it service desk resume sample

IT Service Desk Resume Sample

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Work Experience

• Monitor SLA's & operational KPI’s, liaising with internal and external support functions and taking responsibility for customer communication when major incidents occur
• Balance and manage competing high priority work demands
• Manages the day-to-day responsibilities of a team of professionals providing first level business systems support
• Serves as key incident escalation point for critical or high severity issues and provides regular process review with an eye to process improvement
• Manages daily IT operations, such as back office nightly job streams, production/test server and network infrastructure, enterprise application systems and critical incident management by establishing priorities, developing standards and setting schedules and deadlines
• Develops operational procedures and provides guidance and leadership to analysts in adopting standard operating procedures necessary for the day-to-day maintenance and incident response methodologies (identification, triage, troubleshoot, escalate, close)
• Develops solutions and roadmaps for monitoring the various systems that constitute the operating environment and leverages telemetry to monitor health, performance and availability of systems
• Builds relationships with all supported customers and service providers (internal and external) and acts as a liaison to identify opportunities and challenges and implement solutions
• Understands and adheres to the current escalation and critical situation management process
• Responsible for the internal and external communication of issues to management, other internal support groups and the customers via all appropriate avenues
• Acts as a communication channel with regards to customer interaction as required ensuring clients are updated on critical issues
• Develops in-depth understanding of transaction message flow and the different types of exceptions that result in business impact
• Represents the Service Desk team in relevant meetings; Change and Problem Advisory Board
• Works independently to triage multiple simultaneous issues and manage all to effective resolution
• Ensures software-licensing requirements are fulfilled according to company policy
• Demonstrated history of successfully providing excellent customer service 5+ years of Service Desk, Support Center or Network Operations Center (NOC)
• Measures overall support effectiveness, quality of work and continuous improvement through metrics
• Generates management reports and provides insight into system availability, service level agreements, uptime, average ticket resolution time
• Provides management and leadership to team members including staffing selection, goal setting, annual reviews, compensation planning, career development, coaching and administrative support
• Assists the Director in developing and managing short to longer term tactical and strategic support initiatives to meet the operational and continuity needs of Hub Group IT and its customers
• Represents the team on cross-functional projects and ensures timely completion of agreed deliverables
• Manages team workload; ensures all incidents, problems and requests are prioritized, assigned, resolved or acted on in a timely manner; ensures all incidents and problems have root cause identified where possible
• Reviews and identifies common problem areas that require focus and assign tasks accordingly
• Works with appropriate groups to administer and maintain policies and procedures to ensure a standard approach is adopted in the implementation of system changes; mentor team members on these policies and procedures
• Provides Operations and Support perspective in the adoption of new technologies and the implementation of new software

Professional Skills

• Strong communication and incident/conflict resolution skills Strong analytical skills and sound decision-making abilities
• Strong project and resource management skills and experience managing both onshore and offshore staff
• Excellent communication skills with the ability to communicate effectively via documentation, telephone, and e-mail with customers and peers in varying roles
• Work experience appreciated Strong Windows OS and MS Office skills
• Strong organizational skills with the ability to prioritize multiple tasks with high quality results
• Demonstrated advanced problem support and call center skills as typically acquired through Helpdesk Institute certifications and experience
• Demonstrated advanced problem support and call center skills as typically acquired through Helpdesk Institute certification and experience

How to write IT Service Desk Resume

IT Service Desk role is responsible for customer, troubleshooting, technical, interpersonal, analytical, hardware, software, organizational, training, windows. To write great resume for it service desk job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For IT Service Desk Resume

The section contact information is important in your it service desk resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

• First and last name
• Telephone number

Work Experience in Your IT Service Desk Resume

The section work experience is an essential part of your it service desk resume. It’s the one thing the recruiter really cares about and pays the most attention to. This section, however, is not just a list of your previous it service desk responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular it service desk position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative IT Service Desk resume experience can include:

• Effective and professional verbal and written communication skills and solid presentation skills
• Excellent communication and interpersonal skills, an effective net
• Good organisational skills, an ability to multi-task and prioritise your own workload
• Strong knowledge of infrastructure components as it relates to Voice/Data networks Problem solving, judgment, mentoring, and decision-making skills
• Analyze hardware, software, and network problems using diagnostic tools, troubleshooting procedures, and excellent analytic skills
• Excellent written and verbal communication skills and a commitment to exceptional customer service and support

Education on an IT Service Desk Resume

Make sure to make education a priority on your it service desk resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your it service desk experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

• School you graduated from
• Major/ minor
• Year of graduation
• Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in IT Service Desk Resume

When listing skills on your it service desk resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical it service desk skills:

• Good customer service skills. Able to maintain a good rapport with customers, ensuring timely updates around incident diagnosis or project activities
• Proven analytical and problem-solving, technical and writing skills with a professional demeanor and good business acumen
• Related experience including supervisory experience or a combination of education, training and progressive work experience
• Excellent team working skills, ability to communicate well with others and share ideas as well as knowledge for the benefit of the team
• Strong planning and organisational skills to enable proactive management of calls
• Proven technical troubleshooting skills to work with Service Desk team and resolve issues

List of Typical Experience For an IT Service Desk Resume

Experience for manager, it service desk resume.

• Exceptional skills in providing exceptional customer experience. Knowledge of customer services industry and best practices
• Proven experience providing support in a Microsoft Office 365 and Active Directory environment
• Three years or more of proven leadership experience in an IT customer support capacity is required
• Excellent time management and ability to prioritize tasks efficiently
• Demonstrate sound business understanding and demonstrate ability to see "the big picture"
• Effective prioritization of roles and responsibilities

Experience For IT Service Desk Supervisor Resume

• Analytical ability to deal effectively with a wide range of problems across multiple vendor hardware and software systems
• Skills in verbal and written communication to analyze, interpret, and address customer needs
• Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules
• Experience working with and implementing ITIL based processes
• Experience configuring and deploying one or more help desk platforms is highly desirable
• Experience managing a diverse and decentralized team 3+ years of supervisory/managing in an IT environment

Experience For IT Service Desk Coordinator Resume

• Meets or exceeds service expectations through effective communication, listening and problem-solving techniques. Ensures I/S
• Experience supporting cloud computing
• Good working knowledge of other cloud computing services
• Experience working in multi-location environment and supporting WAN/LAN infrastructure
• Basic skill troubleshooting and resolving technical problems
• Team-oriented and skilled at working in and promoting a collaborative environment
• Experience in deploying and supporting endpoint security and asset management software
• Experience with monitoring tools such as WUG, SolarWinds, or similar tools
• Experience with ServiceNow or other ITIL-based ticketing and workflow management systems is required

Experience For IT Service Desk Engineer Resume

• Conducts training sessions for less experienced staff and special projects
• Experience in Microsoft OS (WinXP, 7, 2000 Server), Service Desk Systems, User Support Activities, Network equipment, phone equipment, printing equipment
• Strategic thinker with experience of of developing a framework to manage a multi-vendor environment
• Prioritizes internal user requests depending on the severity level
• Experience in PC Operating Systems and application productivity suites
• Strong technical background with a problem-solving attitude
• Experience in managing a global service desk team

Experience For IT Service Desk Agent Resume

• Experience in supporting Windows and Mac systems
• Experience in managing various mobile devices and mobile device management software
• Previous experience providing customer services (not necessarily support) over the telephone
• We believe that international experiences are essential to a 21st century education
• Record, prioritise, assign and manage all requests and incidents made to the IT Service Desk
• Educated to at least BTEC National Diploma level or 3 years IT Support experience
• Prioritize the attention given to cases in the queue

Experience For It-service Desk Analyst Resume

• Give experienced support for Branch/Departmental Customers and technical expertise to coworkers
• Evaluate and prioritize incoming email, unassigned and in-person requests for assistance from users
• Experience supporting a heterogeneous environment
• Good working knowledge of Active Directory, Domain, and Network Security
• Min 3 years work experience preferably on Customer Service/ Service Desk field

Experience For IT Service Desk Shift Supervisor Resume

• Leadership and organizational skill is an advantage
• Experience with vendor management is advantage
• Reset passwords for users as necessary after validating proper credentials
• Experience with servicing customers (internal or external) - in-person and/or phones
• Records and manages incident and request tickets, i.e. ticket assignment, ticket prioritization, problem escalation and problem resolution
• Applies broad company knowledge and experience to identify and troubleshoot less common network and workstation related issues
• Mentors and coaches less technically experienced staff
• Provides input to process improvement and validation of departmental scripts
• Experience in a Windows distributed environment

Experience For IT Service Desk Change & Project Process Coordin Resume

• Participate in quality calibration and validation of queue and incident management process
• Five (5) to seven (7) years management experience in an IT service desk environment
• Demonstrated leadership abilities and be goal oriented
• Experience in desktop support in a professional environment is required
• Experience implementing ITIL standards in a Service Desk environment
• Work with other team members and small project groups to develop tools to improve Technology and Support Services efficiency and effectiveness

Experience For Technical IT Service Desk Analyst Resume

• Ensures the end-to-end customer experience and single-point-of-contact
• Post-secondary education, preferably with 1 or more years of relevant administrative experience
• Moving parts used, ordering parts, posting parts, monitoring call activity, and closing calls in designated call tracking systems
• Recording and tracking project issues and escalating to the necessary teams
• Creating & updating user guides and training
• Accepting customer feedbacks, collecting, investigating, follow up with vendors or internal teams

Experience For IT Service Desk, Department Manager Resume

• Ensuring office staff have the technical tools to do their job; including access to working computers, and components
• Responding to incoming calls received via telephone, intranet, e-mail, and fax from external and internal customers including field technicians
• Liaising with vendors and external consulting companies for equipment purchases, repairs and maintenance
• Maintaining the Supportworks Call Logging System
• Understanding of Microsoft Operating Systems and PC's

List of Typical Skills For an IT Service Desk Resume

Skills for manager, it service desk resume.

• Very good knowledge and understanding in broad based technical IT service desk role with strong general IT troubleshooting skills
• Strong leadership skillsets to include understanding business needs, building relationships, communication, prioritization, and delegation
• Demonstrated troubleshooting approach and skills
• Strong delegation and leading through others・ skills
• Effective communication and interpersonal skills, written and oral
• Strong oral and written skills both technical and non-technical

Skills For IT Service Desk Supervisor Resume

• Strong interpersonal, business management, and customer service skills
• Excellent organization, and problem solving skills
• Excellent interpersonal and communication skills with the ability to interact and build trust with all levels of the organization
• Effectively prioritize and execute tasks in a high-pressure/fast-pace environment
• Excellent patience, composure and interpersonal skills
• Good conflict management skills is an advantage

Skills For IT Service Desk Coordinator Resume

• Excellent communication (oral and written), interpersonal and presentation skills
• Good written & verbal skills
• Good analytical skills, able to use data to determine cause of incidents, and able to act on this data to resolve incidents
• Good time management and organisation skills. Regularly manages the completion of tasks on time with some intervention from the manager
• Solid relationship management and performance mangemant skills
• Solid vendor management skills to work with third party data providers and technology partners
• Demonstrated strong verbal and written communication experience

Skills For IT Service Desk Engineer Resume

• Prioritizes projects and operations tasks effectively to deliver within defined SLA
• Excellent customer relations skills (with all levels of internal and external customers)
• Strong (vendor) negotiation skills
• Excellent telephone, written and communication skills
• Excellent verbal/written comprehension and positive communication skills
• Experience planning and leading staff training on customer experience improvement and technical support portfolio changes

Skills For IT Service Desk Agent Resume

• Solid understanding and experience of Windows 7/Windows 8/Windows 10 Desktop/Laptop Support and Configuration
• Solid understanding and experience of Office 2010 or newer
• Prior experience with working with any Avaya telephone/voicemail systems
• Customer Service training -top shelf soft skills
• Prior experience with IT support ticketing systems

Skills For It-service Desk Analyst Resume

• PC and MAC hardware troubleshooting skills
• Use troubleshooting skills to obtain and convey concise solutions and technical guidance to our retail stores, corporate office, and distribution centers
• Experience with a demonstrated pattern of increasing responsibility
• Solid understanding of how to set short and long-term strategies and priorities
• BS/BA in an IT related field and 6+ years directly related experience, or equivalent combination of education and experience
• Trains team member to be self-directed and to effectively use their time
• Effectively works with other teams to escalate and assist in problem resolution
• Good knowledge and experience of Apple Mac OS X, within a Windows environment (Active Directory integration, File/Print server, etc.)
• Previous proven experience with Windows 7 and Microsoft Office Suite (Word, Excel, Outlook, etc.) is mandatory

Skills For IT Service Desk Shift Supervisor Resume

• Proven experience with problem resolution
• Demonstrate bias for action, work with a priority at all times
• Exhibit leadership skills required to manage resources as well as projects deliverables
• Great communication skills, specifically on the phone
• Desire and aptitude to learn and retain new information and skills
• Excellent time management and ability to manage multiple tasks and priorities
• Collaborate effectively with team members to identify and work toward solutions
• Maintain a contact list with skills capability matrix for all IT Support Engineers
• Self-motivated, able to manage own workload effectively

Skills For IT Service Desk Change & Project Process Coordin Resume

• Able to work with other IT teams effectively
• Demonstrated experience implementing processes/systems in an IT environment
• Demonstrated experience delivering Superior Customer Service
• Advanced knowledge of desktop support skills and mainframe operations typically acquired through Microsoft desktop certification
• Service management tool experience i.e., ServiceNow, Remedy, etc. and incident management experience required

Skills For Technical IT Service Desk Analyst Resume

• Participates in required training for both technical and interpersonal skills
• Gives Analysts latitude to make decisions based on their level and area of responsibility and level of knowledge and skills
• Skills and knowledge in organizational change management
• Demonstrable experience of managing multi skilled teams
• Continued improvement of knowledge and skills.

Skills For IT Service Desk, Department Manager Resume

• Strong ability to multi-task and prioritize urgent issues to maintain KPIs and SLA
• Recording incidents and request in the ticketing system including capturing request details, assessing impact, and applying priority and categorization
• Ensuring the highest quality of customer service experiences are delivered and KCS processes are followed in that process
• Training or experience in Console Monitoring, Operations Analysis, Operations Production, Service Desk Analysis, and Service
• Assisting analysts, engineers, managers and project leaders in providing first-line support when workloads are high, or where additional experience is required

List of Typical Responsibilities For an IT Service Desk Resume

Responsibilities for manager, it service desk resume.

• Strong Windows OS and MS Office skills
• Experience in telephone skills within a Help Desk environment
• Communication skills and Service orientation
• Key stakeholder at the Vendor Service Governance forums to demonstrate the effectiveness of supplier performance against contracted KPI’s and SLA’s
• Effectively restarts abends and performs system start-up and shutdown procedures

Responsibilities For IT Service Desk Supervisor Resume

• Integrates and supports technical infrastructure changes through installation and maintenance of system components. Effectively
• Flow to work effectively
• Incident Management system skills (Remedy)
• Troubleshooting abilities; with the ability to apply effective resolution methodology
• Leading an “Incident Ready Team” to ensure priority service interruptions are resolved quickly, well-communicated and thoroughly documented
• ITIL mindset driven with experience in designing/implementing/managing an ITIL environment

Responsibilities For IT Service Desk Coordinator Resume

• Experience with computer imaging and software deployment techniques using best practices/automation for efficiency and consistency
• Manage the processing of incoming requests to the Service Desk via telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
• Experience of using Supportworks call logging system
• Experience providing technical assistance and support
• Experience in working with customers or in an international environment in the field of IT is an advantage but,
• Actively build strong working relationships between the vendor and Ryder IT
• A Very Good understanding of the Conference Room, A/V tool to support remote office independently, required

Responsibilities For IT Service Desk Engineer Resume

• Provide excellent customer service by ensuring that Support services are delivered to meet customer business needs and expectations
• Experience supporting audio/visual equipment
• Professional and effective customer communication and relationship building
• Experience leading a critical incident team
• Experience managing small-medium IT projects and/or PMP certification
• Strong ability to diagnose various OS and software related issues including BSOD, system freezes, poor system performance, and ambiguous application errors
• Experience with Service Desk Management Systems including but not limited to workflows, self-service, asset management
• Experience using Service Desk Management tools
• Strong demonstrable knowledge of performing 1st line fixes to resolve incidents

Responsibilities For IT Service Desk Agent Resume

• Previous experience working with bespoke applications
• Pro-active and self-motivating with strong customer focus
• Develop and maintain a strong working relationship with other Tier 3 managers
• 6 months of Network Connectivity and troubleshooting experience
• Strong knowledge of Windows Desktop operating systems
• Quickly assimilate, analyze, and prioritize incoming work requests
• Experience of supporting Tablet/Hybrid devices

Responsibilities For It-service Desk Analyst Resume

• Experience of supporting Apple IOS devices
• Experience providing phone support
• Advanced experience, knowledge and training in information technology department operations
• At least three (3) years’ experience with IT Service/Help Desk operations supporting a diverse customer base
• Experience managing large, diverse teams
• Experience working in a fast-paced, cross-functional and multi-team environment
• Five or more years of management experience leading a team that delivers IT support to a diverse group of customers that includes executives
• Curiosity in new & emerging technologies, with a desire to implement for the betterment of campus and stakeholder experiences
• Knowledge and experience with the Miscrosoft Office Suite of applications including Outlook

Responsibilities For IT Service Desk Shift Supervisor Resume

• Experience in administering an ITSM platform
• Strong problem solving ability, self motivated
• Effective incident and problem resolution
• Adhere to standard operations and policies to provide effective customer service
• Provides timely guidance and feedback to Analysts to strengthen specific knowledge and/or skill areas necessary to accomplish
• Bachelors in related field of study (Management Information Systems) or equivalent experience
• Computer operations or Service Desk experience
• Strong knowledge of desktop software tools such as Microsoft Word, Excel,

Responsibilities For IT Service Desk Change & Project Process Coordin Resume

• At least two to six (2-6) years’ work experience in service desk and/or desktop support required
• Upervisory or leadership experience, in a Service Desk environment, is required
• Service Desk or Customer Call Center related experience
• Operates the Global IT ticket handling processes and procedures, referring calls and updating call information in ESS in line with CS procedure
• Proven ability to lead teams to consistent and desired results
• Experience as a lead or manager of a call center
• Internal help desk experience
• Entry level to 3-5 years of experience
• Good knowledge of software and hardware products

Responsibilities For Technical IT Service Desk Analyst Resume

• Previous experience in the engineer industry desirable
• Experience in Service Now is desirable
• Able to multi-task to meet department and customer priorities
• Good technical capability, not expert
• Desktop experience

Responsibilities For IT Service Desk, Department Manager Resume

• Set priorities for Service Desk and Computer Operations staff
• Possess superior technical skill with ability to troubleshoot, Root Cause, and document issues and solutions
• Strong knowledge in Desktop software such as Office, Visio, MS-Project etc
• Schedule activities and set priorities so deadlines are met, goals accomplished
• Self-directed IT professional with strong work ethics
• Experience with the Information Technology Infrastructure Library (ITIL) concepts
• IT Service Desk support experience
• Work experience appreciated
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 and Office 2016 (particularly Outlook) and ideally Office 365

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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: 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:

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:

Our AI-powered Resume Review Service is available to give your resume an in-depth and constructive analysis within minutes of uploading it on our tool!

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 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: 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:

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 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:

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.

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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
• ATS Compliance
• Content Relevance
• Recruiter Friendliness
• Design Compatibility
• Global Compatibility
• Performance Assessment
• Resume Formatting (font, margins, the order of sections, etc.)

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Our Online Resume Builder is here to help you create job-winning resumes.

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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IT Help Desk Support Resume Examples

Writing a resume for an IT Help Desk position can be challenging, especially if you are new to the field. It is important to showcase your technical and analytical skills, as well as your customer service abilities. The most effective resumes will demonstrate your ability to troubleshoot problems and develop solutions, while including key qualifications and certifications. In this blog post, we will be providing a comprehensive guide, along with examples, to help you craft an attention-grabbing resume that will help you land the job of your dreams.

If you didn’t find what you were looking for, be sure to check out our complete library of resume examples .

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IT Help Desk Support

123 Main Street | Anytown, USA 99999 | Phone: (123) 456-7890 | Email: [email protected]

I am a detail- oriented IT Help Desk Support professional with 5 years of experience in providing excellent customer service, resolving complex technical issues, and configuring and troubleshooting computer systems, software, and hardware. My expertise in IT also extends to problem solving, data analysis, and diagnostics. I am adept at working in a fast- paced environment and am highly organized, with excellent communication and interpersonal skills.

Core Skills :

• Systems and Software Troubleshooting
• Configuration and Maintenance
• Customer Service
• Data Analysis
• Problem Solving
• Diagnostics

Professional Experience :

Help Desk Support, ABC Company, 2015 – Present

• Provide technical support to end- users for hardware and software issues
• Utilize problem- solving and diagnostic skills to resolve issues
• Respond to user inquiries via phone, email, and chat
• Maintain accurate records of customer interactions and system updates
• Configure and troubleshoot computer systems and networks

Help Desk Analyst, XYZ Company, 2013 – 2015

• Provided support to end- users on basic computer systems and software
• Troubleshot and resolved complex technical problems
• Responded to customer requests in a timely manner
• Updated and maintained customer records
• Assisted in maintaining and updating internal help desk documents

Education :

Bachelor of Science in Information Technology, ABC University, 2013

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IT Help Desk Support Resume with No Experience

Recent computer science graduate with a desire to assist customers with technical support related issues. Possesses strong knowledge of computer hardware and software, as well as experience troubleshooting and providing customer service in a customer service role. Eager to apply technical knowledge to help customers with their IT needs and ensure a positive customer experience.

• Proficiency in Windows, Mac OS and Linux operating systems
• Knowledge of computer hardware, software, and networking components
• Ability to install and configure software and hardware
• Excellent troubleshooting and problem- solving skills
• Excellent customer service and listening skills
• Ability to communicate complex technical information in a simple way

Responsibilities

• Provide help desk support to customers with technical issues
• Answer incoming customer calls and emails in a timely and professional manner
• Diagnose computer hardware and software issues and provide solutions
• Troubleshoot customer technical issues and resolve them quickly and efficiently
• Install and configure new hardware and software when needed
• Keep up to date with the latest technologies and best practices in IT support

Experience 0 Years

Level Junior

Education Bachelor’s

IT Help Desk Support Resume with 2 Years of Experience

Highly organized and knowledgeable IT Help Desk Support professional with two years of experience troubleshooting hardware and software issues for a wide range of clients. Possesses the ability to work independently and collaboratively to provide efficient customer service in a timely manner. Skilled in providing technical assistance, installation and configuration of systems, and maintaining system documentation.

• Hardware Troubleshooting
• Software Installation
• System Configuration
• Technical Assistance
• Communication

Responsibilities :

• Provided assistance with hardware and software repairs and installation.
• Assisted customers with technical problems via phone and email.
• Answered user inquiries regarding software, hardware and network operations.
• Provided technical assistance to customers in a courteous and professional manner.
• Offered customer support in the installation and configuration of systems.
• Maintained system documentation and updated technical knowledge.
• Assisted in troubleshooting network and server issues.
• Provided training to users on the use of new software.

Experience 2+ Years

IT Help Desk Support Resume with 5 Years of Experience

Highly organized and motivated IT Help Desk Support professional with 5+ years of experience in the technical support field. Proven track record in troubleshooting complex technical issues and providing effective solutions to meet customer needs. Possessing an in- depth knowledge of computer software, hardware, and networks. Skilled in written and verbal communication in order to build meaningful relationships and deliver exceptional customer service.

• Software/Hardware Troubleshooting
• Technical Support
• Problem- solving
• Computer Languages
• Responded to customer inquiries regarding IT- related problems and provided step- by- step troubleshooting instructions
• Diagnosed and resolved technical hardware and software issues for remote and onsite clients
• Installed and configured computer hardware, software, and related peripherals
• Assisted in the maintenance of computer networks and related computing environments, including systems software, applications software, and all configurations
• Created and maintained IT documentation and procedures
• Monitored and maintained performance of computer systems and networks
• Ensured data integrity and security of computer systems and networks

Experience 5+ Years

Level Senior

IT Help Desk Support Resume with 7 Years of Experience

Highly organized and motivated IT Help Desk Support professional with 7 years of experience providing technical support and leading IT projects. Possesses a comprehensive knowledge of computer hardware, software, and network systems. Expert in troubleshooting and providing user- friendly solutions. Skilled in customer service and working in a team environment.

• Network Administration
• Troubleshooting
• Hardware & Software Design
• Technical Documentation
• User Support & Training
• Provided technical support and assistance to customers, staff, and administrators
• Installed, configured and tested hardware, software, and networks
• Performed system backups, maintenance and upgrades
• Diagnosed and resolved hardware, software and network related issues
• Provided basic training to staff and administrators
• Set up user accounts and connected users to networks
• Maintained detailed records of hardware and software installations and upgrades
• Monitored and optimized system performance and security
• Assisted with the implementation of IT policies and procedures

Experience 7+ Years

IT Help Desk Support Resume with 10 Years of Experience

IT Help Desk Support professional with 10+ years of experience in providing direct technical assistance to customers, troubleshooting technical and system issues, and performing system maintenance and upgrades. Proven ability to understand customer issues and provide resolutions quickly and efficiently. Experienced in using the latest diagnostic tools, remote desktop support, and ticket tracking systems. Thrives in a fast- paced environment, working under pressure to meet customer service and satisfaction goals.

• Troubleshooting/Problem Solving
• Software/Hardware Installation and Upgrades
• Diagnostics and System Maintenance
• Remote Desktop Support
• Ticket Tracking Systems
• Data Backup and Recovery
• Software/Hardware Support
• Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Managed and resolved customer service problems, reported to management and documented resolutions.
• Answered customer inquiries via phone, email, and chat.
• Ensured customer satisfaction by providing customers with the necessary tools to resolve their issues.
• Performed remote troubleshooting and system maintenance and upgrades.
• Used the latest diagnostic tools, remote desktop support, and ticket tracking systems to resolve customer service issues.
• Provided guidance and instructions to customers on the use of hardware, software, and network systems.
• Assisted in the installation, configuration, and maintenance of computer hardware, software, and network systems.
• Provided technical advice and support to customers in areas including networking, data backup and recovery, and software/hardware support.

Experience 10+ Years

Level Senior Manager

Education Master’s

IT Help Desk Support Resume with 15 Years of Experience

Highly experienced IT Help Desk Support professional with 15 years of providing support for customers and resolving technical issues. Excellent customer service and communication skills, paired with extensive knowledge in Windows, Linux, and Mac OS systems. Proven track record of success in resolving a wide range of technical issues, troubleshooting software and hardware problems, and providing training and support to end- users.

• System Diagnostics
• System Administration
• Computer Security
• Windows/Linux/Mac OS
• Troubleshoot and resolve technical issues for customers
• Consult with customers to diagnose and troubleshoot computer- related problems
• Respond to customer inquiries and provide assistance in resolving technical issues
• Configure and install hardware and software systems
• Install and configure operating systems, patches, and updates
• Monitor system performance and security
• Train end- users on the use of software applications
• Maintain accurate documentation of technical issues, resolutions, and customer service logs
• Develop and implement technical policies, procedures, and best practices.

Experience 15+ Years

Level Director

In addition to this, be sure to check out our resume templates , resume formats ,  cover letter examples ,  job description , and  career advice  pages for more helpful tips and advice.

What should be included in a IT Help Desk Support resume?

A IT Help Desk Support position requires technical skills, problem solving abilities and excellent customer service. Therefore, it is important for a candidate to showcase these qualifications in their resume. Here are some suggested items to include on a IT Help Desk Support resume.

• Experience working with computers and technology
• Software and hardware troubleshooting skills
• Proficiency in customer service
• Experience providing remote and in-person problem solving support
• Knowledge of computer networks and system administration
• Ability to work in a fast-paced environment
• Ability to manage multiple tasks and prioritize accordingly
• Excellent communication skills
• Ability to quickly learn and adapt to new technologies

What is a good summary for a IT Help Desk Support resume?

A good summary for an IT Help Desk Support resume should highlight the job candidate’s technical knowledge, customer service experience, and problem-solving skills. The summary should also mention any certifications or other qualifications that make the individual a good fit for the role. Ultimately, a good summary should demonstrate the candidate’s expertise in troubleshooting, diagnosing, and resolving technical issues, as well as their ability to interact with customers in a friendly and professional manner.

What is a good objective for a IT Help Desk Support resume?

A good IT Help Desk Support resume objective should succinctly showcase your technical skills and knowledge, as well as your ability to provide customer service. When writing your objective, focus on the qualities that make you an ideal candidate for the position and keep it short and to the point.

Here are some points to include in your objective for an IT Help Desk Support resume:

• Experienced in troubleshooting and resolving IT hardware, software, and network issues
• Dedicated to providing effective customer service and support
• Ability to diagnose and troubleshoot technical issues and problems quickly and accurately
• Proficient in the use of various IT support tools and software
• Knowledgeable in the installation of new hardware and software
• Proven ability to maintain user accounts, passwords, network security, and data integrity
• Excellent communication and interpersonal skills

How do you list IT Help Desk Support skills on a resume?

When applying for an IT Help Desk Support position, it is important to highlight your technical skills and knowledge in the field. Your resume should be tailored to the job you are applying for, and should include your qualifications, experience, and skills. Here are some tips on how to list IT Help Desk Support skills on your resume.

• Include a summary of your qualifications. This should be a brief overview of your experience and qualifications relevant to IT Help Desk Support.
• Include a section featuring your technical knowledge and proficiency. Here you should list any certifications, programming languages, and other technical skills you possess that are relevant to the job.
• Detail any past experience related to IT Help Desk Support. Include examples of tasks you have completed, such as troubleshooting hardware/software issues or providing technical support to customers.
• Highlight any customer service or communication skills that are related to the job. This could include skills in active listening, problem-solving, and conflict resolution.
• Mention any relevant specializations or areas of expertise. For example, you may be specialized in network administration or cloud computing.

By showcasing your qualifications, experience, and skills, you can create a resume that will make you stand out in your job search.

What skills should I put on my resume for IT Help Desk Support?

If you’re looking to get into a career in IT Help Desk Support, then you’ll need to make sure that your resume has all the right skills. You should include keywords relevant to the position such as problem-solving, customer service, and technical support. Here are some of the most important skills to include on your resume when applying for an IT Help Desk Support job:

• Excellent problem-solving skills: As an IT Help Desk Support professional, you’ll need to be able to quickly identify and solve technical problems. You should demonstrate your ability to diagnose issues and provide solutions.
• Excellent customer service: You should be able to provide excellent customer service to your clients. This means being able to understand their issues and providing them with helpful and friendly advice.
• Knowledge of software and hardware: You should have a good understanding of software and hardware, as well as the ability to troubleshoot common issues.
• Good communication skills: You should be able to communicate clearly with clients both verbally and in writing. This includes being able to explain technical terms and instructions in a way that is easy to understand.
• Ability to work independently: You should be able to work independently and efficiently, without needing to be constantly supervised.
• Patience and persistence: You should have the patience to be able to work with clients who may not be as tech-savvy as you are. You should also have the persistence to keep trying different solutions until you find the right one.

By showing potential employers that you have these skills, you’ll be able to demonstrate that you’re well-suited to a career in IT Help Desk Support.

Key takeaways for an IT Help Desk Support resume

When writing a resume for an IT Help Desk Support role, there are a few key takeaways to keep in mind.

First, highlight any technical skills you have that are relevant to the role. Employers will want to know that you have a good understanding of the tools and software used in an IT Help Desk Support role, so make sure to include any certifications or qualifications you may have.

Second, emphasize your customer service skills. Any employer hiring for an IT Help Desk Support role will be looking for someone who is able to communicate effectively with clients and address their concerns in a professional manner. Make sure to highlight any customer service experience you have had in the past, as well as any communication or problem-solving skills.

Third, highlight any experience you have with troubleshooting. Employers will want to know that you are able to quickly identify and resolve technical issues, so make sure to include any experience you have with troubleshooting.

Finally, make sure to emphasize any experience you have with training users. Employers will be looking for someone who is able to effectively train users on the various tools and software used in an IT Help Desk Support role, so make sure to include any experience you have with training users.

By keeping these key takeaways in mind while writing your resume, you will be sure to make a great first impression when applying for an IT Help Desk Support role.

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• • Successfully handled and resolved more than 1,000 technical issues in a quarter, ensuring business continuity.
• • Collaborated on the implementation of new technologies that improved technical team productivity by 35%.
• • Executed transformation projects enhancing the companies IT roadmap resulting in 25% cost reduction.
• • Managed and trained a team of 5 junior IT support staff, increasing the efficiency by 30%.
• • Reduced customer complaint rate by 50% by improving the technical problem-solving process.
• • Implemented a IT onboarding process for new technologies reducing the adoption time by 40%.
• • Implemented a new ticketing process using Jira improving the issue resolution time by 30%.
• • Managed over 500 technical inquiries per month with a resolution rate of 98%.
• • Played a key role in a city-wide project to upgrade all technical systems to the latest standards.

5 Service Desk Analyst Resume Examples & Guide for 2024

When crafting your service desk analyst resume, ensure it highlights your expertise in customer support. Showcase your proficiency in troubleshooting and resolving technical issues promptly. Demonstrate your strong communication skills and ability to document solutions clearly. Your resume should reflect your capacity to effectively liaise between IT departments and end-users.

All resume examples in this guide

Resume Guide

Styling your service desk analyst resume: layout and format.

Designing your service desk analyst resume experience to grab recruiters' attention

Creating your service desk analyst resume skills section: balancing hard skills and soft skills

Optimizing the education and certification sections of your service desk analyst resume, summary or objective: maximizing the impact of the top third of your resume, extra sections to boost your service desk analyst resume, key takeaways.

Service Desk Analysts often struggle with articulating the technical nature of their job in a manner that's easily understandable and appealing to non-technical hiring managers. Our guide offers detailed instructions on how to translate complex IT terminologies into simple, action-oriented language that highlights your problem-solving skills and your ability to provide excellent customer service.

Dive into our concise guide to learn how to:

• Show your service desk analyst career's brightest moments through your resume's summary, objective, and experience sections.
• Explore top-notch service desk analyst resume examples to understand how to distinguish yourself from other candidates.
• Identify the most sought-after service desk analyst skills and certifications in the industry.
• Design a structured yet unique resume layout.

Recommended reads:

• IT System Administrator resume
• Windows System Administrator resume
• Product Support Specialist resume
• Application Support Analyst resume
• Application Support Specialist resume

Pondering the ideal length for your service desk analyst resume? Experts suggest keeping it between one and two pages. Opt for the two-page format if you boast over a decade of pertinent experience. Moreover, the resume format you choose is pivotal in showcasing your experience. Consider the:

• Reverse-chronological resume format to spotlight your career journey;
• Functional skill-based resume format if you're light on experience but want to emphasize skills;
• Hybrid resume format to provide recruiters a comprehensive view of both your experience and skills.

Here are some additional tips for your service desk analyst resume layout :

• Keep your headline straightforward: mention the job you're targeting, a notable certification abbreviation, or your professional specialty;
• Always customize your service desk analyst resume for the specific role, aligning job requirements with your experience in various resume sections;
• After finalizing your resume, save it as a PDF (unless instructed otherwise) to maintain its readability and layout consistency.

Upload your resume

Drop your resume here or choose a file . PDF & DOCX only. Max 2MB file size.

Consider incorporating design elements like icons or charts to enhance your resume's visual appeal and readability. But remember, the key is subtlety; don't let design overshadow content.

Key sections to include in your service desk analyst resume are:

• The header - with your contact details (like email and phone number), a link to your portfolio, and a headline.
• The summary (or objective) - highlighting the high points of your career so far.
• The experience section - limit yourself to six bullets per role to focus on specific results.
• The skills list - offering a balanced mix of your personal and professional talents.
• Education and certification - displaying your most relevant degrees and certificates for the service desk analyst role.

What recruiters want to see on your resume:

• Technical Proficiency: Demonstrable knowledge in IT services and systems, including software, hardware, and networks.
• Customer Service Skills: Excellent interpersonal skills to provide top-notch customer service, both over the phone and in person.
• Troubleshooting Abilities: Proven experience in diagnosing, troubleshooting, and resolving technical issues.
• Incident Management: Experience with ticketing systems and familiarity with SLAs (Service Level Agreements).
• Communication Skills: Ability to clearly explain technical issues to non-technical users.
• How to Use Resume Lines
• Resume in PDF or Word

Designing your service desk analyst resume experience to grab recruiters' attention

For the service desk analyst position, it's crucial to show how your expertise matches what they're looking for.

Your resume experience section can be a game-changer. Ensure you:

• Feature roles most relevant to the service desk analyst job you're targeting.
• Avoid diving too deep into ancient history - unless what you did a decade ago is super relevant to the service desk analyst role.
• Structure each bullet to first describe what you did, followed by the skills you utilized, and then the impact of your efforts.
• Quantify your achievements with numbers, possibly highlighting the broader impact on the organization.
• Emphasize transferable skills - those you've gained in past roles that could be valuable in your new role. This showcases your unique professional value.

Crafting the experience section doesn't mean detailing every job you've ever had. Check out the service desk analyst resume samples below to see how top professionals present their experience.

• Provided technical support to end-users, resolving over 200 hardware and software issues per month.
• Collaborated with cross-functional teams to implement a knowledge base system, resulting in a 30% reduction in support ticket resolution time.
• Conducted training sessions for new hires on IT processes and best practices.
• Managed and maintained inventory of computer equipment, ensuring accurate asset tracking and timely replacements.
• Delivered exceptional customer service, achieving a satisfaction rating of 95% from end-users.
• Supported and administered Active Directory accounts, managing user access and permissions.
• Performed troubleshooting and diagnosis of network connectivity issues, reducing downtime by 20%.
• Collaborated with vendors to procure and deploy hardware and software upgrades, enhancing system performance.
• Assisted in the implementation of an Incident Management System, streamlining ticket handling processes.
• Provided first-level technical assistance to end-users, achieving a 85% average first-call resolution rate.
• Created and updated documentation for standard operating procedures, enabling efficient knowledge sharing.
• Contributed to the development of self-help resources, reducing reliance on external support by 25%.
• Responded to service requests and incident tickets, maintaining a high level of customer satisfaction.
• Performed hardware and software installations, ensuring compatibility and adherence to company standards.
• Assisted in the setup and configuration of virtual desktop infrastructure, supporting remote work capabilities.
• Collaborated with team members on IT projects, such as system upgrades and migrations.
• Provided end-user support via phone, email, and in-person, troubleshooting technical issues effectively.
• Administered user accounts and permissions in Active Directory and various business applications.
• Managed and resolved incidents within defined service level agreements (SLAs).
• Assisted in the development and implementation of an automated ticketing system, improving efficiency by 15%.
• Coordinated with cross-functional teams to ensure timely resolution of critical incidents, minimizing business impact.
• Developed and updated knowledge base articles to enable self-service for common IT issues.
• Participated in the rollout of a new IT service management (ITSM) tool, improving incident tracking and reporting.
• Conducted root cause analysis for major incidents, identifying and implementing preventive measures.
• Provided remote support to a geographically dispersed user base, ensuring seamless access to IT services.
• Collaborated with second and third-level technical teams to resolve complex issues within prescribed SLAs.
• Assisted in the migration of email services to a cloud-based platform, improving reliability and scalability.
• Implemented proactive monitoring solutions to identify and address potential system vulnerabilities.
• Performed data analysis on support ticket trends, identifying areas for process improvement.
• Led a team of service desk analysts, providing guidance and support for incident management.
• Developed and conducted training programs for end-users, promoting self-help and reducing support dependency.
• Contributed to the development of a service catalog, enhancing service request fulfillment efficiency.
• Managed service desk operations, ensuring adherence to service level agreements and key performance indicators.
• Implemented ITIL best practices, resulting in improved incident response and resolution times.
• Coordinated with vendors and suppliers to ensure timely delivery of IT equipment and software licenses.
• Participated in the evaluation and selection of a new ITSM tool, leading to enhanced service management capabilities.
• Provided on-site support during system upgrades, minimizing user disruptions and ensuring smooth transitions.
• Managed a team of service desk analysts, conducting performance evaluations and fostering professional growth.
• Implemented a centralized asset management system, improving inventory tracking accuracy by 20%.
• Developed and implemented IT policies and procedures, ensuring compliance with industry regulations.

Quantifying impact on your resume

• Include the number of end-users you supported on a daily or monthly basis to underline the volume of work you can handle.
• List the percentage reduction in service tickets or issues following your input, demonstrating problem-solving skills and effectiveness.
• Mention the number of IT projects you've participated in or led, showing your project management and teamwork abilities.
• Note the average wait time for users before and after your involvement, suggesting your ability to improve efficiency and customer satisfaction.
• Enumerate any quantitative achievements related to system uptime or reliability, displaying your contribution to business continuity.
• Specify the diversity in types of software, hardware, or systems you have experience with, proving your versatility and adaptability.
• Detail the size of the team(s) you've worked within, indicating your ability to collaborate in different team dynamics.
• Report any key performance indicators (KPIs) that you have consistently met or exceeded, showcasing your commitment to achieving objectives.

Strategies for candidates with limited or no experience

Even if you're light on experience, other facets of your service desk analyst resume can resonate with job requirements:

• Education: Detail skills acquired that dovetail with job expectations.
• Internships & Temporary Roles: Spotlight roles that underscore your relevant expertise.
• Skills: Address both foundational and nuanced job qualifications.
• Strengths & Achievements: Illuminate the distinct value you bring, even if you're newer to the industry.
• Resume Without Work Experience
• Resume Job Description

When detailing your career journey, there's no need to delve deep into early roles. Prioritize what resonates with recruiters. For senior positions, a decade-long retrospective can effectively illustrate your evolution.

Recruiters hiring for service desk analyst roles are always keen on hiring candidates with relevant technical and people talents.

Hard skills or technical ones are quite beneficial for the industry - as they refer to your competency with particular software and technologies.

Meanwhile, your soft (or people) skills are quite crucial to yours and the company's professional growth as they detail how you'd cooperate and interact in your potential environment.

Here's how to describe your hard and soft skill set in your service desk analyst resume:

• Consider what the key job requirements are and list those towards the top of your skills section.
• Think of individual, specific skills that help you stand out amongst competitors, and detail how they've helped you succeed in the past.
• Look to the future of the industry and list all software/ technologies which are forward-facing.
• Create a separate, technical skills section to supplement your experience and further align with the service desk analyst job advert.

Find the perfect balance between your resume hard and soft skills with our two lists.

Top skills for your service desk analyst resume

ITIL Knowledge

Issue Tracking Systems (like JIRA)

Knowledge of Operating Systems (Windows, MacOS, Linux)

Troubleshooting Hardware/Software Issues

Understanding of Network Technologies (LAN, WAN, VPN)

Familiarity with Cloud Platforms (AWS, Azure, Google Cloud)

Ticketing System Experience (like ServiceNow)

Remote Desktop Tools

Basic Programming Knowledge

Cybersecurity Principles

Problem Solving

Communication Skills

Customer Service Orientation

Time Management

Adaptability

Attention to Detail

Teamwork and Collaboration

Critical Thinking

Multitasking

Consider dedicating a separate skills section on your service desk analyst resume to showcase your technical proficiencies, especially if you want to highlight specific software expertise.

Your education and certification sections can be game-changers on your service desk analyst resume, showcasing your commitment to professional growth.

For the education section :

• Highlight advanced education, noting the institution and duration.
• If you're currently studying, mention your expected graduation date.
• Exclude degrees that don't align with the job's requirements.
• If relevant, delve into your academic journey, spotlighting significant achievements.

When listing degrees and certifications:

• Feature those directly relevant to the role.
• Highlight recent and significant knowledge or certifications at the top of your resume.
• Provide essential details like the issuing institution and dates for credibility.
• Avoid listing irrelevant degrees or certifications, such as your high school diploma or unrelated specializations.

Remember, even if you're tempted to omit your education or certifications, they can offer a competitive edge, signaling a long-term commitment to the industry.

Best certifications to list on your resume

• CompTIA A+ - CompTIA
• MCSA: Windows 10 - Microsoft
• CCNA Routing and Switching - Cisco
• ITIL Foundation - ITIL
• AWS Certified SysOps Administrator - Amazon Web Services

If you're in the process of obtaining your certificate or degree, list the expected date you're supposed to graduate or be certified.

• Expected Graduation Date Resume
• Activities Resume for College

The top third of your service desk analyst resume is crucial. It's often the first thing recruiters see and can set the tone for the rest of your application.

Whether you choose a resume summary or a resume objective , make it count. The former is great for showcasing career highlights, while the latter balances your achievements with your future aspirations.

Both should be tailored to the role, as there's no universal approach to crafting the perfect service desk analyst summary or objective. Use the examples below as a starting point.

Resume summary and objective examples for a service desk analyst resume

• With an impressive 10-year career in IT support, this professional comes equipped with a firm grasp of troubleshooting frameworks and exceptional interpersonal skills. Having collaborated on various high-stake projects at IBM, they played a pivotal role in achieving a 98% customer satisfaction rate in their previous position.
• A seasoned software engineer from Google, transitioning into service desk analysis after discovering a passion for providing technical assistance. Wields an extensive knowledge of programming languages and has consistently been praised for their ability to swiftly resolve complex system issues. Their crowning achievement includes reducing system down-time by 20%.
• An accomplished financial analyst from Amazon, now seeking to leverage their analytical prowess in the realm of service desk analysis. They possess a strong background in problem-solving and data interpretation, having led a team that significantly improved operational efficiency by 30%, using data-driven strategies in their former role.
• Holding 7 years of experience in telecommunications, this applicant is no stranger to handling intricate technical inquiries and complex problem resolution. During their tenure at Verizon, they were instrumental in enhancing the efficiency of customer-facing applications while achieving a commendable reduction in backend errors.
• Certified in ITIL practices and armed with a Computer Science degree, this recent graduate is eager to embark on a Service Desk Analyst career path. Aiming to apply exceptional problem-solving skills and a deep understanding of technology to efficiently resolve user issues and contribute to company growth.
• Aspiring to initiate a career as a Service Desk Analyst, this individual brings forth a robust academic foundation in Information Technology. They are eager to employ their advanced knowledge of networking principles and hardware diagnosis, as well as their outstanding communication skills, to aid in the facilitation of smooth operations within a dynamic tech environment.

Recruiters love candidates who offer more. Share your personality or extra industry credentials. Consider adding:

• Projects showcasing standout work.
• Top awards or recognitions.
• Relevant publications .
• Hobbies and interests that reveal more about you.
• Your resume's layout should be both visually appealing and content-rich.
• Emphasize achievements that resonate with the job's requirements.
• Detail your skills, both technical and interpersonal, with real-world examples.
• Ensure the top section of your resume provides a clear snapshot of who you are and what you offer.
• When detailing experience, focus on tasks, actions, and their outcomes.

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5 Amazing service desk Resume Examples (Updated 2023) + Skills & Job Descriptions

Build your resume in 15 minutes, service desk: resume samples & writing guide, professional summary, employment history.

• Support IT operations and maintenance
• Follow established service desk protocols
• Document service desk processes and procedures
• Track and escalate unresolved issues
• Develop and maintain IT service catalogs
• Provide technical assistance to end users
• Maintain confidentiality of user data and information
• Manage and resolve IT service requests and incidents

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• Troubleshoot hardware and software issues
• Train users on new IT systems and services
• Develop and maintain knowledge base articles
• Manage and coordinate IT infrastructure projects
• Respond to user queries in a timely manner

Barry Taylor

• Create and maintain user accounts

Not in love with this template? Browse our full library of resume templates

Table of Content

• Introduction
• Resume Samples & Writing Guide
• Resume Example 1
• Resume Example 2
• Resume Example 3
• Resume Example 4
• Resume Example 5
• Jobs Description
• Jobs Skills
• Technical Skills
• Soft Skills
• How to Improve Your Resume
• How to Optimize Your Resume
• Cover Letter Example

service desk Job Descriptions; Explained

If you're applying for an service desk position, it's important to tailor your resume to the specific job requirements in order to differentiate yourself from other candidates. Including accurate and relevant information that directly aligns with the job description can greatly increase your chances of securing an interview with potential employers. When crafting your resume, be sure to use action verbs and a clear, concise format to highlight your relevant skills and experience. Remember, the job description is your first opportunity to make an impression on recruiters, so pay close attention to the details and make sure you're presenting yourself in the best possible light.

service desk (registrar)

• Maintains the academic record of all students and plans and implements the registration process for classes. 
• Works with other administrators to coordinate times and locations for class meetings and resolve scheduling conflicts. 
• Other responsibilities include keeping records of all college classes and curriculum prerequisites, 
• Assis in determining students’ graduation eligibility.
• Planning commencement activities and preparing information such as honors lists, transcripts and class rankings. 

service desk

• Providing product/services information and resolving any emerging problems that the customer accounts might face with accuracy and efficiency.
• Providing accurate, valid and complete information by using the right methods/tools.
• Following communication procedures, guidelines and policies.
• Handling customer complaints, provide appropriate solutions and alternatives within the time limits; following up to ensure resolution.
• Keeping records of customer interactions.
• Provide exemplary customer service to members and prospective members. Give tours and sign up new members, completing contract forms and updating member information using computers. 
• Run daily web join reports and document joins on spreadsheet. Run web joins to check for RFC’s before calling to welcome new members. 
• Enter inventory into system and stock cooler and shelves. 
• Assist members in selecting tanning products  and set up Black Card amenities for members. 
• Completed rounds as required, filling bottles, refilling paper products and taking out trash while visually ensuring cleanliness and safety of the club.
•  Cleaning equipment, windows, vacuuming and cleaning locker rooms as needed. 
• Following scripts as required and making every member feels valued by Planet Fitness. 
• Complete Western Union Money Transfers and Payouts, as well as Money Orders.
• Sell age restricted items to customers and check Identification.
• Complete returns and exchanges of unwanted/bad items.
• Complete Western Union transfers and payouts, as well as money orders.
• Accept all user problems via calls, voice mail and electronic form.
• Respond to escalation requests and notify management as required.
• Follow up to ensure user satisfaction in a highly client-focused environment.
• Function independently during the off-hours 7×24 coverage. 
•  Respond immediately and as needed, ensure that critical issues are handed off to the appropriate 2nd level resource for full resolution.

service desk (registrar) Job Skills

For an service desk (registrar) position, your job skills are a key factor in demonstrating your value to the company and showing recruiters that you're the ight fit for the role. It's important to be specific when highlighting your skills and ensure that they are directly aligned with the job requirements, as this can greatly improve your chances of being hired. By showcasing your relevant skills and experience, you can make a compelling case for why you're the best candidate for the job.

How to include technical skills in your resume:

Technical skills are a set of specialized abilities and knowledge required to perform a particular job effectively. Some examples of technical skills are data analysis, project management, software proficiency, and programming languages, to name a few. Add the technical skills that will get hired in your career field with our simple-to-use resume builder. Select your desired resume template, once you reach the skills section of the builder, manually write in the skill or simply click on "Add more skills". This will automatically generate the best skills for your career field, choose your skill level, and hit "Save & Next."

• Network Administration
• Data Backup
• Network Security
• Cloud Computing
• Operating Systems
• Troubleshooting
• System Administration
• Hardware Installation
• Help Desk Support
• System Monitoring
• Software Installation
• Technical Support
• Network Troubleshooting
• Active Directory
• Disaster Recovery
• Network Design
• Data Recovery
• Virtualization
• Cybersecurity
• System Architecture

How to include soft skills in your resume:

Soft skills are non-technical skills that relate to how you work and that can be used in any job. Including soft skills such as time management, creative thinking, teamwork, and conflict resolution demonstrate your problem-solving abilities and show that you navigate challenges and changes in the workplace efficiently. Add competitive soft skills to make your resume stand-out to recruiters! Simply select your preferred resume template in the skills section, enter the skills manually or use the "Add more skills" option. Our resume builder will generate the most relevant soft skills for your career path. Choose your proficiency level for each skill, and then click "Save & Next" to proceed to the next section.

• Communication
• Interpersonal
• Time Management
• Problem Solving
• Decision Making
• Critical Thinking
• Adaptability
• Organization
• Public Speaking
• Negotiation
• Conflict Resolution
• Attention to Detail
• Self-Motivation
• Stress Management
• Collaboration
• Strategic Thinking
• Emotional Intelligence
• Flexibility
• Reliability
• Professionalism
• Computer Literacy
• Data Analysis
• Project Management
• Customer Service
• Presentation
• Written Communication
• Social Media
• Quality Assurance
• Supervisory
• Risk Management
• Database Management
• Documentation
• Financial Management
• Visualization
• Business Acumen
• Process Improvement
• Relationship Management.

How to Improve Your service desk (registrar) Resume

Navigating resume pitfalls can mean the difference between landing an interview or not. Missing job descriptions or unexplained work history gaps can cause recruiters to hesitate. Let's not even talk about the impact of bad grammar, and forgetting your contact info could leave your potential employer hanging. Aim to be comprehensive, concise, and accurate.

Include your Contact Information and Job Descriptions

Missing job descriptions lessens your chances of getting hired..

• Employers want to know what you've accomplished, so make sure to include descriptions for all of your previous jobs.
• Keep job descriptions short but don't just list your jobs.
• Never copy-paste a job description to post on your resume. Get inspired and use tools to help you write customized descriptions.

How to Optimize Your service desk (registrar) Resume

Keep an eye out for these resume traps. Neglecting to detail your job roles or explain gaps in your career can lead to unnecessary doubts. Grammar blunders can reflect negatively on you, and without contact information, how can employers reach you? Be meticulous and complete.

Vic Anderson

• TracK and escalatE unresolved issuEs
• TroubleShoot hardwarE and softwarE issuEs
• ManagE and coordinatE IT infrastructurE projectS
• Develp and maintain IT service catalogs
• Trouble shoot hardware and softwear issues
• Creat and maintain user accounts
• Docuement service desk proceses and procedrues
• Supoort IT operations and maintence
• Monitior service desk performace and metrices

Correct Grammar and Address Gap Years in Your Resume

Don't leave unexplained gaps in your work history..

• When explaining gaps in your employment section, start by being honest.
• Elaborate on the gap and show that you never stopped learning.
• Explain and elaborate any gap in your work history by highlighting new skills.

service desk (registrar) Cover Letter Example

A cover letter can be a valuable addition to your job application when applying for an service desk (registrar) position. Cover letters provide a concise summary of your qualifications, skills, and experience, also it also gives you an opportunity to explain why you're the best fit for the job. Crafting a cover letter that showcases your relevant experience and enthusiasm for the Accounts Payable role can significantly improve your chances of securing an interview.

Intel Hiring Team

I am writing to express my interest in the Lead Service Desk role at Intel. As a Service Desk with 11 years of experience in Information Technology (IT), I am confident that I have the necessary skills and expertise to succeed in this position.

As someone who has faced challenges in various areas of my life and has overcome them, I am confident in my ability to adapt and thrive in any environment. I have developed a reputation for being a collaborative team player and an effective problem solver, which has been instrumental in my career's success. With my experience and passion for Information Technology (IT), I am excited to apply my skills to this role and contribute to your organization's growth and success.

I appreciate the opportunity to apply for the Lead Service Desk position. I am committed to making a positive impact on the world, so I am thrilled about the opportunity to join your team and work towards achieving our shared goals for the betterment of everyone.

Showcase your most significant accomplishments and qualifications with this cover letter. Personalize this cover letter in just few minutes with our user-friendly tool!

Related Resumes & Cover Letters

Contemporary

Professional

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Service Desk Support Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the service desk support 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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• Initiate and facilitate the following ITIL processes: Incident Management, Request Fulfillment, Access Management, Problem Management, and Knowledge Management
• Provide technical support involving desktop, laptop, hand held devices, network hardware or network services
• Provide escalated support for enterprise applications and network related issues
• Assist in the delivery of training programs in collaboration with Application and Network Technologies
• Demonstrates commitment to the development, implementation and effectiveness of Alere Quality Management System per ISO, FDA, and other regulatory agencies
• Basic knowledge of deployment, configuration and troubleshooting of workstation hardware and software
• Perform other duties and projects as assigned
• Answering incoming calls / chats/ web tickets and providing technical assistance following established procedures and guidelines
• Configure, deploy, and train on standard end user stand-alone and network connected systems to end user’s satisfaction
• Incident / Request logging and tracking following the Request Fulfillment, Incident and Problem Management processes as per ITIL standards
• Work with business partners to collect information pertaining to requests/incidents. Log call tickets accurately and completely using the ticketing system
• Provides first line application support including trouble shooting of issues and performing initial investigation
• Remains informed of job-related issues through networking, training programs, seminars and trade publications
• Familiar with ITIL processes and framework.ITIL v3 or 2011 certification a plus
• Working knowledge of VTC technology, telephonic technology, network technology
• Follows company policy and procedure to continually improve the quality of customer service and technical serviced provided by the Desk-side personnel
• Logs all work performed for end-users in call tracking systems
• Draw upon working knowledge of computers, printers, laptops, and common windows applications
• Performs analyzing, diagnosing, installation, and resolution of complex desktop computer, operating system, application software and hardware technologies and associated problems. Support Desktop and Laptop users and solve the more complex problems with Microsoft and other deployed software
• Perform basic first-level troubleshooting to identify causes and recommend remedies to users
• Provides support of 7/24 Global Support process by serving as tier 1 first point of contact and owner of problem/incident
• Strong ability to problem solving
• Good organizational skills; ability to juggle multiple concurrent requests
• Proficient in all Microsoft's currently supported Operating Systems
• 3) Great attitude and personality
• Excellent verbal and written communication skills
• Ability to create innovative solutions, add value to the team in terms driving new ideas and possess a forward thinking, strategic mentality
• Has ability to communicate effectively and tactfully with all levels of personnel
• Basic understanding of routers, switches, firewalls, and telecommunications specifically, VoIP phones
• Ability to display a positive customer centric attitude
• Ability to clearly translate technical issues in simple non-technical terms

15 Service Desk Support resume templates

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, service desk support agent resume examples & samples.

• Part of the Service Desk & Depot team in support of Ambulatory service lines across the United States working in a fast paced environment
• Diagnose and troubleshoot issues, provide technical guidance in activities associated with the identification, prioritization, and resolution of hardware, printer, network connectivity, Citrix, and clinical application issues reported via telephone
• Hardware warranty and support
• Partner with technicians and third party vendors to obtain results to complex technical issues – helps other deliver results within defined timelines
• Participate with leaders to determine focus areas for team's technical improvement
• Coaches/mentors less experienced agents

Service Desk Support Resume Examples & Samples

• Extensive experience with patch management, remote imaging, application deployment, inventory/asset management, anti-virus protection
• Able to drive detailed design planning, development and deployment of a standard desktop infrastructure including OS, application packages and the associated security requirements
• Must be able to pay close attention to details and understand written and oral instructions
• Bachelor’s degree - preferably in Computer Science or related field or equivalent experience

Service Desk Support Specialist Resume Examples & Samples

• Create, respond to, and update service requests, as required by the Service Desk
• Assist in creating written/verbal instruction guides for users, as well as updating the Knowledge Base
• Maintain expert knowledge of services and support provided by the Service Desk

Temp-service Desk Support Resume Examples & Samples

• Extensive experience with POS systems, Micros a plus
• Experience with Active Directory, WSUS and group policies objects
• POS experience required
• Familiarity with Information Technology Infrastructure Library (ITIL) Foundation, MS Office Suite, use of help desk/trouble ticketing software (prior use of Remedy preferred)
• Service Desk analysts are required to earn ITIL v3 Foundations Certification within 60-90 days of hire date
• ITIL Certification Preferred

Service Desk Support Analyst Resume Examples & Samples

• Provide front line technical support to the Bank by responding to incidents and requests reported by users through multiple channels; voice, email, IM, social media, etc
• Provide superior, high-touch service by engaging mature interpersonal, communication and telephone handling skills
• Provide highest levels of availability within the ACD system during scheduled working hours while applying performance behaviors aligned with guidelines and standards designed to enable agents to consistently deliver effective results and to ensure the highest level of productivity and user satisfaction
• Provide troubleshooting support for a wide variety of 3rd party applications, Microsoft Office 2010, PCs, Laptops, Peripherals, IP Phones, Network, Internet Browsers, Outlook 2010, Active Directory and Exchange, XP and Win7 operating systems, etc. and engage escalation support processes in a timely fashion using sound judgment and self-initiative
• Support the team; be highly collaborative. Seek and share knowledge among colleagues throughout the End User Services team. Leverage Level 2 and Level 3 teammates for troubleshooting and procedural support
• Strive to achieve resolution of all interactions on first call whenever possible while proactively and conscientiously balancing competing demands in a fast-paced environment
• Perform duties & responsibilities specific to department functions & activities including but not limited to: timesheets, special projects, meetings with staff and 1:1’s with supervisors
• Critical features of this job are described under the items above. They may be subject to change at any time due to reasonable accommodation or other reasons. This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time
• Must demonstrate mature interpersonal and communication skills and behaviors
• Experience successfully delivering technical support via telephone in a high-call volume environment is strongly desired
• Must have excellent organizational and multitasking skills, including the ability to meet deadlines, follow written procedures, while maintaining superior customer service at all times with all users
• Requires the disposition and ability to adapt to ongoing changes and the adoption of new technologies in a rapidly evolving IT environment
• Familiarity with service management frameworks strongly desired. ITIL Certification or similar, a plus
• Requires the ability to learn to effectively triage core banking applications and know when to escalate
• Requires the ability to attain a general knowledge of all bank operations
• Requires the ability to exercise a reasonable amount of independent judgment
• Must support the team, share knowledge, ask questions and act continually on behalf of service improvement
• Must possess problem solving and troubleshooting skills related to Windows XP, Windows 7 operating systems, Microsoft Office 2010 applications, Active Directory, Exchange, Peripherals, PC, Laptop, Network, and IP Phone systems
• Experience working with an enterprise-class incident/request ticketing system desired (Service-Now a plus)
• Knowledge of using Ghost imagining software a plus
• Attend weekly team meetings and scheduled group- and firm-wide meetings
• Work designated shift between 7:30AM PDT and 7:00PM PDT weekdays, designated weekend shifts (Saturday and/or Sunday), and on-call when assigned
• Perform other duties when assigned

Service Desk Support Manager Resume Examples & Samples

• 5+ years Service Desk operations and management experience
• Strong problem solving, organization and project management skills
• Experience in building/leading 24X7 global support operations
• Strong skills in process, documentation, and change management
• Expert knowledge with Microsoft, MAC, networking, and A/V equipment
• Experience with setting end user standards. (Laptops, mobile devices, peripherals, etc.)
• Experience leading teams who support a wide range of mobile devices
• Ability to take initiative and work independently, as well as part of a global team
• Willing to work after hours and weekends as required (on-call)

Manila Service Desk Support Agent Resume Examples & Samples

• Receive and initiate provision of service for end user reported incidents and service requests via phones, voice mail, and online channels
• Follow and apply defined effective incident and service request case documentation and management
• Ensure all case documentation is accurate, complete, and professional
• Resolve or escalate all reported incidents and service requests by utilizing available problem determination techniques, technical support knowledge documentation and service management procedural resources
• Educate end users on defined incident prevention and self-resolution opportunities
• Work with your peers in sharing discovered knowledge and known issues
• Assist in the advancement of support knowledge through knowledge feedback processes
• Verbal and written fluency in English and Mandarin
• Minimum of skill boarding 25 wpm. Basic Word processing, e-mail and Internet skills, along with other relevant system competencies
• Basic understanding of industry standard technology
• Good time management, organization, and priority skills
• Understanding concepts of quality control and assurance guidelines
• Proven ability to create and establish effective working relationships to impact and influence team members, peers, and management
• Ability to assimilate data from various sources
• Ability to display active listening and verbalize empathy
• Ability to recognize necessary action to take based on end user reported symptoms, related incident documentation and technical knowledge libraries
• Provide first contact and incident resolution to customers with hardware, software, and application problems
• Provide telephone, deskside, walk-in, and Tier 1 support
• Respond to electronically submitted requests
• Resolve as many incidents as possible during the first contact
• Efficiently escalate incidents as required
• Provide answers to frequently asked questions or solutions to problems as part of a customer self-help capability
• Associate’s degree in computer science or related field and/or 3 years of relevant experience
• 2 years of experience with Remedy ITSM Suite or similar trade tool
• 3+ years of experience in a Windows, Linux, or UNIX based infrastructure
• 3+ years of experience with IT Service Desk
• Excellent documentation skills and customer service
• Routing more advanced problems outside of established guidelines or scope to the appropriate support group
• Utilization of the Knowledge base,ensuring all documented solutions are applied, following the established documentation standards, and provide feedback for necessary updates to the database
• Acquiring and maintaining knowledge of relevant IT services/ application offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users
• Identifies problems and opportunities for improvement with components or processes used to deliver IT solutions
• Flexibility to adapt to schedules within same shift or to a different shift in case required
• Should possess or currently studying Bachelor's degree in Information Technology and/or Information Systems or other IT related discipline
• Functional knowledge Microsoft Office and Office 365 suite, including SharePoint, One Note and Visio
• 90% proficient on English (Written and oral)
• Demonstrated tolerance of ambiguity, self-motivation and flexibility to adapt to a changing environment
• Excellent listening and communication skills, customer service and interpersonal skills
• Fast learning and well developed analytical thinking and problem solving skills
• At least 2 years of experience working on a technical support environment
• At least 1 year of experience in working on a call center environment
• Proficient on Portuguese will be considered a plus
• Experience working with Avaya Call Center Solution
• Technical and /or functional knowledge of Lotus Notes
• Advanced technical knowledge in Office 365, One Drive, Active Directory
• In-depth knowledge on Apple /iOS devices
• Intermediate to advanced knowledge on Networking, Share Point and Remote connectivity, including VPN
• Excellent interpersonal, written and team collaboration skills
• Knowledge and /or certification on a Service Management framework such as ITIL

Clinical Service Desk Support Specialist Resume Examples & Samples

• In this position you will diagnose and troubleshoot issues, provide technical guidance in activities associated with the identification, prioritization, and resolution of clinical application issues reported via telephone. You will work closely with clinical application subject matter experts to resolve end user issues
• Provide exceptional customer service via service desk phone support with goal of first call resolution
• Diagnose and troubleshoot issues, provide technical guidance in activities associated with the identification, prioritization and resolution of clinical application issues via telephone
• Work closely with clinical subject matter experts to resolve end user issues

Line IT Service Desk Support Resume Examples & Samples

• Respond to 1st Line Service Desk tickets and phone calls efficiently and within agreed timelines to ensure prompt resolution for the user base
• Timely evaluation of tickets and phone calls and escalation to 2nd Line support where necessary
• Maintain a high quality customer facing IT services to ensure maximum availability to the company
• Set up new starter PC’s and other IT equipment as necessary before new starter commencement
• Building PC’s and other equipment as necessary
• Maintain Ultra Electronics printer fleet and raise calls with 3rd party support within agreed timelines after an issue is raised
• Complete user moves and changes as required within agreed timelines
• To register, maintain and audit IT Software & Hardware assets in agreed formats
• To register, manage and monitor IT consumables to ensure continuous smooth running of the business from an IT perspective
• Manage security of information as defined in the Security manual
• Experience of working within a Windows environment in a similar role
• MS Office support experience
• Windows 7 & 8 Support
• Active Directory administration
• MS Exchange 2010 administration
• Knowledge of low-level network & server infrastructure
• Strong prioritisation and task management
• Ability to be able to obtain SC security clearance
• Approachability - Easy to approach and talk to; spends the extra effort to put others at ease; can be warm, pleasant and gracious
• Customer Focus - Dedicated to meeting the expectations and requirements of internal and external customers
• Functional / Technical Skills - Has the functional and technical knowledge and skills to do the job at a high level of accomplishment
• Learning on the Fly - Learns quickly when facing new problems
• Peer Relationships - Can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups
• Problem Solving - Uses rigorous logic and methods to solve difficult problems with effective solutions
• Time Management - Uses his / her time effectively and efficiently

Service Desk Support Level / Tier Resume Examples & Samples

• Providing service desk support to client service desks and business users
• Handle inbound level II & III technical inquiries effectively and efficiently through the use of proactive customer service and call control techniques and proven technical troubleshooting procedures via email, phone, or other methods; for clients that do not work on site
• Delivering technical support to a very high standard including documentation and handover workshops to users
• Commitment to learning new technologies, and keeping abreast with mission critical Microsoft and associated technologies
• Working to a SLA, aiming to resolve incidents to a high standard in a timely and professional manner
• Providing excellent communication, updates and incident management on reported issues and requests
• Drive the technical execution and provide automation improvements to maintain customer and partner satisfaction during the Deployment phase
• Developing exceptionally strong and transparent working relationships with internal teams to deliver expected customer and business results
• Troubleshooting skills in connectivity and migrations
• Cloud competency understanding of services and the complexity of the issues that arise in migrations and deployment to the cloud
• Administration of Microsoft Office 365 application, including creation, deletion and modification of users, calendars, and contacts
• 5-8 years of hands-on experience working on an IT help desk
• Microsoft Certified Solutions Associate: O365 certification highly desired but not required
• Strong background and certifications in enabling Microsoft Products and Technologies – to enable broad understanding of issues in a corporate environment
• Proven capabilities in leading the support team during a o365 during a migration and move to steady state for a large corporate client
• Proven experience driving business impact based on a deep understanding of customer and partner needs
• Service oriented mentality with a high sense of ownership of the problems and requests assigned
• Focused on managing and resolving issues in alignment with the SLAs
• An intelligent, analytical and pragmatic approach to problem solving
• Establishing and maintaining communication with client contacts to keep them updated
• Proactively escalating any issues that cannot be resolved within the established timeframes or expectations
• Excellent relationship building skills with clients and colleagues
• First class written and verbal communication skills
• The enthusiasm and ability to motivate and inspire others, and be an excellent team player
• Must have an aptitude and desire to learn new skills and acquire knowledge
• Flexibility and adaptability to changing business and project needs

Global Service Desk-support Analyst Resume Examples & Samples

• Assessment and resolution of interruptions or reductions of IT services
• Attendance at various meetings as needed
• Communication within different levels of a business
• Minimum of 2 years work experience in technical customer support area, preferably in a corporate environment
• Ability to do shift and weekend work
• Ability to make clear decisions and deal with stressful situations

Tech Service Desk Support Lead Resume Examples & Samples

• Primary escalation point for the frontline support team via chat, onsite, or ticketing system
• In collaboration with team members and IT leadership, implement great support processes, procedures, and documentation
• Deploy automated, self service capabilities with tools like Casper, CrashPlan and Jira
• Identify opportunities for business enablement through smart use of technology
• Order, receive, track, and issue hardware, software, and peripherals
• Develop and implement guidelines for the deployment and management of systems and software
• Mentor junior team members
• Manage, support, and provision business application in a cloud-based environment
• Write clear, concise documentation for team members in wiki tools (Confluence, Phabricator)
• Evaluate and recommend new software platforms and services
• Bachelor of Science in Computers or Business related field, or equivalent work experience
• A minimum of 3-5 years of Desktop Support and Engineering experience
• Extensive experience with Mac OS X system administration and applications: OS configuration, troubleshooting, and knowledge of applications including MS Office, iWork, Parallels, VMware Fusion, Apple Remote Desktop
• Strong knowledge of Windows PC troubleshooting and application support, including MS Office, Outlook, Google App Sync, Box Sync
• Experience with Google Apps for Business, including comprehensive knowledge of Mail, Calendar, Drive, Docs, and Groups (including Google Admin)
• Working knowledge of VoIP (Cisco, Shoretel, Dialpad) and V/C systems (Zoom, WebEx)
• Comfortable with managing and manipulating directory systems (AD, LDAP)
• Experience in supporting global users, applications, and endpoints with automated tools
• Experience supporting a 24x7 user population in a global company
• Experience supporting TCP/IP networks, LAN/WAN design and administration, wireless networking
• Experience in communication and collaboration technologies

Service Desk / Support Center Resume Examples & Samples

• Phone support taking around 50-100 calls per day
• Troubleshooting connectivity issues
• Active directory- password resets, managing user groups, etc
• Customer service skills, and ability to build strong relationships with end users
• Software support is a plus*

Healthcare It-clinical Service Desk Support Specialist Resume Examples & Samples

• Responsible for partnering with technician to obtain results to complex technical issues
• Delivers a high quality customer focused service through maintaining availability of services to IT customers. Provides complex technical support, planning and coordination for End User touch points of the distributed computer environment, including desktop, software and hardware installation, support and distribution, and remote access technologies
• Performs analysis, design, and implementation of desktop solutions to fulfill business unit requirements
• Develops a customer driven culture through daily client interface
• Genius Apple Mac OSx Systems experience
• Fluent in the Spanish language
• Microsoft certified professional
• Assist callers on problems or questions they may have with any or all of the following
• Personal Computer (PC) hardware/software
• Locomotive Technology/Software
• Hosted & Distributed computer applications
• Password Security
• Basic Web technology, applications and related support
• Mobile Device system operation and support
• Bachelor Degree in Computer Science, Computer Engineering, MIS or related field
• Demonstrate a positive & professional demeanor with team and customers
• Problem-solving abilities
• Basic troubleshooting capability
• Good written communication skills
• Professional demeanor
• Background indicates stability
• Display teamwork and collegiality
• Display Positive work ethic
• Successful candidate must take (or have taken) and successfully pass the Berger Aptitude for Programming Test (BAPT)
• Candidates must take and qualify on an online IT assessment in order to receive further consideration for the position. Click here to view sample items for the IT Assessment. Within one hour after successful submission of your application, please watch for an email with an invitation and instructions to take the assessment
• Provide support to all employees and any third party consultants
• Manage tickets in the current service desk system and ensure timely resolution of issues or escalation to proper group for additional support
• Research, resolve and respond to incoming questions in a timely manner specified within the service level agreement
• Escalate and Dispatch problems to support personnel when appropriate via documented escalation procedures
• Assist in the development of documentation, including appropriate policies and procedures for training and support programs
• Assist in the assessment, determination and documentation of customer requirements for services provided by Information Technology Support Services
• Provide remote telephone support
• Abide by all GIS Policies and Procedures pertaining to security of data, the network and its applications, proper account access and management, and general Standard Operating Procedures
• Undertake any other duties reasonably requested to meet business needs
• Works on diverse range of support issues requiring ability to independently identify, evaluate and resolve problems
• Works under direction to produce solutions in support of customer service level agreements
• Works proactively and uses own initiative to ensure business needs are met effectively
• Ensures all solutions adhere to applicable change control requirements
• Good time management skills, with proven ability to prioritise and organise a demanding workload, adapting to fit the changing needs of the business
• Self-motivated, team oriented approach, able to work well with direction and independently
• Strong problem-solving skills, with the ability to combine technical knowledge and customer support skills to successfully and repeatedly instruct people on the steps to take to solve computer problems
• Excellent interpersonal and communication skills (both written and verbal), able to relate with users, service providers, and management
• Carries out duties in compliance with established business policies

Service Desk Support Representative Resume Examples & Samples

• Training Management/Information System experience
• Military Aircrew or other Military Ops experience
• Exceptional customer interaction skills
• Must possess a Secret level security clearance
• Help Desk or Service Desk experience
• Zendesk Software Experience
• TIMS/GTIMS Experience
• Excellent phone manner and communication skills
• Ability to provide email support with MS Exchange, Outlook
• Ability to perform remote software installations
• Analytical skills to diagnose and resolve Operational, software and basic hardware problems
• Strong organisational skills to schedule and complete assigned tasks

Service Desk Support Lead Resume Examples & Samples

• 4+ years of IT experience
• Minimum of 2-3 years’ experience with escalations, process efficiency, and Tier 3
• Bachelor's Degree in Computer Science, or equivalent combination of education and experience
• Expert knowledge with Microsoft, MAC, Desktop/Laptops, networking, and A/V equipment
• Ability to multi-task, manage time and follow through with assignments
• A service-oriented attitude with the utmost discretion in handling sensitive/private technical issues and other matters
• Audio/Video knowledge
• Prior experience setting-up, installing, cabling, and maintaining executive home offices including all networking equipment (Apple, Cisco, VoIP)
• Ability to work in a fast-paced, highly technical environment
• Demonstrable strong Customer Service experience
• Ability to be on site and on call
• Experience supporting mobile devices
• Ability to communicate effectively with executive team as well as others in Tech Services
• Ability to take initiative and work independently, as well as part of a team

New Technology Manager, Service Desk Support Resume Examples & Samples

• Service Provider Management and Governance
• Service Desk Operational Metrics
• Retail/Restaurant Experience
• Provides information to our national and international partners, suppliers and customers before, during and after the repair or calibration stage, such as: schedule dates, information on delivery time, shipping information, service prices etc
• Performing logistics work like processing incoming repair and calibration work into ERP system (booking in units) and packing / shipping instruments back to the end users
• Schedules and guides outsourced calibrations or repairs to third parties or OEM’s to ensure quick TAT
• Calculates and watches repair and calibration price quotations
• Invoices the customer, after checking the bill, for carried out activities or contracts
• Deals with customer complaints and reclamation’s with respect to service activities
• Keeps the service management system up to date with customer and agreement information
• Takes care of job scheduling in own labs
• Alert on possible sales or service leads. Seeks and exploits commercial opportunities
• Tries to establish a long-term relationship with our suppliers and customers

Level Service Desk Support Resume Examples & Samples

• 5+ years experience
• Citrix Support
• Server & Network Support experience
• HP & Lenovo experience

Service Desk Support Role Resume Examples & Samples

• Adhere to established IT policies, procedures and standards and ensure conformance with information systems goals and procedures
• Provide management with information on problems that are severe in nature or that are exceeding target dates
• Working knowledge of Microsoft server, workstation and networking technologies
• Working knowledge of industry standards with regards to system and network administration
• School diploma / certificate and 3 years IT experience; or equivalent combination of education, training and experience

Service Desk Support Spec Resume Examples & Samples

• Pc & pc peripheral hardware
• Telephony hardware
• Application software
• Access management
• System software
• Internet networks
• Communicate verbally or written correspondence the status, progress, and resolution with the customer including end-user training and creation of tip sheets to assist users in proactive support, serving as a liaison between the customer and IS
• Manage the request and incident lifecycle, including closure and follow up with customer
• Minimum of 1-2 years of Technical customer support experience with proven leadership skills required, including the ability to work with users of all ability and knowledge levels
• Working knowledge of MS Office suite (Word, Excel, PowerPoint, Access, and Outlook) required
• Must demonstrate ability to work independently
• Must demonstrate ability to mentor employees
• Must have above average productivity and quality history
• Requires flexible work hours to include leadership of staff on 1st, 2nd or 3rd shift and rotate on-call Support during weekends and holidays in support of a 24x7x365 work environment

Day Work Week-it Service Desk Support Agent Resume Examples & Samples

• Diagnose and troubleshoots end user desktop application issues and provides appropriate solution
• Provide support for PCs, laptops, printers, cell phones, and tablets etc
• Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and track incidents preferred
• Focus on providing exceptional customer service
• Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality

Service Desk Support Internship Resume Examples & Samples

• Clients support for technical and functional issues on Trading and datafeed services running on Millennium IT platform. Millennium IT platform supports MTA, MOT, SEDEX, ETF PLUS, TAH, Eurotlx markets
• Clients support for technical and functional issues on Trading and datafeed services running on SOLA Platform. SOLA Platform supports Borsa Italiana derivatives markets: IDEM, IDEX, AGREX and London Stock Exchange derivatives markets: LSEDM and IRD
• Clients support for the new LSE Group datafeed platform
• Support clients for MIFID II requirement implementation
• Support clients for EMIR TRANSACTION REPORTING
• Master Degree in Economics or Computer Science or Management Engineer
• Fluency in both spoken and written English
• Strong Team working attitude
• Flexibility to cover shifts
• This role is to assist in the backlog of support and response times affecting business critical functions
• Support and shortening of long lead times for new and existing employees on all hardware and software requests
• Escalate and send out site notifications to all Masonite locations
• Experience as a service desk support analyst for at least 5- 10 years
• Experience with MS Active Directory
• Minimum of a 2-year College or Technical School in the computer field
• Microsoft Windows Desktop and Server Certifications a plus
• Any customer satisfaction certifications or experience is a plus
• Track record in customer satisfaction
• Experience with supporting at least 1000 plus users in a Service Desk role
• Fully knowledgeable in all Microsoft suite of business applications
• Ability to modify and repair all types of HP desktops and laptops
• Able to stay calm under stressful times when system outages and critical failures occur, and still be professional and customer supportive
• Able to switch shifts when needed
• Able to take and support after hours calls when assigned
• Experience with Motorola and Zebra preferred

Contract Service Desk Support Resume Examples & Samples

• 2+ years’ experience in a 1st/2nd line customer-facing support role within an IT organization
• Excellent verbal and written communication skills with both users and next-level IT support
• Excellent ability to manage time and tasks
• Knowledge and experience of supporting at least two of the following operating systems as well as troubleshooting from the GUI and basic command line/terminal usage
• Windows 7/8.1/10
• Linux (CentOS and/or Ubuntu)
• Efficient research and critical thinking skills
• Advanced knowledge of PC, laptop, and peripheral hardware
• Office 365 administration knowledge
• ITIL awareness or Foundation certification
• Relevant IT/CS degree or qualifications and training
• Experience supporting users in an engineering environment (including relevant tools and technologies, such as EDA tools, filers, LSF, etc.)
• Partner and customer focus – Your tendency to put your partners and customers first in all that you do by understanding their needs and striving to achieve win-win solutions
• Creativity and innovation – Possessing a passion for driving continuous improvement through spotting opportunities and seeking the views of others
• Deliver on your promises – You demonstrate a can-do attitude and you drive to overcome obstacles, acting with a sense of urgency because you’re passionate about what you do

Service Desk Support Specialist nd Shift Resume Examples & Samples

• Identify and analyze problems to determine resolution, providing hardware, software, network, facility and security resolutions to the customer, coordinating third level support when necessary
• Process Information Security access Requests
• Serve as a mentor to new support staff, conducting training of departmental processes, tasks, and tools as needed
• Maintain and develop required technical skills to keep abreast of the rapid developments in the IT marketplace and establish career opportunities within the company, and additional knowledge to perform the following functions
• Working knowledge of Windows Operating Systems required
• Strong PC/Hardware maintenance and repair skills required with Microsoft certifications preferred
• Working knowledge of Windows Systems Management Server Console/Active Directory, Exchange, and other server hosted applications required
• Must have strong problem solving and analytical skills
• 24x7 operations (Candidates earlier worked in technical contact/call centers in a voice support process must)
• Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
• Basic Customer service skills
• Basic understanding of Computers and Trouble shooting skills required
• Skills in managing multi vendor environment and ability to work with various resolver groups in driving the speedy resolution

Service Desk Support Specialist Tue-sat Resume Examples & Samples

• Provide first and second level analysis and technical support for all customers of BCBST and subsidiary companies information systems including BCBST and subsidiary company Employees, Providers, Members, Group Administrators and Vendors
• Provide user support for all business lines and related application software, system software, pc hardware, telephony hardware, server hardware, internet network, storage network, WAN network, facility power & wiring, and security access management
• Server hardware
• Storage networks
• Facility power & wiring
• WAN networks
• Respond to, record and track all interactions, incidents and requests reported via telephone, electronic mail, web-generated inquiries or in-person, into the incident management system
• Creation and user permission setting for Exchange fax mailboxes as requested by management
• Provide administrative support for corporate teleconference bridge and web conference tool
• Exceptional written and verbal communication skills required
• Must be detail oriented with strong organizational skills and ability to consistently follow department and corporate policies and procedures
• Must be able to work in a highly stressful environment and be able to defuse agitated situations while remaining calm and professional
• Administers IT provided user resources
• Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and software within established standards and guidelines
• Follows all IT standard processes and procedures along with monitoring Cymers vendor license compliance
• Works with Helpdesk and Network Operations staff as appropriate to determine and resolve problems received from users
• Troubleshoots and fixes the hardware, software, and network computer problems that occur
• Ensures customer satisfaction by responding to Service Requests in a timely, accurate, and professional manner
• Follows up with customers with call or service request status when status changes (e.g. will be delayed)
• Logs all customer requests and updates calls utilizing the designated call handling and tracking system
• Initiates escalation as deemed appropriate to ensure management awareness of severe problems or calls that are exceeding documented target resolution times
• Provides Helpdesk hardware and software support as needed
• Provides general knowledge of all Customer standard products as defined per engagement
• Provides general knowledge of all non-standard but commonly used products
• Bachelor’s Degree in Computer Science, Business Administration or equivalent a plus
• Minimum of one (1) year experience in similar role working experience in a technical support/helpdesk, high profile customer service environment
• Minimum 1 year experience in a customer facing support role
• Experience in the use and support of Disk imaging, remote access and knowledge of phone system support is required
• Strong experience in the use of IT related software and hardware, printers, and using Helpdesk software
• IT related certifications desirable
• Ability to translate, statistically analyze data, and effectively report problems through written and/or graphical formats
• Ability to use MS Word, Excel, PowerPoint, and electronic e-mail systems
• Self-motivated team player with excellent interpersonal and communications skills
• Able to effectively interface with customers, vendors, and Network Services
• Experience with Microsoft Office Suite and Microsoft Windows 7, 10
• While performing the duties of this job, the employee routinely is required to sit; walk; talk; hear; use hands to keyboard, finger, handle, and feel; stoop, kneel, crouch, twist, reach, and stretch
• The employee may occasionally lift and/or move up to 50 pounds
• May require travel dependent on business needs
• The environment generally is moderate in temperature and noise level
• Must be able to read and interpret data, information, and documents
• Can observe and respond to people and situations and interact with others encountered in the course of work
• Achieve team SLA obligations
• Achieve satisfactory levels in customer questionnaires and surveys
• Personal development
• Comply with CCH Internal policies and procedures
• Develop and maintain rapport with end users by displaying a detailed understanding of their IT environment and business issues
• Provide single point of contact for end users support using all contact mediums
• Establish and maintain high levels of incident ownership through incident lifecycle to a satisfactory conclusion
• Establish a quality working relationship with our end users
• Develop and maintain communication skills appropriate to the environment
• Analyze the nature of queries and customer problems and provide suitable solutions within satisfactory timescales
• Deliver technical customer support over the phone in a call center environment; identify, troubleshoot and resolve a wide range of technical computer-related problems; make the distinction between Level One and Level Two end-user problems; identify, evaluate and solve end-user workstation problems; support and train end-users in a wide range of software applications as needed; read, understand and apply complex technical information; master new computer technology; maintain cooperative working relationships; demonstrate sensitivity to, and respect for, a diverse population
• Minimum of 1 years of relevant technical experience
• Experience with Microsoft Windows, 7, 8, Active Directory and Microsoft’s Office suites
• Administrative experience with Microsoft Exchange 2010
• Experience with network switches and wiring
• Knowledge of LAN/WAN technologies and protocols
• Associates degree in Computer Information Systems or equivalent experience
• Microsoft Certified System Engineer (MSCE) a plus
• Ability to relate to all levels of management
• Ability to work under pressure, stress tolerance
• Diagnose, determine solutions, and help callers restore system operations. Install pre-approved software remotely for Bank Employees
• Take calls from GBCI employees who are experiencing system problems. Provide timely resolution of assigned incidents and requests. Escalate incidents through Incident Management Team
• Must comply with all company policies and procedures and all applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Must complete the assigned online training courses and achieve a passing score by due date
• Minimum of 3 years of customer service experience is required
• Previous experience in an IT Related field preferred
• Previous experience using call tracking management software to track and manage calls desired
• Associates Degree in an IT related field desired
• HDI Desktop Support certification or ability to receive within 3 months of start date
• Demonstrated technical competence with PC software such as Windows OS and/or Microsoft Office Suites, Citrix End-user environment, or equivalent industry standard
• Ability to comprehend and retain technical information
• Proven problem solving and analytical abilities required
• Provide excellent customer service by ensuring that support services are delivered to meet business partner needs and expectations
• Adhere to and promote Service Desk policies and procedures
• Resolve tickets as capable and where resolution is not possible assign ticket to the appropriate team
• Perform ticketing system queue management
• Perform desktop and laptop system setup for on-boards and refreshes
• Perform data transfer and inventory management tasks for off-boards
• Perform moves, adds and changes
• Maintain accurate asset records
• Notify users as requested by the resolving area and close call tickets when resolution is confirmed with IT support team
• Provides support for meetings (audio/video)
• Maintain knowledge of Support procedures, business area processes, desktop applications and tools through established knowledge management tools
• Able to remain cool and controlled in a crisis and when under pressure, especially when dealing with frustrated business partners
• Able to use own initiative to improve the quality of the service provided and the working environment for the team
• Able to assess and document the information given accurately and completely, interpreting user /IT terminology as required
• Provides common structured communication to business partners, management and other IT team members as related to incident management
• Work with project teams to ensure the smooth transition and rollout of new services and products to our business partners
• Perform asset management tasks to ensure accurate inventory

IT / Service Desk Support Resume Examples & Samples

• Troubleshoot end-user computer problems and provide technical support over the phone and in person
• Establish positive working relationships with office personnel and cultivate an environment of exceptional customer service. Additional duties
• Document ALL user issues, symptoms and relevant information related to troubleshooting effort and resolution of issue in incident tracking system. Conduct research as appropriate and provide accurate and timely solutions
• Effectively document and escalate any incidents for which resolution is not possible and follow-up with Level 3 technology services staff to ensure timely resolution on behalf of end-user
• Maintain computer asset inventory
• Prepare hardware for deployment to end-users by imaging the PC, configuring the device and installing additional software as necessary
• Acquire and maintain a highly competent knowledge of relevant products, current support policies and methods of support delivery
• Participate in the growth and development of a central knowledgebase by authoring reusable incident solutions and technical articles on a frequent basis
• Consistently adhere to all business and safety procedure guidelines
• Take direction from supervisor or site manager
• Answer, evaluate, prioritize and record all inbound telephone, voice mail, email, and in-person requests from firm and client users experiencing hardware, software, networking, and other computer-related technologies, utilizing Remote Proxy software and prioritizing issues as needed
• Represent the Technology Services Department in the best light possible through continuous improvement of active listening skills to understand and discern the fullest context of the needs of our customers
• Document user issues, symptoms, and relevant information related to troubleshooting effort and resolution of issue into incident tracking system
• Handle problem research and resolution for routine end-user issues; escalate more complex issues to Tier 3 for timely resolution
• Prepare hardware for deployment to end-users by imaging PC’s, configuring device, and installing additional software, maintaining image versioning
• Acquire and maintain a high level of knowledge of relevant products, current support policies, and methods of support delivery
• Participate in the growth and development of a central knowledge base by authorizing reusable incident solutions and technical articles on a frequent basis
• Participate in shift rotation and after-hours on-call responsibility
• Recommend or perform actions to correct problems based on hardware and application knowledge
• Research, document and provide competent, accurate solutions to user problems on a timely basis
• Document and escalate all incidents for which a timely resolution is not possible and follow-up with Level 3 TSD staff to ensure resolution on behalf of end-user
• Perform work on other projects and tasks in the project management system
• Take on other duties and responsibilities presented by a changing technology environment
• Previous IT/Service desk support experience
• Computer asset inventory
• Minimum of 3 months customer service related experience preferred
• Experience with legal industry a plus
• Able to effectively communicate both verbally and written
• Able to effectively work individually or in a team environment
• Handle multiple projects simultaneously
• While performing these duties, the employee is frequently required to sit; use hands to manipulate or handle small items like bolts, nuts and screws
• Occasionally required to walk; reach with hands and arms, and stoop, kneel, crouch or crawl
• Must occasionally lift and/or move up to 50lbs
• Ability to travel occasionally is necessary in this position
• Ability to periodically carry after-hours pager is necessary in this position
• Willingness and availability to work beyond scheduled hours
• Have an Associate’s degree in a relevant field or equivalent, or 1-3 years of relevant past experience; or equivalent combination of education and experience
• Strong customer service skills and a high customer service ethic. S/he will demonstrate sound problem-solving, prioritization, and listening skills, and will be able to communicate with both unskilled and highly skilled PC users
• Skilled at written and verbal communication, have the ability to effectively interact with all levels within the Firm
• Able to handle multiple, competing, and changing priorities
• Must exhibit proficiency with the following applications and devices: Microsoft Windows 7 and above, Microsoft Word, Excel and PowerPoint, and Outlook (including calendaring, contacts, PST files, rules wizard and delegate rights), Adobe, telecom devices, Citrix, VPN, Network printers, desktops and laptops
• Prefer experience and proficiency with legal applications and devices such as: iManage or other document management system; Litera, Legal Mac Pac or other legal macro package software; Interaction, Microsoft CRM or other shared contact system; and DocsCorp compareDocs or other document comparison software
• High school diploma or equivalent (GED) required
• You will be required to submit to pre-employment checks as a condition of employment, to the maximum extent permitted by applicable law. You will have to sign necessary consents to submit to the pre-employment checks

IT Service Desk Support Analyst Resume Examples & Samples

• Provision of a first and second line support facility for all users in terms of incidents, service requests, changes, developments, location maintenance and system administration
• Maintain performance and availability to agreed Service Levels
• Ensure the timely resolution of incidents and problems as prioritised in agreed Service Levels
• Co-ordinate workflow to ensure service delivery and deadlines are met in line with the contract and to ensure excellence in performance is met
• Ensure documentation is current and up to date
• Ensure users are kept informed of progress at key stages within their request
• Ensure that systems remain supportable, expandable, fit for purpose, and capable of delivering ongoing business value and benefit
• To formulate statistics from help desk system to provide management information on calls logged, closure of calls, 3rd party maintenance, Service Level Agreements (SLA’s), performance and downtime and any other category specified
• Plan, manage and maintain all IT assets to ensure the accuracy and consistency of the CMDB
• Provide assistance and technical knowledge to aid the implementation of projects
• Keep abreast of new developments, undertake relevant product training and certification in specialism and share the knowledge with other staff
• Customer service skills and call handling
• Knowledge and understanding of working to Service Level Agreements
• Knowledge of Windows desktop operating systems (XP/Win7)
• Knowledge of Microsoft Office products (Word/Excel/PowerPoint/Access etc.)
• Hold a full driving licence as travel to other locations will be required
• Has a working knowledge of ITIL
• Has a working knowledge of applications and products from a Policing environment
• Installation of software packages via a variety of tools eg. LANDesk / Active Directory, Active Directory Security and Distribution Groups, Organisation Units and Group Policy
• Knowledge of IT Infrastructure and PC Interface problemsPeople who applied for this job also applied for
• BST Hyde Park - Event Stewards

Gtims Service Desk Support Representative Resume Examples & Samples

• GTIMS or JPATS/TIMS experience
• Worked as either Military Aircrew or other Ops Experience in one of the Major Commands (MAJCOM): AMC, AETC, Client or similar Service e.g. Marines, Army, Navy
• Good Customer Interaction Skills
• Zendesk software
• Considerable experience in providing telephonic and remote support as well for systems, applications, and hardware for back office software systems, operating systems and desktop hardware
• Proven experience in assigning support tickets to second and third tier support teams or escalate as appropriate with provided documented actions within ticketing system
• Self-motivated, including taking ownership of open tickets and ensuring incidents are fully resolved or re-assigned to next level
• Prior experience in an enterprise level help desk environment, desired

IS Service Desk Support Third Shift Resume Examples & Samples

• Knows, understands, incorporates and demonstrates the mission, vision and values of Trinity Health in leadership behaviors, practices and decisions
• Addresses all customer contacts (e.g. phone, email, self-serve, voicemail and on-line access) promptly and efficiently within a specific timeframe in order to provide a defined level of service and availability to the customer. Provides initial support or escalates calls to appropriate system support teams
• Assists majority of customers in resolving their issue during first contact, may request assistance from Senior IS Service Desk Support. Resolves problems for various computer applications, resets passwords, activates print queues, resets printers/terminals and provides user education on all TIS supported systems and telecommunications
• Utilizes available resources as obtained through training to assist in troubleshooting issues in a call center environment. Documents issues in the call tracking system utilizing clear and concise problem descriptions
• Maintains a working knowledge of applicable Federal, State and local laws/regulations; the Trinity Health Integrity and Compliance Program and Code of Conduct; as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and professional behavior
• Minimum of one (1) year customer service experience or demonstrated ability is required
• At least two (2) years of experience providing basic support and understanding of IS systems, PC and/or Microsoft applications, mainframe, midrange, WAN, telecommunication and various clinical applications is preferred. An understanding of the interactions between system components is also desired
• Must be proficient in the use of computers in order to provide initial system telephone support service. Experience in utilizing a call-tracking tool is desired
• Mental activity consists of frequent detailed task performance, subjected to interruptions and changing work priorities
• Auditory and verbal activities necessitate the use of hearing and speech
• Visual activity requires ability to look at a computer screen for long periods of time
• Sensory activity involves fine motor skills and manual dexterity required for operation of keyboard, mouse, telephone and printers

IT Systems Service Desk Support Resume Examples & Samples

• Experience to independently research, plan, test, document, and resolve incidents and problems for web-based and client server application services
• Experience troubleshooting complex online systems and working with multiple team members to resolve identified issues
• Experience providing first-tier customer support for supported software, hardware and web applications
• Experience supporting Windows and Mac OS operating systems, wired and wireless networks
• Experience using various software programs (word processing, spreadsheets, email, calendars, project planning, and presentation software) to accomplish assignments
• Experience using issue tracking applications
• Experience establishing goals and identifying priorities when working with multiple product owners with competing demands, in a fast-paced environment
• Experience in customer service practices and application of customer service skills to exercise tact, diplomacy and professionalism to translate client needs and problems into effective solutions
• Experience facilitating and coordinating meetings, including scheduling, set up, take down, working with various department staff and tracking action items
• Demonstrated strong oral, written and interpersonal communication skills to effectively interact with all levels of faculty and staff on a system wide level to both technical and nontechnical audiences
• Writing, editing, and proofreading skills to produce correspondence and other written materials that reflect high standards and professionalism
• Bachelor's degree in Communications, Computer Science or equivalent combination of education and work experience
• Experience working in an Information Technology environment
• Experience working in a project focused environment, working on projects of various sizes, and delivering objects on time, within budget, and with a high degree of quality
• Skills to determine the effects of program modifications on highly integrated systems
• Skills to absorb complex technical and conceptual information, identify key issues and details, and present understandable alternatives to both technical and nontechnical individuals at all organizational levels and to a wide variety of audiences (including the highest levels of management)
• Experience maintaining confidentiality and exercising judgment and diplomacy in dealing with sensitive data
• Configure, deploy, and train on standard end user stand-alone and network connected systems to end user’s satisfaction
• Support the development, testing, and configuration of new end user technologies
• Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact
• Works with members of the business solutions and network infrastructure teams within IT on issues and projects as needed
• Provides accurate documentation of work performed using problem management and other work management systems and tools used within the IT division
• Provides after hours and on-call support as required
• Maintains and protects confidentiality with regard to all aspects of IT solutions and information
• Ability to travel to remote facilities for IT support needs

IS Service Desk Support Resume Examples & Samples

• Demonstrates an ability to understand the customer’s needs through developed listening and trouble shooting skills. Conveys information in a positive, effective and clear manner in individual and group conversations
• Understands and follows defined departmental policies, procedures and processes in a team environment
• May be responsible for and familiar with provisioning and user account maintenance. Interfaces with users and appropriate personnel providing log-in ID, access, connectivity and emergency removal to applications and systems
• Associate’s degree in Computer Science or Information Systems or vocational training and certification in computers or an equivalent combination of education and experience is preferred
• Basic knowledge of the call center environment and the importance of time management skills desired
• Well-developed typing/keyboard skills required (40 WPM)
• Working knowledge of active directory, e-directory or i -Manager
• Must be comfortable operating in collaborative, shared leadership environments
• Must possess a personal presence that is characterized by a sense of honesty, integrity and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals and values of Trinity Health
• Must be able to adapt to frequently changing work priorities
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop services
• Ensure network connectivity to the desktop, printers, copiers and scanners
• Respond to requests for technical assistance in person, via phone, electronically or remotely
• Demonstrates exceptional customer service and interacts effectively with users
• Knowledge of Windows technologies, support and process lifecycles in enterprise systems
• Basic Understanding of TCP/IP desktop configurations
• Deploy, configure, and troubleshoot standard and proprietary supported applications
• Records incident and status information in a timely / accurate fashion using the appropriate tools in order to communicate and update customers
• Support desktop maintenance, including inventory and software distribution, and security maintenance, including virus updates and patch management
• Provide technical support for meetings by responding to meeting requests and providing audio/visual support during meetings and conferences including audio recording, broadcasting, camera operation, bridge lines, projectors, etc
• Track and update the movement of all IT assets (laptops, desktops, printers, software licenses, etc.)
• Re-image desktops and laptops, as needed, and deploy new equipment to end users
• Work with cross-functional team members to assess and resolve end user Desktop issues
• Special Projects as assigned
• Bachelor's Degree in Computer Science, Information Engineering or other related area
• Minimum 2 years working in a Service Desk environment
• Ability to prioritize and performs a variety of concurrent tasks
• Strong customer service skills and attention to detail
• ITIL knowledge preferred

Related Job Titles

IT Service Desk Manager Resume Samples

An IT Service Desk Manager provides resources that are needed for the service desk team . The job description also includes creating and managing procedures for problem resolution and overseeing the IT service, desk team. A well-drafted IT Service Desk Manager Resume gives a list of the following core duties and tasks – developing a unified IT support service desk as a single point of contact for all technology users; creating and implementing process improvements to enhance team productivity; increasing customer satisfaction; and training new hires.

In order to be considered for this role, the following skills are needed – knowledge of various software packages, strong communication skills; knowledge of a wide range of BT products and services, the ability to manage a wide range of cross-functional activities; and basic knowledge of routing and switching. Job applicants must have a degree in computer science or IT.

• Resume Samples
• IT Service Desk Manager

IT Service Desk Manager Resume

Summary : Accomplished IT Service Desk Manager with proven ability to lead and motivate teams to maximize productivity. Significantly improved customer service and successfully implemented many changes.

Skills : IT Service ManagementBest Practices, Six Sigma Process Improvement, IT Governance.

Description :

• Interviewed, trained, coached, performance reviews, and discipline of employees.
• Managed work schedules to ensure 100% coverage during the 24/7 support schedule.
• Managed a team of 5 desktop support technicians and worked with Operations, Development and Network team.
• Developed a mature phone/ticket escalation process to ensure efficient customer service.
• Advised administration on process improvements, products, and services.
• Ensured the team was always up to date and complied with company policies.
• Managed multiple projects for server updates, network changes, desktop migrations, and deployments.

Sr. IT Service Desk Manager Resume

Summary : Responsible for Managing Service Desk Operations using ManageEngine and SysAid HelpDesk ticketing systems, adjusting priorities as needed, following progress and resolution of issues, and generating appropriate reporting for administration.

Skills : Microsoft Office, ServiceNow.

• Oversaw 100% of the requests, incidents, and problems reported by the organization.
• Managed and coordinated urgent and complicated support issues.
• Performed incident manager duties to resolve all P1-P2 reported by the organization.
• Performed Problem Management duties to restore systems to the pre-incident state including root cause analysis in line with ITIL based methodologies.
• Developed and mature phone/ticket escalation processes to ensure free-flowing escalation and information within the organization.
• Managed, trained, coached, and mentored Service Desk Specialists and Systems Administrators.
• Managed projects to stabilize IPsec data connections.

Jr. IT Service Desk Manager Resume

Objective : IT Professional with over 6 years of managerial experience and 12 years of operational and technical support experience seeking a position in IT that offers a challenging environment with room for advancement and development that will allow to utilize leadership and technical skills.

Skills : Windows Server 2012, Windows Server 2008, Active Directory,.

• Managed the Service Desk and supervise a team of 8 System Support Analysts between 2 locations.
• Created and implemented all SLAs and organizational level agreements (OLAs).
• Responsible for reporting all Service Desk metrics, including establishing KPIs.
• Responsible for all Incident Management activities, including managing the reporting, escalation, and resolution of incidents covering a 24x7 Service Desk.
• Responsible for some Problem Management activities, including root cause analysis.
• Implemented an ACD system for Service Desk to handle incidents live.
• Received incidents via voicemail and email only.

IT Service Desk Manager III Resume

Headline : Experienced with MS Office programs, Windows Server 2008, R2 Active Directory Administrative software and many proprietary software programs. Experience with system administration and troubleshooting.

Skills : Software, Hardware, IT Desk Manager.

• Provided training on ticketing system developed for Help Desk along with accurate troubleshooting steps for commonly reported issues.
• Transitioned multi-departmental Help Desk into IT Controlled Service Desk.
• Managed a team of Service Desk Specialists, provide training and coaching when needed, and assign weekly and monthly systems tasks.
• Created an outline of IT Service Desk department processes and procedures that are in the best interest of the company.
• Worked in conjunction with outside developers and vendors to resolve issues that affected multiple users/locations in a timely manner.
• Worked with outside developers and vendors to create/alter reports based on the business needs of the company as outlined by Executive team members.
• Responsible for database mapping for both large and small data conversions.

IT Service Desk Manager II Resume

Summary : Demonstrated achiever with exceptional knowledge of support services industry and proven leadership experience. Strong support in IT Service Management experience, including ITIL certifications. Skilled at learning new concepts quickly, working well under pressure, and communicating ideas clearly and effectively.

Skills : IT Analyst, IT Specialist, Desk Analyst.

• Deployed new application to various computers, Monitor branches to resolve timeout.
• Implemented a SharePoint system to monitor work progress and also to alert individual of project time lines.
• Managed the service desk organization to ensure team and individual performance levels consistently met or exceeded the needs of clients/users.
• Completed staff reviews and appraisals, and develop personal development plans.
• Oversaw all Service Desk activities and responded to escalated service desk incidents and requests.
• Monitored help tickets from end-users in order to ensure and improve quality of service.
• Responsible for developing and implementing technical service restorations and troubleshooting procedures for identifying, testing and diagnosing computer system and peripheral equipment faults.
• Ensured working practices and processes were standardized and repeatable to support Service Desk activities.

IT Service Desk Manager I Resume

Headline : Highly accomplished IT Manager with an extensive management experience, ITIL v2 training and ITIL v3 certification, strong people skills, and a strong focus on customer experience and innovative solutions.

Skills : IT Service Analyst, Help Desk Specialist.

• Managed, mentored, coached, scaled, and provided leadership to a team of 8 Service Desk Technicians who supported over 2,000 desktops and laptops on, Windows 7 and Windows 8.
• Managed the processing of incoming calls, tickets, and email to ensure timely and effective resolution of end-user issues.
• Planned, supported and achieved companywide Outlook migration to Office 365.
• Defined and developed a Service Catalog, Service Delivery, Service Portfolio, and also implemented a new ITSM Platform in the direction towards ITIL v2 and v3 as a best practice for service management.
• Developed and implemented Service Level Agreements (SLAs) to establish and define problem resolution expectations and timeframes.
• Implemented Change and Release Management processes.
• Created and maintained IT documentation and SOPs Established Key Performance Indicators (KPIs) to analyze Service Desk performance, activities.

IT Service Desk Manager/Executive Resume

Objective : Highly qualified IT Service Desk Manager with experience in the industry. Enjoy creative problem solving and getting exposure on multiple projects, and excel in the collaborative environment on which your company prides itself.

Skills : IT Analyst, IT Specialist, Desk Manager.

• Led Information System Division operations; recruited and supervised team members, established policies/ procedures, and administered department budget.
• Spearheaded technology planning and coordinated network/telephony system management, including upgrades and migrations.
• Performed detailed feasibility studies, designed systems, and defined requirements.
• Monitored and reported on key metrics to track cost-effectiveness; prepared written reports, presentations, and correspondence.
• Installed and configured Access Points, mounted physical servers in racks.
• Provided on-site and video-based client training.
• Managed migration of 40 workstations, completing a project two months ahead of schedule.
• Developed video CBTs to provide an easily accessible reference guide for employees.

IT Service Desk Manager/Coordinator Resume

Summary : Highly qualified IT Service Desk Manager with experience in the industry. Enjoy creative problem solving and getting exposure on multiple projects, and the collaborative environment on which your company prides itself.

Skills : IT Analyst, IT Executive, Desk Coordinator.

• Provided IT Strategic Plan that Aligns and Delivers an outcome that enables Business strategies and new Business capabilities.
• Able to identify needed changes, communicate the business case to implement these changes and take actionable steps to implement.
• Monitored and reviewed requests for change to assure they do not introduce any security and/or compliance risks to the enterprise and meet security requirements, guidelines and compliance requirements.
• Understood the benefits and potential of technology to create business transformation.
• Enabled technology solutions to achieve benefits for the organization.
• Configured, troubleshoot, maintained, upgraded and document all aspects of the Windows Server architecture.
• Responsible for Monitor Tickets and Following up with assigned Personnel to ensure timely resolution of issues are solved.

IT Service Desk Manager/Analyst Resume

Summary : IT Service Desk Manager and organizational skills that contribute to proactive solutions and customer satisfaction. Collaborative team player with strong leadership and relationship development skills. Recognized for managing time-sensitive projects while meeting metric targets.

Skills : Call Center Systems, Vendor Liaison, Account Management, Process Improvement, Product Support, Project Management.

• Managed 13 team members in three locations: Stevens Point, Marshfield, and Appleton.
• Managed all aspects of hiring, including interviewing, assessments and cultural fit, receiving recognition from management for best practices in onboarding and employee relations.
• Partnered with project managers to seamlessly transition the business to the national Ascension Service Desk, resulting in continuous operations with no service interruption.
• Implemented training plan for updated technology integration, facilitating scheduling and innovative learning methods to achieve employee survey top rankings in IT.
• Streamlined processes and provided coaching for staff to enhance troubleshooting and customer service skills, providing guidance to staff that resulting in exceeding metric goals.
• Served as subject matter expert for the design of ITIL best practices for Incident, Request and Service Catalog with ServiceNow, providing recommendations that improved change and asset management processes.
• Coached and mentored staff, developing targeted performance plans and development goals to expand opportunities for promotion.
• Provided IT service desk support in a health care enterprise environment.

Summary : Results-oriented IT management professional with 11+ years of IT experience in various System roles, including Service Desk management, Project Management, System Engineering & Service Desk support.

Skills : Certified Systems Engineer, Networking Technician, Cisco Certified, Network Associate.

• Trained & mentored team on product functionality & troubleshooting best practices, & assisted in troubleshooting all unresolved issues.
• Defined technology strategy & roadmap; researched & evaluated technologies & best practices; negotiated contracts with vendors & partners; & designed & implemented service desk software on corporate website, compiled systems & connectivity solutions to enable competitive growth.
• Selected Achievements & Solutions Led group to achieve 5 Successful project launches, steering several programs into production roll-out.
• Guided teams of 20 from various departments & worked jointly with management personnel to address issues Created team building activities that included focus group meetings, newsletters & project summaries, Increasing staff involvement in project development & implementation process.
• Conceptualized, designed & implemented Service Desk Site & knowledge base in SharePoint 2007, enabling clients with the ability to access product usage & troubleshooting best practices.
• Modified timeline for project planning period from 6 to 7 weeks to include Project Initiation Phase, Freeing up time to meet with the business team.
• Lead project to migrate 700+ global users from on-premises exchange to ms office 365.

Table of Contents

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Resume Worded   |  Career Strategy

• All CV Examples
• Administrative Resumes/CVs

3 Service Desk CV Examples - Here's What Works In 2024

Want a service desk job then you need a cv that shows you're the one for it. in the pages ahead, i’ll guide you with examples, templates and tips that work. we’ll cover what hiring managers like me look for. let’s make sure your cv tells the right story about you, your skills, and your passion for the service desk industry..

Standing firm as the first line of defense in any IT business, the service desk role is a coveted position. It's a variety act of user support, problem puzzles, and tech tasks. These daily duties need to shine brightly on your service desk CV or resume. And yes, let's scrap the confusion early on - a CV or resume, it's the same thing in this field, just a tag-swapping trend from different parts of the world. Most folks embark on their service desk journey fresh out of school. They start as novices, learning the ropes, and with hard work begin to climb the ladder. Experiences pave the way to higher roles, and then - the mastery of the trade. Managing teams and tough tech issues become the new normal. The job landscape for the service desk is shifting fast, with a strong demand for cloud service expertise and cybersecurity skills projected in 2024. Speaking of jargon, let's talk CVs and resumes. As you surf the web, you'll notice scrambled advice - CVs are long, resumes are short! Here's the simple truth: in the service desk world, they're like twins. In fact, you could say a CV is an overseas cousin to the American resume. Unless you're in an academic or research field, keep it crisp and concise - with a 1-2 page format that's the industry gold standard. We're going to sail you through the art of crafting a standout service desk CV. Up ahead, you'll find smart 2024 templates designed to catch a recruiter's eye. But that's not all! We'll also shine a light on the top skills to display and how to list them on your CV. Trust us, it's easier than you think. So, what are you waiting for? Let's dive in!

Service Desk CV Templates

Jump to a template:

• Service Desk Analyst
• IT Service Desk Analyst
• Service Desk Technician

Jump to a resource:

• Keywords for Service Desk CVs
• Action Verbs to Use
• Related Administrative CVs
• Similar Careers to a Service Desk
• Service Desk Resume Examples

Template 1 of 3: Service Desk Analyst CV Example

As a Service Desk Analyst, you're kind of like a superhero. When IT challenges arise, you're the one who swoops in to save the day. Many businesses are shifting to digital operations, making your role increasingly valuable. In fact, the trend is toward distributed service desks, where analysts provide remote support to multiple locations. When writing your CV, consider how you can convey your proficiency in troubleshooting, problem-solving, and delivering excellent customer service in a fast-paced, dynamic environment. In today's tech-driven world, it's becoming more common for Service Desk Analysts to work with AI tools. So, highlighting your ability to adapt to new technologies and collaborate with AI-powered systems can really set you apart. It's also essential to emphasize your communication skills, as you'll often be the point of contact between the IT department and the rest of the company.

Tips to help you write your Service Desk Analyst CV in 2024

   showcase your technical aptitude.

On your CV, list specific technologies you're proficient in, like certain software or hardware solutions. As a Service Desk Analyst, you should demonstrate your ability to troubleshoot these technologies and resolve issues.

   Prove your communication skills

As a Service Desk Analyst, you'll often serve as the bridge between IT and non-IT personnel. Show instances where you explained complex technical issues in layman’s terms or mention certifications in ITIL methodologies, which emphasize effective communication.

Skills you can include on your Service Desk Analyst CV

Template 2 of 3: it service desk analyst cv example.

As an IT Service Desk Analyst, you're the frontline support for users who experience technical issues. This job requires a unique mix of soft skills and technical knowledge - you need to solve problems under pressure while providing excellent customer service. Industry trends show that there's a growing demand for analysts who can work with cloud-based systems and cybersecurity issues, so recent experience in these areas is a big plus. When crafting your CV, remember that your goal is to show potential employers that you're both a tech wizard and a dependable team player, as IT services is a customer service centric job as much as a technical one.

Tips to help you write your IT Service Desk Analyst CV in 2024

   emphasize customer service skills.

In your CV, detail any professional experiences where you demonstrated customer service skills. As an IT Service Desk Analyst, you'll be interacting with users who may be frustrated or lack technical knowledge. Show employers that you can handle these situations with empathy and patience.

   Showcase your technical certifications

Since you'll be dealing with IT issues, showcase any relevant IT certifications you have. This might include CompTIA A+ or Microsoft certification. It will reassure potential employers that you have the technical skills required to solve their IT issues effectively.

Skills you can include on your IT Service Desk Analyst CV

Template 3 of 3: service desk technician cv example.

As a Service Desk Technician, your role is all about communication and problem-solving in the tech world. It's not just about fixing computers anymore. Lately, there's a trend of service desk techs becoming the bridge between non-IT staff and the complex world of IT, which means your CV needs to show you can explain tech stuff in simple terms. Your CV should also convey that you're up to date with the latest tech solutions because the industry is rapidly evolving, and employers want someone who can keep up.

Tips to help you write your Service Desk Technician CV in 2024

   showcase your itil knowledge.

ITIL (Information Technology Infrastructure Library) is the foundation for service desk operations in many organizations, so it's essential to mention your ITIL knowledge. Put it upfront, along with any certifications you hold. Make sure to also detail how you've applied ITIL principles in your past roles.

   Detail your communication skills in tech context

You'll be the go-between for the tech and non-tech staff, which means you need to effectively communicate complex ideas in simple language. In your CV, provide examples of how you've simplified tech jargon for non-IT staff or how you've translated user issues into technical terms.

Skills you can include on your Service Desk Technician CV

Skills for service desk resumes.

When crafting a Service Desk CV, it's vital to let your skills take center stage. As the first line of defense in IT issues, showing you're a problem-solver is key. Try lining your CV with verbatim skills from the job post. Think of it as a puzzle. Your mission: make your CV match the job ad, linking every skill required with an example from your past work. Consider adding phrases like, "Troubleshot complex hardware issues using [specific software]". This shows you've got the hard skills and the know-how to tackle common tasks. Regularly reviewing your CV to make sure it’s aligned with the job you’re applying for can land you the right side of the job gatekeeper, the Applicant Tracking System. Be as clear and simple as possible. Avoid fancy terms and buzzwords. Job seekers who speak plainly often find their CVs sailing smoothly past of the automatic filters. Basically, put your skills front and center and watch your Service Desk career take off.

• Windows Server
• Service Desk
• Technical Support
• Active Directory
• Software Installation
• Virtual Private Network (VPN)
• Information Technology
• Computer Hardware Troubleshooting
• IT Service Management
• Microsoft Exchange
• System Administration
• Remote Desktop
• Incident Management
• Computer Hardware
• Troubleshooting

Skills Word Cloud For Service Desk CVs

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

How to use these skills?

Action verbs for service desk resumes.

The core role of a service desk job is all about solving problems, managing tasks, and assisting customers. Reflect this in your CV by using action verbs that speak volumes. These zingy words can show details of your skill set in a clever yet simple way. Consider verbs like 'resolved' or 'managed.' For example, you might say 'Resolved 90% of tech issues within a three-minute window.' Maneuvering problems and reaching solutions is the heart of the job and your CV should echo that. Or you might use 'managed', as in 'Managed incoming calls while accurately logging tickets.' This shows ability to balance tasks, vital for service desk roles, in a way that's easy to understand. Get creative with these verbs; make your CV not just a list, but a story of what you can do.

• Streamlined
• Troubleshot
• Orchestrated
• Coordinated
• Prioritized
• Customized.

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

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

Other Administrative Resumes

Customer service.

Service Technician

• Customer Service CV Guide
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• Executive Assistant CV Guide
• Office Manager CV Guide
• Research Assistant CV Guide
• Customer Success CV Guide
• Back Office CV Guide
• Inventory Manager CV Guide
• Desktop Support CV Guide
• Loan Processor CV Guide
• Warehouse Manager CV Guide
• Fundraising CV Guide

Service Desk CV Guide

• Help Desk CV Guide
• Administrative Coordinator CV Guide
• Administration CV Guide
• Scheduling CV Guide
• Gig Economy CV Guide
• Project Administrator CV Guide
• Facilities CV Guide
• Revenue Cycle CV Guide
• Service Desk Analyst CV Example
• IT Service Desk Analyst CV Example
• Service Desk Technician CV Example
• Skills and Keywords to Add
• Related Administrative Resumes
• All Resume Examples
• Explore Alternative and Similar Careers
• Service Desk Cover Letter
• Service Desk Interview Guide

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