IT Support Analyst CV Examples & Writing Guide

This sample is for a 2nd line IT support analyst who started fixing computers at a retail repair counter, worked on a managed service provider (MSP) service desk and now supports about 1,400 users in-house. The name and employers are made up. If you are a 1st line technician or applying for your first helpdesk job, keep the layout and use the personal statements and entry-level section further down.

IT managers and the recruiters who screen for them told us they look for the same four things on a support CV, and they look for them in the personal statement and the first job.

• Scope. How many users and devices, how many sites, in-house or MSP. "Supported end users" could mean 30 people or 3,000. Say the number.
• Ticket numbers. Tickets a day or week, first-contact resolution rate, CSAT, SLA compliance. These come straight out of ServiceNow, Jira, Freshservice or Zendesk; ask your lead for a report.
• The stack. Windows and macOS versions, Active Directory or Entra ID, Microsoft 365 or Google Workspace, Intune, Jamf or SCCM, the ticketing tool, remote tools, VPN, MFA. They match this against what they run.
• Certifications and what you are studying. CompTIA A+ is the baseline for helpdesk roles, Network+ and Security+ show you are moving towards 2nd line or a specialism, and ITIL 4 Foundation appears in many UK service desk adverts. A cert in progress with an exam date counts.

“The first thing I read is the user count and the ticket volume, because that tells me whether the person has worked a real queue. Then I look for Intune, Entra and the ticketing tool. A+ is nice, but a resolution rate with a number behind it is what gets the phone screen.”

Three or four lines: job title and support line, years, scope, your best ticket metrics, the stack, certifications. The entry-level example doubles as an "IT support career objective", but it still leads with what you can do.

Take each duty and add the count, the tool and the result. The words IT managers scan for are resolve, escalate, image, deploy, administer, document, and the names of systems. Seven common IT support CV lines rewritten:

List 12 to 18 skills grouped by type, and name products and versions. "Microsoft Office" and "computer skills" are not skills on an IT CV; "Microsoft 365 admin centre, Exchange Online, Intune" is.

Operating systems, identity and productivity:

• Windows 11 and 10 (imaging, Group Policy, BitLocker), macOS (FileVault, MDM enrolment), basic Linux
• Active Directory (users, groups, OUs, GPO), Entra ID / Azure AD, Okta, MFA (Microsoft Authenticator, Duo)
• Microsoft 365 admin: Exchange Online, Teams, SharePoint, OneDrive, licensing; Google Workspace admin
• Device management: Microsoft Intune and Autopilot, Jamf Pro, SCCM / MECM, Kandji, Mosyle
• Networking basics: TCP/IP, DHCP, DNS, VLANs, Wi-Fi, VPN clients (GlobalProtect, AnyConnect, FortiClient)
• Endpoint security: Microsoft Defender for Endpoint, CrowdStrike, SentinelOne, phishing triage
• Hardware: laptop and desktop repair, docking stations, printers and print servers, AV and conference rooms (Zoom Rooms, Teams Rooms)
• Scripting: PowerShell, Bash, basic Python for automation and reporting

Ticketing, remote and asset tools:

• ITSM and ticketing: ServiceNow, Jira Service Management, Freshservice, Zendesk, ConnectWise Manage, HaloPSA
• Remote support and RMM: BeyondTrust (Bomgar), TeamViewer, Quick Assist, Datto RMM, NinjaOne, ConnectWise Automate
• Deployment and patching: PDQ Deploy, Intune, WSUS, Automox
• Asset and knowledge management: Lansweeper, Snipe-IT, Confluence, IT Glue

The people skills that matter in support are specific: explaining a fix to a nurse or a partner who is already late, writing a ticket note the next technician can act on, and knowing when to escalate. Show them through CSAT scores and knowledge base counts rather than the word "communication".

No certification is legally required for IT support in the UK, but some are expected and a few help you move from 1st to 2nd line. List them with the year, and put the ones the job advert names in your personal statement as well.

• CompTIA A+: the standard entry credential for helpdesk and desktop support. Many job adverts list it as required or preferred. Write "CompTIA A+ (2025)"; it renews every three years.
• CompTIA Network+ and Security+: show you are ready for 2nd line, network or security-leaning work. UK public-sector and defence roles usually care more about security clearance (often SC, which the employer sponsors) than about a specific cert; write "SC cleared" or "willing to undergo SC clearance" if it applies.
• Microsoft: Microsoft 365 Certified: Fundamentals (MS-900) for 1st line; Microsoft 365 Certified: Endpoint Administrator Associate (MD-102) for anyone managing Intune and Windows fleets; Azure Fundamentals (AZ-900) if the environment is cloud-heavy.
• Google IT Support Professional Certificate: accepted by many employers as evidence for a first helpdesk job, especially with A+ alongside it.
• ITIL 4 Foundation: the service-management framework behind incident, request and change processes. Very common in UK service desk adverts, especially in larger organisations, the public sector and MSPs.
• Apple and Jamf: Apple Certified Support Professional (ACSP), Jamf Certified Associate or Tech, for Mac-heavy environments. Service desk certifications from SDI (the Service Desk Institute) are recognised in larger UK service desks.

The service desk is the front door of IT, and managers hire for it constantly. They want proof you can troubleshoot methodically, stay calm with an upset user and document what you did. You can show all three without a paid IT job.

1. 1Get CompTIA A+ or the Google IT Support certificate first, and put it in your header. If the exam is booked, list the date. An IT apprenticeship is the other common UK route in: a Level 3 apprenticeship (for example Information Communications Technician) pays you while you gain 1st line experience and a qualification.
2. 2Build and describe a home lab: a Windows Server domain with Active Directory, a few virtual machines, a pfSense or OPNsense firewall, an Intune trial or a Proxmox host. Two bullets with specifics beat a paragraph about passion for technology.
3. 3Count your informal support: the family and friends you have fixed devices for, the club or church whose Wi-Fi you set up, the small business whose Microsoft 365 you administer. Give numbers (devices, users, tickets handled in a volunteer role).
4. 4Rewrite customer service, retail, call centre or Armed Forces roles around the skills that transfer: calls handled a day, quality scores, de-escalation, following a script or checklist, training colleagues on a system.
5. 5One page. Certifications and education near the top, then projects and home lab, then work history.

One to two pages: one page is enough for 1st line roles and early careers, and two pages are normal in the UK once you have led a team, run large deployments or hold several specialist certifications. No photo, date of birth or marital status. Order: header with certifications abbreviated (A+, Net+, Sec+), personal statement with numbers, experience, skills grouped by type, certifications with years, education. Most organisations with a service desk also use an applicant tracking system (ATS), so mirror the job advert's product names exactly.

• Use the job advert's exact product names: "Microsoft 365" (not Office 365 unless they say so), "Entra ID" or "Azure AD", "Intune", "ServiceNow", "Jira Service Management", "Active Directory", "Windows 11".
• Include the role words they use: "1st line" or "first line", "2nd line", "helpdesk", "service desk", "desktop support", "end-user support", "incident", "service request", "SLA", "first-contact resolution", "ITIL", and "joiners, movers and leavers" (the usual UK phrase for onboarding and offboarding).
• Save as PDF unless the job advert asks for Word. Use standard headings and no tables or text boxes so the parser reads every line.
• Skip "proficient in Microsoft Word and Excel" and "fast learner"; both are red flags to IT managers reading support CVs.

If the job advert mentions on-call, shift work, travel between sites or lifting equipment, say in your personal statement that you have done it or are willing to. Support managers are staffing a rota, not just a seat.