Free Resume Samples & Examples
HELP DESK ANALYST
This Help Desk Analyst resume sample highlights skills in providing technical support, troubleshooting IT issues, and ensuring user satisfaction with IT systems.
YOUR NAME
Help Desk Analyst
Professional Summary
Write a concise summary (3-4 sentences) detailing your years of help desk/IT support experience, key technical skills (e.g., operating systems, hardware/software troubleshooting, remote support, ticketing systems like Zendesk/JIRA), customer service orientation, and relevant certifications (e.g., CompTIA A+, ITIL Foundation).
Work Experience
Help Desk Analyst II
Corporate IT Solutions
- Provided technical support to over 300 internal users via phone, email, and in-person, resolving issues related to desktops, laptops, mobile devices, and enterprise applications.
- Achieved an average first-call resolution rate of 80% and consistently met SLA targets for ticket response and resolution.
- Managed user accounts and access rights in Active Directory and Microsoft 365.
- Documented all support interactions and resolutions in ServiceNow, contributing to a growing knowledge base for common issues.
IT Support Intern
Tech Innovators Inc.
- Assisted users with basic troubleshooting of computer hardware, software, and printer issues.
- Logged and tracked support tickets using JIRA Service Desk.
- Helped with new employee onboarding, including setting up workstations and accounts.
- Gained experience in remote support and customer service best practices.
Education
Associate of Science in Computer Support Technology
Dallas College
Skills
Technical Troubleshooting (Hardware, Software, Network), Windows & macOS Operating Systems, Microsoft Office 365 Suite, Active Directory Management, Remote Desktop Support (e.g., TeamViewer, ConnectWise Control), Ticketing Systems (ServiceNow, Zendesk, JIRA), Mobile Device Management (MDM), Customer Service & Communication Skills, Problem Solving & Analytical Skills, Knowledge Base Documentation
References available upon request.
Highlight your certifications (CompTIA A+, Network+, Microsoft).
Quantify your support metrics (tickets resolved, satisfaction rates, resolution times).
Emphasize your problem-solving process and customer service skills.
List specific software and hardware you're proficient in supporting.
Your Help Desk Analyst cover letter should showcase your technical aptitude, your patient and clear communication style, and your commitment to resolving user issues efficiently. Tailor it to the specific technologies the company uses and the support environment described.
Be prepared for technical troubleshooting scenarios (e.g., 'A user can't connect to the internet, what steps do you take?'), questions about how you handle difficult or frustrated users, your experience with specific ticketing systems, and your approach to prioritizing support requests.