General resume template
熊猫简历Service Desk Analyst简历模板，左右结构风格简历模板，支持自定义板块、自定义颜色、AI润色、技能条、荣誉墙、一键更换模板，专业AI辅助一键优化Service Desk Analyst简历内容，仅需5分钟即可拥有一份精美的Service Desk Analyst简历模板，助力你获得「高薪职位」。
Cloud-based editing with real-time save
Formatting stays intact
Best print results
Simple to use and fast to build, with AI optimization
Popular resume picks
More>エステティシャン resume template0 usesEmbedded Linux Software Engineer resume template0 usesDirector of Tax Reporting resume template0 usesMicrobiology Manager resume template0 usesCloud Linux System Administrator resume template0 usesPromotions Coordinator resume template0 usesProduction Engineer resume template0 usesDirector of Validation and Quality Assurance resume template0 usesTechnical Infrastructure Project Manager resume template0 usesEmbedded Test Engineer resume template0 uses
Coco Panda
Transforming expertise into professional impact.Service Desk Analyst
PROFESSIONAL SKILLS
Service Desk & IT Support
Tier 1/Tier 2 SupportIncident ManagementTicket TriageSLA ManagementRemote Troubleshooting
Systems, Platforms & Tools
Windows 10/11Microsoft 365Active DirectoryServiceNowJira Service Management
Hardware, Networking & Security
Laptop ImagingVPN SupportPrinter SupportTCP/IPMFA
EDUCATION
San Antonio College
Information TechnologyTechnical Support
Associate of Applied Science in Information Technology
San Antonio, TXAug 2019 - May 2021
Focused on computer support, networking fundamentals, and systems administration.
PROFESSIONAL SUMMARY
Service Desk Analyst with 4 years of experience supporting enterprise users across Windows, Microsoft 365, Active Directory, VPN, and endpoint environments. Known for resolving high-volume tickets, improving first-call resolution, and documenting repeatable fixes that reduce escalations while maintaining strong customer satisfaction.
PROFESSIONAL EXPERIENCE
Lone Star Health Systems
Austin, TX
HealthcareEnterprise IT
Service Desk Analyst
Sep 2022 - Present
ServiceNowMicrosoft 365
- Resolved 45-60 daily incidents and service requests through ServiceNow, consistently meeting 96% SLA compliance across clinical and corporate users.
- Supported Microsoft 365, Active Directory, MFA, VPN, printers, and Windows endpoints, improving first-contact resolution from 68% to 81%.
- Created 35 knowledge base articles for password resets, Outlook issues, and VPN errors, reducing repeat escalations by 22%.
- Coordinated laptop imaging, asset updates, and onboarding setups for 180 new employees while maintaining accurate inventory records in Intune.
Hill Country Financial Group
San Antonio, TX
Financial ServicesRegulated Environment
IT Support Technician
Jun 2020 - Aug 2022
Tier 1 SupportEndpoint Support
- Delivered Tier 1 support for 600 employees, troubleshooting account lockouts, hardware issues, network connectivity, and business application access.
- Escalated priority incidents with complete diagnostics and impact notes, helping infrastructure teams reduce average resolution time by 18%.
- Performed workstation builds, software installs, peripheral setup, and patch verification for branch offices during scheduled refresh cycles.
- Maintained professional phone, chat, and email support with a 94% customer satisfaction score across monthly post-ticket surveys.
CERTIFICATIONS
CompTIA A+ - CompTIA
Apr 2024
Active credential.
ITIL Foundation Certificate in IT Service Management - ITIL
Aug 2023
Active credential.
Coco Panda
Transforming expertise into professional impact.Service Desk Analyst
PROFESSIONAL SKILLS
Service Desk & IT Support
Tier 1/Tier 2 SupportIncident ManagementTicket TriageSLA ManagementRemote Troubleshooting
Systems, Platforms & Tools
Windows 10/11Microsoft 365Active DirectoryServiceNowJira Service Management
Hardware, Networking & Security
Laptop ImagingVPN SupportPrinter SupportTCP/IPMFA
EDUCATION
San Antonio College
Information TechnologyTechnical Support
Associate of Applied Science in Information Technology
San Antonio, TXAug 2019 - May 2021
Focused on computer support, networking fundamentals, and systems administration.
PROFESSIONAL SUMMARY
Service Desk Analyst with 4 years of experience supporting enterprise users across Windows, Microsoft 365, Active Directory, VPN, and endpoint environments. Known for resolving high-volume tickets, improving first-call resolution, and documenting repeatable fixes that reduce escalations while maintaining strong customer satisfaction.
PROFESSIONAL EXPERIENCE
Lone Star Health Systems
Austin, TX
HealthcareEnterprise IT
Service Desk Analyst
Sep 2022 - Present
ServiceNowMicrosoft 365
- Resolved 45-60 daily incidents and service requests through ServiceNow, consistently meeting 96% SLA compliance across clinical and corporate users.
- Supported Microsoft 365, Active Directory, MFA, VPN, printers, and Windows endpoints, improving first-contact resolution from 68% to 81%.
- Created 35 knowledge base articles for password resets, Outlook issues, and VPN errors, reducing repeat escalations by 22%.
- Coordinated laptop imaging, asset updates, and onboarding setups for 180 new employees while maintaining accurate inventory records in Intune.
Hill Country Financial Group
San Antonio, TX
Financial ServicesRegulated Environment
IT Support Technician
Jun 2020 - Aug 2022
Tier 1 SupportEndpoint Support
- Delivered Tier 1 support for 600 employees, troubleshooting account lockouts, hardware issues, network connectivity, and business application access.
- Escalated priority incidents with complete diagnostics and impact notes, helping infrastructure teams reduce average resolution time by 18%.
- Performed workstation builds, software installs, peripheral setup, and patch verification for branch offices during scheduled refresh cycles.
- Maintained professional phone, chat, and email support with a 94% customer satisfaction score across monthly post-ticket surveys.
CERTIFICATIONS
CompTIA A+ - CompTIA
Apr 2024
Active credential.
ITIL Foundation Certificate in IT Service Management - ITIL
Aug 2023
Active credential.
More resume templates
See more