help desk technician resume sample

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Helpdesk Technician Resume Sample

Boost your chances of getting hired and learn creative tricks to use in your own resume with this customizable Helpdesk Technician resume sample. Copy-paste this resume sample for free or revise it in our powerful resume maker.

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Helpdesk Technician Resume Sample (Full Text Version)

Alexander scherer.

Self-driven and motivated Helpdesk Technician experienced in providing technical support to the company’s clients and colleagues, managing user accounts, and installing and maintaining hardware and software. Possess great analytical skills, extraordinary teamwork skills, strong attention to detail and accuracy, and well-developed time management abilities.

Work experience

• Provided technical support and assistance to the company’s clients and colleagues and worked closely with customers in order to diagnose and resolve any IT related problematic issues.
• Monitored and investigated network issues, managed user accounts, and installed and configured multiple network devices, such as servers, routers, and switches.
• Sustained network security, completed weekly reports and summaries, and assisted in installing workstations.
• Installed and updated/upgraded hardware and software and executed various administrative duties as required.
• Awarded Employee of the Month and ranked as a #1 Helpdesk Technician at the company for performing great work.

GPA : 4.0 (Top 1% of the Programme)

The 2015, 2016 Academic Excellence Award winner

Clubs and Societies: Basketball Club, Engineering Society, Physics Society

Graduated with Distinction (Grade 1 - A/excellent equivalent in all 4 subjects)

The 2013 Best Graduate Award winner

Activities : Boat Club, Comics Club, Golf Club

Volunteering

Certificates.

Milan Šaržík, CPRW

Milan’s work-life has been centered around job search for the past three years. He is a Certified Professional Résumé Writer (CPRW™) as well as an active member of the Professional Association of Résumé Writers & Careers Coaches (PARWCC™). Milan holds a record for creating the most career document samples for our help center – until today, he has written more than 500 resumes and cover letters for positions across various industries. On top of that, Milan has completed studies at multiple well-known institutions, including Harvard University, University of Glasgow, and Frankfurt School of Finance and Management.

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Service Desk Technician Resume Examples

Are you looking to break into the service desk technician field and take your IT career to the next level? A strong resume is essential to get the job you want. This guide will provide you with tips on how to write a standout service desk technician resume. With examples and best practices, you will be able to create a resume that demonstrates your experience and qualifications to help you stand out from the competition.

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

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Service Desk Technician

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

I am an experienced and certified Service Desk Technician with a strong background in customer service and problem solving. I have extensive experience in computer system support and maintenance, help desk support, and troubleshooting. My technical abilities and excellent customer service skills make me an ideal candidate. I am confident that I can provide the highest level of customer service and technical support.

Core Skills :

• Advanced knowledge of computer systems and hardware
• Comprehensive understanding of computer networks
• Proficiency in troubleshooting and problem solving
• Ability to maintain system and network security
• Ability to respond to customer inquiries in a timely manner
• Excellent customer service skills
• Ability to work independently and in a team setting

Professional Experience : Service Desk Technician, ABC Company, June 2020 – Present

• Provide technical support to customers via telephone, email, and chat
• Resolve customer inquiries in a timely and effective manner
• Troubleshoot and resolve computer hardware and software issues
• Monitor system performance and make improvements when necessary
• Maintain system security and ensure data integrity
• Develop and maintain user accounts

Education : BS in Computer Science, XYZ University, 2016 – 2020

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Service Desk Technician Resume with No Experience

• A motivated professional seeking an entry- level position as a Service Desk Technician.
• Able to provide excellent customer service and technical support.
• Possess strong problem solving and communication skills.
• Customer Service
• Technical Troubleshooting
• Computer Networking
• Technical Writing
• Active Listening
• Knowledge of System Operation

Responsibilities

• Provide technical assistance to customers via telephone, email and in person
• Troubleshoot and identify hardware and software issues
• Research and diagnose technical problems
• Follow up with customers to ensure issue resolution
• Document customer interactions in ticketing system
• Provide customer feedback to appropriate team members
• Maintain records of all customer interactions and transactions
• Work with other technical team members to ensure timely resolution of all customer issues

Experience 0 Years

Level Junior

Education Bachelor’s

Service Desk Technician Resume with 2 Years of Experience

A motivated and organized Service Desk Technician with 2 years of experience looking for a role to grow my skills and develop my career. Skilled in customer service, problem solving and delivering a high standard of customer service. Possesses excellent communication and interpersonal skills, as well as a basic understanding of technical concepts.

• In- depth knowledge of troubleshooting systems and software
• Proficient in customer service, problem solving and multitasking
• Highly organized and efficient in managing customer queries
• Ability to work both independently and collaboratively
• Strong communication and interpersonal skills

Responsibilities :

• Providing exceptional customer service, answering customer queries and solving issues
• Troubleshooting and resolving customer technical problems
• Maintaining customer records and tracking customer issues
• Identifying customer needs and providing information and solutions
• Analyzing customer service trends to improve customer experience

Experience 2+ Years

Service Desk Technician Resume with 5 Years of Experience

Service Desk Technician with 5 years of experience in providing excellent technical service and support. Dedicated to resolving customer issues quickly and efficiently. Possesses strong communication, problem solving, troubleshooting and customer service skills. Experienced in working on both Windows and Mac operating systems.

• Customer service
• Troubleshooting
• Technical support
• Computer hardware setup
• Network connectivity
• Software installation
• Windows and Mac OS
• Data backup
• Provided customer service to clients regarding technical problems
• Diagnosed and resolved complex technical issues
• Installed, configured, maintained and repaired hardware and software
• Performed system backups, restores and virus scanning
• Configured and troubleshot network issues
• Tested and evaluated new programs and systems
• Created and maintained user accounts and passwords
• Assisted with the maintenance and operation of the computer system.

Experience 5+ Years

Level Senior

Service Desk Technician Resume with 7 Years of Experience

Highly- disciplined, reliable, and resourceful Service Desk Technician with 7 years’ IT experience in providing technical assistance to users and troubleshooting IT issues. Adept in responding to inquiries through emails, phone calls, and instant messaging or in- person. Possess excellent communication, problem- solving, organizational, and customer service skills.

• Microsoft Office Suite
• Active Directory
• Computer and Printer Troubleshooting
• Hardware Diagnostics
• VPN Support
• Data Backup and Recovery
• Provide technical assistance to end- users speedily and efficiently
• Respond to customer inquiries related to software and hardware issues in a timely manner
• Assist users to install operating system, hardware and software components
• Resolve all technical issues regarding printers, routers, network connections, and other computer peripherals
• Perform hardware and software maintenance, upgrades, repairs, and reconfiguration
• Backup and restore files, databases, and software applications
• Monitor system performance and security logs
• Identify and analyze potential problems and provide appropriate solutions
• Perform system diagnostics and troubleshooting, as needed

Experience 7+ Years

Service Desk Technician Resume with 10 Years of Experience

A results- oriented, customer service- focused Service Desk Technician with 10 years of experience in providing outstanding technical support. Skilled in troubleshooting computers, printers, networks, and other technical equipment, as well as quickly resolving support requests from customers. Possesses a wide range of technical knowledge, excellent communication skills, and the ability to work independently and as part of a team.

• System Analysis
• Hardware and Software Installation
• Networking and Printer Troubleshooting
• Customer Support
• Documentation
• Problem- solving and Conflict Resolution
• Answering support calls from customers and providing technical assistance
• Diagnosing and troubleshooting hardware and software issues
• Installing and configuring computer systems, printers, and networks
• Identifying and resolving network or security issues
• Developing and maintaining technical documentation
• Ensuring all customer service requests are resolved in a timely manner
• Training customers on the use of software and hardware applications
• Responding to customer inquiries in a professional and courteous manner

Experience 10+ Years

Level Senior Manager

Education Master’s

Service Desk Technician Resume with 15 Years of Experience

I am a highly experienced Service Desk Technician with 15 years of experience in resolving customer queries, troubleshooting technical issues and providing quality IT support. I have excellent written and verbal communication skills; possess a commitment to providing customer service excellence and have a strong knowledge of different technical systems and platforms. I am also adept at developing procedures, training users and working within SLAs.

• Comprehensive knowledge of technical systems, platforms and applications
• Outstanding customer service and problem- solving abilities
• Strong expertise in identifying and resolving technical issues
• Proven ability to train users on new systems and applications
• Proficient in developing processes, procedures and policies
• Demonstrated success in meeting SLAs and deadlines
• Providing technical IT support to users in order to resolve queries promptly
• Diagnosing and troubleshooting technical issues to ensure quick resolution
• Assisting users with installation and configuration of new equipment and software
• Developing processes, procedures and SLAs to optimize service levels
• Training users on new systems, applications and platforms
• Maintaining records and reports of customer interactions and technical solutions

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 Service Desk Technician resume?

When you’re applying for a Service Desk Technician role, you want to make sure that your resume is comprehensive and detailed. A great Service Desk Technician resume should include the following:

• Education and Certifications: Include any IT certifications that are relevant to the job you’re applying for.
• Work Experience: Any relevant experience that is applicable to the job you’re applying for should be included.
• Skills: Include any technical skills that are pertinent to the job, such as knowledge of operating systems, troubleshooting, and customer service.
• Professional Summary: A brief paragraph that outlines your experience and skills.
• Projects: List any projects that you have completed that are related to the position.
• Additional Skills: Include any additional skills or qualifications that you possess, such as familiarity with different software programs.
• References: List any references that you have.

By including all of the above information on your Service Desk Technician resume, you can ensure that you have a comprehensive and detailed resume that will give you the best chance of landing the job.

What is a good summary for a Service Desk Technician resume?

A Service Desk Technician resume should include a summary that highlights your experience in providing technical support to end users. When writing your summary, make sure to include your expertise in troubleshooting technical issues, your ability to communicate effectively with customers and coworkers, and your experience in resolving customer inquiries in a timely and efficient manner. Additionally, you should mention any special skills that you possess such as knowledge of multiple operating systems, familiarity with help desk software, or specialized training in a particular field. Your summary should demonstrate that you are a reliable and knowledgeable technician who is well-versed in providing excellent customer service.

What is a good objective for a Service Desk Technician resume?

A career in service desk technician is an attractive option for those who want to work in the IT sector. Service desk technicians provide essential customer service and technical support to customers, troubleshooting any technical issues they may encounter. As such, crafting an effective resume objective is essential to stand out from the competition.

When creating an objective statement for a service desk technician resume, it is important to highlight your technical proficiency, customer service and problem-solving skills. Here are some examples of effective objectives for a service desk technician resume:

• Highly motivated and certified service desk technician with 5+ years of experience in providing excellent customer service and troubleshooting complex technical issues.
• Seeking a challenging role as a service desk technician, utilizing my technical and customer service skills to provide quality support to customers.
• Dedicated service desk technician with a track record of successfully resolving customer issues in a timely and accurate manner.
• Experienced service desk technician looking for a role where I can use my technical and customer service skills to ensure customer satisfaction.
• Results-oriented service desk technician with 10+ years of experience in IT support, seeking an opportunity to leverage my problem-solving expertise in a service desk role.

These examples provide just a few ideas to help create an effective and targeted objective statement for a service desk technician resume. Crafting a targeted and concise statement is a great way to showcase your skills and make your resume stand out from the competition.

How do you list Service Desk Technician skills on a resume?

Writing a resume for a Service Desk Technician position requires highlighting the most relevant skills and abilities for the role.

Including the relevant skills on your resume is an effective way to ensure that you are considered for the position.

Here are some skills you can list on your resume for a Service Desk Technician role:

• Problem Solving: Ability to identify and troubleshoot technical and application problems.
• Customer Service: Exceptional skills in delivering customer service, including the ability to respond to inquiries quickly and accurately.
• Knowledge of Software: Working knowledge of commonly used software, including Microsoft Office and other relevant programs.
• Communication: Excellent written and verbal communication, with the ability to effectively communicate technical concepts and ideas.
• Multitasking: Ability to handle multiple tasks simultaneously and effectively.
• Attention to Detail: Ability to provide accurate and detailed information to customers.
• Technical Support: Familiarity with providing technical support via phone, email, or other communication channels.

By including these skills on your resume, you can showcase your competencies and qualifications to potential employers and demonstrate your value as a Service Desk Technician.

What skills should I put on my resume for Service Desk Technician?

When creating a resume for a Service Desk Technician position, it is important to showcase the skills that make you the ideal candidate for the job. Here are some skills employers may be looking for when considering Service Desk Technician applicants:

• Technical Knowledge: You should have a strong technical background with the ability to troubleshoot and resolve IT issues. Knowledge of computer hardware, software, and networking is essential.
• Customer Service: Service Desk Technicians need to be customer service-oriented and be able to provide help desk support to customers. Good communication skills and the ability to remain professional and courteous are essential in this role.
• Problem Solving: Service Desk Technicians need to be able to think on their feet to solve customer problems quickly and efficiently. The ability to troubleshoot complex IT issues and find solutions is essential.
• Time Management: Service Desk Technicians need to be able to manage their time effectively in order to resolve customer issues in a timely manner. The ability to prioritize tasks and manage multiple customers simultaneously is important.
• Documentation: Service Desk Technicians need to be able to document customer interactions and IT issues accurately in a timely manner.

By including these skills on your resume, you will be able to showcase your qualifications for a Service Desk Technician position and make yourself a more attractive job candidate.

Key takeaways for an Service Desk Technician resume

If you are a Service Desk Technician, your resume should include key takeaways that can clearly demonstrate your skills and experience. Here are some important points to consider when creating your resume:

• Demonstrate technical expertise. Make sure your resume highlights your technical expertise and any certifications you have obtained, such as A+, Network+, or Microsoft Certified Systems Administrator.
• Showcase customer service skills. Service Desk Technicians often have to assist customers and demonstrate strong customer service skills. Include any experiences you have had working in customer service roles on your resume.
• Highlight troubleshooting abilities. Troubleshooting is an important part of the job for a Service Desk Technician, so make sure to highlight any relevant troubleshooting experience you have had.
• Detail your experience with various software and hardware. As a Service Desk Technician, you will likely be using various software and hardware on a regular basis. Include any experience you have with these on your resume.
• Include soft skills. Soft skills are important for Service Desk Technicians, such as excellent communication, problem-solving, and time management. Make sure to include any of these skills in your resume.

These key takeaways are essential for any Service Desk Technician’s resume. Make sure to include them to help you stand out from the competition and get the job you want.

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Help Desk Technical Support Resume Samples

The guide to resume tailoring.

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

• Ensuring that staffing levels are maintained throughout Program business hours by managing shift staffing in conjunction with Workforce and Site Management
• Resolves issues surrounding computer hardware, software, network, and telecommunications systems while demonstrating expertise in customer service and technical knowledge
• Monitoring of network and customer devices for up-time and performance
• Provide support in process improvement initiatives
• Troubleshoot research, diagnose, document, and resolve technical issues surrounding Windows XP, Windows 7, MS Office applications, email, other special applications, Internet connections, and hardware/peripheral equipment via telephone
• Maintain historical performance records for the Period of Performance
• Provide assistance via phone or email for issues with mobile scanning units
• Good working knowledge of Ethernet networks, Wi-Fi and Bluetooth connectivity
• Providing technical support via telephone, e-mail and remote support tools
• Log, prioritise and resolve issues utilising our CRM applications
• Installing new and upgrading existing systems
• Knowledge of Microsoft operating systems (XP, 2003, VISTA, 7, 2008, etc)
• Supporting the wider business through the provision of excellent customer service
• Willing to be responsible, take ownership and use own initiative
• In depth knowledge of Microsoft desktop operating systems (Windows 7), network connectivity and desktop software application troubleshooting
• CompTIA Security+ with computing environment (or other certification IAW DoD 8570.1 Technical Level II)
• In depth knowledge of end user hardware and software installations, configurations, and troubleshooting
• Analytical and problem-solving abilities, with keen attention to detail
• Master Microsoft Office User Spec
• Working knowledge of Microsoft server operating systems and applications and knowledge in one or more of the following; AD, Exchange (2003/2007/2010), Print Services, DNS, DHCP, Lync, VMware, BES, NetApp, DataDomain
• Strong customer-service orientation
• Working knowledge of Windows application features and troubleshooting
• Ability to install, maintain and troubleshoot server, network, system and application issues
• Preserve and grow your knowledge of help desk procedures, products and services
• Utilize excellent customer service skills and exceed customers’ expectations
• Previous Service Desk/Call Center experience, basic account administration, and Remedy experience
• Software Engineering Institute – Capability Maturity Model (SEI-CMM)
• Be able to communicate written and/or verbal situational awareness to
• Basic network troubleshooting
• Provide first level contact and convey resolutions to customer issues
• ACTIVE DIRECTORY account administration (users and distro and security groups)

8 Help Desk Technical Support resume templates

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• Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation
• Two or more years of technical or customer support experience
• Experience working with company products and operating systems
• Customer Support (Competency)-Experienced-2, Help Desk Account Inquiries-Experienced-2
• Tech Support experience supporting external customers using custom software Customer Service Experience Phone Skills Organized Good oral and communication skills

Help Desk Technical Support, .T Resume Examples & Samples

• Regularly, as required and along with other members of the team, participate in technical workstation support and systems implementations and rollouts
• Install computer hardware and software quickly in a high stress environment
• Troubleshoot hardware and software issues in a Windows XP,7,8,10 and MAC OS X 10.7-10.11.3 environment
• Track and log Help Desk calls
• Support members of the Help Desk team and other departments when necessary
• A+ certification and a minimum of 1 year of equivalent hardware and support experience required
• Diploma in Technology and/or MCSE certification an asset
• Solid experience in core Microsoft products, including Windows XP,7,8, 10, Microsoft Office 2010/13, Active Directory and Exchange Management Console
• Thorough hardware knowledge of personal computers and laser printers
• Demonstrated ability to install computer hardware/software, quickly and efficiently
• Working knowledge of TCP/IP protocol
• Ability to deploy software and patches with Microsoft SCCM
• Experience with Apple Products and hand held devices (e.g. iPhone, Android, BlackBerry) an asset

Help Desk Technical Support Resume Examples & Samples

• Using available resources, determine the root cause or issues which could potentially be the following: (a) the Mobile scanning units, (b). the cellular network, or (c) USPS infrastructure problem
• Create work requests/tickets as needed and direct the request to the proper owner of the ticket for resolution
• Follow policies and procedures for troubleshooting and or escalation of events
• Associate Degree and a minimum of 1 years of related experience or high school grad/GED and 2 yrs exp; or an equivalent combination of education and training that provides the required knowledge, skills, and abilities
• Experience working in IT support role [Helpdesk,Tier 1]
• Ability to follow detailed instructions or procedures with minor supervision
• Ability to communicate effectively in person, in writing, and over the telephone in English
• Hands on experience with Windows operating systems and MS Office
• Working knowledge of IT Service Desk model
• Experience working in large-scale IT environment
• Experience with providing Tier 1 and Tier 2 phone support
• Local to the Raleigh, NC area. This position does not have relocation assistance
• Be able to work a various shift schedules with a focus on the overnight shift and have prior experience working an overnight 3rd shift
• Must have an Associates Degree OR other 2 year technical degree OR 2 years in lieu of Associates
• Have proven experience supporting a fast-paced 24x7 production environment
• Be customer focused and service oriented (strong verbal communication, inform others, improve processes, and proactively solve problems)
• Have strong written and verbal communication skills to communicate clearly and comprehensively to senior leadership and technical experts
• Have strong organization and time-management skills, a “can-do” attitude, and the ability to multi-task; comfortable with changing priorities
• Be an excellent team player and able to manage and prioritize work
• Have outstanding customer service experience working to meet SLAs in an ITIL environment
• Take strong initiative with superior analytical, diagnostic, and troubleshooting skills and be to life-long learning and initiative to continually improve technical skill set
• Have proven understanding of servers and hardware (Unix, Linux, Cisco)
• Have Interim SECRET LEVEL CLEARANCE
• Have a CompTIA Security+ certification or equivalent IA baseline
• A+ and Network + are preferred
• CCNA is a major plus

Help Desk / Technical Support Resume Examples & Samples

• Ability to support Windows OS, OS X, iOS and Android
• Ability to quickly learn and support proprietary software
• Exceptional customer service
• Excellent documentation
• A love of problem solving and helping people
• Associates degree or equivalent experience
• Great multi-tasking and time management skills
• Associates Degree in related field and 3 years relevant experience
• ISD team members must have general PC and Microsoft Office
• ISD agents must have the following skills and experience demonstrated

Help Desk Technical Support Specialist Resume Examples & Samples

• Use support desk incident tracking systems
• Create and manage incident (issue) tickets, provide caller with ticket number and estimated resolution time
• Verify that software/equipment is properly configured and network connectivity is operational and correct connected to the network
• Follow helpdesk scripts to analyze and resolve system hardware and software issues, troubleshoot network and communication problems, and transfer or escalate issues
• If needed, escalate issues following proper transfer processes to next Tier support
• Conduct follow-up to ensure issue is resolved and ticket is closed
• Computer operations background
• Computer networking knowledge
• Verify network timings
• Verify proper sequential operation
• Verify data transmission & data return formats
• Use ordering system to order and track replacement parts
• Learn to re-configure CPU/laptop based scanning systems
• Learn to maintain applicable web-based configuration systems
• Analyze log files to identify root cause/ issue patterns and; to recommend long-term solutions to eliminate these issues
• Under supervision, provides support to end-users for PC hardware, operating systems, software applications, peripherals, and communication devices
• May respond to, diagnose and troubleshoot problems through discussion with users, to restore service and/or identify and correct problems
• Recommends system modifications to reduce user problems
• Typically resolves basic problems while referring more complex problems to intermediate and/or senior level
• Requires good communications skills with the ability to work with users diplomatically and skillfully
• Maintains an Active Top Secret Clearance
• A+ and Network+, a plus
• Microsoft Certification such as MCP, MCSE or MCSA
• Must be flexible and able to work within a 24x7x365 support environment
• Receives inbound customer contacts via various channels (phone, email, and web)
• Records, maintains and updates records in the Incident Management system, and follows knowledge database for troubleshooting and procedural guidelines
• Routes tickets for issues which cannot be resolved at the service desk (First Call Resolution) to the appropriate resolving group
• Documents and submits problem resolutions to the knowledge database in order to assist other Help Desk personnel with problem resolutions
• Provide documentation support to SME (Subject Matter Expert), Technical Writer, or Content Manager as appropriate to business need and skill level
• Write, review, and publish knowledge database articles as required
• Assist data management of the knowledge database through import / export processes
• Support VITA Program initiatives and departmental guidelines as directed
• Associate's degree; 2 years of relevant experience in a technical field or customer service environment may be substituted in lieu of degree
• Superior Customer Service skills
• Ability to obtain (and maintain) once hired a Department of Corrections (DOC) clearance
• Ability to demonstrate advanced customer service and troubleshooting skills in an IT environment
• Must be able to negotiate and integrate different viewpoints to achieve success
• Prioritizes and adjusts tasks simultaneously to accomplish positive results
• Records, maintains and updates records in the IT Service Manager (ITSM) system, and follows knowledge database for troubleshooting and procedural guidelines
• Documents and submits problem resolutions to the knowledge database in order to assist other service desk personnel with problem resolutions
• Provide documentation support to Subject Matter Expert (SME), Technical Writer, or Content Manager as appropriate to business need and skill level
• Engage other support areas to ensure tickets are logged properly and worked in a timely manner
• Maintain awareness of criticality of all tickets within assigned queue(s)
• Ensuring accountability of accurate ticket categorization, documentation, coding, and Priority level
• Conduct research, as needed, to validate asset and configuration information
• Comply with all Program Service Level Agreements (SLAs) and coding requirements that impact the SLA query metrics, and the SLA query impact to the Partnership
• Verify that all requests are made using approved formats, have been authorized by appropriate approvers, and are in compliance with Commonwealth Security requirements
• Track and provide feedback to leadership on trends and provide suggestions on correcting negative trends
• Analyze data to discover facts, knowledge, and other relevant information
• Resolve customer requests or incidents via remote desktop support
• Perform account administration on COV domain, legacy domain, and other designated accounts
• Troubleshoot, create, and administer Virtual Private Network (VPN) accounts for end users
• Administer file structure permissions for groups, end users, or objects through Active Directory
• Provide account administration services for IBM mainframe accounts through creation, modifying, and deleting accounts as requested
• Listen to call recordings, review email submissions, and review general ticket details and information to ensure quality assurance compliance with all documented policy and procedures
• Provide verbal and written feedback to the leadership team based on identified trends or focus areas based on findings through quality assurance evaluation process
• Generate reports as needed based on audit compliance results
• Review customer interactions based on feedback from customer satisfaction survey responses to provide input on process improvements
• Level 1 or Level 2 responsibilities as determined by business need
• Assist with other assigned duties as needed based on business needs
• Associates degree and 1 year relevant work experience; or 3 years of relevant work experience in a technical field or customer service environment will be accepted in lieu of an Associate’s degree
• Ability to obtain (and maintain) a Department of Corrections (DOC) clearance once hired
• Ability to work a flexible schedule in a 24x7x365 environment
• Certified in Service Desk related fields
• Certified in ITIL
• MCP, MCSE, A+
• Documents the established procedures used to perform repetitive, but, complex tasks
• Maintains comprehensive records of work performed
• Operates personal computer terminals and LAN attached to workstations to perform job function and general clerical/administrative work
• Provides technical assistance to the computer operations staff and user community, as needed
• Lean Six Sigma
• Records, maintains and updates records in the Incident Management system. Performs analysis of problems and assist with corrective action to restore functionality, and works with technical, customer service or development staff to resolve recurring problems and issues with applications and/or products
• Service Desk provides 7x24x365 support including weekends and holidays
• Associate's degree or other 2 year technical degree in a related discipline or an equivalent combination of education and experience (high school with 2+ years of relevant experience)
• Fundamental understanding of Systems and Networking basics
• Must be customer and detail oriented and possess good decision-making ability
• Strong troubleshooting abilities are a must
• Knowledge and understanding of customer service techniques. Prefer knowledge of Microsoft Office automation solutions, and a willingness to learn new tools and technologies and take on new responsibilities as assigned
• At least six months experience and knowledge working with internal Northrop Grumman IT Service Center (ITSC)
• Certified Help Desk Professional, MCP, MCSE, A+, or certificate in related discipline preferred
• Microsoft Office
• HDI Certifications (HDI-CSR, HDI-SCA, HDI-DST, HDI-TSP, HDI-PMP) reviewed and may be applied toward years of experience
• Typical Minimum Education / Experience: AA or other 2 year technical degree in related discipline and 1 year of related experience. / 4 years of experience in customer service relations may be substituted for degree requirement
• Candidate must be a U.S. Citizen
• Shift work is required (second shift)
• Relocation not provided
• Customer relations experience
• Recent experience Military experience (Customer is USAF)
• Maintains and updates records and tracking databases
• Experience with ServiceNow and Microsoft Office
• A+ and Network+
• DoD Secret Security Clearance
• Candidate MUST have a active Security+ (CE) certification
• Security+ (CE) certification expiration date must be provided for all candidates
• The ISD also participates in asset management, change management, and release management
• The ISD team is responsible for PC account administration
• ISD agents gather the information needed to resolve customer issues and provide verbal and remote instruction/assistance to customers, including status updates as needed

Help Desk Technical Support Technician Resume Examples & Samples

• The MDA’s Integrated Service Desk (ISD) is the primary “first contact” POC for all MDA users requiring IT services. The ISD operates as a virtual service desk with team members located in Colorado Springs, CO and Huntsville, AL using common processes and tools
• The common tasks performed by the ISD are user call processing, incident management, service request management, and escalation of higher level incidents and problems to other IT functional teams
• The ISD also participates in asset management, change management, and release management. The ISD team is responsible for PC account administration
• ISD agents gather the information needed to resolve customer issues and provide verbal and remote instruction/assistance to customers, including status updates as needed. All ISD agents should be prepared to work non-standard shifts, including off hours, holidays, and weekends
• These shifts may rotate dependent on the needs of the customer and the ISD team
• Previous Service Desk/Call Center experience
• Basic account administration
• Oversees analyst daily activities with focus on efficiently performing their assigned functional role (i.e. Tier I, Tier II, Remote Desktop, and AAO)
• Coaches’ analyst on meeting or exceeding all operational metrics with regular feedback to line management based on functional role; documented and provided to management
• 1:1 monthly meetings with assigned analyst; documented and provided to management
• Next level escalation and acts as Team Lead and monitors daily attendance of analyst and reports noncompliance to Workforce and Site Management
• Oversees induction and On-the-job training projects for staff to ensure their productivity meets operational expectations. Coaches and Instructs analyst on all aspects within their functional duties, including awareness sessions
• Act as a point of contact to answer analyst questions and provide floor support (including handling escalations, etc.)
• Act as Team Lead for representing management on customer escalation or difficult calls as necessary, or works high visibility tickets
• Monitors analyst compliance to departmental and operational work rules as implemented by Senior Management (Site and Tower Management) executing Weekly data analysis and reviews on adherence reporting
• Develops standards, policies and procedures for the Help Desk organization in conjunction with Site Manager
• Researches, maintains, recommends improvements to the VSM Service Manager - Knowledge Management system
• Provide other support functions as directed by management to include but not limited to, supporting Workforce management, Incident Management and monthly SLA data analysis, Quality audits and reviews
• Representing the Service Desk at Program meetings attends End-User Services, Service Delivery and Cross-Functional Program IPT meetings and communicates VCCC customer satisfaction monthly results, assumes command and control while Site Manager is unavailable. Assisting Analysts in providing first line support when workloads are high, or where additional experience is required
• Escalation support for analyst and report to site manager on any issue(s) that could significantly impact the business, including personnel
• Take overall responsibility for incident management and request fulfillment on the Service Desk to meet Program SLA's
• Prepare and train the support team for new product/service releases
• This is a working Team Leader position which requires active participation on day-to-day operations (i.e. taking calls, Remote Desktop, AAO) as needed
• Shift rotation possible based on business requirements as directed by management
• Provide other support functions as directed by management
• Assist the Tier I Operations Manager with the preparation and administration of departmental budget and business plans and metrics

PC / Help Desk Technical Support Resume Examples & Samples

• Must have an Active Secret Clearance
• Must have a CompTIA Security+ certification or equivalent IA baseline
• Have a general understanding of Windows/PC applications
• Have a general understanding of servers and hardware (Windows, Unix, Linux, Cisco)
• AA or equivalent
• 1 yr related experience
• Applicant selected will be subjected to a security investigation and must meet eligibility requirements for access to classified information
• Update customer data and produce activity reports
• Walk customers through problem solving process
• Ensure proper recording, documentation and closure
• Monitor alert systems and take appropriate action
• Additional duties as directed by manager

Help Desk Technical Support Level Resume Examples & Samples

• Responsible for the development of logistics documentation, and ensuring life cycle sustainment planning, execution, and reporting requirements identified in are contractually executed
• Includes oversight of Service Desk operations; collection and reporting of Service Desk and reliability metrics; oversight of Field Training Services teams; and quality assurance and currency of all training products
• Bachelors degree from an accredited college or university. Educational requirement may be substituted by Current Professional Logistics Certification or have equivalent logistics training (resume to specify all equivalent training), and five (5) years working in direct support of defense life-cycle logistics. An educational equivalency is in addition to years of experience
• Specialized experience with ten (10) years of experience in defense life-cycle (acquisition) logistics support to include: logistics management, principles, practices, and processes. Eight (8) years of experience in support of DoD systems; including: Analyzing Contracts, Analyzing System Design Specifications, Analyzing Engineering/Systems Management Data, Developing Logistics Plans and Procedures, and Developing Logistics Management Plans and Guidelines
• Experience supervising Logistics and Training Specialists
• DAWIA Level 1, 2,3 for Contracting or Acquisitions
• Tier 0 through 3 Service Desk support
• AA or other 2 year technical degree in related discipline and 3 years of related experience
• Experience working with multiple operating systems (e.g., Windows Server, RHEL)
• Current DoD 8570 Security + CE certification (IAT Level II compliant)
• Experience supporting real-time operations, and the hardware and software involved with DCGS mission operations
• Experience working with systems management tools (e.g., SolarWinds, WhatsUp Gold)
• Bachelors and two (2) years or more experience; Masters and 0 years related experience
• Associates degree in a relevant field and at least 9 years general experience with 4 years of related experience
• Working knowledge of Windows application features and troubleshooting. Use of collaboration tools (chat, instant meetings, SMS Remote Desktop, Virtual and Computer-Based Training)
• Experience and capability to manage Service Levels

Help Desk Technical Support IV Resume Examples & Samples

• Answers help desk telephones for assigned account(s) and responds to customer inquiries to ensure customer
• AA or equivalent + 6 yrs related experience
• We are using ServiceNow

Line Merchant Help-desk Technical Support Analyst Resume Examples & Samples

• Second point of contact for all customers for product/solution support
• Accurately update and maintain internal records and systems
• Identification, recreation and documentation of software issues and required changes
• GCSE level qualification passes to include English and Mathematics (essential)
• Experience of working in an IT support position
• Proficient with Microsoft Office - particularly Word and Excel
• Ability to work logically, being accurate and thorough, paying attention to detail
• Self-motivated and reliable while working individually or as part of a team
• Ability to think objectively and creatively, suggesting change whenever necessary
• Ability to multi-task, particularly under pressure, within tight deadlines and SLAs
• Ability to establish time requirements and set customer expectations accordingly
• Knowledge of the card payment industry and service provision (Desirable)
• Ability to review and reflect (Desirable)
• Associate's degree in a relevant field and at least 3 years of related experience. Additional years of experience in lieu of degree is acceptable
• Must have the following skills and experience demonstrated through a series of customer service and technical questions posed during the interview process
• Use of collaboration tools (chat, instant meetings,
• Requires an Associates Degree with a 2 year technical degree in related discipline with one year of Information Technology experience
• Must have current Secret or higher clearance
• Must have the discipline to adhere to implemented process standards and security practices and procedures
• Bachelors degree in IT, CS, MIS or relevant degree
• Ability to work as a team member and work in a fast-paced environment
• Troubleshoot desktop, printer, scanner, BB’s, perhiperal, network, hardware and software issues
• Administer moves, additions, changes, and removals for end user devices in the infrastructure
• Manage user/group accounts, to include creation, deletion, validation, and modification (ULAN & SLAN)
• Satisfy approved user requests for hardware and software. Under direction of appropriate government shared folder owners, create and modify folder access permissions of shared folders
• Assist the Telephone Control Officers by entering telephone-related trouble tickets and work orders, interact with telephone service O&M provider (52nd Sig BN), and provide customer feedback on work order scheduling and resolution
• Assist documenting and/or scheduling office installation/movement of IT equipment (ULAN/SLAN machines, telephones) as the Customer Rep
• Provide assistance to the end users by documenting new hardware/software requirements. When determined to be unserviceable in place, remove inoperable equipment and re-install when fixed or replaced. Prepare IT equipment for turn-in as required. Provide assistance to the O&M VTC Team with VTC scheduling and setup in conference rooms
• Provide assistance to conference, meeting and exercise coordinators by documenting conference, meeting and exercise C4 Systems IT support requirements
• Provide support to Information Assurance, including initial response and triage to Classified Messaging Incidents, etc
• Work with escalated support tiers to troubleshoot issues. Follows established processes and procedures
• Documents technical fixes or process improvements as required. Create, update and close Remedy trouble tickets
• Security+ certificate
• Must meet 8570 requirements IAT CE Certs
• Must be willing to travel 30%

Help Desk Technical Support Lead-stuttgart Resume Examples & Samples

• Experience providing support to end users
• Experience providing support and system administration services in an enterprise environment
• Experience with Active Directory, Print server and BES servers as it relates to end user support
• Understanding of TCP/IP and network services such as DNS and DHCP
• Working knowledge of networking and specific knowledge in one or more of the following; routing, subnetting, TCP/IP, firewalls, IDS’s, VPN’s, VLAN’s, and network equipment configuration and troubleshooting operating systems (Windows 7), network connectivity and desktop software application troubleshooting
• Experience with ITIL framework and active in implementing process improvements
• Self motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment
• One of the following computing environment certification is required
• Microsoft MCP
• Cust Svs Spc

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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

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?

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Service Desk Technician Resume Sample

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Work Experience

• Serve as escalation point between the Service Desk and partner providers (DELL, Lexmark, etc.). Interact with Technicians, Engineers and/or internal teams to restore service and/or identify and correct core problems to ensure efficient operation of the firm’s desktop computing environment
• Positive attitude and the ability to work effectively in a peer-oriented small team environment with minimal supervision
• Basic Network administration and troubleshooting
• Be comfortable in learning and tackling project utilizing unfamiliar technologies
• Data Center, and Server Room experience
• Monitors IT’s service management ticketing system and responds to all requests for technical support
• Monitors and answers MRIGlobal’s Service Desk phone line and provides Tier 1 support over the phone
• Be an escalation for the Team, which includes being willing to jump in and help out when a clear solution is not apparent or help is needed
• Provide documentation on processes and procedures for the Service Desk Team
• Coordinates and completes large technical level projects for customers escalated from I and II, Service Desk Lead, Service Desk Supervisor, etc
• Assists Service Desk Technicians formulate and provide "plans" to customers as required
• Acts as technical coach and mentor for Technician I and II levels
• Perform remote administration tasks for other offices within the global business as directed by the IT
• Receives requests through the tracking system, via email or telephone for assistance on desktop and computer related problems including network, hardware, software, peripheral, and related equipment; determines severity of problems; troubleshoots, resolves or refers to appropriate technical staff; as appropriate, trains users in resolving problems
• Ensures quality customer service to client users; ensures proper and accurate feedback on technical problems; and coordinates communications between client and information technology staff
• Utilizes and maintains help desk tracking systems, software, and related systems to ensure efficient help desk and customer service operations; maintains forms, documentation, and logs; and generates reports and identify improvements in customer assistance
• Escalates technical issues and coordinates with information technology staff to resolve problems and provide solutions; consults with outside vendors and consultants as needed
• Answers service desk calls and manages SalesForce cases for all employees and resolves issues meeting customer satisfaction requirements and within required Service Level Agreement (SLA) parameters
• Maintains individual education plan with goals to achieve
• Supports and adheres to Company’s Code of Conduct and Ethics Policy
• Works independently 90%+ of the time
• Acts as escalation point for Service Desk Technician I and II groups; responsible for knowledge transfer for escalated incidents back to Technician I and II groups via training
• Provides bypass and restoration techniques or solutions
• Act as communication nucleus for all of Customer Operations including after hours incident management responsibilities

Professional Skills

• Demonstrates excellent interpersonal skills with a willingness to share knowledge, coach and collaborate effectively with individuals and other departments
• Excellent verbal and written communication skills along with exemplary customer service skills
• Provide technical support over the phone; good phone skills, proficient writing skills, professional demeanor required
• Very strong organizational and prioritizing skills
• Strong organizational skills, and ability to prioritize workload
• Working experience with Word, Excel and Outlook skills
• Prior experience testing and validating new images using MDT

How to write Service Desk Technician Resume

Service Desk Technician role is responsible for customer, troubleshooting, technical, interpersonal, windows, organizational, resolve, documentation, communications, analytical. To write great resume for service desk technician job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Service Desk Technician Resume

The section contact information is important in your service desk technician 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 Service Desk Technician Resume

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

Representative Service Desk Technician resume experience can include:

• Act as a business partner representing IT User Services delivering excellent customer service using active listening and communication skills
• Strong understanding of ITIL Foundations with prior experience designing and administering Zendesk or other ITSM tools
• Basic troubleshooting skills for wireless broadband and experience using and supporting modern smart-phones and tablets (Android and Apple)
• Strong active listening, typing, and documentation skills and specifically, the ability to type by touch
• Strong people skills and a talent for problem solving
• Demonstrate initiative in learning new skills and technologies

Education on a Service Desk Technician Resume

Make sure to make education a priority on your service desk technician resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your service desk technician 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 Service Desk Technician Resume

When listing skills on your service desk technician 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 service desk technician skills:

• Excellent interpersonal skills, in addition to effective customer interaction skills
• Position requires strong analytical skills and troubleshooting skills
• Strong written and oral communication skills with the ability to communicate effectively at all levels
• Strong interpersonal skills – able to build rapport and manage high priority issues with empathy and purpose
• Use active listening skills to establish trust and build rapport courteously and effectively
• Strong interpersonal skills for effective interaction with clients

List of Typical Experience For a Service Desk Technician Resume

Experience for it service desk technician resume.

• Possess strong communication skills: written, oral and listening
• Excellent customer service skills and ability to communicate well with users in person, on the phone, or via email
• Strong verbal and written communication skills are imperative for documentation and the translation of technical subjects to non-technical staff
• Excellent verbal and written communication skills in languages
• Be detail oriented with strong organizational skills
• Provide technical support over the phone; good phone skills, professional demeanor
• Strong service orientation and time management skills
• Strong troubleshooting and problem solving skillset
• Strong analytical and troubleshooting skills, attention to detail, consistent resolution of problems

Experience For Senior Service Desk Technician Resume

• Strong Microsoft Office suite (Outlook, Word, Excel, Power Point, etc.) skills
• Excellent IT skills and computer literacy. (Required)
• Good people/negotiation skills
• Excellent customer service skills and ability to handle needy/difficult end users
• Professional & friendly with excellent customer service skills & the ability to persuade and negotiate
• Strong verbal and written English and Spanish language skills

Experience For Tier Service Desk Technician Resume

• Excellent verbal and written communication skills, by phone and in person
• Good verbal & written communication skills with the ability to communicate technical issues with non-technical people
• Excellent customer service skills both on phone and at desk side
• Outstanding client-facing skills
• Grows general knowledge & skills of current business processes and IT infrastructure, increasing the rate of first call resolution
• Effectively utilizes knowledge management system when troubleshooting client issues
• Windows Desktop Operating Systems – version 7 & 10 – Expert Level skillset required
• Windows server 2008 & 2012 experience (Basic understanding of build, configure, troubleshoot, app. Installs) Experience is required
• Advanced analytical and troubleshooting skills, attention to detail, and consistent resolution of IT problems

Experience For Temporary Service Desk Technician Resume

• Prior experience supporting Point of Sales systems (POS) and windows based work stations
• Exceptional written / documentation skills
• Customer services skills and temperament
• Demonstrated track record of effective communication and professionalism
• Demonstrated success with prioritizing requests and ensuring service levels and key performance indicators (KPI) are met and maintained
• Create/Validate Knowledge Management content for accuracy and effectiveness
• The ability to prioritise work and manage time to cope with competing demands and priorities

Experience For Service Desk Technician North Tyneside Resume

• Personal skills: motivated, quick learner, organized and responsible
• Demonstrated experience in an IT service desk support role required
• Demonstrated experience provisioning mobile devices (Blackberry) and troubleshooting end-user account and access inquiries
• Demonstrated experience with Windows Active Directory
• Strong experience with Windows10, Office 2016, Cisco

Experience For Global Service Desk Technician Resume

• Exceptional documentation skills and attention to detail for documentation (design documentation, processes/procedures, environment diagrams, etc.) are desired
• Communicate effectively across all levels of the organization as needed to respond to end user requests
• A strong commitment to deliver a superior client experience through direct interaction with clients during support and change management
• Analytical skills and troubleshooting methods
• Solid Technical Skill Set
• Beginner to intermediate skills in Windows OS (7/8.1/10), Microsoft Office product line, Adobe software, and case management systems
• Well-developed communication both written and oral skills

Experience For Service Desk Technician Intern Resume

• Organizational and customer service skills
• Exceptional people skills required
• Basic Technical Computer Skills
• Effectively document results in CRM software tool
• Prior experience in HelpDesk or similar operations environment
• General skills with Windows 2000, XP and MS Office applications
• General skills with Windows XP, 2007, 2010, and MS Office applications
• Act effectively and professionally at all times

Experience For ITS Service Desk Technician OPS Resume

• Prior Managed Service Provider experience
• Ticketing system experience: remedy, servicenow, etc
• Working experience as a Customer Services or Call Center environment
• Providing excellent customer service for internal customers
• Networking, Cyber, systems administration experience, Active Directory Administration, technical certifications
• Working experience in an IT support capacity within a large networked organisation

Experience For Enterprise Service Desk Technician Resume

• Experience working with and supporting desktop operating systems such as Microsoft Windows 7 through Windows 10
• Experience working with customers, addressing issues, and managing customer concerns and requests over the phone and/or in person
• Strong working knowledge of personal computer systems, including computer hardware, operating systems and peripherals
• At least 2 yrs experience supporting Windows operating system computing environment and a HS diploma
• Experience maintaining or troubleshooting 2 or more of the following systems/items
• Experience in diagnosing and troubleshooting computer systems, Windows 2007/2013/2016, and MS Office 2007/2010/2013/2016

Experience For Apprentice Service Desk Technician Resume

• Experience installing and maintaining Windows XP, Vista, Windows 7, and Mac OSX
• Strong troubleshooting and analysis with IBM Power Systems (AS400), Lotus Notes, Microsoft Office, Windows network printing, Windows 7 and Active Directory
• Excellent understanding of basic system monitoring and operator fundamentals
• Solid understanding of basic networking fundamentals
• Experience setting up and supporting Cisco telecommunication technologies such as Web Ex and Telepresence
• Experience supporting/troubleshooting web based applications
• Experience with various operating systems, including but not limited to Windows, Mac OS, iOS, and Android OS
• Experience communicating through email or through an online ticketing system

List of Typical Skills For a Service Desk Technician Resume

Skills for it service desk technician resume.

• Strong IT technical skills with excellent desktop / notebook support knowledge in a distributed computing environment
• Responding to user requests and providing effective customer service using clear communication skills
• Provide outrageous client service using a combination of effective communication and troubleshooting skills to resolve client issues and fulfill requests
• Provides outrageous client service using a combination of effective communication and troubleshooting skills to resolve client issues and fulfill requests
• Have skills and experience troubleshooting and supporting customers in a Microsoft environment; Windows 10, Office 2013, or later and Internet Explorer

Skills For Senior Service Desk Technician Resume

• Demonstrated troubleshooting skills to resolve hardware, OS, virus, malware, printer and VPN related issues
• Strong written and verbal communication skills including the ability to provide detail documentation of a technology incidents
• Strong collaboration skills for working in a team environment
• Good problem solving skills and techniques
• Effective communication/interpersonal skills, with a focus on rapport building
• Excellent communication skills and patience working with users
• Strong problem-solving skills and technical aptitude to learn and support new technologies as they are introduced to the field

Skills For Tier Service Desk Technician Resume

• Strong troubleshooting skills in hardware and software
• Responsible for ensuring an excellent level of Customer Service is provided to staff and any issues are addressed effectively and sensitively
• Friendly presence and helpful attitude; good interpersonal skills, a professional demeanor and the ability to work well with others
• Excellent documentation, organizational and administration skills
• Proven verbal and written communications skills supporting end users in a call center environment
• Excellent customer service skills to serve internal/external customers
• Excellent computer skills including Microsoft Office along with various other software applications as needed for the role

Skills For Temporary Service Desk Technician Resume

• Excellent customer service skills, both written and oral
• Strong customer service and communications skills are necessary, both French and English
• Outstanding written and verbal communication skills; able to create and maintain detailed documentation
• Prioritizing and scheduling problems and escalating them (when required) to the appropriately experienced technician
• Experience delivering excellent customer support by being proactive, checking understanding and practicing active listening
• Proven experience troubleshooting and maintaining computer hardware and software for Windows and Mac operating systems
• Be very detail oriented and able to effectively and accurately document various technical issues utilizing a Help Desk ticket tracking tool

Skills For Service Desk Technician North Tyneside Resume

• Prior experience troubleshooting all hardware including desktops, laptops, copiers, printers, VOIP telephones, and mobile devices
• Prior experience managing Active Directory, basic TCP/IP protocols, and cabling (Ethernet)
• Highly analytical thinking & problem solving skills
• Broad PC technical skills. Thorough understanding of networking concepts and technologies
• Proven experience in processing and resolving calls for technical support
• Software trouble shooting experience followed by hardware troubleshooting experience

Skills For Global Service Desk Technician Resume

• Effectively utilize knowledge management system when troubleshooting client issues
• Windows PC Hardware knowledge, basic setup and debugging skills
• Advanced IT skills (Client / LAN Troubleshooting)
• Provide advanced technical analysis and troubleshooting skills, attention to detail, and consistent resolution of IT problems
• Intermediate skills in application troubleshooting and PC hardware/software support
• Strong experience supporting end user customers in a Service Desk environment with an emphasis on First Level Resolution (FLR)

Skills For Service Desk Technician Intern Resume

• Prior experience providing desktop support (tier 1 and tier 2) for Windows (OS 7, 8, and 10) and Mac OS users
• Prior experience supporting Windows (OS 7 & 10) workstatins
• Prior experience supporting Windows (OS 7 & 10) workstations
• Possession of, and ability to maintain a valid US Drivers License and good driving record
• Self-motivated, with good analytical and problem-solving organization. Ability to prioritize work and multitask
• Switch between tasks and multi task effectively during peak times
• Effectively uses knowledge management system when troubleshooting client issues
• Proven experience in a Service desk role supporting windows based applications in a network environment
• Effectively communicate complex technical concepts, both verbally and in writing to non-technical users

Skills For ITS Service Desk Technician OPS Resume

• Prior experience on a help desk supporting an online service and/or customer service in a technical field is highly desirable
• Demonstrated proficiency and experience with the Windows and Macintosh Operating systems
• Previous customer service experience providing technical support is strongly desired
• Impressive diagnostic and problem-solving skills
• Structured troubleshooting / root cause analysis skills for application errors
• Basic troubleshooting skills for mobile devices (Android and Apple)

Skills For Enterprise Service Desk Technician Resume

• Prioritise work and manage time to cope with competing demands and priorities
• Able to communicate effectively over the telephone and using electronic mediums
• Valid and in good standing Driver's License is required to drive to multiple clients' sites
• Analytical and problem-solving skills with the ability to use support tool to speed up productivity and resolution
• Willingness to actively participate in new training to improve skills and success on the job

Skills For Apprentice Service Desk Technician Resume

• Join a Defence and commercial leader, building upon your IT skills
• Enhance and develop quality support methods and communication skills through coaching feedback and other developmental approaches
• Years experience requirement: 3-5 years of directly related Experience supporting IT service desk operations
• Excel and VBA programming skills
• To deal confidently and effectively with customers, colleagues, contractors and suppliers
• Identifies trends with incoming calls to effectively initiate incident escalation process where appropriate
• Strong background and experience in all areas of information technology
• Able to work and communicate effectively with people at all levels of the organization
• Where appropriate share resources and skills within the Area/Region

List of Typical Responsibilities For a Service Desk Technician Resume

Responsibilities for it service desk technician resume.

• Provide outstanding customer service using a combination of effective communication and troubleshooting skills to resolve client issues and fulfill requests
• Good writing skills are mandatory
• Excellent social and customer service skills; desire and willingness to communicate with our customers on a daily basis with a positive attitude
• Strong Verbal/Phone and Written communication skills
• Prior experience using Active Directory (creating user accounts, adding computers to AD domains, etc.)

Responsibilities For Senior Service Desk Technician Resume

• Working knowledge and experience with documentation, data & reporting tools including Excel, Access
• Fielding incoming requests to the Service Desk via all resources to ensure courteous, timely and effective resolution of end user needs
• Troubleshooting experience in a helpdesk/call center environment
• Relevant experience supporting Microsoft Operating Systems preferably in a service desk environment with a helpdesk ticketing system
• Experience deploying/imaging desktops and laptops and performing hardware diagnostics
• Experience using, deploying, and configuring user machines in a fast paced environment
• Experienced with installing and maintaining Windows OS (XP/7/10) and Mac OSX
• Provide first and second level technical support in response to incoming IT Service Desk tickets while providing excellent customer service

Responsibilities For Tier Service Desk Technician Resume

• Experience with installing and maintaining Windows 7, Windows 10, and Mac OSX
• Runs periodic system monitoring scripts to validate applications & services are running
• Excellent understanding of MS productivity products, including MS Office2007 and 2010
• Strong working knowledge of Service Now (or comparable ticketing system)
• Strong troubleshooting and analysis of AS400, Lotus Notes, Windows network printing, Windows 7, Windows 10 and Active Directory
• Min 2 years working experience in an IT Service Desk environment of MNC providing 1st level end user support
• A good understanding of how software and operating systems work
• VMware 5.5 or greater, intermediate experience supporting and working with Virtual servers

Responsibilities For Temporary Service Desk Technician Resume

• Strong understanding of Imaging systems – MDT comes into play here
• Experience supporting the Microsoft Office Suite, including Word, Excel, PowerPoint and Outlook
• Experience supporting a mobile environment including Mobile Data Terminals (MDT)
• Experience using and troubleshooting Citrix products
• Hands on experience working with an ITSM/ticketing system (ServiceNow, Cherwell, Remedy, etc.)
• Experience on software packaging and distribution technologies and building OS images

Responsibilities For Service Desk Technician North Tyneside Resume

• Be very detail oriented and able to effective and accurately document various technical issues utilizing a Help Desk ticket tracking tool
• Intermediate level experience using the Microsoft Office 2013 or later including Word, Excel, PowerPoint, and Outlook
• Experience with using Citrix client and PC imaging software
• Experience with fundamental networking triage and a working knowledge of VoIP telephony
• Experience with using Citrix client, Windows 7 OS, and command-line-based PC imaging software (preferably Microsoft ImageX)
• Experience in working with incident ticketing systems such as Remedy, LiveHelp, or ServiceNow

Responsibilities For Global Service Desk Technician Resume

• Experience in configuring and troubleshooting Windows desktops and servers, network Printers, VOIP systems, routers, switches, WiFi Access Points, etc
• Experience working with Ethernet copper and/or fiber cabling
• Experienced in providing remote support via phone and incident / request tickets
• Experience providing software and hardware support
• Commercial experience working in a service management function or relevant IT qualifications

Responsibilities For Service Desk Technician Intern Resume

• Experience in a corporate IT environment using ticket based workflow
• Experience with continuous feed printing systems
• Strong knowledge of CA Service Desk ticketing system
• Organize requests according to priority
• Experience with hardware/software troubleshooting
• Assesses and assigns priorities to tickets logged from end users ensuring the correct level of urgency is assigned
• Experience working within a multi-site organisation or Group
• Have a good understanding of computer systems, mobile devices, and other tech products
• Effective and timely escalation of problems beyond the ability or scope of responsibility by engaging Tier 2, subject matter experts, and/or service owners

Responsibilities For ITS Service Desk Technician OPS Resume

• Experience with SCSM & Service Now Ticketing Application
• Experience of wireless and VPN (networking technologies and solutions)
• Strong working knowledge of anti-virus tools and implementation and management of those tools
• Analyzes, troubleshoots, and resolves routine application and desktop operating system problems within established procedures and priority time frames
• One to two years of experience with PC operating systems and business application software systems is required
• Experience using Windows 7, Windows 10, Microsoft Office, Control-M, VPN and Citrix remote access solutions
• Computer repair, hardware and software troubleshooting experience
• Provide a consolidated point of contact for providing Tier I technical support to employees
• Experience working on an IT Help Desk

Responsibilities For Enterprise Service Desk Technician Resume

• Experience working in a call center/ help-desk environment
• Experience providing Call Center and Tier support at Service Desk to technical and non-technical customers
• Cisco Networking (Routers, Switches, ASA, VPN) – experience with Tier 2 support of this architecture/technologies
• Two (2) or more years of current experience supporting Windows workstations and servers on a Microsoft local area network
• Experience with troubleshooting Citrix client/connectivity

Responsibilities For Apprentice Service Desk Technician Resume

• Experience with SCCM imaging software
• Two years of information systems experience in a service desk environment supporting Microsoft desktop computers
• Experience supporting Windows 10, 8 and 7
• Experience with utilizing Microsoft System Center Configuration Manager (SCCM)
• Experience in a service desk environment supporting non-technical users
• Two years of comparable work experience in an IT environment supporting Microsoft Windows and Office

Related to Service Desk Technician Resume Samples

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Help Desk Support Technician Resume Samples

A Help Desk Support Technician maintains the computer networks for almost all the organizations that rely on IT services. The job description entails providing technical support to the users and making sure the company runs smoothly. A well-written Help Desk Support Technician Resume indicates the following core duties and tasks – maintaining the computer systems of the company, installing and configuring hardware and software; solving technical problems; responding to service issues and requests; repairing and replacing equipment if needed, testing new technology ; and training junior staff members.

Although a formal degree is not necessary for this role, tertiary qualification can include these – Computer Science, Computing and Engineering. The following are some of the qualities that are regarded useful for this post – a technical and logical thought process; an ability to stick to strict deadlines; an ability to prioritize and delegate; and a keen eye for details.

• Resume Samples
• Help Desk Support Technician

Help Desk Support Technician Resume

Summary : A technologically savvy business professional with a wide range of experiences pairing business acumen, an understanding of existing and emerging technologies and insatiable thirst for learning new things. Two plus years of experience working in a system implementation environment, managing large data sets for import and export migration.

Skills : Desktop Support, Hardware Support, Windows, Mac OS X, Networking, Customer Service.

Description :

• Worked with the team to support the network infrastructure needs of the branch office.
• Worked with the IS team to support the main headquarters office.
• Responsible for supporting a 100 Mbps MPLS connection from the branch to the main headquarters.
• Responsible for supporting Cisco network infrastructure including Catalyst 4500, 3900 and 4300 series routers, 5500 series ASA, and 1200 series wireless access points.
• Experienced with Cisco Nexus 5000 series switches.
• Responsible for supporting Enterasys/Extreme network infrastructure including N/B/C/D series switches, 1800 series XSR routers, Identify wireless controllers, and 3700/3800 series wireless access points.
• Responsible for supporting HP Powerconnect 7000 series switches.
• Responsible for supporting Fortinet 310b firewalls configured in a high availability cluster.
• Responsible for supporting SolarWinds Orion SNMP network and server monitoring.

Sr. Help Desk Support Technician Resume

Summary : To acquire a Help Desk Support Technician position that affords the opportunity to bring technical expertise, learning and problem-solving skills with experience that can contribute to the organization's profitability and effectiveness.

Skills : SQL, Citrix, Cisco, UNIX, Exchange, Windows, Active Directory.

• Managed and troubleshoot infrastructure environments for both internal and customer systems.
• Provided resolutions to customer issues and document them in the internal ticketing system.
• Provided end-to-end support for all customer systems to include all peripherals that are implemented on-premise.
• Updated knowledge base articles for internal and customer systems.
• Communicated expectations, status, and progress of assigned tasks, tickets and customer requests.
• Provide Tier I & II Support for customer related issues and document issue resolutions.
• Supported Maintain basic server environments for internal infrastructure and customer environments with the support of Fuse System Engineers.
• Escalated issues relating to virtual infrastructure, Active Directory, SQL, Exchange, SharePoint, File Shares, PBX's, and Application Servers.

Jr. Help Desk Support Technician Resume

Objective : Technical Customer Service Specialist with the capacity to quickly learn and synthesize new networking technologies. Organized, independent worker with strong time-management skills.

Skills : Desktop Support, Microsoft Office, System Administration, Windows 7, Computer Hard/Software, Apple, Active Directory.

• Provided base level IT support to non-technical personnel within the business.
• Managed call flow and responded to technical support needs of customers.
• Evaluated and responded to incoming sales leads and requests for technical support assistance.
• Resolved customer issues in a clear, courteous and straightforward manner.
• Demonstrated professionalism and courtesy with customers at all times.
• Identified and solved technical issues with a variety of diagnostic tools.
• Resolved problems with malfunctioning products.
• Followed up with clients to ensure optimal customer satisfaction.
• Conducted research to address customer concerns.

Help Desk Support Technician III Resume

Headline : Possess a resourceful educational background combined with valuable work experience resulting in an exceptional skill base in areas of information technology and customer service.

Skills : Technical Support, Hardware Support, Software Support.

• Documented technical resolution procedures.
• Recorded, Categorized and Prioritize inbound service requests and incidents.
• Documented and recorded all relevant ticket information.
• Provided incident resolution via phone calls, remote tools, and email.
• Automated alerts and create a necessary incident, service request, and problem tickets according to standard process.
• Communicated frequently with customers' ticket updates and status.
• Advanced technical issues to appropriate resources and infrastructure management.

Help Desk Support Technician II Resume

Summary : Providing computer help desk support via Chat Support and telephone communications with end-users. Perform diagnostics and troubleshooting of system issues, document help desk tickets/resolutions

Skills : A+ Comptia Certified, IT Help Desk Technician.

• Responsible for providing technical assistance and support related to computer systems, hardware, or software.
• Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Responded to queries either in person or over the phone.
• Maintained the daily performance of computer systems.
• Responded to email messages for customers seeking help.
• Asked questions to determine the nature of problem.
• Walked customers through the problem-solving process.

Help Desk Support Technician I Resume

Summary : Over 5 years Information Technology Specialist experience in working, planning, managing, and directing work. Easily identifies and resolves technical issues and concerns.

Skills : Help Desk Support, Customer Support, Web Design.

• Provided telephone support to end-users, identified, researched, and resolved technical problems.
• Responded to technical support requests, track, and monitor problems for a timely solution.
• Resolved PC software configuration problems, perform hardware and software diagnostics and coordinate needed repairs.
• Coordinated users, product line Specialists, and components of the Local Area Network support staff to resolve problems.
• Diagnosed, isolated, and analyzed problems using historical database records.
• Managed user problems using an online problem management ticketing system.
• Monitored specified metric requirements using Sugar Ticketing System.

Help Desk Support Technician/Specialist Resume

Headline : To generate and maintain end-user solutions for hardware/software issues in a challenging environment through implementation, operation, and troubleshooting.

Skills : Mac OS X, Android, Active Directory, Service Now Ticketing System, Webex, Vmware, Customer Service, Hardware PC Break Fix, Organizational .

• Organized product room for easy to use access for equipment and maintaining an effective system of inventory.
• Operated system functionality, security settings, and software for the end-user, according to company specifications.
• Managed ticket queues and assist the end-user with various levels of support ranging from software, hardware, network, and security related issues.
• Diagnosed computer errors and finding solutions for the end-user.
• Managed Outlook inbox for communication.
• Walked clients through the installation of software, and the process of data merging.
• Responded to technical support requests, track, and monitor problems for timely solutions.

IT Help Desk Support Technician Resume

Summary : To obtain a rewarding full-time position in the field of information technology with an emphasis on networking and hardware that will be a learning opportunity; special interests include hardware repair, troubleshooting, systems analysis, and networking.

Skills : IT Help Desk, IT Technician, IT Analyst.

• Monitored and responded quickly and effectively to requests received through the IT helpdesk.
• Responded to tickets either in person or over the phone.
• Utilized and maintain the helpdesk tracking software.
• Managed PC setup and deployment for new employees using standard hardware, images, and software.
• Installed, modified, and repaired computer hardware and software.
• Installed computer peripherals for users.
• Followed up with customers to ensure issue has been resolved.

Help Desk Support Technician/Analyst Resume

Headline : Over 6+ years of technical help desk support specialist experience Experience excelling within fast paced, high energy environments. Strong Ability to identify and solve problems with limited supervision Thorough attention to detail and a positive, customer-friendly attitude Flexible, personable, professional and able to multi-task effectively.

Skills : Help Desk Tech, Help Desk Support Specialist.

• Mastered and provided user orientation on hardware, software, and network operations.
• Provided desktop support for over 70 clients/end users.
• Identified, researched and resolved technical problems.
• Handled system performance by performing system monitoring, analysis, and tuning activities.
• Exercised weekly backups and recovery activities when needed.
• Directed and assisted in PC deployment for new projects and new hires.
• Installed & upgraded Microsoft Office when needed.
• Introduced and implemented remote software to the IT department.

Summary : Experienced IT professional that exhibits an intuitive understanding of creating positive client relationships and seeks to contribute over ten years of experience to a customer service-oriented setting with the use of a comprehensive understanding of the latest software and hardware products.

Skills : Microsoft Office, Microsoft Active Directory, VPN, VPN, Remedy, Blackberry, Adobe.

• Selected department point of contact based on knowledge of and facility with Adobe Acrobat software and web-related products.
• Assisted in the deployment strategy and planning of Blackberry mobile devices to company users.
• Organized company-wide offered training workshops on software applications which prepared users for the deployment of upcoming software packages.
• Performed using the latest in remote desktop control and domain control software.
• Performed hardware, PC and printer, moves for throughout company for corporate users.
• Performed user account management through the use of Microsoft Active Directory software.
• Developed numerous web sites with the use of technical knowledge obtained by company-sponsored training seminars on a host of web-related products.

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