Help Desk Analyst Resume

SUMMARY:

Experienced professional with increasing responsibilities including excellent customer service, business process improvement, team leader, recruiting, supervisory and roles, data analysis and troubleshooting.

TECHNCIAL SKILLS:

BMC Remedy ticket system
Microsoft Office 2013/Office 365
Business Process Improvement Tools
Kaizen Facilitation
Lean Lead for Global Information Systems

PROFESSIONAL EXPERIENCE:

Confidential

Help Desk Analyst

Responsibilities:

Co - developed an IT Service Desk program for an expanding global help desk
Interviewed and hired new agents for IT Service Desk
Trained new agents onsite in U.S, Europe and China
Created process flow mapping and procedural documentation for IT Service Desk
Mentored and coached team members
Efforts resulted in 98%+ customer satisfaction and numerous Excellent Customer Service recognition s for the agents

DATA ANALYSIS/OPERATIONS ANALYST

Confidential

Responsibilities:

Prepared weekly data reports for Global Information Systems GO meeting and Confidential Desk GO meeting
Tracked monthly survey data and reported on trends, anomalies and areas needing improvement
Worked with IT support team leaders to identify problem areas based on survey data
Developed data charts and created Powerpoint presentations on Customer Effort Score data for entire Information Systems organization
Metrics tracked included SLA compliance, customer satisfaction, team ticket data and individual agent ticket data, calls answered/abandoned, first contact resolution and phone data

CUSTOMER SERVICE

Confidential

Responsibilities:

Assisted in creation of customer service and phone etiquette handbook for IT Service Desk
Coached help desk agents to provide world-class customer service
Consistently scored 98%+ in customer satisfaction with IT Service Desk

Confidential, Harrisburg, PA

Operations Analyst

Responsibilities:

Promoted to newly created Help Desk Team Lead position based on exceptional work and exemplary yearly performance reviews.

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