help desk experience resume

Build my resume

• Resume builder
• Build a better resume in minutes
• Resume examples
• 2,000+ examples that work in 2024
• Resume templates
• 184 free templates for all levels
• Cover letters
• Cover letter generator
• It's like magic, we promise
• Cover letter examples
• Free downloads in Word & Docs

5 Help Desk Resume Examples Built to Work in 2024 

Help Desk Resume

• Help Desk Resumes by Experience
• Help Desk Resumes by Role
• Write Your Help Desk Resume

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

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

If you’re ready to put your skills on paper and land that dream job, we’re here to lend a hand. Our expert-written help desk resume examples can help you with everything from picking the right job skills to making your experience pop. To top it all off, use our free cover letter builder for the complete application.

or download as PDF

Why this resume works

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

Entry Level Help Desk Resume

• The essence is to demonstrate that you’ve actually put textbook theories to work, which culminated in tangible outcomes in the real world. Maybe it’s a summer job as a cashier, where you mastered your customer service. If such is not an option, capitalize on the job-relevant seminars you attended, and the college projects you carried out.

Help Desk Analyst Resume

• You want to stay clear of terms like “aided” and “assisted” and instead bring out the big guns—words that convey leadership (think led, authored, negotiated), accomplishments (think overhauled and upgraded), and technical prowess (think analyzed, monitored, and executed).

IT Help Desk Resume

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

Help Desk Technician Resume

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

Related resume examples

• Customer Service
• Office Assistant

Adapt Your Help Desk Resume to Match Every Job Description

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

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

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

Need some help?

15 top help desk skills

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

Your help desk work experience bullet points

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

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

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

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

See what we mean?

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

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

• Implemented
• Optimized 
• Coordinated
• Collaborated 

3 Tips for Writing an Entry-Level Help Desk Resume

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

3 Tips for Writing a Help Desk Resume With Prior Experience

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

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

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

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

• Knowledge Base
• Free Resume Templates
• Resume Builder
• Resume Examples
• Free Resume Review

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.

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

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

Resume Review & Free Resume Templates

Send us your existing resume to get it reviewed by the resume professionals at Hiration.

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.)

Online Resume Builder for Your Resume

Here is a list of the resources that come with our Online Resume Builder :

• JD-resume matcher
• Intuitive text recommendations
• 100+ pre-filled resume templates
• 25+ resume designs
• Full rich-text editor
• 1-click design change
• A sharable link
• LIVE resume Score
• LIVE resume editor
• Option to save unlimited resumes

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.

Share this blog

Subscribe to Free Resume Writing Blog by Hiration

Get the latest posts delivered right to your inbox

Stay up to date! Get all the latest & greatest posts delivered straight to your inbox

Is Your Resume ATS Friendly To Get Shortlisted?

Upload your resume for a free expert review.

• Career Blog

Help Desk Resume: [Sample for Download] and Tips for 2024

A Help Desk Resume is a document that summarizes a candidate’s skills, knowledge, and experience in providing customer support in a technical capacity. The resume should highlight the candidate’s skills and experience in addressing customer issues, along with knowledge of hardware and software systems, technical troubleshooting, and communication skills.

Importance of Writing a Strong Help Desk Resume

In today’s competitive job market, a strong Help Desk Resume can help candidates stand out from the crowd. Employers are looking for technical support professionals who can provide excellent customer service, are able to solve complex problems, and can work collaboratively with team members. A well-written and well-organized Help Desk Resume can demonstrate these skills and increase a candidate’s chances of getting hired.

Understanding the Role of a Help Desk Professional

A Help Desk Professional is a professional who provides technical support and assistance to end-users or customers. The role involves providing timely and effective solutions to technical issues and queries raised by customers.

A. Definition

The Help Desk Professional is the frontline personnel responsible for ensuring that customers are provided with solutions to technical issues. They play a critical role in providing timely assistance and technical support to customers. They act as the liaison between the customers and other technical professionals in the organization.

B. Key Responsibilities

The key responsibilities of a Help Desk Professional include:

• Receiving and responding to customer queries and technical issues in a timely manner.
• Providing technical support and assistance to end-users or customers.
• Identifying and resolving technical issues or problems faced by customers.
• Documenting and tracking technical issues, queries and solutions.
• Following up with customers to ensure that their technical issues and queries have been resolved.
• Providing technical training and assistance to new users.

C. Necessary Skills

To excel as a Help Desk Professional, the following skills are necessary:

• Strong analytical and problem-solving skills.
• Excellent customer service skills and the ability to work well under pressure.
• Good communication skills, both verbal and written.
• Strong attention to detail and the ability to multitask.
• Proficiency with various operating systems, hardware, and software applications.
• Good knowledge of technical troubleshooting methodologies.
• Ability to work in a team environment and collaborate with other technical professionals.

The Help Desk Professional plays a critical role in ensuring that customers receive timely and effective technical support and assistance. Their technical skills, customer service skills, and ability to multitask are essential to their success in the role. By understanding the key responsibilities and necessary skills of the role, individuals seeking to become Help Desk Professionals can tailor their resumes to highlight their qualifications and experience effectively.

Help Desk Resume Format

When it comes to crafting a successful Help Desk Resume, there are three common formats to choose from.

A. Chronological

The chronological format, as the name suggests, focuses on your work history in reverse chronological order. This format is ideal for those who have a consistent work history within the same industry. It allows employers to quickly see your progression throughout your career and the skills you have developed over time.

When using the chronological format, start with your most recent job and work backwards. Include the company name, job title, dates of employment, and a brief summary of your responsibilities and achievements in each role. Be sure to use action verbs and specific metrics to showcase your accomplishments.

B. Functional

The functional format is focused on your skills rather than your work history. This format is ideal for those who are looking to switch industries, have gaps in their work history, or have limited work experience. The functional format allows you to highlight specific skills and achievements that are relevant to the job you are applying for.

When using the functional format, start with a summary of your skills and accomplishments followed by a list of your work experience (if applicable) in reverse chronological order. When listing your work experience, focus on the skills you developed rather than the job duties.

C. Combination

The combination format is a mix of the chronological and functional formats. This format allows you to showcase your work history while also highlighting your specific skills and achievements. Start with a summary of your skills and accomplishments followed by a reverse chronological list of your work experience. When listing your work experience, focus on the skills you developed and the accomplishments you achieved.

When choosing your resume format, think about your specific circumstances and what will best highlight your skills and experience. Remember, your resume should be tailored to the specific job you are applying for. Use strong action verbs, specific metrics, and keywords relevant to the job to make your resume stand out.

The format you choose is just one piece of the puzzle. Be sure to also include relevant experience, education, certifications, and other achievements that demonstrate your ability to excel in a Help Desk role.

With these tips in mind, use the sample Help Desk Resume provided for download as a guide to create your own perfect resume.

Help Desk Resume Structure

When it comes to building a Help Desk resume, it’s vital to present yourself in the best light possible. One way to achieve this is by organizing your resume in a way that highlights your most relevant experience and qualifications. An effective resume structure should include:

Your header should be the first thing recruiters see when they glance at your resume. It should include your name, email address, phone number, and possibly a link to your LinkedIn profile. Make sure the font size and style are consistent and easy to read.

B. Objective

The objective statement provides a brief overview of your career goals and what you hope to achieve in your next Help Desk role. Keep in mind that the objective should be tailored to the specific company and position you are applying for. It should be concise and straightforward.

C. Key Skills

This section should contain a list of your most relevant technical and soft skills. This includes skills such as troubleshooting, problem-solving, technical support, and customer service. Use bullet points and keep the list concise, highlighting only the skills that are most relevant to the position.

D. Professional Experience

This section is where you should highlight your previous work experience. Start with your most recent job and work backward, including the job title, company name, location, employment dates, and job duties. Highlight your achievements and accomplishments in each role, including any specific projects or tasks you completed.

E. Education

List your degree(s) and certifications, including any relevant coursework or training. Be sure to include the name of the institution, degree/certification earned, and the year you graduated.

F. Certifications and Training

Include any relevant certifications or training you have completed, particularly if they are specific to the Help Desk industry. Highlight any knowledge or experience you have with particular software or equipment, including any relevant certifications.

By structuring your Help Desk resume in this manner, you can present yourself in the best possible light, highlighting your relevant experience and qualifications, and ultimately increase your chances of securing the job you desire.

Help Desk Resume Writing Tips

When it comes to creating a Help Desk resume that stands out and attracts the attention of hiring managers, there are key writing tips that every candidate should take into account. Below are four of the most important Help Desk resume writing tips to help you land your dream job:

A. Tailoring Your Resume

One of the biggest mistakes that job seekers make is submitting a generic resume for every job they apply to. Tailoring your resume to the specific job you are applying for is essential. This means doing research on the company and the position requirements, and carefully considering how you can highlight your relevant skills and experience in your resume.

B. Using Keywords

When a hiring manager is reviewing resumes, they are often looking for specific keywords that demonstrate the candidate’s qualifications for the position. These keywords may include technical skills, software programs, certifications, and more. To ensure that your resume catches the attention of hiring managers, be sure to carefully review the job posting and incorporate relevant keywords into your resume.

C. Highlighting Achievements

Hiring managers want to see measurable achievements on a candidate’s resume. This could be anything from reducing response times to closing tickets more efficiently, to improving customer satisfaction ratings. By highlighting your achievements, you demonstrate to potential employers that you are capable of delivering results and providing exceptional service.

D. Using Action Words

Last but not least, it’s important to use powerful action words throughout your Help Desk resume. Action words help to demonstrate your skills, experience, and achievements in a dynamic and engaging way. Words such as “solved,” “improved,” “resolved,” and “streamlined” are just a few examples of impactful action words to use in your Help Desk resume.

When writing your Help Desk resume be sure to tailor it to the specific job you are applying for. Use keywords, highlight your achievements and use powerful action words to demonstrate your skills, experience and achievements. By following these Help Desk resume writing tips, you will increase your chances of securing your dream Help Desk job.

Common Mistakes to Avoid when Writing a Help Desk Resume

When it comes to writing your help desk resume, there are some common mistakes you should avoid. These mistakes can hinder your chances of landing your dream job. Here are some mistakes to avoid:

A. Including Unrelated Information

It’s important to only include information that is relevant to the job you’re applying for. Including information that is unrelated can cloud your skills and achievements and make it harder for the hiring manager to understand your potential. Keep your resume concise and stick to the job requirements.

B. Failing to Highlight Key Skills and Achievements

When writing your help desk resume, you need to showcase your skills and achievements. Without highlighting them, it can be difficult for the hiring manager to see why you are an excellent candidate for the position. Your resume is a marketing tool, so make sure to highlight your key skills and accomplishments.

C. Poor Formatting and Structure

Your help desk resume should be easy to read and follow. Poor formatting and structure can be a big turnoff for hiring managers. Make sure your resume has plenty of white space, uses consistent formatting, and has a clear structure. This will show how organized and detail-oriented you are.

D. Lacking Clarity

Your help desk resume must be clear and concise. Avoid using ambiguous language or being too generic. Be specific about your experience, skills, and achievements. Use quantifiable results where possible to showcase your impact in previous roles.

These four mistakes should be avoided when writing your help desk resume. By keeping your resume clear, concise, and relevant to the job, you increase your chances of impressing the hiring manager and ultimately landing the job.

Reviewing Help Desk Resume Examples

An important aspect of crafting a great help desk resume is reviewing examples of successful resumes in this field. Studying well-written resumes can help you understand what makes a strong resume and can help you identify areas where your own resume may need improvement.

In this section, we’ll review three different help desk resume examples to give you an idea of what to include in your own resume.

A. Example 1

John Doe 123 Main Street Anytown, USA 12345 555-555-5555 johndoe.

Tips for Effective Cover Letter Writing

A. Purpose of a Cover Letter

A cover letter is a tool for job seekers to introduce themselves to potential employers and highlight their qualifications for a particular job. It serves as an opportunity for the candidate to explain how their skills and experiences match the requirements of the job they are applying for. A well-written cover letter can make a strong impression on the employer and increase the chances of getting an interview.

B. Structure of a Cover Letter

A cover letter typically consists of three main parts: the introduction, the body, and the closing. The introduction should be attention-grabbing and introduce the candidate to the employer. The body should explain why the candidate is interested in the job and how their skills and experiences match the requirements of the job. The closing should thank the employer for their time and consideration and ask for the opportunity to discuss further.

C. Key Writing Tips

Customize the Cover Letter: A generic cover letter is a red flag to employers. Take the time to tailor the cover letter to the job posting to demonstrate how the candidate’s skills and experiences match the specific job requirements.

Be Clear and Concise: Employers receive many cover letters and may only spend a few seconds scanning each one. Make sure the cover letter is easy to read and concise. Use bullet points or short paragraphs to highlight skills and experiences that match the job requirements.

Use Active Language: Active language demonstrates confidence and makes the cover letter more engaging for the employer. Use action verbs to describe the candidate’s experiences and accomplishments.

Focus on the Employer’s Needs: Employers want to know what the candidate can do for them. Highlight how the candidate’s skills and experiences can benefit the employer and help them achieve their goals.

Proofread and Edit: A cover letter with spelling or grammar errors can immediately disqualify a candidate. Take the time to proofread and edit the cover letter carefully to ensure it is error-free.

A cover letter is an important tool for job seekers to introduce themselves to potential employers and highlight their qualifications for a particular job. By customizing the cover letter, using active language, focusing on the employer’s needs, and proofreading carefully, candidates can increase their chances of getting an interview and landing their dream job.

Help Desk Resume: Dos and Don’ts

As a help desk specialist, creating an effective resume that highlights your skills, experience, and accomplishments is crucial in landing your dream job. In this section, we will discuss the dos and don’ts of help desk resumes.

Tailor your resume to the job description:  One size does not fit all when it comes to resumes. Customize your resume to match the job requirements by highlighting skills and experiences relevant to the position.

Use keywords and phrases:  Hiring managers use Applicant Tracking Systems to scan resumes for relevant keywords. Use these keywords related to help desk support such as “troubleshooting,” “customer service,” “problem-solving,” and “technical support.”

Quantify your achievements:  Use metrics and statistics to back up your accomplishments. Use phrases like “reduced resolution time by 50%,” “maintained a 90% customer satisfaction rate,” or “resolved 95% of customer issues on the first call.”

Keep it concise and easy-to-read:  Use bullet points to highlight essential information and keep it to one page if possible. Use a font and formatting that is easy to read and visually appealing.

Include a cover letter:  A well-crafted cover letter sets you apart from other applicants. Use it as an opportunity to show your personality, passion for the role, and explain how you can meet the needs of the company.

Don’t include irrelevant information:  Keep your resume focused on the job requirements. Avoid including personal information such as hobbies, interests, and irrelevant work experience.

Don’t use vague language:  Be specific about your accomplishments and use concrete examples. Avoid using general phrases like “good communication skills” or “excellent customer service” without backing them up with evidence.

Don’t use a generic objective statement:  Instead of using a generic objective statement such as “to obtain a position as a help desk specialist,” use a summary statement that highlights your skills and experiences.

Don’t include typos or grammatical errors:  Proofread your resume thoroughly for typos and grammatical errors. Ask someone else to read it over to catch any mistakes you may have missed.

Don’t use a generic template:  Avoid using generic templates found online. Create a unique and customized design that reflects your personality and showcases your skillset.

A well-crafted help desk resume can help you stand out from the crowd, and following these dos and don’ts can increase your chances of landing an interview. Remember, your resume should be tailored to the job description, concise, easy-to-read, and highlight your accomplishments in a quantifiable way.

Dealing with Employment Gaps in Help Desk Resume

Employment gaps can be a concern for job seekers, especially in the help desk field where employers seek individuals with continuous hands-on experience. However, job seekers can still effectively address employment gaps by explaining them in a positive light, providing evidence of skills maintenance, and implementing strategies to minimize the impact on their resumes.

A. Explaining Gaps in a Positive Light

Job seekers must address employment gaps in their resumes and cover letters in a positive light to demonstrate their abilities to overcome challenges and remain committed to their profession. They can focus on their personal or professional reasons for leaving their previous position, such as furthering education, caring for a family member, or pursuing a passion project. Additionally, they can describe how they stayed involved in their field while on a break, such as volunteering or attending training sessions.

B. Providing Evidence of Skills Maintenance

Evidence of skills maintenance is crucial for job seekers to demonstrate their continuous learning and professional development, especially during employment gaps. They should include any relevant certifications, training sessions, or side projects they completed during their break. Additionally, they can provide a summary of relevant skills or technologies they mastered during their employment gap to showcase their ability to stay current in the field.

C. Strategies for Minimizing the Impact

Job seekers can also minimize the impact of employment gaps by implementing strategies in their resumes and cover letters. They can focus on their most recent relevant experience by grouping their skills and achievements into a skills-based format instead of a chronological format. This approach will highlight their qualifications and relevant skills without emphasizing employment gaps. Additionally, they can provide a brief explanation of their employment gap in their cover letter and address how they maintained their skills and kept up with the industry’s latest trends.

Employment gaps can be effectively addressed by explaining them in a positive light, providing evidence of skills maintenance, and implementing strategies to minimize their impact. When properly addressed, job seekers can demonstrate their commitment to their profession, continuous learning, and relevant skills.

Related Articles

• The Ultimate Guide to Writing an Effective Resume
• Recruitment Manager: Job Description, Duties, & Requirements
• How to Explain Being Fired: 5 Examples for 2023
• Staff Accountant Resume: Complete Guide for Writing in 2023
• 20 Salesforce Administrator Resume Examples in 2023

Rate this article

0 / 5. Reviews: 0

More from ResumeHead

Resume Builder

• Resume Experts
• Search Jobs
• Search for Talent
• Employer Branding
• Outplacement
• Resume Samples
• Customer Service

Help Desk Support Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the help 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.

Create a Resume in Minutes with Professional Resume Templates

• Utilize Network Administrative Tools to manage the network and ensure efficiency of system resources
• Manage service ticket queue, prioritize requests and perform work to meet or exceed clients’ expectations
• Support, trouble shoot, and configure remote access to assist network users with connectivity to network from non-magnet connections
• Provide in-person and remote technical assistance and support for incoming queries and issues related to computer systems, software, and hardware across Canada
• Manage site specific projects as related to network infrastructure and server support
• Providing first and second-level PC network and technical support to users on routine or complex problems on all desktop and server application issues
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
• Working knowledge of eClinicalworks
• Performs other duties as instructed by management
• Perform workstation setup, moves, ads, changes
• Assists the Help Desk Manager with reporting, analysis, or training and testing tasks
• At the start or end of each work shift discuss, transfer and/or make aware the shift of any unresolved or open issues
• Work with various IT support team members; providing prompt problem resolution to end-user community
• Provide customers with training and advice on DB related technologies and transformations
• Work within the team framework created by management and work with team members on assigned projects
• Assist in maintaining software and workstation image management, including the use of image deployment software to perform imaging tasks for workstations
• Assist with IT administrative duties; signing checkout sheet, obtaining paperwork for, setting up, and troubleshooting for network and email accounts
• Assist in providing support to project managers to integrate and transition projects or new technology efforts to the production support environment
• Assist in troubleshooting advanced technical issues within the network and telecommunications environments
• Relies on instructions and pre-established guidelines to perform the functions of the job
• Create, track and manage service requests for new hires, client moves and terminations
• Ability to demonstrate strong knowledge and experience supporting Microsoft Windows 7 and Office 2010
• Strong knowledge of server and network topology
• Excellent phone & customer service skills; ability to be empathetic, work under stress and allow the end user to feel the smile through the phone
• Ability to deal with irate customers and to always display a professional attitude while
• Excellent customer service ability and soft-skills is the most important qualification
• Experience working with a knowledge base or knowledge tool
• Ability to master functionality of new Firm applications quickly and effectively
• Strong attention to detail, analytical and problem solving skills
• Ability to provide technical support over the phone, maintaining a professional demeanor
• Ability to exercise patience and professionalism during stressful situations

15 Help 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, corp-help desk support analyst resume examples & samples.

• Strong communication skills and the ability to communicate to demanding customers
• Ideally Possess a Bachelor degree in IT
• Knowledge of computer operations practices, procedures, and techniques
• Knowledge of Windows operating systems on PC's
• Knowledge of computer hardware and software
• Knowledge of software applications on PC's
• Ability to diagnose and troubleshoot technical computer problems
• Ability to install hardware and software
• Ability to load and optimize utilization of advanced computer software and operating systems
• Understanding of connecting, routing, data transfer, Protocols, Firewalls, TCP/IP
• Team-playing attitude, interpersonal skills, autonomy
• Ability to learn & utilise new concepts quickly
• Fluent in English
• Fluent in Portuguese (native language in Brazil)

Specialist Help Desk Support Resume Examples & Samples

• Bachelor’s degree in Computer Science or a related discipline; or equivalent work experience in IT Support
• Approximately 7 plus years of experience in support of IT products
• Extensive technical expertise in various facets of PC support, which may include PC applications, hardware, tools, utilities, networking, telecommunications
• Ability to simultaneously work on multiple projects or assignments in a fast-paced and highly challenging environment
• Able to work effectively with high level customers and other management personnel
• Exceptionally strong Customer Service skills

Help Desk Support Analyst Levels Resume Examples & Samples

• Prior experience in a similar role
• Excellent communication and troubleshooting skills $
• College degree

Help Desk Support Representative Resume Examples & Samples

• Proficient in technical problem solving skills
• Efficient & accurate in documenting incidents/problems into the ticketing system within specified service level agreement (SLA's)
• Ability to collaborate with Level 1 and Level II on various projects and daily tasks
• Proficient in troubleshooting Microsoft Office products and Microsoft Operating systems
• 3+ years software analysis and solutions development in a variety of environments with increasing levels of responsibility
• Exposure to SuccessFactors, ADP or other HR/Payroll Applications not required but preferred
• Proficient at Excel, Word, Visio, and PowerPoint
• Strong Communication Skills
• Strong Analysis Skills, including ability to quickly learn and apply system related functions
• Pro-activity and Drive
• Ability to adapt and embrace change

Supervisor Help Desk Support Resume Examples & Samples

• Minimum 2 years of experience using Sabre distribution system including understanding of the procedures related to the reservation, ticketing and fulfillment of travel bookings
• Prior supervisory experience in a contact center environment preferred
• Ability to lead and motivate a team of multicultural staff and to delegate to subordinates
• Ability to analyze problems, identify key problems and make decisions to solve problems
• Ability to provide technical support and advise team on technical support
• Ability to evaluate and coach performance
• Ability to make decisions on the spot during difficult situations
• Strong presentation skills in diverse scenarios
• Professional fluency in written and spoken English

Help Desk Support Service Specialist Resume Examples & Samples

• Minimum four years of technical experience on an enterprise helpdesk
• Two years of experience with supporting remote users through telephone discussion
• Knowledge of and experience with printer mapping, wireless network configuration and troubleshooting, VPN client connectivity
• Must be able to obtain the Security+ certification and provide proof that the candidate is enrolled into the Comptia Continuing Education program before start
• Must be able to work any shifts – 24x7

Help Desk Support Analyst / st Line Support Resume Examples & Samples

• To provide telephone and email help desk support and handling first Line calls
• Quickly identify calls that need to be routed to 2nd Line support and assign these as necessary
• Ensure that all work is carried out and recorded in accordance with the Help Desk standards and procedures
• Identify calls that need to be escalated to the Help Desk Team Leader or Manager
• To identify customer training requirements
• Participate in department reviews, looking for process improvement, spotting trends and help to identify communication needs both internally and externally
• Keep up to date with our Planet Application functionality and deployment methods
• Good knowledge of microsoft products
• Interest in windows server/ citrix/ database management/ report writing
• Graduate with computer degree
• 2+ years IT related experience troubleshooting hardware, software, and connectivity issues
• 3+ years of direct interaction with customers and clients in a corporate environment
• 3+ years of IT Helpdesk/Call Center Experience, User Support, Win XP/2000, Outlook 2003 & 2007, Ticketing System knowledge/experience
• Highly skilled in multi-tasking is a must
• The HDI Customer Support Specialist Certification (CSS) or HDI Help Desk Analyst Certification (HDA) is highly desired

IT Help Desk Support Representative Resume Examples & Samples

• Escalates Help Desk tickets to appropriate second and third level support groups in a timely manner
• Tracks and monitors Help Desk tickets to ensure a timely resolution
• Basic troubleshooting of operating systems, computer hardware, applications (software and peripherals, etc.)
• Provides basic instruction to all users as necessary regarding the use of various pieces of equipment or Bank deployed software packages
• Performs IT equipment moves and schedules all repairs, conference calls and Live Meeting requests

Help Desk Support Analyst Resume Examples & Samples

• 6 or more months of telephone technical support/ customer service experience
• Basic networking experience
• Excellent communication and phone answering skills
• Good typing and grammatical skills
• Ability to follow written and verbal procedures
• Willing to work weekends and or different work shifts when needed
• Answer any in coming client calls
• Log and thoroughly document all incoming client calls into the Remedy database application
• Triage, Resolve, Close and/or escalate all assigned and/or answered client calls
• Transfer any unresolved calls to Level II
• Follow the escalation procedures of escalating all problems calls first through your Level II analyst, NTST, then management
• Check the Remedy database queue for any assigned calls and client issues assigned to you throughout your work shift by the Coordinator
• Updates to the Remedy database as required when the status of issues changes
• Communicates effectively and courteously with the end user regarding the status and or resolution of each issue
• Advises team members and management of any issues that relate to customer satisfaction or if there are problems in getting issues resolved in a timely manner
• Keep peers and manager informed of trends, significant problems, unexpected delays
• Attends departmental meetings as required and actively participates in in all meeting activities
• Take the training required, technical as well as interpersonal. Stay abreast of all current technology
• Associate’s Degree in Computer Science (CS) or related area, or equivalent work experience
• Minimum two years of experience in a help desk support related role
• Thorough knowledge of Windows Vista/7 and associated applications used in an office environment including Office 2007/2010 and Adobe Acrobat
• Knowledge of TCP/IP networking as it applies to a Windows environment
• Knowledge of a variety of protocols including DHCP, DNS, SMB/NETBIOS, SMTP, RDP
• Strong ability to operate in a close team environment
• Excellent verbal and written communication skills with an ability to write clear and concise technical documentation
• Ability to work with a wide degree of creativity and latitude

Help Desk Support Resume Examples & Samples

• Responds to and diagnoses problems through discussion with users. Includes problem recognition, research, isolation and resolution steps
• Typically resolves basic problems while refers more complex problems to intermediate and/or senior level
• May involve use of problem management database and help desk system
• Serves as primary contact for customer queries regarding network outages
• May require traveling for Helpdesk projects
• Working experience of at least 12 months at an airline or a travel agency using the Sabre system
• High level of resistance to stress and ability to perform multiple tasks simultaneously
• Preferred additional language skills- Arabic, French or Urdu
• Excellent computer software skills (Word, Excel, Outlook)
• Partner with peers to identify areas of improvement within the IT department and the company-at-large, providing solutions in the form of new standards and procedures
• Answer calls from internal users, providing effective first-level support and documenting your work in Humana’s tracking system
• Triage reported problems to determine the most efficient manner of resolution
• Simulate or recreate operating difficulties, recommending system modifications and communicating with other IT departments to correct core issues
• Working knowledge of Operating Systems
• Strong troublshooting skills
• Strong communication skills
• Bi-lingual (read and write English / Spanish)
• Strong team player and problem solving skills
• Associate’s or Bachelor’s Degree in Computer Science, Information Technology or a related field or technical certifications (example: MCSE)
• Working knowledge of Crystal Reports

Specialist, Help Desk Support Resume Examples & Samples

• Answers telephone and email support requests
• Assumes responsibility for tasks assigned to them and ensures proper technical solutions have been applied
• Participates in system maintenance, upgrades, etc
• Participate in computer moves
• Prepares computers for new and existing staff members
• Installs / upgrades business applications
• Supports remote access (Citrix, Cicso VPN, WAN) to business applications
• Work with users and other technical personnel to resolve problems
• Experience with mobile devices and (EMM McAfee/BES)
• Experience using SCCM (remote control console)
• Experience with Exchange Management Console – (2010)
• Minimum of 2 years experience with
• Troubleshooting IT issues
• Windows 7 and XP workstations
• MS Office 2007, 2010
• Knowledge of network technologies (TCP/IP VPN, DHCP)
• Knowledge of Business apps (Reppak, IBMS, Borealis, InfoSys, MicroBBM)
• Strong communication skills and ability to work well under pressure
• Diploma or Degree in Computer Studies or related field an asset
• Provide hardware and software technical support for corporate and remote users
• Respond to and resolve helpdesk tickets, emails, calls and voicemails in a timely manner
• Setup new desktops and laptops with necessary business applications
• Setup user accounts, permissions, mailboxes, groups and other server administration items
• Configure and troubleshoot hardware as necessary (computers, printers, networking, wiring, etc.)
• Manage service ticket queue, prioritize requests and perform work to meet or exceed clients’ expectations
• Demonstrate excellent and effective communication skills working in a collaborative environment
• Experience with MAC harware and OSX

Hbss Help Desk Support Admin Resume Examples & Samples

• Provide support to Fleet Units for all matters dealing with HBSS ashore ePO management
• Escalate issues/problems to support solution development
• Manage, track, report, policy exceptions IAW Navy TTPs/SOPs
• Report compliance status IAW Navy mandates, and management direction
• Implement HBSS deployment, and policy strategies IAW approved Navy TTPs/SOPs
• Manage ticketing system
• Monitor/Analyze ePO rollup event feeds and respond/report IAW approved Navy TTPs/SOPs
• Monitor/ Analyze ePO rollup asset feeds and respond/report IAW approved Navy TTPs/SOPs
• Monitor/Analyze Rogue System Detection and respond/report IAW approved Navy TTPs/SOPs
• Verify automated reports are being sent out as needed
• Creation of server tasks, automated reports, etc
• Maintain a presence in the HBSS chat room
• Current DoD 8570.01-M IAT level II certification requirements (Security+ CE, CCNA Security, GSEC, SSCP)
• Active security level clearance
• 7+ years of IT experience to include 2+ years helpdesk experience
• Knowledge and experience in working with each of the following
• McAfee Host Intrusion Prevention System
• McAfee Data Loss Prevention Endpoint products
• McAfee HBSS ePO administration
• Microsoft Structured Query Language (SQL) server working knowledge
• Computer Network Service Provider Auditor (CNDSP-AU)

Remote Project Based Application Help Desk Support Representative Resume Examples & Samples

• Ability to maintain a high energy level on several calls
• Confidence, adaptability and integrity to handle various phone calls
• Ability to multi-task, i.e. type while talking on the phone
• Gathering information, researching/resolving inquiries and logging applicant calls/emails
• Maintaining an engaging rapport, quickly, with many students throughout the day
• Answering student questions about admission requirements, filling out the application, submitting documentation, deadlines, etc
• Mastering our communication systems (phone, e-mail, RightNow and other internet databases)
• 3+ years of experience in Help Desk or Technical Support roles
• Network / Desktop troubleshooting experience with: Re-Imaging Desktops, Windows XP/7 Operating Systems, Windows 2000/2003/2008 Server operating system
• Strong client-facing skills
• Logs all help desk calls or email requests into ticket system and updates existing tickets
• Supports the end user in relation to the desktop OS, Microsoft Office, printers, hardware diagnostics and other applicable software packages
• Completes new user setups separations as well as password reset requests
• Completes add / moves / changes within Association phone system
• Works to eliminate root causes of recurring help desk ticket requests
• Train personnel on proper operating procedures relating to application software
• Create FAQ documentation for recurring Help Desk requests
• Provide support to the end-user on PC and software questions
• Troubleshoot computer issues at branch locations including, but not limited to: PC problems, printer problems, internet connectivity, and installation of upgrades and/or new equipment
• Other duties, as necessary

Help Desk Support Technician Resume Examples & Samples

• First-point-of-contact for employee/associate support
• Remote support for office and retail technology
• Provide general technical advice/training to employees/associates
• Properly set resolution expectations and provide continuous status reporting to support population for unresolved problems
• Perform problem determination within the environment and other relevant infrastructure platforms. Escalate issues to appropriate support groups, as required
• Experience using helpdesk ticket tracking systems
• Ability to multitask and meet time constraints

Zara Seeking IT Help Desk Support Based Resume Examples & Samples

• Solving and logging any issues/ problems with various equipment such as registers, PDA’s, TGT’s, and technology devices in the stores (IPads, Printers, Scanners, Network Equipment)
• To deal with any day to day IT issues
• Liaise with the IT department in USA
• IT knowledge
• Understanding of network systems
• Able to work autonomously with high levels of initiative
• Knowledge of Spanish Language is a plus
• Highly organized and prioritization skills
• Ability to work in a fast pace environment, under pressure

IT Help Desk Support / Intern Resume Examples & Samples

• First Level IT Support
• Solve day-to-day problems with Windows 7, Microsoft Office 2013 and Network Print Devices
• Troubleshoot network connectivity for wired and wireless connections
• Maintain existing user accounts
• Change, upgrade, and/or repair computer hardware and software
• Maintain up-to-date inventory for IT hardware
• On-site and remote user telephone support
• Respond to users concerns
• Promotes good housekeeping (5S)
• Some course study in Computer Science/Information Technology
• Technical knowledge of network and PC hardware
• Computer related experience in operations, maintenance and troubleshooting required
• Knowledge of desktop applications software, configuration, and installation experience required
• Troubleshooting skills and the ability to manage multiple priorities highly desired
• Proficiency utilizing various software, i.e. Microsoft Office, etc
• Must have knowledge of Windows 7, basic networking and personal computer hardware troubleshooting
• Mandatory shift work required including evenings, weekends and holidays
• Ability to work independently at all times
• Responsible for On Air production support including newsrooms/studios/control rooms
• Knowledge of Production applications an asset (iNews, PRX, Harris systems)
• Answers telephone support requests
• Manage assigned tickets in a timely fashion
• Supports remote access (Citrix, VPN, WAN) to business applications
• Supports corporate email on mobile devices
• Creates and updates technical documents for knowledge database
• Minimum of 2 years experience with, Troubleshooting IT issues for Windows 7 workstations and MS Office 2010
• Experience with mobile devices and (McAfee EMM/BES)
• Experience with HP Service Manager

Help Desk Support Associate Resume Examples & Samples

• Understanding of Financial Markets and terminology
• Some experience using online databases
• Ability to handle constantly changing flow of traffic

Associate Help Desk Support Resume Examples & Samples

• Thorough SABRE knowledge, airline and/or travel agency background preferred
• Dealing with both internal and external customers
• Excellent communication skills, written and verbal in English

Help Desk Support Engineer Resume Examples & Samples

• Provide day-to-day support (e.g., break/fix, how to expertise, monitoring, testing) for business applications or infrastructure to end users in both Office and Plant environment
• Co-ordinates with Support team to ensure that problem are resolved on-time
• Perform Windows 7/8 SCCM provisioning process to stage desktops and laptops
• Setup and perform data transfer for users
• Act as Team member to deploy Global IT’s new initiatives, example: Windows 8 installation and upgrade to Windows 10
• Attend to CCSN tickets and provide technical (hardware and application) support to users
• Submit CCSN Requests. Example: New user creation, request for Secure-ID soft token
• Attend to adhoc requests, example: Town-hall setup, Open Meetings setup, Workshop setup, Audio setup for Seasonal or Occasional celebration
• Attend to vendor who will be onsite: examples: Server room and switch rooms air conditioner servicing, FM200 integrity test, Zebra printer service maintenance etc.
• Provide support to Warehouse Wireless devices (Handheld Terminals & Printers)
• Associate Degree with concentration in Computer Science
• Two (2) to three (3) years of experience Help Desk support activities. Experience of supporting end users on desktop support and day-to-day activities
• Basic understanding of Desktop, Server, LAN & WAN Environment and troubleshooting experience
• Windows OS knowledge and related problem resolution
• Desktop/printer trouble shooting
• Customer Focus: Making customers (external and internal) and their needs a primary focus of one's actions; developing and sustaining productive customer relationships; creating and executing plans and solutions in collaboration with the customer
• 1-2 years support center experience
• Strong PC skills
• Amazing Customer Service Skills
• Ability to interface with all levels of staff

Help Desk-support Service Specialist Resume Examples & Samples

• All work must be completed on-site at Ft. Knox
• Knowledge of and experience with Windows 7
• Helpdesk (HDI) certification is required
• Experience on an enterprise helpdesk
• Experience with supporting remote users through telephone discussion
• People skills, team player, strong written and verbal communications skills, ability to troubleshoot problems quickly, work as both a team and/or as a self-directed individual, client-facing experience, self-disciplined and ability to multi-task
• Must be able to work any shifts

Help Desk Support Spec Resume Examples & Samples

• Responsible for providing helpdesk support and resolve problems to the end user’s satisfaction
• Monitor and respond quickly and effectively to requests received through the IT Remedy Enterprise helpdesk system
• Monitor Service Desk for tickets assigned to the queue and process first-in first- out based on priority
• Modify configurations, utilities, software default settings, etc. for the local desktop or laptop workstation
• Utilize and maintain the helpdesk tracking software with appropriate Knowledge Points and updates them as necessary by documenting internal procedures
• Install, test and configure new laptop workstations, peripheral equipment and software and maintain inventory of all equipment, software and software licenses
• Manage PC setup and deployment for new employees using standard hardware, images and software and adhere to Army Gold Master Standards
• Perform timely laptop hardware and software upgrades as required by end user and in accordance with approved software and hardware list
• Identify all applicable applications and systems needed in a new build for Transition Division laptops
• Create the build incorporating identified applications and systems
• Deploy build to all identified Transition Division laptops
• Update build with all applicable patches and updates
• Maintain all non-deployed laptops on the network to ensure that they remain on the domain
• Coordinate and ship laptops to Transition Division in the field (utilizing existing shipping account)
• Conduct spot check inventories in accordance with identified resource inventory procedures
• Assist in answering TAP-XXI IT support emails
• Associate Degree (or equivalent years of experience) in the field of Computer Science, Information Systems, Engineering or related field and 2+ years of related experience as Help Desk Specialist. Significant experience may substitute for minimum educational requirements
• Work at an enterprise leave help desk to design, develop, implement Install, test and configure new laptop workstations, peripheral equipment and changes to the end user specific applications and services
• Monitor system hardware and software services and recommends effective utilization of resources and investigate potential system performance problems and implements emergency recovery procedures
• Respond to system and environment problems by analyzing the problem, formulating a solution, and quickly repairing the system to avoid costly interruption of services to end users
• Maintain knowledge of hardware, software, and/or systems products to continuously improve system utilization, performance and financial benefits
• Minimum two years of technical experience on an enterprise helpdesk
• Previous experience with enterprise helpdesk application
• Helpdesk (HDI) certification is required within the first 90 days of hire
• Knowledge of ISO/ITIL processes and documentation standards a plus
• Possess a SECRET clearance or have the ability to get one. Must have an interim SECRET to begin work on the contract
• Must sign a non-disclosure and privileged level access agreement
• A self-starter, capable of working both independently and in team environments
• Strong customer service, organizational skills, knowledge of applicable DoD/Government policies and procedures
• People skills, team player, strong written and verbal communications skills, ability to troubleshoot problems quickly, work as both a team and/or as a self-directed individual, client-facing experience, self-disciplined and ability to multi- task
• Must possess a CompTIA Security+ certification
• Experience in use of Service Desk telephone and ticketing management software; Remedy and Automatic Call Distribution (ACD) experience is a plus
• Excellent hardware and software troubleshooting skills
• Experience working in a highly visible, constantly changing, fast paced, high level government environment supporting military, government and contractor personnel is desired

Systems Administration / Help Desk Support Resume Examples & Samples

• Windows Server 2008R2; 2012R2
• MS Office 2007/2010/2013
• Windows deployment services
• Active Directory and Deployment via Group Policy
• Windows DNS and DHCP
• Windows Certificate services
• Hyper-V and other virtualization platforms
• Switching and Routing
• Printer support
• Cisco equipment and appliances
• Key management licensing
• Ability to diagnose; research; and debug a variety of complex system or networking problems
• A Good understanding of various types of physical media; how they work; and their limitations
• A high level understanding of operating systems and file systems
• Good organizational skills. This includes listening; note taking; documenting etc
• Must be willing to learn new technology and provide expert level support to all customers
• Excellent interpersonal skills. The ability to communicate and work as a member of a team is a must

Help Desk Support Rep Resume Examples & Samples

• Responds to telephone calls, e-mails and in person requests. Uses personal knowledge, technical documentation and reference database systems/sources to analyze and solve end-user problems
• Creates and keeps updated IT documentation (inventories, setup, etc.)
• Keeps track of help desk requests and provides Help Desk statistics to manager
• Assists the Systems/Network administrator with daily and special project operations including management of user accounts, systems security verification and performs other duties as assigned
• Assists in developing training materials and conducts training classes on the applications that make up the standard desktop configuration
• Assists providing standard training for all new employees and refresher lessons for current employees
• Understands PC and network environments, diagnostic and system monitoring tools, Information Technology policies and current software applications/utilities, and equipment platforms
• Troubleshoots software setups and configurations
• Escalates problems that require skills and/or knowledge beyond the Analyst's experience and training to the Systems/Network Administrator
• Prepares and installs images of standard desktop configurations
• Installs applications and applies updates to these programs
• Proactively seeks and implements solutions that will reduce the cost and time associated with supporting the applications and recognizes and analyzes trends in errors so as to identify and install long term solutions to problems
• Some college education or Information Technology related experience
• Proficient computer skills to include, but not limited to Outlook
• Excellent communication skills both oral and written
• Must act professionally
• Ability to manage time and plan tasks to meet deadlines, and the ability to set priorities
• Must be able to work well in a team environment as well as individually
• Strong sense of ethics, including the need for strict confidentiality
• Troubleshoot hardware/software and resolve issues throughout the day and document results
• Utilize excellent customer service skills and exceed customers’ expectations
• Copy and move files through the network without connecting to device
• Create, print objects and the use of print servers
• Use PSTools and WUSE to push windows updates
• Ability to learn corporate applications (use of, error messages, reporting procedures)
• Knowledge of Cisco switches (terminology, port switching, connecting to switches)
• Assigning IP addresses to devices connected to the network
• New setup of workstations and make them presentable (cubicle or office)
• Document and manage surplus inventory
• Excellent customer service skills are a must
• Working experience with Cisco call manager, Cisco contact enter and possible finesse will be definitely beneficial
• Must have experience in resolving PC, tablet, surface book, printer, scanner and software
• Demonstrate a high layer of professionalism even under pressure
• Be a team player and contribute knowledge as well as ask for help
• Must possess working knowledge of
• Windows operating systems (Windows 7, 8/8.1, Surface PRO and Surface RT)
• Windows Mobile OS, Android OS, and Apple iOS
• Microsoft Office 2010
• Active Directory (modifying user accounts, resetting passwords, unlocking accounts)
• DNS and DHCP (Research configuration and custom reservations)
• Remote Desktop Connection (ability to use and teach users how to connect)
• DameWare (Connect to remote users and resolve issues)

Help Desk Support Manager Resume Examples & Samples

• Manage Server backups to include retrieval and storage of tapes
• Collaborates with customer to resolve application, printer, and computer problems, as needed
• Support, setup, administer and troubleshoot for end-user devices, including PCs, printers, other peripheral devices, and Blackberry devices
• Maintains accurate database of hardware accessories, spare, assigned, and emergency Blackberries and accessories
• Produces and updates Standard Operating Procedures (SOPs) for Blackberry, Android & Apple users
• Responsible for answering requests via in-bound and out-bound call, email and CMS ticket
• Assist with basic installation, removal, and trouble-shooting of FIS developed products
• Analyze each request to verify it contains all of the required information to effectively work the request
• Interact with multiple systems that effect the transmissions of maintenance and monetary files for 5,500+ clients which, in turn, are responsible for 25,000+ daily files
• May participate in technical projects
• Communicates technical information to both technical and nontechnical end-users
• The TSR1 works on-call rotations to assist our Secure File Transmissions clients
• Requires a high degree of mental dexterity so the TSR1 can seamlessly multi-task between the products and clients
• Basic MS-Windows and Internet Explorer settings
• Basic knowledge of FTPS and HTTPS
• Self-motivated and an excellent team player
• 1-3 years of experience in a helpdesk environment
• Working knowledge of computers and computer software with emphasis on hospital supported software applications and Microsoft Applications
• Experience monitoring system backups and the changing of backup tapes
• Exceptional interpersonal skills, with a focus on listening and questioning skills
• Experience working in a team-oriented, collaborative environment with minimal supervision
• Ensure all PC’s and equipment at the Brant location is operational at all times
• Assist System Support Analysis in maintenance of current network infrastructure (including servers, printers, communication devices)
• Working closely with the System Support Analysis in understanding priorities, and in some cases mentor our users in Brant warehouse with respect to problem resolution and, where possible, train these individuals to be able to resolve Level 1 type problems ‘on their own&#8217
• Provide telephone technical support when needed
• Provide ‘entry-level’ training on basic applications (Word, Excel, Outlook) as needed
• Keep inventory and order hardware supplies and computer consumables, including toners, backup media
• 1) Train and develop Level 1 & 2 Staff
• 3) Recommend changes to improve systems and network configurations, and determine hardware or software requirements related to such changes
• 4) Research new technology, and implement it or recommend its implementation
• 5) Products/Software
• Bachelor's degree in Computer Science, Information Systems or equivalent
• 1-3 years of desktop support, help desk and end user support experience
• Excellent problem solving, interpersonal, and reasoning skills
• CompTIA A+, CompTIA Network, CompTIA Security+, ITIL Foundation Certification preferred

Help Desk Support, Computing Services Resume Examples & Samples

• Bachelor’s degree in Information Systems or related field or equivalent combination of training and experience
• At least 1 year of related experience with Help desk and end user support
• Ability to interact with campus community
• Ability to maintain accurate and detailed records
• Working knowledge of computer operating systems (including UNIX) and common tools including networking, email clients and web browsers
• Certifications from ITIL Foundation and CompTIA are preferred
• Ability to work 11am - 7pm preferred

Technical Help Desk Support Resume Examples & Samples

• Accept inbound calls and handle customer requests
• General Pharmacy system troubleshooting
• Assistance with adjudication issues
• Intermediate PC, Windows, Network and Hardware troubleshooting
• General networking knowledge (routers, switches, VPN, connectivity)
• Experience with Windows 7/XP
• Application troubleshooting background
• Positive attitude
• Strong schedule adherence
• Minimum 1 year experience in a call center environment preferred

p/t Help Desk Support Tech for Stores Resume Examples & Samples

• Perform 1st level troubleshooting for JCPenney stores as relates to POS, scanners, store workstations, iDevices, printers, etc
• Troubleshoot hardware failures, store application errors, phone/voicemail issues, Windows 2003/2008 server errors, Microsoft Office and OS support, and password administration
• VDI/VMWare experience, troubleshooting sessions and using VMWare tools
• Ensure accurate and timely updates are made to Incidents using BMC Remedy ticketing system
• Review knowledge articles to resolve Incidents quickly showing continuous improvement in first contact resolution
• Utilize Avaya phone system to answer calls, transfer calls and login/out for breaks
• Provide excellent customer service which creates positive memorable customer experiences
• Exceptional customer service and communication skills
• Prior retail experience is a plus
• Ability to diagnose issues in a complex environment and identify solutions quickly using a knowledge base (training is provided)
• Industry certifications (e.g. A+, MCP) are nice to have
• Knowledgeable of Windows operating system, Microsoft Office, and basic troubleshooting of hardware and software
• Bachelor's degree in Computer Science or related field is helpful
• 1-2 years' experience working in a Service Desk/call center environment is preferred

Senor Help Desk Support Engineers Resume Examples & Samples

• BS in Information Systems is preferred
• Strong technical skills in areas such as networks, servers, computer room operations, plant floor PCs, RFID, etc
• Ability to work collaboratively with global IT teams, including Network Ops, GTAM, AM and AD
• Ability to troubleshoot Ability to think logically through problems for quick resolution to issues

Senior Help Desk Support Engineer Resume Examples & Samples

• Ability to handle a large and varied workload and deliver projects on time
• Experience dealing with customers possessing a wide range of computer skills
• Aptitude to learn new systems
• Effective prioritization, time management, and project management skills
• Self-starter, highly motivated, sound business judgment and leadership qualities
• Ability to work flexible hours/rotating shifts, and overtime, including some weekends and holidays when necessary
• Ability to troubleshoot
• Ability to think logically through problems for quick resolution to issues
• Understands typical IT support-oriented service level agreements and how to achieve SLA results
• Works across several teams to restore service rapidly during service interruptions
• Works with clients and other business units to achieve established SLA(s) / OLA(s)
• Monitors and works with clients/3rd party vendors to facilitate data transmissions
• 3 to 5 years of experience in a similar role monitoring IT systems
• Exceptionally strong working in a Team orientated environment

Financial Report Writing Help Desk Support Resume Examples & Samples

• Minimum of 2 yrs day to day working knowledge of SQL databases, Queries, Crystal Reports or Reporting Services reporting
• Working knowledge of Cognos reporting software highly desired
• Experienced in writing reports for Business Intelligence and trending desired
• Working knowledge of a Microsoft OS-based server/client environment desired
• Willingly shares relevant technical and/or industry knowledge and expertise to other resources
• Demonstrated ability to persuade and influence others on the best approach to take
• On call weekend support rotation
• Ability to learn and support new systems and applications in order to facilitate tier 3 triage and trouble shooting
• Oracle DB and System Administration experience for basic tasks including maintenance of user accounts and permissions
• Experience writing and tracking trouble tickets/problem reports and providing metrics/feedback to internal and external customers
• Maintain a help desk providing Tier 3 support to triage, troubleshoot, respond to user calls, and resolve issues identified
• Provide an initial response to tickets escalated to the Tier 3 support from the Tier 1 or Tier 2 help desk, conduct follow up to user reported issues, and provide status updates following an established Service Level Agreement (SLA)
• Create, maintain and fix database user accounts, roles, and permissions
• Create, maintain and fix system user accounts, roles, and permissions
• Resolve trouble tickets to completion and communicate directly with users to ensure customer satisfaction before closure
• Respond to MARCS Systems service requests and user questions
• Perform data corrections
• Document, track, and resolve user support issues using FDA established tracking tools
• Provide regular status updates and communications regarding all open tickets to the user and, for high and urgent priority tickets, to the COR
• Minimum of 2 yrs day to day working knowledge of a Microsoft OS-based server/client environment, IBM iSeries environments, or a Unix-based OS
• Experience in troubleshooting file transmission issues, typically using FTP or SFTP
• Experience working with security certificates for HTTPS or other SSL encrypted communications
• Experience working with Apache or IIS web servers
• Experience in troubleshooting LAN/WAN network connection issues
• Experience in troubleshooting network printer connection issues
• Knowledge of FIS' products and services highly desired
• Knowledge of financial services industry highly desired
• Excellent customer service skills that build high levels of customer satisfaction for internal and external clients
• Excellent analytical, decision-making, problem-solving, team, and time management skills
• Is resourceful and proactive in gathering information and sharing ideas
• Occasional on call night and weekend support rotation
• Provide support for a fast growing business group of 600+ employees multiple downtown San Francisco Bay Area locations. Excellent customer service and engagement are our highest priorities
• Travel to other local sites using a variety of transport methods (walking, taxi, train, etc.)
• Heavy focus on Mac support, with a smaller population
• Also local support for network, wireless, and phones systems (with engagement from level 2 support.)
• A least 2 years experience with OS X/mac-OS – El Capitan and later, especially including system image deployment, maintenance, software and system testing and encryption and security tools (McAfee and FileVault)
• At least 2 years support and administration including remote administration, end user support and interaction with other support groups including executive support
• At least 1 year experience with productivity tools running on Mac’s including MS Office, Lync
• At least 1 year Mac experience in a medium to large environment
• At least 1 year experience with platform management and integration preferably JAMF Casper Suite, SCCM or equivalent
• At least 1 year experience with ticketing and traffic reporting tools (Zendesk, HPSM, or equivalent)-Not Mandatory
• Diagnose individual and Firm-wide problems accurately, distinguishing between software, hardware and/or network issues
• Apply expert knowledge to assist with Windows 10 issue resolution, FileSite, Outlook, MS Office 2013, Worksite, DTE, IE, Citrix, Acrobat, STBWeb and legal research tools to troubleshoot and resolve problems
• Educate users and team members on software and support issues
• Communicate clear, concise, step-by-step procedures to users
• Escalate Firm-wide system problems according to Department guidelines
• Create a call tracking ticket for every issue handled, including all relevant information in a concise manner when escalating user problems to 3rd level support
• Prioritize issues based on urgency and according to Department guidelines
• Follow up with users to ensure issues have been satisfactorily resolved
• Document troubleshooting steps to share with User Support and others as appropriate
• Make suggestions for departmental technical procedures and troubleshooting knowledgebase
• Troubleshoot with vendor support to resolve technical issues
• Understand all methods of accessing the Firm's systems remotely; effectively troubleshoot user remote access problems, e.g. Citrix, GoToMyPC, VPN
• Configure, test, and troubleshoot BlackBerry smartphones and other mobile devices
• Troubleshoot and resolve basic telephone equipment problems
• 2 to 4 years of relevant experience required
• Ability to present information effectively verbally and in writing
• Ability to communicate step-by-step procedures to users in a clear and concise manner
• Basic math skills: addition, subtraction, multiplication, division
• Working knowledge of Windows 7, iManage, MS Office, document comparison software (i.e. DeltaView), Diaries System, SharePoint, telephone support, BlackBerry, smartphones, tablets and laptops
• Ability to effectively prioritize and plan work to meet deadlines in high pressure environment
• Provide a point of contact for end-users to receive support and maintenance of MGO’s desktop computing environment
• Installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and peripherals to ensure optimal workstation performance
• Provide support remotely (via phone, email, or instant messenger) or in person with hands-on help and or training at the desktop level
• Provide software support by assisting users with the efficient and effective use of various company applications
• The position provides opportunities to work on special projects and will be asked to assume increasing responsibilities as time goes on
• Performs other duties as directed by IT
• Associates or BS degree (or equivalent experience) in MIS or technology-related field
• Sharepoint administration experience
• Outstanding customer service skills: ability to assist others in person and over the phone
• Intermediate knowledge of the Windows XP Operating System
• Intermediate Microsoft Office experience
• Demonstrated ability to manage complex projects with multiple stakeholders
• Troubleshooting and resolving single customer issues with Windows, Mac, and Linux, Microsoft Office, Exchange, VPN, SharePoint, Mobile devices (including BlackBerry), and permissions
• Provide first-contact, remote support for desktops, laptops, printers, peripherals and other computer related devices
• Troubleshoot and resolve system hardware and software problems
• Have previously worked in a Helpdesk environment
• Have experience supporting the following areas –in this order of relevance starting with more relevant
• Respond and resolve tickets and incidents in accordance with company IT policies and procedures as they relate to customer support and updates
• Maintain inventories of all IT assets using the inventory collection process to secure Commonwealth assets
• Manage the upgrade of hardware and software when necessary to insure that all services are provided in a secure and timely fashion. This includes but is not limited to new Anti-Virus, Operating System patches, or other mandated software upgrades as directed by company standards and practices
• Clearly communicate and/or escalate to their supervisor any IT operations issues or disruptions (planned or unplanned) to minimize user impact
• Assist Telecom with movement of IP phones as required
• Work collaboratively with internal and external groups in a team environment to improve overall customer service and support
• Provide / utilize any and all resources available through company and other sources for assistance with problem resolution
• Implementation of IT enterprise images for Desktops /Laptops according to procedures and policy to insure a consistent environment
• Responsible for timely response and support during scheduled and authorized non-business hours to insure continuity of services to the network environment
• Install and move assets as required according to policies and procedures
• Assist / lead with meetings special projects and other requests as required to maximize the efficient use of IT resources
• Complete all activities within security policies and practices to insure the safety and privacy of data, its clients and its resources
• Act as the contact person for office wiring / cable installations and performs related duties as required
• Required to travel to various sites as needed or requested
• Participate in team meetings as required
• Install, configure, and support state issued mobile devices
• Troubleshooting and resolving Network issues and infrastructure as required
• Configure and maintain backup and restore process to include swapping tapes, restoring files, and transfer of media in accordance with policies and procedures
• Participate in the development of the documentation of servers, infrastructure and practices by providing written and/or verbal communications to effectively maintain a resource of standard practices
• Provide consultative IT services to IT management and site teams as needed
• Mentor other IT professionals to insure their professional growth and skill set improvement
• Build and restore severs as required
• Maintain Disaster recovery package for server rooms as required
• Review server event logs on a daily basis to ensure optimal performance and identify potential issues
• Perform all duties as required and directed
• Knowledge of hardware / Microsoft Desktop and Server operating systems through current version
• Experience supporting MS Office Suite / working with Active Directory
• Knowledge of, and experience with the Local Area Networks (physical and logical)
• Knowledge of capabilities and limitations of computer hardware, Servers, PCs, Laptops, Printers and Peripherals
• Knowledge of IT industry standards
• Can communicate professionally both verbally and written with peers and management
• Ability to understand the laws, rules, regulations, policies, and procedures, standards and guidelines governing all activities
• Knowledge and experience with basic security measures and requirements
• Valid driver license and access to a vehicle

Wawf Help Desk Support Resume Examples & Samples

• Typically requires a Bachelor’s degree or equivalent, and two to four years of related work experience
• Must be able to pass NACI to obtain CAC for access the USMC network
• At least one year of experience using or supporting WAWF

IT Help Desk Support Associate Resume Examples & Samples

• High school diploma required; Associate's degree in Computer Science, MIS or similar disciplines strongly preferred
• Minimum 3 years IT Help Desk experience
• Must be able to independently build PC's and manage all site phases of the PC deployment process
• Ability to prioritize requests while simultaneously managing multiple tasks
• Initiative, with high energy and enthusiasm
• Strong organizational skills, with high focus on details
• Effective verbal & written communication skills
• Superior customer focus orientation with consistent demonstration of a positive attitude
• Focus on teamwork and personal flexibility
• Familiar with technical terms, concepts, & components of networks & databases
• Prior knowledge and experience with SAP
• Prior knowledge and experience with Office 365
• Past education, experience, or training in relevant computer fields
• Provide technical and procedural assistance via phone, email and chat
• Diagnose and resolve technical software issues related to the Prometheus Analytics
• Application infrastructure stack
• Research issues using available information resources
• Implement issue resolution and/or advise user on appropriate action
• Provide Root Cause Analysis reports
• Escalate problems to tier 2 and tier 3 level support as required
• Track and route problems and requests and document solutions
• Assist senior IT staff as needed
• Working knowledge of Ubuntu and/or Red Hat Linux
• Working knowledge of MySQL or other relational databases
• Demonstrated knowledge of basic shell scripting or other scripting language
• Demonstrated knowledge of basic SQL queries
• Comfortable with VPN and Remote Access technologies
• Ability to assist others with complex issues in a professional manner
• Learning and initiative skills
• Strong problem analysis and problem solving skills
• Install and modify computer hardware, peripherals and software
• Write training manuals and provide on-boarding and conduct user training sessions
• Manage PC setup and deployment for new employees using standard hardware and software
• Follow up with business users to ensure issue has been resolved
• Following agreed procedures and quality standards, notify users of disruptions to normal service delivery
• Assist the BI Analyst and Network Administrator as needed

Help Desk Support Agent Resume Examples & Samples

• Extensive work experience within own function
• Work is frequently completed without established procedures
• Works independently
• May act as a resource for others
• May coordinate others activities
• Associate's Degree (or higher) OR High School Diploma 3+ years of call center experience
• Ability to gain access to Cerner Community Behavioral Health/CCBH (formerly known as Anasazi)
• 2+ years of Help Desk experience with user applications support OR
• 2+ years experience using mental health computer application (including data entry and report submission)
• 1+ year of Customer Service experience
• 6+ months of experience with providing basic training in group settings
• Experience with computer hardware
• Customer service experience in a call center
• Excellent customer service skills and good oral and written communication skills
• Must be a detail-oriented self-starter team player
• Excellent listening skills and ability to take direction
• Represents company to external and/or internal customers, answering product or service-related questions
• Provide IT Support to the Information Technology Division at Naval Surface Warfare Center, Crane (NSWC Crane) located in Crane, Indiana
• Excellent interpersonal skills to communicate with customers and other team members
• Must be able to obtain and maintain a secret security clearance. Prior to first day of employment must have successfully completed security paperwork and have approved fingerprint cards
• Must be 8570 IAT I certified prior to first day of employment and must provide documented proof of certification
• Previous help desk experience highly desired

Help Desk Support Service Resume Examples & Samples

• Qualified candidate must have a diverse technical support background and the ability to support a wide range of technical issues at a high level
• Minimum qualification is 3 years’ experience in Help Desk operations
• A+, Network+ and Microsoft Certified Solutions Associate (MCSA) Windows 7 certifications
• Answer and resolve inbound technical calls at a corporate help desk, efficiently and professionally, in a call center environment
• Proficiently manage the resolution of inbound technical calls; balancing the need for customer service and issue resolution
• Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows XP / Windows 7 environment
• Using remote control tools to assist customers when needed
• Accurately, quickly, and efficiently record all interactions with customers in an incident management tracking or ticketing software
• Anticipates customer needs and proactively identifies solutions
• Meet or exceed statistical metrics regarding; ticket and call quality, first call resolution, schedule adherence, and call handle time
• Escalate high priority, high impact issues to the internal support teams
• Adhere to a regimented schedule (start/end times, lunches, breaks, off phone time, etc.)
• Bachelor's degree preferred, but HS Diploma/GED and 1+ years of experience accepted
• 1+ year of experience in a technical call center environment. (preferably in a help desk with experience with resetting passwords and verifying permissions)
• Experience using an incident or call tracking software or customer service software
• Must be authorized to work for any US employer
• Analyze and resolve application and/or technical support issues upon first contact with internal employees by responding to incoming support requests by way of telephone and electronic communication (e.g. e-mail messages, instant messaging, ticketing system, etc.)
• Ability to resolve problems via remote management tools or provide/dispatch deskside support (occasional travel to locations may be required)
• Develop polished and professional learning content suitable for direct distribution to employees such as job aids, quick reference guides, FAQs and multimedia visual aids
• Conduct periodic training sessions such as individual new hire onboarding and on-the-job training
• Obtain/maintain the customer-focused, professional and technical skill sets needed to support the organization's support needs (e.g. application, hardware, network infrastructure, etc.) as well as the implementation of any new initiatives/solutions that the company pursues
• Participate in IT Emergency Pager Rotation
• Primary customer service contact, addressing household concerns, answering questions and ensuring long-term and accurate usage of equipment
• Builds solid, productive panelist relationships through positive communication
• Investigates and resolves proprietary system generated panelist performance issues
• Strong customer service and human relations skills
• Fluent in both Spanish and English languages
• Outbound and inbound call experience
• Problem solving, and performance analysis abilities
• Capable of working evenings and at least one weekend day each week
• Excellent organizational skills and ability to meet deadlines
• High School Diploma required, College degree or equivalent experience preferred
• Viewed as having the experience and enough knowledge to be able to handle unusual and seldom-occurring job events with minimal assistance from others
• Advanced skills in a particular software application or specialty such as electronic mail, or the ability to access and manipulate computer data using SQL and DDA, or client-server environment
• High school education or equivalent and 3+ years technical training
• Provide first line response for users requiring assistance with information technology issues
• Escalates more involved problems
• Provide timely password resets
• Troubleshoot computer and basic networking issues
• Create new users and assign permissions in Active Directory
• Create email accounts and maintain email distribution groups
• Move and setup computer workstations and all related equipment for staff and new hires
• Maintain complete and accurate computer asset information
• Create and maintain documentation of process and projects
• Assists with downloading and posting of files as needed
• AA in Information Technology or equivalent work experience
• Working knowledge of Windows XP/Windows 7
• Strong conflict/problem resolution skills
• Provide IT support in accordance with companies standard operating procedures (SOPs)
• Perform diagnostics and research that may be required for application installations or removals
• Perform standard Windows 7 operating system tasks that include: Mapping network drives, Printers, File copy functions, Manual installation of software applications
• 6 months+ of customer service experience
• Technical education
• Non-Technical Skills/Personality

Help Desk Support Services Resume Examples & Samples

• Responsible for day-to-day operation of PACS equipment including image workflow, archiving, auto routing, prefetching and other related activities
• Provide primary desktop support for our client support team and radiologists
• Monitor and troubleshoot network, VPN, ISP and system issues, via phone and remote access
• Monitor mission-critical computer systems within the organization
• Monitor the real-time flow of patient data between medical facilities, data center servers and radiologists and respond to issues as they arise
• Responsible for on-call duties when scheduled
• Varied working hours may be required
• Coordinate and conduct end user training sessions as needed
• Create documentation and training materials when needed
• Maintain and produce required reports
• Problem solving management techniques to eliminate problems
• Team coordination, including schedule management for coverage and on-call
• Time management for team for Kronos and payroll issues
• Oversee projects for team assignments so as not to interfere with helpdesk coverage
• Oversee, communication within the helpdesk and to vendors & customers
• Provide status on any or all service impacting activity that effects the helpdesk support to direct manager
• Oversee Training for helpdesk team
• Help develop and use helpdesk reports to manage the helpdesk and continued advancement of the technical skills of the team
• Mentor employees, conduct performance evaluations if applicable, counsel and provide disciplinary actions to assigned personnel with a goal of developing a team oriented approach with positive results. Assist in driving performance management. Comply with all employment laws and support affirmative action/equal opportunity and diversity goals
• Help Desk/Phone support
• Server+ or something similar a nice to have

Help Desk Support, NC Resume Examples & Samples

• Utilize Remedy to properly document and respond to incidents, service requests, updates, patches, configuration changes and maintenance for a wide variety of equipment to include printers, workstations, laptops, servers and network equipment
• Identify and/or troubleshoot problems and interface with external service providers on a wide range of issues to include networks, Microsoft Exchange, Active Directory, DNS and DHCP
• Troubleshoot laptop, desktop, peripheral and server hardware problems and coordinate maintenance with vendors as required
• Create and manage Microsoft Active Directory objects to include computers, security groups, distribution groups, and users
• Configure and troubleshoot iOS and Android mobile devices
• Monitor, troubleshoot and repair basic network problems to include the management of internal office cabling
• Test locally approved hardware for compatibility and usability with customer gold images and other baselines
• Support information assurance (IA) staff in creating and maintaining certification and accreditation (C&A) packages
• Install, repair and configure computer equipment and peripherals
• Maintain and update disaster recovery procedures
• Assist in performing configuration and security compliance scans to include remediation of findings
• Answer Service Desk Phones / Chat / Email
• Create and route tickets
• Tier 1 Customer Support and Troubleshooting
• Successful candidates must possess excellent customer care skills including telephone, verbal and written skills
• Beneficial skills include experience with public sector customer care and Cisco Unified Contact Center IPT system
• Must have telephone help desk experience in a call center environment
• Knowledge and troubleshooting experience in Microsoft Office 2007/2010/2013/365 (ie Word, Excel, PowerPoint, Access)
• Knowledge and troubleshooting experience in Microsoft Outlook 2007/2010/2013
• Knowledge and troubleshooting experience in Windows XP, 7, 8.1 Operating Systems
• Knowledge of Citrix and VPN
• Knowledge of Active Directory and user account changes a plus
• Knowledge of mobile devices (ie Apple, Android, Windows phones and tablets)
• Ticketing system experience is a very strong plus
• Support customers via phone and remotely to assist with service call tracking and dispatch
• Assist billing team with meter reading retrieval from customer where data collection agent cannot be connected
• Log and monitor service calls through our ARC developed web based application
• Place service calls with service vendors for MPS placed equipment
• Keep customers informed of progress and status of calls
• Assist customers with media and supply orders placing orders through our online supply portal as needed
• Good communication skills required
• Answer inbound phone calls from 800 number and direct to the correct department or assist with opening service or supply calls
• Must work well individually and also in a team environment
• Knowledge of large and small format devices preferred
• Must be able to multitask while maintain quality and control
• 1+ year in a copier/printer support role preferred or equivalent experience in customer support role
• Familiar with computers and web browsers
• Great phone etiquette
• Reliable transportation
• 1+ years in a customer service support role with heavy phone support a must with the ability to interact with web based applications through a browser. Help desk or service call workflow would also be preferred. The considered candidate must have excellent customer service and phone skills
• 2 years + technical support experience or certifications
• Basic networking support experience or training
• Previous experience using and supporting Win XP & Win 7
• Must be able to work weekends/evenings on a regular basis
• Some travel to local stores may be required from time to time for training
• Previous experience in a technical help desk environment
• Previous experience troubleshooting wireless components
• Prior experience supporting a retail environment
• Familiarity with ITIL framework best practices
• Provide quality first level support to users via telephone and email with limited direction
• Escalate issues to senior staff and/or other departments as appropriate
• Communicate issues effectively to team as well as other groups
• Document issues according to established processes
• Follow defined departmental policies, processes and procedures
• Meet predetermined schedules and mandated deadlines
• Ability to manage multiple and, sometimes, competing priorities with some guidance
• Process requests for hardware and software
• 3 to 5 years experience serving on a telephone response Help Desk/Service Desk
• Knowledge of Ticket Management Systems (e.g., ServiceNow)
• 3+ years experience with PC hardware/software desktop support
• A Bachelor's degree from an accredited institution or an equivalent combination of education, including certifications and experience. Degree or certifications should be in Computer Science, Information Systems or a related area
• Must have legal right to work in the U.S
• Windows 7, 8, 8.1
• Microsoft Office 2010, 2013 (Outlook, Word, Excel, PowerPoint)
• RSA Administration
• Mobile Devices (Blackberry, iPhone, Android)
• Virtual Private Networks (VPN)
• Active Directory & Exchange Account Creation and Maintenance

IT Help Desk Support Engineer Resume Examples & Samples

• Telephone support and/or shift hours mandatory
• Provide timely and professional technical support for all IT incidents received by phone or through the web self-service tool
• Respond to all escalations on a timely manner in line with the Incident Handling Policy
• Provide updates to the customers per the Incident Handling guidelines. Updates include managing updates notifications, Email and Telephone communication
• Diagnose incidents utilizing administration tools or remote control utilities to troubleshoot PC, operating system or system incidents
• Document all troubleshooting and incident management actions via the electronic incident management system in a timely manner
• Perform technical escalations in line with Incident Handling policy
• Ensure incidents are routed to the proper next level/organization as part of the incident management process
• Liaise with other relevant departments e.g. Office IT, Infrastructure, Security, Data Center, etc. to ensure all incidents are managed properly
• Maintain a good degree of technical knowledge of all Orange Business Services IT services and applications
• Maintain a thorough understanding of the tools, systems, and processes required to provide quality customer support
• To resolve by himself/herself most of the incidents relevant to the scope of expertise
• Undertake any other reasonable task as assigned

Robotics Process Automation Help Desk Support Resume Examples & Samples

• Receive training on robotic process automation and service desk support tools
• Record/troubleshoot/diagnose incoming tickets using the support portal and tools
• Analyze and resolve, or determine routing of the ticket, based on the defined process, recording each step along the way into the support desk system
• Coordinating with vendors, clients and team members based on ticket routing/escalation
• Obtain and record all pre-requisite information for the ticket before reaching out to any team members, and update the ticket information as the ticket advances to resolution
• Participate in engagement hand off when clients are eligible to receive support, and maintain the database for easily identifying resources assigned to a client
• Attend incoming support calls and create tickets timely, accurately and completely
• Update ticket statuses and comments after each interaction precisely
• Escalate to management at appropriate times
• Manage the knowledge base with latest updates on product releases, organize and maintain articles and FAQ’s
• Analyze tickets periodically to determine relevant FAQ material and generate metrics
• Make recommendations to the management to constantly help improve processes
• Outreach to clients and team members with best practices and other informational updates
• 2+ years’ experience of working on a help/service desk
• Excellent interpersonal communications skills
• Excellent customer service, written and verbal communication is a must
• Experience using cloud based ticketing portals
• Excellent troubleshooting skills applying logic
• Taking ownership of tickets and driving to quick and effective resolutions
• Articulate, speaks and writes English well
• Self-starter, accustomed to working in a busy and dynamic environment
• Knows how to prioritize requests effectively and efficiently and work with a sense of urgency as determined by the client or management
• Able to work with various systems, platforms, operating systems, languages, tools and technologies
• Projects professionalism, enthusiasm, and a “can do” attitude
• Works well with others in a team atmosphere
• Knowledge of and skill in supporting: Microsoft Products (Internet Explorer, Outlook, Word, Excel, etc)
• Knowledge of and skill in supporting: printers, monitors, keyboards and other computer devices
• Knowledge of office equipment such as: phone system, voice mail, personal computer, calculator, facsimile, and copy machine
• Ability to pay close attention to detail and coordinate various activities simultaneously (multitasking)

Help Desk Support, Analyst Resume Examples & Samples

• Requires individual to exhibit outstanding and uncompromised customer service at all times
• Serve in a leadership role by assisting other associates with incidents and providing updates to the team on impacting issues
• Ensure that all incidents created/updated/followed up by the team are properly created, escalated, and updated according to defined processes
• Serve as a service desk Subject Matter Expert (SME) resource
• Assist management with staffing, scheduling, and new hire training
• Maintain an expert capability level within ticketing and alerting systems
• Troubleshoot issues by consistently using defined troubleshooting questions and methods
• Multi-task between multiple critical or high severity issues
• Initiate event bridges that result from an outage or critical event. Must be able to correctly determine the impact and urgency of issues and respond appropriately, according to pre-defined process
• ITILv3 Foundation certified
• Associates Degree in a related technical discipline, or the equivalent combination of education, technical training, or work experience

Lead Ci-aco Help Desk Support Coordinator Resume Examples & Samples

• Performs SF training in-services with newly hired MPV CI/ACO Help Desk Support Coordinators in the use of the SF Application
• Performs SF training in-services with newly hired MPV CI/ACO Help Desk Support Coordinators in provisioning end users in Access Dignity Health (ADH) and in the Athena Health Population Health web based application
• Perform SF training and in-services with newly hired Clinical Integration Network (CIN) staff in use of the SF application and the continuous training of existing network staff as needed
• Coordinates/distributes CI/ACO Help Desk Service Requests to MPV CI/ACO Help Desk Support Coordinator team members
• Assists Credentialing/CI-ACO Help Desk Manager in the development of written policies and procedures for CI/ACO help desk functionality and reporting
• Active participant in weekly/monthly conference calls and web ex meetings with the various CI/ACO networks, Dignity Health SF and IT Staff in relation to upcoming CI projects and/or improvement in SF functionality
• Acts as the primary contact for CI/ACO Network staff, MPV and Dignity Health corporate staff, physicians and their medical office staff accessing data from SalesForce.com, CI/ACO Provider websites and the Dashboard reporting tool
• Completes, troubleshoots and resolves CI/ACO Help Desk Service Requests in support of CI/ACO Networks, Dignity Health initiatives and the Salesforce application and/or forward to appropriate CI Network Staff, Dignity Health staff for resolution
• As directed by Credentialing/CI-ACO Help Desk Manager, CI/ACO Network Program staff, Dignity Health SF or Dignity Health IT, directs the CI/ACO Help Desk Support Coordinators to open support tickets with Population Health Management (PHM), for break/fix items related to the Dashboard reporting tool, CI/ACO Websites, Care management and referral solutions and other Dignity Health enterprise CI/ACO applications submitted by end-users
• Communicates with or directs CI/ACO Help Desk Support Coordinators to communicate with end-users regarding status/disposition of all support requests
• Perform Quality Check on all proposed candidates for participation and active participating providers as directed by CI/ACO Network
• Provide first line response for users requiring assistance with basic technical issues and problems pertaining to district office applications
• Provide first line response for agents requiring assistance with basic questions and issues pertaining to handheld computer
• Provide first line response for users requiring assistance with basic questions and issues pertaining to agent web portal
• Diagnose and resolve basic technical hardware and software issues on the platforms for which the helpdesk bear responsibility
• Track issues to resolution, updating the internal knowledgebase and/or communicating information to relevant business units
• Assist in developing ideas and procedures for improving field-based applications and reducing support calls and issues
• Assist in the coordination and control of equipment provided to the district offices and agents
• Quality assurance testing of hardware and software prior to roll out to user base
• High school diploma required. College degree or equivalent IT experience with technical support issues preferred
• 1-3 years experience and one year help desk experience preferred
• Above average verbal communication, documentation, and problem resolution skills

It-help Desk Support Level Resume Examples & Samples

• Functions as the first line of support for the end user
• Assists with problem triage, resolution and/or escalation
• Provides low level monitoring of the system monitoring tools, helping to circumvent a problem from developing
• Takes the lead in personnel and equipment moves/adds/changes and replacement
• Responds to and diagnoses problems through discussions with users; Includes problem recognition, research, isolation, and resolution steps
• Records the action(s) taken and follow up on deferred actions
• Reallocate problem calls to an alternative relevant support group
• Resolves less complicated problems immediately
• Is aware of and adheres to escalation procedures
• Works with and uses a trouble ticket help desk system
• Has intermediate knowledge of back office applications
• Helps maintain a help desk user self help/self diagnosis and solution system
• Associates degree in computer science/engineering or equivalent
• 1 year of experience in an information technology field, with at least 6 months in a customer facing role
• A valid TN Driver's License is required
• Oral and written communication, interpersonal, and analytical skills
• Basic knowledge of computer hardware, operating systems and network related technologies
• Use of MS Office Suite of software products (Outlook, Word, PowerPoint, Excel) and experience with MS Exchange and Active Directory
• English language skills required
• Flexible hours
• Less than 10% travel is required
• Associates Degree in a relevant field and at least two years of related experience. (HS Diploma - GED / 5 years Associates / 2 years)
• Use of collaboration tools (chat, instant meetings, SMS Remote Desktop, Virtual and Computer-Based Training)
• Candidate MUST have an active Security+ (CE) certification. Security+ (CE) certification expiration date must be provided for all candidates
• Answers, evaluates and prioritizes incoming calls, voicemail, e-mail and in-person requests for IT service in a professional courteous manner
• Follows standard help desk operating procedures to accurately log all requests using establishing request tracking software
• Builds rapport and elicits problem details from help desk customers
• Prioritizes problem requests and escalates when required to the appropriately experienced technician
• Notifies IT management of all critical requests and issues
• Learns fundamental operations of commonly used software, hardware, and other equipment
• Provides solutions, advice and/or recommendations in a quick and timely manner
• Provides knowledge transfer of important events during shift change to next Help Desk Support personnel
• Provides continuous monitoring of the Network Operation Center system monitoring screens and react to service degradation indicators
• Provides periodic on-call support as the business requires
• Excellent knowledge of common operating systems and software applications
• Excellent Knowledge of basic computer hardware and end-user desktop environments
• 2-4 years customer service experience preferred
• Experience working in a fast-paced high demand environment
• System implementation experience is preferred
• Strong oral communication skills
• Ability to effectively prioritize and multitask effectively in a high pressure environment
• Ability to provide the coaching and guidance required for junior technicians of the team
• Provide timely, independent production support for PTD's products
• Log new client issues reported via email and phone within Lotus Notes and ServiceNow ticketing systems
• Answer incoming phone calls and escalate to proper teams
• Responsible for daily client communication, service request management and assignment of production issues to corresponding Level 2 support teams
• Ensure that the client is educated on relevant FIS products
• Work within predetermined issue response time frames where applicable
• Work with management to achieve system and corporate goals
• Quick learner and self-motivator
• Strong written and verbal communication
• Able to work independently and within a team
• Strong analytics and problem solving abilities
• Highly organized with the ability to manage a heavy workload in a dynamic environment
• Basic understanding of the exchange traded derivatives and securities industry is helpful, but not required
• Demonstrate a willingness to aggressively pursue industry knowledge
• Fluency in Spanish and/or French is highly desired

Manager, Help Desk Support Resume Examples & Samples

• Manage multiple medium-sized Support Teams working as per ITIL framework i.e. Incident Management, Request Fulfilment, Access Management, Change Management, Problem Management
• Interact with Business Partners/Clients
• Be accountable and responsible for GS team’s deliverables
• Project risk management - identifying, reporting and tracking towards closure
• To take care of all required operational / logistics things on GS and projects side e.g. Internal resource management, VISA processes, Travel arrangements
• Time tracking
• Liaise with other teams and all stakeholders
• To work directly with clients to deliver on business and organizational goals; communicating with broad range of BUs / client stakeholders, both technical and non-technical
• Facilitate kick-offs, strategic planning sessions with BUs, clients and management to determine the scope and objectives
• To prepare and present senior management review presentations
• Publish weekly/monthly dashboards
• Conduct weekly meetings with BU, Clients and Team
• Prepare and maintain project management document from GS process point of view
• Knowledge of CMMI and other quality processes
• Should understand dashboard and metrics (Financial, Capacity, Utilization, Quality)
• Proficiency in MS office tools (Power Point, word and excel etc.)

Help Desk Support Asociate Resume Examples & Samples

• 3+ years of relevant experience in a technical support/help desk environment. Preferably supporting global clients with excellent communication skills
• Strong understanding of OS, Office suite, Outlook, VPN, Wireless, Mobility, Desktop and laptop issues
• Perform Real-Time Monitoring, Investigation, Correlation, Analysis, Reporting and Escalations of Security incidents from multiple log sources - Firewalls, Web servers, IDS, IPS, McAfee ePO & Symantec Web Gateway (SWG)
• Perform imminent malware (Angler EK, Qakbot) attack analysis through IPS, SWG logs and Wireshark tool & take appropriate steps
• Configure policies, rules and also blocking suspected IPs in IDS, IPS and SWG
• Do patch rating for servers/workstations as per Microsoft Security Bulletin released on every Patch Tuesday. And also execute post patch activity for our security/DMZ servers
• Prepare client Daily/Weekly/Monthly/Quarterly incidents status reports and share with higher management. Created documents for technical/operational references also
• Sharing security advisories on various threats (DDoS, Trojans, ransomwares) to the management regularly
• Conducting bi-weekly review calls with higher management to discuss about emerging cyber threats and also to track SLA
• Co-ordinated with other security towers and onshore teams for day to day operations
• Trained beginners on processes & best practices for uniform organization throughput
• Strong in technical and analytical skills
• Solid experience in problem analysis and resolution of common software problems
• Must excel in a fast-paced, agile environment where critical thinking and strong problem solving skills are required for success. Should be positive, proactive, and readily embraces change
• Ability to handle clients professionally during all interfaces
• Should be capable of working in a 7*24 support environment
• Provide troubleshooting and technical support via phone, web based tools internal supported applications
• Advise customers regarding the product's proper use and address specific user issues and requests
• During problem escalations, act as a liaison between customers and Tier 2 supports. Candidate will assist the customer base during various installation processes
• Adequate knowledge of products, system utilities, and operating systems to investigate system issues and provide accurate solutions to them
• Represent CompuCom in a professional manner and communicate effectively to stakeholders
• Maintain the highest level of customer satisfaction by resolving all technical and non-technical issues and concerns
• Provide deskside technical support as well as telephone based support with and without remote-control tools
• Troubleshooting of IT related problems from software to hardware, such Laptops, PCs, and Printers
• Thorough troubleshooting and information gathering prior to escalating issues
• Creating/maintaining user accounts, resetting passwords, creating groups etc
• Arrange for external technical support where problems cannot be resolved in-house
• Other duties as assigned by Technology Service department leadership
• Microsoft Remote Desktop Services
• Sonicwall Firewalls
• HP iLO and System Insight Manager
• HP ProCurve switches
• Microsoft SQL Server 2005/2008/2008R2
• Microsoft, VMware, Citrix and Sonicwall certifications would be considered a strong asset
• Provide Level I Help Desk support and resolve problems to the end user's satisfaction
• Monitor Service Desk for tickets assigned to the queue and process first-in, first-out based on priority, as well as priority level set on the ticket itself
• Assist field sales with mobile devices, both hardware and software
• Walk staff through problem-solving process
• Report unresolved issues to the Service Desk escalation
• Experience processing and managing high volume Tier 1 and 2 helpdesks (at least 40,000 tickets annually) related to computer problems, domain account/access, password resets, CAC pin resets, and mapping to shared drives/printers/peripherals
• ITIL Foundational Certification required (must provide certification)
• Security + CE Certification required (must provide certification)
• Level 1 troubleshooting and resolution including, but not limited to, Active Directory, Zero Client (CDP), CHCS, AHLTA, Essentris, and other supported systems
• Coordinates with end-user regarding installation or upgrades for legacy software
• Researches future equipment needs and keeps abreast of any changes in equipment and features provided by those assets
• Produces and updates Standard Operating Procedures (SOPs) for Blackberry, Android and Apple users
• Establish an automated notification for IDS, Firewall alerts, and other system failures to allow monitoring by contractor for after hour services
• Support of client operating systems and devices
• Support conference room technologies (audio visual, communications and collaboration systems)
• Provide training and support for the technologies used across campus to enhance collaboration and communication within Fluke and Fortive
• Five+ years of experience working in a IT support environment
• Conference room technology (Audio Visual, Communication and Collaboration) system support experience
• Experience supporting Windows 10 and Microsoft Office tools
• Associate degree in IT or related field
• Excellent interpersonal, verbal and written skills
• The ability to communicate and deliver training and support instructions on technical system
• Light to medium lifting/moving equipment

Tier One Help Desk Support Analyst Resume Examples & Samples

• Excellent Customer Service skills: candidates must be able to empathize with end users to provide exceptional customer service skills
• Remote VPN and User Account: ideal candidates will have a working knowledge of VPN remote access and user account troubleshooting in Active Directory
• Provide exceptional customer service while empathizing and relating to end users technical needs

POS Help Desk Support Resume Examples & Samples

• Will be Monitoring and triaging issues from inbound/outbound calls with field technician, network operations and vendors. Primary duties will be to support Hand Held Point of sale units and monitor POS systems and respond to escalations as required
• Really focused on strong customer service skills, outgoing, and clear and concise communicator and aptitude to solve problems
• Documents and reviews user problems using tracking software
• Ensures that second through fourth level technical problems are identified, tracked, resolved, and referred to the correct support groups as needed
• Knowledge of help desk support
• Demonstrated ability to take independent initiative
• Solid analytical and multi-tasking skills that result in solid decision-making skills and time management
• Enjoys speaking on the phone
• Ability to manager high volume with high accuracy
• Independently take the initiative to drive change in the organization through influence and leadership
• Associates degree in a business related field
• 3-5 years of IT customer service experience
• Worked within a Windows 7
• Supported mobile devices( iPhone/Android)
• Performing user account creation and modification in Active Directory
• Knowledge of enterprise desktop and user administrative tools including Apple/Mac, Active Directory, SCCM 2012, and McAfee EPO
• Intermediate hardware and software troubleshooting skills in a fast paced environment required
• Qualified candidates must have five years general IT experience. Three years prior specific experience in customer support
• Ability to work on various assignments simultaneously
• Communicate tactfully, verbally and in writing with department heads, managers, co-workers and vendors to resolve problems and negotiate resolutions
• Working knowledge of computers, internet access, and the ability to navigate within an automated system as well as a variety of software packages such as Outlook, Excel and Word
• Provide technical support to the user community in solving day-to-day issues and completing support tasks (call logging, troubleshooting / diagnosis, and resolution or escalation for desktop/laptop PCs, Apple computers and devices, phones, mobile devices, AV equipment, conference rooms, wired and wireless networks.)
• Provide End User training on tools and applications pertinent to the studio
• Configure, administer, and troubleshoot multiple systems to include Windows, Macs, Android, iOS
• Build, Image and Deploy Mac systems and Windows systems from scratch
• Assist in on-boarding / departure process of employees. Setup computers, monitors, printers
• Well-versed and comfortable troubleshooting Apple Mac computers and associated peripherals
• Well-versed and comfortable troubleshooting Windows 7 and Windows 10
• Performs basic administration tasks such as user account provisioning/deprovisioning, setup and decommissioning of telephones, printers, peripherals, hardware recovery and recycling
• Identify and troubleshoot basic network problems including switches, routers, Wireless, and Bluetooth
• Assists with Data Recovery, Data Integrity, and Data Backups

Help Desk Support Tech Resume Examples & Samples

• Handle calls and tickets in Remedy to troubleshoot MS Office, Office 365 and network connectivity issues
• Will be responsible for troubleshooting Hardware as well as software issues
• This team will become the experts for office 365 so these two consultants will have the opportunity to train on the products
• Provides Help Desk support that includes: initial problem determination, clear and concise documentation, diagnostics and information capture, resolution (when possible), customer status updates, transfer of service requests to appropriate IT or other workgroups
• Contributes current technical information and best practices to the knowledge base
• Experience with a Service Management tool, such as Service Center or Service Now
• Experience troubleshooting network connectivity, including LAN, broadband and VPN, 802.11 wireless and cellular-based internet services
• Experience using and troubleshooting email applications, such as Outlook or Lotus NotesSearch Jobs US
• Dealing with support calls from customers
• Managing incident tickets
• Managing the escalation of incident tickets
• Remote troubleshooting of Omnicell equipment, Windows and Windows Server
• Supporting our field-based Technical Service Engineers
• Scheduling maintenance of systems
• Analysis of department performance
• Testing and repairing faulty equipment returned to base
• Performing quality and safety checks
• Dispatching parts to engineers, and other duties related to supporting our installation teams and customers
• Participation in an on call rota, comprising of out of hours’ telephone triage and out of hours’ field based customer response
• Experience of working in a customer support / helpdesk role
• ITIL Awareness
• Must have 1st and 2nd Line Helpdesk Support Experience
• Excellent organizational skills which would lend themselves to scheduling other staff
• Good general computer skills, particularly in Excel, Windows and Windows Server. Working knowledge of computer hardware and networks is required
• Experience of working in or for NHS or Private Hospitals would be beneficial but not essential
• Educated to a good standard, including Maths and English. Any fundamental IT, Electrical or Engineering qualifications (either academic or professional) would be advantageous. Willingness to learn is essential
• Experience with Microsoft Office Suite (Word, Excel, PowerPoint, Box, Outlook) and Experience with Skype/Lync
• Experience working with Windows Operating Systems and basic Network, Wifi Connectivity Issues and Cell Phone and Tablet Support
• Experience providing exceptional customer support to end users over the phone
• Seeking IT professional with an eager, positive attitude and ability to work as a team player
• A 4-year degree in Computer Science, Engineering, or related discipline is required
• Knowledge of commonly used concepts, practices, and procedures in the IT field
• Knowledge of computer hardware & software including the clients standard desktop & server operating systems, tools& utilities
• Successful completion of the IT Entry Logic and Problem Solving Test
• Passage of HAIR drug screening test is required
• Strong analytical abilities to quickly resolve technical problems, evaluate alternative approaches and to recommend the most feasible and economical solutions
• Availability to work rotating shifts and holidays and be on-call
• Strong analytical, communication, problem solving, and organizational skills
• Ability to work without close supervision while ensuring that tasks are done effectively and consistently
• Strong verbal communication skills, including the ability to document operations procedures
• Ability to effectively interact with a diverse user base
• Troubleshooting and resolving single customer issues with Windows, Mac, and Linux, Microsoft Office, Exchange, VPN, SharePoint, Mobile devices, permissions and ownership of a wide variety of account administration tasks
• Have experience supporting Account lockouts, VPN and networking, dispatching support, Outlook email and calendaring, Windows, laptop/desktop patch update, Linux basic command line use and Mac
• Provide examples of process improvement or waste elimination
• Leadership Principles in their work history and actions
• Strong Customer and communication skills
• Fluent verbal and written communication in English. This includes the ability to explain technical terminology to non-technical end users
• Well-developed troubleshooting skills
• Advanced Linux and/or Mac experience
• Ideally you are educated in Information Technology or related field and hold professional qualifications relating to Microsoft, Linux, and/or Cisco
• Ensure on meeting daily Key Performance Indicators
• Receiving end user calls
• Provide excellent verbal and written customer service for commission based agents being mindful of the financial services producer environment
• Incident resolution and recovery
• Ticket Closure
• Excellent troubleshooting skills, search skills, ability to approach problems logically
• Technology support and/or programming experience highly preferred
• Basic understanding of financial services sales and agent/callers’ perspective as they working in an commission based producer environment
• Customer service aptitude
• Customer service orientation and ability to work in a team
• Exceptional interpersonal and communication skills and ability to build rapport
• Strong keyboard and typing skills
• Salesforce Knowledge/Certification preferred
• Bachelors or Associates Degree
• SFDC Certifications
• Bilingual Requirements: Spanish and/or Portuguese

EMS Help Desk Support Resume Examples & Samples

• Receive incoming calls to EDI department providing accurate and timely support and problem resolution for electronic data interchange (EDI) questions from external and internal customers
• Responsible for providing support to external Trading Partners regarding submission and receipt of electronic batch transactions. Responsible for coordinating all activities involving the electronic testing process within established guidelines, answer questions regarding formats for all supported file specifications and answer questions regarding edits received on electronic response reports
• Responsible for providing technical support of billing software
• Responsible for provider client software support of billing
• Work directly with approximately 400 software vendors and clearinghouses regarding explanation of record specifications, implementation guides and telecommunication issues
• Instruct Trading Partners on new and current EDI telecommunication requirements. Must maintain a working knowledge of all EDI connectivity requirements including Internet file transfer, secure file transfer protocol (SFTP) and real time connectivity protocols. Must display the ability to learn about new connectivity methods and communicate concisely and accurately to Trading Partners
• Identify and investigate potential EDI connectivity problems
• Because of the financial impact to a Trading Partner’s business, periodic conditions arise which require tact and judgement based upon the knowledge of health care transactions and our EDI System. EDI Helpdesk Support Staff must be able to explain realistic problem resolutions to unhappy customers
• Must be capable of spending 85% of the workday on the phone and 75% of the workday on a PC entering data
• High school education or equivalency is required
• Minimum of two years experience in claims processing, membership, customer service or working in a hospital or physicians office is required
• Knowledge of PC hardware and software required (Windows and Microsoft Office applications)
• Knowledge of one of the following is required: health plan claim system, health plan membership system, provider billing system or provider Electronic health record (EHR)
• Knowledge of BluePrints (FootPrints) or other service desk or customer management systems is preferred
• Must be able to learn and use time sheet system and OnDemand
• Knowledge of American National Standard Institute (ANSI) X12 formats and implementation guides or clinical data standards is preferred
• Excellent communication skills are required to interview Trading Partner’s (including all levels of Medical Office personnel, outside software vendors, Clearinghouses, employer groups and internal and external programming staff) in EDI problem determination of software (BCBSKS/ASK free billing software, practice management system software interface or communication software) and network connectivity problems and issues support
• Must be professional and work well with all customers, both internal and external in explaining problem resolution
• Must have the ability to learn and understand complex record layouts and implementation guides specifications including both the business and technical rules
• Must be able to instruct all Trading Partners as to the use of the record layouts and implementation guides. This includes both the business and technical uses
• A minimum of 5 years of technical support experience is required
• Systems Administration background preferred
• Strong knowledge of Office applications, Exchange email, Blackberry, VPN, SharePoint, Active Directory, LDAP, printing and Client operating systems including Windows 7 and 10, Macintosh OS 10.x, Ubuntu and Red Hat Linux
• Validated ability to troubleshoot and identify the root cause of issues
• A history of dealing well with ambiguity, prioritizing needs, and delivering measurable results in a dynamic environment
• Ability to program to solve problems and automate repetitive tasks in a common scripting or programming language such as Perl, PowerShell, and/or VBScript
• Experience packaging software with SMS or SCCM
• Flexibility, thinking on your feet, and strong analytical skills
• Demonstrated skill and real passion for operational excellence
• Experience in a Systems Administration or Engineering role
• Bachelor degree in Information Technology or related field
• Must have the ability to abide by all of Carters policies and procedures; specifically the attendance policy
• Must know, understand and follow all Standard Operating Procedures
• Retail Experience and or IT experience is a plus
• Working knowledge of Windows XP or WEPOS
• Experience with Epicor Retail Suite is a plus
• Proficient Typing Skills
• Microsoft Windows, A+ or Cisco Certifications are a plus
• Must have a sense of urgency
• High school diploma or a GED required
• Minimum 6 months of customer service experienceAbility to work in a highly structured environment
• Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, long periods working at a computer

Help Desk Support, Temporary Resume Examples & Samples

• Provide primary end-user support by responding to and addressing all Helpdesk support calls
• Resolve hardware and software problems of end-users from moderate to difficult scope and coordinate the resolutions of complex issues
• Create and configure new user accounts and configure and deploy computer hardware to end users in the CEBs
• Install and/or upgrade corporate software on company computers
• Maintain the operation of the existing Citrix equipment used to support remote sales personnel
• Perform other duties as may be assigned by IT management
• Assist in the management and use of the Video Conferencing systems and Web based collaborating systems such as Webex and Go-to-Meeting
• 1 to 3 years of experience
• Strong knowledge of PC based systems (Desktops and Laptops), mobile devices (Android, Apple) and associated wireless, printer and other PC connected technologies
• Strong working knowledge of Windows 7/8, Microsoft Office 2007/2010 and Microsoft Exchange
• Strong understanding of IT Infrastructure including networking and file sharing
• Strong customer service skills, responsiveness and the strong desire to learn
• Good communication skills required for customer interaction, problem description and problem solving
• Strong work ethic and professional attitude
• Ability to work in a break-fix environment and be able to prioritize and juggle multiple demands and deadlines

IT / Help Desk Support Intern Resume Examples & Samples

• Collect, document and manage help desk tickets
• Assist with deployment and management of endpoint software
• Contribute to troubleshooting efforts for computer hardware and software support incidents
• Set up and configure equipment for new hires
• Help to fulfill service requests ranging from staff moves to software installation
• Assist with asset management and inventory
• Office applications
• Data collection and analytical acumen
• Effective organizational, time management and multi-tasking skills
• Typically requires high school diploma or equivalent, and six months of related experience
• 1+ years of experience triaging calls, researching moderately complex problems and questions, responding with answers and interventions, providing on site assistance, tracking calls
• 1+ years of experience serving in help desk capacity providing phone and in-person support to users in the areas of software, peripherals, etc., problems; and serves as the initial point of contact for troubleshooting and resolving these problems
• 1+ years of experience interacting with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem
• Software knowledge/experience with Active Directory, remote desktop, VPN, SecurID, Internet Explorer, Adobe
• Desired knowledge in Citrix, Skype for business, Smart Card/CAT card support

Help Desk Support Coordinator Resume Examples & Samples

• Monitors help desk calls and responds appropriately to user requests and problems identified through review. Assists in coordinating the schedules of help desk personnel to ensure proper coverage. Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems
• Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems
• Must be US Citizen
• Ability to provide creative solutions to customers to address feature gaps, to display original thinking, and to develop innovative approaches and ideas
• Ability to express technical problems and solutions that the average end user can understand
• Ability to maintain a positive attitude in general and evoking an attitude of service toward the customer
• Strong verbal, written and effective communication skills
• Strong background in SaaS deployment and support required
• Background in Healthcare IT processes preferred
• Knowledgeable in phone, email or chat support
• Monitor service even through completion
• Experience in phone based remote role
• Familiar with computer technology
• Time management skills
• Knowledgeable in call routing and case management processes as well as case logging systems
• Minimum 6 months to 1 year supporting customers in a moderately complex helpdesk environment
• Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
• Follow standard processes and procedures
• Identify and escalate priority issues per Client specifications
• Accurately process and record call transactions using a computer and designated tracking software
• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
• Organize ideas and communicate oral messages appropriate to listeners and situations
• Follow up and make scheduled call backs to customers where necessary
• This list of duties and responsibilities is not intended to be all-inclusive and can be expanded to include other duties or responsibilities that management deems necessary
• Answer incoming calls from technicians
• Resolve issues following customer provided procedures
• Document issue resolution in customer provided ticketing system
• Expedite issues unable to be fixed at help desk
• Serve as backup to Depot services
• Test and configure equipment to be deployed to end users
• If interested, please send resumes to [email protected]**EEO Employer
• DoD 8570.1 Compliance and Security+ Certification
• Require a High School diploma with 6 to 8 years of Help Desk Support experience, with a technical associate degree + 2 years of Help Desk Support experience
• Working knowledge of Microsoft Office 2013, Win 8 -10 OS
• Exchange, VPN, Webex, Symantec Antivirus, Active Directory
• Working knowledge of iPhones and iPads
• Working knowledge of networked and stand-along printers
• Working knowledge of video teleconferencing
• Experience installing, troubleshooting, and repairing PC hardware and software
• A good working knowledge of PC hardware, software, mobile computing devices, peripheral equipment, and networking principles and functions
• Solid technical troubleshooting skills and a working knowledge of current technologies
• A+ certification is required
• Desk side experience
• Desktop experience with both hardware and software
• Mobile device experience
• Provide remote support and resolve issues for users whom may be at remote offices or home office users
• Provide written updates for problem resolution in ticketing system, knowledge bases, troubleshooting manual(s) and procedures, or on-line documentation repository
• Identify areas deserving attention in the technical support environment, and consult with management
• Associate's Degree from an accredited college or university required, equivalent experience will be considered in lieu of degree
• At least two (2) years of relevant Help Desk experience required
• Knowledge of and the ability to monitor logs and scheduled events, as well as report on problems and anomalies
• IT Help Desk support experience preferred
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio and Project)
• Government experience preferred
• Highly detail-oriented, organized, timely, and customer service-oriented
• Excellent attention to detail and good analytical skills
• Responsible for providing first level support for all end-users
• Troubleshoot and resolve hardware, software and voice/data communication systems issues
• Escalate calls when appropriate. Write concise, informative tickets
• Follow up on all tickets in a timely manner and follow through to resolution
• Experience using ticketing systems, writing technical support documentation and computer proficiency with hardware and software technologies are required
• The ability to multi-task, prioritize and work under pressure are required. Be willing to work flexible hours when appropriate
• Excellent customer service, verbal and written communication skills are a must. 3-5 years prior customer service, call center or help desk experience is required
• Support from 8:00am ET to 5:00pm ET weekdays
• Incident support of customer designated standard and non-standard coreload software
• Configure and deploy desktops and laptops
• Service Request support for installs, moves, adds and changes (IMACs)
• Support of laptops, desktops, tablets, smartphones telephony devices, printers, conference room equipment, infrastructure computing, Cisco Telepresence
• Daily multifunction printer check and conference room checks
• Must have at least 3+ years of experience supporting PC hardware and software. Must have a strong working knowledge of Windows 7
• Must be able to work with minimal supervision
• Must have the drive to dig into issues and suggest resolutions for repeat issues for implementation
• Internet Explorer /Chrome/Firefox
• Printer support and maintenance
• Windows 7 Core Image support
• Documentation creation and updating
• Associate Training
• Escalation point for Help Desk
• Walkup support rotation
• Escalate calls when appropriate
• Write concise, informative tickets
• The ability to multi-task, prioritize and work under pressure are required
• Be willing to work flexible hours when appropriate

Help Desk Support, Associate Resume Examples & Samples

• Provide technical support within Service Desk Team to internal users
• Support other cross functional Teams within IT when required
• Determines and resolves incidents and fulfil service requests, over the phone or remotely, related with our technology platform
• Support User Access Management (Active Directory, outlook, corporate applications)
• Troubleshoots and resolves PC hardware, software, terminal services, Windows operating system, Microsoft Office, VPN software, and printer equipment issues
• Uses ticket system tool to manage assigned Incidents and Service Requests, prioritize work effort, and track progress against deadlines/milestones/service levels
• Participates in the Team's 24x7 coverage model
• 1 year Knowledge installing, configuring, and supporting Windows operating system
• 1 year Knowledge building and configuring desktop and/or laptops in a Windows environment
• 1 year Knowledge of basic networking concepts. CCNA
• Basic administration knowledge of following technologies is a plus
• Excellent customer service orientation
• Good troubleshooting/problem solving skills
• Associate’s degree in IT or similar field and 2+ yrs of related experience managing/supervising IT support staff; Additional 2 yrs experience managing/supervising IT staff may be substituted for Associate’s
• Recent experience within last 12 months supervising employees in a phone support environment, familiar with service desk industry standards and SLA measurements
• ITIL Foundations certification or ability to obtain within 3 months of hire
• Strong people/leadership/coaching skills
• Experience with full employee life cycle
• Proven experience providing technical support in a corporate environment
• Familiarity with Government IT environment and administrative processes
• Technical certifications such as A+, N+, MCP, MCSE, CCNA
• Strong PC, application and network troubleshooting skills
• Proven verbal and written communications skills supporting end users in a call center environment and using remote support tools when required
• Top tier customer service skills and a commitment to the quality of the customer’s experience
• Hands on experience with Windows XP/W7, Active Directory and Microsoft Office
• Minimum 2 years prior Help Desk or Desktop support experience
• Experience with end user desktop support in a multi-building, corporate campus environment
• Posses a high level of independent judgment within established procedures
• Bachelor’s degree in CIS, MIS or a related field
• Windows 7 and Office 2007/10 experience
• Third party software familiarity, install and troubleshooting
• Strong knowledge of TCP/IP, DNS, DHCP and VLAN’s
• Familiarity with network cable and ability to make and crimp network cables
• Ability to use Fluke for network testing

Level, Help Desk Support Associate Resume Examples & Samples

• Experience with Active Directory and O365
• 2-3 years' experience in hardware and software support wit hte ability to perform troubleshooting and root cause analysis
• Strong customer service skills and capable of providing phone and deskside Level 2 support
• Excellent communication and customer interaction skills
• Ability to multitask in a dynamic environment with changing priorities
• Team player who is willing to provide support to a variety of tasks and to support unplanned high priority customer activities
• All candidates need to be able to work 1st/2nd/3rd shift hours and occasional weekends
• Need to be able to keep a log of all calls and be able to interpret instructions/scripts
• Need to be able to assess when something isn’t going the way it should, and have confidence to raise hand when help is needed
• Communication skills need to be *very strong* as well as written communication. No exceptions
• Must work well in fast paced, stressful environments
• All will work onsite at the client office in Bentonville, AR
• Experience with WAN/LAN connectivity, routers, firewalls, and security and
• Experience with remote management and monitoring /service desk support of end users
• The ideal candidate will have a minimum of three years of IT Support relating to technical issues involving Microsofts core business applications and operating systems
• May require an associate's degree in a related area and entry level to 3 years of experience in the field or in a related area
• Associate’ degree and three years’ experience in a comparable position
• Or a relevant combination of education, training, and experience
• Knowledge of Windows operating systems and applications
• Working knowledge of concepts, practices, procedures, protocols and implementation of electronic mail, networking, and the Internet
• Experience providing technical assistance and support for incoming queries and issues including troubleshooting as well as determining appropriate technical solutions for users related to computer systems, software and hardware
• Knowledge of installing, modifying and repairing computer hardware and software
• Experience performing email administration – working with system administrators to resolve problems, resolve user requests for assistance, administer mailing lists and educate on email best practices
• Prepare training materials, provide live training and desk side assistance
• Participate in the selection, training and supervision for the Help Desk student staff to maintain a proficient computer consulting service for the students, faculty and staff
• Requires excellent written and verbal communication skills
• Requires a professional approach to providing high quality services
• Requires high degree of confidentiality
• Willingness to work flexible hours as needed
• Knowledge of Linux and MacOS operating system and applications
• Knowledge of hand-held devices (Android, IOS, W8) and interaction with traditional IT services
• Experience with Help Desk trouble ticket systems
• MS Office, Windows XP, and Windows 7
• Remote access support tools, anti-virus software
• ITIL concepts and best practices, COTS software support
• VPN, and Knowledgebase tools
• Previous experience in a call center environment and experience in desktop and networking support
• IT concepts, help desk software is preferred

Level Help Desk Support Technician Resume Examples & Samples

• Excellent communication Skills both verbally and written
• Experience supporting eBiz and Marketing resources from a help desk
• AMCT Certification or similar preferred

Level, Help Desk Support Technician Resume Examples & Samples

• Experienced with Microsoft Office support in a professional environment. (Office 2010/2013 experience required)
• Experienced with Windows 7/10 support in a professional environment
• MAC certified or several years of MAC experience
• Has a solid understanding of Network infrastructure
• Experience with ticket management, ticketing queue software
• Organized, very thorough, and methodical in their approach to problem resolution
• Tenacious and willing to contact anyone at any level for a resolution
• Preferably Casper certified
• A+ or HP Certifications a plus
• Provide phone, email and in person support for 1000+ users in a multi-site environment
• Create, manage and modify systems for new hires and staff changes
• Knowledge of providing support to users within a Virtual Desktop Environment (VDI) on VMware
• Respond to calls/emails and independently identify and resolve problems
• Identify the nature of user problems, any loss of service, their impact to the user and the userÕs needs for a resolution
• Provide detailed technical support on a timely basis to non-technical users
• 2+ years of experience in a helpdesk environment with a ticketing system and SLA's in place
• MCSA is highly desired
• Demonstrate an understanding of VMware and virtualized environments
• Must have mortgage industry background
• Must have experience with Mortgage company applications such as Calyx Point and Delmar product suite
• Strong in Microsoft suite of product; Outlook, Word, Excel, PowerPoint etc
• Ability to work in a fast paced fluid environment
• High level of integrity and confidentiality required
• The Desktop Support Technician provides desk side support to a user community of approximately 2,200 on-site at a federal government facility in downtown Washington DC
• The Technician will use their knowledge of the Microsoft Windows 10 OS and Windows 7, Microsoft Office 2016 and O365, and Microsoft Active Directory to resolve and respond to customer questions and requests
• The most qualified candidates will be able to excel in these areas while working in a structured environment where service level agreement (SLA) performance and other best practice measurements are established as both team and individual goals
• Troubleshoot desktop and remote connectivity issues
• Configuration of Windows 7 and Windows 10 Desktop settings
• Assist with and troubleshoot client side network printing in Microsoft AD environment
• Software Installs and troubleshooting
• Respond to all support calls in a time and priority appropriate manner
• Maintain a positive and supportive attitude when communicating with requestors
• Coordinate with other help desk staff to ensure that in-office support is available during the store hours of operation. (including opening and closing procedures)
• Maintain a contact list of all systems staff that may be able to assist in resolving issues, including pager numbers, home phone numbers and mobile phone numbers
• Install User Documentation in the Documentation Viewer written by yourself and others
• Maintain and work a list of projects, when there are no support requests pending
• Undergraduate degree in Computer Sciences or Information Technology preferred or equivalent experience. Customer service experience in an IT environment, including the ability to communicate effectively with users at all technical levels. Must have ability to troubleshoot issues. Must have knowledge of windows operating environment. Experience with helpdesk ticketing systems
• Provide onsite hands on technical support and insightful advice to customers
• Focus on providing customers with best in class support experiences
• Acknowledge and address all customer queries, requirements and needs with patience and empathy
• Provide guidance and training to customers on current technology and IT policies
• Educate customers on new technology and processes to enhance technology adaption
• Promote self-help through the self-service portals
• Manage customer expectations to enhance the overall IT support experience
• Ability to provide outstanding customer service and support,
• Ability to maintain composure and customer focus in high pressure situations
• Ability to work independently, while engaging and supporting the overall team
• Minimum 3 + years of experience in customer service/support, client services or technical support role
• Bachelor Degree from an accredited College or University with a concentration in IT, Computer Science or related disciplines

Help Desk Support Team Lead Resume Examples & Samples

• Active leadership role supporting the day-to-day activities of the service desk
• Ensure calls and tickets are answered within appropriate customer service standards
• Use knowledge bases to diagnose and solve problems or properly escalate
• Use strong technical knowledge and experience in the areas of problem determination, creative solutions, and analysis
• Identify opportunity for and implement process improvements
• Responsible for proper escalation, performing root cause analysis, and resolving high level problems
• Responsible for Team communications and updates
• 1 year of experiencing working as a help desk agent
• High level of excel knowledge including pivot tables and advance reporting techniques
• 1 year knowledge/use of telephony systems
• 1 year knowledge/use of Service Desk ticketing solutions
• Extremely good time management skills; ability to multi-task
• Excellent grammar and English communication skills
• ITIL v3 Certification
• Visual Basic knowledge a plus
• As a VIP Technician, you will be the front line of CompuCom and interface with VIP customers onsite at their location and provide each user with white glove service for all IT related questions
• Troubleshooting their issue
• Resolving it or ensuring that the correct process is followed for resolution
• Customer advocate and coordination point for all customer issues and requests
• On-call and after hours support as needed. Skills need to succeed
• Advanced knowledge of installation and operation of relevant software, hardware, and other equipment
• Minimum of 3-5 years of related experience and training
• Microsoft MCP Certified a plus
• Ability to manage multiple, simultaneous tasks, client relationships and expectations
• Strong communication skills, Positive Attitude, Learning skills, Problem solving, Adaptability, Planning and organizing skills, Attention to detail
• Stress tolerance Additional skills required
• Videoconferencing (Telepresence Technology)
• TP/Conference Rooms (Technology Health check, Audio Video, Touch Panels)
• Room Scheduling System (Steelcase Room Wizards)
• Voice-Telecom (Avaya, ClearOne)
• Presentation TV's

Finpac Help Desk Support Resume Examples & Samples

• 2) Recommend, test, plan, and schedule system software upgrades and security releases on all workstations and servers
• 4) Demonstrates compliance in assigned job function and applies to designated job responsibilities. Takes personal initiative following all policies and procedures, Bank Secrecy Act, compliance regulations, and completes all required and job-specific training. Raises and/or addresses compliance issues for evaluation, investigation and resolution
• 5) Research new technology, and implement it or recommend its implementation
• 6) Products/Software
• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
• High School Diploma, GED, equivalent certification or military experience
• At least 1 year of help desk support experience
• Associates Degree in Computer Science, Information Systems, and Engineering, equivalent certification or military experience
• Mac integrated basics certificate or 1 + year of equivalent Mac support experience
• 1+ year of experience working with Windows 7 and Windows 10 Operating systems and 1+ year of experience troubleshooting Windows 7 and Windows 10 Operating systems
• Analyze each request to verify it contains all the required information to effectively work the request
• The HDSR works on-call rotations to assist our Secure File Transmissions clients
• Requires a high degree of mental dexterity so the HDSR can seamlessly multi-task between the products and clients
• *The final shift will be 11AM-8PM Monday – Friday. There is a rotational on-call duty that is required along with regular hours worked and occurs in 4 week intervals. On-call times are 8PM-10PM Monday – Friday, 12PM-6PM weekends and on holidays. The volume is low.***
• Work on Service Desk Tickets that come in via phone or email
• Troubleshooting, analysis and problem solving
• Follow up on outstanding requests and ensure timely resolution
• User Administration
• Coordination to Service Providers, i.e. Repair and Service of End Devices
• Manage and monitor internal assets to ensure accurate inventory records
• The instruction of users on all things IT
• Team player, independent work is expected
• Service oriented mindset and approach to work
• Apprenticeship, certification, or associate degree in IT related field or similar experience
• Working knowledge of MS Office and Adobe products, client operating systems (Windows 7) and AD (Active Directory) with a desire to improve your knowledge to expert level
• Min. 3+ years of related IT Service Desk or operations experience
• Excellent knowledge in Help Desk Services and User Documentation
• Good communication skills, including creation of user documentation and technical documentation
• Fluent communication in English
• Coordination and Organization skills
• Team player with a focus on service orientation
• Proficient reading skills
• Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly (Based on in house documentation)
• Technical Diploma preferred
• Ability to work in a competitive performance driven environment
• Ability to handle repetitiveness of calls from customers
• Holiday schedule to be decided by Management
• Comply with blackout periods as determined by Management
• There will be shift work involved
• Provide troubleshooting support via the Helpdesk hotline
• Remote desktop support – needs to be familiar with remote control software to work on workstations not local
• Active directory – Needs to be able to create new user accounts and ensure they get the correct permissionsccess
• In-depth knowledge and experience with troubleshooting and repair of workstations, printers, and other client
• Hardware; Microsoft Windows Operating Systems (7, 10), Microsoft Office Suite (2010, 2013) and MAC OS X
• 2 – 4 years of previous Helpdesk support experience with ticketing systems
• Basic Network Troubleshooting

Help Desk Support Tier Resume Examples & Samples

• A selfless heart
• A tireless resolve
• Monitor and respond quickly and effectively to requests received through the IS Helpdesk
• Collect appropriate and accurate information
• Properly escalate unresolved issues to the next level of support
• Provide technical assistance and support to Concentra colleagues for issues related to computer systems, corporate and clinical applications, and desktop hardware
• Respond to email, chat, and web messages from colleagues seeking help
• Walk colleagues through problem solving processes
• Log all information and interactions through corporate ticketing system
• Preserve and grow your knowledge of Helpdesk procedures, products, and services
• Proven working experience in Helpdesk/Call Center support or 2+ years of experience working in operational support role
• Able to work with minimal direction
• Ability to think outside the box
• Understanding of IT concepts/practices and experience with common service desk software
• Willingness to work any shift in a 24x7x365 environment, including weekends and holidays
• 3+ years of experience in computer hardware/software support
• Familiarity with government IT environment and administrative processes
• Strong working knowledge of Windows 7, IE 8 and higher, Google applications, VPN software, VDI, and other commonly used commercial products
• Ability to lead and direct the work of others
• A+ Certification is required
• 2-3 years of experience in a similar role
• Great communication/people skills

IT Help Desk Support Emeai Resume Examples & Samples

• He/She provides specialized technical support to an area of Information Systems services related to hardware, infrastructure, software, databases, networks or servers in order to ensure effective and efficient availability, deployment and maintenance of all Information Systems assets
• The IT Help Desk Support identifies, researches, analyzes and resolves information systems problems
• He/She records and documents hardware/software problems, system crashes, actions and solutions on the technical database in the problem management system in order to facilitate the monitoring of trends, recurring issues and service delivery
• In addition, he/she supports Division cell phone accounts including configuration and issue resolution
• The incumbent provides second level support by troubleshooting and repairing hardware (computers, and equipment), infrastructure (networks) or software (web-based applications, databases, word processing programs) and implementing corrective action to ensure timely resolution of user’s Information Systems issues
• He/She provides specialized advice to users on the optimal use of computer equipment and software to increase effective and efficient use by clients
• The incumbent installs PC and software, hardware and cabling, including non-standard configurations, providing connectivity where necessary
• Moreover, he/she orders and receives inventory items and forms required for processes such as computer setup, disposal of office equipment, etc
• The IT Help Desk Support responds to service desk calls and emails within a timely manner and provides status updates on open tickets
• He/She escalates more complex issues appropriately
• The incumbent provides feedback on commonly encountered problems and misunderstandings to enhance user documentation and/or training programs
• He/She displays excellent customer service skills, as well as in-depth knowledge of information systems and technology
• Qualified IT Specialist (vocational training) with several years of relevant experience in a similar type of position with progressive levels of responsibility
• Solid knowledge of computer systems
• Experience with network operation systems, LAN/WAN Protocols and PC/Server platforms
• Implementation and support experience including: Cisco, Juniper, Microsoft Office Products, Linux, Symantec, Solar, Winds, VMware, SAP, SQL Database
• Above average customer service, communication and time management skills
• Ability to work in team oriented, collaborative environment
• Hands-on hardware and software trouble shooting experience
• Analytical, mathematical and creative problem-solving skills
• Attention to detail, self-motivated and directed
• Ability to conduct research into systems issues and products
• Fluency in speaking & writing in English, German

IS Help Desk Support Technician, a Resume Examples & Samples

• Provides tier 1 Service Center phone support assisting with clinical and technical questions and issues for PHC work force members
• Knowledge of basic principles and methods of information processing, operating systems, system utilities and technical methodologies used in desktop applications support
• Good listening, analytical and problem-solving skills
• Ability to assess the needs of customers for IS-related requirements and get problems resolved
• Ability to work independently and stay focused and friendly under pressure
• Excellent communication, facilitation, project management, organizational and time management skills

Entry Level Help Desk Support Resume Examples & Samples

• Assist customers with inquiries (phone and email), such as applying course credits, providing log in credentials, course assignments/changes, and “how to’s”
• Generate attendance reports in OmNovia, Outlook and the BOU system
• Add dealership profiles to the system and assign curriculum to students
• Create usernames and assign curriculum for BD College attendeees
• Assist Consultants (Executive Coaches and Process Coaches) – address inquiries and system error messages. Activate student profiles and ensure proper courses are assigned
• Upload new courses
• Create and maintain course calendars; convert to .pdf; publish to clients
• Produce monthly and quarterly reports via MS Excel spreadsheet
• Create Outlook calendar invites for each course facilitator
• Send course reminders to students
• Update Workbooks with new course information
• Create and edit information in Sales Force
• Good communication skills-ability to interface with clients over the phone
• Ability to analyze and troubleshoot level 1 technical issues
• MS Office proficient
• Ability to multitask and manage distractions and interruptions daily
• Ability to understand customer needs and expectations and provide excellent service
• High School diploma or some college
• Customer support background
• Outstanding communication and customer service skills
• Effective in a high-paced work environment, requiring multi-tasking to meeting multiple deadlines
• Provide first-level problem resolution for information systems services, including problem definition, research and resolution of complex situations
• Provide employees and clients with support and instruction via e-mail, telephone, remotely and on-site for various software and hardware issues
• Troubleshoot and resolve PC related problems involving Microsoft software and numerous 3rd party software applications in a distributed environment; (Windows XP,7,8,10 and MAC OS X 10.7-10.11.3)
• Track and log all Help Desk calls
• Thorough knowledge of Windows 7&10 Operating Systems, proficiency with Windows 8 and Macintosh OS required
• Thorough knowledge of Active Directory, SCCM, Exchange admin center, Microsoft Office 2010 -16, especially Excel; Office 365 CRM, along with Webmail, Citrix, RDP, Multifactor Identification and F5 environment an asset
• Diploma in Technology and/or MCSE certification an asset; CompTIA A+ Certified or proven equivalent experience
• Quote services - Thomson ONE / Market Q / Capital IQ / FactSet experience required
• Experience with the following applications is also considered an asset

Information Systems Help Desk Support Analyst Resume Examples & Samples

• Associates degree from an accredited institution preferably in Computer Science, Information Systems, or a related computer field with major courses in computer and computer operating systems
• 2+ years of experience providing technical support and troubleshooting
• Outstanding communication skills – written and verbal
• Ability to support network and systems hardware and software with minimal supervision
• Ability to prioritize, multitask and work under time constraints
• Ability to manage diverse personalities with superior customer service skills
• Support Migration from Office Exchange to Office 365
• Ability to explain technical concepts and details to technical and non-technical audiences
• Strong phone, communications (written and verbal) and interpersonal skills required
• Chosen candidate will utilize SalesForce CRM tool and be required to take detailed and concise notes on customer interactions
• The candidate selected for this role will need to have demonstrated initiative, creativity, exemplary customer service, excellent presentation skills and be able to adapt to change
• The Adoption & Retention Specialist will also take Tier 1 Support calls and triage them for answers or escalate via ticketing system to second tier support resources
• Proficiency or knowledge of the following products or the software for business industry a plus: Microsoft Office 365 or other Microsoft productivity platforms
• Sales experience not required but beneficial. Customer support experience a plus, especially in the software industry
• Knowledge of Windows 7 and 10 operating systems
• Knowledge of MS Office Suite and how to maneuver through each of the applications within
• Any understanding of ticketing and documentation would be nice to have, or at least proven ability to document outside of a ticketing system
• Experience within Active Directory
• Experience Supporting Mac Hardware/ Software
• Demonstrates an overall understanding of operations in order to interact with customers regarding various inquiries (technical and non-technical)
• Independently recognizes and diffuses escalated customer situations while setting accurate expectations for issue resolution
• Communicates with customers in a professional manner in all situations while demonstrating courtesy, patience and troubleshooting skills in customer relations
• Verifies network outages and escalates to appropriate fix agents to ensure timely resolution (Tier 2, field operations, etc.) with a primary emphasis on a quality first call resolution
• Processes change of service requests
• Accurately documents problems including detection information, diagnostic results and repair information by utilizing the trouble ticketing system
• Uses multiple software systems and applications to ensure customer service orders and repair tickets are completed accurately and on-time
• Manages the overall customer call queue to ensure timely response to incoming customer calls
• Opens tickets and records/maintains necessary documentation to track ticket through resolution

Appl Help Desk / Support Spec Resume Examples & Samples

• Serve as the technical lead for LINCS application support. Analyze and resolve systems issues with users and provide guidance and instruction on system functionality. Lead in the implementation of solutions that involve multiple users/functions
• Address system support issues including integrations between LINCS and other institutional applications by interactions with managers, IT developers and system end-users. Serve as an advisor on institutional committees as the LINCS representative
• Evaluate and prioritize requests for system enhancements or changes and make recommendations on implementation. Participate and/or lead in the customer requirements definition, design and user acceptance testing of system changes and enhancements and facilitate customer feedback sessions
• Assist auditors, managers, resource analysts and others requesting data from LINCS with defining complex ad-hoc report requests
• Disseminate information to end users regarding systems downtime, issues and enhancements through written and verbal communications including presentations to large forums
• Deliver formal and informal training to various user groups and one-on-one. Maintain and update LINCS user guides and manuals
• Oversee the design and information use and reporting, monitor and track systems support metrics (problem resolutions and enhancement requests) using the JIRA system
• Administer and maintain LINCS user roles, data tables, report administration, and other system administration functions
• Bachelor’s Degree in a relevant business field, or equivalent combination of technical training and education
• Significant experience providing systems support with advanced analytical skills to troubleshoot and resolve user issues. Demonstrated ability to resolve complex problems using independent judgement and creative solutions. Experience with systems support issue tracking software
• Significant experience with supply chain management systems and working knowledge of procurement practices. Extensive knowledge of multiple end-user business environments
• Experience maintaining and manipulating database systems, monitoring database integrity and implementing quality assurance procedures. Experience developing test cases for user acceptance and performing software testing to debug and suggest detailed refinements to ensure quality
• Experience researching new tools, technologies and methodologies to formulate and prepare recommendations to management. Experience with data analysis, defining report requirements and providing statistical data and reports to high-level management
• Experience designing, implementing, overseeing and managing end-user training programs and documentation
• Excellent verbal, written, presentation and interpersonal communication skills necessary to interact effectively with all levels of Laboratory personnel. Ability to work independently and as a member of a team. Strong ability to pay attention to detail, accuracy and efficiency
• Demonstrated organizational skills with experience in multi-tasking and prioritizing multiple and complex tasks in a dynamic work environment under time constraints with changing priorities. Ability to use discretion and tact in handling sensitive business information
• Experience with LINCS, ShipIt, UCM, JIRA, and LLNS’ purchasing system policies, procedures and applicable requirements
• In-depth knowledge of LINCS data and advanced analytical skills to accurately define and capture ad hoc report requests
• Knowledge of both business and system processes between LINCS and Finance

Related Job Titles

• Resume Builder
• Resume Templates
• Resume Formats
• Resume Examples
• Cover Letter Builder
• Cover Letter Templates
• Cover Letter Formats
• Cover Letter Examples
• Career Advice
• Interview Questions
• Resume Skills
• Resume Objectives
• Job Description
• Job Responsibilities
• FAQ’s

Help Desk Specialist Resume Examples

Writing a resume as a help desk specialist can be a daunting task; you want to demonstrate to employers that you have the right skills and knowledge to effectively support the company and its customers. Fortunately, with the right guidance and resources, you can produce an outstanding resume that showcases your help desk expertise. This guide is designed to provide you with tips, examples, and strategies to help you create a resume that will help you stand out to employers. You’ll also find specific help desk related keywords and skills to include in your resume to catch the attention of hiring managers. So read on and learn how to create a help desk resume that will get you noticed.

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

Start building your dream career today! 

Create your professional resume in just 5 minutes with our easy-to-use resume builder!

Help Desk Specialist

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

Dynamic Help Desk Specialist with 8+ years of experience providing technical support services to end- users and resolving customer IT issues. Adept at troubleshooting hardware, software and network issues while strategizing and implementing solutions to minimize downtime. Experienced using industry- specific tools, service desk ticketing systems and remote access programs.

Core Skills :

• Help Desk Support
• Remote Access
• Troubleshooting
• Software Installation
• Hardware Installation
• Service Desk Ticketing Systems
• Customer Service

Professional Experience : Help Desk Specialist, ABC Solutions, Today – Present

• Provide technical support to clients by troubleshooting hardware and software issues
• Identify and resolve customer service problems concerning IT issues
• Develop and implement strategies to improve customer service and minimize downtime
• Install and configure software, hardware, and networks for clients
• Assist customers with understanding the use of remote access program
• Provide technical guidance and advice to end- users to ensure effective use of technology

Help Desk Technician, XYZ Solutions, 2015 – 2018

• Assisted in the development and implementation of IT help desk protocols
• Provided technical support to clients by troubleshooting hardware and software issues
• Identified and resolved customer service problems concerning IT issues
• Installed and configured software, hardware, and networks for clients
• Assisted customers with understanding the use of remote access program
• Provided technical guidance and advice to end- users to ensure effective use of technology

Education : Bachelor of Science in Information Technology, ABC University, 2010 – 2014

Create My Resume

Build a professional resume in just minutes for free.

Help Desk Specialist Resume with No Experience

Motivated and customer service- oriented individual with excellent communication and problem solving skills. Possess strong knowledge in troubleshooting computer and network issues. Looking for an opportunity to utilize my knowledge and skills to contribute to a successful help desk team.

• Technical proficiency in Windows OS and Microsoft Office Suite
• Knowledge of basic networking concepts and LAN/WAN systems
• Knowledge of software and hardware troubleshooting
• Able to work independently and in a team environment
• Strong customer service and problem solving skills
• Excellent communication and interpersonal skills
• Proficient in maintaining user accounts and passwords

Responsibilities :

• Provide customer support through phone, email and virtual services
• Troubleshoot problems and provide solutions in a timely and efficient manner
• Assist customers with creating accounts, resetting passwords and other technical issues
• Provide assistance in setting up new hardware and software
• Document customer service interactions accurately
• Maintain customer records in customer database
• Assist with system upgrades and installation of new software applications

Experience 0 Years

Level Junior

Education Bachelor’s

Help Desk Specialist Resume with 2 Years of Experience

Experienced Help Desk Specialist with over 2 years of experience in providing technical assistance to customers, solving computer- related problems, and troubleshooting technical issues. Excellent communication and problem- solving abilities with a commitment to customer service and satisfaction.

• Extensive experience in providing technical assistance to customers
• Strong ability to troubleshoot and diagnose technical issues
• Excellent customer service and problem- solving skills
• Ability to work under pressure and manage multiple tasks
• Proficient in MS Office products, including Word, Excel, and Outlook
• Provided technical assistance and troubleshooting support to customers
• Investigated and diagnosed hardware, software, and other technology related issues
• Prepared reports and kept detailed records of customer service activities
• Resolved customer inquiries in a timely and professional manner
• Identified and resolved customer issues in an efficient and effective way
• Performed periodic maintenance tasks to ensure system reliability
• Provided training and advice on a variety of software packages and programs

Experience 2+ Years

Help Desk Specialist Resume with 5 Years of Experience

A highly experienced and motivated Help Desk Specialist with 5 years of experience in providing technical solutions and customer service. Possess strong knowledge in troubleshooting, repair and installation of computer systems, networks and peripherals. Possess excellent communication and customer service skills and the ability to work independently or in a team setting.

• Possesses expertise in hardware and software troubleshooting
• Excellent problem solving and technical skills
• Possesses strong knowledge in operating systems
• Strong analytical, organizational, communication and customer service skills
• Ability to manage multiple tasks and prioritize workload
• Provided technical solutions and customer service to clients
• Installed, troubleshot and maintained computer systems, networks and peripherals
• Provided assistance in resolving hardware and software issues
• Diagnosed and identified root causes of technical issues
• Provided end- users with clear instructions on how to use computer systems and networks
• Assisted in the development of help desk policies and procedures
• Provided timely and professional technical support to customers

Experience 5+ Years

Level Senior

Help Desk Specialist Resume with 7 Years of Experience

Help Desk Specialist with 7 years of experience in providing technical assistance and support related to computer systems, hardware and software. Proven track record of responding to customer inquiries in a timely and professional manner, resolving technical issues, and providing appropriate solutions. Skilled in troubleshooting hardware and software issues, network and system maintenance, and customer service.

• Strong knowledge of computer hardware, software, and operating systems
• Proficient in problem- solving and troubleshooting technical issues
• Ability to provide superior customer service
• Familiarity with network maintenance, repair, and installation
• Ability to manage multiple tasks and prioritize
• Provide technical support to customers and troubleshoot hardware and software issues
• Respond to customer inquiries in a timely and professional manner
• Install and configure computer systems, hardware, and software
• Perform maintenance and repair of computer networks
• Manage and update customer accounts in the database
• Create and maintain detailed documentation of service requests and resolutions

Experience 7+ Years

Help Desk Specialist Resume with 10 Years of Experience

Knowledgeable and experienced Help Desk Specialist with 10 years of experience in providing technical support to end users. Possess excellent problem solving, communication, and customer service skills. Skilled in troubleshooting hardware, software and network problems. Proven ability to develop and maintain productive relationships with customers.

• Proven technical troubleshooting experience
• In- depth knowledge of computer hardware
• Excellent customer service and communication skills
• Good understanding of operating systems
• Skilled in resolving software- related issues
• Expert in Windows, Linux and Mac OS
• Provide technical support and assistance to end- users over phone, email, and chat.
• Diagnose and troubleshoot computer hardware, software and network problems
• Identify, research, and resolve user technical issues.
• Ensure customer satisfaction by providing timely, accurate and effective resolution to customer queries.
• Record and document customer interactions and solutions.
• Provide clear and concise instructions to end users on how to use the systems.
• Prepare and maintain end- user support documentation.
• Monitor and upgrade hardware and software systems.
• Offer suggestions for system improvements and enhancements.

Experience 10+ Years

Level Senior Manager

Education Master’s

Help Desk Specialist Resume with 15 Years of Experience

Help Desk Specialist with 15 years of experience providing top- level support to customers in an efficient and timely manner. Highly skilled in analyzing technical problems and providing resolutions in a professional and amicable manner. Proficient in troubleshooting, diagnostics, and complex problem solving. Proven record of quickly and effectively managing escalated customer issues to successful resolutions, as well as developing and maintaining customer relationships.

• Technical Support
• Diagnostics
• Problem Solving
• Escalation Management
• Relationship Building
• Provide technical customer service for all customers’ inquiries, complaints and requests
• Troubleshoot, diagnose and resolve technical issues in a timely manner
• Conduct root cause analysis and develop effective solutions to avoid reoccurring problems
• Manage customer escalations in an efficient and professional manner
• Answer customer calls, emails and web chat inquiries in a courteous and friendly way
• Build strong customer relationships through excellent customer service
• Test and evaluate new technologies and software to assess their performance
• Document customer service interactions, process changes and service requests in customer records

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 Help Desk Specialist resume?

A Help Desk Specialist resume should highlight an individual’s technical and customer service skills, as well as any specialized experience they may have in their field. When constructing their resume, it’s important to include the following:

• Education: Help Desk Specialists should include any college or technical school degrees or certifications they have obtained in the field of IT, technology, or customer service.
• Experience: A Help Desk Specialist should list any previous jobs which involved IT, customer service, technical support, or any other related field.
• Technical Skills: This section should list any computer software and hardware, networks, operating systems, etc. that the individual is knowledgeable about.
• Communication Skills: Good communication skills are a must for any Help Desk Specialist. This section should include any customer service abilities, such as the ability to explain technical concepts in layman’s terms.
• Problem Solving: Help Desk Specialists should have the ability to quickly assess and solve problems that arise. This section should highlight any problem-solving skills the individual has.
• Troubleshooting: This section should list any troubleshooting abilities the individual has, such as the ability to diagnose and solve technical issues.

By including all of these elements in their resume, Help Desk Specialists can ensure they are presenting their skills and experience in the best possible way.

What is a good summary for a Help Desk Specialist resume?

A Help Desk Specialist resume should be a concise summary of your experience and qualifications that focuses on your ability to provide quality customer service. Your resume should highlight the technical and communication skills you possess, as well as any relevant experience that demonstrates your effectiveness as a Help Desk Specialist. It should also include any certifications you may have earned, as well as any hardware or software you have experience working with. Finally, be sure to include any customer service awards or other achievements that you have earned. By providing this comprehensive overview of your qualifications, you will be better able to showcase your skills and qualifications, and secure a position as a Help Desk Specialist.

What is a good objective for a Help Desk Specialist resume?

A help desk specialist is a customer service professional who provides technical support to customers and users of a company’s products or services. The ideal candidate for this position should have excellent communication and problem-solving skills, and an in-depth knowledge of the company’s products and services.

When writing a resume for a help desk specialist position, you should include an objective statement that reflects your qualifications, skills, and experience. Here are a few examples of good objectives for a help desk specialist resume:

• To secure a help desk specialist position within a reputable organization, utilizing my strong customer service, technical support, and problem-solving skills.
• To provide top-notch technical support and customer service to customers and users of a company’s products and services as a help desk specialist.
• To use my extensive knowledge of computer hardware and software, customer service, and technical support to excel as a help desk specialist.
• To gain a help desk specialist role in a customer-focused environment where I can bring my experience in troubleshooting and problem solving to the table.
• To contribute to the success of an organization as a help desk specialist by leveraging my expertise in customer service and technical support.

How do you list Help Desk Specialist skills on a resume?

Including ‘Help Desk Specialist’ skills on a resume is important for demonstrating to potential employers your ability to provide technical support. Including these abilities shows employers that you are knowledgeable in a variety of areas, including customer service, communication, problem-solving, and more. Here are some of the key skills to list on a resume when applying for a Help Desk Specialist position:

• Customer Service: Demonstrating a high level of customer service, including the ability to listen to customer needs, provide helpful responses and solutions, and offer follow-up support.
• Communication: Possessing strong verbal and written communication skills, including the ability to write detailed technical documents and understanding complex technical concepts for helpdesk customers.
• Problem Solving: Being able to quickly assess customer needs and identify root cause of problems, so that effective and efficient solutions can be provided.
• Technical Skills: Understanding of a variety of technical topics and software, such as operating systems, hardware, networking, printers, and other hardware.
• Troubleshooting: Being able to identify, diagnose, and resolve technical issues in a timely manner.
• Documentation: Ability to maintain records of customer support interactions and record customer information into databases.
• Multitasking: Ability to handle a high volume of customer support requests while managing multiple tasks.

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

When it comes to crafting a resume for a Help Desk Specialist, it is important to emphasize the skills and experience you possess that are relevant for the position. Here are a few skills and qualifications to consider including on your resume:

• Technical Knowledge: Help Desk Specialists need to have a strong understanding of computer technology and the ability to quickly learn new software and hardware.
• Troubleshooting: Help Desk Specialists must have the ability to solve complex technical problems, troubleshoot issues, and provide creative solutions.
• Communication: Help Desk Specialists must be able to effectively communicate with customers and fellow team members.
• Customer Service: Help Desk Specialists must be able to provide excellent customer service in a timely and professional manner.
• Time Management: Help Desk Specialists must be able to manage their time and prioritize tasks in order to meet deadlines.
• Computer Networking: Help Desk Specialists should have a working knowledge of computer networking, system administration, and IT security.

Key takeaways for an Help Desk Specialist resume

Having an effective resume is key to landing a job as an help desk specialist. When crafting your resume, there are a few key takeaways to keep in mind:

• Highlight your technical capabilities. As an help desk specialist, you will need to be well-versed in a variety of software and hardware, and your resume is the perfect place to showcase these abilities. Be sure to list any certifications, training classes, and specialized skills you have.
• Showcase your customer service experience. As an help desk specialist, you will need to be able to provide superior customer service. Be sure to highlight any previous customer service experience in your resume.
• Demonstrate your problem-solving abilities. As an help desk specialist, you will be expected to troubleshoot and solve technical issues for customers. Be sure to demonstrate your problem-solving capabilities by listing any successful projects or cases you have solved.
• Focus on any relevant experience. No matter what your previous experience is, try to focus on any experience that is relevant to the help desk position you are applying for. This could include any technical support, customer service, or IT experience.

By keeping these key takeaways in mind, you can create an effective resume that will help you land the help desk specialist position you are looking for.

Let us help you build your Resume!

Make your resume more organized and attractive with our Resume Builder

Help Desk Resume: Template for Download & Practical Examples

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

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

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

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

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

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

Help Desk Resume Sample

Talented computer support specialists are always in demand. 

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

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

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

[Maria Johnson]

[Help Desk Analyst]

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

>> Summary <<

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

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

Help Desk Analyst

Example Co., Chicago IL. 

May 2019 – present

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

Help desk Analyst

Hudson, Chicago, IL

February 2016 – April 2019

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

Certification

CompTIA A+ – issued by Google IT Support, 202

Bachelor of Communication

University of Seattle, Seattle

What’s the Best Help Desk Resume Format?

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

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

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

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

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

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

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

How to Write a Help Desk Resume Summary or Resume Objective

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

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

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

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

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

Help Desk Resume Summary Example

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

How can you catch the recruiter’s attention? 

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

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

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

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

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

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

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

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

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

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

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

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

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

How to Write an Entry-Level Help Desk Resume Objective

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

This is the information that should be included: 

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

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

Entry-Level Help Desk Objective Example

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

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

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

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

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

How to Describe Your Help Desk Experience

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

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

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

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

Help Desk Resume Examples: Experience

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

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

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

Here is what your experience section should look like:

Help Desk Technician

Illinois Office of Inspector General, Chicago, IL

2019 – present

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

Entry-Level Help Desk Resume: Experience Section

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

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

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

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

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

IT Intern XYZ 

School District, Jackson, USA 2021 – 2022

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

Is Your Education Section Troubleshooted? It Might Be

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

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

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

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

Help Desk Resume Education Section Example

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

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

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

BSc. Degree in Computer Information Systems 

NYC College, New York, NY

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

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

The Best Help Desk Skills for a Resume

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

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

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

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

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

Soft Skills

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

Hard Skills

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

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

How to Add Other Sections for an Effective Resume

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

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

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

Help Desk Resume Samples: “Other” Sections

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

Continued learning

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

>> Languages <<

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

>> Personal Interests and Endeavors <<

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

Checklist to Keep in Mind

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

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

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

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

Free Resume Templates

Using resume templates that are proven to work will help you to move your career search forward. Start and customize as many resumes as you need with our free resume builder .

Thanks for using our free templates!

Enjoy ResumeGiants? We’d love it if you’d leave a review – it’d help others!

We hope we’ve helped you to move closer to your dream job.  Have you found our resources helpful? If so, share your experiences with others – leave a review! (10 seconds max)

Resume Worded   |  Proven Resume Examples

• Resume Examples
• Administrative Resumes

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

If you consider yourself tech-savvy and have excellent problem-solving skills, a job at the service desk might suit you. the service desk has the purpose of helping users with incident resolution. they have two options: using the self-service support system to easily find answers to their queries or requesting help from a service desk analyst. this is where you come to help. service desk analysts work in the it department and become the bridge between the company and its users. today, we’ll dive deeper into this career and show you how to create your own service desk resume..

A service desk is a resolution center where users place their queries or find answers by themselves. It has pre-made solutions so users can quickly find answers and it also has a database to receive queries. A service desk helps users solve day-to-day issues such as changing their passwords, installing software, or configuration tasks. 

Generally, users send their requests via email, and this request creates a ticket number. This way service desk analysts or technicians can work on those queries progressively. The idea is to automate the support system to provide better and faster services. It aims to resolve IT issues in fewer steps by streamlining and automating the technical support process.

These days most desk service systems have AI-driven chatbots that help users in troubleshooting faster and at any time. Just think about it, robots don’t sleep or rest, so they are available for users 24/7. However, this doesn’t mean you will be replaced by AI, so keep working on your resume. Service desk analysts are still valuable for recruiters.

What you need to know about AI is that it simplifies your job by taking all the low-value technical support tasks off your shoulders so you can focus on higher-significant issues. Keep in mind that AI is weak in terms of customer support, so technicians still have to handle high-level troubleshooting. 

If you want to enrich your technician resume, take a look below. We’ll share with you three resume templates and handy tips to inspire you.

Service Desk Resume Templates

Jump to a template:

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

Jump to a resource:

• Keywords for Service Desk Resumes

Service Desk Resume Tips

• Action Verbs to Use
• Related Administrative Resumes

Get advice on each section of your resume:

Template 1 of 3: Service Desk Analyst Resume Example

A service desk analyst is a technician who troubleshoots and provides support to users. They help them resolve problems at different scales. Therefore they work in multiple tiers depending on the complexity of the problem. Service desk analysts must have great attention to detail, so you should demonstrate this in your resume by double-checking every time to reduce the risks of typos or mistakes.

We're just getting the template ready for you, just a second left.

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

   demonstrate your knowledge of customer relationship management (crm).

Most companies integrate their service desk with a CRM system. This allows them to orchestrate all customer service operations in one place with minimal delays. CRMs also have a database of customer queries which helps technicians have access to insightful information from previous issues. Now that we know this, we can assume that this is a valuable skill to add to your resume.

   Highlight your communication skills.

As a service desk analyst, you will often deal with non-tech customers who may not understand all the technical processes behind troubleshooting. Therefore, it is important to have excellent communication skills and demonstrate them in your resume.

Skills you can include on your Service Desk Analyst resume

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

An IT service desk analyst provides technical support to end users. They also maintain software and hardware. These maintenance operations must be scheduled, and IT service desk analysts must notify users about downtime. You must be familiar with networking and documentation, so these are some skills you may want to mention in your resume.

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

   indicate your achievements with metrics..

As an IT service desk analyst, you play a huge role in customer support and the organization’s computer health. Therefore, your job can positively impact day-to-day operations. You can mention those accomplishments and use metrics to illustrate their value in your resume.

   Emphasize your problem-solving skills.

IT service desk analysts must have strong logical thinking and problem-solving skills. You may encounter highly complex issues throughout your career, so it’s important to demonstrate that you are resilient and capable of facing challenges.

Skills you can include on your IT Service Desk Analyst resume

Template 3 of 3: service desk technician resume example.

A service desk technician resolves end-users issues by providing technical support. They can troubleshoot both software and hardware. In addition, they are responsible for software maintenance and ICT security. Therefore, it can be a good idea to mention your proficiency with cyber security in your resume.

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

   indicate your competency with task management software..

Most IT departments work with an Agile approach, meaning that they prioritize tasks and complete them in short milestones. This requires strong organizational skills and the help of a task management system. You can mention your familiarity with tools like Jira, ClickUp, or Trello in your resume.

   Mention your ability to work with a large team.

Service desk technicians often collaborate with other IT specialists to resolve issues. You will often work with a large team in the IT department, so it’s important to mention your team work skills in your resume.

Skills you can include on your Service Desk Technician resume

As a hiring manager who has recruited for service desk roles at companies like Geek Squad, Apple, and Mindtree, I've seen firsthand what makes a resume stand out. The following tips will help you craft a compelling service desk resume that showcases your skills and experience in the best possible light. By following these recommendations, you'll increase your chances of landing an interview and ultimately securing a job in this competitive field.

   Highlight your technical skills and certifications

Emphasize your technical skills and any relevant certifications you have earned. Service desk roles often require expertise in specific technologies and systems.

• CompTIA A+ and Network+ certified
• Proficient in Windows, macOS, and Linux operating systems
• Experienced with JIRA, Zendesk, and ServiceNow ticketing systems

Avoid being too vague or listing skills without context, like this:

• Computer skills
• Good with technology
• Quick learner

   Demonstrate your customer service experience

Service desk roles require strong customer service skills. Highlight any experience you have working directly with customers, whether in a help desk setting or another customer-facing role.

• Provided technical support to 50+ customers daily via phone, email, and chat
• Maintained a 95% customer satisfaction rating based on post-interaction surveys
• Resolved complex customer issues by collaborating with cross-functional teams

Avoid simply stating that you have customer service skills without providing examples:

• Good customer service skills
• Enjoy working with people

   Quantify your achievements with metrics

Use specific numbers and metrics to quantify your achievements whenever possible. This helps hiring managers understand the scope and impact of your work.

• Resolved an average of 30 tickets per day while maintaining a 98% resolution rate
• Reduced average ticket resolution time by 25% through process improvements
• Contributed to a 20% reduction in customer churn by providing exceptional support

Avoid using vague or unquantified statements:

• Resolved many tickets
• Improved ticket resolution time
• Helped reduce customer churn

   Tailor your resume to the job description

Customize your resume for each service desk job you apply to by incorporating keywords and phrases from the job description. This shows the hiring manager that you have the specific skills and experience they are looking for.

Customer-focused IT professional with 3+ years of experience providing technical support for SaaS products. Skilled in troubleshooting, problem-solving, and communicating complex technical concepts to non-technical users. Seeking a service desk role at [Company Name] to leverage my expertise in Zendesk and Salesforce to deliver exceptional customer support.

Avoid using a generic summary that could apply to any service desk job:

Experienced IT support professional looking for a new opportunity. Skilled in customer service, troubleshooting, and technical support. Eager to apply my skills in a challenging service desk role.

   Showcase your problem-solving skills

Service desk roles require strong problem-solving skills to diagnose and resolve technical issues. Provide specific examples of how you have used your problem-solving abilities to overcome challenges.

• Identified and resolved a recurring software issue affecting multiple clients, reducing support tickets by 30%
• Developed a troubleshooting guide for common hardware issues, empowering the team to resolve problems more efficiently
• Collaborated with the development team to identify and fix a critical bug, minimizing customer impact

Avoid simply claiming to have problem-solving skills without providing evidence:

• Strong problem-solving skills
• Able to think critically and solve problems

   Highlight your communication and collaboration skills

Service desk professionals must be able to communicate effectively with both technical and non-technical stakeholders. Emphasize your ability to collaborate with cross-functional teams and convey complex information in a clear, concise manner.

• Collaborated with sales and marketing teams to develop user guides and FAQs for new product launches
• Presented monthly service desk performance reports to leadership, highlighting key metrics and improvement opportunities
• Mentored junior service desk team members, providing guidance on technical skills and customer service best practices

Avoid using generic statements that don't showcase your specific communication and collaboration abilities:

• Good communication skills
• Team player
• Able to work with others

Writing Your Service Desk Resume: Section By Section

  header, 1. include your name, phone number, and email.

Your header should include your full name, phone number, and a professional email address. Make sure your name stands out and is easy to read.

• John Q. Doe, 123 Main St, Anytown USA 12345, 555-123-4567, [email protected] , linkedin.com/in/johndoe

Instead, format your header like this:

• John Doe 555-123-4567 | [email protected] | linkedin.com/in/johndoe

Use a professional email address that includes your name, not a nickname or joke. Avoid outdated email providers like AOL or Hotmail, and stick with Gmail or your own domain.

2. Decide if you should include your location

Traditional resume advice was to always include your full address in your header. However, with more companies hiring remote workers, including your full address is no longer necessary.

If you're applying for a remote service desk position, you can leave off your address entirely. If the position is in-office, include your city and state to show you're a local candidate.

John Doe Chicago, IL 555-123-4567 | [email protected]

Avoid including your full street address for privacy reasons. Also consider any relocation plans. If you're planning to move soon, you may want to list your target location instead.

3. Add your LinkedIn profile or portfolio URL

Including your LinkedIn profile URL in your header is a great way to provide recruiters with additional information about your background and experience. Make sure your LinkedIn profile is up-to-date and includes relevant keywords for service desk positions.

If you have an online portfolio or personal website that showcases your technical skills and projects, you can also include that URL in your header. This is especially relevant if you're applying for a more technical service desk role.

• John Doe Chicago, IL | 555-123-4567 | [email protected] linkedin.com/in/johndoe | johndoe.com

Make sure to use a custom LinkedIn URL that includes your name, not a string of random numbers and letters. Keep the URL as short and memorable as possible.

  Summary

A resume summary, also known as a professional summary, is an optional section that you can include at the top of your resume. It provides a brief overview of your professional experience, skills, and achievements that are most relevant to the job you're applying for. While a summary is not a mandatory section, it can be beneficial for job seekers who want to provide additional context or highlight details that may not be immediately apparent from their work history. However, it's important to note that you should never use an objective statement instead of a summary, as they are outdated and often too generic.

When writing a summary for a Service Desk position, focus on your technical skills, customer service experience, and any relevant certifications or training. Tailor your summary to the specific requirements of the job description and avoid repeating information that is already covered in other sections of your resume.

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

1. Highlight your technical skills and certifications

When applying for a Service Desk position, it's crucial to showcase your technical skills and any relevant certifications you have earned. Hiring managers are looking for candidates who have a strong foundation in IT and can troubleshoot various technical issues.

• CompTIA A+ certified IT professional with 3+ years of experience in troubleshooting hardware, software, and network issues
• Skilled in diagnosing and resolving technical problems for Windows and Mac operating systems

On the other hand, avoid making vague or generic statements that don't provide any specific information about your skills:

• Good with computers
• Fast learner and problem solver

2. Emphasize your customer service experience

In addition to technical skills, Service Desk positions require strong customer service abilities. Your summary should highlight your experience in dealing with customers and your ability to communicate technical information to non-technical users.

Customer-focused IT professional with 5+ years of experience providing technical support and resolving complex issues for a diverse user base. Skilled in communicating technical concepts to non-technical audiences and maintaining a positive attitude under pressure.

Avoid using generic phrases or soft skills without providing context:

• People person
• Excellent communication skills

  Experience

Your work experience section is the heart of your resume. It's where you highlight your relevant skills, accomplishments, and impact. Hiring managers want to see how you've applied your skills to real-world situations and made a difference in your previous roles.

In this section, we'll break down the key steps to writing a compelling work experience section for a service desk resume.

1. Highlight your technical skills

As a service desk professional, you likely have a wide range of technical skills. Showcase the specific technologies, systems, and tools you've worked with. This helps hiring managers quickly see if you have the right technical background for the role.

• Proficient in troubleshooting Windows, macOS, and Linux operating systems
• Experienced with JIRA, Zendesk, and Salesforce Service Cloud ticketing systems
• Skilled in remote desktop support using TeamViewer and LogMeIn

Avoid simply listing generic skills without context, like this:

• Technical skills
• Customer service
• Problem-solving

Not sure if your resume highlights the right skills? Try our Targeted Resume tool. It checks your resume against a job description to see if you have the skills and keywords employers are looking for.

2. Quantify your impact with metrics

Numbers speak louder than words. Whenever possible, use metrics to quantify your impact and achievements. This helps hiring managers understand the scope and significance of your contributions.

Here are some examples of how to incorporate metrics:

• Resolved an average of 50+ support tickets per day while maintaining a 95% customer satisfaction rating
• Reduced average ticket resolution time by 30% by implementing a new troubleshooting workflow
• Handled 100+ customer inquiries daily via phone, email, and chat

Contrast this with a work experience description that lacks metrics:

Responsible for answering customer inquiries and resolving technical issues. Helped improve ticket resolution process.

If you don't have access to specific metrics, you can still use numbers to provide context. For example, mention the size of the customer base you supported or the number of team members you collaborated with.

3. Tailor your work experience to the job

Hiring managers want to see how your past experience aligns with the specific role you're applying for. Review the job description carefully and highlight the most relevant aspects of your work history.

For example, if the job emphasizes customer service skills, focus on experiences that demonstrate your ability to handle customer issues effectively:

• Provided exceptional customer service as the first point of contact for a diverse client base
• Collaborated with cross-functional teams to resolve complex customer issues and improve overall satisfaction

On the other hand, if the role is more technical, emphasize your technical problem-solving abilities:

• Diagnosed and resolved complex hardware and software issues for a variety of devices and systems
• Developed and maintained documentation for common technical issues and their solutions

After tailoring your work experience, use our Score My Resume tool to get instant feedback on your resume. It checks your resume on over 30 key criteria that hiring managers care about.

4. Showcase your career growth

Hiring managers love to see candidates who have progressed and taken on more responsibility over time. If you've been promoted or have taken on leadership roles, make sure to highlight this in your work experience section.

Here's an example of how to showcase career growth:

IT Service Desk Analyst, ABC Company (2018-Present) - Promoted to Senior IT Service Desk Analyst in 2020 - Mentored and trained a team of 5 junior analysts - Led a project to implement a new ticketing system, resulting in a 25% increase in efficiency

Compare this to a work experience entry that doesn't highlight growth:

IT Service Desk Analyst, ABC Company (2018-Present) - Responded to customer inquiries and resolved technical issues - Documented common problems and their solutions - Collaborated with other teams to improve processes

If you don't have a clear promotion to highlight, you can still showcase growth by emphasizing how your responsibilities and impact increased over time within the same role.

  Education

Your education section shows hiring managers that you have the necessary training and knowledge for the service desk role. It also gives them a sense of your career trajectory and growth. Here are some tips to write an effective education section:

1. Put education at the top if you're a recent grad

If you graduated within the past 1-2 years and don't have much work experience yet, put your education section above your work history. This highlights your most relevant qualifications first.

Include your:

• Degree (Associate's, Bachelor's, etc.)
• University name and location
• Graduation year

You can also add relevant coursework, projects, or GPA if it's over 3.5. For example:

Bachelor of Science in Computer Science University of Texas at Austin, Austin, TX Graduated: May 2022 GPA: 3.8 Relevant Coursework: - Network and System Administration - Database Management - Cybersecurity Fundamentals

2. Keep education concise if you have years of experience

When you have several years of relevant work experience for service desk roles, your education becomes less important. Hiring managers will be more interested in the skills and knowledge you've gained on the job.

In this case, just list your degree, major, university name, and graduation year. For example:

B.S. Management Information Systems, Florida State University, 2015

Avoid listing basic coursework, projects, or GPA. These details are less relevant once you're established in your career. Compare the concise example above to an overly detailed one:

Bachelor of Science in Management Information Systems Florida State University, Tallahassee, FL Graduated: May 2015 GPA: 3.2 Coursework: - Intro to Information Systems - Systems Analysis and Design - Business Data Communications

3. Include relevant certifications

Certifications show you have specific knowledge and skills for service desk roles. You can list them in your education section or in a separate certifications section.

Some common IT support and service desk certifications include:

• HDI Customer Service Representative (HDI-CSR)
• ITIL Foundation
• Microsoft 365 Certified: Modern Desktop Administrator Associate

When listing certifications, include the full name and the year you earned it. If the certification expires, you can add the expiration date too.

CompTIA A+ Certification, 2020 HDI-CSR, 2021 ITIL Foundation Certificate in IT Service Management, 2022 - 2025

Action Verbs For Service Desk Resumes

Communication is key when it comes to a service desk analyst role. You understand all the technical aspects of troubleshooting but remember you’ll be talking to non-tech users in most cases. That’s why it is important to be descriptive and precise at the same time. You need to reflect this in your resume. 

You can simplify the information in your resume by using bullet points that start with strong action verbs. These are descriptive words that hold you accountable for your responsibilities in previous jobs. If you need help choosing the right ones, take a look below. We have compiled some of the best action verbs for your service desk resume.

• Co-ordinated
• Streamlined
• Interpreted
• Troubleshooted

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

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

Action Verbs for Service Desk Resumes

Skills for service desk resumes.

Service desk analysts must have a strong set of skills in computer science and customer service. This role requires a combination of highly technical skills and communication skills. You must be proficient at using CRM and task management software and have an excellent eye for details. 

Some employers will require other skills in particular, so it’s always important to check your potential employers’ job posts to identify technical skills that you can include. You can also check the following skills that are relevant to a service desk role according to our research.

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

Skills Word Cloud For Service Desk Resumes

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

How to use these skills?

Other administrative resumes, customer service.

Service Technician

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

Service Desk Resume Guide

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

Download this PDF template.

Creating an account is free and takes five seconds. you'll get access to the pdf version of this resume template., choose an option..

• Have an account? Sign in

E-mail Please enter a valid email address This email address hasn't been signed up yet, or it has already been signed up with Facebook or Google login.

Password Show Your password needs to be between 6 and 50 characters long, and must contain at least 1 letter and 1 number. It looks like your password is incorrect.

Remember me

Forgot your password?

Sign up to get access to Resume Worded's Career Coaching platform in less than 2 minutes

Name Please enter your name correctly

E-mail Remember to use a real email address that you have access to. You will need to confirm your email address before you get access to our features, so please enter it correctly. Please enter a valid email address, or another email address to sign up. We unfortunately can't accept that email domain right now. This email address has already been taken, or you've already signed up via Google or Facebook login. We currently are experiencing a very high server load so Email signup is currently disabled for the next 24 hours. Please sign up with Google or Facebook to continue! We apologize for the inconvenience!

Password Show Your password needs to be between 6 and 50 characters long, and must contain at least 1 letter and 1 number.

Receive resume templates, real resume samples, and updates monthly via email

By continuing, you agree to our Terms and Conditions and Privacy Policy .

Lost your password? Please enter the email address you used when you signed up. We'll send you a link to create a new password.

E-mail This email address either hasn't been signed up yet, or you signed up with Facebook or Google. This email address doesn't look valid.

Back to log-in

These professional templates are optimized to beat resume screeners (i.e. the Applicant Tracking System). You can download the templates in Word, Google Docs, or PDF. For free (limited time).

   access samples from top resumes, get inspired by real bullet points that helped candidates get into top companies.,    get a resume score., find out how effective your resume really is. you'll get access to our confidential resume review tool which will tell you how recruiters see your resume..

Writing an effective resume has never been easier .

Upgrade to resume worded pro to unlock your full resume review., get this resume template (+ 2 others), plus proven bullet points., for a small one-time fee, you'll get everything you need to write a winning resume in your industry., here's what you'll get:.

• 📄 Get the editable resume template in Google Docs + Word . Plus, you'll also get all 2 other templates .
• ✍️ Get sample bullet points that worked for others in your industry . Copy proven lines and tailor them to your resume.
• 🎯 Optimized to pass all resume screeners (i.e. ATS) . All templates have been professionally designed by recruiters and 100% readable by ATS.

Buy now. Instant delivery via email.

  instant access. one-time only., what's your email address.

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

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

Help Desk Support Resume Sample

The resume builder.

Create a Resume in Minutes with Professional Resume Templates

Work Experience

• Harmoniously working with other employees and customers
• Effectively coordinate a number of projects simultaneously
• Demonstrating initiative and problem-solving skills
• Contributing to the successful completion of project initiatives
• Provide a point of contact for end-users to receive support and maintenance of MGO’s desktop computing environment
• Participation in an on call rota, comprising of out of hours’ telephone triage and out of hours’ field based customer response
• Help desk experience
• Experience with issue tracking/help desk software
• Analyze verified Trouble Tickets and assign a classification, priority, and severity to facilitate timely and appropriate processing of the issue
• Communicating and collaborating with multiple external organizations regarding the resolution of issues, including DISA, Sites and various other vendors
• Reproduction, analysis and reporting of valid problem defects
• Utilization of basic SQL and Oracle commands to investigate and resolve reported issues
• Technical and functional knowledge of the MHS applications
• Processing Trouble Ticket for resolution based upon the classification
• Maintains, analyzes, and troubleshoots end-user devices, including desktops, laptops, tablets, phones, printers, scanners, copiers, and all associated peripherals
• Identify and escalate situations requiring urgent attention, track, route, and redirect issues to correct support resources to ensure timely resolution of issues reported
• Monitor incoming tickets and process in priority order
• Cost per Contact
• First Contact Resolution Rate
• Average Speed of Answer
• Monitoring Military Health Systems (MHS) trouble ticketing system queues, entering and managing software problem incidents
• Reviews Trouble Ticket to ensure that the documented information is complete, accurate, and sufficient to facilitate analysis of the issue
• Coordinate with the MHS Help Desk and/or ticket originator to confirm or obtain additional information as needed

Professional Skills

• Demonstrated problem solving ability and strong documentation skills, and demonstrated organizational skills and the ability to multi-task
• Excellent written and verbal skills, excellent customer service skills
• Strong ability to develop business relationships and communicate effectively with the user community - Strong troubleshooting skills
• Demonstrate effective soft skills, active listening skills, and ability to empathize with customer’s situation
• Very Strong customer service Skills and communication skills
• Excellent written skills, ability to effectively and efficiently document user questions, issues, and requests
• Communication Skills - Professional and effective communication skills over multiple media platforms: Telephone, email, in-person

How to write Help Desk Support Resume

Help Desk Support role is responsible for customer, technical, troubleshooting, software, interpersonal, organizational, database, microsoft, windows, basic. To write great resume for help desk support job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Help Desk Support Resume

The section contact information is important in your help desk support 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 Help Desk Support Resume

The section work experience is an essential part of your help desk support 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 help desk support responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular help desk support position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Help Desk Support resume experience can include:

• Good phone and people skills to communicate effectively with customer
• Good interpersonal and communication skills; ability to relate well and cooperate with others
• Excellent and demonstrated communication and customer support skills
• Excellent problem-solving skills and patience in dealing with frustrated users
• Excellent communication, interpersonal, troubleshooting and customer service skills
• Thrive in a fast-paced environment with good organizational and problem solving skills

Education on a Help Desk Support Resume

Make sure to make education a priority on your help desk support resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your help desk support 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 Help Desk Support Resume

When listing skills on your help desk support 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 help desk support skills:

• Strong written and verbal communication skills. Good telephone manner
• Excellent communication skills; Demonstrates a customer orientation
• Prior work experience some prior experience as a Help Desk Support Analyst
• Strong oral and written communication skills, to include reading, writing, speaking, and understanding English
• Excellent analytical and problem-solving skills, adept at identifying root cause and finding solutions
• Prior experience successfully leading or managing a team of Technical IT resources with demonstrated progression of increased scope and complexity

List of Typical Experience For a Help Desk Support Resume

Experience for help desk support technician resume.

• Background in customer service and excellent problem solving skills
• PC literacy (including Microsoft Office Suite), along with strong technical skills
• Prior experience supporting clients in professional manner
• Prior experience in a data center environment
• Effectively manage length of calls/handle time
• Strong multitasking abilities; detailed oriented; excellent problem solving abilities
• Experience installing, configuring, and maintaining servers and workstations
• Experience using ticketing systems and writing technical support reports and documentation
• Experience working with Help Desk software applications, which includes following pre-defined workflow and business processes

Experience For Help Desk Support Analyst Resume

• Two years experience working with and supporting computers, software, printers, telephony, enhanced classroom technologies, and network devices
• Experience working with and supporting Microsoft business productivity applications, e.g. Office 2013/2011/2016,Visio, OneNote, Project, etc
• Experience working with and supporting Adobe software applications, e.g. Adobe Acrobat, Photoshop, Illustrator, InDesign, etc
• Communicate troubleshooting processes and resolutions to promote team learning, feedback, and effectiveness
• Experience training others in applications and systems fundamentals, and writing basic technical documentation would be considers an asset
• Capable of prioritizing activities
• Experience with desktop user support required, preferably in a help desk/customer service setting required

Experience For Help Desk Support Spec Resume

• Monitor and follow up with all trouble tickets to ensure completion giving priority to Track tickets in system to ensure timely completion
• Experience of working on a help/service desk
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 7, 8, and 10, Office 2013 & 2016, and Office 365
• Hands on experience troubleshooting Microsoft Office products primarily Microsoft Office 2010, 2013, 2016 and Office 365
• Good working knowledge of Google and Microsoft Office Products especially Excel
• 2-4 yrs customer service experience
• Comptia A+ strongly prefered
• A+ certification strongly prefered
• Analyze, organize, prioritize, implement, and control business activities and transactions

Experience For Help Desk Support Associate Resume

• Function in multiple accounts with multiple skill set requirements
• Manage service ticket queue, prioritize requests and perform work to meet or exceed clients’ expectations
• Combine demonstrated technical qualities with exceptional customer service in daily responsibilities
• Demonstrated knowledge of Windows operating systems
• Good understanding of Cisco SSL VPN and Citrix setup and configuration
• Good understanding of Malware/Virus/Rootkit apps
• Basic networking knowledge & experience
• Experience with Microsoft Windows and PC Hardware

Experience For Help Desk Support Representative Resume

• Experience with Mac OS and Apple products
• Desktop support, help desk and end user support experience
• Basic HTML experience is required
• Understanding of basic networking technologies and protocols (Local area networking, DNS, Security, IP routing, HTTP, VPN,etc.)
• Receiving, logging and managing calls from internal/external customers via the Cisco ACD Call system
• Looking for someone who is familiar or supported the UNIX and Linux environment (Having just an understanding around what it is, is fine)
• Understanding computer operating systems (Mac, Windows, Android, iOS), hardware, protocols, and standards
• Troubleshooting and has a fundamental understanding of UPMC System support/Knowledge repository and ability to navigate to resolve common customer issues
• Performing file transfers Perform project work when required; and, Troubleshooting issues to a resolution

Experience For Robotics Process Automation Help Desk Support Resume

• Creating and updating user accounts via Active Directory
• Working knowledge of fundamental operations of relevant software, hardware and other equipment specifically mobile applications on Android and iOS
• Working knowledge of Windows 7/8.1, MS Office suite (2007 and above) and Windows 2008/2012 Server environment
• Working knowledge of XP and Windows 7
• Understanding ITIL terms and processes
• Answering Support Calls/Answer Support Chats Provide customer service support to any or all customers via calls/chats
• Meeting Participation Attend meetings on time, ask questions and apply feedback

Experience For Help Desk Support Agent Resume

• Securing UPMC Data/Information Protect the integrity and confidentiality of all data and information through physical and electronic measures
• Working knowledge of all current versions of Microsoft Windows and Microsoft Office applications
• Working knowledge with Microsoft Office suites products as well as Anti-virus/span software
• Understanding of system resources and allocation
• Understanding of network essentials, troubleshooting network and cable connectivity using Fluke equipment
• Diagnosing, troubleshooting and providing solutions for technical user problems

Experience For IT Help Desk Support Emeai Resume

• Working knowledge of networking including TCP/IP, DHCP, DNS, etc
• Closing Help desk calls on first contact, as well as escalating tickets for tier two teams
• Troubleshooting issues with the EMR system
• Responding to Support tickets and emails
• Safeguarding classified and other sensitive material
• Understanding of MS Office and other standard software
• Mapping of network printers and network share drives
• Monitoring the status of equipment such as; PCs, printers
• Continuing education in a computer related field

Experience For Help Desk Support Asociate Resume

• Proof, review, and update existing IT How To’s, format all existing documents using new template
• Assist level 2 and level 3 teams with identifying issues or implementing fixes to restore service Utilizes scripts and available tools when assisting customers
• Familiarity with multiple operating systems, including Windows 7, 8.1, 10, iOS, and Android
• Follow pre-established procedures and proactive in recommending improvements to existing procedures
• Thorough understanding of mobile applications and their operating systems (iOS and Android)
• Provide Video teleconferencing scheduling support
• Proficiency in navigating and configuring the OS
• Basic troubleshooting knowledge of mobile computing devices, such as table, PCs, notebook PCs, and Blackberries

Experience For It-help Desk Support Level Resume

• Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships
• System Interruption Response and Handling Follow the System Interruption Handling process consistently
• Handle minor triage issues with basic troubleshooting and escalating all other issues to Level 2 and 3 support
• Our client is looking for a motivated and enthusiastic individual that is looking to grow their IT career within a technical support environment
• Set up new computers including connecting keyboard, mouse, and monitor to PC’s. Check for proper operation and installation software
• Responsible for safeguarding confidential information and documenting issues and resolutions
• Supports enterprise-wide compliance initiatives by complying with control requirements and standards when fulfilling requests
• Develop a full understanding of the processes and procedures in scope by the team in order to deliver a high quality provisioning service to our customers
• Assist with on boarding of new Agents by training and allow others to shadow

List of Typical Skills For a Help Desk Support Resume

Skills for help desk support technician resume.

• Technical Skills/Problem Solving Understand the basics of UPMC technologies. Apply basic problem solving skills to achieve resolution
• Excellent problem diagnosis and problem solving skills. Ability to analyze customer problems by type and severity for problem determination and resolution
• Able to exhibit good problem solving skills
• Attention to details and excellent problem-solving skills
• Excellent telephone skills and ability to deal with all situations with exceptional customer service

Skills For Help Desk Support Analyst Resume

• Top tier customer service skills and a commitment to the quality of the customer’s experience
• Communication skills need to be very strong as well as written communication. No exceptions
• Excellent verbal/phone and written communication skills required
• Utilize excellent customer skills to meet or exceed customers’ expectations
• Effectively manage priorities, communicate progress and raise impediments as needed
• Good listener and communicator to effectively assist customers and provide resolutions
• Highly motivated and energetic with excellent communication skills and who can integrate well at all levels

Skills For Help Desk Support Spec Resume

• Excellent people and oral communication skills
• Good organizational and time management skills; self-starter
• Good diagnostic and analytical skills
• Excellent oral and written communication skills with the ability to translate technical information to non-technical staff
• Excellent interpersonal, written and communication skills required
• Work independently as a team member with strong communication and interpersonal skillsSearch Jobs US
• Uses effective customer service and communication skills

Skills For Help Desk Support Associate Resume

• Effectively prioritize work efforts
• Excellent PC and data entry skills
• Outstanding interpersonal and soft skills
• Proficient typing skills (using two hands and all fingers) to be able to record troubleshooting information while talking on the phone
• Experience using and supporting the use of smartphones for business, including the use of business email applications such as Good Mobile

Skills For Help Desk Support Representative Resume

• Proven experience troubleshooting and resolving Windows 10, Microsoft Office 2013/2016 issues. Including Microsoft Project and Microsoft Visio
• Proficiency with server and application troubleshooting, analysis, critical thinking and problem solving skills
• Prior experience working in a help desk support role for a small company
• Time management and problem-solving skills
• Strong experience troubleshooting Windows 7
• Work effectively in a team environment and with a wide range of professionals at all levels

Skills For Robotics Process Automation Help Desk Support Resume

• Work effectively with remote cross functional teams on complex problems
• One to three years proven Help Desk experience
• Professional and businesslike manner and communicates effectively with customers and associates
• Monitor and respond quickly and effectively to requests received through the IT help desk
• Monitor and respond quickly and effectively to calls or chats received to the Service Desk

Skills For Help Desk Support Agent Resume

• Use of the tools and knowledge available to effectively troubleshoot and resolve issues
• Develop and maintain superior customer service and incident management skills
• Strong preference given to candidates with SCCM or imaging experience with a similar tool
• Solid experience with Windows 7 and 10 in the Manufacturing Industry
• Proven relevant Service Desk experience with in the past 4 years
• Effectively communicate IT policies and procedures to the EWU user community
• Demonstrated ability to de-escalate customers, turning bad experiences to positive ones

Skills For IT Help Desk Support Emeai Resume

• Training and/or documentation experience (education considered in lieu of experience)
• Competence in general computer operation skills
• Effectively communicate in both spoken and written form to diverse constituencies, both technical and non-technical
• Analyze each request to verify that it contains the required information to effectively work the request
• Proven experience as a help desk Analyst or other customer support role
• Smart phone troubleshooting and set up skills required

Skills For Help Desk Support Asociate Resume

• Customer Service – client facing and communication skills
• Effectively probes customers in order retrieve the actual problem or the underlying cause of a problem
• Extraordinary analytical & problem solving skills
• Seeks feedback from senior team members for development and effectively incorporates feedback into work and behaviors
• Monitor and respond quickly and effectively to calls or chats received to the Client Service Desk
• Monitor and respond quickly and effectively to calls or chats received to the Capital One Service Desk
• Effectively communicate issues and status updates with business users, service providers, and management teams
• Bilingual language skills - Spanish highly desirable

Skills For It-help Desk Support Level Resume

• Oral and Written Communication /Good to Excellent Grammar
• Maintain accurate database of hardware and accessories with the communication skills to keep the COR aware of needs and requirement of the program
• Monitor and respond quickly and effectively to calls or chats received to the company’s desk
• Creating and updating tickets via Footprints ticketing system according to specified priority levels
• Identifying and escalating priority issues per client specifications
• Problem-solving by collecting data, establishing facts, and drawing valid conclusions on a timely basis to assist clients with their support needs
• Software Experience: Interactive Intelligence, Service Now, Staffing/Scheduling applications, Erlang modeling, Knowledgebase tools, ACD/Call management systems

List of Typical Responsibilities For a Help Desk Support Resume

Responsibilities for help desk support technician resume.

• Strong written and verbal interpersonal skills, and customer service ability
• Excellent teamwork skills and detail-oriented
• Looking for someone who has had call center experience. Technical experience is necessary, but really needs to know the fast-paced environment of a call center
• Well developed troubleshooting skills
• Strong experience troubleshooting Windows 7 and Windows 10
• Prior IT Service Desk Management or help desk operations experience
• Deals effectively with antagonistic situations, using appropriate interpersonal communication to reduce tension/conflict

Responsibilities For Help Desk Support Analyst Resume

• Microsoft Office Skills - Outlook, Word and Excel
• Prior technical help desk experience
• Experience with Active Directory (resetting passwords, creating and deleting groups)
• Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues
• Experience wtih some sort of ticketing system. The client is eventually going to be implementing Service Now

Responsibilities For Help Desk Support Spec Resume

• Experience using ticketing systems, writing technical support documentation and computer proficiency with hardware and software technologies is required
• Experience working in an enterprise IT environment diagnosing and resolving various computer hardware and software related problems
• Experience using IT ticketing system
• Experience installing and uninstalling software
• Experience with installing desktop backup software and restoring data

Responsibilities For Help Desk Support Associate Resume

• Any experience within Active Directory at a very basic level (creating users, resetting passwords, etc.)
• Any experience within Active Directory at a very basic level (creating users, resetting passwords, etc.) is nice to have
• Experience working within a fast-paced, high request volume, enterprise-level Provisioning Operations service
• Experience with Incident Tracking and Ticketing tools, such as Service Now, HP Service Manager or similar
• Experience working with Windows 7 and Windows 10 Operating systems
• Experience troubleshooting Windows 7 and Windows 10 Operating systems
• Experience using various Windows Operating systems, i.e., Windows 10, Windows 7
• 3) Experience creating helpdesk tickets through a ticketing system
• Experience troubleshooting with a windows 7 environment and troubleshooting office 2010 user issues

Responsibilities For Help Desk Support Representative Resume

• Experience using a ticketing systems (Heat, ServiceNow, or Remedy are all acceptable)
• Nice to have previous experience using SNOW (Service Now) Ticketing system
• Experience working with engineering, network and software teams
• Experience with incident tracking, best help desk practices, Office Products, and basic NOC and SOC understanding
• Experience using and administering SharePoint sites
• Experience working in help desk/phone support and troubleshooting technical issues related to both hardware and software
• Experienced with supporting computer technology and software such as Windows, Office Suite, Remote Tools, Ticketing, and VPN
• Experienced in call routing and case management processes as well as case logging systems
• Experience working with a ticketing system and be able to document and escalate tickets

Responsibilities For Robotics Process Automation Help Desk Support Resume

• Previous experience working with ServiceNow ticketing systemSearch Jobs US
• Experience supporting and troubleshooting network connectivity
• Previous experience using a call/incident tracking system
• Experience writing Standard Operating Procedures (SOP)
• Experience providing tier one help desk support, triaging calls, password resets, etc
• Experience using a ticketing system such as Remedy
• ) Active Directory- Experience setting up new users, password resets and cleaning up permissions
• Experience using knowledge management systems
• Good understanding of IT operations processes

Responsibilities For Help Desk Support Agent Resume

• Experience troubleshooting two-factor authentication issues
• Experience providing support by Remote Desktop Connection
• Experience troubleshooting wired and wireless data communications and connectivity issues
• Monitors and operates the Help Desk Ticket Systems in accordance with operating instructions
• Experience working as an IT help desk staff
• Help Desk Experience; resolving issues
• Experience using a PC

Responsibilities For IT Help Desk Support Emeai Resume

• Work a flexible schedule as necessary and intelligently juggle sometimes conflicting priorities
• Experience working within an Agile-focused team
• Proven success working in high-volume, 24x7 technical call centers
• Hands-on experience with Microsoft Windows XP or Windows 7 operating system
• Service Now helpdesk ticketing system experience is desirable
• Experience documenting technical information into a knowledge-base and/or process documentation
• Experience using web-browsers, i.e., Internet Explorer, Firefox, Google Chrome, Safari etc. and various versions thereof

Responsibilities For Help Desk Support Asociate Resume

• Experience using MS Office, MS Excel, MS Outlook
• Basic to general understanding of computer systems, preferably with electronic health record systems or a combination of education and experience
• Experience giving technical support over the phone
• Experience troubleshooting MS Office / Outlook
• Experience with network troubleshooting, connectivity issues, network errors, etc
• Experienced in supporting Windows
• Motivated individual with a curious mindset looking to advance technical experience
• Related experience with a ticketing system- service now

Responsibilities For It-help Desk Support Level Resume

• 2) Experience supporting Email issues (Preferably outlook)
• 3+ yrs. experience with desktop/software troubleshooting is required
• Ideal applicant would have past experience working with remote employees over the phone
• Experience in direct end user support including Microsoft Office applications. (Required)
• 2yrs experience working in Help Desk/Tech. Support capacity

Related to Help Desk Support Resume Samples

Desk side support resume sample, help desk support specialist resume sample, help desk technical support resume sample, center support resume sample, tech, tech support resume sample, expert support resume sample, resume builder.

Professional Help Desk Manager Cover Letter Examples for 2024

Your help desk manager cover letter must showcase your leadership skills. Clearly demonstrate your ability to manage a team effectively. Highlight your technical expertise and problem-solving capabilities in the second paragraph. Provide examples of how you've successfully improved customer support operations.

Cover Letter Guide

Help Desk Manager Cover Letter Sample

Cover Letter Format

Cover Letter Salutation

Cover Letter Introduction

Cover Letter Body

Cover Letter Closing

No Experience Help Desk Manager Cover Letter

Key Takeaways

Embarking on your job hunt, you've found the perfect Help Desk Manager role, and you're ready to apply. Craft an effective cover letter that goes beyond your resume, sharing a compelling narrative of your proudest professional triumph. Steer clear of cliches and maintain formality, aiming to keep your reader engaged without spilling over one page. Let's hone your cover letter to reflect the unique problem-solver you are, ensuring it stands out in a sea of applicants.

• Write a help desk manager cover letter that helps you stand out (and get the job);
• Understand how to start and end your help desk manager cover letter with the appropriate greeting;
• What to include in the body of your help desk manager cover letter to put your best foot forward;
• Your most important achievements - how to present them as part of your help desk manager cover letter.

And if you want to make your life even easier, simply drag and drop your help desk manager resume into Enhancv's AI cover letter generator, and it will write your cover letter for you in just a few moments.

If the help desk manager isn't exactly the one you're looking for we have a plethora of cover letter examples for jobs like this one:

• Help Desk Manager resume guide and example
• Splunk Developer cover letter example
• Junior Software Developer cover letter example
• Tech Lead cover letter example
• IT Audit Manager cover letter example
• Junior System Administrator cover letter example
• React Full Stack Developer cover letter example
• Developer cover letter example
• Senior System Administrator cover letter example
• MongoDB cover letter example
• Cloud Security Engineer cover letter example

Help Desk Manager cover letter example

ABIGAIL HALL

San Francisco, California

+1-(234)-555-1234

[email protected]

• Quantifying Achievements: By mentioning the reduction of issue escalation by 15% and the increase of client satisfaction scores from 80% to 93%, the cover letter effectively uses specific metrics to highlight the applicant's past successes, thereby showcasing result-oriented competencies.
• Leadership and Team Management: The cover letter points out the candidate's experience in leading a team, an essential skill for a Help Desk Manager role which requires coordinating and guiding a team to ensure efficient IT support.
• Problem-Solving Initiative: The creation of a comprehensive reporting system indicates a proactive approach and the ability to implement solutions that lead to measurable improvements, demonstrating the candidate's problem-solving skills and innovation.
• Tailoring to Organization: The cover letter makes a tailored appeal to the standards of the prospective employer, implicitly reflecting the candidate's understanding of the organization's values and their eagerness to contribute to its goals.

What about your help desk manager cover letter format: organizing and structuring your information

Here is one secret you should know about your help desk manager cover letter assessment. The Applicant Tracker System (or ATS) won't analyze your cover letter.

You should thus focus on making an excellent impression on recruiters by writing consistent:

• Introduction
• Body paragraphs (and explanation)
• Promise or Call to action
• Signature (that's optional)

Now, let's talk about the design of your help desk manager cover letter.

Ensure all of your paragraphs are single-spaced and have a one-inch margins on all sides (like in our cover letter templates ).

Also, our cover letter builder automatically takes care of the format and comes along with some of the most popular (and modern) fonts like Volkhov, Chivo, and Bitter.

Speaking of fonts, professionals advise you to keep your help desk manager cover letter and resume in the same typography and avoid the over-used Arial or Times New Roman.

When wondering whether you should submit your help desk manager cover letter in Doc or PDF, select the second, as PDF keeps all of your information and design consistent.

The top sections on a help desk manager cover letter

• Header: This section includes the applicant's contact information, date, and the recruiter's details, creating a professional first impression and ensuring the recruiter knows how to reach the candidate.
• Opening Greeting: A personalized greeting addressing the hiring manager by name demonstrates the candidate's attention to detail and professional courtesy, which are critical in a help desk manager role.
• Introduction: The introductory paragraph should hook the reader with the candidate's most relevant experience and express genuine enthusiasm for the opportunity to manage the help desk team, setting the tone for the rest of the letter.
• Body: This section should detail the applicant's experience in handling customer service scenarios, team leadership, technical skills, and any relevant successes or improvements they have implemented previously, showcasing their qualifications for the help desk manager position.
• Closing: The closing paragraph should reiterate the applicant’s interest in the position, invite the hiring manager to arrange an interview, and thank them for considering the application, maintaining a professional and courteous end to the cover letter.

Key qualities recruiters search for in a candidate’s cover letter

• Exceptional interpersonal and communication skills: Critical for resolving issues and ensuring customer satisfaction.
• Proven ability to manage and lead a team: Essential for motivating staff and maintaining service standards.
• In-depth technical knowledge and troubleshooting experience: Vital for understanding the problems and guiding the team effectively.
• Experience with help desk software and tools: Necessary for efficiency and managing support tickets.
• Ability to stay calm under pressure: Important for handling high-stress situations and urgent support issues.
• Track record of improving help desk processes: Shows a commitment to enhancing customer support and operational efficiency.

What greeting should you use in your help desk manager cover letter salutation

A simple "Hello" or "Hey" just won't work.

With your help desk manager cover letter salutation , you set the tone of the whole communication.

You should thus address the hiring managers by using their first (or last name) in your greeting.

But how do you find out who's recruiting for the role?

The easiest way is to look up the role on LinkedIn or the corporate website.

Alternatively, you could also contact the organization via social media or email, for more information.

Unable to still obtain the recruiter's name?

Don't go down the "To whom it may concern path". Instead, start your cover letter with a "Dear HR team".

List of salutations you can use

• Dear Hiring Manager,
• Dear [Company Name] Team,
• Dear [Department Name] Hiring Committee,
• Dear Mr./Ms. [Last Name],
• Good Day [Department Name] Hiring Manager,
• Respected [Title and Last Name],

Get creative with your help desk manager cover letter introduction

Recruiters are going to assess plenty of candidate profiles for the role. Thus, anything you do to stand out will win you brownie points.

Use your help desk manager cover letter introduction to share something memorable about your experience .

But before you go down the rabbit hole of creativity and humor, align your message with the company culture.

For example, if you are applying for a role in some startup, use those first two sentences to tell a funny story (about your experience) to quickly connect with the recruiter.

Storytelling in the middle (or body) of your help desk manager cover letter

You've got your whole resume sorted, detailing your achievements and skills. What else can you write in your help desk manager cover letter ?

For starters, take the time to re-assess the job requirements and re-discover the most crucial skills and requirements (or keywords).

After making a list of these important keywords, look back on your experience to select just one of your past accomplishments.

Choose the achievement that is the most noteworthy, relevant to the role, and matches the required skills.

Use the next between three and six paragraphs to narrate how:

• you've grown your skill set, thanks to your achievement;
• you'd use the know-how you've gained in your new role;
• your accomplishment could help your potential employers grow.

Remember that recruiters don't need a retelling of your whole resume, but want to find out what makes you, you.

Closing paragraph basics: choose between a promise and a call to action

You've done all the hard work - congratulations! You've almost reached the end of your help desk manager cover letter .

But how do you ensure recruiters, who have read your application this far, remember you?

Most help desk manager professionals end their cover letter with a promise - hinting at their potential and what they plan on achieving if they're hired.

Another option would be to include a call for follow-up, where you remind recruiters that you're very interested in the opportunity (and look forward to hearing from them, soon).

Choose to close your help desk manager cover letter in the way that best fits your personality.

What could you write about in your help desk manager cover letter when you have no experience

Candidates with zero professional experience often struggle to write their help desk manager cover letter .

You may lack experience, but your application could still be impressive when you focus on your strengths.

Consider your most relevant talents (and/or one achievement) that align with the role and help you stand out.

Perhaps you spent every summer volunteering at your local dog pound - think of the job-relevant skills this experience taught you.

Sharing your tangible career goals is another good strategy to stand out.

Key takeaways

Summarizing the most important aspects in writing your help desk manager cover letter, remember to:

• Create a personalized help desk manager cover letter for each role you apply for, that includes the recruiter's name in the salutation;
• Format your help desk manager cover letter with single-spacing, one-inch margins, and a modern, yet ATS-friendly font;
• Always start off your help desk manager cover letter with two sentences that reflect what is most important about your application;
• Your help desk manager cover letter body should feature your biggest accomplishments and the job-relevant skills it has taught you;
• Instead of opting for the "Sincerely yours" ending, close your help desk manager cover letter with a nod to the future with what you aim to achieve in this potential role.

Cover letter examples by industry

AI cover letter writer, powered by ChatGPT

Enhancv harnesses the capabilities of ChatGPT to provide a streamlined interface designed specifically focused on composing a compelling cover letter without the hassle of thinking about formatting and wording.

• Content tailored to the job posting you're applying for
• ChatGPT model specifically trained by Enhancv
• Lightning-fast responses

How to Get a Job After Being Fired: 10 Sure-Fire Steps to Get you Back in the Game

Should you put a photo on your cover letter, it skills on resume and how to make them work for you, how to answer the “what are your compensation expectations” interview question, what do employers think of resume builder platforms, how to beat the applicant tracking system.

• Create Resume
• Terms of Service
• Privacy Policy
• Cookie Preferences
• Resume Examples
• Resume Templates
• AI Resume Builder
• Resume Summary Generator
• Resume Formats
• Resume Checker
• Resume Skills
• How to Write a Resume
• Modern Resume Templates
• Simple Resume Templates
• Cover Letter Builder
• Cover Letter Examples
• Cover Letter Templates
• Cover Letter Formats
• How to Write a Cover Letter
• Resume Guides
• Cover Letter Guides
• Job Interview Guides
• Job Interview Questions
• Career Resources
• Meet our customers
• Career resources
• English (UK)
• French (FR)
• German (DE)
• Spanish (ES)
• Swedish (SE)

© 2024 . All rights reserved.

Made with love by people who care.