Service Desk Support Analyst

Service Desk Support Analysts troubleshoot technical issues, manage service tickets, and provide first-line IT support. This guide offers a resume example, career tips, and essential job insights.

Build Your Service Desk Support Analyst Resume

Service Desk Support Analyst Resume Example

Use this example to learn how to format and structure your Service Desk Support Analyst resume for maximum impact.

Marcus Bennett

Service Desk Support Analyst

[email protected] (312) 555-7845 linkedin.com/in/marcusbennett github.com/marcus-tech

Professional Experience

Service Desk Support Analyst

Dell Technologies

Mar 2020 – Present

  • Resolved an average of 45+ daily service tickets with a 98% satisfaction rating via ServiceNow platform.
  • Diagnosed hardware, software, and network issues across Windows, Mac, and mobile environments.
  • Collaborated with Tier 2 teams to escalate complex incidents, reducing resolution time by 22%.
IT Support Specialist

Blue Cross Blue Shield of Illinois

Jun 2017 – Feb 2020

  • Provided Level 1 and Level 2 support to 2,000+ internal users across multiple departments.
  • Created user training guides and performed onboarding support for new employee IT access.
  • Maintained IT inventory records and managed user provisioning via Active Directory and Okta.

Projects

Automated Password Reset Workflow

Developed and implemented an automated password reset system using PowerShell scripts integrated with ServiceNow. The project reduced password-related ticket volume by 38% and improved user experience across the enterprise.

Skills

Incident Management ServiceNow & Jira Active Directory & Okta Windows/Mac OS Support Remote Troubleshooting Technical Documentation Customer Service

Education

A.A.S. in Information Technology, Harper College, 2017

Certifications

CompTIA A+ Certification – 2017
ITIL Foundation Certificate – 2020

How to Format Your Service Desk Support Analyst Resume

Follow these guidelines to make your resume visually appealing and easy to read by hiring managers in the game industry.

Key Formatting Guidelines

  • Use a clean reverse-chronological layout and highlight IT tools and service platforms.

  • Include metrics for ticket volume, resolution times, or user satisfaction.

  • List technical certifications prominently to boost credibility.

Service Desk Support Analyst Resume Writing Tips

Maximize the impact of your resume with these tips, especially curated for aspiring or experienced Service Desk Support Analysts.

Content Optimization Tips

  • Mention the ticketing platforms and tools you use daily (e.g., ServiceNow, Jira).

  • Quantify your contributions to ticket resolution and system uptime.

  • Emphasize customer-facing skills and communication clarity.

✓ Do's

  • Do include certifications like CompTIA A+ or ITIL Foundation.
  • Do highlight experience supporting multiple systems and OS environments.
  • Do note any automation or process improvement contributions.

✗ Don'ts

  • Don’t omit the number of users or tickets you’ve supported — it adds context.
  • Don’t list only hardware support — show well-rounded knowledge including software and networks.
  • Don’t use vague terms like 'helped fix issues' — be specific about scope and resolution.

Common Service Desk Support Analyst Resume Mistakes

Avoid these frequent mistakes to make your resume stand out and reflect your professionalism.

Mistakes to Avoid

  • Leaving out helpdesk platforms or tools like ServiceNow or Jira.

  • Failing to quantify impact on ticket resolution or service uptime.

  • Neglecting soft skills like empathy and clear communication in user interactions.

Service Desk Support Analyst Salary Information

Service Desk Support Analyst salaries vary based on experience level, certifications, and company size.

Expected Range: $45,000 - $70,000

  • Entry-level (0–2 years): $42,000 – $52,000
  • Mid-level (3–5 years): $53,000 – $63,000
  • Senior-level (6+ years): $64,000 – $75,000+

Service Desk Support Analyst Skill Requirements

Education and Qualifications

  • Associate or Bachelor's degree in Information Technology, Computer Science, or related field

Experience

  • 1–3 years of IT support or helpdesk experience
  • Familiarity with ticketing systems and service delivery frameworks

Certifications

  • CompTIA A+
  • ITIL Foundation

Technical Skills

  • ServiceNow / Jira
  • Windows / macOS / Mobile Support
  • Remote Desktop & VPN Tools
  • Active Directory / Azure AD
  • Ticketing & Escalation Procedures

Soft Skills

  • Communication
  • Problem-Solving
  • Empathy
  • Attention to Detail
  • Team Collaboration

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