and the ability to work in a team are important
- Strong leadership, interpersonal skills, customer orientation, self-motivation, and the ability to work in a team are important
- Customer-oriented attitude, outgoing personality, strong communication skills
- + Excellent customer service skills
4
Skills For Client Field Desktop Support Analyst Resume
- Strong Organizational skills and the ability to follow procedures
- + Good logistical skills
- Have proven troubleshooting skills to resolved more complex issues
- Compelling project and client care skills and end to end accountability showing leadership qualities
- Compelling client care skills and end to end accountability showing leadership qualities
- Scripting skills– Power Shell, VB, Excel VBA
- Applies problem analysis and solving skills critical in identifying, resolving or escalating issues
- Light networking/data center skills such as rack & stack, patching and IP knowledge
- Advanced skills maintaining and troubleshooting virtual technologies and environments
5
Skills For Temporary Desktop Support Analyst Resume
- Experience with desktop operating systems including Windows 7/10 and extensive application support experience
- Demonstrate experience troubleshooting and resolving technical problems associated with workstations, networks, hardware and software applications
- Technical support experience for end user and computing with hands-on experience supporting desktop PCs and laptops in a Windows 7 environment
- Effectively utilize BMC’s Remedyforce Help Desk ticketing system
- Team Working (work effectively as part of a team)
- Client facing & customer service skills – able to build and maintain successful professional relationships with business stakeholders
- Enhances and develops quality support methods and communication skills through coaching, feedback and other developmental approaches
6
Skills For A/V Desktop Support Analyst Resume
- System imaging and deployment experience, especially use of Altiris is strongly desired, but not critical
- Windows 7 troubleshooting skills
- Internet explorer 11 and Google Chrome troubleshooting skills
- Citrix client troubleshooting skills
- Computer systems support experience or other experience resulting in same knowledge level
- Windows 7 troubleshooting skills (Advanced level)
- Outlook client troubleshooting skills (Advanced level)
7
Skills For Desktop Support Analyst, Level Resume
- MS Office 2007-2013 troubleshooting skills (Advanced level)
- MS Lync 2013 troubleshooting skills
- MS SharePoint 2013 troubleshooting skills
- Recognize, analyze and effectively solve problems in a timely and organized manner using industry best practices and procedures
- Relationship building / people skills
- Strong experience in hardware upgrades, configuration, installation
- Use standard desktop tools effectively, including Microsoft Office, Lotus Notes and Outlook
- Prior IT Help Desk and/or Call Center experience
- Work and lead effectively as part of a team
8
Skills For I/S Desktop Support Analyst Resume
- Proven work experience with Technical Support , Desktop Support, IT Help Desk Technician or similar role
- Manage tickets effectively within the ServiceNow tool
- Demonstrated experience with Microsoft Administration Tools (e.g. Active Directory, Exchange, Remote Desktop Protocol, etc.)
- Demonstrated experience with desktop collaboration tools such as Microsoft Skype for Business
- Work independently, manage small and complicated tasks or mini projects and manage time effectively
- Interpersonal skills, customer orientation, self-motivation, and the ability to work in a team are important
- HDI's soft skills
- Customer Service Skills qualification desirable but not essential
- Experience in information technology experience
9
Skills For Associate Desktop Support Analyst Resume
- Interface regularly and effectively with ticket submitters
- Be in contact regularly and effectively with ticket submitters
- Experience with large-scale JSS administration experience in a Linux environment
- Meet regularly and effectively with ticket submitters
- Strong experience with remote access tool (Citrix, VPN)
- Experience working with Active Directory, Microsoft Office 365, Okta, Dropbox, Zoom, Windows and Mac environments, and have a good understanding of networks
- Working knowledge of scripting technologies including, PowerShell, WMI, and experience with Active Directory
10
Skills For Help Desk / Desktop Support Analyst Resume
- Troubleshooting experience with Mac operating systems
- Investigating unfamiliar problems and generate effective solutions in a systematic and logical manner
- Working in Enterprise Technology Services Providing Tier I & Tier 2 technical support and Windows 10 experience
- Assisting the IT Operations Manager to ensure the IT Department operates the firm’s systems in accordance with ISO27001 requirements
- Experience demonstrating proficiency supporting mobile devices utilizing iOS and Android operating systems
List of Typical Responsibilities For a Desktop Support Analyst Resume
1
Responsibilities For Senior Desktop Support Analyst Resume
- Uses troubleshooting skills and experience to resolve many issues immediately
- Very strong & broad technical IT skills covering desktop support
- Advanced understanding of applicable hardware and software systems · Strong verbal and written communication skills
- Strong troubleshooting skills in Microsoft O365 products
- Effectively communicates to Manager the current status of activities, successes and issues
- Solid experience of resolving IT Incidents, fulfilling Service Requests and provisioning account/access requests for business applications
- Extensive application support experience · Good understanding of the organization’s goals and objectives
2
Responsibilities For IT Desktop Support Analyst Resume
- Proven experience in customer service process and demonstrable aptitude
- Experience supporting PCs running Windows Operating Systems including repairs
- Advanced experience with desktop operating systems including Windows Operating Systems
- Experience configuring, deploying and supporting telecom and A/V systems
- Experience of providing user training one-to-one and to small groups
- Create, update, and publish documentations relating to innovative solutions for enhanced user experience. Train users on new technology products being launched
- Experience with batch file processing and scheduling
3
Responsibilities For Executive Desktop Support Analyst Resume
- Experience demonstrating proficiency upgrading PC memory, hard drive swap, data transfer, etc
- Experience demonstrating proficiency creating knowledgebase articles from ticket data and end user support interactions
- Experience demonstrating proficiency maintaining and update user’s PC asset information through the implementation of critical device management policies
- Experience demonstrating proficiency working independently, with minimal guidance
- Experience providing Imaging of Laptops and Desktop PC’s
- Experience managing IT desktop, laptop and peripheral hardware assetlifecycle including
- JAMF experience (configuring packages, policies, distribution lists, scripting)
- Field support experience troubleshooting Internet browser utilities, including Microsoft Internet Explorer and Chrome
- Basic networking and troubleshooting experience
4
Responsibilities For Client Field Desktop Support Analyst Resume
- Proven understanding of Microsoft Windows operating systems
- Demonstrated understanding of local and wide area networking protocols
- Very good knowledge of Microsoft Office Suite 2010 & Apple Mac products including hand-held devices
- Experience in providing end-user support via phone, email and in-person
- Experience of supporting mobile devices - Blackberry, iPhone, iPad
- Experience working with O365, SharePoint and Office 2013
- Experience with desktop support in a Microsoft Windows environment including Windows 7, MS Office and Outlook in a network environment
5
Responsibilities For Temporary Desktop Support Analyst Resume
- Experience with Apple Mac hardware and operating systems
- Experience with hardware and network peripheral support (fax machines, network printers, scanners, modems, hubs, smart phones, and cabling)
- Experience working in an IT PC desktop role and/or Helpdesk role in a medium or large corporate environment
- Experience supporting PC’s in a Windows 2008/12 Active Directory environment
- Multitask and prioritize workloads while managing deadlines in a fast paced environment is essential
- Successfully work independently with little supervision while consistently utilizing initiative and good judgment
- Strong aptitude for working with technology, coupled with the ability to learn and absorb new information quickly required
6
Responsibilities For A/V Desktop Support Analyst Resume
- Experience working with Windows Server
- Strong technical grasp of Microsoft technologies, including Windows Server, Exchange and SQL Server
- Experience working with desktop and laptop hardware
- Solid understanding of Mac OS
- Solid understanding of Active Directory objects and group membership
- Cooperate with Business Line ensuring direct requests are dealt with efficiently and escalated to Line Manager where required
- Experience performing Desktop Support in a fast-paced, high demand role at a large business professional environment
7
Responsibilities For Desktop Support Analyst, Level Resume
- 1/2 years Desktop Support experience supporting Microsoft Windows
- Experience of configuring mobile devices e.g. iOS, Android and Blackberry
- Experience supporting MS Office 2010
- Experience in supporting VPN, Remote Access, Terminal Services, Remote Desktop
- Measure customer satisfaction, the System organization's effectiveness and specific on-going needs of the business area
- Good stress tolerance and capable of working in a fast-paced environment
- Strong customer service orientation including a desire to help solve problems
8
Responsibilities For I/S Desktop Support Analyst Resume
- Relevant work experience in addition to the following
- Experience using remote desktop management tools
- Experience supporting PC hardware, op systems, software
- Relies on experience and judgment to plan and accomplish goals supporting clients or technicians
- Utilize, prioritize, escalate, assist, document and complete support incidents using established procedures
9
Responsibilities For Associate Desktop Support Analyst Resume
- Excellent researching ability
- Previous experience supporting Microsoft Windows and Office
- Solid understanding of Citrix environment
- Experience working with Audio Visual Equipment
- Some experience with networking and systems administration
- Experience in troubleshooting Smartphones
- Experience using TCP/IP for FTP, Telnet, etc
10
Responsibilities For Help Desk / Desktop Support Analyst Resume
- Extensive experience with Windows operating systems, as well as Microsoft based applications such as Office 2010-2016, MS-Project and Visio
- MDM experience supporting iPhone or Android
- Experience in a heavy industrial job setting
- 1-year experience providing technical support,
- Experience with MS Operating Systems (Windows NT 4.0 & Windows XP)
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