Are you struggling to secure interviews for IT Support Analyst positions despite your technical skills and problem-solving abilities? The IT support field in Australia is increasingly competitive, with employers seeking analysts who can provide exceptional technical support while demonstrating strong communication skills and the ability to work under pressure. Whether you’re transitioning from help desk roles, advancing from technical support positions, or entering the IT field with relevant qualifications, crafting a compelling resume is essential to showcase your technical expertise and customer service excellence.
IT Support Analysts play a crucial role in Australia’s technology-dependent business environment, ensuring smooth operations by resolving technical issues and maintaining system reliability. According to the Australian Computer Society, demand for skilled IT support professionals continues to grow as organisations increasingly rely on complex technology infrastructure and require dedicated specialists to maintain operational efficiency. This comprehensive guide will help you create a powerful IT Support Analyst resume that highlights your technical competencies, problem-solving skills, and commitment to delivering excellent user support experiences.
IT Support Analyst Resume (Text Version)
Sarah Kim
IT Support Analyst
📧 [email protected] | 📞 0489 012 345
🏠 Brisbane, Queensland 4000
💼 linkedin.com/in/sarahkim-itsupport
PROFESSIONAL SUMMARY
Dedicated IT Support Analyst with 5+ years of experience providing technical support and system maintenance across Windows, macOS, and Linux environments. Proven track record of resolving 95%+ of tickets within SLA requirements while maintaining exceptional customer satisfaction ratings above 4.8/5. Expert in troubleshooting hardware/software issues, network connectivity problems, and implementing system upgrades with strong focus on user experience and operational continuity.
PROFESSIONAL EXPERIENCE
Senior IT Support Analyst | Commonwealth Bank of Australia | June 2021 – Present
• Provide Level 2/3 technical support for 2,500+ employees across multiple office locations and remote work environments
• Achieve 96% first-call resolution rate for complex technical issues including network connectivity, application conflicts, and system performance problems
• Lead desktop deployment projects for Windows 11 migration affecting 800+ workstations, completing rollout 2 weeks ahead of schedule
• Mentor junior support staff and develop technical documentation, reducing average training time by 30% and improving team efficiency
• Collaborate with security team on endpoint protection initiatives, contributing to 40% reduction in malware incidents organisation-wide
IT Support Analyst | Qantas Airways | March 2019 – May 2021
• Managed IT service desk operations supporting 3,200+ staff across airports, corporate offices, and maintenance facilities
• Resolved average of 45+ tickets daily including hardware failures, software installation issues, and user account management
• Implemented remote support capabilities during COVID-19 transition, enabling 98% uptime for critical business operations
• Developed PowerShell scripts for automated user provisioning, reducing account creation time from 2 hours to 15 minutes
• Maintained comprehensive asset inventory using ServiceNow, improving hardware tracking accuracy by 85%
Help Desk Technician | Griffith University | August 2016 – February 2019
• Provided frontline technical support for 15,000+ students and 2,000+ staff across multiple campus locations
• Troubleshot diverse technology issues including learning management systems, email configuration, and campus network access
• Achieved consistent customer satisfaction scores above 4.7/5 through patient problem-solving and clear communication
• Assisted with major system upgrades and maintenance windows, ensuring minimal disruption to academic operations
• Created user guides and FAQ documentation, reducing repeat ticket volume by 25%
EDUCATION
Bachelor of Information Technology | Queensland University of Technology | 2016
Certificate IV in Information Technology Support | TAFE Queensland | 2018
Diploma of Network Security | TAFE Queensland | 2020
KEY SKILLS
• Windows/macOS/Linux System Administration • Hardware Troubleshooting & Repair • Network Configuration & Support
• Help Desk & Service Management • Active Directory & Group Policy • Cloud Services (Office 365, Google Workspace)
• Remote Support Technologies • ITIL Service Management • PowerShell & Bash Scripting • Cybersecurity Awareness
• Ticketing Systems (ServiceNow, Jira) • Asset Management • Technical Documentation • User Training & Support
CERTIFICATIONS & PROFESSIONAL DEVELOPMENT
• Microsoft Certified: Modern Desktop Administrator Associate
• CompTIA A+ Certification
• ITIL 4 Foundation
• Cisco Certified Network Associate (CCNA)
• Microsoft 365 Certified: Fundamentals
What is The Best Format for an IT Support Analyst Resume?
The reverse chronological format is the most effective choice for IT Support Analyst resumes, as it clearly demonstrates your technical experience progression and increasing responsibilities in IT support environments. This format allows employers to quickly assess your most recent technical achievements while understanding your professional development journey through various levels of IT support complexity.
Format specifications:
- Font: Use professional fonts such as Arial, Calibri, or Helvetica for optimal readability and clean appearance
- Font size: 11-12pt for body text, 14-16pt for your name, 12-13pt for section headings
- Margins: 1-inch margins on all sides to ensure clean presentation and adequate white space
- File type: Submit as PDF unless the employer specifically requests another format
- Length: 1-2 pages for most IT Support Analysts, with experienced professionals potentially extending to 2 pages
Essential resume sections:
Header: Include your full name, professional title, phone number, professional email address, city/state, and LinkedIn profile URL.
Professional Summary: A compelling 3-4 line overview highlighting your years of IT support experience, key technical competencies, customer satisfaction achievements, and core strengths in technical problem-solving.
Professional Experience: List positions in reverse chronological order, emphasising technical achievements, problem resolution metrics, customer service excellence, and system improvement initiatives.
Education: Include relevant degrees, certifications, and professional development, particularly those related to information technology, computer science, or technical support.
Additional sections: Technical skills, professional certifications, achievements, and relevant training that demonstrate your expertise in IT support and technical problem-solving.
What Experience Should be on Your IT Support Analyst Resume?
Your IT Support Analyst resume should emphasise technical problem-solving achievements, customer service excellence, and system improvement initiatives that demonstrate your ability to maintain operational efficiency while providing exceptional user support. Focus on experiences that showcase your capacity to resolve complex technical issues, work effectively under pressure, and contribute to organisational technology objectives.
Include experiences that showcase:
- Technical problem resolution and troubleshooting success rates
- Customer satisfaction achievements and service quality metrics
- System administration and maintenance responsibilities
- Project participation and technical improvement initiatives
- Documentation creation and knowledge sharing contributions
- Training and mentoring of junior technical staff
Correct Example:
IT Support Analyst | Westpac Banking Corporation | 2020 – Present
• Provide Level 2 technical support for 1,800+ banking staff across retail and corporate divisions, maintaining 94% first-call resolution rate
• Troubleshoot complex issues including trading platform connectivity, security token problems, and specialised banking software configurations
• Manage critical incident response procedures, ensuring average restoration time of 15 minutes for business-critical systems
• Implement automated monitoring solutions using PowerShell scripts, reducing system downtime by 35% and preventing 150+ potential outages
• Lead monthly security awareness training sessions for end users, contributing to 60% reduction in security-related support tickets
Incorrect Example:
IT Worker | Company | 2020 – Present
• Fixed computer problems for employees
• Answered phone calls and emails
• Helped with technical issues
• Worked on different computer systems
• Attended meetings and training
Entry-Level IT Support Analyst Resume Samples (Experience)
For entry-level IT Support Analysts, focus on help desk experience, technical training, internships, and any customer service roles that demonstrate your potential for technical support excellence and professional growth.
Correct Entry-Level Example:
Junior IT Support Analyst | University of Melbourne | Mar 2024 – Present
• Provide frontline technical support for 2,000+ students and staff using ServiceNow ticketing system
• Resolve 30+ technical issues daily including email configuration, software installation, and network connectivity problems
• Achieve 92% customer satisfaction rating through patient problem-solving and clear technical communication
• Participate in after-hours maintenance activities and system deployment projects under senior analyst supervision
• Complete ongoing technical training in Windows Server administration and cybersecurity fundamentals
IT Support Intern | Telstra Corporation | Nov 2023 – Feb 2024
• Assisted senior analysts with desktop support and user account management for corporate office environment
• Gained hands-on experience with Active Directory administration, Group Policy configuration, and software deployment
• Contributed to hardware inventory audit project, improving asset tracking accuracy by 20%
• Observed and participated in incident response procedures and change management processes
Incorrect Entry-Level Example:
New IT Person | Office | 2024 – Present
• Learning about IT support work
• Help people with computer problems
• Use different software and systems
• Attend training sessions
• Work with IT team members
How to Write the Education Section for your IT Support Analyst Resume
The education section is important for IT Support Analyst positions, as it demonstrates your foundational knowledge in information technology, computer systems, and technical problem-solving required for effective support delivery. Australian employers value candidates with relevant qualifications that combine technical expertise with practical support skills and industry knowledge.
Highlight degrees that show your understanding of computer systems, networking, and technology troubleshooting. Include relevant coursework, projects, and academic achievements that demonstrate your technical aptitude and problem-solving abilities. Professional certifications and ongoing education in areas such as system administration, cybersecurity, or specific technology platforms should also be prominently featured.
IT Support Analyst Resume Example (Education)
Bachelor of Information Technology (Systems Administration) | RMIT University | 2019
Distinction Average – Relevant Coursework: Network Administration, System Security, Database Management, Technical Support
Diploma of Information Technology | TAFE Victoria | 2017
Specialisation: Help Desk and User Support
Certificate III in Information Technology | TAFE Victoria | 2016
Continuing Professional Development:
• Microsoft Azure Fundamentals – Microsoft Learn (2023)
• Advanced PowerShell Scripting – LinkedIn Learning (2023)
• Cybersecurity Fundamentals – Australian Cyber Security Centre (2022)
How to Write the Skills Section for your IT Support Analyst Resume
The skills section should demonstrate both your technical competencies and customer service abilities essential for successful IT support performance. Include 12-15 skills that directly relate to IT support work, balancing technical expertise with communication and problem-solving capabilities. Focus on skills that show your ability to diagnose technical problems, provide effective solutions, and maintain high levels of customer satisfaction.
Emphasise skills that demonstrate your proficiency across different technology platforms, your capability to work efficiently under pressure, and your commitment to continuous learning in the rapidly evolving IT landscape.
IT Support Analyst Resume Skills (Hard Skills)
- Windows/macOS/Linux System Administration
- Hardware Troubleshooting & Repair
- Network Configuration & Troubleshooting
- Active Directory & Group Policy Management
- Help Desk Software (ServiceNow, Jira, Zendesk)
- Remote Desktop Support Tools
- PowerShell & Command Line Scripting
- Cloud Services (Office 365, AWS, Azure)
- Antivirus & Security Software Management
- Asset Management & Inventory Systems
IT Support Analyst Resume Skills (Soft Skills)
- Technical Problem Solving
- Customer Service Excellence
- Clear Technical Communication
- Patience & Active Listening
- Time Management & Prioritisation
- Attention to Detail
- Stress Management Under Pressure
- Teamwork & Collaboration
- Adaptability & Continuous Learning
- Documentation & Knowledge Sharing
How to pick the best IT Support Analyst skills:
- Review the job description carefully and identify technical requirements and soft skills mentioned as essential for support success
- Match your technical experience to the most relevant skills, ensuring you can provide specific examples of problem-solving and customer service excellence
- Include both technical and interpersonal skills to demonstrate you can resolve complex issues while maintaining positive user relationships
- Balance system-specific and general skills to show broad technical competency while highlighting expertise in key platforms
- Focus on current and in-demand skills such as cloud technologies, cybersecurity awareness, and modern support methodologies
IT Support Analyst Resume Examples (Skills)
Skills Examples with Accomplishments:
- Technical Troubleshooting: Resolved 98% of Level 1 and Level 2 technical issues within SLA requirements, maintaining average resolution time of 45 minutes for complex problems
- Customer Service: Achieved consistent satisfaction ratings above 4.8/5 through patient problem-solving and clear communication with non-technical users
- System Administration: Managed Active Directory environment for 1,200+ users, implementing group policies that improved security compliance by 40%
- Remote Support: Efficiently supported 300+ remote workers using various tools, maintaining 99.2% availability during business hours
- Documentation: Created comprehensive troubleshooting guides and FAQs, reducing repeat ticket volume by 30% and improving team efficiency
Should I Add Bonus Sections to My IT Support Analyst Resume?
Additional sections can significantly strengthen your IT Support Analyst resume by demonstrating your commitment to professional development and specialised expertise in technical support. These sections are particularly valuable in IT support, where ongoing education, certifications, and technical knowledge are indicators of competency and dedication to service excellence.
Consider including:
Technical Certifications: Industry-recognised credentials such as CompTIA A+, Microsoft certifications, or ITIL qualifications that validate your technical expertise and professional development.
Technical Projects: Personal or professional projects that demonstrate your hands-on experience with specific technologies, scripting, or system improvements.
Professional Memberships: Membership in IT professional organisations or local technology groups that show your engagement with industry best practices and ongoing learning.
Volunteer Technical Support: Community technology support, non-profit IT assistance, or volunteer activities that showcase your commitment to helping others with technology.
Awards & Recognition: Customer service awards, technical achievement recognition, or peer acknowledgments that highlight your excellence in IT support delivery.
IT Support Analyst Resume Examples (Other Sections)
Correct Example:
Technical Certifications:
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• CompTIA A+ Certified IT Technician
• ITIL 4 Foundation Certified
• Cisco Certified Network Associate (CCNA)
Technical Projects:
• Home Lab Environment: Built virtualized testing environment for Windows Server and Linux systems
• PowerShell Automation: Developed scripts for user account provisioning, reducing setup time by 70%
• Network Monitoring: Implemented open-source monitoring solution for small business client
Professional Development:
• Australian Computer Society (ACS) – Professional Member
• Brisbane IT Professionals Network – Active Member
• CompTIA Local Chapter – Volunteer Event Coordinator
Awards & Recognition:
• Employee of the Month – Outstanding Customer Service (March 2023)
• Technical Excellence Award – System Migration Project (2022)
• Peer Recognition – Most Helpful Team Member (2021)
Incorrect Example:
Additional Information:
• Have some IT certifications
• Work on computers at home
• Member of tech groups
• Help people with technology
• Received positive feedback
Additional sections you might consider: Technical blog writing, contribution to open-source projects, relevant language skills for diverse user support, and specialised training in emerging technologies or support methodologies.
How to write an IT Support Analyst Resume Objective or Resume Summary
A compelling professional summary is essential for IT Support Analyst resumes, as it immediately communicates your technical competency and customer service excellence to potential employers. This section should be 3-4 lines that highlight your years of IT support experience, key technical skills, customer satisfaction achievements, and core competencies that make you an effective support professional.
Key elements to include:
- Years of IT support or technical support experience
- Customer satisfaction metrics and service quality achievements
- Technical expertise across key platforms and technologies
- Problem resolution capabilities and troubleshooting strengths
- Professional certifications and ongoing technical development
IT Support Analyst Resume Summary Examples
Correct Example:
Experienced IT Support Analyst with 6+ years of experience providing exceptional technical support across enterprise environments, consistently achieving 96%+ first-call resolution rates and customer satisfaction scores above 4.9/5. Expert in Windows/Linux system administration, network troubleshooting, and cloud services with proven ability to resolve complex technical issues while maintaining positive user relationships. Holds multiple industry certifications including CompTIA A+ and Microsoft 365 Administrator Associate.
Incorrect Example:
Experienced IT professional seeking support analyst position. Good with computers and helping people with technical problems. Strong communication skills and team player who enjoys solving technology issues. Hardworking and reliable person who wants to grow career in IT support and help companies with their technology needs.
For entry-level IT Support Analysts, focus on your technical foundation, customer service aptitude, relevant training, and enthusiasm for helping users resolve technical challenges.
Entry-Level IT Support Analyst Resume Summary Examples
Correct Entry-Level Example:
Motivated IT Support professional with Bachelor of Information Technology and 1+ year of help desk experience, demonstrating strong technical aptitude and exceptional customer service skills. Proven ability to troubleshoot hardware/software issues and provide clear technical guidance to non-technical users, achieving 94% satisfaction ratings during university placement. Eager to leverage CompTIA A+ certification and hands-on experience to deliver outstanding technical support in professional environment.
Incorrect Entry-Level Example:
Recent IT graduate seeking entry-level support analyst position. Studied computers and technology at university. Good with people and want to help solve technical problems. Eager to start career in IT support and learn from experienced professionals. Positive attitude and interested in working with technology.
How to Update Your LinkedIn Profile When Updating Your IT Support Analyst Resume
Maintaining consistency between your resume and LinkedIn profile is important in Australia’s IT support job market, where 76% of IT managers use LinkedIn for talent acquisition and professional networking. When updating your IT Support Analyst resume, ensure your LinkedIn profile reflects the same professional narrative while leveraging the platform’s networking capabilities within the IT and technology communities.
Your LinkedIn profile should complement your resume by providing deeper insights into your technical problem-solving approach, showcasing your continuous learning through technology-focused content, and demonstrating your engagement with Australian IT professionals and technical communities.
LinkedIn Headline Optimisation for IT Support Analysts
Your LinkedIn headline should immediately convey your technical support expertise and specialisation areas, making it easy for IT managers and recruiters to identify your qualifications.
Effective LinkedIn Headlines:
“IT Support Analyst | Windows & Linux Administration | 96% Customer Satisfaction | CompTIA A+ Certified”
“Senior Technical Support Specialist | Help Desk Excellence | Network Troubleshooting | ITIL Certified”
“IT Support Professional | System Administration & User Support | Cloud Services Specialist | Problem Solver”
Ineffective LinkedIn Headlines:
“IT Support Analyst”
“Technical support professional”
“Computer technician looking for opportunities”
LinkedIn Summary vs Resume Summary: Key Differences
Your LinkedIn summary can be more detailed and personal than your resume summary, allowing for 3-4 paragraphs that describe your technical journey and approach to user support. Include specific examples of challenging problems you’ve solved, discuss your passion for helping users overcome technology obstacles, and incorporate keywords that IT managers commonly search for.
Unlike your resume summary, LinkedIn summaries can include your technical philosophy, personal motivation for working in IT support, and calls to action encouraging IT professionals to connect and share technical insights.
Showcasing IT Support Analyst Experience on LinkedIn
LinkedIn allows you to expand on your resume bullet points with detailed descriptions of technical challenges, user support scenarios, and system improvements you’ve implemented. Use this space to showcase specific technical solutions, highlight your approach to complex problem-solving, and demonstrate your expertise in various technology platforms.
Include relevant media such as technical certifications, training completions, system diagrams, or professional photos from technical conferences and training events. This visual content helps establish credibility and shows your commitment to ongoing technical development.
LinkedIn Skills and Endorsements for IT Support Analysts
Prioritise LinkedIn skills that align with current IT support job requirements in Australia. Focus on technical competencies like “Technical Support,” “Windows Administration,” and “Network Troubleshooting” alongside service skills such as “Customer Service” and “Problem Solving.”
Actively seek endorsements from colleagues, supervisors, users you’ve supported, and IT team members who can validate your technical skills and customer service excellence. Consider completing LinkedIn skill assessments for relevant technical areas to display verified competency badges.
LinkedIn Profile Tips for Australian IT Support Analysts
Network with purpose by connecting with Australian IT professionals, joining groups like “Australian Computer Society,” “IT Support Professionals Australia,” and local technology meetups. Engage with content from Australian technology companies and contribute helpful technical tips to community discussions.
Optimise for local IT context by including Australia-specific keywords like “Australian business systems,” “local IT support,” and “enterprise environments.” Many Australian IT managers search for support professionals with specific experience in local technology ecosystems and business requirements.
Share technical knowledge by posting helpful tips, troubleshooting guides, or insights about common technical issues and solutions. This content helps establish your expertise and increases profile visibility among IT professionals seeking knowledgeable technical support colleagues.
Creating an outstanding IT Support Analyst resume requires demonstrating your unique combination of technical expertise and customer service excellence while showcasing your ability to maintain system reliability and user satisfaction. By following this comprehensive guide, you’ll be well-positioned to highlight your technical problem-solving skills and user support capabilities, making you an attractive candidate for leading organisations seeking dedicated IT support professionals.
Ready to advance your IT support career? Enhance your application with a compelling cover letter using our cover letter guide, and explore current opportunities on SEEK and LinkedIn Jobs to find the perfect IT support role that matches your technical skills and service excellence commitment.
