Help Desk Analyst Resume Samples and Writing Guide for 2019

Volen Vulkov Avatar
Volen Vulkov
8 minute read
Updated on 2019-11-18

On the front line of customer support, as a Help Desk Analyst, you keep things ticking behind the scenes.

You enjoy helping people solve problems, and you have the customer service skills to prove it.

As the IT guru of the help desk analyst world, you think on your feet and solve the world’s technical problems.

Now all you have to do is convey that in your resume…

The hiring manager knows there’s a sea of potential employees out there.

What you need to show them is that you have the perfect balance of technical support knowledge and customer service expertise.

Sounds tough?

Don’t worry, we’re here to show you how to construct the perfect help desk analyst resume, that will get you hired before you can say ‘software update’.

Delivering a first-class service at scale is all about learning from customer feedback, data and the results achieved compared to the targets set. IT service desks only get better when they invest in reporting systems, continuous training and personal development.
- Kerry Burgess, Service Desk Assistant Managed, UKN Group,Service Desk Institute

This Help Desk Analyst Resume Guide Will Teach You:

  • 8+ samples and examples of help desk analyst resumes
  • Experiences you need to include to set you apart from the crowd
  • Which “hard skills” and “soft skills” to include
  • How to talk about your achievements, education and certifications
  • Ways to make your resume visually appealing

Your goal is to leave the hiring manager wanting to:

  • Read your whole resume
  • Learn more about you
  • Contact you for an interview
  • Get you onboard to join the team

Help Desk Analyst Resume Samples

Looking for Related Resumes?

How to Write a Help Desk Analyst Resume

As a Help Desk Analyst, you are an essential component to the functionality of a business.

You manage the day-to-day operations of the team, juggling report analysis with systems monitoring.

You provide support, advice and quick solutions to customers.

Your resume should illustrate this.

Help Desk Analyst jobs are technology driven but also require excellent communication skills.

Successful Help Desk Analyst applicants have resumes that combine IT skills with an array of soft skills—we’ll touch on that later.

Include technical skills that show you are qualified and knowledgeable:

  • You can produce Crystal Reports for ticket system databases
  • You can resolve highly technical issues
  • You can administer and support remote access through using tools like Timbuktu Pro and Bomgar
  • You have knowledge of TCP/IP networking and related network services

Here’s What a Client Will Look for in Your Resume:

  • Can you provide technical support and solutions?
  • Are you able to multitask?
  • Do you have excellent verbal and written communication?
  • Do you have strong knowledge of operating systems and networks?

The Most Important Aspects of a Help Desk Analyst Resume:

  • Resume header that stands out
  • Resume summary that heightens interest
  • Resume experience that makes you look like a pro
  • IT and communication skills
  • Qualifications and certifications that show you’re an expert

How to Create a Striking Help Desk Analyst Resume Header

You’ve perhaps underestimated the impact that a great help desk analyst resume header can have.

However, this is your first impression, so make it a good one.

You’re applying to work at an advanced solutions centre as a senior help desk analyst.

Your header initially looks like this:

Ralfh Neumann
Help Desk Analyst
Website/Link
Guildford, Surrey
WRONG

While this states your basic information, it needs a few changes. This is because:

  • It doesn’t tell a story, or set you apart from the hundreds of other candidates
  • You haven’t stated your level of seniority – this might send your application straight to the no pile

With a few minor changes, you can ensure your name is in the yes pile.        

Ralfh Neumann
Help Desk Analyst III
linkedin.com/in/ralfh-neumann-86650/
Guildford, Surrey
RIGHT

This is significantly better, as it:

  • Identifies your seniority and suitability
  • Adding a professional link adds legitimacy to your statements. It can also help demonstrate your well-roundedness

Now we’ve shown you how to make a stellar first impression, let’s make sure your resume is also visually stunning.

How to Choose the Right Layout Your Help Desk Analyst Resume

Your resume layout should be simple, but memorable. It needs to easily convey the essential information, but you can also use this as an opportunity to show your personality.

Don’t be afraid to have some fun with it.

Show the reviewer that you have gone the extra mile.

Here are some interesting layout ideas that go against the grain:

4 Ideas to Make Your Resume Design Memorable

  • Work in some interesting infographics, use graphs for example to represent your skills and experience
  • Use columns to divide your sections, representing your logical approach to work
  • Use an accent colour to highlight important sections of your resume, keeping it bold yet simplistic
  • Use a grid structure to arrange the elements of your resume

Whichever layout you choose, make sure your resume does not appear cluttered, or overshadow the content of your resume.

Advanced IT knowledge is Key on a Help Desk Analyst Resume

As a Help Desk Analyst, your job revolves around the monitoring and maintenance of a company’s computer systems and networks. Your resume should show that you have the knowledge to perform these tasks.

You can show the hiring manager that you have the skills and know-how by:

  • Giving examples of how you have used specific software like Microsoft Windows 7, Outlook, Office 2010 applications, Wyse Thin-client, internal application, and BMC -Track-it, to provide technical support
  • Referencing your implementation and testing of hardware and software
  • Explaining how you investigated, diagnosed and solved computer software and hardware issues

Include these examples in your professional summary and experience section.

We’ll go through them now.

Tell your story in your Help Desk Analyst Resume Summary

A Help Desk Analyst resume should demonstrate that you’re a people person with in-depth IT knowledge.

You thrive in pressurised conditions and have the technical skills to diagnose and resolve computer faults.

In a few sentences, use your summary to demonstrate this.

3 Help Desk Analyst Resume Samples - Summary

Here are some samples of beginner help desk analyst resume summary sections:

Summary
A recent IT graduate, looking for a technical support role to demonstrate my computer and communication skills.
WRONG

This summary does not reflect your suitability for the role. Here’s why:

  • It immediately flags you up as inexperienced
  • It lacks the professionalism that hiring managers are seeking
  • It lacks personality. You should use this section to demonstrate your passion and uniqueness
  • It is not adapted for a ‘help desk analyst’ role, it is too broad. This kind of resume will be overlooked and sent to the ‘no’ pile

Instead, emphasise your strengths and focus on your technical abilities and IT skills:

Summary
Enthusiastic Computer Science graduate, specialising in help desk and technical support with CompTIA certification. Excellent communication and organisation skills and a proven ability to problem solve. Looking for the opportunity to spark my career with XYZ and grow with the company.
RIGHT

This is much better as:

  • While it notes that you are new to the help desk analyst career, it demonstrates your enthusiasm, skillset and speciality
  • Noting your certification assures the employer you have proven technical abilities
  • It also notes your interpersonal skills which are key to the help desk analyst role

This next sample shows summary sections for a more experienced help desk analyst:

Summary
Seasoned help desk analyst with 6+ of experience using IT software to help out users in distress. Resolving complex technical issues every day, I am a hard worker dedicated to every task I undertake.
WRONG

This summary won’t make an employer want to hire you. Here’s why:

  • The language used is basic and unprofessional. It comes across as informal. Stay away from using first person pronouns
  • It does not show a well-rounded individual.
  •  It does not show your ability to multitask or collaborate
  • It is not specific enough. Instead, integrate the programs and software you can use

Alternatively, this summary section example is professional and shows results:

Summary
Highly experienced and amiable Help Desk Analyst with extensive experience in Help Desk software, and CompTIA+ certification. Excellent interpersonal and customer service skills; with an exceptional ability to communicate with users at all levels of proficiency. A skilled problem solver with 5+ years’ experience diagnosing, analysing and resolving hardware and software issues.
RIGHT

This summary is much more professional:

  • It specifies what experience the candidate has
  • It goes into detail about their skillset
  • It uses action language to show confidence and ability
PRO TIPRemember, use your summary as an opportunity to sell yourself to the hiring manager. Confidently express what you have achieved and how you have achieved. This is the place where it’s OKAY to boast. Show how you have been an asset, and how you can be an asset to the company you are applying for. This can be developed in your experience section.

Listing the Right Experience for Your Help Desk Analyst Resume

In your experience section you should highlight your software experience. Also explain your ability to work in a team and communicate effectively.

Make sure to include your technical support skills and high customer satisfaction rate.

Write about results, as well as your collaboration with senior analysts and IT managers.

Zone in on how long you have used certain programs and your level of expertise.

Always seek to set yourself apart from other candidates. What have you achieved that is unique or unusual?

Your help desk analyst resume experience section should highlight a few things:

  • What you have accomplished
  • How you used your software and hardware knowledge to resolve technical issues
  • Your satisfaction rating from customers and businesses
  • Figures and stats as well as anecdotal results

Below are two help desk analyst resume examples, to show you what to do and what not to do:

2 Help Desk Analyst Resume Experience Samples

Experience
Senior Help Desk AnalystI-ELP Enterprises
04/2013 - 09/2018
Rochdale, Manchester
Used technical knowledge to solve problems.
Provided user training.
Answered user questions on the phone and by email.
Multitasked many responsibilities at once to ensure efficiency and productivity.
WRONG

This won’t make employers want to hire you. This is why:

  • The experience listed is conveyed in a passive manner
  • The information provided is basic and minimal
  • It does not list the software and programs you can use

This next example is much better:

Experience
Senior Help Desk AnalystI-ELP Enterprises
04/2013 - 09/2018
Rochdale, Manchester
Supported 120 internal users through email and phone, using excellent communication skills to explain complex technical information in simple ways.
Attained a user satisfaction rating of 9.7/10.00, 12% higher than average, ensuring issues were resolved in a speedy and efficient manner.
Used Zendesk to troubleshoot and solve technical issues, cutting incident callback rate by 22%.
RIGHT

This section is great because:

  • It shows your high customer satisfaction rate
  • It details the scale of the work you were doing
  • Uses specialist software language to describe your duties

When writing your help desk resume, it's important that you alter it each time you apply for a new job. Make sure that you pick the right experiences that relate to that job.

For example, one job might be more customer facing, so emphasise your communication and interpersonal skills. Another job might require specific software experience. So, explain how you for example, made production reports based off Dell KACE Analytics.

Another way to get past Applicant Tracking Systems (ATS) is to work in specific key words from the job description. Bare this in mind when describing the duties of a help desk analyst.

How to Describe the Duties of a Help Desk Analyst  

Throughout writing your help desk resume, consider the duties performed in your role. Listed below are some of those responsibilities:

  • Liaised with third parties and customers to resolve problems and queries
  • Managed support requests coming into the department, and engaged with internal support teams
  • Ran reports to analyse common complaints and problems
  • Diagnosed system errors and other issues
  • Wrote, edited and revised training manuals for new and updated software and hardware
  • Maintained hardware and peripherals
  • Analysed reports on complex data

If you’re just starting off your career, a good way to fill spaces in your resume is to expand upon your education and experience. Employers may even prefer that you haven’t taken the traditional route:

  • Elaborate on modules you took in your undergraduate or high school education
  • Make note of any placements you have undertaken alongside your study. Not only does this give you experience, but it demonstrates your ability to multitask
  • Explain how your previous roles have given you insight and specialism

What to include in your Help Desk Analyst Education Section?

You don’t always need a degree to enter this career, but there are some academic and technical qualifications required when applying.

Some employers will look for an IT related associate or bachelor’s degree. Others only require GCSE’s or a US high school diploma. This can be supplemented by relevant professional certification and accessed through apprenticeships.

Also include any IT or technology placements that you have completed or any related industry placements.

Skills to Include in Your Help Desk Analyst Resume

Quality customer service and user satisfaction are of paramount importance to Help Desk organizations.
- Eric Bloom, Former CIO and Executive Director of the IT Management and Leadership Institute,IT World

You need to show off the right hard skills in your resume.  

Here are some of the top help desk analyst skills clients are seeking today:

Panel:12 Hard Skills to list in your Help Desk Analyst Resume

  • Outlook
  • Microsoft Word
  • Microsoft Excel
  • Zendesk
  • HEAT
  • FreshService
  • Powershell
  • Bash
  • Crystal Reports
  • Timbuktu Pro
  • Bomgar
  • TCP/IP

Hiring managers also want to know if you have the “Soft Skills’ for the job. These include the following:

8 Top Soft Skills to include in your Help Desk Analyst Resume

  • Excellent verbal and written communication skills
  • Multitasking
  • Problem solving skills
  • Analytical thinking
  • Organisational skills
  • Customer service skills
  • Concentration under pressure
  • Ability to work in a team

Integrate your skills into your experience section to round off your resume.

Certifications to include on Your Resume

Certifications are essential for enriching a help desk analyst resume. Especially if you haven’t taken the traditional academic route.

Help desk analyst certifications show that you have formal training and will be able to find solutions to technical issues when required.

Troubleshooting? Sorted. Diagnosing software problems? You got it. Remote assist? Easy Peasy.

Below are some help desk analyst certifications you could include on your resume:

That’s how to create an outstanding Help Desk Analyst resume

Remember, the following things are essential to include within your help desk analyst resume:

  • Choose a design that is bold and eye catching
  • Introduce yourself with a header and summary that are insightful and informative
  • Write about work experience that is results driven and customer service orientated. Do this by using key words from the job description
  • Show the perfect balance of IT and technical skills and interpersonal skills
  • List all of your relevant certifications that show you have your finger on the pulse when it comes to new programs and software

     

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