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.
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:
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:
Help Desk Analyst
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.
Help Desk Analyst III
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:
A recent IT graduate, looking for a technical support role to demonstrate my computer and communication skills.
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:
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.
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:
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.
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:
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.
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:
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%.
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