Service Desk Analyst Resume

Samantha Gray

North Highlands CA 95660

(916) 987-6543

[email protected]

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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.


Bachelor Degrees in Computer Information Systems

Idaho State University, Pocatello, ID