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

5 Help Desk Resume Examples & Guide for 2024

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

All resume examples in this guide

sample help desk resume

Desktop Support

sample help desk resume

Help Desk Manager

sample help desk resume

Service Desk Manager

sample help desk resume

Technical Support Manager

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

Help Desk resume example

The customer is king.

But as a help desk…

You’re the king of customer service.

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

Your work extends way beyond solving simple technical problems.

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

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

Thankfully…

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

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

But to land the job you want:

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

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

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

Let’s get started.

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

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

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

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

Therefore, you must remain strategic in your approach.

First of all:

You need to pick a proper layout for your resume .

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

Here are your two options:

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

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

You need to be different from everyone else.

Think about it for a second…

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

Why do you think is that?

Two reasons:

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

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

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

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

Best sections for a help desk resume

  • Certifications

What recruiters want to see in a help desk resume

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

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

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

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

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

So, where do you begin?

It's simple.

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

  • Email address

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

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

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

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

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

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

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

Let's look at a couple of examples:

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

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

But how do you prove any of that?

Well… it's quite simple!

Show that you've done it all before.

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

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

1- List your experience in chronological order.

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

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

2- Be specific.

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

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

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

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

But more importantly:

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

3- Quantify your achievements.

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

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

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

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

Check out this example:

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

Nobody likes buzzwords , especially not hiring managers.

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

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

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

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

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

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

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

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

But here’s the thing:

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

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

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

  • Soft skills
  • Technical skills

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

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

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

On the other hand:

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

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

So, by this point…

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

To do that, you should:

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

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

Most sought-after technical skills for help desk resume

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

Best soft skills to showcase in your help desk resume

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

Key Takeaways

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

Help Desk resume examples

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

Desktop Support Resume Example

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

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

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

Help Desk Manager Resume Example

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

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

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

Service Desk Manager Resume Example

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

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

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

Technical Support Manager Resume Example

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

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

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

help desk resume example

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

sample help desk resume

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

Importance of Writing a Strong Help Desk Resume

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

Understanding the Role of a Help Desk Professional

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

A. Definition

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

B. Key Responsibilities

The key responsibilities of a Help Desk Professional include:

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

C. Necessary Skills

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

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

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

Help Desk Resume Format

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

A. Chronological

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

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

B. Functional

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

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

C. Combination

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

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

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

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

Help Desk Resume Structure

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

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

B. Objective

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

C. Key Skills

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

D. Professional Experience

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

E. Education

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

F. Certifications and Training

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

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

Help Desk Resume Writing Tips

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

A. Tailoring Your Resume

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

B. Using Keywords

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

C. Highlighting Achievements

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

D. Using Action Words

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

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

Common Mistakes to Avoid when Writing a Help Desk Resume

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

A. Including Unrelated Information

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

B. Failing to Highlight Key Skills and Achievements

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

C. Poor Formatting and Structure

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

D. Lacking Clarity

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

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

Reviewing Help Desk Resume Examples

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

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

A. Example 1

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

Tips for Effective Cover Letter Writing

A. Purpose of a Cover Letter

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

B. Structure of a Cover Letter

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

C. Key Writing Tips

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

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

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

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

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

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

Help Desk Resume: Dos and Don’ts

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

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

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

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

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

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

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

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

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

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

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

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

Dealing with Employment Gaps in Help Desk Resume

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

A. Explaining Gaps in a Positive Light

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

B. Providing Evidence of Skills Maintenance

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

C. Strategies for Minimizing the Impact

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

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

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IT Help Desk Support Resume Examples

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

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IT Help Desk Support

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

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

Core Skills :

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

Professional Experience :

Help Desk Support, ABC Company, 2015 – Present

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

Help Desk Analyst, XYZ Company, 2013 – 2015

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

Education :

Bachelor of Science in Information Technology, ABC University, 2013

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IT Help Desk Support Resume with No Experience

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

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

Responsibilities

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

Experience 0 Years

Level Junior

Education Bachelor’s

IT Help Desk Support Resume with 2 Years of Experience

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

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

Responsibilities :

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

Experience 2+ Years

IT Help Desk Support Resume with 5 Years of Experience

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

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

Experience 5+ Years

Level Senior

IT Help Desk Support Resume with 7 Years of Experience

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

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

Experience 7+ Years

IT Help Desk Support Resume with 10 Years of Experience

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

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

Experience 10+ Years

Level Senior Manager

Education Master’s

IT Help Desk Support Resume with 15 Years of Experience

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

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

Experience 15+ Years

Level Director

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Key takeaways for an IT Help Desk Support resume

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

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

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

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

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

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

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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..

Hiring Manager for Service Desk Roles

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

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.

A service desk analyst resume template including a brief description and relevant work experience

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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.

Demonstrate your knowledge of customer relationship management (CRM) - Service Desk Analyst 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.

Highlight your communication skills. - Service Desk Analyst 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.

A IT service desk analyst resume template that focuses on IT keywords

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.

Indicate your achievements with metrics. - IT Service Desk Analyst 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.

Emphasize your problem-solving skills. - IT Service Desk Analyst Resume

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.

A service desk technician resume template using strong action verbs

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.

Indicate your competency with task management software. - Service Desk Technician 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.

Mention your ability to work with a large team. - Service Desk Technician Resume

Skills you can include on your Service Desk Technician resume

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.

Top Service Desk Skills and Keywords to Include On Your Resume

How to use these 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 .

How To Write a Resume Summary for a Service Desk Resume

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

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

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Service Desk Resume Guide

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sample help desk resume

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sample help desk resume

IT Service Desk Resume Sample

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Work Experience

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

Professional Skills

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

How to write IT Service Desk Resume

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

  • Your contact information
  • Work experience
  • Skill listing

Contact Information For IT Service Desk Resume

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

  • First and last name
  • Telephone number

Work Experience in Your IT Service Desk Resume

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

Representative IT Service Desk resume experience can include:

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

Education on an IT Service Desk Resume

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

Additional details to include:

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

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

Professional Skills in IT Service Desk Resume

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

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

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

List of Typical Experience For an IT Service Desk Resume

Experience for manager, it service desk resume.

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

Experience For IT Service Desk Supervisor Resume

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

Experience For IT Service Desk Coordinator Resume

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

Experience For IT Service Desk Engineer Resume

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

Experience For IT Service Desk Agent Resume

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

Experience For It-service Desk Analyst Resume

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

Experience For IT Service Desk Shift Supervisor Resume

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

Experience For IT Service Desk Change & Project Process Coordin Resume

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

Experience For Technical IT Service Desk Analyst Resume

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

Experience For IT Service Desk, Department Manager Resume

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

List of Typical Skills For an IT Service Desk Resume

Skills for manager, it service desk resume.

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

Skills For IT Service Desk Supervisor Resume

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

Skills For IT Service Desk Coordinator Resume

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

Skills For IT Service Desk Engineer Resume

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

Skills For IT Service Desk Agent Resume

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

Skills For It-service Desk Analyst Resume

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

Skills For IT Service Desk Shift Supervisor Resume

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

Skills For IT Service Desk Change & Project Process Coordin Resume

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

Skills For Technical IT Service Desk Analyst Resume

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

Skills For IT Service Desk, Department Manager Resume

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

List of Typical Responsibilities For an IT Service Desk Resume

Responsibilities for manager, it service desk resume.

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

Responsibilities For IT Service Desk Supervisor Resume

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

Responsibilities For IT Service Desk Coordinator Resume

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

Responsibilities For IT Service Desk Engineer Resume

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

Responsibilities For IT Service Desk Agent Resume

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

Responsibilities For It-service Desk Analyst Resume

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

Responsibilities For IT Service Desk Shift Supervisor Resume

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

Responsibilities For IT Service Desk Change & Project Process Coordin Resume

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

Responsibilities For Technical IT Service Desk Analyst Resume

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

Responsibilities For IT Service Desk, Department Manager Resume

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

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Help Desk Agent Resume Samples

The guide to resume tailoring.

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

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

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

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  • Provide consistent high quality customer service to both internal and external customers that meet or exceeds standards
  • Answering calls and chats from team members, assisting them with problems, entering problems into the help desk ticketing system, and escalating all critical issues
  • Handling password reset requests and responding to email promptly
  • Diagnosing, evaluating, and prioritizing requests for assistance from team members experiencing problems with hardware, application software, Windows operating systems, networking, and other computer related issues
  • Escalating complex problems pertaining to software, hardware, and LAN/WAN networking to next level of support for problem resolution
  • Research, resolve, and follow-up on routine team member problems
  • Other duties as assigned or requested
  • Administer accounts on Intranet sites providing users with access
  • Utilize shareware programs to remotely connect to a caller’s PC to assist with making repairs and updates
  • Utilizes internal systems such as MBA, Windows OS and Hardware, AS400, Web, Customer Relationship Management,
  • Utilizes internal systems such as MBA, Windows OS and Hardware, AS400, Web, Customer Relationship Management, and
  • Test MBA Software in advance of new version updates
  • Diagnose and resolve issues over the phone
  • Represent Mac Tools in a professional and courteous manner through quality phone conversation and written correspondence
  • Make sound business decisions, under direction by following documented procedures
  • Adoption Assistance
  • Workplace Flexibility
  • Collaborative work spaces
  • Work well in a team environment
  • Interact with customers and co-workers to diagnose and resolve problems
  • Career development, programs and classes
  • Some knowledge of Active Directory concepts and administration
  • Some knowledge of TCP/IP networking and related network services (i.e. DNS, SMTP, DHCP, etc.)
  • Some knowledge of Windows server operating systems mainly Server 2008 R2
  • Able to maintain a flexible schedule, including evenings and Saturdays
  • Experience with setup, configuration, imaging, and troubleshooting of desktop/notebook hardware and software
  • Technical Experience Desired, ITIL v3 Experience
  • Above Level 3 Classification

10 Help Desk Agent resume templates

Help Desk Agent Resume Sample

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  • Provide functions related to network account administration and technical support for information technology services such as computing, electronic commerce, telecommunications, voice and application services
  • Record, process and resolve when possible customer service requests including service orders, user registration, service problems, etc
  • Provide user assistance, resolving service requests. Monitor the completion of service requests and provide customer follow-up
  • Compile and issue customer communications including service change notices, problem status, etc. Provide routine account administration for multiple operating systems and applications
  • Maintain a variety of business data, providing associated information and producing reports
  • Identify and act upon opportunities for improvement in customer service delivery
  • Requires sound technical knowledge to understand the fundamentals of standard computer operating systems and associated applications
  • Requires a detailed understanding of customer service and user support to carry out preliminary diagnosis, trouble-shoot and resolve problems
  • Requires a sound knowledge of English and good oral and written communication skills to communicate effectively with customers and others required to assist in the resolution of their problems and to prepare and distribute client communications
  • Requires knowledge of business, office practices and reporting requirements to understand the functions of the information technology systems and how the products perform for the customer
  • This knowledge is considered to be normally acquired through a Grade XII education, plus up to two years of concentrated study in information technology in a Community College, private information technology college, or a similar level of education
  • Requires experience to be familiar with the fundamentals of sound customer service in a help desk environment
  • Requires experience to diagnose problems and determine the appropriate groups or individual to escalate the issue to
  • Requires experience to have sound technical knowledge to provide support to users of the supported versions of Microsoft Windows Operating Systems (e.g. XP & O2007) and the interface with applications that run on Windows

Help Desk Agent Resume Examples & Samples

  • Dispatch field service resources as needed for hardware repairs
  • Either working experience in a technical support role or a technical degree
  • Knowledge in Windows operating systems, MS Office applications, and Microsoft Outlook/Exchange
  • Extensive troubleshooting knowledge of Internet Explorer
  • Understanding of LAN/WAN, Windows user environment and printer configurations
  • Troubleshooting software and hardware issues on desktops, laptops and peripherals
  • Previous customer service experience a plus
  • Experience with Remedy help desk ticketing system and other Windows based software a plus
  • ITIL certification is a plus

Tier Help Desk Agent Resume Examples & Samples

  • 1-2 years of helpdesk / call center experience
  • 1-2 years of experience working with help desk ticketing tools. Service Now experience preferred
  • Ability to troubleshoot common Windows XP and Windows 7 related issues
  • Basic understanding of the Microsoft Office Suite 2003-2013
  • Service Center (Peregrine)
  • Evaluate customer reported problems, determine the appropriate external department or affiliate who can resolve the issue, and arrange for a resolution through the Remedy CS Helpdesk Tool or via email
  • Escalate issues to the appropriate individual(s) based on priority and escalation procedures in an effective and timely manner
  • Organize, record, and track each ticket in the appropriate database
  • Prioritize work load based on the severity of issue and end user needs
  • Minimum 1 year (Service Desk, Call Center, IT Help Desk )
  • Mobile Device Knowledge

Software Help Desk Agent Resume Examples & Samples

  • Answers on average 40 inbound calls per day
  • Advanced experience working with all Windows operating systems and PC Hardware
  • Experience with proprietary software or demonstrated ability to learn software applications
  • Experience with SQL Management Studio; Windows 98, 2000, XP, 7, 8, 10, and Vista; Remote PC sharing and control required
  • Experience with Salesforce.com or another CRM Program is preferred
  • Favorable attendance record from previous employers
  • Strong customer service skills – phone and written
  • Superior follow-up skills
  • Strong attention to detail and quality orientation
  • Experience with Windows 7 desktops and notebooks in a networked environment
  • Experience using and supporting Microsoft Office 2010/2013 (Word, Excel, PowerPoint, etc.)
  • Experience supporting Outlook 2010/2013 in a Microsoft Exchange environment
  • Experience supporting remote users
  • Experience working on Dell desktops/notebook computers

Associate IT Help Desk Agent Resume Examples & Samples

  • Act as a single point of contact for resolution of technology-related issues
  • Document customer requests in call tracking system
  • Support network and e-mail connectivity, computer operating systems, hardware and software, internally developed applications, mainframe and mid-range operations
  • Support feature, functionality, and usage of specific application
  • Troubleshoot basic software and hardware problems
  • Provide Level 1 technical support of low complexity
  • Associate degree in Computer Science or related field or an equivalent combination of education and work experience
  • Minimum 1+ year experience in end user computing and network-based PC/workstation applications
  • Basic knowledge of Windows Operating Systems
  • Good problem solving skills and decision making ability
  • Ability to learn and apply technical information in a fast-paced, demanding work environment
  • Effective listening skills, attention to detail, organized and self motivated
  • This position provides support for Customer Service Engineers (CSE), Customers, and our Value Chain Partners
  • The role ensures field and Support Centre staff has proper access to all resources necessary allowing us to meet the Level of Service required to satisfy Customers needs in a timely manner
  • Resourcing parts in a critical, cost efficient manner with minimal turnaround time via phone and Email
  • Support with follow-up to orders through utilization of value chain partners to obtain delivery status. Support with any additional miscellaneous questions and/or requests to ensure a high level of customer focus as it relates to parts/supplies, equipment and Service
  • Communicate and cooperate with team members to ensure full ownership of every call is resolved effectively and productively
  • Support customers that fall insure communicated to customers
  • After Hours support and key focal for working with the CSE during the after-hours period to issue a temporary license string to allow the customer to function for a 10 day period until a full license is generated
  • Adhering to security guidelines when issuing the License String, ensuring the customer is on a maintenance agreement, and verifying licensing features
  • Ensuring the license addendum is signed and the customer has agreed to the terms and conditions before a license string is issued. US Installs
  • Support to all value chain partners , Field Managers etc on miscellaneous machine install related functions.Search Jobs US
  • Attends training sessions and assists in cross training in order to acquire and maintain knowledge of relevant software, hardware, product offerings and support policies at the PC Help Desk
  • Associate's degree or equivalent from two-year college or technical school and one year related experience; or equivalent combination of education and experience
  • While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee must occasionally lift and/or move up to 60 pounds. The noise level in the work environment is usually moderate
  • Be knowledgeable of resource materials in order to provide information on client inquires
  • Demonstrate quality communications skills and exhibit a high level of professionalism with extreme sensitivity to customer satisfaction
  • Use courtesy, tact and discretion in all communications with customers
  • Assist customers with device set up and device education
  • Provide customer with logical trouble shooting to resolve operation issues
  • Use knowledge based system and other tools to deliver technical support solutions
  • Report, track, and escalate issues through appropriate channels in a timely manner
  • 2+ years of customer service experience required
  • 2+ years of technical support for web, tablet and/or mobile applications (preferred)

IT Help Desk Agent Resume Examples & Samples

  • Active Directory / Windows Server 2012 R2
  • Linux operating systems
  • Android and iOS devices
  • Manages user accounts, provides permissions/email account sharing, and creates/deletes shared server folders
  • Troubleshoots and resolves end user problems
  • Participates in testing software or new process flow
  • Answers on average 25 inbound calls per day
  • Demonstrates strong customer service skills while on the phone
  • Experience with; Windows, XP, 7, 8, 10, and Vista; Microsoft Office

Help Desk Agent Needed Resume Examples & Samples

  • 2 years of previous help desk experience
  • Medical, Vision, and Dental insurance options
  • Paid holidays

Related Job Titles

sample help desk resume

IMAGES

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  2. Help Desk Resume Example (Free Download)

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COMMENTS

  1. Help Desk Resume Example (Free Download)

    Here's an effective help desk resume summary example: IT Help Desk Specialist with 6+ years of hands-on experience delivering technical support, managing IT operations, and supporting users with a variety of technical issues. Skilled in aligning end-user needs with long-term resolutions to complex IT challenges.

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

    Now that's transferable! Let's look at some help desk resume examples for an entry-level position in practice: right. Secretarial Assistant. January 2010 - December 2010. Carson Logistics, LLC, New York, NY. Managed and delegated phone and online tickets for clients.

  3. Help Desk Associate Resume Examples and Template for 2024

    How to write a help desk associate resume. Here are six steps for how to write an effective resume: 1. Consider your formatting. When preparing your application materials, start by formatting an outline for your resume. You can either create your own outline or use a template. By using a resume template or creating an outline, you can ensure ...

  4. 3 Help Desk Resume Examples for 2024

    Here's an example of a summary that can be used on a Help Desk resume. Help Desk Resume Summary Example #1. Help Desk professional with a focus on customer satisfaction. Implemented a new ticketing system that improved response times by 30%.

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

    This IT help desk resume sample shows how: Help Desk Resume Example—Education Good Example. Education. AA Business Administration. Utah State University. 2012-2014. President, Small Business Leaders student group. Recognized by professors for teamwork. 5. Add Special Sections to Your Help Desk Resume. You're halfway to hired. But—

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

    The length of a resume should be a single page for IT help desk jobs. Make sure your resume fills the page, but don't stretch it to two pages. The name of a resume file should be "Name - Job Title - Resume.pdf". Read more: What's the Difference Between a Resume and a Cover Letter. 2.

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

    Take these steps into consideration when creating your help desk support resume: Focus on your skills — Create a thorough skills section with soft and hard skills relevant to the position and match those skills in the job description. Use relevant experiences for your work history — internships, volunteer work and personal projects.

  8. 5 Help Desk Resume Examples & Guide for 2024

    Help Desk Manager. Service Desk Manager. Technical Support Manager. Use This Example. The customer is king. But as a help desk…. You're the king of customer service. Anyone can pick up the phone or respond to an email, but very few can do so efficiently. Your work extends way beyond solving simple technical problems.

  9. Help Desk Technician Resume Examples & Samples for 2024

    Help Desk Technician Resume Examples. Help Desk Technicians provide support to end users by phone, on email or on site. The most successful resume samples for this job mention duties such as taking phone calls, answering to customer inquiries, diagnosing technical issues, running tests, troubleshooting equipment, and updating software.

  10. Help Desk Support Resume: Examples and Best Practices

    A well-crafted Help Desk Support Resume is critical for job seekers who want to land a Help Desk Support job. A Help Desk Support Resume serves as an introduction to the job candidate and provides a snapshot of their experience and qualifications. A Help Desk Support Resume that is poorly written or lacks information can immediately disqualify a candidate from consideration. Conversely, a well ...

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

    Create a spreadsheet. In column #1, list all your IT support skills. In column #2, list the IT support skills from the job description. In column #3, add the skills in both lists. Those are the best resume keywords because you can prove them and the company wants them. Include hard skills and soft skills.

  12. Help Desk Resume Examples & Samples for 2024

    Help Desk Resume Examples. Help Desk professionals offer technical support to individuals and corporations. Common duties listed on a Help Desk resume include taking phone calls, providing support via email, identifying computer problems, translating complex concepts into simple terminology, and tracking common customer difficulties.

  13. Help Desk Support Representative Resume Examples

    Jameson Gould. City, State, Zip Code. Home: 000-000-0000 | Cell: 000-000-0000. [email protected]. SUMMARY. Experienced IT help desk support representative with strong background in the installation and maintenance of software and hardware. Trained to deliver an exceptional level of customer service in IT support.

  14. Help Desk Resume: [Sample for Download] and Tips for 2023

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

  15. IT / Help Desk Resume Samples

    Provide desktop and network support for the Information Technology customer base. 2) Manage Standard Operating Procedures, 10) Utilize TimeForce tracking tool to accurately record work effort/help tickets. 8) Provide professional support to the customer base with the expectation of single call resolution, and.

  16. Help Desk Support Resume Samples

    Help Desk Support Resume Examples & Samples. 1) Train and develop Level 1 & 2 Staff. 3) Recommend changes to improve systems and network configurations, and determine hardware or software requirements related to such changes. 4) Research new technology, and implement it or recommend its implementation.

  17. IT Help Desk Technician Resume Samples

    Bogisich and Sons. present. Provide maintenance, technical support and troubleshooting of desktop computers, printers, telephones and other devices to ensure effective use of technology resources by Berg staff. Participate in the effective operation of the IT Help Desk by taking requests, tracking work tickets, maintaining equipment inventories.

  18. 7 Best IT Help Desk Support Resume Examples for 2024

    Therefore, it is important for a candidate to showcase these qualifications in their resume. Here are some suggested items to include on a IT Help Desk Support resume. Experience working with computers and technology. Software and hardware troubleshooting skills. Proficiency in customer service.

  19. IT Help Desk (Entry Level) Resume Examples for 2024

    Resume Worded - Chicago, USA January 2022 - Present. Help Desk Associate. Renovated issue logging process, reducing time taken by 20%. Maintained updated IT knowledge base for user self-service, reducing IT tickets by 30%. Secured network by implementing robust firewall, reducing cyber attacks by 40%.

  20. 3 Service Desk Resume Examples for 2024

    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 ...

  21. IT Service Desk Resume Sample

    IT Service Desk Intern / Co-op. 08/2010 - 11/2012. Boston, MA. Measures overall support effectiveness, quality of work and continuous improvement through metrics. Generates management reports and provides insight into system availability, service level agreements, uptime, average ticket resolution time. Provides management and leadership to ...

  22. Help Desk Agent Resume Samples

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