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Help desk analyst skills for your resume and career

Updated January 8, 2025

5 min read

Quoted experts

Jennifer Richardson Ph.D.,

Anthony Baron

Below we've compiled a list of the most critical help desk analyst skills. We ranked the top skills for help desk analysts based on the percentage of resumes they appeared on. For example, 14.7% of help desk analyst resumes contained customer service as a skill. Continue reading to find out what skills a help desk analyst needs to be successful in the workplace.

15 help desk analyst skills for your resume and career

1. Customer Service

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Here's how help desk analysts use customer service:

Provided excellent customer service to all pharmacies including international stores maintaining a 100% customer satisfaction on returned surveys.
Perform all duties while maintaining exceptional Customer Service, excellent written and oral communication, and a professional attitude

2. Troubleshoot

Troubleshooting is the process of analyzing and fixing any kind of problem in a system or a machine. Troubleshooting is the detailed yet quick search in the system for the main source of an issue and solving it.

Here's how help desk analysts use troubleshoot:

Integrated and troubleshoot network/internet connectivity issues
Provide information and assistance for system hardware/software problems Troubleshoot with complex problem solving, critical thinking and deductive reasoning.

3. Technical Support

Technical support or tech support are the services provided by any hardware or software company to users. They help in solving the technical difficulties the customers face with their products or services. Moreover, the tech support employees maintain, manage, and repair the IT faults. They are also responsible for resolving the network problems, installing and configuring hardware and software.

Here's how help desk analysts use technical support:

Provide on-site and Remote Desktop Computer Technical Support to end-users on a variety of moderate to complex microcomputer technical issues.
Collaborate with other Technical Support Engineers in researching, testing and implementing optimized technical solutions for production users.

4. Phone Calls

Phone calls are a wireless or wired connection made over a telephone or a mobile phone between two people. Two parties are involved in a phone call, the caller and the receiver. A caller dials the number of the one he wants to call, and the recipient hears a bell or a tune to which he picks up the call. The call establishes a connection between them through which they can communicate. The voice is converted into signals and is transmitted through wired or wireless technology.

Here's how help desk analysts use phone calls:

Responded to incoming phone calls, providing initial problem determination and resolution.
Handled incoming telephone calls regarding lottery retailer technical issues with sales terminals.

5. Remote Desktop

Here's how help desk analysts use remote desktop:

Provide assistance for device software updates and synchronization and compatibility issues across Microsoft and Mac OSX operating systems via remote desktop.
General Information Technology support including hardware setup and technical support via remote desktop control.

6. Technical Issues

Here's how help desk analysts use technical issues:

Maintained customer registry file Assisting users to reset their workstation passwords Troubleshooting technical issues over the phone Assisting users downloading new software
Service and troubleshoot customers remotely involving technical issues or questions and provide system administration support to third party vendor clients.

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7. Strong Problem-Solving

Here's how help desk analysts use strong problem-solving:

Commended by superiors for work ethic and strong problem-solving skills.
Exceeded call-handling goals, closing an average of 50 calls daily by utilizing strong problem-solving skills and knowledge base.

8. Help Desk

Here's how help desk analysts use help desk:

Received excellent teamwork award for managing Food and Drug Administration business and functional help desk analysis and investigative research.
Devised processes and procedures that describe how client management will access comprehensive and timely help desk activity information.

9. VPN

A Virtual Private Network, VPN encrypts a device's internet access, activity, and identity through a secure server, making data theft and third-party traceability more difficult, and increasing the privacy and security of public and private networks, the internet, and Wi-Fi hotspots. The VPN is designed to protect one's system and network from being compromised.

Here's how help desk analysts use vpn:

Supported internal customers both locally and remotely using various remote administration tools including setting up and maintaining secure VPN connections.
Supported VPN dial-up/cable/DSL install and configuration.

10. Desk Support

Here's how help desk analysts use desk support:

Provided help desk support over telephone and electronic mail to internal customers of large international corporation.
Provided computer help desk support and technical training on hardware/software via telephone communications with end users.

11. Help-Desk Support

Here's how help desk analysts use help-desk support:

Provided computer help-desk support via telephone communication with end users.
Performed help-desk support using remedy ticket daily.

12. OS

In technical terms, OS stands for "Operating System". It is a software that is used to run programs on the computer. An operating system acts as a link between the user and the hardware components. Windows, macOS, iOS, Linux are examples of an operating system.

Here's how help desk analysts use os:

Provided end users with general understanding of their OS and application operations related to company offered services.
Delegated to initiate data recovery process and applied solutions for advanced OS internal system errors.

13. Remedy

Here's how help desk analysts use remedy:

Provide First Level technical support to users experiencing operational and systems malfunctions, both hardware and software related using Remedy software.
Identified trends and solutions by monitoring automatic call distribution data and searching Remedy problem ticket summary and work logs.

14. Network Printers

Here's how help desk analysts use network printers:

General connectivity issues, and troubleshooting mainframe printer network printer connectivity.
Installed and supported network printers and provided other troubleshooting services.

15. Microsoft Windows

Here's how help desk analysts use microsoft windows:

Resolved technical problems related to Microsoft Windows environments and Microsoft Windows applications, electronic mail, and all other supported items.
Carry out the installation, configuration and troubleshooting of Microsoft Windows workstations and servers in unclassified enterprise network environments.

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What skills help Help Desk Analysts find jobs?

Tell us what job you are looking for, we’ll show you what skills employers want.

What skills stand out on help desk analyst resumes?

Jennifer Richardson Ph.D.

Professor, Purdue University

Always the soft skills - they stand out I think first and foremost regardless of where you are coming from and where you are going to. Without the ability to communicate, collaborate, facilitate, and problem-solve it is tough to succeed in today's environment. Experience is also key no matter the position; without prior experience to demonstrate the skills you are indicating you have trained for it is hard for those doing the hiring to know if you have learned the skills or if you have learned and experienced (or applied) those skills. Students should seek out opportunities to apply their skills while still working through their program. I believe going forward with K-12 educators we will see that those that have training or professional development with teaching at a distance will go a long way. Before COVID-19 hit we were already planning a new offering for virtual instruction licensure, it is now garnering a lot of attention.

What soft skills should all help desk analysts possess?

Anthony Baron

Teaching Assistant, Associate Software Engineer, American University

The main soft skills I would say are needed for Computer Science software engineering are patience, perseverance, creativity, respect, teamwork, and openness to learning and teaching. Programming involves a lot of trial and error, researching, and learning better techniques for solving a problem. Due to this, patience and perseverance to reach the final goal in mind are crucial. When it comes to the learning aspect, there are many languages, frameworks, and libraries, and working with them involves a steeper learning curve than others. On top of this, there are often more elegant ways to program a solution, and many new frameworks and libraries are released throughout the industry. This is where patience and perseverance is also a virtue. Lastly, programming and creating a product are often done in teams, where working together and learning from each other is important.

What hard/technical skills are most important for help desk analysts?

Robert Rucker

Lecturer, Arizona State University

From step 2, knowing a particular technology very well may not match the employer's needs, so there is a real need to articulate principles (the hard part of education). For example:
1. Need to know how to design and implement ( or contribute to) a 'principled' information base (this is a skill my students encounter routinely)
a. Designing an information system requires knowing multiple levels of analysis and synthesis
- I teach the undergrad and graduate levels of database
( I have been teaching' conceptual level modeling --- using Object role modeling ( this is a layer above ER and relational, and has been underappreciated IMO
b. relational level analysis using SQL
implementational level using T-SQL
c. NoSQL using Couchbase and SQL++ and hence the key-value mode of storage
implementation ( SQL + NoSQL seem essential in this world of federated databases !)
d. Of course, there is the underlying substrate of approaching an info task in the first place!
2. For what it's worth, I also teach big data. Again, finding (understanding) and exemplifying the principles underlying the algorithms and data development is crucial.

What help desk analyst skills would you recommend for someone trying to advance their career?

Ranganathan Chandrasekaran

Professor and Director of Graduate Studies, University of Illinois

With remote-working and virtual collaborations becoming routine, more firms are increasing their investments in technology. In my opinion, irrespective of the location, many companies will seek to hire technology professionals.

What type of skills will young help desk analysts need?

Joshua Davis Ph.D.

Lecturer, Carleton College

Studying mathematics is good practice for rigorous thinking and problem solving, which are valued across the workforce. For science and engineering applications, it is often also helpful to have R, Python, Matlab, or another popular programming language. But technical abilities get the graduate-only so far. They need interpersonal communication skills so that they can understand the needs of stakeholders and cooperate with colleagues. For this reason, many faculty at my school emphasize writing, speaking, listening, and teamwork skills.

What technical skills for a help desk analyst stand out to employers?

Chirag Parikh Ph.D.

Computer Engineering Chair, Grand Valley State University

If you ask me, I consider valuable experience over good paycheck. Once you have gained that experience the paycheck will follow. As soon as you are out of college, the knowledge gained is very fresh and raring to go. If put into the right place can enhance your technical skills and you can do wonders.
As a Computer Engineering professor, I would say the job opportunities are tremendous for students out of college as they can venture into hardware field (technical support, hardware engineer, test engineer and much more) as well as software field (software engineer, software developer, software tester and much more). The possibilities are endless.
With COVID and employees working remotely there is still ample opportunity to enhance your technical and interpersonal skills as I believe remote working might stay for a while till things get back to normal.

Do you want to know more?

List of help desk analyst skills to add to your resume

The most important skills for a help desk analyst resume and required skills for a help desk analyst to have include:

Customer Service
Troubleshoot
Technical Support
Phone Calls
Remote Desktop
Technical Issues
Strong Problem-Solving
Help Desk
VPN
Desk Support
Help-Desk Support
OS
Remedy
Network Printers
Microsoft Windows
Remote Troubleshooting
Helpdesk Support

Citrix
Technical Problems
Mac
Computer System
User Accounts
PCS
Software Applications
SLA
Software Issues
Technical Assistance
DNS
Problem Resolution
Customer Support
VMware
Windows XP
SQL
Trouble Tickets

Level Support
Telephone Calls
PowerPoint
POS
Call Tracking
Phone Support
Android
TCP/IP
SharePoint
Windows Server
VoIP
Network Troubleshooting
Workstations
Remote Support
Reset Passwords

Updated January 8, 2025

Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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