What makes this resume great
This resume is a great example for a Service Desk Analyst because it highlights relevant technical and customer service skills, shows a clear progression in IT support roles, and includes experience with industry-standard tools and processes. The candidate demonstrates hands-on expertise with Windows and macOS, Active Directory, and ticketing systems, all of which are crucial for the role. The education section is directly related to the field, and the work history shows increasing responsibility. The skills section is comprehensive and tailored to the job. The resume is also well-organized and easy to read.
Resume summary examples for Service Desk Analyst
Example #1
Strong Summary
Detail-oriented Service Desk Analyst with 3+ years of experience providing technical support and troubleshooting for enterprise environments. Skilled in Windows OS, macOS, Active Directory, and remote desktop solutions. Proven track record of resolving 95% of tickets within SLA and delivering exceptional customer service.
Weak Summary
I have worked in IT support for a few years and know how to fix computers and help people with their problems.
Example #2
Strong Summary
Experienced IT professional with a strong background in customer service, technical troubleshooting, and ITIL best practices. Adept at managing ticketing systems and knowledge base documentation to improve team efficiency.
Weak Summary
I am good at helping people and know about computers. I have used ticketing systems before.
Example #3
Strong Summary
Service Desk Analyst with a Bachelor’s in Information Technology and hands-on experience supporting users in fast-paced environments. Recognized for clear communication and ability to resolve complex technical issues quickly.
Weak Summary
I studied IT in college and have worked in support roles. I can talk to people and fix things.
Resume achievement examples for Service Desk Analyst
Example #1
Strong Achievement
Resolved over 1,200 technical support tickets annually with a 97% customer satisfaction rating, consistently meeting or exceeding SLA targets.
Weak Achievement
Helped users with their technical issues and made sure they were happy.
Example #2
Strong Achievement
Reduced average ticket resolution time by 30% by streamlining troubleshooting processes and updating knowledge base documentation.
Weak Achievement
Worked on making the support process better for the team.
Example #3
Strong Achievement
Trained and mentored 5 new team members, improving onboarding efficiency and team performance.
Weak Achievement
Helped new team members learn the job.
Essential skills for a Service Desk Analyst
- Customer Service
- Technical Support
- Windows OS
- macOS
- Active Directory
- Ticketing Systems
- Remote Desktop
- Troubleshooting
- ITIL
- Knowledge Base Documentation
Resume best practices
Tailor Your Resume for a Service Desk Analyst
Customize your resume for the specific position you're applying for. Use keywords from the job description and highlight the most relevant experience.
Keep It Concise and Focused
Ideally, your resume should be one page (two if you have extensive experience). Focus on achievements and essential information and avoid fluff.
Use a Clean, Professional Format
Stick to a simple layout with consistent font, spacing, and section headings. Use bullet points for readability. Avoid overly decorative fonts or colors.
Start with a Strong Summary
Write a compelling summary or objective at the top that briefly outlines your background, key skills, and what you bring to being a Service Desk Analyst.
Emphasize Achievements Over Duties
Use bullet points to describe what you accomplished as a Service Desk Analyst, not just what you were responsible for. Include measurable results when possible (e.g., "Increased sales by 25% in six months").
Use Action Verbs
Start bullet points with strong action verbs like "Led," "Developed," "Improved," "Streamlined," to convey impact and ownership.
Highlight Skills and Tools
Create a dedicated skills section that includes technical tools, software, or soft skills relevant to being a Service Desk Analyst (e.g., Excel, Python, CRM systems, leadership, communication).
Include Education and Certifications
List your educational background and any relevant certifications or ongoing courses. Mention GPA if it’s strong (generally above 3.5) and you're early in your career.
Proofread Carefully
Avoid spelling or grammatical errors since they can be deal-breakers. Ask someone else to review your resume or use tools like Grammarly.