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Service desk analyst skills for your resume and career

Updated January 8, 2025
5 min read
Quoted expert
Hoyet Hemphill Ph.D.
Service desk analyst example skills
Below we've compiled a list of the most critical service desk analyst skills. We ranked the top skills for service desk analysts based on the percentage of resumes they appeared on. For example, 14.9% of service desk analyst resumes contained service desk as a skill. Continue reading to find out what skills a service desk analyst needs to be successful in the workplace.

15 service desk analyst skills for your resume and career

1. Service Desk

The point of contact between a services provider or enterprise and the end-user is referred to as the services desk. A service desk enables businesses to effectively implement daily internal and external tasks. It also helps enterprises in communicating with their customers and tending to their requests effectively.

Here's how service desk analysts use service desk:
  • Utilized PeopleSoft CRM Service Desk Management counsel to created performance reporting for management which identified agent improvement opportunities & workload balancing.
  • Perform initial screening and interviewing for potential Service Desk analyst positions, ultimately assisting in final selections.

2. 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 service desk analysts use customer service:
  • Investigated and resolved issues maintaining high standards of customer service and implementing continuous improvement strategies via key performance indicators and metrics.
  • Receive regular recognition for providing exceptional customer service, including no less than 11 emails from customers complimenting customer service skills.

3. 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 service desk analysts use troubleshoot:
  • Utilized multiple sources of documentation to troubleshoot and support a variety of business applications.
  • Provided access to systems and applications and troubleshoot analysis of security computer products.

4. 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 service desk analysts use technical support:
  • Provided basic to highly complex technical support to resolve wireless carrier activation/setup, configuration, and usability questions for end users.
  • Conducted Tier 1 technical support, problem analysis and issue resolution utilizing verbal and remote troubleshooting and approved troubleshooting procedures.

5. 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 service desk analysts use phone calls:
  • Functioned as a central repository of information for phone calls and emails from staff regarding IT issues and queries.
  • Responded to and processed service requests received via the Remedy work order system, telephone calls, and E-mails.

6. ITIL

Here's how service desk analysts use itil:
  • Created and maintained active directory information and maintained individual access through group membership and complied with security policies and ITIL standards.
  • Remedy ticketing * Administered ITIL Service Operations

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7. Incident Management

Incident management is a set of processes, practices, and solutions designed to restore a damaged service as quickly as possible in an event that could result in the loss or disruption of an organization's operations, services, or functions. The goal of incident management is to maintain and restore normal service operations as quickly as possible and reduce the negative impact on business operations.

Here's how service desk analysts use incident management:
  • Provided incident management for issue identification, diagnosis, troubleshooting, tracking, escalation and resolution for hardware and software issues
  • Log and tracks every customer case using BMC Remedy incident management database, maintain history records and related problem documentation.

8. Remedy

Here's how service desk analysts use remedy:
  • Document issues/resolution in Remedy ticket database
  • Created, modified, resolved and escalated service desk requests in Remedy ticketing system Created and maintained process improvement and procedure documents

9. Citrix

Here's how service desk analysts use citrix:
  • Supported Kelly Service's internet and intranet proprietary business applications in Web and Citrix environments.
  • Diagnosed, investigated and reported operational systems errors using Citrix and ITSM.

10. Desk Support

Here's how service desk analysts use desk support:
  • Developed and directed projects to improve service-desk support capability.
  • Provide first and second level Enterprise Service Desk support by identifying, analyzing, and solving customer reported problems with systems/applications.

11. 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 service desk analysts use vpn:
  • Managed VPN certificates and Active Directory users for a massive international organization.
  • Support all desktop applications, hardware, software, and VPN connections for district managers and family dollar Employees with laptops.

12. Remote Desktop

Here's how service desk analysts use remote desktop:
  • Provided phone and remote desktop support for multiple domestic and international business accounts.
  • Perform remote desktop operations to assess software configuration malfunctions and overall system operation.

13. Customer Support

Here's how service desk analysts use customer support:
  • Analyzed ticketing system and made design recommendations for more efficiency and better customer support.
  • Documented jargon-free troubleshooting help documentation and reduced customer support calls by 30 percent.

14. Excellent Interpersonal

Here's how service desk analysts use excellent interpersonal:
  • Assisted with compliance, risk and legal issues which required excellent interpersonal, analytical, written and verbal skills.

15. 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 service desk analysts use os:
  • Managed OS re-imaging and data recovery for rented equipment.
  • Supported and troubleshot Office365 applications, email accounts in multiple Exchange environments, certificate installation, and Windows OS troubleshooting.
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What skills stand out on service desk analyst resumes?

Hoyet Hemphill Ph.D.

IDT Program Coordinator and Graduate Advisor, Instructional Design and Technology, Western Illinois University

The next K12 job mostly advertised is Technology specialist, and the majority of the skills include knowledge of data visualization tools like google data studio, strong spreadsheet skills. (Google Sheets is preferred.), ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy, excellent communication and analytical skills, knowledge of data analytics, ability to troubleshoot data questions, excellent organizational skills including attention to detail and multi-tasking skills, excellent client-facing and internal communication skills. Duties most seen include interpreting, summarizing, and communicating data analyses to clients, ability to create forms and strategies to help schools efficiently and effectively collect data, download, review, and interpret school-related data from assessment providers, school spreadsheets, and other systems.
The skills required majorly for the curriculum designer position include understanding by design principles for curriculum design, excellent interpersonal and communication skills, excellent writing skills, ability to create effective and fair assessment methods. The duties include collaborating effectively and extensively with internal and external partners, including content and specialty teams to ensure the curriculum is developed in accordance with all articulated quality standards, overseeing the review/feedback process for all subject curriculum, including coordination of teacher review teams, consensus building, conflict resolution, planning, and decision-making, etc.
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Read more about what experts have to say about service desk analyst

List of service desk analyst skills to add to your resume

Service desk analyst skills

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

  • Service Desk
  • Customer Service
  • Troubleshoot
  • Technical Support
  • Phone Calls
  • ITIL
  • Incident Management
  • Remedy
  • Citrix
  • Desk Support
  • VPN
  • Remote Desktop
  • Customer Support
  • Excellent Interpersonal
  • OS
  • Work Ethic
  • Computer System
  • LAN
  • Android
  • Mac
  • Technical Issues
  • Customer Satisfaction
  • Help-Desk Support
  • SCCM
  • Level Support
  • ITSM
  • SharePoint
  • Technical Assistance
  • Technical Problems
  • User Accounts
  • Provide Technical Assistance
  • SLA
  • Strong Analytical
  • VoIP
  • Level Agreements
  • Problem Resolution
  • Call Tracking
  • Windows Server
  • Software Issues
  • PCS
  • Network Printers
  • Remote Support
  • Software Applications
  • Technical Troubleshooting
  • Network Connectivity
  • VMware

Updated January 8, 2025

Zippia Research Team
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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