CV / English / Service Desk Analyst
Personal Information
- Name: Emily Carter
- Address: 256 Tech Lane, Cybercity, Netville, 500XX
- Phone: (555) 123-4567
- Email: [email protected]
Summary
A dedicated Service Desk Analyst with over 3 years of experience in IT support, providing high-quality and timely assistance to ensure seamless business operations. Proficient in handling a wide range of technical issues, managing tickets, and improving support processes. Passionate about delivering excellent customer service and leveraging technology to solve problems.
Core Competencies
- Technical Support: Expertise in diagnosing, troubleshooting, and resolving user issues.
- Customer Service: Excellent communication skills and ability to handle users with varying degrees of technical proficiency.
- ITIL Framework: Good understanding and application of ITIL practices for IT service management.
- Problem Solving: Strong analytical skills in identifying the root cause of complex issues.
- Team Collaboration: Experience working in and contributing to a cohesive team environment.
Technologies & Certifications
- Operating Systems: Windows, macOS, Linux
- Software & Tools: Microsoft Office Suite, JIRA, ServiceNow
- Certifications: CompTIA A+, ITIL Foundation
- Others: Basic networking, Active Directory
Professional Experience
Service Desk Analyst | TechSolutions Inc., Netville | Jan 2020 - Present
- Responded to and resolved an average of 30+ technical support tickets per day.
- Improved ticket resolution time by 20% through the implementation of a knowledge base.
- Conducted weekly training sessions for new hires on ticket handling procedures.
IT Support Technician | DigitalWave, Cybercity | Sep 2018 - Dec 2019
- Provided end-user support across various technologies, including software installations and hardware troubleshooting.
- Increased user satisfaction rate by 15% through enhanced communication and service.
- Assisted in the migration of company data to cloud storage, ensuring a smooth transition with minimal downtime.
Education & Training
- Bachelor of Science in Information Technology University of Techville, Netville | Graduated May 2018
- CompTIA A+ Certification | 2019
- ITIL Foundation | 2020
Referees
Available upon request.