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Top 50 Senior Help Desk Analyst Skills

Below we've compiled a list of the most important skills for a Senior Help Desk Analyst. We ranked the top skills based on the percentage of Senior Help Desk Analyst resumes they appeared on. For example, 11.4% of Senior Help Desk Analyst resumes contained Hardware Issues as a skill. Let's find out what skills a Senior Help Desk Analyst actually needs in order to be successful in the workplace.

These are the most important skills for a Senior Help Desk Analyst:

1. Hardware Issues

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high Demand
Here's how Hardware Issues is used in Senior Help Desk Analyst jobs:
  • Provided support to technician for connectivity issues or hardware issues at all retail stores with network cabinets.
  • Troubleshooted, researched, diagnosed, documented, and resolved software and hardware issues.
  • Supported users on a daily basis with related software and hardware issues.
  • Coordinate system and hardware issues with local support and administrators.
  • Utilized manufacture support channels solved software and hardware issues.
  • Provided Tier 1 support to all employees within the organization Phone support regarding computer software or hardware issues.
  • Diagnose and troubleshoot software and hardware issues using pcAnywhere 9.0 & 10.0.

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2. Technical Support

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high Demand
Here's how Technical Support is used in Senior Help Desk Analyst jobs:
  • Provide daily technical support for e-mail, network connectivity, telecommunications, peripheral equipment and systems maintenance.
  • Provided phone-based technical support for internal employees and external customers.
  • Provided technical support for all internal employees for both hardware and software needs related to the Cash logistics industry.
  • Provide senior level technical support for on-line sales transaction system for 350 stores and ten regional distribution centers.
  • Maintained a 24x7 call center/first level technical support center of excellence, supporting hundreds of internal customers.
  • Provide technical support for over 90,000 students, faculty and staff throughout the United States and overseas.
  • Provide technical support for 3000+ users and ensure proper maintenance of workstations, printers, and peripherals.
  • Provide technical support via phone, chat, and e-mail for Ford/Lincoln/Mercury Dealerships and customers.
  • Provided technical support for special events within in the county including the County Board supports.
  • Provided initial technical support in solving personal computer device needs, issues and request.
  • Provided Level II & III technical support via telephone and email for 30,000 employees.
  • Provide technical support/System Administration too small to large companies with various technical issues.
  • Supervised junior staff in all aspects of technical support and special projects.
  • Provide technical support for over 550 retail locations via phone support.
  • Provided high volume technical support to firm users.
  • Provided End-user technical support to IBM employees.
  • Provided on-call network technical support assistances for users.
  • Provided technical support on Ricoh multipurpose printers for contract customers calling the support line to resolve issues with their systems.
  • Provided remote technical support for a functionalized helpdesk with an emphasis on hardware, software, connectivity, and virtual environments.
  • Provided technical support to 15,000 agents via telephone, scanning documents, reimaging pc's and printing issues.

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3. Remote Access

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high Demand
Here's how Remote Access is used in Senior Help Desk Analyst jobs:
  • Supported all firm hardware, software, network connectivity, remote access and over 200 various internal KPMG applications.
  • Resolved issues related to hardware, software, network, security, remote access, and mainframe systems.
  • Supported internal LAN/WAN configuration, router configuration, printer access, and remote access.
  • Trained staff in new remote access procedures and provided subsequent refreshers.
  • Served as a second level Remote Access technician.
  • Provide exceptional customer service and technical support to 780 Vitamin Shoppe Retailers through remote access, the phones and onsite visits.
  • Traveled to Letterkenny, Ireland to train in remote access and password resets for transitioning job responsibilities.
  • Aided in the installation of Citrix software for remote access to the MHS network.
  • Provide remote access support for Citrix, F5, and wireless networks.
  • Provided Remote access and VPN support and Citrix.

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4. Desk Support

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high Demand
Here's how Desk Support is used in Senior Help Desk Analyst jobs:
  • Selected by a staffing solutions provider to assume responsibility for help desk support for Schering-Plough company.
  • Provided computer help desk support via telephone communications with end-users.
  • Participated in strategies for Help Desk support for all deployments of projects released by Kellogg's IT Departments for smooth deployments.
  • Help Desk Lead - Contractor Supervise four representatives on a help desk supporting over 2000 users.
  • Provided help desk support for Manpower branch offices on Windows, AS/400, and Meridian PBX.
  • Provided computer phone and hands-on help desk support and technical training on hardware/software to end users.
  • Provide senior help desk support to end-users for applications, and hardware..
  • Provided telephone help desk support for medical office billing and management program.
  • Created, monitored and maintained call logs using Remedy Help Desk Support.
  • Provided level 1 help desk support for KPMG employees and clients.
  • Managed and supervised help desk support for small LAN.
  • Provide nationwide help desk support to GSA vendors.
  • Provided 24x7 help desk support via pager.
  • Provided Help Desk Support for users using Office 97, 2000, 2003 and Windows 98, 2000, XP platform.
  • Project Two Provide Level 1 & 2 Help Desk Support for 12 accounts (some with security clearance).
  • Project One Provide Level 1 & 2 Help Desk Support.
  • Help Desk supported [ ] base.

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1 Desk Support Jobs

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5. Network Printers

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high Demand
Here's how Network Printers is used in Senior Help Desk Analyst jobs:
  • Clear Print Queues, map share drives and network printers, install software, remote support.
  • Install and configure Local Printers and Network Printers.
  • Assigned Customer First tickets to other departments as required Provided support for local and network printers.

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6. Active Directory

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high Demand
Here's how Active Directory is used in Senior Help Desk Analyst jobs:
  • Provided Active Directory and Group Policy support for local and global IT infrastructures supporting 1,000+ employees throughout the U.S. and overseas.
  • Create, delete and maintain new and existing user profiles and accounts in Active Directory and Microsoft Exchange.
  • Rejoin computers to the domain and move the computer accounts to the proper Organizational Units in Active Directory.
  • Create computer and laptop accounts, as well as unlocking and resetting network accounts via Active Directory.
  • Utilized ActiveRoles to perform Active Directory account management through password reset and GPO assignment.
  • Used Active Directory for moving/adding/changing users on the NAVFAC Domain and the Exchange servers.
  • Collaborated with Active Directory to assist with managing and updating users' accounts.
  • Perform Active Directory password reset, re-synchronize tokens, and grant administrator rights.
  • Used BES and Active Directory for configuring users in the NAVFACHQ BlackBerry community.
  • Processed new hire request via Active Directory: Account creation/share drive access/deletions.
  • Managed users' LAN accounts through active directory and user manager system.
  • Assist with User account management in Active Directory by resetting passwords.
  • Add and remove workstations from the active directory and manage domain access
  • Create new user's security in Active Directory and multiple applications.
  • Created and maintained employees Active directory and MS Exchange accounts.
  • Granted permissions and reset passwords via Active Directory.
  • Utilized Active Directory to unlock and change passwords.
  • Managed user and group security in Active Directory.
  • Create, edit, and disable the following account types: Windows domain accounts and Group membership utilizing Active Directory.
  • Provided phone and desk side support in health care environment Administered Active Directory Served as escalation point for help desk

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7. Windows XP

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high Demand
Here's how Windows XP is used in Senior Help Desk Analyst jobs:
  • Provided top-tier technical support for hardware and software issues for workstations with Windows XP/Vista/7/8+, as well as some Macintosh support.
  • Provide support for firm-specific applications, Windows XP, MS Outlook and MS Exchange., Blackberries and other peripheral devices.
  • Provided telephone support for 10,000+ local and 300+ remote users with Windows XP and 2000 operating system workstations.
  • Provide desktop support for 50-75 users in a Windows XP Professional/Windows Server 2003 environment.
  • Support and knowledge of Windows XP, Windows Vista, And Windows 7.
  • Help support migration team in migrating computers from Windows 2000 to Windows XP.
  • Assisted with Windows XP to Windows 7 migration remotely to Spanish speaking countries.
  • Support for Windows XP and Windows Vista in an enterprise environment.
  • Migrated roughly 225 users from Windows XP to Windows 7.
  • Assisted in migration from Windows XP to Windows 7.
  • Support operating systems Windows 7 and Windows XP Professional.
  • Migrated computer systems from Windows 98 to Windows XP.
  • Supported Windows XP, Windows 2000, and Windows NT, Lotus Notes, and Microsoft Office 2003.
  • Supported Windows XP, Windows 2000, MS Exchange Server, and Microsoft Office 2003.
  • Configured and supported Windows XP, Microsoft Office XP and Siebel (product tracking system).
  • Supported Windows XP, Office XP/Vista/Office 2007, handheld devices.
  • Provide PC Support, Winnt, Windows2000, and Windows XP, MS Exchange support including various Microsoft and pc applications.

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8. Phone Calls

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high Demand
Here's how Phone Calls is used in Senior Help Desk Analyst jobs:
  • Answer and respond to emergency after-hour phone calls for DoD users at all sites during non-business hours, as needed.
  • Respond to telephone calls, emails and personnel requests for technical support.
  • Received up to 60 phone calls and instant messaging requests a day.
  • Ensured customer satisfaction through follow up phone calls and surveys.
  • Handled inbound phone calls, emails, and tickets.
  • Updated clients via email or phone calls
  • Researched, resolved, and responded to questions received via telephone calls, letters, and callbacks in a timely manner.
  • Received and resolved trouble calls through system support communications to include telephone calls, voicemail and e-mail.

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9. VPN

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high Demand
Here's how VPN is used in Senior Help Desk Analyst jobs:
  • Supported SecurID and VPN connectivity/access issues for various telecommuters and field personnel.
  • Supported remote users (teleworkers / home networks) using several VPN client software packages such as RSA Token and PGP.
  • Assisted users in configuring their VPN clients and network settings in order to connect to the domain from various client sites.
  • Supported Field Sales group and remote medical sales representatives for VPN connectivity and various software issues.
  • Diagnosed and resolved VPN network connectivity problems, configured printers and scanners, installed approved software.
  • Assisted end users with hardware, software application, and VPN network connectivity issues via phone.
  • Resolved hardware, software, networking, and VPN issues by using effective troubleshooting methods.
  • Assisted clients with various connectivity issues including LAN, VPN, FTP, and HTTP.
  • Create VPN accounts with Mobile Connect (MCOP) and perform password resets.
  • Initiate, Deploy and support internal and external Cisco VPN clients.
  • Support Virtual Private Network (VPN) using Cisco VPN application.
  • Configure and Troubleshoot access issues for VPN clients.
  • Assisted end users with VPN connectivity/access issues.
  • Assist in the implementation of VPN connectivity at each site; troubleshoot and configure Juniper/Netscreen routers accordingly.
  • Provided users with assistance connecting to Nortel and Cisco VPN while remote to access the KPMG network.
  • Diagnose, escalate, & resolve VPN, RAS, & Citrix connectivity issues.
  • Worked with multiple VPN clients including VSClient and multiple products from Cisco.
  • Contract Position) Provide regional-wide support for all departments via phone and remote VPN desktop, including Executive level.
  • Provided support for remote dial-in products such as Citrix Server, Netifice, and VPN.
  • Supported remote users via VPN, performing admin maintaince on accounts via Citrix.

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10. Troubleshoot

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high Demand
Here's how Troubleshoot is used in Senior Help Desk Analyst jobs:
  • Provided second level support for desktop related issues for the international help desk including troubleshooting hardware/software issues across multiple network domains.
  • Created a database of user support/troubleshooting documentation to support help desk analysts.
  • Provided complex troubleshooting and support utilizing a trouble ticket management system.
  • Provide documentation for projects, testing of applications and software, reporting issues and troubleshoot any problems to determine a solution.
  • Maintain and Troubleshoot Windows PC's, Linux Workstations, and Servers at hospitals that are connected via WAN.
  • Served as an encryption installation specialist for upper level executives and as a first point of contact for troubleshooting.
  • Performed troubleshooting steps via phone to determine hardware problems and provide resolution, usually within the first call.
  • Provided technical support and troubleshooting of system errors either at client sites or remotely.
  • Maintain and Troubleshoot PC and Printer problems, software or hardware related.
  • Create tickets within ITSM, handle technical troubleshooting within an enterprise environment.
  • Assessed the impact and documented the problem and troubleshooting steps performed.
  • Deployed, configured and troubleshoot local and network printer incidents.
  • Lead the Help Desk with troubleshooting new technology.
  • Perform troubleshooting of software and hardware issues.
  • Provide BlackBerry smart phone troubleshooting.
  • Ensured troubleshooting documentation quality by analyzing completed help desk cases and through creating or updating entries in company's online Knowledgebase.
  • Provided high level training and troubleshooting for blackberry to handheld computer connectivity for sales ordering devices to improve sales efficiency.
  • Manage and troubleshoot escalated issues with users associated with applications the helpdesk supports.
  • Provide telephone & email technical support Activated and troubleshooting of blackberries.
  • Support and troubleshooting of Treo and Blackberry issues.

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1 Troubleshoot Jobs

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11. Customer Service

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high Demand
Here's how Customer Service is used in Senior Help Desk Analyst jobs:
  • Provide positive customer service and possess advanced communication, problem solving and technical writing skills.
  • Strengthened client relationships through technical support and quality customer service.
  • Provided excellent customer service and support to medical personnel.
  • Awarded several customer service awards.
  • Provided customer service via telephone.
  • Provided excellent Customer Service via phones, chats and emails for over 35,000 employees, utilizing aux codes appropriately.
  • Provided quality support to IT users, employing a high degree of customer service, technical expertise and timeliness.
  • Resolved customer service and technical issue escalations as requested by Help Desk staff, department management and peers.
  • Manage inbound phone queue to ensure that Help Desk customer service objectives are met or exceeded.
  • Assisted in creation of Help Desk to provide customer service to all corporate branch offices.
  • Provide customer services, answer phone calls, assist with problem escalation to proper contacts.
  • Supported several properties with hands on experience in Customer Service, technical support and knowledge.
  • Received the 2007 Quality Star Award and consecutive monthly awards for best customer service.
  • Provide outstanding customer service support in a professional, patient and understanding manner.
  • Manage areas of E-commerce and customer service, sales and support services.
  • Excel in the areas of administration, customer service, protocol.
  • Participated with the team in re-engineering the Customer Service Help Desk.
  • Recruited to provide customer service for both JP Morgan Chase employees and JPMC customers supporting ATM systems and retailbranch employees.
  • Provide customer service both internally for the company as well as for the Provider community.
  • Provided excellent customer service and IT Support to our internal customers.

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12. Laptops

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high Demand
Here's how Laptops is used in Senior Help Desk Analyst jobs:
  • Designed Mobile LAN Networks and configured laptops allowing new centers to be activated within 24 hours per contract requirements.
  • Configured laptops for and trained many employees to ensure their ability to connect to the Prudential network remotely.
  • Managed a project to ensure over 10,000 laptops met a new compliance mandate designated by IT Security.
  • Assisted in launch of laptops to 10,000 agents and support staff, resulting in greater productivity.
  • Provided all-inclusive support for desktops, laptops, printers, faxes, and thin clients.
  • Diagnosed and resolved hardware and software problems related to desktops, laptops and Blackberries.
  • Tested new hardware for use on laptops that allowed agents to work more productively.
  • Helped support a refreshing of laptops making agents and support staff more efficient.
  • Provision and deploy laptops, desktops, and mobile devices to end users.
  • Deployed desktops and laptops for new users which included utilizing Norton Ghost.
  • Used GFI software to deploy Microsoft patches to desktops and laptops.
  • Set up computers and laptops for new employees and contractors.
  • Configured laptops for remote access and VPN connectivity.
  • Set administrative permissions on PC's and laptops.
  • Implemented Windows 98 on all company laptops.
  • Configure laptops for dial-in access.
  • Install, configure, and troubleshoot Citrix ICA and VPN clients on user workstations and laptops.
  • Reset Hard Tokens, Installed VPN and Citrix software on laptops for remote access.
  • Imaged desktops and laptops with Ghost, encrypted laptops with Symantec software.
  • Learned enterprise software, specifically Salesforce/Veeva and assisted clients with any issues regarding this software for both their laptops and iPads.

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13. Citrix

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high Demand
Here's how Citrix is used in Senior Help Desk Analyst jobs:
  • Maintained and supported Citrix/2X/terminal servers and users accounts.
  • Support Citrix based applications, PeopleSoft applications; IBM mainframe, IBM-POS, and various UNIX based applications.
  • Maintain and troubleshoot networking connectivity issues to printers, desktops and laptops via Citrix Management Console.
  • Set up Wi-Fi, Build application servers Windows 2003, VPN, Citrix admin.
  • Led training initiatives to instruct telecommuters on citrix usage and home equipment set-up.
  • Provide support for company employees having issues with and within Citrix Receiver.
  • Utilized RDP and Citrix for remote server administration.
  • Used Unix and Citrix-based applications.
  • Experience with VMware view technologies, Citrix Administration, SCCM client center, Exchange System Manager, and HP Device Management.
  • Opened tickets using Vantive and supported Active Directory, Citrix, and Microsoft Office Products.
  • Supported Company systems via remote logins, and Citrix connectivity.
  • Supported Bloomberg, Citrix, VPN, Lotus Notes, etc.
  • Support for iOS, Android and Tablets Provided VPN and Citrix Support
  • Exchange, Iron Mountain, Handheld/(Symbol), VPN, Winframe/Citrix).

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14. Lotus Notes

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high Demand
Here's how Lotus Notes is used in Senior Help Desk Analyst jobs:
  • Provide Lotus Notes administration services.
  • Analyzed multiple IBM commercial accounts with complex NT, MVS, Lotus Notes, and adhered to service level agreement goals.
  • Performed Lotus Notes Administration duties to include: installing and configuring workstation client resetting passwords and one on one training.
  • Worked with Lotus Notes Client 7.0.2 and Lotus Domino Administrator to create, support all user email accounts and databases.
  • Provide support for online, download and play, CD/DVD, classroom, and Lotus Notes-based courses and lectures.
  • Worked with the development of technical records using Lotus Notes Technical Database & Heat Call Tracking System.
  • Provided software support for Microsoft Office, Lotus Notes versions 5,6,7, Blackberry and PDA devices.
  • Support all end users Lotus Notes related problems via phone and emailed requests.
  • Monitor and respond to client requests/questions in team mailbox in Lotus Notes.
  • Trained new employees on using Lotus Notes and other basic applications.
  • Worked in a Microsoft Office, Lotus Notes and AS400 environment.
  • Supported Exchange migration to Lotus Notes and Domino server.
  • Place request for Lotus Notes Quick Places.
  • Perform installations of Lotus Notes software.
  • Installed and configured Lotus Notes.
  • Supported Programs: Ghost, iManage, Outlook, WordPerfect, MS Excel, MS Word, Lotus Notes and MetzPhones.
  • Created and terminated accounts for Lotus Notes, Oracle, and Vantive.
  • Provide support for LAN/WAN, SAP, Oracle, Groupwise, Lotus Notes, UNIX, and MS Office.
  • Provided end user support of in-house systems including numerous e-mail software and Lotus Notes.
  • Unlock & Synchronizing user accounts using Novell Netware and Active Directory servers Troubleshoot Lotus Notes & VPN issues.

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15. Setup

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average Demand
Here's how Setup is used in Senior Help Desk Analyst jobs:
  • Maintain, setup, and upgraded clients sonic wall firewall, exchange server, and windows server for various clients.
  • Processed and handled all installations and IT setup configurations for all new employees, both military and civilian.
  • Assist with Audio Visual Events including requirements gathering, setup, and breakdown operation of equipment and troubleshooting.
  • Assist AV Team for audio and visual setup for Board of Directors and CEO meetings.
  • Respond to and carry out new employee setups and changes requests from managers.
  • Configure and setup email for iPhone, iPad and Samsung Galaxy mobile devices.
  • Assisted external clients with the initial setup and accessing the client website.
  • Installed and configured office software on-demand and as part of initial setup.
  • Received, setup and configured new computer hardware for the department.
  • Assisted with local and network printer setup and functionality issues.
  • Configured and setup VPN accounts.
  • Perform work station setup for new employee(s).
  • Assisted with network account and login issues, local and network printer setup and use issues.
  • Performed workstation and system upgrades as requested Setup new workstations, cabling and network systems.
  • Train end-users on how to setup and use new technologies.

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16. Mainframe

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average Demand
Here's how Mainframe is used in Senior Help Desk Analyst jobs:
  • Monitored data flow within Linux Mainframe called Image Manager Database.
  • Provided consultation regarding IBM Technical Publications and mainframe printing systems.
  • Monitored servers and mainframes for connectivity any outages.
  • Provide backup mainframe and application security administration.
  • Utilized Microsoft Office, Lotus Notes Releases 4.6-5.0 Rumba 3270 Mainframe, Rumba AS400, Windows NT Systems Management Server applications.
  • Utilized Hardware Management Console (HMC) to manage and monitor IBM Mainframe systems.
  • Assist with resetting passwords on the Mainframe System - Extra Personal Client 6.1.
  • Direct problem tickets to proper support staff for profile revisions on mainframe applications.
  • Administered user security in Windows, UNIX, and mainframe environments.
  • Provided mainframe technical support prior to formation of help desk.
  • Enabled mainframe ID's and workstations for Extra AS400 Mainframe.
  • Utilized HMC to change parameters and IPL mainframe systems.
  • Provided subject matter expertise in mainframe systems.
  • Provided proper department escalations via Remedy ticketing system Troubleshooting Mainframe user's connectivity, Printers and terminals

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17. LAN

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average Demand
Here's how LAN is used in Senior Help Desk Analyst jobs:
  • Analyzed documentation requirements and provided a documentation plan while proving instrumental in upgrading Frito-Lay's documentation standards.
  • Collaborate with LAN technicians/network administrators to ensure efficient operation of the company's desktop computing environment.
  • Coordinated and executed project and change control communication plans to key end-users.
  • Designed and implemented LAN/WAN networking solution.
  • Configured switches required to exist in their own VLAN directly connected to the Software Deployment Server bypassing the normal traffic flow.
  • Test all changes, documentation and new codes before being release into production, and develop an implementation plan.
  • Monitored systems in multiple environments (24X7) LAN, WAN, SAP, Big Brother and Network.
  • Established an operational LAN Support Team, Architecture, and Implementation Standards, and led all LAN projects.
  • Installed, configured and upgraded existing PC's and printers connected to the Mayor and CityHall LAN/WAN domains.
  • Performed troubleshooting on LAN connectivity issues, utilized UNIX based product to upload/download data for users.
  • Ensured the timely and efficient resolution of help desk/desk top and LAN problems.
  • Perform administration of the corporate phone system, anti-virus and video surveillance systems.
  • Trained team members on additional LAN concepts.
  • Purchased IT equipment for Atlanta Region.
  • Key in set up of LAN and WAN for branch offices.
  • Scheduled support desk coverage, prioritized work, reviewed workflows, and developed short and long range service desk plans.
  • Organized projects and training centers for employees to train on new software Pushed out software to computers using LAN DESK.
  • Supported, maintained, and ultimately terminated existing AT&T Starlan LAN's, LAN Manager.
  • Supported all LAN WAN issues running on a Frame Relay connection.
  • Utilize LANDesk remote control to access systems and provide support.

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18. User Accounts

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average Demand
Here's how User Accounts is used in Senior Help Desk Analyst jobs:
  • Provided networking support, including server administration, managed user accounts and permissions via Active Directory.
  • Configured and managed mainframe applications and user accounts.
  • Administered Active Directory user accounts, group memberships, and aided in the configuration of Group Policy objects across multiple sites.
  • Provided support in the creation, deletion and suspension of profiles and user accounts in FFMS.
  • Oversee administration of user accounts, permissions, and access rights to IPM system.
  • Created user accounts for Cisco VPN (ACE Server) and troubleshot connectivity issues.
  • Set up new user accounts with access using Active Directory and other administrative tools.
  • Created user accounts for clients to access Oracle, Beacon, and Employee Appraiser.
  • Maintained user accounts (New Hires/Terminations) and ensured compliance for SOX auditing.
  • Administer user accounts when notified of new employee or terminated employee.
  • Created and monitored user accounts in Windows 2003 Servers Active Directory.
  • Reset LAN passwords and created new user accounts in Active directory.
  • Utilize Microsoft Active Directory to reset passwords, manage user accounts.
  • Maintained and created user accounts (via Active Directory).
  • Worked with Active Directory to manage user accounts and permissions.
  • Unlock user accounts & reset passwords via Active Directory.
  • Managed and created internal user accounts with Active Directory.
  • Added permissions to user accounts on the server.
  • Manage user accounts and computers in Active Directory.
  • Served as Network Administrator to set up files servers, printer servers, workstations, user accounts and login scripts.

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19. Suite

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average Demand
Here's how Suite is used in Senior Help Desk Analyst jobs:
  • Installed and configured interface applications for data transfer between medical systems and application suite as well as digital dictation system interfaces.
  • Assigned exclusive technician for administrative/executive suite end users.
  • Write company specific user manuals, Instructor for Office 97 suite, Windows 95/NT classes.
  • Identify and seek resolution for software problems related to Microsoft Office Suite.
  • Provided intermediate support for Microsoft Office suite, including Outlook 2013.
  • Provide support with Microsoft Office Suite and installing Add On's.
  • Managed client expectations as it related to the application suite.
  • Install software and hardware device such as Microsoft Office Suite.
  • Planned and carried out site implementation of application suite.
  • Supported users on the Microsoft Office Suite.
  • Trouble shooting of MS Office 2007, 2003 and XP Suite and Outlook.
  • Managed and acted as key contact for software distribution and security maintenance, and application patching utilizing LANDesk Management suite.
  • Applied detailed knowledge of Powerbuilder 6.5 to debug and correct errors occurring in application suite across all nationwide locations.
  • Network support includes remote troubleshooting using Tivoli Suite Software and LAN/E-mail access via Cable modem.
  • Track and maintained Help Desk calls thru Service Now, IT Service Management Suite.
  • Provide support for OS X 10.8 MacBooks and iMacs through the Casper Suite JAMF Software suite.

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20. Level Support

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Here's how Level Support is used in Senior Help Desk Analyst jobs:
  • Provided second level support and training before escalating tickets to management.
  • Escalate to client level support or other support groups all complex problems or issues according to procedures established.
  • Provide second level support for customers by diagnosing, resolving, and escalating incidents to Tier III Specialist.
  • Oversee a team of analyst while providing high-level support to customer inquiries that are elevated by other personnel.
  • Achieved all first-call resolution goals and mentored lower level support technicians to reduce dependency on level two technicians.
  • Refer major hardware or software problems or defective products to the upper level support or desktop technicians.
  • Provided Tier 1&2 Level support to World Bank staff both in HQ and Country Offices.
  • Provided Third level support for Help Desk Personnel Tier 1 and 2, Client Representatives and Clients.
  • Provide advanced first level support of user reported Information Services problems to over 16,000 users.
  • Provide first level support for workstations and applications to local and remote end users.
  • Promoted to serve as senior and technical expert for first level support escalations.
  • Provide first and second level support for over 2000 in-house and remote users.
  • Provided first level support by answering phones and first response to trouble tickets.
  • Provided first level support for internal and external incident calls over multiple platforms.
  • Provided first level support for network software, hardware and printer issues.
  • Provided Second level support to level I Technology support queue and escalations.
  • Logged and resolved all incoming 1st level and 2nd level support calls.
  • Provided clients and internal staff with first an second level support for laptops
  • Acted as first level support for helpdesk analyst's technical questions.
  • Collaborated with second level support team to create an image of a working system to facilitate system corrections and troubleshooting.

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21. End User

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average Demand
Here's how End User is used in Senior Help Desk Analyst jobs:
  • Manage a group of 6 staff that oversee applications and system support, Voice/Data Network Systems, and End User support.
  • Provided level 1 and 2 Help Desk support for around 200 end users in the world's oldest advertising agency.
  • Help desk support via phone for end users and created tickets when assistance form field IT was needed.
  • Provided first level, help desk end user and infrastructure support for 35,000+ internal firm employees, worldwide.
  • Administer moves, additions, changes, and removals for end user devices in the infrastructure.
  • Provide basic training to end users on software and best practices and procedures for our firm.
  • Provide daily phone support for KPMG end users for hardware issues, application support and guidance.
  • Provided support to internal system end users and worked with IT department on problem resolution.
  • Assisted end users with software issues remotely, properly documenting into ticketing system.
  • Communicated with Upper Management/The Customer and or the end user with hourly updates.
  • Resolved issues quickly with website outages, applications and end user downtime.
  • Coordinated all service calls between end user and IM staff.
  • Provided support to end users on a variety of issues.
  • Provided help desk support for corporate and retail end users.
  • Assist end users with Lotus Notes account & configuration difficulties.
  • Supported end users in remotely connecting to the network.
  • Provided second level support to corporate end users.
  • Provided tier one and two support to 5,000+ internal end users through telephone, e-mail and\or onsite in a NOC environment.
  • Provided technical training to end users and helpdesk employees.
  • Provided end user support for all MS Office products, Thin Client Devices, Laser Printers, Citrix Metaframe.

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22. Mac

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average Demand
Here's how Mac is used in Senior Help Desk Analyst jobs:
  • Excelled in resolving customer issues with tact and diplomacy, especially when situations have escalated
  • Specialized in Mac system administration and management.
  • Skilled in proper telephone etiquette and customer service practices, including the ability to handle difficult customers using tact and diplomacy.
  • Provide laptop and software support and training for over 2,500 outside sales representatives of 8 separate Johnson & Johnson Non-Pharmaceutical companies.
  • Planned and executed upgrade applications on Windows and MAC environment, Managed IT Asset Procurement and Inventory tracking.
  • Provided Mac and Windows support including OSX, Windows 2003 Server, XP, Vista and Windows 7.
  • Managed group policy, machine and user accounts within Windows Server 2003 Active Directory.
  • Assist Glaxo Smith Kline pharmaceutical field representatives with troubleshooting a variety of tasks.
  • Provide occasional (limited) MAC support and more frequent iPad Technical Support.
  • Managed Windows and Macintosh software updates for Windows OS and MAC OS X.
  • Schedule client PC office moves / Printer Installations-local & network (IMACS).
  • Configure remedy service center in creating macros for weekly reports on desktop support
  • Designed the user administration process for both Intel and Macintosh platforms.
  • Assisted users with mapping network shares and printers to their machines.
  • Worked with vendors to schedule printer and fax machine repairs.
  • Involved in the support and maintenance of the Macintosh Lab.
  • Command line UNIX work with Mac workstations and servers.
  • Worked at both Merck and Wyeth Pharmaceuticals.
  • Configure PACS X-Ray machines for all company clinics Support users with profile issues within the Citrix Farm environment.
  • Maintained daily helpdesk operations support for nine Pharmaceutical companies with a total of 2600 users.

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23. Knowledge Base

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average Demand
Here's how Knowledge Base is used in Senior Help Desk Analyst jobs:
  • Track issues to resolution updating the internal knowledge base and/or communicating lessons learned with relevant business units.
  • Developed projects for process and quality improvements including updating knowledge based documentation and metric reports
  • Helped create knowledge based entries and updated/searched daily for solutions on possible resolution for customer problems.
  • Created a technical knowledge base for all analyst to follow, and to raise efficiency.
  • Provided training for new analyst as well as documentation for the knowledge base website.
  • Maintained Help Desk knowledge base and trained new technicians specializing in global support.
  • Created procedures and standards for Company Knowledge Base to better support clients.
  • Created and reviewed many additions to the help desk on-line knowledge base.
  • Create technical documentation & revision guides for knowledge bases & client usage.
  • Create Knowledge base documentation and manuals for new acquisitions and applications.
  • Assisted with updating Knowledge Base and creating articles for new issues.
  • Develop and update training procedures, on-line manual and knowledge base.
  • Document and manage help desk work orders and knowledge bases.
  • Developed best-use and troubleshooting knowledge base for new support contracts.
  • Developed and maintained IT&S Knowledge Base.
  • Created knowledge base articles for the team.
  • Create knowledge base articles for future reference.
  • Contributed to a Knowledge Base consistently.
  • Ensured accuracy and integrity of, in addition to created knowledge base scripts utilized daily by Level 1 helpdesk analyst.
  • EXPERIENCE CONT'D * Responsible for managing and maintaining the TI Central Help Desk Knowledge Base.

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24. Software Applications

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average Demand
Here's how Software Applications is used in Senior Help Desk Analyst jobs:
  • Support also included numerous 'in house', and proprietary/specialized software applications.
  • Assessed and resolved various proprietary desktop software applications used within UN.
  • Installed and configured software applications, network connections and electronic mail.
  • Provided extensive telephone and desktop support for various PC software applications on Windows NT workstation platform.
  • Assist users with the use of custom software applications.
  • Reset users' network/application account passwords within Active Directory, Peoplesoft and other software applications.

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25. Desktop

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average Demand
Here's how Desktop is used in Senior Help Desk Analyst jobs:
  • Provided remote desktop support, which included access administration, application installation and configuration, and minor peripheral support.
  • Provide advanced desktop troubleshooting skills related to applications, operating system, and infrastructure.
  • Provided support for approximately 1700 end users in a mixed WYSE terminal/laptop-desktop environment.
  • Conduct desktop deployment/roll-outs and migration.
  • Joined GDF Suez to help with the increasing workload that the Desktop Support Team experiencing due to the company's growth.
  • Mentored other agents on the team and successfully handled escalations from difficult clients as the subject matter expert for desktop operations.
  • Diagnose, troubleshoot and resolve hardware, software and connectivity issues relating to desktops, laptops, servers and peripherals.
  • Participate in Desktop Projects such as department moves, software and hardware upgrades, and other projects as assigned.
  • Maintained desktops and laptops, performing software updates, optimizing system performance, and replacing malfunctioning hardware.
  • Provide desktop support for 600+ users at GE Capital, including 1st and 2nd level network troubleshooting.
  • Assisted 30,000 users in support of 700 applications, which include mainframe and desktop computing environments.
  • Installed, configured, and troubleshot laptops and desktop in a Windows environment.
  • Provide software pushes and install printers using remote desktop & remote assistance.
  • Tested all new trading software before releasing on traders' desktops.
  • Installed and configured market data applications on traders' desktops.
  • Led the conversion of 1200 desktops to Windows XP Professional.
  • Installed in-house software onto Dell desktops and IBM laptops.
  • Supervised the training of 4 Desktop Support technicians.
  • Experience with Remote Desktop and VPN.
  • Maintained hardware support on desktops and servers and at times support on the Avaya phone systems.

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26. Password Resets

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average Demand
Here's how Password Resets is used in Senior Help Desk Analyst jobs:
  • Administrated password resets using Active Directory.
  • Acted as primary person for password resets for Windows and UNIX accounts, along with other corporate-level accounts.
  • Provided staff and user with assistance solving complex computer hardware and software related issues including password resets.
  • Handled difficult help desk problems covering software, hardware, connectivity, network issues and password resets.
  • Support technical and user communities with password resets, create mail databases and accounts.
  • Assist users in various system and application password resets, including data security experience.
  • Administered AD accounts and provided password resets for Active Directory and bank systems.
  • Perform password resets through Active Directory and assist with password recovery.
  • Performed password resets and rejoined users to KPMG domain.
  • Perform password resets, and unlocks.
  • Created and configured client Dialup accounts to include password resets supported for each ISP.
  • Created documentation to train helpdesk analysts Designed workflow improvements for call resolution Performed password resets and minor call resolution

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27. Novell

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average Demand
Here's how Novell is used in Senior Help Desk Analyst jobs:
  • Performed Novell Administration duties to include: creating/deleting accounts, resetting passwords and user account modifications.
  • Coordinated and implemented campus-wide migration form Banyan vines Token Ring to Novell Ethernet environment.
  • Managed and create customer accounts and workstations in Active Directory and Novell Console One using single sign on.
  • Take 100% Case Ownership to provide customer service to 4500+ internal Novell/NT users.
  • Administered Novell and Windows NT servers, performing day-to-day activities.
  • Reset and create Novell accounts for our end users.
  • Resolved mainframe, dial-up connection, broadband, password resets, network connectivity, mapping drivers in a Windows/Novell environment.
  • Maintained and updated all terminations for HBOC McKesson, Kronos, Novell, GroupWise and HP System Administration.
  • Performed Novell Netware 4.11 User Administration and coordinated installation of PC's and Telephones for New Hires.
  • Maintain routine security maintenance of HBOC McKesson, Kronos, GroupWise and Novell Network systems.
  • Determine if outages are server or network based Monitor Novell network accounts through NetWare Admin.
  • Reset passwords for NT, Novell, IBM Advantis, Empire Time and Remedy.
  • Reset Novell and Active Directory accounts, login scripts and granted directory access.
  • Support Novell, Groupwise, Citrix, SAP and Office 2003.

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28. OS

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average Demand
Here's how OS is used in Senior Help Desk Analyst jobs:
  • Provided department assistance with documentation of procedures and cross trained co-workers.
  • Provide support for proprietary applications & Microsoft office.
  • Improved existing training techniques and developed helpful training documents for newly hired personnel and positions new hires in job specific systems.
  • Provided first level phone support to trade floor users to assist where possible and provide a point of immediate escalation.
  • Managed a major upgrade project to convert corporate and franchise stores from an old POS system to a new system.
  • Diagnosed access problems within the user's profiles and refer issues to appropriate group to resolve.
  • Performed live Ad-Hoc requests to change team queues across all project call centers for Workforce Management.
  • Migrate hundreds of online courses across platforms via Lotus Course Management Tool.
  • Performed daily charge uploads for different ancillary departments of the hospital.
  • Diagnosed, troubleshot, and resolved client issues promptly and accurately.
  • Turned around tense situations with irate customers into positive outcomes.
  • Conduct need assessments for site evaluation and quality assurance purposes.
  • Diagnosed and corrected system failures and errors.
  • Maintain daily log using Microsoft Access database.
  • Diagnose problems, recommend and implement solutions.
  • Perform administrative duties in a Microsoft and Cisco centric environment.
  • Continue to resolve normal issues that fall under the job responsibility of the Senior IT Technical Coordinator position.
  • Used ImageX and Symantec Ghost to deploy new workstations.
  • Used Symantec Ghost for deploying new workstations.
  • Handled client concerns ranging from issues with Accounts Payable Oracle databases, to CEOs reporting problems with web server performance.

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29. Unix

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average Demand
Here's how Unix is used in Senior Help Desk Analyst jobs:
  • Provided technical HW/SW support in a UNIX environment (SVR5 for Motorola and DGUX for Data General Processes).
  • Coordinate Moves, Adds, and Changes for UNIX, Windows, hardware and peripherals.
  • Expedite all Server, Unix and Intranet issues informing teams of planned server maintenance.

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30. Voip

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low Demand
Here's how Voip is used in Senior Help Desk Analyst jobs:
  • Perform network configurations, setup and troubleshooting, Cisco router, Star2Star VoIP and Audio Codes VoIP equipment.
  • Coordinated and assisted in the installation of a Cisco VoIP phone system spanning three separate physical locations.
  • Deployed computers, printers, malfunctioned devices, scanners, faxes, VoIP phones and mobiles.
  • Supported Blackberry Enterprise Services, e-Procurement, Microsoft Exchange Server, PBX and VoIP systems.
  • Support and Administration of the 3Com NBX VoIP phone server and phones.
  • Gained exposure with setting up Cisco VoIP ACD telephony as well.
  • Provide customer support for Cisco routers and VoIP equipment.
  • End User account creation to termination, assisted with local Move Add Changes including but not limited to voip equipment.
  • Configured and support on a daily basis of Shortel Voice over IP (VOIP) telephones.
  • Upgraded unit and Division Office phone systems to VoIP using the Shortel phone system.
  • Installed, configured and monitored the Shoretel VOIP telephone and LifeSize and Polycom teleconferencing systems.
  • Installed Cisco ATAs/WAPs/Switches/VoIP phones using Cisco provisioning manager.

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31. Tcp/Ip

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low Demand
Here's how Tcp/Ip is used in Senior Help Desk Analyst jobs:
  • Worked with MCI on various router issues, including TCP/IP field connectivity for mobile users and WAN service connectivity.
  • Know principles of TCP/IP and HTML.

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32. RSA

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low Demand
Here's how RSA is used in Senior Help Desk Analyst jobs:
  • Coordinated and oversaw the daily operations of a team of 20+ personnel assigned to the help desk.
  • Tracked, shipped, and notified customers of RSA Security Token and Encrypted external hard drives.
  • Manage and maintain personal queue using Universal Service Desk (USD).
  • Added/removed users from RSA Server and troubleshot SecurID issues.
  • Unlocked network accounts and RSA Accounts.
  • Managed RSA Secure ID infrastructure.
  • Deployed Company Survey electronically and by hardcopy, oversaw the process of retrieving data and recording client/customer survey results.
  • Direct Cite, Budget, and Reimbursable Project structures).
  • Assisted users with RSA securID card instructions and issues.
  • Project Management Portfolio Included: Oversaw the management and coordination of the update of the 9000+ article enterprise support knowledgebase.
  • Configure Symantec Device Control, SecureLogin using smartcards and RSA tokens for secure environment.

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33. Sharepoint

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low Demand
Here's how Sharepoint is used in Senior Help Desk Analyst jobs:
  • Assisted senior management and staff with establishing classified and non-classified video teleconferencing, VoIP, e-mail accounts, and SharePoint access.
  • Provided support for: SharePoint sites, Hardware, Software, mobile phones, desk phones, security access.
  • Assist users with web based email OWA 0365/Cloud and SharePoint sites.
  • Assist with management of internal SharePoint site.
  • Level II SharePoint admin and support.
  • Designed and implemented current security policy for logging, auditing, administering the company proximity access control using Datawatch using SharePoint.
  • Supported services include SharePoint, SalesLogix, Active Directory, Solar Winds, Exchange, and Websense.
  • Provided support for MS Office Suite of application; [ ] Contributed to technical documentation knowledge base (SharePoint).
  • Managed the cleanup of the IT Knowledgebase in SharePoint.
  • Help with Onboarding new users, Assist with Webex and Sharepoint meeting issues.

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34. Trouble Tickets

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low Demand
Here's how Trouble Tickets is used in Senior Help Desk Analyst jobs:
  • Created trouble tickets and documented troubleshooting procedures using ARS Remedy software.
  • Create, update and triage trouble tickets with Verizon when outages are experienced.
  • Reviewed staff trouble tickets both alone and in concert with desktop technician management.
  • Created and updated trouble tickets through resolution using Remedy Action Request System.
  • Provide timely updates to Trouble Tickets according to Support Center guidelines.
  • Open, track and close second and third level trouble tickets.
  • Handled escalated Help Desk trouble tickets from Tier Level 1.
  • Used Remedy system to create and escalate trouble tickets.
  • Create technology trouble tickets using Remedy and CSERVE.
  • Enter trouble tickets into the remedy system.
  • Create trouble tickets in ticketing system.
  • Maintained trouble tickets in Remedy software.
  • Reviewed trouble tickets for accuracy.
  • Created trouble tickets and updated database with resolutions to hardware/software/networkproblems that clients experienced daily.
  • Respond to service requests and resolve trouble tickets to maximize system uptime.
  • Create and solve trouble tickets using the Altiris ticketing system.
  • Enter trouble tickets into the CA Uniservice center system.

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35. PCS

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low Demand
Here's how PCS is used in Senior Help Desk Analyst jobs:
  • Take part in a Q&A Testing program on PCs and laptops before they are shipped out to the field
  • Support team duties included configuring and installing PCs, upgrading hardware, installing software and assisting in LAN administration.
  • Provided customer support for PCs, mainframe and mid-range calls in a fast-paced, non-routine help desk environment.
  • Assemble PCs from scratch, repairing Apple computers and installing both Windows and OS on various machines.
  • Used Lab models and captured PCs, sent by customers, to resolve problems per escalation.
  • Collaborated with Desktop Support and Server Operations to issue PCs with software and network requirements.
  • Installed and configured NetWare, Windows NT and Windows 95 networks and stand-alone PCs.
  • Assist with upgrading and installing software/hardware for PCs, Macs and devices.
  • Connected to PCs remotely as administrator to resolve technical issues.
  • Assisted with building PCs, recommending product, checking compatibility.
  • Used Norton Ghost as standard to image PCs.
  • Support Dell GX240, GX270, GX280 PCs, DELLX200, D505 laptops, and IBM 300GL PCs.
  • Provided technical telephone support for internal clients in multi-platform environment (PCs, laptops, workstations, servers).
  • Assisted in the procurement and rollout of 3300 PCs.
  • Imaged PCs using Norton Ghost and Altiris.

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36. SQL

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low Demand
Here's how SQL is used in Senior Help Desk Analyst jobs:
  • Configured second server to be used as a staging Web Server with SQL 2008 and Team Foundation Server.
  • Assist in managing SQL database ensuring network connectivity, integrity of data and scheduled tasks are completed.
  • Configured and maintained SQL Servers, deployed to Terminals for Backup solutions for captured data.
  • Installed operating systems, SQL or SBS, configure servers, workstations and networks.
  • Developed Tables and Views in PL/SQL for departments reporting.
  • Developed databases using MS Access and Microsoft SQL.
  • Performed data conversions thru imports/exports using Microsoft SQL Server.
  • Install SQL client onto customer computers and create and maintain databases using sql queries.

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37. Problem Resolution

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low Demand
Here's how Problem Resolution is used in Senior Help Desk Analyst jobs:
  • Required keen communication and expert problem resolution skills in intensely stressful situations.
  • Perform extended second-level research to complete problem resolution and follow-up.
  • Consulted solution base to optimize problem resolution.
  • Logged all calls from customers in ticketing tracking system and documented all actions taken to provide problem resolution.
  • Provide expert mentoring, coaching, and assistance for analysts in hardware and software troubleshooting and problem resolution.
  • Assist Tier 1 and Tier 2 Analysts with problem resolution specifically related to hardware issues.
  • Escalated significant issues as needed to 2nd level support to assist with problem resolution.
  • Performed troubleshooting and problem resolution in a LAN / WAN environment.
  • Coordinated problem resolution with other IS areas as needed.
  • Reviewed POS logs to assist in problem resolution.
  • Advanced analytical problem resolution skills, especially for moderate to complex technical problems spanning multiple applications, protocols, and/or platforms.
  • Coordinate with IT support for problem resolution Trained and developed Junior Help Desk Analysts in incident tracking and resolution
  • Monitored e-Procurement (Ariba) and Legacy systems (MMS/DDA) daily for problem resolution.

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38. SMS

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low Demand
Here's how SMS is used in Senior Help Desk Analyst jobs:
  • Installed and configured software applications remotely using Microsoft SMS.
  • Managed the technical deployment of Windows XP to 900+ end-user computers including the deployment of application packages via SMS 2.0.
  • Use of SMS to update and configure existing desktop/server OS platforms to ensure MS compatibility & functionality.
  • Used Systems Management Server (SMS) to remotely troubleshoot and repair technical and software problems.
  • Monitored peripherals and server errors in SMS.
  • Perform file transfers using SMS.
  • Received SMS tools training- for ADD, CORP and RPD Divisions.
  • Update Lotus Notes R5 to R6 templates Support users and machines remotely using SMS to diagnose and troubleshoot technical problems.

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39. Level Agreements

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low Demand
Here's how Level Agreements is used in Senior Help Desk Analyst jobs:
  • Developed Service Level Agreements and Service Catalogs to increase customer expectations and satisfaction.
  • Authored service level agreements for internal customer base for user/security administration.
  • Monitored production and test environments and service level agreements on an IBM Mainframe.
  • Maintain a high level of compliance to existing Service Level Agreements.
  • Monitored and tracked daily operations including case management and phone call routing to maintain service level agreements (SLAs).
  • Implemented policies and procedures resulting in meeting or surpassing all current Service Level Agreements (SLAs).
  • Ensured Service Level Agreements (SLAs) were met between IT & Business division.
  • Established and maintained Service Level Agreements between client base and the IT Group.

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40. Proprietary Software

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low Demand
Here's how Proprietary Software is used in Senior Help Desk Analyst jobs:
  • Supported proprietary software via front-end VB interface as well as back-end Microsoft Access DB tables.
  • Supported back end proprietary software and office 2007 applications using the Heat ticketing system
  • Provide technical and functional support for KMPG proprietary software.
  • Assist in administration of proprietary software that is running on Solaris 8 and 10 operating systems.
  • ICE) Supported proprietary software for agencies across the U.S.

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41. Internet

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low Demand
Here's how Internet is used in Senior Help Desk Analyst jobs:
  • Supported a variety of common applications, including browser configuration, and internet and intranet connection issues.
  • Diagnose connectivity issues, which may relate to LAN, WAN (Frame Relay), Dial-up, and Internet connectivity.
  • Analyzed and produced reports for customers created from an internet-based claim tracking system to track losses and pinpoint significant risks.
  • Perform desktop upgrades, installs and configurations (Microsoft Office, Adobe Reader, Internet Excel Outlook).
  • Support & configure Outlook, Exchange, and Microsoft Internet Explorer and the entire Office 97 suite.
  • Supported MS Office, Remedy, Internet Explorer 6.0, AS400 Mainframe and VPN remote Access.
  • Provided support for all e-mail issues in Exchange/Outlook, as well as Microsoft Internet Explorer.
  • Assisted users with connecting to the Internet and VPN via both hardwired and wireless networks.
  • Supported MS Word, Excel 2003, 2007and Internet Explorer 6.0.
  • Assisted users setting up Internet web security by installing and updating various anti-virus and spyware utilities.
  • Supervised and oversaw complete computer operations, including network, communications, internetintranet operations and security.
  • Assisted users on Internet web security via installing and updating Internet Explorer, anti-virus and spyware utilities.
  • Provide application support with Internet Browsers, McAfee Recovery, SAP Tools and Maximo.
  • Configured Windows Dialup connections, Microsoft Internet Explorer browser, Outlook Outlook Express, Eudora and Netscape pop3 email.

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42. Powerpoint

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low Demand
Here's how Powerpoint is used in Senior Help Desk Analyst jobs:
  • Assisted agents and support staff working with Microsoft Word, Excel, and PowerPoint to become more productive and profitable.
  • Offered Microsoft Word, Excel, PowerPoint, and Outlook assistance to faculty, colleagues and students.
  • Support Microsoft Office 2010(Word, Excel, Outlook, Access, and PowerPoint).
  • Work in fast paced environment Offer Microsoft Word, Excel, PowerPoint, and Outlook assistance to staff and students.
  • Prepared and conducted training presentations using MS PowerPoint for helpdesk staff.

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43. User Problems

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low Demand
Here's how User Problems is used in Senior Help Desk Analyst jobs:
  • Provided direct customer support while assisting analysts in resolving user problems without dispatching technical support staff when possible.
  • Provide detailed documentation of user problems and call resolutions in the ticketing/case management System.
  • Provided expert and creative solutions to user problems to ensure user satisfaction and productivity.
  • Provide direct customer support: resolving user problems without disruption to development teams, architects.
  • Provide accurate and creative solutions to user problems of moderate nature to ensure use productivity.
  • Act as the highest level of escalation for user problems within the Help Desk.
  • Resolved user problems promptly and courteously within service goals mandated by the IT Department.

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44. Application Support

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low Demand
Here's how Application Support is used in Senior Help Desk Analyst jobs:
  • Documented installation, configuration and troubleshooting procedures for hardware and application support.
  • Provide Hardware/Software support for IBM E-Servers and cash registers including ACE POS software application support.
  • Provide Hardware/Software support for all pharmacies including UNIX based RX Solutions software application support.
  • Assist mangers with GMI application support and provide technical phone support for remote clients.
  • Provided daily IT Infrastructure and application support to end users.
  • Provided mainframe application support using TSO.
  • Responded immediately, established timeframes to all notifications and/or alerts generated from the ITS Help Desk to provide application support.

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45. SLA

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low Demand
Here's how SLA is used in Senior Help Desk Analyst jobs:
  • Acted as a translator between the Business side and a team of Developers to implement client's projects.
  • Worked on multiple help desks with varying responsibilities dependent on client needs and SLA's.
  • Identified client specific needs and translated them into software enhancements for the development group.
  • Monitored team member performance strengthening support process according to SLA best practices.
  • Monitor and maintain SLA goal for the service desk.
  • Tracked service requests, proactively, through life cycle consistently achieving established SLAs which ensured access to HSC clients.
  • Perform onsite support for CAD/CAE workstations, clients, servers, slaves, and backup restore.
  • Experience writing technical documents, which include SOPs, SLAs and KBAs.

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46. Avaya

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low Demand
Here's how Avaya is used in Senior Help Desk Analyst jobs:
  • Monitored call ques and analyst calls through Avaya CMS to find where issues occurred and corrected to meet SLA's.
  • Utilized Help Desk functions to provide assistance to customers via Avaya IP Agent Lotus Notes e-mail and voice mail.
  • Developed documentation to improve the Avaya phone system experience for our customers.
  • Performed all adds/moves/changes for Telecom systems that included Avaya CMS/phone system, voice mail, call accounting, Verint recording.

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47. DNS

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low Demand
Here's how DNS is used in Senior Help Desk Analyst jobs:
  • Installed and configured DHCP, DNS, Dynamic and Static IP's, and WAN/LAN and Wireless networks.
  • Resolved DNS issues and internet portal connections.
  • Configure Proxy, DNS, VPN, PPTP and TCP/IP to connect to NT domain network

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48. Technical Problems

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low Demand
Here's how Technical Problems is used in Senior Help Desk Analyst jobs:
  • Prioritize business impacting issues and communicate with support teams/management; providing proactive assistance in resolving technical problems.
  • Assist customers in resolving technical problems providing guidance regarding software and hardware problems.
  • Act as single point of contact for all trouble calls, technical problems, and information request.
  • Resolve and/or refer more complex technical problems through a defined escalation process.
  • Identified, researched, and resolved technical problems.

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49. Itil

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low Demand
Here's how Itil is used in Senior Help Desk Analyst jobs:
  • Served as analyst for the creation and continuous updating of help desk Level-1 documentation based on ITIL processes.
  • Create new IT accounts from security request based on ITIL and SOX standards.
  • Involved evaluation and selection process of ITIL Help Desk Management and ITSM software.
  • Develop KBASE, QMS and ITIL documentation for team process standards.
  • Created ITIL roadmap to restructure IT support processes and presented it to senior leadership.

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50. As400

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low Demand
Here's how As400 is used in Senior Help Desk Analyst jobs:
  • Supported, trouble shoot, created, and maintained user profiles on Win 2K Server as Admin and AS400.
  • Monitored password maintenance and troubleshooting of LAN, AS400 and UNIX
  • Performed IBM/AS400, HP/UNIX, EMX, VM, Lotus Notes, and mail server backups and recovery planning.

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Senior Help Desk Analyst Jobs

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20 Most Common Skills For A Senior Help Desk Analyst

Hardware Issues

14.6%

Technical Support

9.0%

Remote Access

8.6%

Desk Support

8.6%

Network Printers

7.2%

Active Directory

6.3%

Windows XP

6.0%

Phone Calls

5.1%

VPN

4.9%

Troubleshoot

4.7%

Customer Service

4.2%

Laptops

3.2%

Citrix

2.9%

Lotus Notes

2.5%

Setup

2.3%

Mainframe

2.2%

LAN

2.0%

User Accounts

2.0%

Suite

1.9%

Level Support

1.8%
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Typical Skill-Sets Required For A Senior Help Desk Analyst

Rank Skill
1 Hardware Issues 11.4%
2 Technical Support 7.0%
3 Remote Access 6.7%
4 Desk Support 6.7%
5 Network Printers 5.6%
6 Active Directory 5.0%
7 Windows XP 4.7%
8 Phone Calls 4.0%
9 VPN 3.8%
10 Troubleshoot 3.7%
11 Customer Service 3.3%
12 Laptops 2.5%
13 Citrix 2.3%
14 Lotus Notes 1.9%
15 Setup 1.8%
16 Mainframe 1.8%
17 LAN 1.6%
18 User Accounts 1.6%
19 Suite 1.5%
20 Level Support 1.4%
21 End User 1.4%
22 Mac 1.2%
23 Knowledge Base 1.1%
24 Software Applications 1.1%
25 Desktop 1.0%
26 Password Resets 1.0%
27 Novell 0.9%
28 OS 0.9%
29 Unix 0.9%
30 Voip 0.8%
31 Tcp/Ip 0.8%
32 RSA 0.7%
33 Sharepoint 0.7%
34 Trouble Tickets 0.7%
35 PCS 0.7%
36 SQL 0.6%
37 Problem Resolution 0.6%
38 SMS 0.6%
39 Level Agreements 0.6%
40 Proprietary Software 0.6%
41 Internet 0.5%
42 Powerpoint 0.5%
43 User Problems 0.5%
44 Application Support 0.5%
45 SLA 0.5%
46 Avaya 0.5%
47 DNS 0.4%
48 Technical Problems 0.4%
49 Itil 0.4%
50 As400 0.4%
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