Overview
IT support analyst roles are one of the most common entry points into technology careers. Every organisation needs someone who can resolve tickets, manage user accounts, and keep systems running. The challenge for graduates is proving they can handle the volume and pressure of a real service desk, not just troubleshoot in a controlled lab environment.
This resume belongs to Freya Henderson, an IT graduate from Northumbria University who completed a year-long placement at an NHS trust. She resolved 1,200+ tickets with a 95% first-contact resolution rate. Her resume works because it demonstrates reliability, volume, and a genuine ability to communicate with non-technical users.
What Makes This Resume Work
Service desk metrics are prominent. 1,200+ tickets resolved and a 95% first-contact resolution rate are exactly the numbers an IT manager looks for. These metrics prove Freya can handle the pace and variety of a busy service desk.
The NHS placement adds credibility. Supporting clinical staff across multiple hospital sites shows Freya can work in a high-stakes environment where IT failures directly affect patient care. The Windows 11 migration and device configuration work demonstrates hands-on technical capability.
Knowledge base contributions show initiative. Writing 8 articles that reduced repeat calls by 20% demonstrates Freya does not just fix problems; she prevents them from recurring. This is a highly valued trait in IT support teams.
Key Takeaways
For IT support roles, your resume should be built around service desk metrics. Count the tickets resolved, the accounts managed, and the devices configured. Include your first-contact resolution rate and any improvements you made to processes or documentation. ITIL Foundation and Microsoft fundamentals certifications are worth getting before you start applying.
