resume for help desk analyst

• 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

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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.

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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.
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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.
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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.

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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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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.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

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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 Examples and Templates

This page provides you with Service Desk Analyst resume samples to use to create your own resume with our easy-to-use resume builder . Below you'll find our how-to section that will guide you through each section of a Service Desk Analyst resume.

Service Desk Analyst Resume Sample and Template

What do Hiring Managers look for in a Service Desk Analyst Resume

Technical Proficiency: Strong understanding of IT systems and the ability to diagnose and resolve technical issues efficiently.
Customer Service Skills: Excellent customer service and communication skills to assist users and address their IT-related concerns.
Problem-Solving Abilities: Capability to analyze and troubleshoot technical problems and provide timely solutions.
Documentation Skills: Attention to detail in documenting and maintaining records of user issues and resolutions.
Time Management: Efficiently manage and prioritize multiple support requests while adhering to service level agreements (SLAs).

How to Write a Service Desk Analyst Resume?

To write a professional Service Desk Analyst resume, follow these steps:

Select the right Service Desk Analyst resume template.
Write a professional summary at the top explaining your Service Desk Analyst’s experience and achievements.
Follow the STAR method while writing your Service Desk Analyst resume’s work experience. Show what you were responsible for and what you achieved as a Service Desk Analyst.
List your top Service Desk Analyst skills in a separate skills section.

How to Write Your Service Desk Analyst Resume Header?

Write the perfect Service Desk Analyst resume header by:

Adding your full name at the top of the header.
Add a photo to your resume if you are applying for jobs outside of the US. For applying to jobs within the US, avoid adding photo to your resume header.
Add your current Service Desk Analyst position to the header to show relevance.
Add your current city, your phone number and a professional email address.
Finally, add a link to your portfolio to the Service Desk Analyst resume header. If there’s no portfolio link to add, consider adding a link to your LinkedIn profile instead.
Bad Service Desk Analyst Resume Example - Header Section

Rayna 7704 Clay St. Huntley, IL 60142 Marital Status: Married, email: [email protected]

Good Service Desk Analyst Resume Example - Header Section

Rayna Walton, Huntley, IL, Phone number: +1-555-555-5555, Link: linkedin/in/johndoe

Make sure to add a professional looking email address while writing your resume header. Let’s assume your name is John Doe - here is a formula you can use to create email addresses:

For a Service Desk Analyst email, we recommend you either go with a custom domain name ( [email protected] ) or select a very reputed email provider (Gmail or Outlook).

How to Write a Professional Service Desk Analyst Resume Summary?

Use this template to write the best Service Desk Analyst resume summary: Service Desk Analyst with [number of years] experience of [top 2-3 skills]. Achieved [top achievement]. Expert at [X], [Y] and [Z].

How to Write a Service Desk Analyst Resume Experience Section?

Here’s how you can write a job winning Service Desk Analyst resume experience section:

Write your Service Desk Analyst work experience in a reverse chronological order.
Use bullets instead of paragraphs to explain your Service Desk Analyst work experience.
While describing your work experience focus on highlighting what you did and the impact you made (you can use numbers to describe your success as a Service Desk Analyst).
Use action verbs in your bullet points.

Service Desk Analyst Resume Example

Service Desk Analyst

Created mailboxes and managed access delegation for email accounts.
Provided remote troubleshooting support for software and hardware issues.
Served as the first point of contact for all IT issues within the organization.
Sent notifications to relevant entities regarding planned maintenance and incidents.
Demonstrated knowledge of incident, request, problem, and change management processes.
Possessed a thorough understanding of ITIL concepts and best practices.

IT Service Desk Analyst Resume Example

IT Service Desk Analyst

Created new user profiles, monitored access levels, granted special permissions, and managed accounts on Salesforce CRM.
Utilized Service-Now and CASD ITSM ticketing tools to log issues, interactions, reports, and incidents, and triaged them to the Level-2 Support Team.
Provided face-to-face support for all IT-related hardware and software concerns.
Attended to service requests promptly and addressed them in a timely manner.
Troubleshot application, hardware, user, and networking issues to restore normal service functionality.

Service Desk Analyst (Intern) Resume Example

Service Desk Analyst (Intern)

Provided first-level technical assistance via phone and electronically for all IT-related issues and requests.
Identified potential issues, troubleshooted application-related problems, and escalated them as needed.
Supported and troubleshooted end-users with their use of internal applications.
Identified and escalated situations requiring urgent attention.
Escalated recurring problems to the Service Desk supervisor.
Followed up with end-users to provide status updates in accordance with Service Level guidelines.
Supported the company's content management and file-sharing application.
Coordinated and collaborated with other technical support groups, serving as a single point of contact for end-users.
Initiated and completed onboarding and offboarding activities for new hires and departures.
Provided training on the functionalities and capabilities of file sharing and other internal applications.
Logged all incidents and requests in the ITSM tool.
Provided technical assistance for troubleshooting network problems through inbound calls, emails, and outbound tele-support.
Assisted the network team by configuring computer systems, diagnosing software problems, and managing Windows Server 2008 R2 and 2012.
Utilized ticketing software such as Zendesk for issue tracking and resolution.
Maintained a strong record of accomplishment for collaborating with cross-functional and cross-cultural teams.
Delivered timely resolutions for customer issues and queries while adhering to defined SLAs and KPIs.
Proficiently collected issue-related information from customers and escalated it to the appropriate help desk level associate.
Supported peers in installing and analyzing applications and tools.
Executed daily tasks within the ITIL framework.
Prepared and maintained audit reports for a year.

Senior Service Desk Analyst Resume Example

Senior Service Desk Analyst

Managed, received, and logged calls via telephone and email.
Provided 1st and 2nd line support, troubleshooting IT-related problems ranging from software to hardware, including laptops, PCs, and printers.
Escalated unresolved calls to other departments, such as Infrastructure.
Maintained a high degree of customer service for all support queries and adhered to all service management principles.
Troubleshot network issues.
Managed user accounts on Active Directory, including tasks such as handling new starters, leavers, folder permissions, and password resets.
Documented all calls on the call logging system.
Configured emails and VPN for users.
Attended on-site visits when problems couldn't be resolved remotely.

Multilingual Service Desk Analyst Resume Example

Multilingual Service Desk Analyst

Identified and troubleshooted desktop and notebook problems, including hardware and software issues, network problems, and printer-related concerns, through phone calls, chat, email, or online ticket submissions.
Engaged directly with end-users via phone, chat, and email to provide technical support.
Delivered services in multiple languages, including French, Spanish, and English.
Effectively managed incoming support requests from internal staff using various communication channels such as telephone, email, and web portals.
Prioritized customer satisfaction by following ITIL processes and efficiently addressing incoming requests.
Maintained thorough documentation for each request, including all interactions with end-users and the solutions provided.
Delivered level 1 technical support via telephone and email to assist users with computer software and hardware issues.
Addressed user inquiries, guided them through troubleshooting steps, and resolved problems effectively.
Executed commands and monitored system operations to ensure proper functionality and identify errors.
Analyzed information and assessed outcomes to select the most suitable solutions for issue resolution.
Stayed current with technical knowledge by leveraging end-user feedback, collaborating with peers, and referring to knowledge base articles.
Demonstrated commitment to delivering exceptional customer service and adhering to industry best practices.
Possessed a composed and confident telephone demeanor, capable of setting clear expectations and providing reassurance to users.
Managed support tickets efficiently, including triaging, collecting minimum data sets, categorizing, prioritizing, and assigning tasks to maintain key performance indicators.
Took ownership of support tickets, maintained regular communication with users to provide progress updates, and acted as a subject matter expert, escalating issues when necessary.
Maintained a proactive mindset, closing knowledge gaps, and minimizing waste.
Contributed to the development of technical support articles in the knowledge management database.
Promoted service improvement by creating process and procedure documentation.
Executed critical procedural tasks accurately and promptly, including handling starter, mover, and leaver requests, as well as access provisioning.
Proficiently identified and managed InfoSec, risk, and compliance issues.
Demonstrated the ability to work independently while also supporting colleagues and the broader IT function.
Assisted with major incident management and problem management processes when required.
Conducted investigations into minor security breaches in accordance with established procedures.
Assisted users in defining their access rights and privileges, and operated agreed logical access controls and security systems.
Maintained detailed security records and documentation.
Identified and resolved issues with bespoke applications, utilizing application management software and performing applications maintenance tasks.
Administered user accounts and permissions using Active Directory.
Managed Microsoft Exchange 2010, including creating mailboxes and distribution groups.
Provided support for Microsoft Office 2010.
Administered and troubleshooted Active Directory.
Installed printers and promptly addressed printer-related issues.
Responded to support requests by providing information to facilitate incident resolution and allocated unresolved calls as appropriate.
Supervised and provided guidance to a team of 13 Service Desk team members.
Managed the full operations of the Service Desk in the absence of the Service Desk Manager.
Coordinated the response and communications for priority 1 incidents.
Implemented a training plan for the Service Desk and conducted training sessions for new team members.
Led sessions to enhance the skills of team members, improving performance and meeting Service Level Targets.
Assisted in performance management of underperforming team members.
Developed and managed rosters, serving as the first point of contact for shift changes and leave requests.
Conducted interviews for vacant Service Desk Analyst positions.
Represented the Service Desk team in weekly meetings with the General Manager of IT and IT team leads.
Participated in the Officeworks Future Leaders program and contributed to the successful deployment of a new ServiceNow instance while overseeing day-to-day Service Desk operations.

Top Service Desk Analyst Resume Skills for 2023

IT Ticketing Systems
Incident Management
Problem Solving
Technical Troubleshooting
Customer Support
Remote Desktop Support
Active Directory Management
Hardware and Software Diagnosis
Windows Operating Systems
Microsoft Office Suite
Knowledge Base Management
ITIL (Information Technology Infrastructure Library)
Service Level Agreements (SLAs)
User Account Management
Network Connectivity Troubleshooting
Email Configuration and Support
VPN Support
Printer and Peripheral Troubleshooting
Mobile Device Support (iOS, Android)
Password Reset and Account Recovery
IT Security Awareness
Hardware Installation and Setup
Software Installation and Updates
Remote Assistance Tools
System and Application Logging
Virtual Private Networks (VPNs)
IT Documentation
Communication Skills
End-User Training
Incident Escalation Procedures
Remote Support Tools (e.g., TeamViewer, Remote Desktop)
Active Directory User Management
IT Asset Management
Network Printer Configuration
Antivirus Software Support
Incident Reporting
Knowledge Base Article Creation
Patch Management
Microsoft Exchange Support
Mobile Device Management (MDM)
Windows Server Administration
Firewall Rules and Configuration
Network Protocols (TCP/IP, DNS, DHCP)
Troubleshooting Remote Access
Service Desk Metrics Analysis
Incident Trend Analysis
Problem Management
Root Cause Analysis
Change Request Management
IT Service Desk Best Practices

How Long Should my Service Desk Analyst Resume be?

Your Service Desk Analyst resume length should be less than one or two pages maximum. Unless you have more than 25 years of experience, any resume that’s more than two pages would appear to be too long and risk getting rejected.

On an average, for Service Desk Analyst, we see most resumes have a length of 2. And, that’s why we advise you to keep the resume length appropriate to not get rejected.

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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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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.

Jr. Service Desk Analyst Resume Template

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.

Lead Service Desk Analyst Resume Example

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.

Service Desk Analyst/Network Engineer Resume Example

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.

Service Desk Analyst/Specialist Resume Template

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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Resume Worded | Resume Skills

Skill profile, help desk analyst, improve your resume's success rate by using these help desk analyst skills and keywords ..

Hard Skills and Keywords for your Help Desk Analyst Resume
ATS Scan : Compare Your Resume To These Skills
Sample Resume Templates
How To Add Skills
Help Desk Analyst More Resume Templates

Resume Skills and Keywords from Related Jobs

Browse skills from similar jobs, frequently asked questions.

3. Effective Action Verbs for your Resume

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Here are the keywords and skills that appear most frequently on recent Help Desk Analyst job postings. In other words, these are the most sought after skills by recruiters and hiring managers. Go to Sample Templates ↓ below to see how to include them on your resume. Remember that every job is different. Instead of including all keywords on your resume, identify those that are most relevant to the job you're applying to. Use the free Targeted Resume tool to help with this.

Technical Support
Active Directory
Troubleshooting
Windows Server
Computer Hardware
Find out what your resume's missing
Microsoft Exchange
System Administration
Software Installation
Service Desk
Help Desk Support
Operating Systems
Printer Support
Remote Desktop
Virtual Private Network (VPN)
Information Technology

Resume Skills: Networking

Routers/Switches
Match your resume to these skills

Resume Skills: Software

CRM Systems
AWS Cloud Practitioner
MS Office Suite

Resume Skills: Language

Resume skills: operating systems.

Windows (XP, 7, 8.1, 10)

Resume Skills: Hardware/Software Troubleshooting

Microsoft Office
Antivirus reinstalls

Resume Skills: Applications/Tools

Service Now
TeamViewer RDP

Resume Skills: Networking/Security

Firewall Management
Virtual Private Networks (VPNs)
Secure Remote Access
Network Configurations

Resume Skills: Programming

Resume skills: systems, resume skills: techniques.

Problem Resolution
IT Service Delivery
ITIL practices

Resume Skills: Network Tools

ManageEngine

Where on my resume do I add these buzzwords? Add keywords directly into your resume's work experiences , education or projects. Alternatively, you can also include a Skills section where you can list your technical skills in order of your proficiency. Only include these technical skills or keywords into your resume if you actually have experience with them.

Does your resume contain all the right skills? Paste in your resume in the AI Resume Scan ↓ section below and get an instant score.

Compare Your Resume To These Help Desk Analyst Skills (ATS Scan)

Paste your resume below and our AI will identify which keywords are missing from your resume from the list above (and what you need to include). Including the right keywords will help you get past Applicant Tracking Systems (i.e. resume screeners) which may scan your resume for keywords to see if you're a match for the job.

Sample Help Desk Analyst Resume Examples: How To Include These Skills

Add keywords directly into your resume's work experiences , education or skills section , like we've shown in the examples below. use the examples below as inspiration..

Where on my resume do I add these buzzwords? Add keywords directly into your resume's work experiences , education or projects. Only include these technical skills or keywords into your resume if you actually have experience with them.

How do I add skills to a Help Desk Analyst resume?

Go through the Help Desk Analyst posting you're applying to, and identify hard skills the company is looking for. For example, skills like Windows 10, Troubleshooting and Windows Server are possible skills. These are skills you should try to include on your resume.

Add other common skills from your industry - such as Networking, Computer Hardware and Active Directory - into your resume if they're relevant.

Incorporate skills - like Help Desk Support, Servers and Citrix - into your work experience too. This shows hiring managers that you have practical experience with these tools, techniques and skills.

Recruiters want to know that you're the kind of person that can solve new and challenging problems. In your Help Desk Analyst resume, highlight projects that involved problems that were technically complex or mattered to the company.

Analytical skills involve your ability to break down a problem and come up with effective solutions. On Help Desk Analyst resumes, hiring managers want to see evidence of how you analyzed quantitative or qualitative data.

Try to add the exact job title, Help Desk Analyst, somewhere into your resume to get past resume screeners. See the infographic for how to do this.

Word Cloud for Help Desk Analyst Skills & Keywords

The following word cloud highlights the most popular keywords that appear on Help Desk Analyst job descriptions. The bigger the word, the more frequently it shows up on employer's job postings. If you have experience with these keywords, include them on your resume.

Top Help Desk Analyst Skills and Keywords to Include On Your Resume

We also found variations and further specializations to your job title. Browse through the related job titles to find additional keywords that you can include into your resume.

Computer Repair
IT Hardware Support

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Here are examples of proven resumes in related jobs and industries, approved by experienced hiring managers. Use them as inspiration when you're writing your own resume. You can even download and edit the resume template in Google Docs.

Resume Example Service Desk Analyst

An effective Description of the templates...

Download this resume template

A service desk analyst is a technician who troubleshoots and provides support to users. They help them resolve problems at different scales. Therefore they work in multiple tiers depending on the complexity of the problem. Service desk analysts must have great attention to detail, so you should demonstrate this in your resume by double-checking every time to reduce the risks of typos or mistakes.

Tips on why this template works

demonstrate your knowledge of customer relationship management (crm).

Most companies integrate their service desk with a CRM system. This allows them to orchestrate all customer service operations in one place with minimal delays. CRMs also have a database of customer queries which helps technicians have access to insightful information from previous issues. Now that we know this, we can assume that this is a valuable skill to add to your resume.

Highlight your communication skills.

As a service desk analyst, you will often deal with non-tech customers who may not understand all the technical processes behind troubleshooting. Therefore, it is important to have excellent communication skills and demonstrate them in your resume.

Resume Example IT Service Desk Analyst

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.

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.

Resume Example Service Desk Technician

A service desk technician resolves end-users issues by providing technical support. They can troubleshoot both software and hardware. In addition, they are responsible for software maintenance and ICT security. Therefore, it can be a good idea to mention your proficiency with cyber security in your resume.

Indicate your competency with task management software.

Most IT departments work with an Agile approach, meaning that they prioritize tasks and complete them in short milestones. This requires strong organizational skills and the help of a task management system. You can mention your familiarity with tools like Jira, ClickUp, or Trello in your resume.

Mention your ability to work with a large team.

Service desk technicians often collaborate with other IT specialists to resolve issues. You will often work with a large team in the IT department, so it’s important to mention your team work skills in your resume.

Resume Example Help Desk Analyst

Help desk analysts assist customers and employees with technical support via email or phone calls. They have a customer service role as well as an IT technician. That’s why it is vital to demonstrate outstanding interpersonal skills in your resume. Sometimes you will be talking to people who don’t have a technical background, so you must be patient and explicative.

Demonstrate your knowledge of help desk software.

Most help desk analysts work with specialized software like Jira to optimize operations. This type of software helps technicians with ticket prioritization and automation. Therefore, it is crucial to mention in your resume that you are familiar with these systems.

Highlight your technical skills.

Some employers might overlook your educational background if you have the right skills and experience. That’s why it is important to put some effort into this section. Include skills like troubleshooting, networking, customer service, etc. It is vital to focus on your technical competencies.

Resume Example Help Desk Technician

A help desk technician’s primary goal is to improve customer satisfaction by helping them resolve technical issues with the organization’s product. That’s why your resume should be tailored to the IT industry. They will also assist employees with technical queries. Another relevant help desk technician's responsibility is to educate employees on how to use machinery and software.

Indicate your familiarity with Agile principles.

Most help desk technicians work with an Agile approach. This helps them reduce productivity leaks and encourages collaboration among team members and stakeholders. That’s why it is worth mentioning your knowledge of this system in your resume. Technicians who are familiar with Agile principles are generally more efficient.

Mention your abilities to cooperate with teams.

As we mentioned earlier, help desk technicians often assist employees with technical support, but they must also help them understand how to use software and hardware responsibly. Therefore, collaboration and team work skills are competencies that you must highlight in your resume.

Resume Example IT Help Desk (Entry Level)

IT Help Desk (Entry Level) Resume Sample

Help desk centers usually work in tiers, meaning that technicians have a designated level of complexity with technical support. Some of them handle advanced issues while others focus on basic setup tasks and lower-level troubleshooting. That is precisely the work of an entry-level IT help desk specialist since they don’t have extensive experience on their resume.

Include volunteering experience in IT.

Having a lack of professional experience in help desk centers doesn’t have to prevent you from applying to this position. You can also include relevant experience in volunteering and internships. These days, this type of on-the-job training has a lot of value in the IT industry.

Highlight projects in which you used your transferrable skills.

If you have worked in personal or extracurricular projects where you used your technical support skills, you can mention that in your resume. This is a good idea to demonstrate your value. You can highlight skills from this experience, such as problem-solving and troubleshooting.

What are the top skills you should add to your Help Desk Analyst resume?

Here are some of the most popular skills we see on Help Desk Analyst resumes:

Target your Resume to a Job Description

While the keywords above are a good indication of what skills you need on your resume, you should try to find additional keywords that are specific to the job. To do this, use the free Targeted Resume tool. It analyzes the job you are applying to and finds the most important keywords you need on your resume. It is personalized to your resume, and is the best way to ensure your resume will pass the automated resume filters. Start targeting your resume

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Service Desk Analyst resume examples for 2024

Service desk analysts require a range of technical and soft skills. They must be able to troubleshoot technical issues, provide excellent customer service, and work ethically. They must also be proficient in tools like Remedy, Citrix, and VPN. In addition, they need to be able to document issues and resolutions in call tracking applications and update knowledge bases. They may also need to assist with the functionality of hardware, network connectivity, and software implementations, as well as provide remote support and troubleshooting.

Service Desk Analyst resume example

How to format your service desk analyst resume:.

Use the same job title on your resume as the one in the job posting for a service desk analyst position.
Highlight your accomplishments in your work experience section, such as improving the ticketing system or resolving complex technical issues. Keep your resume to one page for easy reading by recruiters and hiring managers. Here's an example: 'Analyzed ticketing system and made design recommendations for more efficiency and better customer support. Resolved computer system problems, including coordination between users and enterprise infrastructure support staff.'
Recruiters and hiring managers prefer specific, quantifiable achievements over general responsibilities. Use action verbs and numbers to describe your accomplishments, such as 'Increased first contact resolution by 20% through process improvements and training.' Here's an example: 'Provided remote support and troubleshooting and escalated incidents to appropriate second level support as required, resulting in a 98% customer satisfaction rate.'

Choose from 10+ customizable service desk analyst resume templates

Choose from a variety of easy-to-use service 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 service desk analyst resume is top notch. Choose a template with the colors, fonts & text sizes that are appropriate for your industry.

Service Desk Analyst resume format and sections

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

Service Desk Analyst Resume Contact Information Example # 1

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

2. Add relevant education to your service 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 Service Desk Analyst Education

Service Desk Analyst Resume Relevant Education Example # 1

Bachelor's Degree In Psychology 2010 - 2013

Rutgers, The State University of New Jersey New Brunswick, NJ

Service Desk Analyst Resume Relevant Education Example # 2

Bachelor's Degree In Psychology 2011 - 2014

Ashford University San Diego, CA

3. Next, create a service 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 service desk analyst resume

The point of contact between a services provider or enterprise and the end-user is referred to as the services desk. A service desk enables businesses to effectively implement daily internal and external tasks. It also helps enterprises in communicating with their customers and tending to their requests effectively.

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.

Incident management is a set of processes, practices, and solutions designed to restore a damaged service as quickly as possible in an event that could result in the loss or disruption of an organization's operations, services, or functions. The goal of incident management is to maintain and restore normal service operations as quickly as possible and reduce the negative impact on business operations.

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.

Top Skills for a Service Desk Analyst

Service Desk , 14.9%
Customer Service , 14.7%
Troubleshoot , 5.8%
Technical Support , 5.7%
Other Skills , 58.9%

4. List your service desk analyst experience

The most important part of any resume for a service 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 service desk analysts" and "Managed a team of 6 service 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.

Installed and troubleshot DSL modems and wireless routers, including establishing static IP's.
Helped customers navigate through internet browsers and through operating systems to delete unnecessary temporary files and cookies in the operating systems.
Customized multimedia packages for current and prospective clients with print directory and Internet based advertising.
Answered user inquiries regarding cellular handsets or hardware operation to resolve problems.
Assisted Field Technicians with F1/F2 cross-connects, Internet setup as well as setting up the customer s IPTV.
Maintained and support Outlook, VPN, AT&T Mobility Network.
Installed and configured various Dell printers with TCP/IP addressing.
Managed a budget of $200,000 for development of CAD and Mapping software per year.
Created documentation on how to decrypt/backup/restore user data and reimage to XP/Windows 7 systems.
Developed office procedures, order implementation process, and territory assignments for the newly established territory.
Provided technical support and analysis of system software and hardware, which includes operating systems and infrastructure components.
Connected to customer sites with VPN, NPT or dial-up to further assist the customers.
Provided telephone and/or email based support to customers resolving basic and intermediate issues relating to mobile devices and PC configuration.
Analyzed application portfolios, identifying dependencies & common infrastructure platform components, and assessing migration feasibility.
Installed, setup, configured, and troubleshot Cisco routers and switches.

5. Highlight service desk analyst certifications on your resume

Specific service 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 service desk analyst resume:

Network 5 Certification
Security 5 Certification
HDI Desktop Support Technician (HDI)
ITIL Foundation
Certified Network Computer Technician (CNCT)
Support Center Analyst (SCA)
Microsoft Certified Desktop Support Technician (MCDST)
HDI Support Center Manager (HDI)
Microsoft Certified Technology Specialist: .NET Framework 3.5, Windows Workflow Fnd Applications (MCTS)
HDI Support Center Analyst (HDI)

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

A resume summary statement consists of 1-3 sentences at the top of your service 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.

And if you're looking for a Service Desk Analyst job, here are five employers hiring now:

Dell Jobs (23)
IBM Jobs (56)
Thomson Reuters Jobs (26)
Genentech Jobs (27)
CAI Jobs (35)

Common service desk analyst resume skills

Service Desk
Customer Service
Troubleshoot
Technical Support
Phone Calls
Incident Management
Desk Support
Remote Desktop
Customer Support
Excellent Interpersonal
Computer System
Technical Issues
Customer Satisfaction
Help-Desk Support
Level Support
Technical Assistance
Technical Problems
User Accounts
Provide Technical Assistance
Strong Analytical
Level Agreements
Problem Resolution
Call Tracking
Windows Server
Software Issues
Network Printers
Remote Support
Software Applications
Technical Troubleshooting
Network Connectivity

Service Desk Analyst Jobs

Links to help optimize your service desk analyst resume.

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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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Top 17 Help Desk Analyst Resume Objective Examples

Updated July 6, 2023 13 min read

A resume objective is a brief statement that summarizes an individual’s qualifications and career goals. It is typically included at the top of a resume and should be tailored to the specific job for which you are applying. When writing a resume objective for a help desk analyst position, it is important to focus on your technical abilities as well as any customer service skills you have acquired in previous roles. Be sure to include any certifications, qualifications or other relevant experience that would make you an ideal candidate for the role. For example, “Help Desk Analyst with 5+ years of experience providing IT support to customers seeking solutions to technical problems. Certified in Microsoft Office and specialized software applications. Committed to delivering excellent customer service with every interaction.” This type of targeted language can help you stand out from other applicants and demonstrate your commitment to the position.

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Top 17 Help Desk Analyst Resume Objective Samples

To utilize my technical and customer service skills to provide excellent help desk support as a Help Desk Analyst.
To obtain a position as a Help Desk Analyst where I can apply my knowledge of IT and customer service to resolve customer issues.
Seeking an opportunity to join a team of Help Desk Analysts, utilizing my experience in providing technical assistance and customer service.
To leverage my exceptional problem-solving skills and strong communication abilities as a Help Desk Analyst.
Looking for a role as a Help Desk Analyst to use my expertise in troubleshooting hardware/software issues and providing timely solutions to customers.
Aspiring for the position of Help Desk Analyst at ABC Company, bringing 5+ years of experience in providing technical support services.
To work as a Help Desk Analyst with XYZ Company utilizing my proficiency in resolving technical problems and offering exceptional customer service.
Applying for the role of Help Desk Analyst with ABC Corporation, offering expertise in troubleshooting hardware/software issues, responding to inquiries, and providing technical advice.
To secure the position of Help Desk Analyst with XYZ Corporation, utilizing my ability to provide quality customer service while resolving technical problems quickly and efficiently.
Seeking an opportunity as a Help Desk Analyst where I can use my knowledge of computer systems and software applications to assist customers with their inquiries.
Aiming for the role of Help Desk Analyst at ABC Company, offering 3+ years’ experience in providing effective IT solutions for customers.
Desire the position of Help Desk Analyst at XYZ Corporation that will allow me to apply my problem-solving skills while delivering excellent customer service.
Searching for an opportunity as a Help Desk Analyst where I can utilize my knowledge of computer systems and software applications to provide quality support services.
Looking for an entry-level position as a Help Desk Analyst at ABC Company that will enable me to gain valuable experience while assisting customers with their inquiries.
Seeking an opportunity as a junior level help desk analyst at XYZ Corporation that will allow me to apply my knowledge of IT systems while helping customers resolve their issues quickly.
Applying for the role of entry-level help desk analyst at ABC Company that will enable me to utilize my problem-solving abilities while delivering excellent customer service solutions.
Aspiring for the position of help desk analyst at XYZ Corporation that will enable me to employ my technical skills while assisting customers with their inquiries effectively

How to Write a Help Desk Analyst Resume Objective

The help desk analyst resume objective is an important part of any resume. It serves as the first impression that a potential employer has of you and your abilities, so it’s essential to make sure it is well-crafted and conveys the right message.

When writing your help desk analyst resume objective, start by highlighting your technical skills and expertise. For example, mention any certifications or education related to information technology (IT) that you possess. You should also showcase any relevant experience that you have gained in past roles, such as troubleshooting complex technical issues for customers or providing software support. This will demonstrate to employers that you have the necessary skills and knowledge for the job.

In addition to technical qualifications, be sure to include any customer service experience you have had in past roles. Explain how you have successfully assisted customers with their questions and resolved their issues quickly and efficiently. This will show employers that you are capable of providing excellent customer service while working on the help desk.

Finally, emphasize your ability to multitask and stay organized while handling multiple requests at once. Explain how you can prioritize tasks effectively while still delivering quality results in a timely manner. This will demonstrate that you are prepared to take on the responsibilities of a help desk analyst role with ease and efficiency.

By taking these tips into consideration when crafting your help desk analyst resume objective, you can ensure that it accurately reflects your qualifications and makes a great first impression on potential employers.

Related : What does a Help Desk Analyst do?

Key Skills to Highlight in Your Help Desk Analyst Resume Objective

In crafting a compelling Help Desk Analyst resume, the objective section plays a pivotal role. This is your opportunity to make a strong first impression and showcase your most relevant skills right at the beginning of your resume. The objective should not only state your career goals but also highlight key skills that make you an ideal candidate for the position. These skills can range from technical knowledge to customer service abilities. In this section, we will discuss some of the key skills that you should consider highlighting in your Help Desk Analyst resume objective.

1. Troubleshooting

A Help Desk Analyst often serves as the first point of contact for users experiencing issues with their hardware, software or network systems. The ability to troubleshoot effectively is essential in this role as it enables the analyst to diagnose and resolve technical problems promptly. This not only ensures user satisfaction but also maintains productivity within an organization. Including troubleshooting in a resume objective demonstrates an applicant's competence in identifying, analyzing and solving complex technical issues, which is a key requirement for the job.

2. Active Listening

A Help Desk Analyst often interacts with users who are experiencing issues or have queries about their systems. Active listening is crucial in this role because it allows the analyst to fully understand the user's problem, ask appropriate follow-up questions, and provide accurate solutions. Including this skill in a resume objective can highlight the candidate's ability to effectively communicate and solve problems, which are key aspects of a Help Desk Analyst's job.

3. Problem-solving

A Help Desk Analyst often encounters various technical issues and challenges that need to be addressed promptly and effectively. Problem-solving skills are essential in diagnosing the problem, finding a suitable solution, and implementing it efficiently. This skill is crucial for a resume objective as it demonstrates the candidate's ability to handle complex situations, make logical decisions, and ensure smooth operations, which are all critical aspects of this role.

4. Time Management

A Help Desk Analyst often has to handle multiple tasks and issues simultaneously, from answering calls and emails to troubleshooting technical problems. Good time management skills are essential to prioritize tasks, manage workload efficiently, and ensure that all issues are resolved in a timely manner. This not only enhances productivity but also improves customer satisfaction by reducing wait times. Including this skill in a resume objective can highlight the candidate's ability to work under pressure and manage their time effectively, which are crucial for success in this role.

5. Customer Service

A Help Desk Analyst often serves as the first point of contact for customers experiencing technical issues. Therefore, strong customer service skills are necessary to effectively communicate with customers, understand their problems, and provide helpful solutions in a courteous and professional manner. This skill also helps in maintaining customer satisfaction and loyalty. Including this skill in a resume objective can show potential employers that the candidate is capable of providing excellent service while handling technical support tasks.

6. Technical Knowledge

A Help Desk Analyst is often the first point of contact for individuals experiencing technical issues with their systems or software. Therefore, having strong technical knowledge is crucial to effectively diagnose, troubleshoot, and resolve these issues. This skill demonstrates to potential employers that the candidate can manage and resolve a wide range of technical problems, reducing downtime and maintaining productivity within the organization.

7. Communication Skills

A Help Desk Analyst often serves as the first point of contact for users experiencing issues with their systems or software. They need excellent communication skills to effectively understand the user's problem, explain technical information in an understandable way, and guide them through steps to resolve their issue. This skill is crucial for a resume objective as it shows potential employers that the candidate can provide high-quality customer service and handle complex technical inquiries.

8. Multitasking

A Help Desk Analyst often needs to handle multiple tasks simultaneously, such as answering calls, troubleshooting technical issues, and documenting customer interactions. Multitasking is essential in ensuring that all tasks are completed efficiently and effectively. It also shows potential employers that the candidate can manage their workload effectively under pressure, prioritize tasks based on urgency and importance, and deliver quality results within set deadlines.

9. Patience

A Help Desk Analyst often deals with individuals who are frustrated or lack understanding of certain technologies. Patience is crucial in ensuring that they can effectively communicate solutions in a calm and understanding manner. This skill also allows them to handle multiple tasks at once and deal with high-pressure situations, demonstrating their ability to maintain professionalism regardless of the circumstances. Including this skill in a resume objective shows potential employers that the candidate has the temperament necessary for managing customer service aspects of the role efficiently.

10. Empathy

A Help Desk Analyst often deals with individuals who are frustrated or confused due to technical issues. Empathy is crucial in this role as it allows the analyst to understand and share the feelings of another, making the customer feel heard and understood. This skill can help in resolving issues more effectively as it builds trust and good rapport between the analyst and the customer. In a resume objective, mentioning empathy can highlight one's ability to provide excellent customer service, which is a key aspect of the Help Desk Analyst role.

Top 10 Help Desk Analyst Skills to Add to Your Resume Objective

In conclusion, crafting a compelling Help Desk Analyst Resume Objective is crucial in making a strong first impression to potential employers. Highlighting key skills effectively can set you apart from other candidates and demonstrate your unique capabilities. Remember, the objective should not only showcase your technical abilities but also your interpersonal skills, problem-solving capabilities, and commitment to customer service. Tailoring these skills to match the specific requirements of the job you're applying for will significantly increase your chances of landing an interview.

Related : Help Desk Analyst Skills: Definition and Examples

Common Mistakes When Writing a Help Desk Analyst Resume Objective

When writing a resume objective for a help desk analyst position, many job seekers make the same mistakes that can easily be avoided. A well-written resume objective is essential to securing an interview and should be tailored to the specific role you are applying for.

The first mistake often made when writing a help desk analyst resume objective is using generic language. It is important to include keywords and phrases that demonstrate your knowledge of the company and position. For example, instead of simply stating “looking for a help desk analyst position”, use more specific language such as “seeking a help desk analyst position with ABC Company where I can leverage my experience in customer service and technical support to improve customer satisfaction”. This will show potential employers that you have taken the time to research their organization and understand the role you are applying for.

Another common mistake when writing a help desk analyst resume objective is not providing enough detail about your skills or qualifications. It is important to highlight any relevant certifications or training, as well as any special software or systems knowledge you may possess. Be sure to include any customer service awards or accolades you may have received, as well as any other related experience that could set you apart from other applicants.

Finally, many job seekers forget to include their career goals when they write their resume objectives. Stating what type of impact you hope to make in the role will demonstrate your enthusiasm and commitment level to potential employers. Explain how you plan on utilizing your skillset in order to contribute positively towards the company’s mission statement or goals.

In conclusion, there are several common mistakes made by job seekers when writing their help desk analyst resume objectives. To ensure your application stands out from others, be sure to tailor it specifically towards the role you are applying for by including keywords and phrases related to the company and position. Additionally, provide enough detail about your skillset and qualifications while also including your career goals in order demonstrate enthusiasm for the job opportunity.

Related : Help Desk Analyst Resume Examples

Help Desk Analyst Resume Objective Example

A right resume objective for a help desk analyst should focus on the applicant's ability to provide effective technical support, whereas a wrong resume objective would be too generic and not demonstrate the applicant's specific qualifications for the role.

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Brenna Goyette

Brenna is a certified professional resume writer, career expert, and the content manager of the ResumeCat team. She has a background in corporate recruiting and human resources and has been writing resumes for over 10 years. Brenna has experience in recruiting for tech, finance, and marketing roles and has a passion for helping people find their dream jobs. She creates expert resources to help job seekers write the best resumes and cover letters, land the job, and succeed in the workplace.

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