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3 Help Desk Resume Examples - Here's What Works In 2024

As a help desk specialist, you keep the company up and running by providing technical support. your role is to help both end-users and employees troubleshoot their issues with software or hardware. that is why help-desk professions are so important in any organization. do you want to take your resume to the next level check out this guide. we’ll help you create your own help desk resume with three customizable templates and insightful tips. let’s get started..

Hiring Manager for Help Desk Roles

A help desk is an IT system and the main point of contact between a company and its users. It provides support for both its personnel and customers. Additionally, these systems include self-service resources such as articles and a community channel. They have a contact channel where users can request a help desk analyst to help them solve their issues with products. Employees can also talk to technicians if they need help with setup or networking issues. 

Help desk technicians must be proficient at troubleshooting and networking. These are two main things you should mention in your resume. You should also have excellent communication skills and logical thinking to resolve issues efficiently. 

According to the Bureau of Labor Statistics (BLS), the majority of entry-level computer support specialists have an associate degree in a computer science -related field. However, some employers will hire candidates with only a high-school diploma and relevant IT experience. You can also include relevant certifications in your resume to stand out. 

Most help desks work with support tickets to keep track of the volume of requests and prioritize those with higher urgency. As a help desk specialist, you can work on multiple bulks of tickets with a prioritization approach.

In this guide, we’ll discuss some of the different help desk roles and give you tips on how to optimize your resume. Take a look below to get more insights about each career.

Help Desk Resume Templates

Jump to a template:

  • Help Desk Analyst
  • Help Desk Technician
  • IT Help Desk (Entry Level)

Jump to a resource:

  • Keywords for Help Desk Resumes
  • Action Verbs to Use
  • Writing a Resume Summary
  • Related Administrative Resumes
  • Similar Careers to a Help Desk
  • Help Desk CV Examples

Template 1 of 3: Help Desk Analyst Resume Example

Help desk analysts assist customers and employees with technical support via email or phone calls. They have a customer service role as well as an IT technician. That’s why it is vital to demonstrate outstanding interpersonal skills in your resume. Sometimes you will be talking to people who don’t have a technical background, so you must be patient and explicative.

A help desk analyst that highlights relevant skills

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Tips to help you write your Help Desk Analyst resume in 2024

   demonstrate your knowledge of help desk software..

Most help desk analysts work with specialized software like Jira to optimize operations. This type of software helps technicians with ticket prioritization and automation. Therefore, it is crucial to mention in your resume that you are familiar with these systems.

Demonstrate your knowledge of help desk software. - Help Desk Analyst Resume

   Highlight your technical skills.

Some employers might overlook your educational background if you have the right skills and experience. That’s why it is important to put some effort into this section. Include skills like troubleshooting, networking, customer service, etc. It is vital to focus on your technical competencies.

Highlight your technical skills. - Help Desk Analyst Resume

Skills you can include on your Help Desk Analyst resume

Template 2 of 3: help desk technician resume example.

A help desk technician’s primary goal is to improve customer satisfaction by helping them resolve technical issues with the organization’s product. That’s why your resume should be tailored to the IT industry. They will also assist employees with technical queries. Another relevant help desk technician's responsibility is to educate employees on how to use machinery and software.

A help desk technician resume example that prioritizes work experience

Tips to help you write your Help Desk Technician resume in 2024

   indicate your familiarity with agile principles..

Most help desk technicians work with an Agile approach. This helps them reduce productivity leaks and encourages collaboration among team members and stakeholders. That’s why it is worth mentioning your knowledge of this system in your resume. Technicians who are familiar with Agile principles are generally more efficient.

   Mention your abilities to cooperate with teams.

As we mentioned earlier, help desk technicians often assist employees with technical support, but they must also help them understand how to use software and hardware responsibly. Therefore, collaboration and team work skills are competencies that you must highlight in your resume.

Mention your abilities to cooperate with teams. - Help Desk Technician Resume

Skills you can include on your Help Desk Technician resume

Template 3 of 3: it help desk (entry level) resume example.

Help desk centers usually work in tiers, meaning that technicians have a designated level of complexity with technical support. Some of them handle advanced issues while others focus on basic setup tasks and lower-level troubleshooting. That is precisely the work of an entry-level IT help desk specialist since they don’t have extensive experience on their resume.

A IT help desk (entry-level) resume template that is tailored to the IT industry

Tips to help you write your IT Help Desk (Entry Level) resume in 2024

   include volunteering experience in it..

Having a lack of professional experience in help desk centers doesn’t have to prevent you from applying to this position. You can also include relevant experience in volunteering and internships. These days, this type of on-the-job training has a lot of value in the IT industry.

Include volunteering experience in IT. - IT Help Desk (Entry Level) Resume

   Highlight projects in which you used your transferrable skills.

If you have worked in personal or extracurricular projects where you used your technical support skills, you can mention that in your resume. This is a good idea to demonstrate your value. You can highlight skills from this experience, such as problem-solving and troubleshooting.

Highlight projects in which you used your transferrable skills. - IT Help Desk (Entry Level) Resume

Skills you can include on your IT Help Desk (Entry Level) resume

Action verbs for help desk resumes, skills for help desk resumes.

As a help desk analyst, you must have a combination of technical support and customer service skills, since you’ll be working with people. You must have analytic thinking, attention to detail, patience, and team working skills. These are traits that you should highlight in your resume.

The skills section is very important for a help desk specialist's resume, so you should spend some research in advance. Try to find related job posts and find opportunities for skills that you can add. This way, your resume has better chances of getting past applicant tracking systems and it’s more relevant for your potential employer. 

  • Technical Support
  • Troubleshooting
  • Active Directory
  • Computer Hardware
  • Help Desk Support
  • Windows Server
  • Customer Service
  • Operating Systems

Service Desk

  • Microsoft Access
  • Printer Support
  • Remote Desktop
  • Software Installation
  • Information Technology
  • System Administration
  • Computer Repair
  • Microsoft Exchange
  • Network Administration
  • Computer Hardware Troubleshooting

Skills Word Cloud For Help Desk Resumes

This word cloud highlights the important keywords that appear on Help Desk job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more 'important' it is.

Top Help Desk Skills and Keywords to Include On Your Resume

How to use these skills?

Action verbs for help desk resumes.

Help desk analysts must possess excellent communication skills and be extremely reliable. To demonstrate this in your resume, it is important to use the right language. You can streamline your resume by adding bullet points to your work history and describing your experience and achievements. 

These bullet points should start with strong action verbs that accurately describe your experience. Action verbs provide trustworthiness and improve readability, so this is an excellent way to impress your potential employer.

  • Streamlined
  • Interpreted
  • Troubleshooted
  • Strengthened

For more related action verbs, visit Customer Service Action Verbs .

For a full list of effective resume action verbs, visit Resume Action Verbs .

How To Write a Resume Summary for a Help Desk Resume

If you're a senior-level employee, or you're changing careers to become a Help Desk, it's useful to add a paragraph at the top of your resume highlighting your most impressive accomplishments. This is called a resume summary. Here's an example of a summary that can be used on a Help Desk resume.
A resume summary is a totally optional section, and in most cases, it's better to leave it out of your resume than include it. For example, if you're a student or mid-level hire, you should not include a summary, and instead use the space to add to your work experience.

How to write a resume summary if you are applying for a Help Desk resume

To learn how to write an effective resume summary for your Help Desk resume, or figure out if you need one, please read Help Desk Resume Summary Examples , or Help Desk Resume Objective Examples .

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Help Desk Resume Guide

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  • Help Desk Analyst Resume Example
  • Help Desk Technician Resume Example
  • IT Help Desk (Entry Level) Resume Example
  • Skills and Keywords to Add
  • All Resume Examples
  • Help Desk Cover Letter
  • Help Desk Interview Guide
  • Explore Alternative and Similar Careers

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help desk resume bullets

I had a clear uptick in responses after using your template. I got many compliments on it from senior hiring staff, and my resume scored way higher when I ran it through ATS resume scanners because it was more readable. Thank you!

help desk resume bullets

Thank you for the checklist! I realized I was making so many mistakes on my resume that I've now fixed. I'm much more confident in my resume now.

help desk resume bullets

  • • Resolved technical issues for over 100 employees, increasing overall productivity by 20%
  • • Implemented new IT systems, increasing system efficiency by 15%
  • • Led a team of 5 junior IT specialists, improving team efficiency by 10%
  • • Resolved technical issues for over 50 employees, ensuring minimal downtime
  • • Assisted in the implementation of new IT systems, reducing system errors by 25%
  • • Collaborated with the IT team to meet quarterly targets, achieving 100% of goals
  • • Supported senior IT specialists in resolving technical issues, contributing to a 10% increase in efficiency
  • • Assisted in managing IT systems for 20 employees, maintaining 100% system uptime
  • • Assisted in the preparation of quarterly IT reports, achieving 95% accuracy

5 Help Desk Resume Examples & Guide for 2024

Customize this resume with ease using our seamless online resume builder.

All resume examples in this guide

help desk resume bullets

Desktop Support

help desk resume bullets

Help Desk Manager

help desk resume bullets

Service Desk Manager

help desk resume bullets

Technical Support Manager

Resume guide, in this guide, you’ll learn, looking for related resumes, how to create a help desk resume that gets you hired, the right way to write a header for a help desk resume, how to make an outstanding experience section for your help desk resume, 18 essential skills to highlight in your help desk resume.

Help Desk resume example

The customer is king.

But as a help desk…

You’re the king of customer service.

Anyone can pick up the phone or respond to an email, but very few can do so efficiently.

Your work extends way beyond solving simple technical problems.

Without you, companies can’t keep up good relationships with their clients. Many businesses would struggle to improve their brand image and keep their loyal customers around.

You help employees from inner departments solve tech issues in a timely fashion. That’s how you allow everyone to be more productive and stay focused on crucial tasks.

Thankfully…

The days of simple FAQ pages and Q&A sections on forums are over.

Companies have understood the full extent of your importance. That explains why headhunters today work hard to recruit the best help desk professionals.

But to land the job you want:

You need an outstanding help desk resume that promotes your worth. And that’s what we’re going to teach you today.

We created this guide to help you make a brilliant resume that stands out and gets results.

We’ll show you how to feature the right skills, experience, and other essential sections to make you shine.

Let’s get started.

  • Why reading the job description is crucial to picking and featuring the right experience and skills on your resume
  • How to structure and format your resume to inspire recruiters and keep them reading
  • Best way to showcase your relevant experience and convince headhunters of your worth
  • Top technical and soft skills to help you master your job duties and excel at customer service
  • Most important additional sections to include if you want to outshine your competition
  • Computer Science Resume
  • Network Engineer Resume
  • Tech Resume
  • IT Project Manager Resume

A help desk resume is your chance to leave a strong first impression on recruiters and make them want you.

It's not just a bunch of details or meaningless words sitting on a page. In reality, it's the portal through which you'll land the job you want at the company of your dreams.

Every detail matters, from the way you structure your resume to the way you write your sentences.

Therefore, you must remain strategic in your approach.

First of all:

You need to pick a proper layout for your resume .

There are lots of options to choose from, but not all of them will fit your background.

Here are your two options:

If you have a rich work history and lots of details to share, a reverse-chronological layout is best. Combine that with a double-column temlplate and you can fit everything within a single page without sacrificing any details.

A single column resume template works great for you if you're just getting started as a help desk. You don't want to leave lots of white space in your resume, so you can structure the information to fill the whole page. You might prefer the funcional resume layout in such case, as it allows you to focus on skills, rather than experience.

You need to be different from everyone else.

Think about it for a second…

The company needs assistance from a professional help desk. They've been looking for an ideal candidate for a while — yet they still haven't hired anyone.

Why do you think is that?

Two reasons:

  • The majority of applicants don't have the right set of experience and skills to compete for the job
  • No one has addressed the hiring company's needs precisely, and most candidates are ego-centric only looking for their own interest

That's where you'll beg to differ and prove yourself deserving of the position.

You'll highlight your unique expertise, most excellent qualities, and career achievements to stand out from the pack. But more importantly, you'll tailor your resume to answer to the company's needs precisely.

This way, you're outperforming everyone in the race and give recruiters a million reasons to hire you.

Best sections for a help desk resume

  • Certifications

What recruiters want to see in a help desk resume

  • The right customer service experience to help you assist clients effectively
  • A solid background in IT and computer science to prove your fitness for the job
  • Quantifiable achievements and work results demonstrated through reliable metrics and precise numbers
  • Eagerness to learn various technical skills quickly and apply the knowledge in practice
  • A set of soft skills including solution-oriented mindset, patience, and interpersonal abilities to allow for flawless communication

The header is a small section sitting at the top of your resume to help you identify yourself.

It only includes personal details - so it shouldn't affect your chances of getting hired.

You want recruiters to remember who you are in a pile of hundreds of resumes. So, this is your chance to hammer your name into their heads.

You must follow the right structure in making your header. You have to feature your key personal details. And you also need to leave away any unnecessary information.

So, where do you begin?

It's simple.

For starters, you only need to include the following information:

  • Email address

Next, you'll work on placing them correctly on the page.

Make your name memorable by using a bigger font and separating it from the rest of the details.

The job title comes underneath your full name but in a smaller font.

Featuring your full address is optional, especially if you live far away from the hiring company's location.

So, adding just the city and state in your address is okay.

LinkedIn is where most headhunters go to publish job postings and find qualified candidates. And the platform presents an opportunity for applicants to showcase their worth beyond a one-page resume.

Featuring a link to your LinkedIn profile is your way of helping recruiters notice you. It allows them to learn more about you before the interview, which is something they're grateful for.

Let's look at a couple of examples:

Recruiters must be sure that you're their best candidate they can hire before choosing you.

They want to see that you have solid experience with customer experience. And they need to be sure of your IT skills and problem-solving abilities.

But how do you prove any of that?

Well… it's quite simple!

Show that you've done it all before.

Craft an experience section that presents your job experience professionally. Then, fill it with details about your career successes and accomplishments.

Here are three golden rules to follow when writing your experience section:

1- List your experience in chronological order.

A perfect experience section must be chronological. That means you should start from the most recent position and continue further down.

You don't need to include every single position you've ever had. So, be careful when choosing what you put in this section.

2- Be specific.

It's more important to show than just tell when talking about your work history.

Headhunters are tired of reading repetitive job tasks over and over again. Every applicant they come across sounds the same with all the generic duties they find on Google.

The key here is to give recruiters what they want to see specifically. And to find that, you must look through the job description .

Make each bullet point you list here counts by mentioning the impact you had in your previous positions.

But more importantly:

Everything you mention here has to be relevant to the job you're applying for.

3- Quantify your achievements.

This rule gives hiring managers a rational anchor point for comparison. If your numbers are better than everyone else's, you'll separate yourself from the pack.

You won't be stuck at the bottom with the unqualified candidates who also claim to be good at customer support.

Each bullet point must come with a concrete example or a quantifiable achievement to inspire headhunters.

Use precise numbers of the results you achieved in the past to quantify your career wins.

Check out this example:

  • • Responsible for customer service and inquiries
  • • Helped customers with technical issues related to the company’s products and services
  • • Stayed up-to-date with the latest company technologies and software updates

Nobody likes buzzwords , especially not hiring managers.

They've read hundreds of resumes where job responsibilities are listed with no concrete numbers to prove them.

There's nothing to back up those claims and achievements. As a result, such resumes get largely ignored or even count against the applicant.

The solution is to focus on concrete numbers to demonstrate your impact as a help desk professional.

You need to keep an active language when showcasing your work as a help desk. Stick to action verbs and industry-specific verbs to highlight relevance and competence.

Now, here's what a great help desk experience section looks like:

  • • Answered, evaluated, and prioritized 3200 customer inquiries and support requests while maintaining 98% ratings of positive feedback
  • • Assisted in the hiring and scaling of the team from 10 teammates to 35 by screening potential candidates
  • • Recorded, tracked, and updated support interactions using the company’s ticketing system to help with software development

Featuring the right skills in your resume is key to getting you hired.

Recruiters often find themselves stuck choosing between candidates with the same level of experience. So they rely on the skills section to decide on the best applicant for the job.

But here’s the thing:

It isn’t always clear to you as a job-seeker which talents are essential to showcase in your resume.

Companies differ in the way they operate and deal with their customers. The technologies and tools they use also vary significantly from one industry to another.

As a rule of thumb, you must focus this section on two types of skills:

  • Soft skills
  • Technical skills

Soft skills include customer service, the ability to stay on top of client requests, troubleshooting, problem-solving, etc…

Patience and solution-oriented thinking are also crucial to helping you excel at your job.

Moreover, you must demonstrate a willingness to learn and adapt to new tools whenever needed. That shows hiring managers your eagerness to succeed at the job and go the extra mile.

On the other hand:

Technical skills vary widely based on the technology used by the company. There are no universally sought-after technical skills in the job market today.

You can recognize what the company needs from you in the job offer. And many tools and technologies are so popular that most businesses in the market today are using them.

So, by this point…

Your primary focus should be to find the most relevant abilities required for the job. Once you identify them, you’ll only need to narrow your list down and present it in this section.

To do that, you should:

  • List all the soft and hard skills you possess in one list.
  • Define the most sought-after soft/technical talents by reading the job description and keep them in a separate list
  • See which skills correlate the most (those are the ones your help desk resume needs to feature)

Here’s our hand-picked list of the most critical help desk resume skills:

Most sought-after technical skills for help desk resume

  • Active directory
  • Desktop support
  • Technical support
  • Service desk
  • Microsoft Office Suite
  • Google Suite
  • Troubleshooting
  • Email support

Best soft skills to showcase in your help desk resume

  • Customer service
  • Collaboration
  • Communication
  • Problem-solving
  • Time management
  • Multitasking
  • Attention to detail
  • Solution-oriented

Key Takeaways

  • Read the job description thoroughly to identify the hiring company’s needs and address them in your resume
  • Create an eye-grabbing header to keep headhunters reading
  • Feature your relevant work experience and solidify your claims through precise metrics and quantifiable achievements
  • Showcase your technical/soft skills in your experience and skills section to make your resume more appealing
  • Feature your educational background and certificates to stand out from the crowd and outshine your competitors

Help Desk resume examples

Explore additional help desk resume samples and guides and see what works for your level of experience or role.

Desktop Support Resume Example

Desktop support roles are similar to a foundational pillar in IT infrastructure. Therefore, desktop support trends can impact the way whole organizations function.

Emphasize your ability to troubleshoot swiftly and accurately. Display your familiarity with common operating systems and applications. Demonstrate your soft skills relevant to desktop support such as communication, team work and patience. Prove that you understand user issues and solve accordingly. Frame your resume in such a way that it showcases your skills in hardware and software, as well as how those skills led to efficient troubleshooting.

Don't just list qualifications; show how you used them to improve the system. Following 'skill-action-results' could look like 'improved ticket resolution time by...' or 'reduced system crashes by...' and so on.

Help Desk Manager Resume Example

Help Desk Managers play a critical role in customer service. Their actions can have great influence on customer satisfaction and brand loyalty.

Experience in software such as ticket tracking systems and database software is a must. Showcase your customer service skills and ability to manage teams. Demonstrate how you have implemented support strategies that reduced resolution time and improved satisfaction.

Avoid simply listing skills. Instead, show how your management style and technical abilities resulted in improved key performance indicators (KPIs). For example, 'Reduced average call handling time by implementing...', 'Increased customer satisfaction by...' et cetera.

Service Desk Manager Resume Example

A Service Desk Manager role is as a bridge between users and IT operations. This influential role can shape IT processes within a company.

Your resume should demonstrate your expertise in IT service management principles like ITIL or COBIT. Highlight how you have developed and implemented operational procedures that improved efficiency.

Don’t just list your skills. Instead, show how they have led to more efficient operations. Following 'skill-action-results' could look like 'lowered downtimes by implementing...', 'improved service delivery through...' and so on.

Technical Support Manager Resume Example

Technical Support Manager roles form a cornerstone of customer and client support systems. Trends within this sphere have far-reaching implications for any tech company.

Among others, highlight your ability to manage and train a team of tech support representatives. Tout your familiarity with a range of software and hardware specific to your industry. Demonstrate a history of increasing customer satisfaction rating by streamlining the tech support process.

Show, not just tell, your skills. e.g. 'lowered tech support turnaround times...', 'improved customer satisfaction ratings by...' and more.

help desk resume example

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3 Help Desk Resume Examples Built to Work in 2024 

Stephen Greet

Help Desk Resume

It help desk resume, help desk technician resume.

  • Write Your Help Desk Resume

Being a help desk technician is all about being the go-to support hero for tech-related woes. You’re the friendly face or voice that guides users through their IT troubles, from computer hiccups to forgotten passwords. 

Your knack for problem-solving and communication makes you a troubleshooter extraordinaire. However, crafting a resume that showcases your IT prowess can be as tricky as decoding a complex error message. 

If you’re ready to put your skills on paper and land that dream job, we’re here to lend a hand. Our expert-written help desk resume examples can help you with everything from picking the right job skills to making your experience pop.

or download as PDF

Help desk resume example with 9 years of experience

Why this resume works

  • It may not seem like much at first but specifying how you used industry-specific tools to make quantifiable differences can go a long way! Don’t sleep on your technical experience either! Add any instances when you monitored and improved a network’s security.

IT help desk resume example with 10 years of experience

  • Can’t forget about regulations too now, can we? If you’ve ever helped a company save costs on potential compliance fines, make sure to mention it and prove your dedication to any employer!

Help desk technician resume example with 11 years of experience

  • Once done, back up these metrics with actionable points like increasing a system’s uptime rate from 87% to 98.3%, or improving overall productivity by 26%.

Related resume examples

  • Customer service
  • Office assistant

Adapt Your Help Desk Resume to Match Every Job Description

Job seeker stands with hands in air, questioning how to fill out job materials

When it comes to showcasing your skills as a help desk technician, you’ve got a toolbox full of tech expertise that employers are eager to see. Your resume is where you can dive into it. Be specific and steer clear of vague, generic terms—your IT-focused resume should shine a spotlight on your technical prowess.

Zoom in on the hard skills you’ve honed. List the software applications you’re fluent in, any cyber security frameworks you’ve mastered, and, of course, any programming languages that you’ve conquered. 

Highlight your know-how in networks, malware detection, and understanding system vulnerabilities. Remember, the key is to match the skills you have with what the job demands.

Need some help?

15 top help desk skills

  • Customer Service
  • Ticketing Systems
  • Hardware Knowledge
  • Network Troubleshooting
  • Cybersecurity
  • Mobile Device Support
  • Active Directory

help desk resume bullets

Your help desk work experience bullet points

Your days working as a help desk technician are often a whirlwind of assisting users, resolving IT issues, and ensuring smooth tech operations. However, when it comes to your resume, it’s the remarkable achievements that truly matter.

Your work ensures that everything runs smoothly without interruptions or costly downtimes, and it’s important that you highlight this. Showcase moments you’re proud of, whether speeding up response times, reducing system downtime, or increasing user satisfaction. 

Quantify your achievements with metrics whenever possible to lend them more weight and set yourself apart from the competition.

  • Highlight how quickly you were able to acknowledge and address user requests or IT issues.
  • Showcase your ability to resolve issues on the first interaction, minimizing the need for multiple support interactions and improving user satisfaction.
  • Use surveys or feedback data to quantify user satisfaction and report consistent ratings of 95% or higher.
  • Quantify how your support efforts reduced system or network downtime, resulting in increased productivity and cost savings.

See what we mean?

  • Developed a weekly backup schedule through Acronis Backup which decreased data loss incidents by 97%
  • Led a project to update password security policies using LastPass, curbing security breaches by 56%
  • Facilitated 1,742 remote support sessions using TeamViewer, resolving 92% of issues without on-site intervention
  • Leveraged Microsoft Teams’ bot and integration features to automate routine tasks, enhancing team productivity by 18%

9 active verbs to start your help desk work experience bullet points

  • Implemented
  • Optimized 
  • Coordinated
  • Collaborated 

3 Tips for Writing an Entry-Level Help Desk Resume

  • Showcase relevant coursework and academic projects that demonstrate your technical abilities. For instance, you could mention a group project where you contributed to designing and implementing a help desk ticketing system for your IT class. These hands-on experiences provide valuable insights into your capabilities and problem-solving skills.
  • Your hobbies and interests can be a goldmine of relevant skills. If you’re passionate about building computers, troubleshooting software, or managing home networks as a hobby, don’t hesitate to mention it. Show how your love for technology extends beyond the classroom and into your personal life, highlighting your dedication to the field.
  • Use a career objective statement to outline your aspirations as a help desk technician. Be specific about the kind of support you want to provide and the impact you aim to make. This helps employers understand your goals and motivations, even if you have limited professional experience .

3 Tips for Writing a Help Desk Resume With Prior Experience

  • Working in a help desk environment means working with people, but don’t list “teamwork” in your skills section. Instead, emphasize your customer-centric mindset by adding metrics like the number of resolved support tickets or the average 5-star rating you get every month.
  • If you’ve developed expertise in specific areas of help desk support, such as hardware troubleshooting, software configuration, or network diagnostics, don’t be afraid to brag about it. For instance, if you’re skilled in remote desktop support, emphasize how your proficiency can benefit remote workers.
  • List any certifications that align with the help desk field. Certificates such as CompTIA A+, CompTIA Network+, or HDI Support Center Analyst can boost your credibility. 

You can include a career summary , but it’s optional. If you choose to have one, make it job-specific. Focus on your key proficiencies, such as specific operating systems (Windows, Linux, MacOS) that directly relate to the job.

It’s usually better to focus on your technical skills, namely hardware and software proficiencies. Talk about your in-depth knowledge of Spiceworks, RDP, backing up data, and IT security—your soft skills will shine through your cover letter.

Metrics that demonstrate your impact can set you apart. Highlight statistics such as reduced response times, increased user satisfaction scores, first call resolution rates, or decreased system downtime. 

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ResumeGiants

Help Desk Resume: Template for Download & Practical Examples

As a Help Desk Support Specialist, troubleshooting other people’s problems is your bread and butter. But have you figured out how to identify problems in your own resume? Let us give you technical support for once and provide you with some corrective steps for your career!

help desk resume bullets

Help Desk Resume Example MSWord® Download our free Help Desk Support Specialist Resume template in Word and troubleshoot your own career!

Margaret Buj

Struggling with tech woes? Help desk support specialists are your digital superheroes, swooping in to save the day with unmatched IT skills and a proactive approach.

Whether it’s offering remote assistance or orchestrating seamless network operations , these experts are the lifeline in the chaotic digital realm.

Thinking about joining the ranks of these IT knights? Learn with us how to write a resume for IT help that’s as strong as your problem-solving skills. 

Dive in to build a resume that lands you that dream job !

Help Desk Resume Sample

Talented computer support specialists are always in demand. 

It is expected that the need for skilled staff in this field will keep rising in the years to come. In fact, about 49,200 job openings are projected for support specialists each year.

Even so, future candidates need to be aware that this is not your regular 9-to-5 job. Due to the nature of the industry, there is a need for 24-hour availability —nights, weekends, and holidays included. 

Before we get into the nitty-gritty of how to write a professional help desk resume, we’ve put together an example for you to look over.

[Maria Johnson]

[Help Desk Analyst]

[Chicago, IL 600007 | 111-333-1111 | [email protected]]

>> Summary <<

Dedicated and experienced Help Desk Analyst with over 9 years in the IT field, exceptional problem-solving abilities and technical acumen in various environments. Successfully handled and resolved 20% of help desk cases at the current role, illustrating a strong track record in improving system functionalities and fostering client relationships. Adept at working in high-pressure situations and maintaining a high level of professionalism and efficiency.

  • Database Management (MongoDB, MySQL)
  • Frontend Development
  • JavaScript, JQuery, Node.js
  • Hardware Troubleshooting
  • Network Configuration
  • Operating System Administration (Windows, Linux)
  • IT Security Best Practices
  • Problem-solving and Analysis
  • Knowledge of IBM RS/6000 Systems
  • Application and Desktop Support

Help Desk Analyst

Example Co., Chicago IL. 

May 2019 – present

  • Expertly fix hardware issues including desktop PCs, printers, IBM RS/6000s, and networks – performed 100+ successful hardware and software repairs per week.
  • Manage the 24/7 support for application and desktop software, ensuring a remarkable 98.8% uptime rate.
  • Maintained 99% satisfaction rating in monthly end-user scoring through applied interpersonal skills and providing fast solutions in a team of 6.

Help desk Analyst

Hudson, Chicago, IL

February 2016 – April 2019

  • Coordinated with onsite technicians and clients to complete replacement of access and switch points at remote sites
  • Diagnosed and resolved 20+ computer and printer problems per week in a busy corporate office
  • Established positive relationships with 10 new clients
  • Completed documentation for projects and training

Certification

CompTIA A+ – issued by Google IT Support, 202

Bachelor of Communication

University of Seattle, Seattle

What’s the Best Help Desk Resume Format?

Help desk specialists stand as the crucial bridge between users and IT teams , dedicating themselves to resolving problems and maintaining optimal system performance daily. 

When crafting your resume, your presentation should encapsulate not just your proficiency but also your unique approach to problem-solving .

The reverse-chronological resume format is the premier choice for Help Desk Specialists. It allows recruiters to follow your career trajectory clearly, showcasing your growth and problem-solving strategies over time. 

This layout narrates your story of adapting and overcoming challenges in different roles , making a strong case for your expertise and abilities.

Regardless of the format you choose, ensure to include accurate contact details and utilize a professional, distinct font. Keep your content concise and focused on relevant work experiences and skills, adhering to the principle that less is more. 

Remember, recruiters appreciate succinct resumes that encapsulate vital information without forgoing substance.

If you are having trouble deciding what your resume should include, you can always check out our free help desk resume templates that are bound to help you build your help desk resume.

How to Write a Help Desk Resume Summary or Resume Objective

When starting to work on your resume, the first thing to think about is your introductory objective or summary . 

When choosing between a summary or an objective, you need to consider your professional background. 

  • A resume objective is the best way to give an overview of the skills you possess from your education and their experiences. Moreover, it should include your career goals and aspirations. 
  • A resume summary is a more suitable option to outline your skills and work experience. 

Whichever format you decide on, both types of introduction need to be short and precise.

The length of this content should not exceed more than three or four sentences. They should be enough to paint a good picture of you as a qualified potential candidate.

Help Desk Resume Summary Example

These opening few lines may open endless job opportunities for you, therefore use them wisely. 

How can you catch the recruiter’s attention? 

Study the requirements listed in the help desk job description and try to reflect them by using industry keywords in your introduction

Communicate your value and make the recruiter aware of how hiring you would benefit the company. Use strong, active language to sell your strengths and achievements.

A professional summary should include your current role and how many years of experience you have, along with a metric or two that demonstrates one or more important accomplishments. 

Here is an example of a weak resume summary for Help Desk application.

Enthusiastic help desk analyst looking to gain experience and use personal skills to serve the company’s best interests.

This example is poor because it is overly vague and does not convey any specific skills , experiences, or achievements that would make the candidate stand out as a Help Desk Specialist. 

It relies on generic terms like “enthusiastic” and “personal skills,” which don’t give a clear picture of the candidate’s qualifications. 

Additionally, it mentions the desire to “gain experience,” which could potentially signal to employers that the candidate is not yet qualified for the role.

A good Help Desk resume summary should be written more like this:

Knowledgeable and expert IT professional, with over 7 years of customer support experience, seeking an opportunity to deliver training as a Help Desk Support Specialist. Skilled in providing customer and end-user help desk support by identifying and resolving IT issues in both Microsoft and Apple operating systems. 98% of incident tickets were completed to client satisfaction and within company’s specified time limit.

Highlighting over 7 years of experience in the field , the summary efficiently outlines the candidate’s strong skill set, including familiarity with a variety of operating systems and software packages. 

Moreover, it showcases their customer support background and ability to troubleshoot IT issues, effectively presenting a candidate eager and equipped to contribute as a Help Desk support specialist. 

That final sentence also includes a metric which confidently displays their achievements in client satisfaction and time-management.

How to Write an Entry-Level Help Desk Resume Objective

Preparing a captivating Help Desk Analyst resume objective may be challenging for some, but we have just the advice you need. First off, remember that the objective should illustrate what you can contribute to the company . 

This is the information that should be included: 

  • Your motivation for applying
  • Name the software you are proficient in
  • Provide information on your education and certifications
  • Underline what actions you can contribute to the company

Get the recruiter to notice you by using industry terminology and keywords. Look at the job description and make sure your statement fulfills it.

Entry-Level Help Desk Objective Example

Below is an example of a help desk analyst resume objective to give you an idea of the direction in which you should be heading with your objective:

Highly motivated IT graduate seeking a position in a challenging helpdesk environment. Strong communication skills and solid knowledge of Microsoft operating systems and software packages. Looking for an opportunity to put my technical problem-solving skills to use at XYZ company.

The resume objective concisely outlines the candidate’s strengths including skills , as well as their foundation in operating systems and software packages. 

It also conveys ambition and a readiness to grow professionally , emphasizing a desire to use their technical problem-solving skills in a challenging environment. 

This paints the candidate as motivated and eager to leverage their foundational knowledge in a substantive role

How to Describe Your Help Desk Experience

Help desk candidates must remember that content is king when it comes to compiling a resume, regardless of the quantity. 

IT support services encompass a selection of skills that are used in different support jobs in the industry, such as analytical skills , effective communication, the ability to learn quickly, etc. Reflect on skills you possess that you should present in the experience section of your resume. 

To offer you some help, read the useful tips below to understand what an experience section should include:

  • Link the qualifications given in the help desk analyst job description to your experience in a skillful way.
  • Use a reverse-chronological format to list the working experience from the most current position backward.
  • When presenting your accomplishments, always use bullet points . Paragraphs appear too heavy for this type of information. Give a clear overview of your experience in no more than five help desk resume bullets.
  • When writing the experience section, provide information about the previous employment. Name the company that employed you, the position you held there, and the employment duration.
  • Simply listing your experience won’t do! Use action verbs to describe your tasks and achievements, and keywords to add texture to your descriptions. 

Help Desk Resume Examples: Experience

Being a help desk support specialist requires providing technical assistance to users.  

Remember to align your experience with the qualifications required by the company.

When preparing a Help Desk Support Specialist resume, you might want to include core competencies like the ability to deploy, configure and support operating systems on mobile and desktop, a quick-thinking and resourceful nature, and an understanding of information security in user devices and systems.

Here is what your experience section should look like:

Help Desk Technician

Illinois Office of Inspector General, Chicago, IL

2019 – present

  • Managed over 10,000 help desk tickets via JIRA, maintaining a detailed equipment inventory using ServiceNow.
  • Reduced system downtime by 30% through expert troubleshooting utilizing Windows Troubleshooter and Remote Desktop.
  • Elevated customer satisfaction by 25% by offering responsive help desk support and fostering positive customer relationships.
  • Consistently exceeded customer satisfaction targets through proactive and adept problem-solving.

Entry-Level Help Desk Resume: Experience Section

Entering the job market as a beginner is not easy. Candidates lack the confidence they need to go up against experience in a rather competitive job market industry. 

The good news is there are are cases when companies have chosen to hire entry-level candidates for their fresh views on the industry and the ability to train them from scratch.

When brainstorming your experience section, think back to all the situations when your help was needed with tech support. 

Perhaps you volunteered to maintain the computer network for a local organization ? Or did you complete an internship in the IT sector?

These early experiences can shape us for our future careers and you should link them to the job you are applying for. Let us look at an example of how to do this.

IT Intern XYZ 

School District, Jackson, USA 2021 – 2022

  • Supported daily IT operations for a 30-person team, ensuring smooth hardware and software functioning through basic troubleshooting.
  • Managed user accounts in Microsoft Active Directory, facilitating new user setups and appropriate access controls.
  • Aided in IT equipment inventory and budget management, contributing to efficient procurement processes.
  • Created a user-friendly guide to common IT issues, reducing IT department workload by empowering users to solve basic problems.

Is Your Education Section Troubleshooted? It Might Be

Working in IT support demands up-to-date knowledge due to rapid technological advancements. Educational expectations vary based on the role and company. 

For instance, larger software companies often require a bachelor’s degree , while technical roles might need specialized degrees in engineering or IT. 

Beyond formal education, recruiters value relevant certifications, which validate expertise in specific products or systems. Before applying, research a company’s tech stack and seek related certifications. 

Staying informed in the IT landscape , not just relying on experience, can make the difference in landing your desired position.

Help Desk Resume Education Section Example

Now that you know education requirements vary between positions and companies, do a little research on the company you are applying to. 

Review the job description and try to match your qualifications to the ones listed. Include any relevant projects or coursework that can strengthen your application.

To help you understand what the education section should look like , take a look at the below example:

BSc. Degree in Computer Information Systems 

NYC College, New York, NY

  • Member of Math Society. 
  • Final year project: led the update of computer systems at a local community centre as well as training users.

ALWAYS Use a professional font and strong keywords to attract the recruiter’s attention when presenting yourself. Now’s not the time to be modest! 

The Best Help Desk Skills for a Resume

Help desk support employees trace and detect unexpected problems and then create apt solutions for them. Due to the nature of the job—help desk—patience is a necessary virtue. 

Working with a large number of teams requires them to be calm and able to communicate with all types of clients . Some of the most important qualities these employees should have include:

  • Listening skills —this skill is high up on the list. If support teams don’t understand the customer’s problem, then they won’t be able to fix it. Careful listening encourages asking the right questions to clarify a certain situation.
  • Customer-services skills —Getting calls from users frustrated with the hardware or software is not easy, which is why a help desk specialist needs to be patient and sympathetic with all clients. 
  • Speaking skills —Not everyone understands the technical language and support teams need to explain the solution in the simplest terms possible, so the users understand it. 
  • Problem-solving skills —You must know how to locate the problem, analyze it, and offer a solution.

Find all the key hard and soft skills future help desk employees are looking for below.

For roles within IT, it can be beneficial to list the software you are proficient in and technical skills you have at the top of your resume , just after the opening summary or objective. Recruiters will need to know this information first.

Soft Skills

  • Problem-solving
  • Collaboration skills
  • Multi-tasking
  • Meticulousness
  • Organizational skills
  • Active listening
  • Critical thinking

Hard Skills

  • Technical Support
  • Computer Literacy
  • Google Suite
  • Microsoft App Knowledge
  • Email Support
  • Database Management (Apache Hive, Elasticsearch, MongoDB, Oracle PL/SQL)
  • User Interface and Query Software Proficiency (Amazon Redshift, Blackboard, ServiceNow, Transact-SQL)
  • Experience with Development Environment Software (Apache Kafka, Apache Maven, Microsoft .NET Framework, Microsoft PowerShell)
  • Operating System Expertise (Apple iOS, Bash, Microsoft Windows Server, UNIX Shell)
  • Web Platform Development (Django, Google Angular, Microsoft ASP.NET, Spring Framework)

Select the best help desk resume skills that reflect those given in the job description. These skills have to reflect your proficiency in the job at hand. Don’t try to oversell your skills—recruiters have a nose for lies that appear on resumes . 

How to Add Other Sections for an Effective Resume

Extra sections can give recruiters an idea of who the candidate is outside their academic and professional profile. 

Again, when thinking about what to put in this section, always connect the information to the job you are applying for .

Give an overview of projects you have completed and industry organizations you belong to. If you haven’t listed your certifications in the the education section, you can create a subheading to list them here.

Help Desk Resume Samples: “Other” Sections

Below is an example of how you might include extra sections. Remember that any certifications or volunteer work should also be listed in a reverse chronological order.

Continued learning

  • Completed various engineering and IT courses, focusing on network management and data security, XYZ University, 2019-2021
  • ITIL Foundation Certification, awarded by AXELOS Global Best Practice, 2020
  • Microsoft Certified: Windows Server Fundamentals, Microsoft, 2021

>> Languages <<

Fluent in English, Italian, and German, offering a strong advantage in multilingual IT support environments

>> Personal Interests and Endeavors <<

Regular participant in community tennis and basketball leagues, demonstrating teamwork and leadership capabilities

Checklist to Keep in Mind

If you have followed all the instructions we have provided in the guide above, you should have no trouble creating an impressive Help Desk resume.

Go through our key takeaways to make sure that you have covered all the aspects for updating your resume :

  • Use a professional font and strong keywords to attract the recruiter’s attention when presenting yourself.
  • Choose the reverse-chronology resume format as the best form of presenting your professional experience.
  • Write a strong resume objective or summary to introduce yourself
  • Use the experience section to emphasize your accomplishments and the impact that you made in any of your previous positions.
  • Include the skills that highlight your strengths, talents, and software proficiency
  • Use Extra Sections to present projects, continued learning, and other information relevant to the application.
  • List all your degrees, licenses, and certificates that will make you stand out in the crowd 

Don’t forget to check out our other resume examples and a variety of modern and professional templates to help you make your own!

help desk resume bullets

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Career Sidekick

22 Resume Bullet Point Examples That Get Interviews

By Biron Clark

Published: November 8, 2023

Biron Clark

Biron Clark

Writer & Career Coach

As a recruiter, the first place I look on your resume is the bullets under your recent work experience.

Then, if it looks like your experience is a good potential fit, I look back up to see your resume summary and other sections.

So writing great bullet points on your resume is essential if you want to get callbacks for interviews.

And there’s a specific strategy you can use to make your resume bullets stand out immediately. 

I’ll explain in the next section.

I also contacted a small group of top career coaches , resume writers , and other career experts to have them share their best resume bullet point examples. So I’m going to share those, too.

How to Make Your Resume Bullets Stand Out with Specific Accomplishments

The best way to make your resume bullet points stand out is to list specific accomplishments and results whenever possible.

First, let’s look at what NOT to do (and what most job seekers do, unfortunately).

And then we’ll look at some outstanding resume bullet point examples so you can see how other job seekers did this successfully.

How most people write bullets on their resume:

  • Responsible for handling a high volume of inbound customer requests per day
  • Managed day-to-day activities and long-term projects for large corporate accounts

FYI, those points above are from an actual resume of mine when I was applying for jobs in a new city – from very early in my career before I became a recruiter.

And that resume did NOT get interviews. It was a total failure.

The big reason why: It’s not listing any accomplishments. It’s just stating what I was responsible for or what my boss assigned me to do.

And that’s a surefire way to blend in, get your resume skipped over, and NOT get the interview.

So now let’s look at how those two bullet point examples above should have been written… with more data, and a focus on accomplishments/results…

The better way to write bullet points on your resume:

  • Successfully managed 50-70 inbound customer requests per day, ranking in the top 5% of all support associates in 2017
  • Managed day-to-day activities of 7 key corporate accounts while successfully completing 9 client projects, each with a budget above $500,000, leading to a $2.1 million increase in new business for the company

Notice how those bullet point examples are very specific and cite facts, data, and real accomplishments.

An added perk of doing this: numbers and symbols (like “$” and “%”) make your resume stand out visually before the recruiter or hiring manager has even read a word. This is very powerful for getting your resume read (rather than skimmed or thrown out).

22 Great Resume Bullet Point Examples That Get Interviews

Now that you know the difference between listing responsibilities and listing accomplishments in your resume bullets, let’s look at examples of bullet points that have gotten job seekers interviews and job offers !

Below you’ll find 22 bullet examples from seven different resumes, contributed by various resume writers and other career experts.

Some have more numbers and metrics than others, but they all focus on talking about what the person actually did and accomplished in their previous work.

Resume Bullet Point Examples From a Workplace Safety and Organizational Compliance Professional:

Successfully reduced worker’s compensation injuries from 20 to 2 in a one-year period through the introduction of a comprehensive employee incentive program. Brought organization back into federal compliance by establishing an organization-wide Leave of Absence process. Received corporate-wide Employee of the Year Award (pool of 1,250+ staff) and multiple Employee of the Month Awards (pool of 130 staff).

This resume quickly earned the candidate an interview, followed by a job offer, as a result of effectively communicating both their responsibilities and associated accomplishments.

Instead of focusing on what they do day-to-day (promote workplace safety and ensure organizational compliance), they highlight the end goal of their efforts (reducing worker’s compensation injuries and bringing the organization back into compliance). They then wrap it up with a final bullet that further backs up their accomplishments.

By: Kyle Elliott, MPA, CHES, Career Coach at CaffeinatedKyle.com

Resume Bullet Point Examples From a CIO Resume:

Earned 2015 CIO of the Year Finalist accolades from the ___ Business Journal for directing a sustainable IT and global ERP strategy that supported 2.5X revenue growth to $3.5B through acquisition and regional expansion. Reduced annual expenses by 15% by leading cost reduction, quality improvements, productivity initiatives and infrastructure enhancements supporting business systems, core network and security. Launched a 5-year, $32M strategy that integrated acquisitions to IT, corporate standards, core business platforms and governance for this company with 50+ global manufacturing + sales facilities.

These resume bullets are proof you don’t need to be in sales to show quantifiable achievements. They are effective because they highlight skills key to CIO success…directing strategies that ensure IT supports executive vision for growth through expansion and acquisition, and by reducing bottom-line expenses.

By: Virginia Franco, Founder of  Virginia Franco Resumes  and Forbes contributor

CV Bullet Point/Accomplishment Examples From a Mid-Level Office Manager in the UK:

Introduced new document management system which improved document searchability and saved admin staff an average of 1 hour per day Negotiated new terms with office equipment supplier, resulting in an annual saving of £3,500 Gained buy-in from directors for purchase of new rota management software to improve team efficiency

These achievement-driven bullet points taken from a mid-level office management professional’s CV are powerful for several reasons.

The most important factor that all points share is that they demonstrate a clear positive impact that has been delivered to the business, solely by the candidate in question – this shows potential employers the benefits they can expect from hiring this person.

These achievements are also quantified which gives readers no doubt as to what level of impact this candidate delivers, and also allows them to benchmark them against competitors. Overall these points really demonstrate the ROI they will get if they invest in this individual.

By: Andrew Fennell, Director at  StandOut CV , contributor to The Guardian and Business Insider

Resume Bullet Examples From a Junior-Level Management Consultant:

Created 7-year business plan and investor marketing materials leading to a successful $2.5MM round of financing Designed and implemented company-wide loyalty rewards program for leading Swiss retail bank with revenue exceeding $2.3BN, resulting in a 10% rise in product cross-sales Defined strategic vision statement for the largest gas processing firm in the Middle East, gaining board approval

You might not know it from reading these bullets, but this resume was for someone relatively new in their career as a management consultant. But by showing the size of projects you’ve worked on, or the size of companies/clients you’ve worked with, you can immediately sound more experienced and more impressive.

So when you add metrics/data to your resume, think about your own accomplishments, but also lean on the impressive figures related to companies you’ve worked with and projects you’ve worked on. Use those to make yourself sound better!

By: Biron Clark, Executive Recruiter and founder of CareerSidekick.com

Resume Bullet Points From a Mid-Level Supply Chain Analyst:

Forecasted $100 MM across accounts and product line categories by analyzing trends, inventory and order history Devised a co-forecasting process with clients which uncovered issues in their analytical system and merged client forecasts with ours Collaborated with sales and marketing departments to improve forecast accuracy, thus reducing production of extra or outdated products

It’s crucial that your resume shows off all you’ve accomplished, which goes a step beyond simply listing your responsibilities. This resume does a great job of doing both simultaneously, slipping impressive achievements in along with day-to-day duties.

This professional shows they’re able to collaborate with both teammates and clients to improve the forecasting process and its effectiveness. This wasn’t done with an empty plate, either — this person was simultaneously responsible for forecasting nine other accounts while improving the overall process. That type of multi-tasking ability won’t be ignored.

By: Sarah Landrum, Founder of  Punched Clocks , contributor at Entrepreneur.com and Forbes

Resume Bullet Examples From a Senior-Level Software Sales Executive:

Achieved over 120% of sales quota in Fiscal Year 2016 25% territory growth in Q4 2016 for Southern California branch Responsible for driving $5.8M revenue and market share in California Led and managed a team of 6 Account Managers, including recruiting, hiring, and training new reps on company sales process

This is a software sales executive with a lengthy career for top software firms, including Fortune 500 companies.

If you work in sales, you’re going to have an easier time finding accomplishments, data and results to put on your resume.

But in any profession, you should try to have at least some of your resume bullet points looking like this! You’ll notice that these bullets stand out visually because of the numbers, which boosts the chance they’ll get read.

Resume Bullet Point Examples for an HR Generalist:

Supported the hiring of 29 new team members in 2020 Collaborated with 9 hiring managers across 4 different teams to aid in hiring and recruiting efforts including writing and managing online job postings, screening candidate resumes, and conducting first-round interviews Spearheaded employee benefit overhaul, identifying a new, improved health insurance provider while reducing employee insurance costs by 27%

Next Steps: Write Your Own Resume Bullets

If you read this article, you now know the difference between listing responsibilities and accomplishments on your resume, and how to use those accomplishments to write great bullets that will get you a call with a recruiter , or an invitation to interview.

Now it’s time to start digging up data and updating your own resume in the same style as the bullet point examples above.

If you’re unsure about your own past accomplishments and results, talk to your former boss or coworkers and try to gather data.

For example, you could email a former boss and say:

“Hi <Name>. I’m trying to go back and review the results of the work I did at <Company Name>. Do you know how many new clients we ended up getting from that final marketing project I led? And if not, who could I speak with to get this data?”

It’s absolutely worth it. You’ll have those facts on your resume for your entire career now, and you can talk about it in your interview answers  too.

If you follow these steps, you’ll get more interviews and will likely get hired for a better job.

Bonus Tip: Don’t Just Use These Accomplishments in Your Resume Bullet Points

As a final tip – once you’ve gathered your list of accomplishments for writing bullets on your resume, think about other ways to use them to your advantage, too.

For example, you could practice incorporating one or two accomplishments into your answer to “tell me about yourself” in interviews.

This is also useful for answering, “what is your greatest professional achievement?”

And you could also consider putting these metrics and accomplishments on your LinkedIn, especially your headline , which can help you get more attention from employers and recruiters.

The bottom line is: The more familiar you are with your past accomplishments, metrics, and results, the more confident and impressive you’ll sound.

Biron Clark

About the Author

Read more articles by Biron Clark

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Is there any way to do this when you’ve worked in retail all your life? When you’ve never had a fancy job, never been a team leader or had an office job and never had access to sales figures, worked in software of management or were ever considered responsible for those targets being met because you were a bog standard employee on a shop floor? how do you list ‘achievements’ when you’ve never really had any due to lacklustre employment history – due to – lack of achievements?

Hi Lara – I think it’s possible, even in an industry like retail.

You can talk about store-wide achievements you contributed to (Example bullet point: “Top-performing cashier at the nation’s third largest Whole Foods Market retail location for two consecutive years”)

You could look into individual metrics, too. If you won any recognition/awards (like employee of the month), etc.

It’s going to be a bit different for everyone, though. Do the best you can. If 2/5 of your bullet points under your most recent position are accomplishment-focused, that’s a lot better than 0/5.

Very useful tips.Could u also tell some tips for engineering freshers.? Im trained in java and testing.But not getting any offers..

Resume is the preface to one’s career experience, abilities, skills at work. I found the bullet points description of the past job experience really a practical and most effective way to increase the chance of the hiring. These are the things which a general candidate skips mostly. But in this blog, it gives a clear indication that these small things are really important while preparing your resume.

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Help Desk Support Resume: Examples and Best Practices

help desk resume bullets

A well-crafted Help Desk Support Resume is critical for job seekers who want to land a Help Desk Support job. A Help Desk Support Resume serves as an introduction to the job candidate and provides a snapshot of their experience and qualifications.

A Help Desk Support Resume that is poorly written or lacks information can immediately disqualify a candidate from consideration. Conversely, a well-written and tailored Help Desk Support Resume can set a candidate apart from the competition and increase their chances of getting an interview.

Key Elements of a Help Desk Support Resume

When it comes to creating a help desk support resume, there are some key elements that every candidate should include. These elements will not only showcase your relevant experience and qualifications, but will also make it easier for potential employers to contact you for an interview. In this section, we will discuss the five key elements that should be included in every help desk support resume.

A. Contact Information

The first element of your help desk support resume should be your contact information. Make sure to include your full name, phone number, email address, and physical address. You can also include links to your LinkedIn profile or other professional online profiles. This information should be placed at the top of your resume so that potential employers can easily find it.

B. Summary Statement/Objective Statement

The second element of your help desk support resume should be a brief summary or objective statement. This statement should be one or two sentences that summarize your skills and experience. Make sure to tailor this statement to the job you are applying for. If you are unsure what to include, review the job description and company website for guidance.

C. Relevant Skills and Qualifications

The third element of your help desk support resume should be a list of your relevant skills and qualifications. Make sure to include any software, hardware, or systems that you are proficient in. You should also include any certifications or relevant training that you have completed. This section should be tailored to the job you are applying for so that potential employers can easily see how your skills match their needs.

D. Work Experience

The fourth element of your help desk support resume should be a detailed list of your work experience. Make sure to include the dates of employment, job titles, and key responsibilities. You should also include any accomplishments or positive feedback that you received while on the job. This section should be in reverse chronological order so that potential employers can see your most recent experience first.

E. Education and Certifications

The final element of your help desk support resume should be your education and certifications. Make sure to include the name of the institution, degree or certification earned, and the graduation date. You can also include any relevant coursework or projects. This section should be placed after your work experience section.

A strong help desk support resume should include all of these key elements. By tailoring your resume to the job you are applying for and highlighting your relevant experience and qualifications, you will increase your chances of getting an interview and landing the job.

Best Practices for Writing a Help Desk Support Resume

As a help desk support professional, it’s essential to create a resume that not only highlights your skills and experience but also demonstrates that you’re an excellent candidate for the job. Here are some best practices to follow when writing your help desk support resume:

A. Tailor Your Resume to the Job

Tailor your resume to the specific help desk support position you’re applying to. Read the job posting carefully and ensure that your resume highlights your relevant experience, skills, and education. Include any certifications or credentials that are required for the job.

B. Use Keywords and Phrases from the Job Posting

Use keywords and phrases from the job posting throughout your resume. This will help you stand out from other applicants and show the hiring manager that you have a deep understanding of the position requirements. Make sure to use specific technical terms and industry jargon that are relevant to the job.

C. Highlight Your Achievements and Responsibilities

Highlight your achievements and responsibilities in your previous roles. Be specific about your accomplishments and quantify them whenever possible. For example, if you reduced call wait times, include the percentage by which you reduced them.

D. Keep it Brief and to the Point

Keep your resume brief, concise, and to the point. Help desk support managers are usually very busy and don’t have time to read lengthy resumes. Try to limit your resume to one or two pages, using bullet points to summarize your experience and skills.

E. Use Action Verbs and Quantify Your Achievements

Use action verbs and quantify your achievements throughout your resume. This will help you convey a sense of action and accomplishment in your previous roles. For example, instead of saying “Answered customer calls,” say “Resolved customer issues by answering 50+ calls per day with a 95% customer satisfaction rating.”

Follow these best practices when writing your help desk support resume and stand out from the rest of the applicants. Remember, your resume is your first chance to make an impression, so make it count!

Examples of Help Desk Support Resumes

Sample help desk support resume #1.

Name: John Doe

Summary: 5+ years of experience in providing technical support and troubleshooting to end-users.

  • Experience with Windows and Mac OS
  • Knowledgeable in Microsoft Office Suite and Google Suite
  • Excellent communication and customer service skills
  • Knowledge in network administration
  • Experience in remote desktop support
  • Adept in ticketing systems and knowledge bases

Experience:

  • Technical Support Specialist, XYZ Company (2 years)
  • Provided level 1 and 2 support to end-users for software, hardware and network issues
  • Configured and installed software, hardware, network and peripheral devices for new users
  • Maintained accurate records of service requests and resolutions through a ticketing system
  • Help Desk Analyst, ABC Company (3 years)
  • Resolved technical issues via phone, email or remote access
  • Collaborated with team members to investigate and troubleshoot complex issues
  • Provided first-class customer service to end-users

Bachelor of Science in Computer Science, XYZ University Relevant coursework: Networking fundamentals, Operating Systems, Database Management

Sample Help Desk Support Resume #2

Name: Jane Smith

Summary: 8 years of experience in technical support and problem-solving with a reputation for excellent interpersonal skills.

  • Proficient in Mac and Windows environments
  • Adept in Citrix, Active Directory and Exchange
  • Skilled in remote support
  • Strong analytical and problem-solving skills
  • Excellent verbal and written communication skills
  • Proven ability to work effectively both independently and in a team environment

1. Technical Support Engineer, DEF Company (5 years)

  • Resolved technical support requests for software, hardware, network, and server issues
  • Provided new employee onboarding training and support
  • Monitored backups and ensured all servers were up-to-date with software patches

2. Help Desk Manager, GHI Company (3 years)

  • Managed a team of four help desk analysts
  • Provided remote and on-site support to internal and external customers
  • Maintained ticket tracking system and provided monthly reports to management

Sample Help Desk Support Resume #3

Name: Mike Johnson

Summary: Help desk support specialist with over 7 years of experience providing top-notch technical support and customer service to end-users.

  • Proficient in Windows and Mac OS
  • Strong knowledge of Microsoft Office and other software applications
  • Experience with network management and remote desktop support
  • Excellent communication and interpersonal skills
  • Ability to prioritize and work well under pressure

1. Help Desk Support Specialist, XYZ Corporation (4 years)

  • Provided technical support and troubleshooting for software and hardware issues
  • Assisted end-users with account setup, password resets, and system configurations
  • Utilized remote desktop tools to resolve issues efficiently
  • Documented support requests and solutions in the ticketing system
  • Collaborated with cross-functional teams to resolve complex technical problems

2. Technical Support Analyst, ABC Company (3 years)

  • Responded to support tickets and provided timely resolutions to end-user problems
  • Installed, configured, and maintained software and hardware systems
  • Performed system upgrades and patches to ensure optimal performance
  • Assisted in training new team members on support processes and procedures
  • Collaborated with vendors and escalated issues as needed for prompt resolution

Tips for Crafting a Stand-Out Resume Summary

A. Importance of a Strong Resume Summary

The resume summary serves as the first impression on potential employers. It is a brief paragraph located at the top of the page that summarizes your skills, experiences, and accomplishments. A strong resume summary can set you apart from other candidates by highlighting your unique value proposition and attracting the attention of the hiring manager.

A well-crafted resume summary can also give a clear idea of your career goals, your experience, and what you can offer to the company. It’s an opportunity for you to showcase your strengths and highlight how your skills align with the job you are applying for.

B. Examples of Effective Resume Summaries

Customer-oriented Help Desk Support with 5 years of experience providing technical assistance and support to internal and external stakeholders. Proficient in troubleshooting hardware and software issues, managing IT assets and helping end-users with their technical needs. Certifications include CCNA and CompTIA A+.

IT Specialist with a strong background in Tier 1 and 2 support experience. Equipped with excellent communication skills to provide efficient solutions for hardware and software issues. Proficient in MS Office programs, Active Directory, and remote access applications.

Help Desk Technician with over 3 years of experience in providing technical support for internal and external customers. Expertise in proactive system monitoring, hardware and software installation, and server management. Certifications include MCSA and ITIL Foundation.

C. Tips for Writing an Effective Resume Summary

Keep it concise: Your resume summary should be no more than 3-4 sentences long. Focus on highlighting your most relevant skills and experiences.

Tailor it to the job: Read the job description carefully and adjust your summary to emphasize how your skills align with the job requirements.

Highlight your accomplishments: Use strong action verbs to describe your accomplishments and quantify them with specific numbers.

Showcase your skills: Highlight the skills that you bring to the table and how they can add value to the organization.

Use keywords: Incorporate keywords that are relevant to the job description and industry standards. This will help your resume get past the automated tracking systems and noticed by human recruiters.

A strong resume summary can make all the difference in your job search. By focusing on your skills and experiences, tailoring it to the job you are applying for, and using strong action verbs and keywords, you can craft a stand-out resume summary that highlights your unique value and enhances your chances of getting hired.

Common Mistakes to Avoid in Help Desk Support Resumes

When creating a Help Desk Support resume, it is important to avoid common mistakes that can harm your chances of landing an interview. Here are some things to watch out for:

A. Generic Resumes that Lack Details

Avoid creating a generic resume that lacks specific details about your experience and qualifications. Make sure to tailor your resume to the specific job you’re applying for by highlighting relevant skills and accomplishments.

B. Typos and Grammatical Errors

Nothing can destroy your chances of getting an interview faster than typos and grammatical errors. Make sure to proofread your resume carefully for mistakes in spelling, grammar, and punctuation.

C. Including Irrelevant Information

Avoid including information that isn’t relevant to the job you’re applying for. Information about your hobbies or personal interests, for example, may not be important to a potential employer unless they directly relate to the position.

D. Exaggerating Accomplishments and Skills

Exaggerating your accomplishments and skills can be tempting, but it is not a good way to impress potential employers. Stick to the facts and provide concrete examples of your achievements to demonstrate your value as a Help Desk Support professional. Keep your resume concise and avoid using too many words to describe your accomplishments and skills.

Help Desk Support Resume Template and Format

If you’re looking to pursue a career in Help Desk Support, it’s essential to have a well-formatted and professionally crafted resume that stands out from the crowd. The following sections will guide you through the steps required to create a winning Help Desk Support resume.

A. Proper Formatting of a Help Desk Support Resume

A well-structured Help Desk Support resume should be divided into different sections, including:

  • Contact Information
  • Objective Statement
  • Professional Summary
  • Certifications

Technical Skills

  • Professional Experience

These sections should be arranged chronologically, starting with the most recent and ending with the oldest. It’s essential to customize your resume to cater to the specific employer’s needs while highlighting your skills and experience.

B. Recommended Font, Margins, and Spacing

Choosing the right typeface and font size is crucial in making your resume legible and easy to read. It’s recommended to use a standard font, such as Arial, Times New Roman, or Calibri, with a font size between 10pt and 12pt.

When it comes to margins, it’s suggested to set them at 1 inch all around, allowing sufficient white space for readability. Additionally, proper spacing between paragraphs and sections is crucial. Using a single line break or double spacing, depending on your preference, can ensure the reader’s attention.

C. Resume Templates for Help Desk Support Professionals

Thankfully, several Help Desk Support resume templates can serve as a basis for crafting your own. These templates, easily customizable and tailored to your needs, can save you time and make your resume aesthetically pleasing.

While there’s no ‘one size fits all’ approach to resume templates, selecting one that caters to the required skillset, industry, and experience can help you land your dream job. When using a resume template, remember to adjust it to your individual work experience, education, and skillset.

Crafting a winning Help Desk Support resume requires effort, attention to detail, and customization to the specific employer’s needs. Utilizing these best practices of proper formatting, font, margins, and spacing, along with selecting an appropriate resume template, can help set you apart from the crowd and land you a job.

How to Showcase Soft Skills in a Help Desk Support Resume

When it comes to applying for a help desk support role, it’s important to acknowledge the value of soft skills. While technical ability is crucial to the position, possessing soft skills can make all the difference in providing exceptional customer service.

A. Importance of Soft Skills in a Help Desk Support Role

In a help desk support role, you will be the face of the company for many customers. It’s important to have exceptional soft skills to handle difficult customers, diffuse tensions, and offer effective solutions. Soft skills can also assist in creating a positive customer experience, which can lead to repeat business and positive reviews.

B. Examples of Relevant Soft Skills

Some of the essential soft skills you should possess as a help desk support professional include:

  • Communication: Clear and concise communication is key to resolving customer issues. Active listening and adapting your communication style to suit the customer’s needs and personality can also increase their satisfaction levels.
  • Empathy: Being able to identify with your customers’ concerns can help them feel heard and understood. This can result in a positive outcome, even in challenging situations.
  • Time Management: Effectively managing your time and workload can increase your efficiency and the number of customers you’re able to assist.
  • Problem-solving: As a help desk support professional, you will encounter a wide variety of issues. Being able to think critically and offer creative solutions is essential to succeeding in this role.

C. Tips for Highlighting Soft Skills in Your Resume

To showcase your soft skills effectively, consider the following tips:

Utilize the job description: Review the job description and ensure that you include any keywords or phrases that are mentioned. This can demonstrate that you possess these skills and are a strong match for the position.

Use specific examples: Rather than simply stating that you have excellent communication skills, provide examples of instances where you utilized these skills to solve a problem or create a positive customer experience.

Quantify your achievements: If possible, quantify the impact of your soft skills. For example, mention the percentage increase in customer satisfaction ratings following your implementation of a new time management technique.

Emphasize team collaboration: Collaborative skills can be particularly important in a support role. Highlight any instances where you worked with others to provide exceptional customer service.

Showcasing your soft skills as a help desk support professional can strengthen your application and increase your chances of landing your dream job. By utilizing these tips and highlighting your relevant skills, you can stand out as an excellent candidate for the role.

Qualifications and Certifications to Include in Your Help Desk Support Resume

As a help desk support professional, your resume should highlight your qualifications and certifications to demonstrate your expertise in the field. Here are some tips on what to include:

A. Relevant Qualifications for Help Desk Support Professionals

When listing your qualifications, focus on those that are relevant to the help desk support role. These may include:

  • Education: A degree in computer science or a related field can demonstrate your knowledge of IT concepts and technical skills.
  • Relevant experience: If you have prior experience in a help desk or customer service role, highlight the skills you developed that are relevant to the position. This may include strong communication skills, problem-solving abilities, and technical troubleshooting experience.
  • Other training or certifications: If you have completed any training programs or certifications that demonstrate your knowledge of IT software or hardware, be sure to include them.

B. IT Certifications for Help Desk Support Professionals

In addition to your relevant qualifications, you may also want to include any IT certifications that you have earned. Some of the most common certifications for help desk support professionals include:

  • CompTIA A+: This certification covers hardware and software technologies, making it relevant for help desk technicians.
  • ITIL: This certification demonstrates knowledge of IT service management, including service design and delivery, incident management, and problem management.
  • Microsoft Certified Solutions Expert (MCSE): This certification demonstrates expertise with Microsoft technologies, which are commonly used in help desk environments.

C. Tips for Highlighting Your Certifications and Qualifications

When listing your certifications and qualifications, make sure they are prominent and easy to read. To ensure that they stand out:

  • Include them in a separate section of your resume labeled “Certifications” or “Qualifications.”
  • Use bullet points to break up the information and make it easier to read.
  • Focus on those certifications and qualifications that are most relevant to the job you are applying for.
  • Use descriptive, action-oriented language. For example, instead of just listing a certification, describe the skills and knowledge you gained through the training program.

By highlighting your relevant qualifications and certifications in your resume, you can demonstrate to potential employers that you have the skills and expertise needed to succeed as a help desk support professional.

How to Optimize Your Help Desk Support Resume for Applicant Tracking Systems

A. how applicant tracking systems work.

Applicant Tracking Systems (ATS) are software systems that help recruiters and employers manage the recruitment process. These systems can quickly and easily filter through resumes to identify the most qualified candidates based on their skills, experience, and other key factors.

Essentially, the ATS acts as a gatekeeper, screening all of the resumes that come through and only allowing the most qualified applicants to move on to the next stage of the hiring process. It uses algorithms to scan resumes for keywords and phrases that match the job description, as well as other criteria such as work experience, education and certifications obtained.

Without proper optimization for ATS, a Help Desk Support resume may be overlooked despite its overall merit.

B. Best Practices for Optimizing for Applicant Tracking Systems

Here are some tips to help you optimize your Help Desk Support resume for ATS:

Use relevant keywords and phrases. When crafting your Help Desk Support resume, be sure to include key skills, experiences, and certifications that are relevant to the job description. This will help your resume to appear more prominently in an ATS scan.

Follow a clear, easy-to-read format. To make sure that the ATS can easily read your Help Desk Support resume, stick to a clear and easy-to-read format. Use bullet points and section headings to organize your information, and avoid using images or graphics.

Use job-specific titles when describing your experience. Use the exact titles of your previous positions, as listed in the job description. This will help the ATS to recognize your experience and qualifications.

Keep it professional. When designing your Help Desk Support resume, stick to a professional and simple format. Avoid using fancy fonts or graphics, and make sure that your contact information is prominent.

C. Common Mistakes to Avoid in Optimizing for Applicant Tracking Systems

Avoid the following mistakes when optimizing your Help Desk Support resume for ATS:

Using irrelevant keywords: Don’t over-stuff your Help Desk Support resume with irrelevant keywords in an effort to get past an ATS. Your resume should be genuine and relevant to ensure proper scoring.

Submitting an unformatted resume: Avoid submitting a resume with a poorly structured format that cannot be processed by ATS.

Using unconventional design elements: Do not use unconventional design elements such as photos, graphics, icons, or tables which can break formatting.

Failing to review your resume: It is crucial to review your resume before submission to avoid mistakes in formatting, spelling, and grammar as these may compromise your candidacy.

By following these best practices and avoiding common mistakes, you can optimize your Help Desk Support resume for ATS and increase your chances of getting noticed by the employers.

In addition to the relevant soft skills, Help Desk Support professionals are required to have technical knowledge and expertise to provide solutions and assistance to customers. In order to showcase your technical skills, it’s important to create a separate section in your resume highlighting your proficiency in various technical areas. Here are some examples:

Hardware Skills

Help Desk Support professionals must have a thorough understanding of the hardware components of a computer system. This includes knowledge of different types of hardware such as desktops, laptops, printers, and scanners. Additionally, professionals should have expertise in diagnosing hardware issues and providing recommendations for maintenance or replacement.

Software Skills

An important aspect of Help Desk Support is troubleshooting software-related problems. One must have knowledge about operating systems like Windows, Linux, and Mac OS. Additionally, proficiency in software applications such as Microsoft Office and Adobe Suite is a must.

Network and Security Skills

With the increasing usage of cloud technologies and remote work, network and security skills are becoming more and more important. Familiarity with network topology, protocols, and administration is necessary for providing assistance for connecting, configuring, and troubleshooting network and server issues. Knowledge about firewalls, anti-malware software, and data-security measures are also key to addressing the security concerns of customers.

Remote Support Tools

Help Desk Support professionals must be familiar with remote support tools such as Remote Desktop Protocol (RDP), Virtual Private Networks (VPNs), and TeamViewer. These tools enable professionals to provide remote assistance and securely diagnose and troubleshoot customer problems from a distance.

Mobile Devices and Applications

With the shifting trend towards mobile devices, Help Desk Support professionals must also have expertise in providing assistance for mobile devices and applications. Knowledge about smartphone operating systems such as iOS and Android, and proficiency in mobile applications such as email and messaging apps, is a must.

Highlighting your technical skills is an essential aspect of creating an effective Help Desk Support resume. These skills set you apart from other candidates and demonstrate to the employer that you have the required knowledge to troubleshoot and solve customer issues.

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Looking for an IT Help Desk resume?

[ Click here to directly go to the complete IT help desk resume sample ]

IT help desk is an important part of any organization.

As an IT help desk professional, it is your responsibility to provide technical support to customers and uphold the productivity of an organization.

And in this blog, we have listed all the tricks and tips to help you frame the perfect job-winning IT help desk resume that can get you on the radar of the recruiters.

Before going further, take a look at our IT help desk sample resume to know what an ideal resume should look like:

  • Programming Languages: Java, Python, C#, C++
  • Service Management Software: TOPdesk, ServiceNow, Spiceworks, Jira Service Desk, SolarWinds Service Desk
  • Oversaw 15+ help desk staff members who were tasked with assisting customers remotely, by e-mail or phone, or in-person
  • Played a key role in hiring, scheduling , and providing employee evaluations and feedback
  • Administered repairing, upgrading , and complete configuration of 200+ PCs and related peripherals
  • Performed periodic hardware & software checks to ensure that they are functioning properly; improved quality by 17%
  • Motivated the team members, administered training materials and gave KTs to small or large audiences once a month
  • Trained 150+ non-IT employees on analyzing & repairing minor hardware/software failures to increase efficiency by 15%
  • Performed random audits to ensure that the help desk team of 50+ employees is providing good customer service
  • Increased client satisfaction by 30% through effective communication and problem solving
  • Attended major support calls (~20/day ), 5+ walk-in customers, and 30+ emails daily for Tier 2 & 3 levels technical support
  • Developed, executed, and followed IT operational policies, standards, and work instructions for customer support
  • Installed and updated hardware & software and recommended computer equipment to reduce the overall cost by 18%
  • Designed & performed tests on 15+ applications as per the required standards and ensured data security
  • Documented all software/applications upgrades & modifications and maintained the IT & software Inventory
  • Responded to user's inquiries ( 25+ daily ) regarding computer, email, phone connectivity, software or hardware inquires
  • Answered, evaluated, and prioritized incoming telephone , voicemail, e-mail, and in-person requests for assistance
  • Collaborated with 7+ vendors to troubleshoot issues related to IT equipment, LAN/WAN connectivity, and software
  • Installed and configured computer systems & installed/updated to the latest software/applications for 30+ employees
  • Responded to 15+ customer inquiries in a day, diagnosed the issue and assisted them in troubleshooting challenges
  • Updated, maintained & monitored all aspects of computer networks and resolved network related issues
  • Assisted in resolving technical issues concerning 15+ client's accounts and the company's software infrastructure
  • CompTIA A+ Certified Professional | CompTIA | Apr '17
  • GPA: 4.5/5.0

Here is a brief overview of our 2022 It Help Desk Resume Blog:

  • Unless you are a job hopper or looking for a change in your career, make use of the reverse-chronological format.
  • Create separate sections to highlight your key skills and technical skills in an IT help desk resume skills.
  • If you are a certified professional, make sure that you mention the details in your IT help desk technician resume.

To analyze more about what to put on a resume for IT help desk job, keep reading.

You will also learn how to write a job-winning IT help desk support resume while simultaneously learning:

  • What to put on a resume for IT help desk job that can make you stand out.
  • How to highlight your skills in an IT help desk entry level resume.
  • How to create a keyword optimized IT help desk resume.
  • How to compose a suitable IT help desk resume summary.
  • How to optimize your IT help desk resume skills.

Hiration's Online Resume Builder is here to help you write the perfect IT help desk resume with professional assistance.

Our Online Resume Builder is stocked with a huge library of resume examples and an IT help desk resume template that will make your job application easier and effective!

All you have to do is replace the pre-filled information in our example templates with your details as per the targeted job application requirements.

Follow the given steps and learn how to write an IT help desk resume that will further help you communicate your skills to the recruiters:

Pick the Right IT Help Desk Resume Format

Include distinct sections to organize your it help desk resume, start by framing your it help desk resume header, draft a flawless it help desk professional experience section, provide the details of your education in the it help desk resume, highlight your it help desk resume skills, conclude your it help desk resume with a suitable summary/objective, use hiration’s services to create the perfect it help desk resume.

Here is a list of all the topics that you will learn in this blog:

[ Back to Table of Content ]

The Applicant Tracking System is a reliable software used by most recruiters and employers during the hiring process.

And the right resume format can help you enhance your IT help desk resume in the most effective way and make it easier for the recruiters to recognize your professional expertise.

Pick the most suitable resume format from the most distinct ones described below:

Reverse-Chronological: This is one of the best and the most preferred resume format because your most recent and relevant professional details are highlighted upfront to make it recruiter-friendly. Additionally, it is also ATS-friendly and hence gives you a higher chance to get recognition from the recruiters.

Functional: This format is not the best kind to be used as it is not effective enough to help you rank high on the ATS. But for freshers, job-hoppers, and people looking for a change in their career, this resume format can have its benefits. Try and avoid using it if you have a smooth sailing career trajectory.

Combination: This resume format can be effective for framing your IT help desk resume if you have extensive years of professional experience ranging between 15-20 years. You can highlight both your skills as well as your work experience and describe them in detail.

In case you are not sure about which resume format to use to frame your resume for IT help desk, you can always rely on our resume experts at Hiration.

Here is an opportunity to get your resume reviewed by professionals to make it recruiter friendly and ATS-compliant.

There are two types of resume sections and you need to know exactly which sections to include in your resume that can help you frame a job-winning resume.

The sections listed below are the traditional or standard sections that should be included in your resume at all times:

  • Personal Information
  • Profile Title
  • Summary/Objective
  • Professional Experience

The below-given sections are optional and you can include them whenever required or deemed necessary to add value to your standard sections:

  • Certifications (if any)
  • Additional Information (if any)
  • Awards & Recognitions (if any)

To learn more about resume sections you can go through Hiration's 2022 Guide to adding the right sections in a resume .

Or you can simply go to Hiration’s Online Resume Builder and create an IT help desk support resume that can help you get shortlisted for the job of your dreams.

If you are someone who uses "CV" or "Resume" as your resume header, you have to stop stating the obvious and start saving precious space on your resume.

Your name should be written at the topmost part of your IT help desk resume to maintain its unique identity and make it allow the recruiters to keep an easier track of your resume.

Use the largest font size in the range of 16-20 font size and simply leave a space between your first name and last name.

In case of a middle name, just write the initial of your middle name, add a full stop and place it between your first and the last name.

To get an in-depth knowledge of curating the perfect resume header, you can go through Hiration’s 2022 Guide To Writing The Perfect Resume Header .

Look at the IT help desk resume example illustrating an ideal resume header that we have made with Hiration’s Online Resume Builder :

IT-Help-Desk-Resume-Header

IT Help Desk Resume: Personal Information

Provide the required details to make sure that the recruiters get in touch with you for any likely shortlist.

An ideal personal information section should contain the following:

  • Contact Number: Provide the contact number that you actively use through which the recruiters can easily get in touch with you.
  • Email Address: Provide an email address that has your real name to maintain a professional approach.
  • Current Location: If you are applying for a job abroad, mention your state and country. Else simply mention your current city and state of residence.

Additionally, you can also mention the details of the following as per your discretion:

  • LinkedIn profile link
  • Link to an online portfolio

For more details on this section read Hiration's 2022 Guide to composing your contact information .

Refer to the sample IT help desk resume given below to see what an ideal personal information section looks like in an IT help desk support resume:

IT-Help-Desk-Resume-Personal-Information

Our Online Resume Builder can help you put together an impeccable IT help desk entry level resume.

IT Help Desk Resume: Profile Title

The second-largest text in the range of 14-16 font size should be used to curate your profile title on a resume.

It communicates your current designation, your functional industry, and the level of seniority in your field of work.

If you are tempted to exaggerate your profile title, get rid of the thought because it can only spell doom for your job application.

Be accurate with what you have professionally done and where you stand in your professional podium for the recruiters to recognize your professional status.

An ideal profile title should look like the one shown in our below-given IT help desk sample resume:

IT-Help-Desk-Resume-Profile-Title

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Since the professional experience section takes up most of your resume you need to make the best use of this section.

Every relevant work experience or the current job profile that you are holding should be described for the recruiters to easily recognize your professional expertise and raise your chance of being shortlisted for the targeted job profile.

To ensure that you frame an impressive professional experience section, you need to apply the following factors:

STAR Format

  • Frame Points

Bucketing & Bolding

[ Back to Table of Content ] Use the STAR format to describe your work details for the recruiters to easily recognize your potential:

STAR refers to:

  • S: The s ituation, backdrop, or context of your contributions.
  • T: The actual t ask that was assigned to you.
  • A: The strategy you put into a ction to execute the assigned task.
  • R: The r esult or outcome of your action in the form of an achievement figure.

Framing Points

[ Back to Table of Content ] What do employers look for in resume for IT help desk?

Well, the answer is simple!

They simply look for those applicants who are qualified to shoulder the responsibilities of an IT help desk.

Just as simple as the answer is to the question asked, your professional experience statement should be simple and easy to understand too.

Let us look at the two sets of IT help desk resume examples that we have given below for you to understand the effectiveness of framing your points and how it can be easily done.

IT Help Desk Resume Example 1

"As an IT help desk for the XYZ company I was assigned to oversee 10 help desk staff members who were given the task to remotely assist the customers and clients, through e-mail or phone. I also played a key role in the process of scheduling meetings, hiring, and providing evaluations of the employees. I have successfully administered the complete configuration of 150+ personal computers for two different departments by repairing and upgrading. Additionally, I performed periodic hardware or software checks to ensure that they were properly functioning and improve the quality of work by 15%."

IT Help Desk Resume Example 2

Oversaw 10 help desk staff members who were assigned to remotely assist customers, via e-mail or phone Played a key role in the process of scheduling, hiring, and providing evaluations of employees Administered the complete configuration of 150+ PCs for two departments by repairing and upgrading Performed periodic hardware/software checks to ensure the proper functioning and improve 15% work quality

Framing Points: Analysis

From the two IT help desk resume examples illustrated above, we can observe that:

  • Writing a long paragraph to describe your professional roles & responsibilities as an IT help desk does not do justice to your expertise and potential. It is hard to recognize your skills at a glance and most recruiters may not spend enough time going through the whole paragraph.
  • Whereas, framing one-liner bullet points are easier to read and hence the recruiters would easily recognize the positive impact you had on your work. Moreover, one-liner points tend to focus on your main involvements and do not highlight vague points.

In conclusion, you can curate ATS-friendly resumes by using bullet points to frame one-liners and communicate your professional caliber to the recruiters.

[ Back to Table of Content ] Another important factor that can contribute towards enhancing your professional experience section is bucketing and bolding.

To understand why it is so, look at the two IT help desk resume examples give below.

Administered materials for training materials and conducted KTs to both small and large audiences every month Trained 100+ non-IT employees on how to analyze & repair failures of hardware/software Increased 50% client satisfaction through effective communication and problem solving Attended support calls (~30/day) and 40+ emails for Tier 2 & 3 levels technical support Provided customer support as per the IT operational policies and standards to ensure the best service
Training & Customer Satisfaction Administered materials for training materials and conducted KTs to both small and large audiences every month Trained 100+ non-IT employees on how to analyze & repair failures of hardware/software Increased 50% client satisfaction through effective communication and problem solving Client Relationship Management Attended support calls (~30/day) and 40+ emails for Tier 2 & 3 levels technical support Provided customer support as per the IT operational policies and standards to ensure the best service

Bucketing & Bolding: Analysis

  • Framing points in one-liner alone are not enough to get the attention of the recruiters as it does not make the highlights of your points stand out for the recruiters to easily recognize.
  • Whereas applying bucketing and bolding makes it easier for the recruiters to recognize the most significant points without having to read through the whole resume.

In conclusion, you must always list all the similar points under the relevant buckets by creating unique headings. And enhance your framed points to communicate your work experience for the recruiters to easily read and comprehend.

To understand this section in detail and learn how to master it, read Hiration's guide on framing the work experience in your resume .

IT help desk resume sample for Professional Experience

Here is an IT help desk resume sample signifying an ideal professional experience section:

IT-Help-Desk-Resume-Professional-Experience

IT Help Desk Resume Keywords

To make sure that your IT help desk entry level resume ranks high on the ATS, you need to keyword-optimize your resume.

Suitable keywords can be found in the IT help desk job description.

Before you start sending out your resumes to the recruiters, make sure that you compare your job description and the keywords included by the recruiters in the job listing.

Pick the most relevant and significant keywords that highlight your professional skills and list them in your professional experience section and key skills section.

You can also add suitable keywords in your IT help desk resume summary and IT help desk resume skills sections.

Including the right keywords in your resume can raise your chances of ranking high on the ATS and give your better opportunity to end up being recognized by the recruiters who can give you the required shortlist.

Every time you wonder what to put on a resume for IT help desk job, remember that your educational qualification can raise your chances of landing your dream jobs.

Do not skip the education section in your resume, especially if you are writing an IT help desk entry level resume.

The education section of your resume should ideally consist of the following details:

  • Name of the school/university you have attended.
  • Name of the courses you have pursued.
  • The location of your school/university.
  • Enrollment and graduation dates in the month & year format.

We have an exhaustive guide written just for this section on Hiration's 2022 Guide on how to list education on your resume .

Refer to the IT help desk support analyst sample resume showcasing the ideal education section for your resume:

IT-Help-Desk-Resume-Education

IT Help Desk Resume: Certifications

Apart from the details of your educational qualification, you can also add any relevant certifications that validate your eligibility to practice your line of work.

The certification section of your IT help desk support resume should consist of the following details:

  • Certification course name.
  • Name of the institute of affiliation.
  • Location of the institute of affiliation.
  • Enrollment and completion date of the course in the month & year format.

Hiration's 2022 Guide on listing certifications on a resume has more in store for you to get a better understanding of this section.

The below-given sample resume for IT help desk is showcasing what an ideal certifications section for your resume looks like:

IT-Help-Desk-Resume-Certification

Create an impeccable resume with the help of our Online Resume Builder .

It is safe to say that this section can do wonders for your resume and raise your chances of being shortlisted by the recruiters if curated effectively.

Most of the skills that need to be highlighted in this section are ideally present in your professional experience section. So simply scan through your one-liners and pick those skills that have been justified, then list them in this section.

To use this section in your favor and rank high on the ATS, add suitable and relevant keywords that are mentioned in the job description.

Make sure to read Hiration's 2022 Guide on what skills to put on a resume and learn more about curating the perfect skills section.

Here is an IT help desk resume sample showcasing the perfect key skills section:

IT-Help-Desk-Resume-Key-Skills

IT Help Desk Resume Summary

A resume summary is an important feature of a resume that can help you give the recruiters an insight into your resume in just a few lines without wasting their time.

It is most suitable if you compose this section in the end because that way it will be easier for you to decide which points to skip and which points to mention.

Compose an IT help desk resume summary only if you have more than 3 years of work experience to highlight in your resume.

Try to keep it short and precise in 3-5 lines and add suitable keywords

There is more about this section in our Resume Summary Guide so make sure that you go through it to learn how to compose a suitable IT help desk resume summary.

Attached below is an IT help desk resume sample showcasing the ideal resume summary:

IT-Help-Desk-Resume-Summary

In the meanwhile, make resume-writing an effortless affair with Hiration's Online Resume Builder now!

IT Help Desk Resume Objective

Compose an IT help desk resume objective if you are a fresher writing an IT help desk resume entry level or have very less experience to highlight in your resume.

It gives an overview of your resume just as an IT help desk resume summary.

The only difference is that you need to keep professional experience on the sideline and focus on your skills and describe how you can contribute towards the higher goals of an organization.

Read Hiration's 2022 Guide on Resume Objectives to learn more about resume objectives.

Looking for a state-of-the-art resume builder and review services to help you build an impeccable It help desk resume?

Visit our Online Resume Builder and explore the best we have to offer you.

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Your resume will be reviewed in compliance with the below-mentioned parameters:

  • Compliance with industry norms ** Conversion Scope
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Key Takeaways

  • Always use the right resume format that best suits the trajectory of your career and the requirements of your job application.
  • Label your resume with your name as the header and provide your contact details along with an accurate profile title.
  • Frame action-oriented one-liner points and apply the bucketing and bolding to make them effective.
  • Make sure that your resume is keyword optimized to rank high on the ATS and raise your chances of being shortlisted by the recruiters.
  • Clearly mention the details of your education and certification to enhance your resume.
  • Create a separate section to highlight your most significant skills.
  • Compose a suitable IT help desk resume summary to give an overview of your resume.

Now that this blog has come to an end, we advice you to make use of all the IT help desk resume examples and IT helpdesk resume samples while writing the best resume.

Go to Hiration resume builder and create a professional resume for yourself. Additionally, reach out to us at [email protected] and you can get 24/7 professional assistance with all your job & career-related queries.

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Help Desk Automation: A Recipe for Better Support

Alison Groves

These days, many of us are being asked to do more with less, no matter what type of business we work in. For example, if you work in ecommerce, consumers are buying online in greater volumes than ever before. Sales are up, which is great for the business, but it also puts extraordinary pressure on those teams who are supporting more orders and more customers with the same (or even fewer) resources.

That’s where help desk automation can come in handy. When done well, automation can give customers a better experience and reduce the stress on your team. You can automate just about anything, from internal tracking and organization to sending automatic replies or notifications, giving your team more time to concentrate on what’s important: taking care of your customers.

In this post, we’ll take a deeper look at help desk automation, exploring what it is and how it can benefit you and your customers. We’ll also provide some automation examples and show how you can use Help Scout to automate your support processes.

What is help desk automation?

Help desk automation is a method of streamlining customer service work through the use of workflows or AI-powered tools. 

Most (if not all) help desks out there have a way to automate tasks that don’t need human intervention. For instance, when an email arrives in your queue, automation can scan through things like the email address of the sender, the subject line, or keywords in the body to automatically take an action. Instead of the human doing the task, automation handles it. 

The benefits of help desk automation

Many of the messages support teams receive are important and/or urgent. But in a crowded help desk queue, your team can easily get tied up dealing with less urgent questions while those important emails slip further down in your inbox. It’s also common for folks to get bogged down by administrative tasks like conversation tagging or routing tasks to the right team, cutting into the time they have available for working through the queue.

Automating certain parts of your support process can prevent these types of bottlenecks, giving your team time to work on more complex issues or conversations that could benefit from their expertise. 

Here are a few ways that help desk automation might benefit your team:

Faster response times — When administrative work is automated, team members are able to prioritize customer interactions, helping reduce response time and increase satisfaction.

Reduced mistakes — Automation ensures that all tasks get completed and no conversation falls through the cracks. 

Improved morale — Automating busy work can relieve the pressure on your support team, reducing cognitive load over time.

Increased productivity — Removing emails from the queue with automation helps your team focus on only the tasks that require human touch.

Reduced support costs — The larger your queue grows, the more people are needed to manage it. Automation can almost act as another member of your team, managing easier tasks without adding to your bottom line.

Recommended Reading

5 Ways to Automate Support Without Degrading Service

5 Ways to Automate Support Without Degrading Service

Automating your customer service flows with help scout.

In Help Scout we call automations “workflows,” and they can be used in an almost infinite number of ways to help you save time and free your team up to do more productive things instead of doing what amounts to just a lot of busy work.

Workflows in Help Scout are similar to Gmail filters or rules in other email clients. They are composed of:

Conditions = what you’re looking for

Actions = what you want to happen

Think of them as if/then statements. If this thing happens in Help Scout, then these actions will automatically take place without a human having to intervene.

Workflows work great in conjunction with other Help Scout features like tags and custom fields , as you can use the automation to add tags and set custom fields without your team having to remember to do so. This can help you have the most accurate picture when it comes to reporting , and it takes that cognitive load off of your team so they only have to worry about the reply to the customer, which is the most important thing.

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8 help desk automation ideas to improve productivity and service

Knowing where to start with workflows and automations can feel like a daunting task. One way to get started is to think of the things you and your team spend the most time doing — the busy work that you wish you did not have to do so that you could work on more impactful tasks:

Are there emails in your queue that you always end up just closing out?

Do you wish certain emails could be tagged as soon as they hit your inbox for better visibility? 

Would it be helpful if you could follow up with customers without having to actually remember to check in? 

If there’s a repetitive task that has been eating away at your team’s time, chances are there’s a way to automate it! Here are a few automation ideas that may help you spark some of your own.

1. Stay on top of aging conversations 

One really great way to use a workflow is to keep track of aging conversations in the queue. An automation that lets you know that an email is languishing can really help your team live up to your customer support goals and get help to customers as quickly as possible.

Help Desk Automation: SLA Workflow

2. Try a workflow automation for email routing

Another great way to automate your inbox is to move emails from one mailbox to another when better suited for a different team. For example, if an email is sent to the sales team but has “need support” in the subject line, you could automatically route that over to your support mailbox without any human intervention.

Help Desk Automation: Email Routing

3. Get organized

Another simple way to automate your email queue is based on keywords in the subject line or body of a message. For example, if the subject of an email contains words like “return” or “exchange,”  you can set an automation to tag it and add it to a folder for easier organization.

Help Desk Automation: Organization

4. Set up autoreplies

Similarly, you could look at those body or subject keywords and mimic an autoreply that sends an email to customers who match the criteria you have set up. Frustrated customers tend to use similar words and phrases to express their feelings about an issue with a purchase, and getting a reply to them immediately not only helps your team prioritize other things, but it leaves a great impression on the customer as well.

Help Desk Automation: Autoreplies

5. Improve the feedback loop

If you work with software or another type of online business, you may use a mechanism like CSAT or NPS to get feedback from your customers on how well your team is performing. Want to automatically reply to someone who gives you a bad rating to ask for more feedback? It’s easy for follow-ups to fall through the cracks, so automating that process can be super useful. It also allows the customer to feel heard and helps improve the customer relationship .

Help Desk Automation: Feedback

6. Use automation for better customer management

If you have account or customer success managers who are responsible for specific companies within their book of business, an automation could easily route emails coming from a specific domain right to the correct person. This saves extra email touches by your team, and it gets the customer to the right person as quickly as possible.

Help Desk Automation: Customer Management

7. Create a workflow to help with competitive research

Want to know how often your customers (or potential customers) are referring to your competitors in emails they send? Automatically tagging or categorizing those emails can help you build reports and easily find that type of data when you need it.

Help Desk Automation: Competition

8. Automate customer follow-ups

Many of us may need to follow up with someone if they have not responded to us in a certain amount of time for things like appointment reminders, bug fixes, or return and exchange information. Since these types of interactions really don’t need human intervention, automating those reminders can save your team a lot of time.

Help Desk Automation: Follow ups

Using AI as part of your help desk automation solution 

Another way you can automate in Help Scout is through our AI tools . We have three AI features that make it a little easier for your team to do their best work while in the queue:

AI summarize can sum up a long email thread into a few bullet points, which can be helpful when a manager or another team member needs to get up to speed on a case.

AI assist is great for making small tweaks to your replies before hitting send. The AI can do things like adjust length or tone or translate the copy into another language.

AI drafts uses a language learning model to read through previous email conversations and knowledge base articles from your Docs site and automatically draft responses to incoming emails in your queue. Instead of someone on your team having to write a reply from scratch, they can quickly review the draft that has been generated by AI and send it immediately.

Those few extra minutes that might be spent composing that email reply from scratch or sifting through long email threads add up over time, and much like workflow automations, letting AI do some of the heavy lifting can help your team work more efficiently.

Supercharge your support with AI

At Help Scout, we’ve made using AI feel effortless. Learn more about how our AI features can save you time and energy on every conversation.

Supercharge your support with AI

Work smarter with Help Scout

No matter how you go about it, taking advantage of help desk automation is a smart move for your business. Automation lets a computer handle all of the repetitive tasks in the background so that your team can focus on what you hired them for — providing amazing support.

If you'd like to give automation a try for yourself, consider signing up for a free trial of Help Scout today!

Like what you see? Share with a friend.

Alison groves.

Alison is a Senior Trial Specialist at Help Scout, where we make excellent customer service achievable for companies of all sizes. Connect with her on Twitter or LinkedIn .

Join 251,101 readers who are obsessed with delivering great customer service.

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IT Service Desk Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the it service desk job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

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  • Assisting with the detection and recording of possible Problems
  • Maintaining accurate hardware and software inventory and configuration information
  • Escalating the process as necessary per established escalation policies
  • Keeping affected business partners informed about progress
  • Assisting with the fulfillment of Service Requests
  • Monitoring the status and progress towards resolution of assigned Incidents
  • Performing Incident investigation diagnosis and resolution
  • Supervises team, including having responsibility over hiring, firing, and discipline
  • Occasionally works during evening or weekend hours when warranted
  • Working knowledge of MS operating systems and applications
  • Manage relationship with Tier 3 teams to drive continuous improvement while identifying opportunities for additional Tier 1 involvement in incident resolution
  • Ensure Service Desk phones are answered, voicemails and e-mails responded to and physical space staffed during business hours
  • Assists with on-boarding of new teammates
  • Drives change, fosters team spirit, and builds a winning team
  • Demonstrates management basics-planning, organizing, directing, developing and supervising
  • Everyone deserves a GREAT manager - Be one! Develop your staff and nurture the next leaders in the team
  • Leverage service desk best practices and process frameworks, such as ITIL foundations, to drive continuous process improvement
  • Perform occasional “remote hands” support for enterprise Networking, Storage or Systems Admin teams
  • Manage on-call rotation for Service Desk teams
  • Provides technical support to the organization's internal users of computer applications and hardware
  • Align, support, and recognize staff to maintain a high performing team with high morale
  • Analyzing Incidents to identify service restoration actions to be taken
  • Provide hardware and software support for all supported Personal Computer and Mobile Devices plus associated peripherals
  • Provides basic support of telephony and UC systems
  • Provides support of conference room audio video equipment

15 IT Service Desk resume templates

IT Service Desk Resume Sample

Read our complete resume writing guides

How to tailor your resume, how to make a resume, how to mention achievements, work experience in resume, 50+ skills to put on a resume, how and why put hobbies, top 22 fonts for your resume, 50 best resume tips, 200+ action words to use, internship resume, killer resume summary, write a resume objective, what to put on a resume, how long should a resume be, the best resume format, how to list education, cv vs. resume: the difference, include contact information, resume format pdf vs word, how to write a student resume, it service desk duty manager resume examples & samples.

  • Associates degree or apprenticeship
  • 6-8+ years of experience
  • Associate’s degree or equivalent combination of education
  • Requires five or more years of service desk related technical and managerial experience

It-service Desk Analyst Resume Examples & Samples

  • Communicates and coordinates ticket escalations, updates and outages with IT. Communicates ticket descriptions, updates, ETA’s, resolution explanations and outage notifications with the business
  • May be required to perform daily and weekly scheduled procedures for Data Center operations including, but not limited to, routine core systems maintenance, tape management, daily financial processing and reporting for foods, merchandise and ticketing as well as iSeries maintenance and monitoring
  • Can multi-task in a fast paced office environment
  • Can deal with problems involving a few concrete variables in standardized situations as well as problems that are undocumented and fairly complex as technology evolves and new systems implemented
  • Minimum 2 years’ experience with PC desktops, networked computer systems, Windows XP & Win 7 operating systems, Active Directory & Microsoft Office 2003, 2007 and 2010. Preferred knowledge of POS systems, VPN and iSeries
  • Works with 3rd party vendors, remote users and communicates with customers including, at times, top level executives. Solid written and verbal skills are a must
  • Minimum 2 years’ experience in computer related field and customer service or equivalent combination of education, experience or on the job training
  • Regularly (2/3 or more) sit for prolonged periods; talk; hear audible alarms, voice commands with background noise; use hands and fingers to grip, pinch, handle or feel objects, tools or controls; repetition-using an input device-a keyboard or mouse-in a steady manner; use close vision with or without corrective lens. (clear vision at 20 inches or less); maintain alertness and attentiveness up to 4 hours while working varying hours; maintain concentration/focus (e.g., ability to interpret the work environment and make decisions on predetermined operating policies and procedure)
  • Frequently (1/3 to 2/3) repeat motions more than twice per minute
  • Occasionally (1/3) stoop, kneel, crouch or crawl; use distance vision with or without corrective lens. (clear vision at 20 feet or more); use color vision (ability to identify and distinguish colors); use peripheral vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point); use depth perception (vision, ability to judge distances and spatial relationships); work in varied light conditions including low or diminished lighting; use their ability to smell
  • Frequently (1/3 to 2/3) work in extreme cold (non-weather)

IT Service Desk Analyst Intern Resume Examples & Samples

  • Respond to all user inquiries and reported incidents following established Incident Management processes. Troubleshoot computer/application problems, resolve problems whenever possible, and escalate to appropriate team when needed. Ownership of all high priority incidents by escalating to management, communicating status to business, tracking resolution process, and following up with users upon resolution. Complete all required process documentation
  • Process user access requests for all new hires, employee transfers, and separations in accordance with all established guidelines. Complete all required documentation associated with user access requests to ensure adherence to all SOX general controls
  • Complete low complexity production data repairs following established guidelines and prepared SQL. Work closely with application development and/or senior analyst to analyze data discrepancies and determine corrective actions. Document all changes in accordance with SOX general controls related to production data access
  • GPA of 3.3 or above
  • Troubleshoot computer/application problems
  • Hardware setup and configuration
  • Software installation/configuration
  • Active Directory user administration

Manager IT Service Desk Resume Examples & Samples

  • Managing overall day to day operations of the service desk; supervising service desk staff; hiring and training staff; ensuring adherence to processes and procedures for the service desk
  • Monitors customer satisfaction survey results; identifies potential customer service problems and seeks immediate resolutions; provides up-to-date process documentation and communicates project information to staff
  • Producing weekly reports, including and service availability, MTTR, as well as root cause data; using data/reports to drive continuous improvement and repair performance and fault rates; creating or assisting in the creation of "After Action" reports for major events that are suitable for customer and executive level review
  • Providing routine feedback to service desk staff in the form of KPI's, service level agreements, and help desk best practices; working with systems and network engineers to ensure available network and consistently detect and isolate network and service level outages and impairments
  • Establishing and following a planned professional development program
  • Demonstrated leadership skills, communication, analytical and problem solving skills, and short term and long term planning skills
  • Background in web technologies and enterprise application implementations in a UNIX/Oracle or Windows/SQL environment
  • Bachelor's degree or similar work experience
  • Extensive knowledge of Help desk operations, procedures and policy creation
  • Experience with event management and incident and problem management processes and tools
  • Knowledge of ticketing systems, Service Now preferred
  • Interpersonal/human relations skills
  • Strong interpersonal, organizational and analytical skills
  • ITIL, Apple, A+, Net+ certifications a plus

Specialist IT Service Desk Western Europe Resume Examples & Samples

  • Assist the Service Desk Manager in all daily operational tasks as listed below and act as a stand-in
  • Day to Day monitoring of the external providers service delivery and SLA fulfillment
  • Knowledge- and Quality Management between adidas and external service provider
  • Point of contact for the Business user community in all IT-related inquiries
  • Handling of escalations and interface between Business users, IT-departments and external Service Desk
  • Provide a high level of customer service/satisfaction in best in class approach
  • Creating and analyzing reports
  • Arranging meetings and creating presentations
  • Knowledge of common Service Desk processes and best practices
  • Non-expert but wide spread knowledge of PC, MAC, Business Applications and IT Infrastructure
  • Excellent Communication- and English language skills in verbal and written form
  • Strong analytical skill and understanding of reports
  • Knowledge in MS Excel and PowerPoint
  • Ability to learn and understand complex processes and to manage and interact between different parties
  • Willingness to travel and to interact with and in front of international crowds with a healthy self-confidence
  • Strong sense of customer and service orientation
  • Minimum 2 years of working in a large corporate IT-setting
  • Experience working with a wide range of computer technologies and business solutions
  • Experience with administrative tasks such as reporting and analysis
  • Experiencing in customer service and –communication
  • Ideally experience IT-Service Management or IT-Service Desk environments

Team Lead-it Service Desk Resume Examples & Samples

  • Bachelor's degree and/or 5 years experience in an IT support and service function
  • Candidates must have 3 to 5 years of supervisory experience
  • Experience in call center analytics/metrics
  • Quality Monitoring experience
  • Strong communications skills (verbal and written) along with presentation skills
  • Ability to build and maintain business partnerships
  • Ability to work with little day to day supervision
  • Strong planning skills
  • Ability to approach technical challenges from a business perspective
  • Familiarity with basic elements of Information Technology infrastructure
  • Understanding of PC operating systems and hardware

IT Service Desk Analyst Snei-sd Resume Examples & Samples

  • Resolve technical issues with Outlook, Mail, Distribution groups
  • Application support for SAP and other business applications
  • Mobile device support including Android and iOS
  • Use tools like Microsoft SCCM 2012 to distribute software
  • Procure Hardware and Software for IT department

IT Service Desk Coordinator Resume Examples & Samples

  • Utilizing technical and customer service skills to satisfactorily resolve end-user issues with products and services
  • Provide feedback and innovative suggestions for solutions to improve service and to reduce support call volume
  • Proactively follow-up with customers and escalate issues as necessary
  • Input and update service documentation into the call request system
  • To qualify, you must have an Associate’s Degree or better in a computer-related field or equivalent work experience. A+, Network +, MCP, or MCSE a plus. Previous customer service experience is preferred. The ideal candidate will be detail-oriented and will possess excellent troubleshooting and analytical problem solving skills as well as excellent written and verbal communication skills. Must possess knowledge of PC hardware, Windows operating systems, VPN remote access connections, Active Directory, Citrix, and the world-wide web. An understanding of TCP/IP, WINS and DNS is required. VMS/VAX and MS Office support experience is a plus. Ability to type 35-40 wpm
  • A positive, flexible and professional team player who thrives in a fast-paced environment will be well-suited to our team

IT Service Desk Analyst With French Resume Examples & Samples

  • Accepts and logs authorized calls by phone, web, mail, or other authorized means
  • Ensures phone coverage in shift patterns
  • Fluent written /spoken English and French

IT Service Desk Agent / Technician Resume Examples & Samples

  • Strong technical aptitude
  • Willingness to work shifts that start 7am-11am and end 4pm-8pm and can change quarterly
  • We do have needs for Spanish speaking technicians/agents. For those fluent in Spanish, please apply to our other online posting or send our Talent Acquisition Business Partner an email at [email protected]

IT Service Desk, Team Lead Resume Examples & Samples

  • Very good people management skills, should have experience in previous roles
  • Very good communication skills, should have managed services across geographies
  • Ability to drive initiatives in the team with creativity and a long term vision
  • ITIL understanding, experience of dealing with process improvements
  • Having a proven track record
  • Good understanding of the Fixed Line Internal IT Infrastructure
  • 5+ years IT call center experience a must
  • 2+ years’ experience as a lead or manager of a call center
  • Experience working in and SLA driven environment
  • Works well under pressure and in a fast paced, growing environment
  • Seeks solutions independently to solve problems. Works well under minimum supervision and deliver results daily
  • Experience leading and motivating a team
  • Experience creating, analyzing and presenting performance reports
  • Exceptional customer service orientation with strong interpersonal and relationship building skills; the ability to maintain patience in the face of experienced and inexperienced computer users
  • Ability to work in a challenging environment producing positive results that demonstrates a high degree of attention to quality, detail, correctness and deadlines in a multi-tasking, priority changing environment
  • Excellent computer application skill set including Exchange, Active Directory, Virtualization, Printer troubleshooting, MS Windows, Linux Operating System and MS Office Suite
  • Ability to analyze, identify and troubleshoot Window & Linux Operating System, desktop applications, hardware, and infrastructure via the phone and with remote access tools
  • Must be able to work with a variety of people and departments, and maintain confidentiality
  • Excellent written, organizational skills, verbal and analytical skills are a must
  • Understands friendly and helpful customer service is a top priority
  • Proactive team player who can work both independently and within a team environment to promote a unified front to our customers
  • Experience with ITSM based ticketing system Service-Now, BMC Remedy, JIRA Service Desk, HEAT or other ITIL based call tracking software
  • Experience in hiring and building small to mid-sized teams
  • Experience in handling a high volume operations teams
  • Education: Bachelor’s Degree
  • 8+ Years of professional experience
  • Desired ITIL Certification
  • 2015: 1st to market with competitive benchmarking analytics for publishers

Senior Mgr, IT Service Desk Resume Examples & Samples

  • Responsible for oversight and supervision of employees under management and 3rd party service providers critical to the delivery of the Service Desk functions
  • Drives continuous improvement and leads transition from business centric service desk function to HCH enterprise model
  • Responsible for overseeing the day-to-day operation of the IT Service Desk, which represents initial contact for all users reporting questions, problems or service requests regarding use of technology services
  • 5-10 years Service Desk \(or equivalent Operational\) experience and at least 5 years supervisory / manager experience

It-service Desk Specialist With Knowledge of Spanish Resume Examples & Samples

  • Provide technical assistance and support for incoming queries and issues related to computer systems, software and hardware
  • Respond to customer queries
  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
  • Organize new computers and other office techniques preparation and installation
  • Provide IS/IT induction and assist in IT trainings
  • Install computer peripherals for users. Maintain daily performance of computer systems. Install, modify, and repair computer hardware and software

It-service Desk Specialist With Knowledge of French Resume Examples & Samples

  • Provide all corporate software supports
  • Prepare technical documentation and user instructions
  • Organize equipment for meetings and end-users, also be responsible for equipment asset

IT Service Desk Team Lead Resume Examples & Samples

  • Ability to work in group setting and independently; ability to adjust to changing priorities
  • Strong interpersonal and communication skills, both verbal and written
  • Fluent in reading, writing and speaking English
  • 5 year experience in a similar role and/or a technical support position preferred
  • Experience working with computer software including Office 365 preferred
  • Experience with building and imaging of PCs is a plus
  • Knowledge of Microsoft SharePoint also a plus
  • Proven problem solving abilities

IT Service Desk Generalist Resume Examples & Samples

  • Handle customer issues via calls or emails recording an incident for each issue
  • Consistently uses service management tool to create/update incidents, requests, problems, etc
  • Coordination of user administration processes and password resets for all Polo platforms
  • Assists in the development of training activities and documentation to operational support processes
  • Adheres to all Service Desk processes and procedures
  • Contributes articles to knowledge base tool and functionality to support IT Customer Service team in resolving customer issues
  • Positive advocate for goals, commitments; and vision of Polo and is able to deploy that vision through the functional areas; knows when to proactively communicate regarding issues and problems that exist in their own functional area
  • The candidate must have general knowledge of iSeries, UNIX, Intel and WAN technologies
  • Excellent interpersonal skills are required
  • Meets individual scorecard requirements for operational performance
  • Communications: Listens with sensitivity and openness. Actively seeks constructive feedback and remains open and receptive to it. Messages are presented in a logical and well-organized manner. Anticipates the information needs of others. Proven skills in communicating with technical staff, customers and all levels of management. Possesses excellent writing and presentation skills
  • Teamwork and cooperation: Takes an active role to help team members accomplish tasks and goals. Takes initiative to resolve conflicts. Documented evidence of ability to facilitate collaboration among multidisciplinary groups
  • Building/Managing Relationships: Takes steps to manage how others view them Makes time to meet people and develop mutual understanding
  • Flexibility and response to change: Supports and promotes new or evolving procedures and routines. Demonstrated ability to study, understand, adapt and respond effectively to a constantly changing environment
  • Quality of work: Performs challenging tasks efficiently and effectively. Anticipates problems and takes corrective action prior to completing the task. Documented ability to manage projects from planning stages through implementation
  • Customer service: Anticipates and takes personal responsibility for customer satisfaction. Consistently goes out of the way to listen, understand, and support the needs of others in a sensitive manner
  • Availability: Demonstrates flexibility in meeting unexpected work fluctuations and schedules. Achievement motivation: Sets challenging objectives and works against self-defined standards of excellence to continually improve personal performance
  • This position description is intended to describe the essential functions, general content, and qualifications of this position. It is not an exhaustive statement of all duties and responsibilities performed in this position. Other duties may be assigned as needed
  • Education: Associate degree in Computer Science, Electrical Engineering, Information Systems or vocational/technical degree OR equivalent relevant experience in addition to the minimum experience requirement. A minimum of two-three years’ experience in a call center/service desk/help. Additional Training/Certification: Help Desk certification preferred. ITIL Foundations certification preferred. Technical certifications such as A+, Security +, MCP, are a plus

IT Service Desk Analyst With German Resume Examples & Samples

  • Categorizes and prioritizes all incidents and service requests arriving on the Global Service Desk queue, either resolving them directly or re-assigning them to other support teams as required
  • Cooperate with partners located over the whole globe
  • Fluent written /spoken English and German

IT Service Desk Analyst With Spanish & Italian Resume Examples & Samples

  • Understands service levels and executes tasks accordingly
  • Adherence to process and procedures to maintain quality and professionalism
  • Innovative and prepared to try different ideas where this could be beneficial to the environment and our clients
  • Fluent written /spoken English, Spanish and Italian/ French/ German

Manager, IT Service Desk Resume Examples & Samples

  • Supervise a team of individuals responsible for implementing and maintaining Service Desk standards, policies, processes and procedures, aligned with ITIL framework
  • Responsible for implementation of Incident Management process and works in conjunction with IT Operations and Engineering and associated Problem Management functions. Incident management process will include first level triage and direction to appropriate service lines
  • Serve as the escalation point to end-users for desktop support related incidents and requests
  • Proactively lead and develop the performance of team members through performance management, calibration, resource review & planning, capability, disciplinary, training & development to meet the needs of the business
  • Recommend and implement applicable technologies to effectively manage the client environment in regards to security, anti-virus, image and patch management
  • Manage reporting of metrics and Service Level Agreements that effectively measure team, department and vendor performance, and are in line with the needs of the business
  • Must be customer focused and will be tasked with continually improving customer satisfaction, which will include managing customer surveys, monitoring service desk interactions, and helping train service desk staff
  • Will help determine technology direction around client services including desktop/laptop, mobile devices, and remote access solutions
  • Support multi-media, teleconferencing, and conference room technologies
  • Responsibilities will include managing and serving multiple remote sites and remote employees
  • Four to six years related experience

IT Service Desk Resume Examples & Samples

  • Education – BA or BS in technical discipline (e.g. MIS, CS, Network Engineering, etc.)
  • Certifications – (HDI - Help Desk Institute, a professional organization for those working in the IT Service Management industry.)
  • Technical Experience: Hands-on and phone-based technical support experience in professional environment
  • Customer Service: Phoned-based technical support experience
  • Education: Associates earned - Nearing completion of BA or BS in technical discipline (e.g. MIS, CS, Network Engineering, etc.)
  • Certifications: A+, Network+
  • Technical Experience: Hands-on technical experience in professional environment
  • Customer Service: In-person technical support experience
  • Operate and maintain AV equipment for live and recorded events
  • Operate audio board and/or video conferencing and streaming or bridging technologies and equipment for presentations and meetings
  • Troubleshoot issues remotely and in person
  • Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance
  • Works closely with Network and Telecommunication Administrators

IT Service Desk Performance Manager Resume Examples & Samples

  • Development and shaping of the design and implementation of a strategic delivery programme to drive excellence in customer experience
  • Management and accountability for service partner performance and productivity relative to SLA’s & KPI’s
  • Act as point of escalation for all service related issues. Resolves escalated issues in accordance with the governance escalation procedures
  • Identification and analysis of key data points to establish trends and along with the formation of insights, and provision of thought leadership and recommendations to drive continuous improvement and influence the right outcome from partners
  • Work with our service partners to ensure the availability of the core Head office and Branch Desktop, email and collaboration platforms
  • Ensure effective collaboration with internal and external stakeholders to drive consensus, and ensure buy-in for the actions required to mature the effective operational framework and drive continuous improvement across AIB’s ways of working
  • Key stakeholder at the Vendor Service Governance forums to demonstrate the effectiveness of supplier performance against contracted KPI’s and SLA’s
  • Work closely with Financial Governance to analyse performance outcomes for Vendor Performance Credits/Earn-backs and to reflect impacts of Balanced Scorecard
  • Ensure the Service Provider delivers on continuous improvement process and assist in benchmarking service levels. Implementing service improvement plans where service levels are not being met
  • Delivering/representing Supplier Performance Metrics to Executive steering committee and other executive leadership groups, providing supporting commentary. Maintains database of outsourcing performance metrics
  • Reviewing Service transition plans for introduction of all new technologies and business processes
  • Tracking performance issues and corrective measures where implemented, with independent decision making in relation to the vendors and their performance
  • Accountable for minimising the operational risk of service delivery to AIB ensuring both direct and partnership approach to service delivery
  • Planning and priority setting – getting things done effectively and efficiently - Level 4
  • Communication and influencing – genuine two-way communication to achieve consensus and progress - Level 4
  • Problem solving and decision making – making timely, quality decisions - Level 4
  • Results focus – achieving results resiliently - Level 4
  • General Technical - Demonstrable understanding of the influence of ITIL/ISO20000 on IT Service Management practices. Level 4

IT Service Desk Analyst With Italian & English Resume Examples & Samples

  • Updates existing incidents and requests records active in the incident management system
  • Contagious enthusiasm fueled by a desire to be best in class
  • Client focused and biased in pursuit of business goals and objectives

After Hours IT Service Desk Agent Resume Examples & Samples

  • Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution
  • Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction
  • Provides case status updates to management and end-users per service level guidelines
  • Support and maintain effective relationships with users
  • Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support
  • Provide support for PCs, laptops, printers, cell phones, and tablets etc
  • Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management)
  • Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets)
  • Communicates with customers at all levels of technical and non-technical skills sets
  • Follow all standard operating procedures (SOP) through the effective use of Knowledge management
  • 1-2 years of related work experience preferably in an IT Service Desk/Call Center environment
  • AA degree or technical training preferred or equivalent combination of education and experience
  • Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and track incidents preferred
  • Certification in relevant IT products/technologies a plus
  • Focus on providing exceptional customer service
  • Able to communicate effectively in English both written and verbal with key stakeholders, leadership, partners, team members, other organizations, and customers
  • Ability to type while in involved in a conversation, at least 30 WPM
  • Sound understanding of customer support, operations, and processes with a desire and enthusiasm to serve customers
  • Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required
  • Working knowledge of the Microsoft Office application suite including MS Outlook
  • Active Directory, and Exchange experience preferred
  • Solid analytical/cognitive skills to troubleshoot complex and technical problems
  • Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
  • Demonstrated capability to achieve results under pressure in a fast paced client driven environment

IT Service Desk Phone Agent / Technician Resume Examples & Samples

  • Building and shaping a high performing team with proper customer centric mindset, knowledge, empowerment and sense of purpose that delivers valuable and timely support to our End Users
  • Oversee and operate the “what” and the “how” the organization delivers against the expectations and defined metrics
  • Driving for continuous improvement and different ways of doing things
  • Acting as escalation point for customers and major incidents
  • Performing overall Account Management activities with IT Managers in remote countries
  • Champion Knowledge Management in the organization
  • Participating in defining and documenting operational procedures; drafting and maintaining technical content for the knowledge database for use of upstream support teams

Team Lead IT Service Desk Resume Examples & Samples

  • Building and shaping a high performing team with proper customer centric mindset, knowledge, empowerment and sense of purpose that delivers valuable and timely support to our End Users. Overseeing and operating the “what” and the “how” the organization delivers against the expectations and defined metrics
  • Driving for continuous improvement and different ways of doing things. Acting as escalation point for customers and major incidents
  • Performing overall Account Management activities with IT Managers in remote countries. Perfroming Champion Knowledge Management in the organization
  • Providing technical guidance on more complex issues, including global project coordination
  • Working at least 20% on the morning or night shift for follow the sun model

German Speaking Senior IT Service Desk Analyst Resume Examples & Samples

  • Supporting the onboarding of new team members ensuring new team members cover all required trainings and process for properly start providing support
  • Defining and shaping how Knowledge Management will work strategically within the organization promoting best practices in Knowledge Management
  • Analyzing current and future trends and propose inputs in the resource allocation and workforce planning
  • Proposing and implementing improvements actions engaging properly stakeholders in SSC, sites or other teams
  • Checking the behavior of the supporting channels* in real time making proper assessment and action plan (*call- and chat volume, incoming emails, incoming IT self service tickets, community postings and escalation received from sites)
  • Measuring and assessing the overall performance of SSC in a structured way, collecting and assessing information and feedback from various sources related to services, processes and people by using available/creating new reports (KPI, Operational Reports, Global Employee Survey, End User Satisfaction Survey, Satisfaction Survey of Local IT Sites, etc.)
  • Communicating all relevant system/application based outage to relevant end-user and/or IT Function and/or stakeholder following agreed process with impacted country

IT Service Desk Analyst With Italian / French Resume Examples & Samples

  • Provides internal and external communication of incident/request status, engaging next level support when required
  • Bachelor’s degree or equivalent work experience
  • Willingness to learn and focus on results

IT Service Desk Agent Resume Examples & Samples

  • The candidate will possess and aptitude for working with Microsoft-based applications, with emphasis on Windows 7 and Office suites
  • Problemsequests range from simple to complex; the candidate will analyze each request or symptom(s) and provide optimum resolution ulfillment for each customer in a prompt and efficient manner
  • The successful candidate will provide excellent customer service and adhere to all service management principles, documented processes, and team guidelines
  • This role requires the ability to interact professionally with a diverse group of customers, team members, managers and subject matter experts
  • The IT Service Desk Agent will take ownership of follow up status and communicate progress regularly to both their customers and leadership (when requested)
  • Provide timely assistance and support for incoming queries and issues related to computer systems, software, and hardware
  • Effectively document incident management requests and resolution
  • Analyze root cause, identify known issues or workarounds, and document resolutions
  • Support local and remote employees utilizing standard IT tools
  • Troubleshoot and configure laptops and desktops
  • Provide support for Microsoft Windows, Office Suite, and other third party applications
  • Image, deploy, maintain and upgrade IT systems as assigned
  • Proactively identify areas for improvement and present suggestions to IT Management
  • Support IT assets and environment using diagrams, run-books and procedural documents
  • Assist with maintaining an accurate inventory of hardware and software assets
  • Learn new technologies, concepts, and processes as needed or requested by management
  • Continued improvement of knowledge and skills
  • Perform planned support and maintenance during scheduled windows
  • Maintain communication with team members distributed across the country
  • Comply with IT service management controls including incident management and change management

IT Service Desk Phone Agent Resume Examples & Samples

Multilingual it service desk positions resume examples & samples.

  • Taking ownership and responsibility for problems of client’s technical issues
  • Accepting and immediately starting to process, solve or forward Software/Hardware and telephony problems. Having a duty to supply information to the users
  • Answering calls offered to Service Desk queues and being responsible for managing the ticket queues
  • Analyzing requests and problems and developing solution suggestions
  • Maintaining a high level of Quality Customer Service
  • Promptly notifying Critical Incident Management of high priority issues after collecting required information for escalation
  • Increasing knowledge base by passing new issue resolution information to Service Desk’s Knowledge Administrator through the established Missing Knowledge process

IT Service Desk Agent With Spanish Resume Examples & Samples

  • Provides first level IT Support to multiple clients supported out of Romanian Service Desk. Performs initial level of problem identification and attempts resolution
  • Must maintain a high degree of customer service for all support queries, take ownership of user problems and be proactive when dealing with user issues
  • Ensures that correct resolutions are found and involves appropriate areas in resolving problems when needed
  • Actively participates in preventive maintenance, by documenting common problems and scripts for customer support in the Service Desk knowledge base
  • Develops and maintains knowledge of BMC Remedy (incident tracking system), AIDU and of the Service Desk procedures and business environment
  • Fluent in English and Spanish
  • Professional skills: problem solving/ troubleshooting, analytical, written and oral communication, administrative and organizational
  • Ability and desire to build additional technical skills
  • Ability to interact effectively with others in a team environment
  • Ability to work with broad range of experience levels

IT Service Desk Shift Supervisor Resume Examples & Samples

  • Supervises activities of the Service Desk Specialist to ensure goals and service level commitments are achieved
  • Assures appropriate staff coverage including back-up coverage as needed
  • Distributes workload and provides direction to team members to resolve restaurant incidents and problems
  • Manages incident shift log, which includes assignment and transitioning of calls to next shift
  • Ensures Service Desk Specialists incidents are resolved are accurate and in the agreed upon time frame
  • Evaluates open incidents for possible re-prioritization or escalation
  • Ensures priority accuracy of ticket assignments. Reviews all urgent priority tickets to ensure proper assignment
  • Manages, addresses, researches, targets and initiates resolution of incidents that have missed defined SLAs or have been escalated
  • Directly handles some incidents when required due to call volume
  • Must be a Power Use of the Remedy tool. Understands and achieves a high level of competence in the Service Desk Agent role
  • Monitors staff's performance and coaches for improvement and development
  • Orients and trains staff as necessary
  • Provides input into staff performance evaluations
  • Assists with the implementation of new operational processes and procedures. Ensures Service Desk Agents follow defined processes, procedures and measurements; ensures documentation and procedures are defined to maximize first call resolutions. Reviews existing processes and procedures provides recommendations for improvement
  • Identifies and communicates potential problems and issues to the Service Desk Manager and IT Leadership as appropriate. Identifies alternatives and recommends solutions as appropriate
  • Creates and updates knowledge for the IT Service Desk knowledge base to ensure that consistent support processes and procedures are properly documented and available to team members
  • Consistently enhances skills and job knowledge by researching new internet/intranet technologies and software products and trends; reading professional publications; maintaining personal networks; participating in professional organizations
  • 3+ years' of experience in a Service Desk / Call Center / Customer Support
  • Demonstrated experience in problem solving of computer, networking, and telecom
  • Practical experience with information technology infrastructure operations and service management
  • Demonstrated ability to meet or exceed Service Desk measurements that drive performance improvements (examples: Speed to answer, abandonment rate, service consistency, etc.)
  • Experience with BMC Remedy or equivalent service desk ticketing systems
  • BS/BA in MIS, Computer Science or Business
  • Supplemented by three (3) years progressively responsible experience in managing Service Desk operations and telecommunications, computer and applications technical support; or an equivalent combination of education, training, and experience
  • Experience and demonstrated competency in supervising people, tasks, and service processes
  • Demonstrated ability to lead and motivate staff; ability to work in a team oriented environment
  • Strong verbal and written communication skills with the ability to interact professionally with a diverse group of people at all levels of the organization
  • Strong interpersonal skills with positive team attitude and commitment to customer service and department goals
  • Strong analytical skills and ability to identify and track problem trends
  • Strong problem-solving, and decision making skills
  • Practical experience of process management and continuous improvement methods and techniques
  • Good understanding of the Information Technology Infrastructure Library (ITIL) disciplines and the interaction of ITIL and other processes
  • Demonstrated ability to take initiative and provide ownership of projects and key deliverables
  • Demonstrated ability to handle multiple tasks
  • Strong Customer Focus
  • Knowledge of restaurant or retail business
  • Operational Support and Analysis ITIL Practitioner certificate preferred with ITIL Foundations Certification

Internship IT Service Desk Resume Examples & Samples

  • Respond to requests for technical assistance via phone or electronically
  • Administer help desk software
  • Track and route problems and requests and document resolutions in knowledge base

Supervisor, IT Service Desk Resume Examples & Samples

  • Day-to-day operational support
  • IT Knowledge Management support
  • Escalation for service failures
  • Review feedback from users and IT Support teams to find areas of improvement

IT Service Desk Agent f/m Resume Examples & Samples

  • Familiar with software installation and application
  • Knowledge of basic Networking and Desktop Support (2 year minimum)
  • Assist users by troubleshooting and resolving operating system, application, and hardware issues
  • Document, track, and monitor problems to ensure a timely resolution
  • Ability to react to change appropriately and handle other essential tasks as assigned
  • Receive, configure, and deploy end user computing devices using established corporate procedures
  • Display a high level of effort and commitment to performing work; perform effectively within the organizational structure, demonstrate trustworthiness and responsible behavior
  • Assist with projects typically as a team member. At times, candidate may lead small to medium size projects
  • Assume and perform other duties and responsibilities not specifically outlined herein, as requested
  • Proactive, energetic, go-getter, willing to learn and adapt new technologies, work under stress, willing to work night shifts and occasional weekends
  • Work independently in the absence of supervision
  • Technically Proficient
  • Detailed Oriented
  • Professional Demeanor
  • Intuitive Problem Solving

IT Service Desk Intern / Co-op Resume Examples & Samples

  • Answer the calls coming to the IT Service Desk station
  • Gather pertinent information about problems/requests
  • Enter the incident into IT Service Desk Software System
  • Strive to resolve a majority of issues over the phone
  • Update the IT Service Desk knowledge base to support efficient and effective resolution of frequently raised IT issues
  • Escalate open tickets to proper IT Staff for problem resolution
  • Follow up with end-users and IT Staff on status
  • Provide frequent communications between the end-users and the IT Technology systems staff member
  • Maintenance and support for the phone system and voicemail system
  • New orders and support for cell phones
  • Network, email, vendor management, print queue management, business systems
  • Assist in creating new procedures
  • Increase first call telephone resolution through standard documentation
  • Continuous improvement of communications and IT Service Desk programs
  • Maintain all IT documentation Including the IT library and supplemental information
  • Work towards best practices and contribute to the “follow-the-sun” Global IT support vision
  • Hardware installation, maintenance and support
  • Software installation, maintenance and support
  • Network maintenance and support
  • Ensure effective communication between the Service Desk and appropriate system support teams within the rest of the IT organization, including status reports of projects and/or systems issues
  • Candidates must be actively enrolled at an accredited college or university, pursuing a degree in Information Technology, Computer Science or a related field
  • Commitment to ongoing training and new system implementation
  • Ability to develop effective working relationships with customers, co-workers and Administration
  • Ability to make contacts with other departments, requiring tact and judgment to ensure effective support
  • Strong English verbal and written communication skills which are geared towards exceptional customer satisfaction
  • Proven ability to identify, research, and resolve IT level-1 issues in a timely manner, and quickly escalate non-resolvable issues to the appropriate IT team
  • Ability to develop effective working relationships with customers, co-workers and administration

Technical IT Service Desk Analyst Resume Examples & Samples

  • Provision of first line support, including but not limited to triage and appropriate troubleshooting, correct incident categorisation and resolution where possible. Retention of end to end ownership and working with ENGIE resolver groups and third parties where required
  • Communicates incident resolution or request fulfilment to the user
  • Develop skill set to provide guidance on all supported software and hardware deployed by the organisation
  • Ensure that priority setting and escalation procedures are applied effectively and that all complaints are responsibly and professionally resolved
  • Perform remote / onsite desktop support, including installing and upgrading of software and hardware components
  • Support the Service Desk Team Leader with the successful take-on of new services
  • A requirement to work the contracted 37.5 hours per week between the hours of 07:30hrs – 17:30hrs
  • The Service Desk Analyst assists the organisation by ensuring incidents and service requests relating to IT services are resolved satisfactorily and in a timely fashion
  • Identifying recurring problems that require in-depth attention
  • Identifying ways to deliver improved service performance to clients
  • Provide day to day service desk support
  • Identify and resolve incidents within agreed SLAs, ensuring 1st line resolution is achieved wherever possible, referring to 2nd and 3rd line support where required, whilst maintaining ownership of the issue through to completion
  • Correctly log, prioritise, assign, track and respond to incidents and service requests in a timely manner, meeting agreed SLAs, and according to agreed standards and procedures
  • Escalate high priority incidents to both internal and external teams, as appropriate
  • Keep users and other interested parties informed of progress throughout the lifecycle and ensure that corrective action is taken to avoid or minimise delays
  • Continually increase the amount of incidents and requests resolved at the first point of contact
  • Appropriately apply priority setting and escalation procedures
  • Professionally resolve complaints
  • Contribute ideas for improvements to the Service Desk Team Leader
  • Maintain support documentation of tools that are used by the Service Desk
  • Monitor incident trends and identify recurring incidents for resolution
  • Ensure that all relevant incidents are linked to their appropriate problem
  • Ensure that together the team develops effective working relationships at all levels by simplifying complex technical messages and acting as an advocate of IT both externally and internally
  • Qualification in the field of Information Technology and / or 2 years equivalent work experience
  • Good knowledge of a leading IT Service Management Tool
  • Strong ability to quickly understand user requirements and issues
  • Professional telephone manner with ability to remain calm under pressure and be able to express solutions and ideas to colleagues and users at all levels
  • Proven experience in a customer facing role

IT Service Desk Analys Resume Examples & Samples

  • Deliver to agreed service levels within agreed budgets
  • Answer telephones calls from customers within 60 seconds using the correct ENGIE greeting
  • Assessing the criticality of each situation by being proactive and asking for as much information as possible to help the caller assess their requirements
  • Utilise diagnostic utilities to aid with troubleshooting to achieve first time resolution
  • Carry out any ad hoc tasks/duties which may reasonably be expected as requested by IT Management
  • Qualification in the field of Information Technology and / or substantial previous work experience
  • A good technical background with knowledge of common software packages and a broad understanding of IT Infrastructures
  • Monitors the quality of live and non-live contacts for each team member
  • Conducts coaching sessions with each team member to discuss contact quality reviews and individual performance scorecard
  • Prepares and conducts monthly and yearly performance reviews on each team member using the individual performance scorecard
  • Analyzes regular performance reports and take actions to ensure desired behaviors from team members
  • Handles escalations from dissatisfied customers and proactively reports such instances to the Service Desk Manager
  • Conducts team huddles and events to ensure high levels of team motivation as well as to communicate key updates
  • Develops training and performance improvement plans for team members
  • Proposes innovation and improvements to current processes/procedures/tools to the Training, Process & Tools Lead
  • Helps instill a fun working environment by proposing gamification initiatives to the Service Desk Manager
  • Position may be required to work various time zones, in support of 24x7x365 support requirements
  • Strong problem solving skills and decision-making ability
  • Work experience with Microsoft Active Directory Users and Groups Management
  • Minimum five years of work experience in IT Service Desk environment with at least 2 years as a team lead

IT Service Desk & Onsite Operations Manager Resume Examples & Samples

  • Responsible of Service Desk & Onsite Support deliveries for North America, ensures that agreed targets are met and appropriate qualitative standards achieved
  • Responsible for driving performance against the Service Level Agreements (SLA’s) and Key Performance Indicators (KPIs)
  • Handle large volume operation of 12,000+ PCs, 5,000+ mobiles, 11,000+ users, 11,000+ tickets
  • Manage deployment/collection of all end-point devices via CMDB
  • Run managed service operations provided by 3rd party vendor – onsite and remotely
  • Develop and implement robust automation & processes to ensure that high quality service is provided to customers
  • Improvement of key customer satisfaction metrics, SLA and deliverable
  • Continuous improvement: Analyze support Services activities and make recommendations for increased organizational efficiency and effectiveness
  • Ensure that regular training are provided to staff to ensure that each member of the team is able to provide the best level of customer support
  • Be willing to travel within NA and worldwide about 20%
  • At least 7 years of experience of managing team (local and remote) in IT environment
  • High interpersonal skills and customer orientation
  • ITIL expert in managing service via SLAs and KPIs
  • Experience and skill in managing managed service provider to achieve service objectives
  • Multicultural orientation and experience with international organization and distributed environment / Locations
  • Demonstrate evidence of influencing positive change within IT Customer support environment
  • Ability to lead teams effectively both through structured coaching and deliveries
  • Thorough knowledge of IT Customer support operations
  • Ability to efficiently convey ideas though oral and / or written communication
  • Ability to work in a group or independently; good analytical skills, details oriented ability to effectively listen to and resolve customer issues
  • High capabilities of data analysis and analysis tools
  • A good awareness of software and IT services providers within IT support marketplace
  • High technical capabilities with IT infrastructure, knowledge of client, servers, network and telecom
  • Proven project management capabilities
  • English fluent speech and written

IT Service Desk Reports & Workforce Lead Resume Examples & Samples

  • Knowledgeable with IT Service Desk performance metrics
  • Microsoft VBA programming
  • Proven experience to convert telephony & ITSM tools raw data into meaningful business information
  • Highly experienced in writing complex Microsoft Excel functions, VBA codes
  • Knowledgeable with statistical analysis

IT Service Desk Administrator Resume Examples & Samples

  • Enjoy working with high professional standards to meet high expectations from our customers
  • You have just entered the job market
  • Technical know-how in infrastructure technology is a definite plus
  • Are ready to provide the best solution to client queries
  • Carry a positive attitude
  • Fluent in Finnish and English Language skills, able to communicate easily with customers both verbally and in writing
  • Flexible attitutude and thus prepared to work in shift to provide service to our customers from Monday to Sundy, round the clock
  • On the job training
  • A competitive salary with possibility to earn a monthly bonus
  • Be part of a shift based team
  • Very friendly and supportive team members
  • Career development opportunities in an International company

Manager of IT Service Desk Resume Examples & Samples

  • Supervise the Service Desk support staff by defining and establishing schedules, work assignments, priorities, providing support/direction and dealing with administrative issues as needed
  • Gather, analyze, and publish metrics to benchmark the IT Support workload/performance and identify trends in support issues, making recommendations to improve services and support where needed
  • Work with the end user community to promote exceptional customer experience, effective response times and provide expert insight into general support issues
  • Train helpdesk staff on operational procedures and troubleshooting techniques. Provide training on new hardware and/or software applications as requested
  • Ensure that the helpdesk staff provides timely and considerate customer service to end users by fielding helpdesk calls and resolving technical issues within defined SLAs
  • Ensure that proper escalation paths are followed by the Service Desk, in line with documented procedures
  • Maintain documented information and processes, updating as needed
  • Maintain a strong working relationships with preferred vendors
  • Assist end users, as needed, both in person and over the phone
  • Associate's Degree in related field and/or equivalent experience
  • 2+ years in a supervisory/management setting
  • 5+ years hands-on technical help desk experience
  • Knowledge of Microsoft Directory Services (Active Directory) and Communications (Office 365/Exchange)
  • Expert at troubleshooting hardware/software
  • Ability to create, document and implement efficient processes
  • Ability to lead technical projects of moderate complexity
  • Performance Management and Coaching skills

IT Service Desk Supervisor Resume Examples & Samples

  • Management and/or leadership of personnel engaged in the support and delivery of IT technologies
  • Manage Tier 1 Service Desk to pre-defined metrics
  • Provide continuous improvement recommendations as a result of metrics management
  • Manage knowledge documentation for Tier 1 Analysts
  • Skill assessment and training of ITSC Analysts (initial and ongoing)
  • Interpret customer survey results and SLA reports and develop corrective actions
  • Perform analyst performance reviews with the direction of the Service Desk Manager
  • Focus on process improvement and increased efficiencies within the Service Desk
  • Review staff utilization reports to efficiently manage Tier 1 agents and develop appropriate staffing for the Tier 1 Service Desk
  • Manage all Tier 1 queues - delegate and monitor queue management responsibilities appropriately
  • Act as point of escalation for resolution of customer complaints
  • Have an open rapport with all Tier 3 managers and business managers in order to be involved in any new technologies that will be supported by Tier 1 agents. Ensure proper training and documentation of new services to be supported
  • Excellent customer service skills, including the ability to work with users of all ability levels
  • Working knowledge of Windows desktop, MS Office suite (Word, Excel, and Outlook)
  • Ability to evaluate team procedures and update where necessary
  • Ability to quickly learn proprietary applications that are core to the business and provide expert support
  • Patience; have effective interpersonal skills; assertiveness as well as diplomacy and the ability to determine when each is required
  • Excellent questioning skills as well as the ability to identify isolate and communicate problems from and to all levels of customer base and staff
  • College Degree required. (Preferred MIS; Computer Science; or Business)
  • 2-3 years experience working in an environment where service delivery is shared between internal and external providers
  • Creates knowledge articles for publication to technical and non-technical personnel
  • Comply with Cubic Occupational Health, Safety and Environment policies and procedures

IT Service Desk Analyst Watford Resume Examples & Samples

  • Act as the single point of contact for all BrightHouse colleague IT issues
  • Recording, managing, co-coordinating and resolving Service Desk Requests and Incidents
  • Keeping users notified and informed of Request and Incident status
  • Consistently meeting agreed Service Desk quality and performance standards
  • Proactively monitoring and maintaining the Service Desk Telephone, Email and SupportWorks queues
  • To adhere to Service Desk procedures, highlighting out of date process when necessary
  • Undertake deskside support when required to do so
  • Maintaining user accounts (password resets, creating/suspension/deletion of accounts, changes)
  • Provision and recover IT equipment, maintaining the IT asset register
  • Contribute to IT projects as a defined project resource when required to do so
  • Contribute towards the IT Service Desk skills matrix and knowledge base
  • Ensure essential knowledge and skills levels are maintained in line with the Service Desk Skills Matrix and BrightHouse Learning Management System
  • Good verbal communications
  • Basic understanding of network architecture
  • Basic understanding of Microsoft Operating Systems
  • Basic understanding of PC’s
  • Basic understanding of Outlook and eMail
  • Basic understanding of Word and Excel
  • Good awareness of computer technology
  • Proactive approach to problem solving
  • Previous IT Qualifications to any level advantageous
  • ITIL and/or Service Desk Institute qualifications
  • Experience of using Supportworks or similar IT Service Management toolset
  • Experience of working in a Retail or Financial environment
  • Previous Customer Service or Help Desk experience

Summer Intern, IT Service Desk Resume Examples & Samples

  • Install and configure software
  • Transfer data
  • Escalate problems when necessary to the appropriate support level
  • Configure laptops and desktops using client management software according to established standards
  • Identify and recommend improvements to procedures
  • Entry Level knowledge of Intel-based PC hardware and Microsoft Windows Workstation operating systems
  • Must be enrolled in an IT related undergraduate degree program for the duration for the internship
  • Ability to work as a team player in a fast paced environment, with excellent communication/phone skills
  • Ability to carefully follow established procedures
  • Comfortable working with all levels of corporate personnel

Agent, IT Service Desk, Muscat Oman Resume Examples & Samples

  • Experience of working in the Airport / Airline industry
  • Diploma in IT
  • Able to work in shifts
  • Desktop services
  • Customer specific services and solutions (for dedicated support)
  • Excellent customer communication skills, both verbal and written, in English and other languages as required

Agent, IT Service Desk Muscat Oman Resume Examples & Samples

  • The Service desk agent has the primary responsibility to attempt to resolve the incidents at his/her level and to refer them to the appropriate resolver group while still managing them until resolution
  • This function requires working in shifts during nights, weekends and public holidays
  • Linux certified system administrator or equivalent
  • Min of 1 years of experience in a support role
  • Bi-lingual (Arabic & English) preferred
  • Product and Service knowledge in one or several of the following areas at beginner level

Lead IT Service Desk Specialist Resume Examples & Samples

  • Supervise the IT Service Desk support staff by defining and establishing schedules and priorities in performing day to day activities within the service life cycle
  • Provide oversight and support to the Service Desk team in desktop, access provisioning, hardware, software, general support/guidance and compliance
  • Produce and enforce quality through the Service Desk team performance
  • Training Service Desk staff on operational procedures for catalog of services
  • Engage with current vendors and service providers for the IT Service Desk
  • Act as customer and IT Service Desk escalation point
  • Responsible for documenting the established standards for knowledge management, projects, configurations and standard operational procedures
  • Structure internal and external audit requirements in accordance with defined guidelines; perform audit tasks and deliverables as required
  • Assist in strategic initiatives through implementation and pressing process into Service Desk team
  • Provide customer support through installing, diagnosing, repairing, maintaining, configuring, granting and upgrading systems and hardware
  • Make recommendations for the selection of software and hardware products
  • Facilitate downtime impact on users through accurate communication, planning of scheduled downtime and quick problem resolution for unscheduled downtime
  • Actively participate in the Change Control Board
  • Monitor customer survey data
  • Create status reports for management on progress of projects, open items and issues
  • Perform all job related responsibilities with minimal direction and guidance
  • Participate in 24/7 on-call program
  • Knowledge of IT Service Management and Service Desk toolsets
  • Excellent collaboration skills and able to work in a team environment
  • Knowledge of the ITIL disciplines
  • High school diploma is required; Bachelor's degree from an accredited college or university in Computer Science, Information Systems, or related IT field is preferred
  • Minimum 7 years of experience in a Service Desk or Desktop support environment

Pepp IT Service Desk Internship Summer Resume Examples & Samples

  • Pursuing a degree in an Information Technology discipline
  • Experience with PC Hardware and internal components
  • Strong interpersonal and communication skills with the ability to interact effectively with others, and maintain composure in stressful situations
  • The ability to translate technical terms into layman's terms
  • Demonstrated problem solving abilities
  • Must have strong customer service and time management skills
  • Perform Day-to-Day support interacting with users, resolving technical problems in a service desk environment using remote support tools or in-person
  • Document issues, solutions as well as time spent using internal incident tracking system
  • Installs computer hardware, personal computer software, and operating system software for remote office employees
  • Configure and test computer hardware, networking software and operating system software
  • Coordinate the resolution of problems and issues with the appropriate vendors and internal staff
  • May audit information technology (IT) platforms and operating procedures in accordance with established standards for efficiency, accuracy, security and risk mitigation
  • Maintains smooth operation of multi-user computer systems, including coordination with IT technical specialists, network and/or system engineers
  • May make recommendations to purchase hardware and software, coordinate installation. Investigates information, network, and communications needs of users
  • Bachelors degree or 2-4 years IT support experience, or combination IT customer service experience and/or training
  • Certifications preferred: MCP, MCSA, A+, Network+, ITIL Foundations
  • Excellent problem-solving, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team environment
  • Must be great communicators and be able to translate their technical knowledge into actionable direction
  • Must also be resourceful in how to research a problem and come up with a solution
  • Skills to support Windows Client Operating Systems, General software installation and troubleshooting, Internet Explorer and integrated applications, PC Hardware, PC Peripherals, mobile device setup and troubleshooting, Active Directory/Profiles troubleshooting, Exchange, ActiveSync, Antivirus, Encryption, Citrix, CRM, Microsoft Office Software, General Office Productivity software, printer setup and troubleshooting, network and basic telephony (VoIP)
  • Basic understanding of the various hardware, software and networking systems being supported
  • Basic understanding of ITIL/ITSM methodology
  • 2 years' experience using an Incident tracking system such as Remedy, ServiceNow, ZenDesk, etc
  • “Wow!” our users by delivering prompt, professional and thorough solutions to their IT needs and to the demands of our growing business
  • Provide 1st level, remote support to all 4,000+ employees. Know when to escalate to localized End User Support teams as needed
  • Manage one of 7 localized End User Support teams. Develop strong relationships with your peers (other EUS managers) and work collaboratively with them to ensure consistent delivery of solutions throughout the enterprise
  • Design, document and implement policies and procedures to support industry compliance demands of business and ensure unwavering adherence
  • Maintain and manage local hardware inventories to ensure ability to respond to user needs in a timely manner
  • Prepare and deliver routine Executive Dashboards to highlight current state for Service Desk and End User Support teams
  • Build amazing professional relationships with key internal stakeholders. Become an extension of their teams
  • Completely OWN your domain! Independently resolve critical technical issues promptly, perform root cause analysis, document all issues, and implement steps for future mitigation
  • Communicate, Communicate, Communicate. Up, Down and Out
  • Computer maintenance and issuance
  • Monitoring patch levels of local and remote machines
  • Facilitating employee workstation moves
  • Updating all asset management systems, and formally documenting all problem tickets per a predefined, standardized process
  • Accept responsibility/ownership for all assigned problem tickets from creation to resolution or to the point of escalation
  • Trouble-shoot, resolve and escalate customer issues, for which Service Desk Professionals and Specialists are unable to resolve
  • Provide feedback and updates to customers (and other appropriate Teammates) through to resolution of such issues
  • Appropriately tracks customer or other Service Desk operational issues and follows up as needed
  • Ensures appropriate level of engagement from the Service Desk with Major Incident and Problem processes
  • Tracks and maintains aging open incidents for the Service Desk
  • Identifies resources in the Service Desk area to participate in cross training and works with other Service Desk Leadership and the Workforce Management team to adjust scheduling as necessary
  • Manages Service Desk coverage and makes changes as needed to shift hours, staffing etc
  • Participates in rotational Supervisor on-call coverage for weekends and holidays
  • Reviews performance results for the Service Desk, identifies opportunities for improvement, and makes/implements improvement suggestions
  • Offers feedback with performance appraisals and compensation for Service Desk Professionals/Specialists
  • Ensures appropriate functionality and coverage with respect to the Service Desk ACD/Telecom system
  • Manage through change in a positive and constructive manner
  • Demonstrated commitment and adherence to all DaVita core values
  • A demonstrated positive attitude and approachability is expected
  • College Education (2 year) or equivalent job experience
  • Proficient with MS Office applications
  • 2 plus years of Customer Service experience in a support environment
  • Excellent oral and written communication skills with the ability to communicate technical information to non-technical personnel
  • 1 year previous experience in the Information Technology field
  • Demonstrated ability to establish priorities, set objectives and meet them with minimal supervision
  • Demonstrated ability to analyze complex problems, use problem-solving skills to resolve them, request assistance and work with outside groups when appropriate to see the problem
  • Advanced interpersonal skills
  • Requires working knowledge and/or good theoretical knowledge of Service Desk escalation procedures
  • Ability to identify, document and adjust processes and process flows to provide customer service to the Village
  • Ability to travel up to 10%

IT Service Desk Knowledge Resume Examples & Samples

  • Create, maintain, and support the IT Service Desk knowledge management process
  • Strive for continuous improvement of the knowledge management process and its integration with other IT Service Management processes, such as incident, problem and change management
  • Design and teach new hire training, and continuous improvement training for all Service Desk team members
  • Be an active member of the change, knowledge, asset and problem management teams responsible for increased call avoidance, improved asset use and decreased end-user downtime
  • Maintain and improve the IT Service Desk Knowledgebase in partnership with other IT Teams
  • Provide on call escalation support as part of an On Call Rotation
  • Monitor call statistics daily
  • Identify, document and implement process improvement suggestions
  • Polite, friendly, and empathetic presence
  • Expertise in conflict resolution and emotional intelligence
  • Exceptional problem solving skills and technical skills
  • Excellent verbal and written communications skills
  • Excellent customer service skills and the ability to translate technical information into user-friendly terminology
  • Analytical thinker involving problem resolution and process/policy development
  • Exceptional interpersonal, presentation, and communication skills required to interact effectively with all levels of the organization and external contacts
  • Extensive knowledge of information systems principles and techniques, and good analytical ability
  • General knowledge of Active Directory, User Accounts, Groups, and OUs
  • Experience in supporting and troubleshooting a variety of computer related equipment and peripherals
  • Excellent knowledge and troubleshooting experience in supporting Microsoft Office 2010 and 2013 (Outlook, Word, Excel, Lync, & PowerPoint)
  • General knowledge of Microsoft Systems Center Configuration Manager (SCCM)
  • At least 5 years job-related work experience required
  • Excellent project management skills required with a minimum of 2 years project management experience preferred

IT Service Desk Change & Project Process Coordin Resume Examples & Samples

  • Make sure the Service Desk is prepared for all changes to our end-users environment
  • Be a resource for all IT projects to ensure the Service Desk and our users are prepared for changes to the environment from new tools and processes
  • Work with all IT departments to ensure the success of our project roll outs
  • Strive for continuous improvement of the change and project management process and its integration with other IT Service Management processes, such as incident, problem and knowledge management
  • Assist with new hire training, and continuous improvement training for all Service Desk team members
  • Leverage service desk best practices and process frameworks, such as the ITIL, to drive continual process improvement
  • Promote self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs
  • Perform trend analyses, and develop action plans for improving service timeliness and reducing costs. Develop and monitor Service Desk success criteria including responsiveness and customer satisfaction
  • Stay abreast of trends in Service Desk operations, management, technologies, sourcing, policies, procedures and other external changes that could have an impact on service desk services
  • Monitors the Service Desk report tracking system and monitor outstanding or critical issues
  • Ensures that work is performed and completed in an efficient and timely manner, and meets customer needs and corporate quality standards
  • Provide first line escalation point for customer issues or concerns
  • Provide Service Desk SLA Monitoring and Reporting to Service Desk leadership on established schedule
  • Provide updates to Service Desk leadership on daily and weekly accomplishments
  • Provide feedback to other IT teams on lessons learned from areas impacting the Service Desk
  • Clear, confident, and calming voice
  • Have a questioning attitude until user’s issues are understood
  • Ability to think and act quickly
  • Detailed oriented and thorough follow-up
  • Professional and polished appearance
  • Ability to work with business people in a collaborative application design and development environment
  • One on One and small group teaching skills
  • Technical aptitude with working knowledge of fundamental operations of Windows software, clinical software, PC, laptop and server hardware and related IT equipment such as printers, wireless devices, and scanners
  • Knowledge and understanding of Bob Evans Farms complex IS systems, how they work together to provide services to our users
  • Time management and multi-tasking skills
  • General knowledge of how Bob Evans Farms systems work together, how our users interface with those systems, and the IT departments that support them
  • Ability to manage relationships, conflicts and communication with a high-level of proficiency
  • In-depth knowledge of LAN connectivity, hardware maintenance, software operation, and desktop operating system setup
  • In depth understanding of communications protocols and advanced hardware
  • Bachelor’s degree in computer science or a related field or equivalent experience
  • ITIL certification (preferred)
  • Strong skills in use of PC desktop applications such as MS Word, Excel, PowerPoint, and Project

IT Service Desk, Technical Specialist Resume Examples & Samples

  • Fields and resolves telephone calls, chat and online portal questions from users seeking guidance
  • Meets all Goals and Objectives as identified such as Login Time, Available Time, Idle Time, First Contact Resolution, and Case Quality
  • Receives, documents and tracks Incidents and Service Requests in the ITSM solution
  • Assures timely response to questions and requests
  • Provide Subject Matter Expertise on all ITSD tools, such as the ITSM, Knowledge Management, and ACD
  • Provides Tier 1 and Tier 1.5 level technical support to assist users questions/issues including those regarding hardware, software, access management, process and procedure, and telecomm
  • Pushes software packages and install drivers utilizing approved tools
  • Provides internal Subject Matter Expert and escalation point for all biomedical, chapter, corporate technical, process and training issues. Performs as first escalation POC within Service Desk for process and technical questions
  • Adheres to and maintains high levels of expertise in all support processes, procedures, and expectations established by management to meet the highest level of customer care
  • Meets or exceeds all Service Level Targets
  • Assists or takes lead assignment on projects oriented towards the development or the educational advancement of IT Service Desk staff
  • Performs as technical evaluator for PSP’s and Knowledge Articles
  • Available to work on-call hours as needed
  • Ability to follow outlined processes and procedures
  • Ability to speak and communicate effectively and in an articulate and diplomatic manner across all levels of the organization
  • Identify data patterns that do not adhere to Policy or Procedure standards or requirements and escalate for mitigation
  • Ability to follow verbal and written instructions
  • Ability to recognize errors and correct to meet organizational standards
  • Ability to troubleshoot problems and work with other groups to find solutions
  • Bachelor’s degree from an accredited college or university in Computer Science or Business or equivalent years of experience in lieu of degree
  • Five or more years of experience in Customer or Computer Support, or its equivalent, required
  • Requires a minimum of three years of progressively responsible management experience
  • Requires knowledge of industry standard KPI’s as they relate to the Service Desk
  • HDI Support Specialist, Manager and Director and ITIL certifications a plus
  • Ability to lead and supervise others, both in person and remote
  • Ability to manage and write processes and procedures surrounding best practices
  • Ability to identify data patterns that do not adhere to Policy or Procedure standards or requirements
  • Ability to follow and communicate verbal and written instructions

IT Service Desk Engineer Resume Examples & Samples

  • Install end user equipment, software and telecommunications systems
  • Be the hands, eyes and feet on-site to support USA based Server Engineering and Network Teams
  • Coordinate and manage APAC IT Vendors Activities
  • Manage APAC Region IT Purchasing
  • Act as Tier1 support for Email System issues during APAC Time Zone
  • Provide guidance, assistance, coordination and follow-up on client questions and problems
  • Follow standard helpdesk procedures, logging all helpdesk interactions and administering helpdesk software
  • Track and route problems, requests and document resolutions
  • Assistance with planning and implementing IT projects, i.e. Office Relocation, New Office Build-outs, Network and passive infrastructure upgrades
  • At least 2 years of experience in a IT support position, preferably in a worldwide company supporting remote offices
  • Fluent spoken and written Filipino and English
  • Working knowledge of Microsoft client O/S (specifically Windows 7 & Windows 8) in an Active Directory distributed environment
  • Working knowledge of managing Microsoft Server O/S (2008/2012)
  • Working knowledge of managing Microsoft Office 365
  • Experience with relevant software, hardware and end user peripherals
  • Working knowledge of Networking, Ethernet and TCP-IP protocols
  • Knowledge of relevant call tracking applications (SalesForce preferable)
  • Knowledge and experience of customer service practices & ITIL
  • Experience with Exchange and BES administration
  • Experience with AD GPOs
  • Microsoft certification or other relevant certifications
  • Experience with MAC
  • Experience with VMware ESX, Building new VMs, Allocating resources and more
  • Experience with IP Telephony systems (Microsoft Lync preferable)
  • Experience with IIS & SQL
  • Experience with imaging tools such as SCCM
  • Experience with deployment of passive /active networking equipment

IT Service Desk-team Lead Resume Examples & Samples

  • Ownership of calls within the Service Desk and proactive in moving to final resolution, escalating appropriately as necessary
  • Work with Senior Support Analyst to review daily SLA reporting and ensure calls are progressed accordingly
  • Monitor SLA's & operational KPI’s, liaising with internal and external support functions and taking responsibility for customer communication when major incidents occur
  • Maintain accurate and up to date information for live support issues, Information Security, IT asset information and the administering of user profiles wherever appropriate/practical
  • Internal auditing of IT Accounts for all employees within the company. Working directly with information provided by HR/Business and securing/modifying related accounts
  • Assist the Global IT Service Desk Manager in creating processes; ensuring all processes remain effective globally
  • Participate in On Call duties on a rota basis with the Global Service Desk team
  • Minimum 2 years experience in similar support environment
  • Possess professional IT qualifications is preferred
  • Excellent Customer Service skills with a good telephone manner and excellent written and oral communication skills

IT Service Desk Apprentice Resume Examples & Samples

  • Full advanced apprenticeship (NVQ Level 3) training in conjunction with QA Apprenticeships, including vocational and technical certificate courses
  • A very broad range of experience in IT support for the institution's research, teaching and support services
  • A supportive working environment and mentoring scheme
  • Involvement with world-leading research activity

IT Service Desk Member Resume Examples & Samples

  • Providing first call resolutions to the customer over the telephone or using remote desktop support tools to provide remote assistance
  • Supporting Windows and Mac desktop systems, on the unclassified and classified networks
  • Installing, configuring and troubleshooting desktop, or mobile devices, workstations, software and network issues including, wireless and role-based access control in a heterogeneous environment
  • Communicating technical information to both technical and non-technical personnel
  • Practicing Information Architecture processes and standards
  • Providing exceptional customer service skills with a customer friendly attitude, responding in a timely manner to customers regarding IT incidents and requests
  • Utilizing the ticketing system to log incidents/requests by providing detailed information
  • Identifying service calls that require escalation, utilize the Escalation Model appropriately, and route the user issue to the appropriate IT support group for resolution
  • Assisting the Service Desk Supervisor, Service Desk Manager, and Incident Manager with projects, data requests, and coordinated triage of Major Incidents
  • Experience with Software and Applications Engineering (SAE) services such as Oracle Business suites which includes, concur, time and labor, I-procurement, worker self-service, OBI dashboard etc
  • Familiarity with Active Directory and other ADBI business applications
  • Knowledge of wireless connectivity and VPN
  • HTML experience
  • Knowledge with TPET
  • Knowledge in group policy and active directory administration
  • Working knowledge of Laptops on Foreign Travel (LoFT)
  • Knowledge with system backups and using TSM
  • Experiencing with assigning and manage IP address in hostmaster
  • Knowledge with CPAT scans
  • Active Q clearance

IT Service Desk Represenative Resume Examples & Samples

  • High volume IT Service Desk experience
  • Strong verbal customer service skills
  • Desktop and/or network support experience
  • Efficiently answers, troubleshoots, resolves, thoroughly documents and accurately triages incoming calls, web portal interactions and e-mails to the Service Desk
  • Interacts with the customer, department and vendor support to facilitate first call incident resolution. Documents interactions with customers using Service Desk and Incident Management system. Escalates user issues as needed by contacting the appropriate resource group. Updates the incident tracking system as necessary. Provides updates to customers via the outgoing ACD message system and web-based communication tool
  • Provides a high quality customer service experience to all customers and coworkers

IT Service Desk Director Resume Examples & Samples

  • BS degree in Computer Science or other related fields with minimum of ten years of experience in IT Operations/Call Center 24 hours environment and Lean or 6Sigma certifications preferable
  • Have a proven record of accomplishment of delivering results while dealing with ambiguity and organizational complexity. Demonstrate experience in managing both complex issues
  • Demonstrate the ability in inspiring, motivating, growing the team to achieve high team engagement, efficiency, and quality at all times
  • Strong communication skills. Be able to influence executive teams and other organizations on decisions. Proven collaboration skills with other groups
  • Ability to recognize areas of improvement and put together an action plan
  • Minimum 10 years of work experience in IT Service Desk or Technical Support environment with at least 5 years as an IT Service Desk Manager
  • To provide an excellent Service Desk and Desk Side support service to local users as well as user from S.E.A region either onsite of offsite
  • Quickly identify and resolve incidents with all of Dyson’s end user computing services including Desktops/Laptops, printing, phones, conferencing, mobile services, and corporate software support (email, remote access solution, Microsoft office etc.)
  • Manage and complete standard change requests’ including PC/Laptop builds, new user configuration, and software installations
  • Contribute to the knowledgebase for the service – writing new articles and updating existing ones to ensure maximum resolution efficiency of incidents and changes
  • Contribute to asset management activities including auditing, proactive resolution of audit issues, inventory management, and asset tagging
  • Hardware support and problem resolution of primarily Dell desktop PC’s and laptops
  • IT project support and implementation of end user computing projects (e.g. Windows version upgrades, hardware refresh activities)
  • Assist in the service take on process as projects are handed over to the service desk for on-going support
  • Participate in problem management activities regarding the end user computing environment
  • Processes and Work Instructions: Contribute updates and improvements to key service desk documentation and training material
  • Any other duties as required for the service
  • Required to record, log and progress user requests

Team Lead, IT Service Desk Resume Examples & Samples

  • Act as a primary escalation point for service desk staff and provide guidance to staff prior to escalation of service outages
  • Act as a technical lead contact for West provided hardware and software in the environment
  • Work in a mentor capacity to assist, improve and implement process improvements for service desk staff
  • Work in a team lead capacity to provide guidance to service desk staff and manage the operational support of the service desk
  • Represents Service Desk in a professional and businesslike manner and communicates effectively with end users and IT support staff
  • Provide effective technical guidance and constructive feedback to service desk staff on service related issues
  • Provide end user support activities to address incidents, service requests, and problems in the environment
  • Perform after-hours support on a rotational basis and available for escalations/service outages as needed
  • Monitor Service desk support queue to verify incidents, service requests, and related activities are being processed in accordance with service level agreement
  • Proven ability to draft, edit, and review documentation as it pertains to FAQ’s, SOI’s, Support guides, and Service Descriptions
  • Ensure team members delivering IT services follow procedures, adhere to standards and complete related support activities
  • Understand West technologies and able to understand and manage lifecycle of West software and Hardware
  • Vendor Management experience dealing with service related issues
  • Mentoring of end user services team
  • Basic working knowledge of VoIP technology, Mobile Devices, Audio conferencing, Video conferencing
  • Experience supporting and managing Mobile Device Management
  • Active Directory Account administration
  • Administration and Support of MS Office productivity services
  • IT Hardware roadmap and supporting the lifecycle of products
  • Education or Equivalent Experience: Bachelor's in Information Sciences or related field
  • Experience administrating and supporting Office 365 and other Microsoft Services
  • Experience working in a service desk environment: 5-8 years of experience
  • ITIL V3 Foundations Certification
  • Experience working in a global service desk environment
  • Vendor Management Experience
  • Experience working in a team lead/Team Lead capacity
  • Audio Video support experience

Specialist, IT Service Desk Resume Examples & Samples

  • Maintain a problem and solutions log
  • Emulate or reproduce technical problems encountered
  • Triage, diagnose, escalate and resolve incidents
  • Consult documents to implement solutions
  • Contributions to Knowledge Management system
  • Minimum 1+ years customer service experience (in any industry)
  • Strong technical knowledge of Microsoft products, including Windows OS, Outlook, Exchange, Word, Excel, SharePoint & PowerPoint
  • Type approximately 35 words per minute with accuracy
  • Ability to identify and diagnose moderately complex IT problems and implement solutions rapidly and effectively
  • Associate degree (or higher) in a technical discipline, IT industry recognized certification or significant relevant work history required

IT Service Desk Associate With Italian Resume Examples & Samples

  • Fluent in English and Italian
  • Professional skills: problem solving/ troubleshooting, analytical, written and oral communication, administrative and organisational- Bachelor degree in a related field or equivalent work experience
  • Technical expertise in the following: Windows Operating Systems, Microsoft Office, Network Connectivity, Print Services, Hardware, Microsoft Outlook client and OWA
  • Aptitude to manage many tasks simultaneously
  • Associates Degree or Undergraduate degree recommended but not required
  • Entry level to 2 years of experience
  • Low to Medium complexity applications
  • Desktop hardware and software support
  • Ability to speak, read, write and comprehend English
  • Ability to communicate effectively in both writing and verbal arenas as well as via email
  • Ability to work independently without supervision

IT Service Desk Senior Analyst Resume Examples & Samples

  • Responsible for local site staff, following documented process
  • Conduct monthly call quality for all Service Desk staff members
  • Implement and maintain documentation and knowledge articles
  • Work with the user over the telephone, direct PC to PC connection or via email to resolve problems with IT service issues
  • Ensure that requests for assistance are responded to in a timely manner according to agreed SLA’s
  • ITIL foundation qualified
  • BTO (HP Service Manager 9) knowledge
  • Understanding of MOD, Police and Service Desk processes
  • Current SC clearance

IT Service Desk Tier Resume Examples & Samples

  • Provide tier Isupport for all hardware/software services via telephone, e-mail, and walk-ins in a courteous and professional manner. Route and/or escalate more complex requests to appropriate Tier U support technician
  • Provide telecom services for adds/changes/deletes. Follow up to ensure telephone services are maintained. Troubleshoot problems on extensions and v-mail. Assist users in changing passwords and train users on v-mai l access/usage
  • Research hardware/software problems for end users by applying standard procedures and best practices. Ensure
  • Install, troubleshoot and support Microsoft Office Products. Identify and learn appropriate software and hardware used and supported by the organization
  • Record, track, and document all the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
  • Monitor and coordinate SPAM control process. Evaluate SPAM email for validity allowing appropriate emails to pass
  • Train new users on computer software and hardware tools via the phone
  • BNBS in Information Systems or related area required
  • Desired Language: Fluent in Spanish
  • 1-2 years plus technical phone support experience
  • 1-2 years experience with voice services
  • L-2 years experience with SPAM control and anti-virus tools
  • Experience train ing users on basic software and hardware functions via phone
  • Exceptional customer service orientation and written and verbal communication skills
  • Knowledge of computer hardware. including I ntel based desktops, laptops, and servers
  • E>rperience with desktop operating systems. including Exchange, Outlook and Windows Office products
  • Support experience with PDAs
  • Exceptional interpersonal skills. with a focus on rapport-building, listening, and questioning sk ills
  • Experience working in a team-oriented. collaborative environment
  • A+ Certification a plus
  • Abil ity to share after-hours on call duties with other technicians
  • Ability to work flexible shifts including nights and weekends

Accenture IT Service Desk Specialist Resume Examples & Samples

  • Participate in hiring events ensuring good caliber resources with right attitude are recruited for the organization
  • Ensure maintenance of quality documents as per guidelines under Accenture delivery methods
  • Expected to assist with taking customer calls/emails (interactions) during high call volume
  • Ensures communication of necessary policies, procedures, standards and processes
  • Good people management skills and feedback giving skills
  • Good client relations skills
  • Excellent communication skills, with neutral accent
  • Excellent written communication skills with email etiquettes
  • Good problem solving and analytical skills with good knowledge on MS Excel reporting and MS PPT presentations
  • Self-motivated and capability to motivate teams/ colleagues
  • Fundamental Technical know-how on system trouble shooting
  • Good knowledge of incident management and reporting tools
  • Represents process in various meetings if asked to do so
  • Face internal and external quality audits
  • Execute delegated responsibility and report to domain lead
  • Ensure delivery of best in class customer service
  • Ensure Service Now incidents and requests are created and thoroughly documented
  • Create Knowledge Base articles as appropriate
  • Enter and follow up on purchase orders
  • Participate in the phone queue, minimum 25% of the time
  • Advance analytical and problem solving skills: Solve problems on Windows and Macintosh platforms. Developing centralized, efficient methods for managing end user systems to minimize downtime and hands on visits to workstations, including Remote Management Tools. Applying business/technical support concepts to support Tier 3 (highest-level) technical support
  • Advance printer management skills
  • Advanced desktop management technologies, including detailed understanding and PC proficiency, Working knowledge of Microsoft Windows client operating systems as well as various software packages including Microsoft Office, Windows 7, Windows 10, MS Exchange and Active Directory
  • Excellent verbal and written communication skills with demonstrated ability to effectively communicate with staff and clients of various technical levels of the organization
  • Experience with remote desktop tools, and ticketing systems. Ability to use online resources including knowledge based articles and forums for troubleshooting
  • Experience with Mac OS X support
  • Broad knowledge of IT hardware, software and systems
  • BS/BA in Computer Science, Business Administration or related field or the equivalent industry experience
  • 5 years of IT work experience in supporting desktop software and hardware products and problems solving/troubleshooting
  • 8 years related experience preferred (either Service/Support Desk, Help Desk, Network Operations, etc)
  • Minimum 5 year experience supervising Support Services / Desktop team

Level IT Service Desk Resume Examples & Samples

  • Provide end user support for the Desktop Computing Environment including various Apple hardware and software platforms and LAN based services. Agents will retain ownership to resolve all issues utilizing the solutions that are defined within our Known Error Database (KEDB) (i.e. Knowledge Base). Agents will also be responsible for troubleshooting and diagnosing issues using various skills and techniques, including investigating solutions via the Web, use of product manuals and other available resources to resolve support issues
  • Utilize the call tracking tool and database to record call details and to track troubleshooting progress. Set reasonable customer expectations for resolution time, based on scope, impact and severity of issue. Route unresolved incidents to the correct upper level support group for resolution
  • Provide guidance and support in helping the team to reach the defined Service Level Objects for First Call Resolution, Mean Time To Repair, Speed To Answer, Abandon Call Percentage, and Incidents Resolved per Agent
  • Apple hardware and software
  • Associates or Bachelors Degree, preferable in MIS/CIS or similar major
  • Technical or Business aptitude with proven analytical, problem solving, troubleshooting skills
  • Excellent oral, written and customer service/interface skills
  • Account requests
  • Networking/ Connectivity (Exchange, AD, Wi-Fi, etc.)
  • VPN Connectivity
  • Windows Environment
  • Blackberry and iOS devices support
  • Hardware such as Laptops, Desktops, Peripherals, etc
  • Ensures that Emerson IT Shared Service's Service Level Expectations are maintained
  • Provides users with updates as requested and documents them in the service ticket
  • Based on routing documents, routes and/or escalates more complex requests to the appropriate support work group providing case documentation and significant information regarding performed steps
  • Provide six IT Service Desk analysts who are proficient (level 2) in providing phone support Microsoft Windows 10, & Office 2016 for countywide rollout
  • Expectation for each analysts is able to provide support based on their troubleshooting, and deduction skills and strong knowledge of the Microsoft technologies
  • Must have experience with ITIL Incident Management, Service Management, and Knowledge Management processes
  • Ability to meet business requirements and service level targets per Hennepin County customer agreements
  • Provide the appropriate technical skillsets to resolve and help customers to adapt to the new technologies
  • Demonstrate a high level of customer focused skills to insure a positive experience for all customers
  • Three years previous IT Service Desk performing at a proficient level of experience in an IT Service Desk environment
  • Strong active listening skills
  • Strong customer focus and very personable
  • Proven troubleshooting and deduction skills to assist and resolve customer application, navigation and technical issues
  • Ability to recognize and adapt communications with the customers to a level the customer understands
  • Strong communication skills both written and verbal – able to fully document all ticket documentation at the time of the call
  • Bachelor degree in IT related field or equivalent work experience required
  • HDI Support Center Analyst or Team Lead Certification strongly valued
  • Knowledge Centered Support (KCS) Certification strongly valued
  • ITIL Foundation Certification preferred
  • 5+ years of technical experience as a senior contributor (such as computer systems or IT support)
  • 1-3 years supervisory or leadership experience required
  • Demonstrated strong leadership and delegation skills
  • Excellent customer service skills and telephone etiquette. Strong problem solving skills
  • Track record of setting Service Desk standards and developing guidelines, as well as helping others interpret policy
  • Extensive knowledge of computer and telecommunications strategies, environments, equipment, operating systems, development tools and methodologies
  • Strong oral and written communication skills
  • Project Management
  • Change Management
  • Interpersonal skills
  • Multi-tasking ability
  • Time Management
  • Detail oriented

IT Service Desk Level Technician Resume Examples & Samples

  • Recognize major incidents timely and accurately
  • Perform quality on all incidents handled, clearly documenting case situations, and providing accurate investigation
  • Bachelor's degree in Computer Science or a related discipline, or equivalent work experience
  • Successful completion of College/University course in Business, Computing or Information Technology
  • Knowledge of ITIL Foundation course or MCDST
  • Lotus Notes 8 – Mail & Databases
  • Networking concepts (e.g. WAN, LAN)
  • Good knowledge of English, both verbal and written
  • Knowledge of hardware and software on Mac and Windows desktop and mobile products
  • Ability to troubleshoot and assist with hardware, software, and network problems
  • Experience with system imaging and device management
  • Strong ability to work autonomously and as part of a team
  • Ability to juggle multiple tasks simultaneously
  • Associates Degree in IT or related field
  • 6 months Technical Support Experience - providing hardware/software support to users
  • Bachelor's Degree in IT
  • Certifications (Sec+, Net+, ITIL, CCNA)
  • 1 year Technical Support Experience
  • Manage a team of Service Desk professionals. Management activities include employee selection, ongoing performance management, compensation administration, education and development, goal setting, and team-building activities
  • Assess, identify and develop team skills by facilitating and providing feedback to team members on customer service, and communication skills, in order to enhance the quality of support and customer satisfaction
  • Manage Service Desk support functions and professionals
  • Lead, schedule, coordinate and oversee daily work meetings, and projects
  • Resolve daily issues of complex scope that impact the team and overall business objective
  • Lead efforts to determine skill requirements for hiring. Conduct interviews and hire employees
  • 5 years work experience in business and/or Information Technology environment required
  • 5+ years telecommunications or call center experience highly preferred
  • 2-5 years of management/lead experience required in IT or related field
  • Thorough knowledge of management/leadership principles
  • Technical knowledge of Microsoft products, including Windows OS, Outlook, Exchange, Word, Excel, PowerPoint required
  • Knowledge of current trends and developments in the area of IAM
  • Understand general telecom technology
  • Service Desk: Provide 1st line desktop, network, VoIP system to Align China office and remote staff; maintaining office IT systems and back-office environment
  • Responsible for monitoring and communications with 2-nd and 3-d level support in order to ensure end-to-end service deliver
  • Technical Support - Responsible for effectively, efficiently and promptly resolving issues related to PC systems, software and company web applications for remote user customers and customer support department. Provides technical Service Desk support to ensure customer satisfaction
  • Providing 1st desktop support to end-users in Chengdu sales offices and remote sales staff
  • Providing 1st network support for the office LAN’s, as well as troubleshooting the WAN infrastructure (you will be required to work closely with distributed teams in different time zones)
  • Participating as a member in various IT or cross-departmental projects
  • Possesses extensive knowledge of company processes, procedures and product information/materials. Familiar with sales, manufacturing and distribution structure of company to respond effectively to customer contacts
  • Expert in the use of the Customer Support phone, data systems and the corporate web site
  • Liaison with other departments to provide updates on current mutual topics/issues, participate in problem solving and development of mutual solutions and improvements
  • Handle technical questions and issues efficiently, effectively and promptly for customers
  • A thorough understanding of MS Windows OS & Office application suite, as deployed in a corporate organization. And good understanding of general server concepts (such as security, file sharing, server resources, centralized updates)
  • Experience with Cisco network devices (switches, routers) and Cisco VoIP system
  • Experience with Active Directory and MS Windows Server
  • Experience with MS office 365
  • Experience with anti-virus software suite - TrendMicro
  • Experience with Cisco network devices (switches, routers)
  • Experience supporting a Cisco VoIP system
  • Experience with firewalls & network security
  • Excellent organizational skills and documentation skills
  • Ability to understand customers and their requirement
  • Takes ownership of problems/issues within his/her control
  • Executes to goals and objectives; makes and keeps commitments
  • IT-related degree or equivalent work experience
  • Excellent verbal and written English language
  • Demonstrable experience in an IT Analyst role, ideally within a Service Desk environment
  • Team leader / people management skills
  • RemedyForce
  • Microsoft Office 365
  • Mac OS X, IPhones and IPads
  • Outlook, Email, Calendars
  • Organised and able to multi task
  • Strong problem solving experience
  • Provides first tier technical support by directly responding to customer requests and inquiries
  • Educates customers and communicates troubleshooting steps
  • Prefer six months to one year of related work experience in a technical field which could include assisting end users with hardware and software related incidents in a professional business environment
  • Experience with servicing customers (internal or external) preferred - in-person and/or phones
  • Bachelor's or Associate's degree in an IT related field is preferred
  • Call Center Experience is a plus
  • Technical certification is a plus (e.g. CCNA, A+, Network+, etc.)
  • Proven ability to adapt to change
  • Must demonstrate flexibility

IT Service Desk Program Manager Resume Examples & Samples

  • Conceptual knowledge of U.S. Navy IT Policies and Guidance
  • NAVAIR or SPAWAR IT Service Management experience
  • Familiarity with SECNAVINST – 5239.2

Student Assistant, / IT Service Desk Resume Examples & Samples

  • Must be customer service-oriented
  • Tech-savvy, willingness to learn basic technical troubleshooting, and the ability to work within IT guidelines
  • Available to work at least 2-3 shifts per week, up to a maximum of 20 hours per week
  • Reception/ First level of communication and support
  • General information dissemination
  • Enforcing policy and procedures
  • General problem assessment, troubleshooting, escalating and reporting
  • Limited user assistance with application/technology workflow
  • Projects as assigned by management
  • Ability to maintain focus and attention to detail in a fast paced environment

IT Service Desk, Department Manager Resume Examples & Samples

  • Provide mentoring and leadership for the department
  • Create and execute departmental business plan
  • Create and manage departmental budget
  • Monitor department and project related spending to insure spending aligns with business plans and budgets
  • Participate in organizational strategy meetings and ensure departmental resources are aligned with the overall strategy and business plan of the Business Unit
  • Ensure all employee’s receive semi‐annual reviews and necessary feedback to provide career and growth opportunities
  • Responsible for recommending promotions, salary adjustments and end of year bonuses
  • Ensure proper resources and staffing levels to provide the necessary services for POWER
  • Oversee all hiring and firing within the department
  • Approve vacation requests, timecards, and business expenses
  • 5 to 7+ years of combined experience supporting global infrastructure, applications, and computer systems
  • 3 to 5+ years of leadership responsibility
  • Demonstrated product and service lifecycle management capabilities
  • Strong product, service, and vendor knowledge
  • Knowledge of SLA, KPI’s, and forecasting (demand management)
  • Business case management
  • Knowledge of scripting and system automation
  • Experience working with onshore and offshore teams
  • Experience working with insourced and outsourced IT Operations
  • Demonstrated leadership and team building experience
  • Superior decision making and client relationship building skills
  • Excellent verbal, presentation and written communication skills
  • Strong understanding of project management methodologies
  • Excellent analytic, organization, and facilitation skills
  • Ability to manage multiple tasks under tight deadlines
  • Ability to interface with executive level management and give senior level presentations
  • Self-directed, self-starter, and motivated with the ability to work with minimal supervision
  • ITIL v3 Foundations and\or other relevant certifications
  • Advises support staff concerning administrative procedures, escalated technical issues, and priorities
  • Ensures Service Desk resources maintain compliance with service level agreements
  • Manages concierge service for SVPs and above
  • Manages multi-site operations 24/7 with the help of team leads
  • Monitors and prepares reports on progress, work trends, and problems
  • Monitors the performance of Service Desk resources, which includes ensuring assigned tasks are completed, providing feedback on day-to-day performance, and works to identify and address training needs
  • Provides direction for the help desk ticketing system and processes
  • Provides technical support to the organization's internal users of computer applications and hardware
  • 5+ Years experience in IT Support that directly aligns to the responsibilities of this role, including 2+ years of supervisory, managerial, and/or demonstrated leadership experience(Required)
  • Awareness of ITIL principles
  • Experience with Incident Management

Senior IT Service Desk Specialist Resume Examples & Samples

  • Provide central point of contact and support for customers of IT
  • Manage support interactions through the IT Service Management System
  • Troubleshoot problem areas in a timely and accurate manner, and provide end user training and assistance where required
  • Maintain desktop configurations to provide performance monitoring and tuning of systems
  • Assist in the selection of software and hardware products
  • Establish standards for documenting projects, configurations, and standard operating procedures
  • Take ownership of problems and follow through resolution communicating progress in a timely manner
  • Perform briefings to Service Desk staff on changes or deployments that may affect volumes
  • Arrange for external technical support where problems cannot be resolved in house
  • Participate in strategic initiatives by performing technical and process project activities
  • Engage with audit and follow audit guidelines as requested
  • Ability to work well on deadlines and under pressure
  • Able to work quickly and effectively under pressure and to efficiently handle multiple priorities simultaneously
  • Minimum 5 years of experience in a Service Desk or Desktop support environment
  • Experience in Problem Management and Ticket Analysis

Senior Manager, IT Service Desk Resume Examples & Samples

  • Oversee the deployment, monitoring, maintenance, development, documentation and support of high quality and reliable end-user support services
  • Oversee incident, problem, availability, change and configuration management related to end user computing environment
  • Manage and mentor IT staff supporting end user computing services
  • Create and drive an ongoing environment and culture of exceptional customer experience
  • Company - Ensure compliance with FDA regulations related to IT infrastructure and compliance with SOX controls by all Service Desk staff
  • Develop key performance indicators and perform continuous process improvement
  • Maintain exceptional communications with the organization’s leadership, customers and staff
  • Oversee vendor selection processes and vendor and contract management
  • Lead the design and sustainable implementation of a defined IT Service Management framework
  • Develop and review budgets
  • 10+ years of total IT experience required
  • 5+ years of experience with outsourced service desk/managed services vendors required
  • 5+ years experience in managing technical teams and Service Desk required
  • 7+ years of experience with end user computing and communication technologies required
  • 5+ years experience negotiating Enterprise level agreements with Microsoft, Adobe and other large software vendors required
  • 2-5 years of experience within a manufacturing environment regulated by the FDA preferred
  • 2-5 years of experience with computer system validation preferred
  • 2-5 years of experience with the laboratory systems in a pharmaceutical environment preferred
  • Excellent written and Verbal communication skill required

IT Service Desk Representative Resume Examples & Samples

  • Responds to a high volume of calls and interactions with employees. Functions as tier 1 support for end-user computing service requests reported to the Information Technology (IT) Service Desk
  • Performs basic troubleshooting and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures
  • Logs calls, problem information and actions into an incident tracking systems
  • Maintains knowledge database and call tracking database to enhance quality and efficiency of incident and problem management
  • Keeps abreast of innovations and changes to LCRA’s systems to ensure having the appropriate tools and training to provide quality support
  • Processes requests to grant and revoke access to software applications. Maintains user ID's on LAN or enterprise applications according to appropriate security policies and procedures. Troubleshoots basic LAN and enterprise user ID and access issues by analyzing the problem, developing and implementing appropriate solutions
  • Participates in annual audits related to system access reports
  • Provides after hours/on-call support as assigned
  • Knowledge of LCRA's corporate policies, Technology Use and Privileged Access policies
  • Knowledge of Microsoft office applications
  • Skill in providing customer service
  • Skill in analyzing and solving problems
  • Skill in performing online research
  • Skill in listening to users' problems, prioritizing needs and explaining technical solutions in user-friendly terms
  • Skill in interpreting technical manuals
  • Skill in providing training and coaching to less experienced staff
  • Skill in sharing ideas on process improvement and technical tools with peers and other technical staff
  • Skill in resolving complex technical problems and using good judgment as to when to refer more complex problems to senior staff or vendors
  • Intermediate skill in computer software programs such as incident management software, user account management software, email, Microsoft operating systems, and Microsoft office applications
  • Ability to work efficiently and independently with minimal supervision
  • Ability to build relationships and foster teamwork
  • Advocates for the team and team members to upper management
  • Passes on what was learned by generating self-service content, such as knowledgebase articles, training documents or videos, or other self-service training content
  • Submits reports to the IT Service Desk Manager and upper management
  • Organizes and conducts meetings
  • Queries tickets, monitors call trends, and provides organized reports
  • Manages and resolves conflicts
  • Manages problems
  • Ensures that each member of the team understands objectives
  • Ensures that all specifications are met through thorough ticket documentation
  • Explains difficult concepts to a variety of audiences and ensures that these audiences understand the concepts
  • Improves defect prevention, product development efficiency, and quality
  • Trains and supports the tier-1 and tier-2 agents who serve as the first-point-of-contact for customers
  • Answers inbound and places outbound calls to customers and other staff (as needed)
  • Supports local and remote team leads, other supervisors, and tier-1 and tier-2 agents
  • Applies knowledge of and experience with routine technological concepts in systems and network troubleshooting
  • Coordinates service calls on onsite leased equipment
  • Manages work orders through service desk ticketing systems as needed
  • Tracks team performance and ensures that team members adhere to company policies, including attendance and punctuality
  • Provides performance reviews and recommends raises
  • Taps into the collective IQ of the team
  • Understands the skills and knowledge of team members
  • Understands the team’s objectives
  • Acts as a source of technical expertise to others in own area
  • Instills company values and ensures that policies align with them
  • Articulates roles and responsibilities
  • Manages and solves problems
  • Recommends program improvements or revisions to programmers and business analysts
  • Develops, applies, and maintains quality standards for IT Service Desk
  • Oversees department standards and mentors all employees
  • Monitors team performance and efficiency
  • Reports metrics, team performance, and other statuses
  • Strong communication, interpersonal, and analytical skills
  • Ability and desire to provide excellent customer-service to internal and external customers
  • Ability to work side by side with other supervisors and leaders in the organization to achieve excellence
  • General IT knowledge
  • Coordinates closely with senior peers to identify, investigate, track, and resolve desktop, application and system issues, ensuring the solution is timely and of acceptable quality
  • Assists in developing and utilizes on-line procedures, solutions, and knowledge databases. Assists with training of peers and acts as a resource for other staff members

Director, Enterprise IT Service Desk Resume Examples & Samples

  • Define the sourcing and supplier strategy including global outsourced vendor, plan and execute short term tactical and long term strategic goals of the service desk organization
  • Lead, coach and mentor, Tier 1 and Tier 2 (including application support) and Incident Management teams
  • Drive analysis to identify trends, efficiency gains, innovation, best practices as well as cost savings. Develop business case to substantiate opportunities and prioritization
  • Lead/manage multiple projects and transitions, maintaining professionalism and performing well under pressure
  • 10-15 years of progressive experience in IT with a large focus around service desk management
  • Deep understanding of service desk support center and end user technologies
  • Thought leadership in market and industry intelligence
  • Strong organizational experience including people and process
  • Healthcare experience a plus
  • Demonstrated thought leader in service desk strategies with expertise in IT insourcing/outsourcing support
  • Experience with workforce management principals and staffing models
  • Prior experience providing customer service and/or clinical end user application support is a plus
  • Ability to lead staff both onshore/offshore in multiple locations
  • Deep understanding of the business and the ability to discuss technological terminology in business terms
  • Up to 30% travel may be required

Dir IT Service Desk Resume Examples & Samples

  • Direct development of standard operating procedures for successful execution of Incident identification, troubleshooting, resolution, and escalation if necessary
  • Continue to grow and mature service desk services and improve customer service while balancing overall business value
  • Maintain strong relationships with other IT operational areas to make sure compatible directions and goals are set
  • Understand threats to and performance of IT platforms (infrastructure and applications) and proactively mitigate by working with IT leadership and vendors
  • Interact frequently with senior leadership delivering messages that are tailored to the recipient and effectively communicate the right message, at the right time for action to occur
  • Stay current with industry trends related to IT Service Desk Operations and focus on how these trends can influence and support company strategy
  • Obtain, organize, and align global resources to complete multiple business objectives focused on the organization’s strategy
  • Develop Managers by helping them set the appropriate priorities and removing barriers and obstacles
  • Deliver positively to measures of success for the business unit and company by maintaining a strong focus on the bottom line and other top priorities
  • Provide employees a direct line of sight as to how they affect the business, translating strategy from Executives and communicating business requirements
  • Provide leadership and management to set Service Desk priorities that align with Lowes IT Operations and Business priorities and objectives
  • Ensure meaningful development opportunities for individuals in the organization so that the right people are developed and prepared for succession opportunities
  • Motivate teams to perform at high levels and embrace change around a shared company vision and shared IT visions
  • Focus the group on the needs of the customer and sets goals that strive to exceed the customer’s expectations
  • Hire, train and develop the talent necessary to achieve stated business goals
  • Bachelor’s Degree in Computer Science, Information Systems, MIS, a Business Degree in a related field or 15 years of experience in IT with subject matter expertise in ITIL methods and practices
  • 10+ years of IT Management experience, including 5+ years managing and developing managers
  • Experience applying ITSM methodology and processes
  • Demonstrated experience with organizational change management activities
  • Proven experience leading successful changes across a large IT organization
  • Experience planning and managing a budget
  • Demonstrated experience as a program champion and leader
  • Demonstrated experience managing third-party vendors and software solution providers
  • Experience in both technology and business environments with a proven ability to integrate process improvements to meet business needs
  • Experience in a retail environment
  • Experience using the IT Infrastructure Library (ITIL) frameworks
  • ITIL Certification Help Desk Institute (HDI) Certification
  • Excellent communication and excellent reporting skills
  • Fluent Spanish is recommended
  • Knowledge of French or Italian is a plus
  • Good knowledge and experience of mobile phones (Blackberry, iPhone, Android, etc.) for system configuration (email settings, certificates deployment, application installation, etc.)
  • Ability to write technical documentation to feed the Service Desk knowledge database
  • Knowledge of a ticketing system and Service Desk procedures
  • Act as first and central point of contact, documenting IT incidents and requests in an automated incident tracking system
  • Coordinate incoming client calls, emails, and other client contacts in a call center environment
  • Use documented procedures to assist clients with solving issues related to hardware, software, networks, and peripherals; primarily using available technology and knowledge base
  • Maintain maximum availability to act as the first and central point of contact, documenting incidents and requests in an automated problem tracking system
  • Coordinates incoming calls, emails, and other client contacts in a call center environment
  • Use documented procedures to assist clients with solving issues related to hardware, software, networks and peripherals using available technology and knowledgebase articles
  • Use documented procedures to provide timely resolution of issues or escalation on behalf of client to appropriate 2nd or 3rd level support teams
  • Creates and documents incident cases and any necessary status updates with additional client contacts
  • Leverage a variety of provided support tools including knowledgebase articles, remote access, and peers, etc. to accurately assess system issues and assess business impact
  • Contact clients to provide follow up on incident resolution or request completion to ensure proper and complete closure
  • Share expertise with fellow team members
  • Provide training to clients , and team members
  • Act as a personal mentor for other team members as needed
  • Complete required time reporting and other administrative duties
  • Maintain working relationships with other IT teams, other departments and outside suppliers, as appropriate, as partners in request fulfillment
  • Actively participate in assigned work tasks which may be short or long term in duration and help to provide better tools, process or customer service to our clients
  • Associates degree in IT or related field
  • Previous service desk call center environment experience preferred but not absolutely required
  • Working knowledge of commercially available software such as Microsoft Word, Excel, Internet Explorer, and computer hardware. Other preferable but not mandatory skills include Active Directory, Remedy Incident and Knowledge Management, mobile and virtual computer support
  • Demonstrate solid verbal, listening, and written communication skills to document incidents with clear and concise details gathered during interactions
  • Accuracy in performing detailed work
  • Maintain patience and reasoning under stress
  • Typing and keyboarding skills

Account Management IT Service Desk Specialist Resume Examples & Samples

  • 2 years of experience as a systems administrator in Windows environments
  • Experience with operating systems, organizations operating environment, and network requirements
  • Experience with user account management NMCI e–mail accounts for new users and transferring existing users NMCI e–mail accounts
  • Experience with issuing user passwords or password resets, data input requests for NMCI services, and NMCI trouble tickets
  • Experience with the administration and management of various user domains, including Global Groups, Distribution Lists, and Public Folders
  • Security + CE Certification
  • Consistently delivers excellent technical customer service
  • Clearly documents interactions, incidents and resolutions within Hyatt’s ticketing system
  • While acting as a single point of contact, takes ownership and responsibility of issues from start through to resolution
  • Customer-oriented and solution-focused worker
  • Ability to maintain confidentiality with information or items as required
  • Possesses flexibility and works well within a team
  • Adaptable and with the intellectual ability to thrive in a demanding and changing environment
  • Ability to develop effective and quality working relationships with other departments, groups, and personnel
  • Ability to identify process and document improvement opportunities and works with their supervisor to take corrective action to implement change
  • Possesses an international mindset
  • Manage all activities related to the global IT Service Desk
  • Responsible for the efficient operation of the IT Service Desk group including staffing, scheduling and training activities
  • Assess Service Desk performance through various statistical and reporting technologies
  • Define, develop and enhance success measures for Service Desk agents
  • Ensure quality standards for all tickets and calls are met or exceeded regarding accuracy of ticket data including client demographic information, description, resolution, etc
  • Develop quality standards and quality assurance measurements and auditing
  • Monitor the ACD phone system to ensure agent availability, and ticketing system queues to ensure all tickets are responded to in a timely manner
  • Responsible for recognizing, identifying, isolating and resolving escalated support issues
  • Ensure problems are identified and escalated to appropriate IT groups, document work around procedures if necessary
  • Ensure all Service Desk staff are current on all supported technologies and applications
  • Partner with IT leadership to review metrics, trends and analysis
  • Build and maintain customer relationships to guarantee full understanding of user needs to provide effective support and services
  • Work with peers to develop processes to monitor trends based on service requests, incidents and queries
  • Escalate issues appropriately and maintain communication with customer and support teams
  • Maintain policies and procedures regarding Service Desk work flows, and ensure compliance
  • A minimum of five years in a technical support role or similar position with supervisory experience
  • A minimum of 3 years’ experience within a customer service environment
  • Must have excellent writing and verbal communications skills
  • Must have knowledge of PC hardware and desktop software, system and recovery methods and software tools, call tracking and problem tracking software use
  • An understanding of service level agreements and building process and procedures for resolving problem tickets
  • Strong knowledge of operations and networking architectures, concepts and terminology and help desk operation/management technique

IT Service Desk Knowledge Center Manager Resume Examples & Samples

  • Lead a team providing first point of contact helpdesk for all service requests
  • Ensure account management and serves as initial point of contact for internal and external customers accessing DSS mission applications
  • Ensure coordination to resolve service requests with technicians located across a geographically distributed network infrastructure
  • Ensure timely service request acknowledgement, problem identification, escalation, resolution and closure for all service requests. Response to service requests shall be based on prioritization level and service level agreements (e.g., VIP, Mission Impact, etc.)
  • Ensure requests are serviced through all accessible communication channels and utilizes an enterprise ticket management system (Remedy) to track and monitor service requests
  • Ensure accurate status of service requests for users via self-accessible portal or through direct communication
  • Ensure team provide end-user account administration services (add/change/remove) and password resets
  • Ensure team provides desk side support to resolve customer service requests
  • Support coordinated escalation effort of service requests to third parties, such as hardware and software suppliers, other third-party contractors, and other DSS internal technical support
  • Ensure proper documentation and tracking of call metrics, service request/resolutions, and analyze trends to implement measures that prevent recurring problems and improve customer satisfaction
  • Provide situational awareness throughout DSS on IT-related issues impacting the enterprise
  • Support continually enhance a self-service capability for users to resolve issues
  • Support weekly status report on all call and service metrics
  • Provide customer service satisfaction measurements (e.g., surveys)
  • Provide user training and knowledge transfer as required
  • Maintain call-in responsibility in the event of building closure
  • Ensure team provides user account administration and creation, assistance with user registration, and respond to user account requests
  • Experience: 9 Years with Bachelors in Science; 7 Years with Masters; 4 Years with PhD
  • HDI-SCA certification
  • Experience using Remedy BMC and Microsoft SharePoint
  • ITILv3 Foundations

IT Service Desk Specialist, Second Shift Resume Examples & Samples

  • Monitoring all Mission Critical and Enterprise Critical Systems that comprise SAS’ infrastructure
  • Identify potential system degradation and escalate to appropriate support teams to avoid and interruption of services
  • Ensure incidents are resolved or escalated in accordance with SAS’ Incident Management Standard
  • Ensure problem root cause analysis is performed in accordance to SAS’ Problem Management Standards
  • Create Root Cause Analysis problem tickets as needed
  • Accurately assesses and records problems in the problem management tool
  • Responds promptly to customer requests including hardware installation, decommission and deployment of equipment
  • Formal training or coursework in an IT related field; Associates degree in an IT related field is preferred
  • One year of experience in service management at an IT Service Desk or related field
  • Valid North Carolina Driver’s License
  • Strong analytical and problem solving
  • Strong written, verbal, and interpersonal communication skills
  • Ability to work effectively in teams and individually
  • Hours are 04:00pm-midnight weekday and 08:00am-08:00pm weekend

IT Service Desk Specialist, Third Shift Resume Examples & Samples

  • Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning
  • Create and distribute Incident Summary Reports
  • Maintains accurate asset management information in the CMDB
  • Ability to work nights and weekends and holidays
  • Hours are 12:00am-8am weekday and 08:00pm-08:00am weekend

Director Global IT Service Desk Resume Examples & Samples

  • Assessing the overall global end user service desk support currently comprised of insourced internal Tier 1 and Tier 2 service desks and the outsourced regional Tier 1 service desk
  • Manage and analyze existing outsourced vendor services, recommend and execute insourced vs. outsourced model supporting 55,000+ end users globally. Create a scalable model to accommodate acquisitions, new business, new applications, and various end user computing support needs
  • Lead, coach and mentor, Tier 1 and Major Incident Management teams
  • Provides leadership in the research, development and implementation of innovative, efficient service desk technologies in support of business needs and opportunities
  • Leadership of people management to include but not limited to; recruitment of FTE's as well as contractor staff, management of staffing vendors, performance and compensation management, training and development
  • Create enterprise strategic partnerships with Information Technology peers/leaders, and business partners. Collaborate with key internal stakeholders to ensure service desk support aligns with the company's overall vision, mission and goals
  • Contract Negotiation -- Responsible for negotiating and documenting all key terms with suppliers for goods and services
  • Developing continues improvement plans to optimize KSR cost and measure as well as grow customer satisfaction KPIs
  • Innovate and communicate around the area of responsibility (i.e. prize competitions, virtual service-desk) to bring service delivery and customer satisfaction to the next level
  • Demonstrated thought leader in service desk strategies with strong expertise in IT insourcing/outsourcing support
  • Strong ability to translate business requirements into cost efficient (IT) solutions
  • Proven experience in managing and leading large scale IT projects
  • Strong budgeting and Financial Management Skills
  • High level of technical proficiency and awareness (ITIL/MCP/MCSE/CNE/disaster recovery)
  • Strong experience in Personnel Management, and ability to raise engagement and proactivity within an International Team
  • Excellent communication skills, including the ability to develop and nurture good relationships with other parts of IT as well with business
  • Educated to at least degree level in a Business-Computing related subject or comparable qualification
  • 8-10 years of work experience within international IT environments, including several years in management positions. Experience required in IT Service and Project Management
  • Very good in English and in local language both written and spoken

Related Job Titles

help desk resume bullets

IMAGES

  1. sample help desk resume example

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  2. Help Desk Support Resume Examples for 2024: Templates & Tips

    help desk resume bullets

  3. Help Desk Resume Samples

    help desk resume bullets

  4. Help Desk Resume Samples

    help desk resume bullets

  5. Professional Help Desk Technician Resume Examples

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  6. 3 Help Desk Resume Examples for 2024

    help desk resume bullets

COMMENTS

  1. Help Desk Resume Example (Free Download)

    Phone: (123) 456-7891 Address: Street, City, State LinkedIn: linkedin.com/in/yourprofile Summary IT Help Desk Specialist with 6+ years of hands-on experience delivering technical support, managing IT operations, and supporting users with a variety of technical issues.

  2. 3 Help Desk Resume Examples for 2024

    Writing a Resume Summary Related Administrative Resumes Similar Careers to a Help Desk Help Desk CV Examples Template 1 of 3: Help Desk Analyst Resume Example Help desk analysts assist customers and employees with technical support via email or phone calls. They have a customer service role as well as an IT technician.

  3. IT / Help Desk Resume Samples

    5 4.5 ( 101 votes) for IT / Help Desk Resume Samples The Guide To Resume Tailoring Guide the recruiter to the conclusion that you are the best candidate for the it / help desk job. It's actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments.

  4. Help Desk Resume Sample & Job Description [+Entry Level]

    Career Expert Updated: January 22, 2024 Article Rating: Our customers have been hired by: Table of Contents Show You showed your dad how to work his cell phone. Set up your Grandma's Facebook (and now regret it). Tech stuff? You just seem to get it. Time to land that dream job.

  5. Help Desk Technician Resume Samples

    Dallas, TX Hoppe-Kovacek Maintain detailed trouble tickets, escalating issues accordingly and keeping constant channel of communication open with customer during escalation Technical expertise in the set up, operation, and troubleshooting of all associated and follow-on operating systems

  6. Help Desk Support Resume Examples for 2024: Templates & Tips

    Kathy Webster San Francisco, CA 94015 (555) 555-5555 [email protected] Professional Summary Enthusiastic help desk support professional seeking to benefit an IT Department with complex technical knowledge and strong time management skills. Skilled at building rapport with diverse individuals while handling complex technical issues.

  7. IT Help Desk Resume—Examples and 25+ Writing Tips

    11/09/2023 IT Help Desk Resume—Examples and 25+ Writing Tips Do you really need 2 years of experience to get a help desk job? Not at the right companies. Show your tech savvy and IT skills with this professional help desk resume sample. Tom Gerencer, CPRW Career Writer at ResumeLab

  8. 5 Help Desk Resume Examples & Guide for 2024

    Jan 31, 2022 • 8 min read Resume Guide In this guide, you'll learn Looking for related resumes? How to create a help desk resume that gets you hired The right way to write a header for a help desk resume How to make an outstanding experience section for your help desk resume 18 essential skills to highlight in your help desk resume By Role

  9. 3 Help Desk Resume Examples Built to Work in 2024

    Stephen Greet January 6, 2024 Being a help desk technician is all about being the go-to support hero for tech-related woes. You're the friendly face or voice that guides users through their IT troubles, from computer hiccups to forgotten passwords. Your knack for problem-solving and communication makes you a troubleshooter extraordinaire.

  10. IT Help Desk Resume: Examples and Guide [10+ Tips]

    Career Expert Updated: January 19, 2024 Article Rating: Our customers have been hired by: Table of Contents Show As an IT help desk pro, you're the human firewall for tech issues. But first, you must infect the recruiter with admiration for your resume. And turning your resume off and on doesn't help it stand out.

  11. IT Help Desk Technician Resume Samples

    3 4 5 4.5 ( 94 votes) for IT Help Desk Technician Resume Samples The Guide To Resume Tailoring Guide the recruiter to the conclusion that you are the best candidate for the it help desk technician job. It's actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments.

  12. IT Support Resume Examples (+ Help Desk & Technician)

    Career Expert Updated: January 29, 2024 Article Rating: Our customers have been hired by: Table of Contents Your IT support resume has to authenticate your job search. You're not the only tech in the digital ocean. The hiring manager—call her Ellen—wants to know you can keep things running.

  13. Help Desk Resume: Downloadable Template & Top Tips

    [Maria Johnson] [Help Desk Analyst] [Chicago, IL 600007 | 111-333-1111 | [email protected]] >> Summary << Dedicated and experienced Help Desk Analyst with over 9 years in the IT field, exceptional problem-solving abilities and technical acumen in various environments.

  14. 22 Resume Bullet Point Examples That Get Interviews

    Resume Bullet Points From a Mid-Level Supply Chain Analyst: Forecasted $100 MM across accounts and product line categories by analyzing trends, inventory and order history. Devised a co-forecasting process with clients which uncovered issues in their analytical system and merged client forecasts with ours.

  15. Help Desk Technician Resume Examples & Samples for 2024

    The most successful resume samples for this job mention duties such as taking phone calls, answering to customer inquiries, diagnosing technical issues, running tests, troubleshooting equipment, and updating software.

  16. Help Desk Support Resume: Examples and Best Practices

    D. Keep it Brief and to the Point. Keep your resume brief, concise, and to the point. Help desk support managers are usually very busy and don't have time to read lengthy resumes. Try to limit your resume to one or two pages, using bullet points to summarize your experience and skills.

  17. Help Desk Supervisor Resume Examples & Samples for 2024

    Common work activities described on a Help Desk Supervisor resume are recruiting and training staff, setting schedules, assigning tasks, monitoring work performance, troubleshooting equipment, and updating software. Successful resume samples for this job emphasize assets such as customer service skills, problem solving orientation ...

  18. Help Desk Support Resume Samples

    San Francisco, CA Schroeder, Harris and Rosenbaum Utilize Network Administrative Tools to manage the network and ensure efficiency of system resources Manage service ticket queue, prioritize requests and perform work to meet or exceed clients' expectations

  19. IT Help Desk Resume: 2023 Guide with 10+ IT Help Desk Examples

    Sheldon Jordan +1 (166) 111 1311 [email protected] SF, CA www.linkedin.com/in/sheldon IT Help Desk Coordinator SUMMARY 5 years experienced IT Help Desk Coordinator and certified CompTIA A+ professional adept at coordinating with the in-house IT team, clients & vendors to resolve IT concerns and achieve 100% client satisfaction.

  20. Technical Support Resume Sample & Job Description [20 Tips]

    On any entry-level tech support resume, give them bullet points from previous, unrelated work in the most relevant way possible. If it doesn't add value or isn't related to this new tech support job, leave it off. 4. Make Your Technical Support Specialist Resume Education Area Shine.

  21. Information Technology Specialist 25b Resume Sample

    06/2014 to Current. Information Technology Specialist (25b) Army National Guard - Fort Sill, OK. Researched, performed troubleshooting, and resolved complex problems independently. Identified and corrected performance issues. Ensured proper installation of cables, operating systems and software. Trained users in the proper use of hardware or ...

  22. Help Desk Agent Resume Samples

    1 2 3 4 5 4.7 ( 105 votes) for Help Desk Agent Resume Samples The Guide To Resume Tailoring Guide the recruiter to the conclusion that you are the best candidate for the help desk agent job. It's actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments.

  23. Help Desk Automation: A Recipe for Better Support

    8 help desk automation ideas to improve productivity and service Knowing where to start with workflows and automations can feel like a daunting task. One way to get started is to think of the things you and your team spend the most time doing — the busy work that you wish you did not have to do so that you could work on more impactful tasks:

  24. IT Service Desk Resume Samples

    IT Service Desk, Team Lead Resume Examples & Samples. Very good people management skills, should have experience in previous roles. Very good communication skills, should have managed services across geographies. Ability to drive initiatives in the team with creativity and a long term vision.