Service Desk Analyst Resume

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Here is the Service Desk Analyst Resume example:

Amanda Smith

2434 Stone Rd, Apt 11

Lansing, MI 48917

(555)-555-5555

[email]

Job Objective Service Desk Analyst position in a reputed firm.

Highlights of Qualifications:

Huge experience in a Help Desk or Service Desk environment o
Ability to analyze and resolve support requests, from the end users
Ability to identify all facets of an issue and generate a solutions
Ability to troubleshoot from different perspectives
Working knowledge of ticketing systems
Excellent customer service skills
Ability to manage multiple tasks and good time management skills
Excellent analytical and critical thinking skills

Professional Experience:

Service Desk Analyst

Korcomptenz Inc., Lansing, MI

August 2005 – Present

Resolved complex problems according to escalation procedures.
Reported enhancement requests and defects received from customers.
Provided input to escalation departments, through proper escalation procedures.
Assisted users with commercial software and mission-critical system issues.
Participated in the continuous improvement of Service Desk processes.

Service Desk Analyst

Westwood College, Lansing, MI

May 2000 – July 2005

Manned for all back-end components routers, gateways, lines, connections and Exchange Electronic Trading Vendor-supplied equipment.
Streamlined processes and procedures to consistently deliver on tight deadlines.
Built and maintained strong internal and external working relationships.
Identified and implemented process re-engineering for maximum efficiency.
Identified and escalated open issues that represented risk.
Evaluated and updated documented procedures to ensure they are complete, accurate and current.

Education

Bachelor Degrees in Computer Information Systems

Idaho State University, Pocatello, ID