Service Desk Analyst Resume Example

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Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Professional Summary
Client Tech Support Rep

Motivated skilled with over 10 years of experience in team technology . Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits. Versatile Service Desk Agent with Information technology and dedication to learning more towards providing exceptional customer service. Resolved user service requests during previous year and achieved 80% satisfaction rate. Excellent communications skills and attention to detail enabled superior results.

  • Repair Technician
  • Microsoft Office 365
  • Graphic design
  • Adobe Photoshop
  • Customer Training
  • Microsoft Office
  • Technical Troubleshooting
  • Remote desktop services and support
  • Help Desk Call center experience
  • Ability To Manage daily workload
  • Written And Verbal Communication
  • IT support
  • Dell/HP/Apple Support
  • Hardware and Software Installation
  • Predictive and Preventive Maintenance
Work History
03/2017 to 12/2019 Service Desk Analyst Loan Depot | Plymouth, MA,
  • Resolved 80% of technical computer and system networking problems to maintain user productivity.
  • Monitored hardware, software and peripheral performance against organizational expectations.
  • Stayed up to date on software and hardware updates to optimize efficiency and productivity for management of clients.
  • Followed up with 25-50 clients daily to verify optimal customer satisfaction following support engagement and problem resolution.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Processed 25-75 Service Now ticket support daily for tech assistance on wide range of issues related to ticket request.
03/2016 to 11/2018 Deskside Support Technician Xpo Logistics | Chesapeake, VA,
  • Developed training materials for onboarding , for end user training and support use.
  • Worked within team to understand needs while providing Win 10 and Microsoft application software service.
  • Handled technical calls per ticket to address customer inquiries and concerns.
  • Investigated hardware product issues involving materials and software and devised training solutions.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.
  • Remained solutions-oriented in face of complex problems to assist management and overall business direction.
  • Tracked replacement parts and recorded shipping and reconciled accounts to maintain accurate, current and Dell compliant financial records.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
  • Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
07/2015 to 01/2016 Service Desk Technician Siteone Landscape Supply, Inc. | San Leandro, CA,
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Diagnosed and resolved user system functionality issues to enable completion of desired operations.
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Analyzed IPad and Printer troubleshooting methods needed for quick remediation..
  • Washtenaw Intermediate School District Sentinel monitored and managed over 500 inventory for laptop loaners and connectivity issues that prevented execution of user-initiated tasks for teachers and students.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Assisted customers with product selection based on stated needs, proposed use and budget.
01/2014 to 05/2015 Help Desk Analyst II Apex Systems | Dearborn, MI,
  • Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
  • Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
  • Assumed remote control over customers' computers when necessary to resolve problems.
Expected in 01/2015 Associate of Arts | Instructional Technology IT Web Design University Of Phoenix, Tempe, AZ GPA:
  • MIS/CS-005 (Primary Program) Coursework:

Master Information System cyber security certificate


Microsoft Windows


Active Directory

Microsoft Windows

Help Desk

Network Support


Remote Access Software

Global Information Technology Certified Ethical Hacker (CEH) gradu ate certificate.

Expected in 06/1995 Bachelor of Arts | Ecology Marygrove College, Detroit, MI GPA:
  • Member of Alpha Kappa Alpha
  • Minored in Arts
  • Continuing education in Computers information System
  • Majored in Human Ecology

CompTIA Security+

CompTIA A+ Technician

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Resume Overview

School Attended
  • University Of Phoenix
  • Marygrove College
Job Titles Held:
  • Service Desk Analyst
  • Deskside Support Technician
  • Service Desk Technician
  • Help Desk Analyst II
  • Associate of Arts
  • Bachelor of Arts

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