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5 Help Desk Resume Examples Built to Work in 2024 

Help Desk Resume

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

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

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

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

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Why this resume works

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

Entry Level Help Desk Resume

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

Help Desk Analyst Resume

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

IT Help Desk Resume

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

Help Desk Technician Resume

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

Related resume examples

• Customer Service
• Office Assistant

Adapt Your Help Desk Resume to Match Every Job Description

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

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

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

Need some help?

15 top help desk skills

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

Your help desk work experience bullet points

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

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

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

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

See what we mean?

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

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

• Implemented
• Optimized 
• Coordinated
• Collaborated 

3 Tips for Writing an Entry-Level Help Desk Resume

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

3 Tips for Writing a Help Desk Resume With Prior Experience

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

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

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

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

• Career Blog

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-written and tailored Help Desk Support Resume can set a candidate apart from the competition and increase their chances of getting an interview.

Key Elements of a Help Desk Support Resume

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

A. Contact Information

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

B. Summary Statement/Objective Statement

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

C. Relevant Skills and Qualifications

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

D. Work Experience

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

E. Education and Certifications

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

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

Best Practices for Writing a Help Desk Support Resume

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

A. Tailor Your Resume to the Job

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

B. Use Keywords and Phrases from the Job Posting

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

C. Highlight Your Achievements and Responsibilities

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

D. Keep it Brief and to the Point

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

E. Use Action Verbs and Quantify Your Achievements

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

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

Examples of Help Desk Support Resumes

Sample help desk support resume #1.

Name: John Doe

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

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

Experience:

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

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

Sample Help Desk Support Resume #2

Name: Jane Smith

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

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

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

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

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

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

Sample Help Desk Support Resume #3

Name: Mike Johnson

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

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

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

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

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

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

Tips for Crafting a Stand-Out Resume Summary

A. Importance of a Strong Resume Summary

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

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

B. Examples of Effective Resume Summaries

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

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

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

C. Tips for Writing an Effective Resume Summary

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

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

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

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

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

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

Common Mistakes to Avoid in Help Desk Support Resumes

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

A. Generic Resumes that Lack Details

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

B. Typos and Grammatical Errors

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

C. Including Irrelevant Information

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

D. Exaggerating Accomplishments and Skills

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

Help Desk Support Resume Template and Format

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

A. Proper Formatting of a Help Desk Support Resume

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

• Contact Information
• Objective Statement
• Professional Summary
• Certifications

Technical Skills

• Professional Experience

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

B. Recommended Font, Margins, and Spacing

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

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

C. Resume Templates for Help Desk Support Professionals

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

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

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

How to Showcase Soft Skills in a Help Desk Support Resume

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

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

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

B. Examples of Relevant Soft Skills

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

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

C. Tips for Highlighting Soft Skills in Your Resume

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

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

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

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

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

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

Qualifications and Certifications to Include in Your Help Desk Support Resume

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

A. Relevant Qualifications for Help Desk Support Professionals

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

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

B. IT Certifications for Help Desk Support Professionals

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

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

C. Tips for Highlighting Your Certifications and Qualifications

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

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

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

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

A. how applicant tracking systems work.

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

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

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

B. Best Practices for Optimizing for Applicant Tracking Systems

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

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

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

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

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

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

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

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

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

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

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

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

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

Hardware Skills

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

Software Skills

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

Network and Security Skills

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

Remote Support Tools

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

Mobile Devices and Applications

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

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

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Resume Worded   |  Proven Resume Examples

• Resume Examples
• Administrative Resumes

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

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

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

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

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

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

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

Help Desk Resume Templates

Jump to a template:

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

Jump to a resource:

• Keywords for Help Desk Resumes

Help Desk Resume Tips

• Action Verbs to Use
• Related Administrative Resumes

Get advice on each section of your resume:

Template 1 of 3: Help Desk Analyst Resume Example

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

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

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

   demonstrate your knowledge of help desk software..

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

   Highlight your technical skills.

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

Skills you can include on your Help Desk Analyst resume

Template 2 of 3: help desk technician resume example.

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

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

   indicate your familiarity with agile principles..

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

   Mention your abilities to cooperate with teams.

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

Skills you can include on your Help Desk Technician resume

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

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

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

   include volunteering experience in it..

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

   Highlight projects in which you used your transferrable skills.

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

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

We consulted with hiring managers from companies like IBM, Dell, and Accenture to gather their best tips for creating a winning help desk resume. The following tips will help you showcase your technical skills, customer service abilities, and problem-solving expertise to land your next help desk job.

   Highlight your technical skills

Employers want to see the specific technical skills you possess that are relevant to the help desk role. Include a 'Technical Skills' section on your resume and list the software, hardware, and systems you are proficient in.

• Proficient in Windows, macOS, and Linux operating systems
• Experienced with help desk software including Zendesk, Freshdesk, and ServiceNow
• Skilled in remote desktop tools such as TeamViewer and LogMeIn
• Knowledge of networking protocols including TCP/IP, DHCP, and DNS

   Emphasize your customer service experience

Help desk roles require excellent customer service skills. Highlight any customer service experience you have, even if it's not directly related to IT.

• Answered phones and responded to emails
• Helped customers with their problems

Instead, quantify your achievements and provide specific examples:

• Maintained a 95% customer satisfaction rating while handling 50+ support tickets per day
• Resolved complex technical issues for non-technical customers, resulting in a 20% reduction in escalations to higher-level support

   Show your problem-solving skills

Employers want to see that you can troubleshoot and solve complex technical problems. Use bullet points to describe specific examples of how you used your problem-solving skills to resolve issues.

• Diagnosed and resolved a recurring network connectivity issue, resulting in a 30% reduction in related support tickets
• Collaborated with cross-functional teams to identify and implement solutions to a critical system outage, minimizing downtime by 50%

   Tailor your resume to the job description

Customize your resume for each job application by using keywords from the job description. This will help your resume pass through applicant tracking systems (ATS) and grab the attention of hiring managers.

For example, if the job description mentions specific skills like 'ITIL' or 'Salesforce', make sure to include those keywords in your resume if you have those skills.

Experienced help desk professional with 3+ years of experience providing technical support for Windows and macOS systems. Skilled in ITIL best practices and experienced with Salesforce CRM. Achieved a 98% customer satisfaction rating and resolved over 500 support tickets per month.

   Include relevant certifications

Certifications demonstrate your expertise and commitment to your field. If you have any relevant certifications, such as CompTIA A+, ITIL, or HDI certifications, make sure to include them on your resume.

List your certifications in a separate 'Certifications' section or include them in your 'Education' section. For example:

• CompTIA A+ Certification, 2021
• ITIL Foundation Certification, 2020
• HDI Desktop Support Technician Certification, 2019

   Highlight your achievements

Use metrics and data to showcase your achievements and demonstrate your impact in previous roles. This will help you stand out from other candidates and show the value you can bring to the organization.

• Resolved customer issues in a timely manner
• Improved customer satisfaction scores

Instead, quantify your achievements:

• Consistently resolved customer issues within a 2-hour average response time, resulting in a 95% customer satisfaction rate
• Implemented a new ticketing system that increased first-call resolution rates by 20%
• Trained and mentored 5 new help desk technicians, resulting in a 30% increase in team productivity

Writing Your Help Desk Resume: Section By Section

  header, 1. put your name on the first line.

Your name should be the most prominent element in your header, making it easy for hiring managers to identify whose resume they're reviewing. Use a larger font size than the rest of your contact details.

• John Smith | 123 Main St, Anytown, CA | (555) 555-5555 | [email protected]

Instead, format your header with your name on its own line:

• John Smith 123 Main St, Anytown, CA | (555) 555-5555 | [email protected]

2. Include essential contact details

After your name, list your key contact details so employers can easily get in touch:

• Phone number
• Professional email address
• LinkedIn profile URL (optional)
• City and state of residence

John Smith (555) 555-5555 | [email protected] | linkedin.com/in/johnsmith | Seattle, WA

Including your full mailing address is no longer necessary. Listing your city and state is sufficient and protects your privacy.

3. Optionally include your target job title

While not required, you can include your target job title in your resume header to immediately communicate the role you're seeking. This helps busy hiring managers quickly understand your career goals.

Here's an example of a resume header that includes the target job title:

• John Smith IT Help Desk Specialist (555) 555-5555 | [email protected] | Seattle, WA

However, avoid listing multiple job titles or unrelated roles, as that may confuse hiring managers about your career focus.

  Summary

A resume summary is an optional section that highlights your most relevant qualifications for the job you're applying to. While it's not required, it can be a strategic way to provide additional context about your career goals and the value you'd bring to the role, especially if you're changing careers or industries. Avoid using an objective statement, which focuses on your own goals rather than how you can contribute to the company.

When writing a summary for a help desk position, focus on your technical skills, problem-solving abilities, and customer service experience. Keep it concise and avoid repeating information that's already included in other sections of your resume.

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

1. Highlight your technical expertise

Employers hiring for help desk roles are looking for candidates with a strong foundation in technical support and troubleshooting. In your summary, showcase your proficiency in the specific technologies, software, and systems relevant to the position.

For example, instead of using a generic statement like this:

• Experienced IT professional with a background in technical support

Provide specific details about your technical skills:

• Help desk professional with 5+ years of experience troubleshooting Windows, Mac, and Linux operating systems, as well as network connectivity issues and software installation

By highlighting your technical expertise upfront, you'll demonstrate to hiring managers that you have the necessary skills to excel in the role.

To ensure your resume includes the right technical skills and keywords, try using Targeted Resume . This tool analyzes your resume against a specific job description and provides feedback on how well your qualifications align with the requirements.

2. Emphasize your customer service skills

In addition to technical expertise, help desk positions require strong communication and customer service skills. Use your summary to showcase your ability to interact with users, explain complex technical concepts in simple terms, and provide patient, empathetic support.

Help desk technician with a proven track record of providing exceptional customer service and resolving complex technical issues. Skilled in active listening, clear communication, and maintaining a positive attitude under pressure. Committed to delivering timely, effective solutions to ensure user satisfaction and productivity.

By emphasizing your customer service skills, you'll show hiring managers that you have the interpersonal abilities necessary to succeed in a help desk role.

Avoid using generic soft skill buzzwords like "team player" or "strong communicator" in your summary. Instead, provide specific examples or metrics that demonstrate your customer service abilities, such as consistently maintaining high user satisfaction ratings or successfully resolving a high volume of tickets.

3. Tailor your summary to the specific role

To make your summary more impactful, customize it to the specific help desk position you're applying for. Review the job description carefully and identify the key skills, technologies, and experience the employer is seeking.

For example, if the job description emphasizes experience with a particular ticketing system or customer relationship management (CRM) software, make sure to highlight your proficiency with those tools in your summary:

• Experienced help desk technician with expertise in using Zendesk and Salesforce to efficiently manage and resolve customer support tickets

By tailoring your summary to the specific requirements of the role, you'll demonstrate to hiring managers that you're a strong fit for the position and increase your chances of landing an interview.

After tailoring your resume to the job description, use Score My Resume to get instant feedback on how well your resume matches the key criteria hiring managers look for. This tool analyzes your resume on over 30 essential factors and provides personalized suggestions for improvement.

  Experience

Your work experience section is the most important part of your resume as a help desk professional. It's where you show hiring managers how you've applied your technical skills and knowledge to solve problems, support customers, and contribute to your team's success. In this section, we'll break down the key steps to writing a compelling work experience section that will catch the attention of hiring managers.

1. Focus on your help desk achievements

When describing your work experience, don't just list your day-to-day responsibilities. Instead, focus on your key achievements and the impact you made in each role. Use specific examples and metrics to quantify your successes.

For instance, instead of writing something generic like this:

• Responded to customer inquiries and resolved technical issues
• Collaborated with team members to improve support processes

Highlight your achievements with specific details and numbers:

• Maintained a 95% customer satisfaction rating by promptly addressing and resolving an average of 50+ support tickets per day
• Implemented a new ticketing system that reduced average resolution time by 30%, improving team efficiency and customer satisfaction

2. Highlight your technical skills and tools

As a help desk professional, your technical skills and knowledge of specific tools are crucial to your success. Make sure to showcase your expertise by mentioning the specific technologies, systems, and tools you've worked with in each role.

For example:

• Proficient in troubleshooting hardware, software, and network issues across Windows, macOS, and Linux environments
• Experienced in using ticketing systems like Zendesk, Freshdesk, and JIRA to manage and track support requests
• Skilled in remote support tools such as TeamViewer, LogMeIn, and Bomgar for efficient issue resolution

Developed and maintained comprehensive knowledge base articles using Confluence, reducing ticket volume by 20% and empowering customers to find solutions independently.

3. Show your career progression

Hiring managers love to see candidates who have grown and advanced in their careers. If you've been promoted or taken on additional responsibilities within your help desk roles, make sure to highlight that progression in your work experience section.

For instance:

• Promoted from Help Desk Technician to Senior Help Desk Analyst within 18 months, based on strong performance and technical expertise
• Took on additional responsibilities as a Team Lead, mentoring and training 5 junior help desk staff members

By showcasing your career growth, you demonstrate your ability to learn, adapt, and take on new challenges – qualities that are highly valued in the fast-paced world of help desk support.

  Education

The education section of your help desk resume should be concise and highlight your most relevant qualifications. It's important to format this section correctly and include the right information to showcase your skills and knowledge. Here are some tips to help you write an effective education section on your help desk resume.

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

If you've recently graduated or have limited work experience, place your education section above your work history. This will draw attention to your academic achievements and relevant coursework.

Bachelor of Science in Computer Science University of California, Los Angeles Graduated: May 2022 Relevant Coursework: Network Administration Database Management IT Service Management

2. Include relevant certifications

Help desk positions often require specific certifications. If you have earned any relevant certifications, include them in your education section or create a separate 'Certifications' section.

Relevant certifications for help desk roles include:

• ITIL Foundation
• Microsoft Certified Solutions Associate (MCSA)

Here's an example of how to list certifications:

Certifications: CompTIA A+ (2021) ITIL Foundation (2020)

3. Keep it concise if you're a senior professional

If you have extensive work experience in help desk roles, your education section should be brief. Include your degree, university name, and graduation year (optional).

Senior help desk professionals should avoid:

• Listing irrelevant or outdated degrees
• Including graduation dates that may lead to age discrimination
• Mentioning high school education

Instead, keep it simple:

Bachelor of Science in Information Technology University of Texas at Austin

Action Verbs For Help Desk Resumes

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

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

• Streamlined
• Interpreted
• Troubleshooted
• Strengthened

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

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

Action Verbs for Help Desk Resumes

Skills for help desk resumes.

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

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

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

Service Desk

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

Skills Word Cloud For Help Desk Resumes

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

How to use these skills?

Other administrative resumes, desktop support.

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Help Desk Resume Guide

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

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Help Desk Resume: Template for Download & Practical Examples

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

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

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

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

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

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

Help Desk Resume Sample

Talented computer support specialists are always in demand. 

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

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

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

[Maria Johnson]

[Help Desk Analyst]

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

>> Summary <<

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

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

Help Desk Analyst

Example Co., Chicago IL. 

May 2019 – present

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

Help desk Analyst

Hudson, Chicago, IL

February 2016 – April 2019

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

Certification

CompTIA A+ – issued by Google IT Support, 202

Bachelor of Communication

University of Seattle, Seattle

What’s the Best Help Desk Resume Format?

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

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

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

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

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

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

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

How to Write a Help Desk Resume Summary or Resume Objective

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

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

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

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

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

Help Desk Resume Summary Example

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

How can you catch the recruiter’s attention? 

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

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

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

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

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

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

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

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

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

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

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

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

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

How to Write an Entry-Level Help Desk Resume Objective

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

This is the information that should be included: 

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

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

Entry-Level Help Desk Objective Example

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

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

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

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

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

How to Describe Your Help Desk Experience

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

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

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

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

Help Desk Resume Examples: Experience

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

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

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

Here is what your experience section should look like:

Help Desk Technician

Illinois Office of Inspector General, Chicago, IL

2019 – present

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

Entry-Level Help Desk Resume: Experience Section

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

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

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

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

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

IT Intern XYZ 

School District, Jackson, USA 2021 – 2022

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

Is Your Education Section Troubleshooted? It Might Be

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

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

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

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

Help Desk Resume Education Section Example

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

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

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

BSc. Degree in Computer Information Systems 

NYC College, New York, NY

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

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

The Best Help Desk Skills for a Resume

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

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

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

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

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

Soft Skills

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

Hard Skills

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

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

How to Add Other Sections for an Effective Resume

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

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

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

Help Desk Resume Samples: “Other” Sections

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

Continued learning

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

>> Languages <<

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

>> Personal Interests and Endeavors <<

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

Checklist to Keep in Mind

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

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

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

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

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Helpdesk Support Resume Samples

The guide to resume tailoring.

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

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

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

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• Performs continual preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
• Interface with, and provide support, to the Customer Relationship Management (CRM) Team who facilitate WAP Work Orders
• Establish and maintain relationships with service providers, manufacturers, resellers and contractors
• Perform minor customization to report SQL and executes queries
• Perform some repetitive work
• Support Department of the Navy Application and Database Management System (DADMS) customers, providing guidance and forms
• Coordinates operational process improvement tests that tie in with overall continuous improvement efforts
• Providing user training and assistance
• Troubleshoot for Windows 2000-8.1 and have good working knowledge of Office products; provide printer/fax support
• Provide root cause analysis and issue resolution guidance to remote Systems Operations, Development and Quality Assurance teams
• Working through the Remedy task ticketing system to close off issues expediently
• Providing support for NPD’s end users and clients on proprietary software including PowerView, Solution Folders, and DecisionKey (in-house application)
• Providing front-line customer service support of trading communication in real-time
• Provide excellent customer service
• Helps senior management in conducting meetings, creates and disseminates meeting minutes
• Creates status reports and communicates team status to management as identified on regular basis
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware; Respond to customers seeking help
• Provides assistance and guidance on monitoring the national helpdesk PIV mailbox
• Maintains the scheduling system and new/improved work procedures for the processing environment
• Performs testing of new system modifications
• Reviews daily work tickets to avoid overdue tickets
• Ability to maintain a professional and friendly attitude when working with end users
• Great attitude and team player, ability to communicate and document conversations
• Strong work ethic and ability to work independently as well as with a team
• Ability to deploy and move equipment and monitors weighing up to 10 pounds
• Knowledge of Microsoft Windows from XP to current version
• Ability to work independently
• Ability to work in a dynamic environment
• Ability to analyze information and evaluate results to choose best solution and solve a problem
• Escalating major incidents to IT management quickly and clearly
• Training is 9-5 for a couple of weeks, till candidate is able to handle daily workload

15 Helpdesk Support resume templates

Read our complete resume writing guides

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• 5+ years of Management experience
• Experience working in large scale corporate environments of 1,000+ users
• Windows XP and 7, MSO suite
• ServiceNow ticketing system

Junior Helpdesk Support Resume Examples & Samples

• Diploma or above in Computer Science or related disciplines
• At least 2 years of working experience in technical support including network administration work and system operations
• Proficient in market data systems and 3rdparty system such as Reuters, Bloomberg, EBS, Etrali, etc
• Solid experience in Active Directory, DNS, MS Exchange & MS SQL
• Able to communicate effectively to different levels of users. Able to work independently, and as a team
• Good command of spoken and written English, Mandarin and Cantonese
• Able to work on shift roster, on-call support, weekend and public holidays
• Ideal candidate will be offered a permanent position
• Troubleshoot and problem solve PC related hardware, Printer and software issues and escalate support issues to 2nd level IT support or 3rd party vendors
• Provide installation and problem solving for computer related task such as network, systems, printers, IPT, software and hardware
• Provide dealerboard system support and daily office automation system support
• Perform IT helpdesk function by answering supports calls in a shift arrangement
• Follow-up on user purchase and services subscription request
• IT inventory, documentation and procedure update
• PC, LCD, printer internal relocation
• Internal video conference meeting setup and troubleshoot
• Front office and Private Banking support experience will be advance

AP Helpdesk Support Resume Examples & Samples

• Handling questions via email and telephone addressing vendor setup, tax forms and banking, and payment related issues, as well as policy, procedure, system access, and tool usage questions
• Reporting/escalating issues through the appropriate channels
• Effectively communicating information with his/her team members, internal customers, and vendors alike
• Diagnosing and providing a path to resolving inquiries
• Proactively identifying ways to avoid recurrence of issues by suggesting process improvements
• Multitasking through multiple systems while troubleshooting with customers
• Achieving call center metrics including average handle time, availability as well as schedule adherence and conformance
• Additional responsibility as business needs dictate
• Obsession with customer service
• AP experience in a multinational environment would be advantageous
• Pro-active individual who is detail-oriented, accurate, and well-organized
• Ability to use critical thinking and logic skills to isolate and resolve issues in a timely manner
• Superior time management and prioritization skills
• Ability to meet deadlines and manage multiple priorities
• Demonstrates strong oral and written communication skills within the department and with vendors
• 2-3+ years in a finance-related or similar role, such as Customer Service, Help Desk, or Call Center
• Proficiency in Microsoft Excel and other related software
• Bachelor's degree in Business, Finance or Accounting; work experience considered

Junior Helpdesk Support Technician Resume Examples & Samples

• Working closely with the Senior Infrastructure Manager in understanding priorities, and in some cases mentor our users in Woodbridge office with respect to problem resolution and, where possible, train these individuals to be able to resolve Level 1 type problems ‘on their own&#8217
• Providing ‘entry-level’ training on basic applications (Word, Excel, Outlook) as needed
• Provide after hour support, server patching and retail support for all brands
• The position requires an effective communicator with solid PC / Networking skills

SAP Helpdesk Support Analyst Resume Examples & Samples

• Primarily support the PTP (Procure to Pay) and OTC (Order to Cash) processes through end-user support and issue management
• Promote best practice in the use of SAP, process improvement initiatives and offering advice/knowledge sharing
• Act as a first point of contact for EMEA WDI (Walt Disney International) for SAP related issues
• System Administration functions
• Inbox management and query response
• Release Management and Testing
• Accountancy, Business or similar IT degree desirable
• Good working knowledge (1-2 years) of SAP
• Experience in Procure to Pay and Order to Cash areas
• Excellent people and communication skills
• Initiative, forward thinking and positive attitude. Willingness to leave comfort zone and learn new functionality modules
• Ability to adapt to a changing environment as required
• Good Excel and Powerpoint skills
• Second language desirable

Helpdesk Support Specialist Resume Examples & Samples

• 1+ year of previous Helpdesk Support experience
• Broad knowledge in computer hardware
• Proficient with Network Systems and various software (Windows Operating Systems, Microsoft Office, and Communication Technology)

Solutions Helpdesk Support Resume Examples & Samples

• Numerate and analytical
• Positive, resilient and customer focussed attitude
• Excellent commutation skills both over the phone and in email
• Proven ability to problem solve and deliver outstanding customer service
• Commercial awareness and brand ambassador
• Must be passionate about IT

Helpdesk Support Resume Examples & Samples

• Providing first and second level helpdesk support which includes receiving calls, opening and logging helpdesk tickets, addressing issues that can be quickly resolved and routing/escalating trouble tickets to the appropriate resource
• Installing and configuring both Apple Mac and PC hardware and software
• Diagnosing and repairing hardware faults for Apple and PC
• Replacing parts as required for both Apple and PC computers
• Responding to calls within agreed time limits and updating tickets for tasks completed
• Effectively prioritizing calls to ensure those that have greatest impact on the business are resolved first – understand who the ‘VIP’ and other special users are
• Seeking support from Helpdesk Lead and or Supervisor for calls that pass their due dates, or where more experience is required in resolving a call
• Part of on-call rotation
• Performing other related duties as assigned
• Recent Apple Certifications (Otherwise must complete within 6 months of hire date)
• Experience with Adobe Creative Cloud
• Experience imaging Apple and PC computers. (SCCM, Symantec Ghost, JAMF, or other Apple imaging tools and processes)
• Proven ability to document issue resolution for helpdesk knowledgebase
• Responding to support requests on a daily basis
• Performing analysis, diagnosis and resolution of desktop hardware and software problems for a variety of end users
• Knowledge of Microsoft Windows Desktop Operating Systems (Windows 7 Pro, Windows 8.1 Pro)
• Knowledge of Virus and Spyware removal techniques
• Ability to open a computer and replace defective components
• Ability to work in a team-oriented, collaborative environment
• Experience with Microsoft Active Directory

Helpdesk Support Service Specialist Resume Examples & Samples

• Provide technical assistance and support for issues related to internal and external applications
• Respond to inquiries via email, over the phone and in person
• Write training documents, help materials and procedural manuals
• Train computer users on applications and procedures
• Provide reports and email lists as needed
• Monitor social media sites
• Maintain and update internal sites and documents using SharePoint
• Associates Degree in related discipline and one year of related experience; Or, High School or equivalent and two (2) years of related experience
• Familiarity with Microsoft Office suite of tools
• Secret Clearance or have the ability to get one. (must obtain interim secret to begin work)
• Ability to troubleshoot problems quickly with strong problem solving skills
• Be able to work both with a team and on an individual basis
• Strong customer service, organizational skills
• Previous help desk work
• Microsoft Office Specialist Certification
• SQL Query capabilities
• Microsoft SharePoint experience
• Knowledge of applicable DoD/Government policies and procedures and experience with Army Recruiting and/or Military
• Associates degree and a minimum of 3 years of technical experience in an enterprise help desk or desktop support role, or high school diploma or equivalent and 5 years of related technical experience
• Must sign privileged level access agreement
• Validate that security approvals and need-to-know are met for user requests
• Create and configure user accounts not later than 5 business days after receipt of all proper documentation
• Assist users with account issues, technical questions, and report and record system issues
• Assist with data usage agreements and other user agreements
• Person should have the knowledge, skills and ability to understand business processes that impact the above tasks

Technical Helpdesk Support Resume Examples & Samples

• Triage, research and resolve Pharmacy application issues escalated from both internal and customer Level 1 Help Desks
• Indentify defects in the Pharmacy System based on issue investigation and functional specs review
• In depth, cross functional application troubleshooting using database access tools, general research tools, functional requirements and defect tracking systems
• Maintain updates with customers on all open issues per department standards
• Adavanced PC, Windows, Network and Hardware troubleshooting
• Enter all calls in the Call Tracking System with accuracy and well documented call notes
• Communicate effectively with Internal and External customers
• MS Office (Excel, Word, Outlook)
• Background in object oriented databases
• Multitasking abilities
• High levels of engagement
• Knowledge of SAP preferred
• Pharmacy Tech exp preferred
• Bilingual differential for fluent Spanish speaking individuals
• Train users and answer questions
• Answer users' inquiries regarding software operation to resolve problems, including requirements originating from a field location
• Recreate user reported problems and observe system functioning to verify correct operations and detect errors
• Maintain record of daily data communication transactions, problems and remedial action taken
• Provide customer phone and email support
• Record, track and report customer calls
• Identify, enter, and track discrepancy reports
• Provide Tier 1, 2, and 3 support; and
• Gather and document system requirements

Helpdesk Support Engineer Resume Examples & Samples

• Takes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements
• Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures
• Escalates complex problems to the Remote SupportEngineering staff or Field Engineering
• Typically provides technicalsupport for Internal and External customers
• Responsible for providing the first-line of after-sales telephone technicalsupport of hardware, Operating Systems, sub-systems and/or applications for customers and/or employees
• Experience 1 to 3 Years (preferably in an international voice process)
• Willingness and ability to work in shifts (24 x 7)
• Good Knowledge On Operating Systems, Hardware, Networking and MS Applications
• Multitasking and coordination skills
• Team Player
• Well versed with technology (understanding of networks, monitoring, MAC, Linux, Windows)
• Good knowledge of Microsoft Office Suite (Word, Excel, Outlook etc.)
• Excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions
• Familiar with ITIL process and work flow

Tier Clinical Helpdesk Support Analyst Resume Examples & Samples

• Answering phones promptly
• Performing troubleshooting for desktop printer issues as well as checking wireless settings
• Performing password resets
• Updating knowledge base articles
• Meeting service level agreements (first call resolution, speed to answer, maintaining a high level of customer satisfaction)
• Providing excellent customer service in a fast paced environment

Clinical Helpdesk Support Analyst Resume Examples & Samples

• Responds to incidents regarding the clinical aspects of various clinical applications such as Epic, Cerner, McKesson and Meditech. Incidents may include, but are not limited to, workflow issues, application errors, user access, and functionality
• Will receive, analyze, and process the EMR requests submitted via e-mail, Web, and voice mails; examples include master files and category list modifications, smart lists, text, note support, etc
• Tracking and documenting the appropriate comments, and close or escalate the incident tickets and related issues in a timely manner
• Responsible for driving resolution of Incidents on a 24/7 desk
• Associates degree or higher; At least 3 to 5 years of progressive support, call center, and system administration experience
• Prior experience in large, multi-national firms
• Enjoys a fast-paced environment
• Exposure to regulatory requirements (HIPAA, SOX, etc)
• Strong desktop support with hardware break fix
• Strong Microsoft Windows (Win7 & 10), Outlook, and Office (Word and Excel) experience
• Ability to work during the weekends and / or provide rotational 24/7 remote support as needed
• Major implementation and rollout (200+ PCs) experience
• Exchange back end server experience a plus
• Training experience a plus
• Ability to speak Spanish and / or Portuguese a plus to support offices in Latin America

Associate, nd Level Helpdesk Support Resume Examples & Samples

• Provide timely and accurate second level Help Desk support for our global applications within our National Support Center (NSC)
• Meet set Service Level Agreements for assigned support tickets; provide assistance to employees via ServiceNow ticket escalation applications, and managing administration tasks
• Support first level agents working with internal and external users; liaise with US and Global IT groups
• Apply understanding of business terminology and processes to support role; offer application support and knowledge share with peers
• Assist in developing first and second level training and procedures for the NSC; maintain technology guidelines, operating procedures and support documentation
• Minimum three years of IT Helpdesk application support or service integration experience; preferably within a support center or similar environment
• Ability to manage various technologies and complex issues; ability to handle multiple tasks on a short deadline
• Technical experience in many areas of networking and software including LAN, Wireless devices, Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook) and third party applications; knowledge of ITIL Incident Management and Service Desk processes
• Flexibility to work overtime and on weekends to support a 24x7 environment and at peak times; ability to be on-call during weekends and afterhours
• Provide technical support and troubleshooting to network, desktop, and/or systems hardware and software. This position is 100% phone support
• Minimum of two years in a customer service IT support role
• Superior customer service skills, understanding customer urgency
• Support experience with
• Experience within a support role for more than 1000 customers/users
• Familiar with ITIL or HDI Help Desk methodology

Helpdesk Support Call Coordinator Resume Examples & Samples

• Be customer focused
• Possess good communication
• Can work as part as a team or individually
• Possess good organisational and administration skills
• Must be PC literate with basic knowledge of Microsoft Windows and associated programs
• Be tactful and diplomatic
• Previous administrative experience
• Recent helpdesk/administrative experience

Customer Resolution Helpdesk Support Agent Hospitality Solutions Resume Examples & Samples

• HS Diploma/ GED or equivalent
• Previous help desk / customer support experience
• Good knowledge of Microsoft Office Suite (Word, Excel)
• Able to understand technical language
• Ability to make quick and sound decisions and be able to meet deadlines under pressure
• Travel Related online booking experience with related sites such as Booking.com, Expedia, Orbitz, etc
• Basic knowledge of the hotel IT-environment
• Experience with OPERA or MICROS a plus
• Microsoft Operating Systems and products including Windows Servers 2008 to 2016, Active Directory, Microsoft Exchange 2010, Microsoft Office 2013 and above, Windows 7, 8, 8.1 and 10, Microsoft SharePoint
• Cisco Network Infrastructure, iOS, Cisco Unified Communications Infrastructure and Cisco Jabber
• Polycom Video Conferencing infrastructure and endpoints
• PC, Laptop and Tablet build, configuration and troubleshooting
• Mobile Device Management and Android Mobile OS configuration and troubleshooting

Helpdesk Support Analyst Resume Examples & Samples

• Good knowledge of Active Directory and Group Policies; administer Exchange server
• Good knowledge of virtual administration (HyperV , VMWare or KVM)
• Support production environment as requested
• Experience determining when to own an issue to resolution and when to escalate
• Skilled in accurately identifying the impact of issues and assigning appropriate urgency to their resolution
• Clean up computers both physical & applicational
• First Class treatment for All Clients
• ** Long term contract *****
• In a courteous manner, fields incoming help requests from end users via both telephone, e-mail and ticket queue
• Prioritizes and schedules timelines for problem resolution. Escalates high level issues (when necessary) to the properly experienced technician
• Records, tracks, and documents the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Accesses software updates, drivers, knowledge bases, and "FAQ" resources on the Internet to aid in problem resolution
• Tests fixes to ensure problem has been successfully resolved
• Trouble-shooting and diagnosis of technical issues for users
• Maintain objectivity in effective problem resolution
• Escalate problems to Level II and supervisor based on department operations and procedures as necessary
• Handle all incoming technical support problems using Remedy's ticketing system and other systems as required
• Follow all department procedures
• Weekend rotation and overtime potential
• Person should have a background exercising strong customer service skills within a structure call center environment 2.Windows 7(preferred) (1-2 years experience supporting / troubleshooting)
• Microsoft Office Suite 2007/2010 (1-2 years experience supporting troubleshooting
• 1-2 years of call center / technical support experience in an environment that uses a ticketing system
• Responsible for providing technical customer/helpdesk support
• Prioritize and execute tasks in a fast-paced environment
• Troubleshoot issues using multiple platforms
• Rapid response and ownership of issues and requests reported by customers via telephone, email or support ticket
• Document and report on all work performed on behalf of customers
• Acquire, stage, and deploy computers, printers, software, and peripherals
• Work with service providers to expedite and resolve issues impacting productivity
• Produce verbal and written status reports with emphasis on high-profile issues
• Proactively monitor, assess and address support requirements
• Create system and support documentation as required
• Must have 2-3 years in a complex helpdesk environment
• Must be fine with 100% phone support
• There will need to be knowledge of AD for account set up and troubleshooting for access issues
• There needs to be some experience with networking and tracing connectivity issues and IP's
• Provide exceptional IT service to TransPerfect employees
• Install and support Windows and Mac based hardware and software (including peripheral devices such as printers and USB devices)
• Respond to support requests on a daily basis
• Perform analysis, diagnosis and resolution of desktop hardware and software problems for a variety of end users
• Document and maintain an inventory of all computing equipment including PCs, monitors, printers, scanners, and other peripheral equipment
• Knowledge of Microsoft Windows Desktop Operating Systems (Windows 7 Pro, Windows 8.1 Pro) and Mac OS X
• Experience with basic networking and connectivity – DHCP, DNS, Cabling, etc
• Thorough understanding of Virus and Spyware removal techniques
• Thrive in a dynamic, fast-paced environment
• Work well in a team-oriented, collaborative environment
• Detail orientation is a must
• Provide Navy technical project and program offices with needed administrative support services
• Assembles administrative support service solutions and reports that meet technical project reporting requirements
• This task includes: submit requests and process computer requirements for employee communication services (NMCI, cell phone, desk telephone, air card, etc.), financial status reporting, filing and document retrieval, process badge requests/renewal and SAAR forms, create and process documentation required for official visits, provide quality correspondence, Maintain accurate and current muster lists, receive and distribute incoming mail, supplies, packages, and process outgoing mail and packages
• Must be able to communicate effectively Must demonstrate professional behavior at all times when dealing with clients, management and employees
• Must be able to support and work in a proactive team environment Must hold the safety of yourself and those around you as the number one priority in the workplace
• The ability to possess a Government CAC card required
• Great Customer Service and Attitude
• 1-2 yrs. Technical Help Desk
• Office 2010 product knowledge
• Responds to Help Desk tickets and telephone call requests for technical support
• Attempts to answer all questions (e.g., common problems and general
• Creates, updates, and resolves all issues within the current issue tracking system
• Provides remote technical assistance to end users
• Adheres to departmental standards and ensures appropriate use of information systems
• Ability and desire toward learning new technologies and maintaining industry standards
• Establishes and maintains positive and effective work relationships with co-workers, clients, members, providers, and customers
• Basic understanding of modern software design and development methodologies
• Able to apply consistent quality and security standards
• Ability to work effectively in a team and with clients
• Organized and follows through and follows up without supervision
• Possess a SECRET clearance
• Must be able to obtain the Security+ certification and provide proof that the candidate is enrolled into the CompTIA Continuing Education program before start
• Must obtain HDI certification within 90 days of hire
• Knowledge of and experience troubleshooting Windows 7
• Must be knowledgeable with the concepts and policy controls of Active Directory
• Knowledge of and experience with printer mapping, LAN/WAN network configuration and troubleshooting, VPN client connectivity
• Must be able to work any shifts – 24 x 7 WORK LOCATION: FT. KNOX, KY

Tier-helpdesk Support Resume Examples & Samples

• Aptitude for training end-users on software applications
• 2 years experience with PC's and peripherals,MS Office, Mac OS, Windows 95 / 98 / 2000 / NT / XP
• 2 years experience with the Internet and Internet based applications
• Fluency with speaking and writing in Spanish/French is a plus!
• A strong customer service background required
• Ability to work flexible hours is required as staffing is based on business needs
• Required to provide evening, weekend, or holiday support when needed
• Dedicated home office space and internet connection required
• Able to work independently and utilize tools to stay connected to the team
• Ability to adapt well to change
• Willingness to participate in an extensive modular training program
• A bachelor's or associate's degree is preferred

Level Helpdesk Support Resume Examples & Samples

• Respond to basic routine customer inquiries via e-mail, using scripted responses and phones
• Communicate clearly and concisely, both orally and in writing, with parents, students, and institutions regarding registration and scoring processing
• Handle candidate interaction via telephone or email contact for a variety of service transactions or inquiries in a polite and professional manner
• Handle transaction or processing work including refunds, key entry, written correspondence and basic resolutions
• Utilize Customer Relationship Management (CRM)
• Quickly and creatively solve problems to ensure consistent, quality service to the candidate
• Demonstrate high quality customer service interactions
• Provide complete and accurate information
• Achieve individual performance metrics/goals including, but not limited to: attendance, adherence to schedule, adherence to working shift, use of CRM, quality, e-mail RPH, telephone talk time, meeting deadlines, and meeting cycle time for transactional processes

Helpdesk Support Petware Project Resume Examples & Samples

• Knowledge of and skill in supporting multiple LAN / WAN environments
• Knowledge of and skill in supporting Operating Systems, primarily Windows 2003 SVR & XP
• Must have mental processes for reasoning, remembering, mathematics and language ability, (reading, writing, and speaking the English language) to perform the duties proficiently
• Demonstrated ability to take appropriate action in crisis situations
• Maintains list of system related issues and bugs
• Prioritizes issue log with management and collaborates with engineering team for resolution
• Maintains SOPs for each process area within the DC
• Provides insight into operational practices and issues that contribute to customer satisfaction concerns
• Work with DC leadership and engineering team to facilitate customer service related issue resolution
• Responsible for asset tracking and management of operations computer hardware (scanners, printers, computers etc.)
• Implement workflow specific software
• Additionally support issues that may arise such as workstations, Wifi, printers, scanners etc
• 2+ years of technical experience and along with the ability to troubleshoot application related issues
• Experience with resolving issues as they pertain to workstations, laptops, printers, scanner etc
• Responsible for responding to queries either in the ticketing system, over the phone or in person
• Provide customer training of computer, email & telecommunications system features and functionality
• Monitor daily performance of computer systems; Run diagnostic programs to resolve problem
• Able to troubleshoot and walk customers through problem-solving process
• Clean up computers; Install, configure, modify, and repair computer hardware and software
• Resolve technical problems with Local Area Networks (LAN)
• Install company specific computer peripherals for users
• Ensure proper security procedures are implemented and enforced
• Troubleshoot any physical cabling (voice & data) issues at all offices (Corporate and remote sites)
• Windows operations systems proficiency
• Hosted POP/IMAP/Exchange email administration knowledge/experience
• Active directory administration experience
• Windows server administration experience
• Experience with 1000+ desktops/laptops deployed at remote sites, Printer, Scanner, VPN, Citrix, MS Word/Excel/Outlook troubleshooting
• In-depth understanding of LAN concepts
• PC imaging and deployment knowledge/experience
• Bachelor’s degree or comparable industry experience and training
• Must have excellent written and verbal communication skills with must be able to interface with both technical and non-technical personnel
• Has knowledge of commonly used concepts, practices, and procedures within Helpdesk Support field
• Technical hands-on experience troubleshooting an remote environment
• Strong initiative skills with attention to details involving administration tasks and project management
• Be a TEAM player and have demonstrated professional leadership skills for future development
• Help desk support for NAVAIR National Help Desk at NAWCWD
• Provide Help Desk Tier 1 support to China Lake and Pt. Mugu, taking and routing phone calls and emails
• Create and assign tickets in the Help Desk Expert Automation Tool (HEAT)
• Track tickets in the Help Desk Expert Automation Tool (HEAT), providing maintenance or processing for close out
• Research misrouted tickets and route to correct teams
• Update customer profiles in HEAT for China Lake and Pt. Mugu
• Determine if HEAT tickets need Service Level Agreement (SLA) Support and assign items to correct SLA
• Determine if HEAT tickets require the support of the Work Acceptance Process (WAP) and assign a Work order
• Review all approved or returned Information Technology Procurement Requests (ITPRs), using NAV-IDAS
• Train customers in the use of HEAT and NAV-IDAS
• Update IPTR User Distribution Lists
• Conduct phone and email surveys, gauging customer satisfaction
• Requires the ability to possess a government CAC card
• Must have a desire to build a career in sales
• Bachelor's degree in Business Administration, Marketing, Management or similar major or military experience
• Prior experience in service-oriented sales is preferred
• A sense of urgency, excellent presentation skills, and a high standard of professionalism and character
• A desire to learn and teach
• 2+ Years HD Experience within Microsoft Environment (Windows XP and 7) Level 1, password resets basic troubleshooting, triage calls(Enterprise level environment paced has been most successful)
• 100% phone support We are seeking candidates with in depth troubleshooting skills

Desktop / Helpdesk Support Technician Resume Examples & Samples

• Support internal users and executives. (110 user environment)
• Handle troubleshooting issues with the end users with great customer service
• Take tickets to troubleshoot, printers, networks, servers, PC's, laptops, mobile devices
• Must have experience with Windows 7/10, Active Directory, Outlook/Exchange
• Must be passionate about IT, professional, punctual, and reliable
• Posses ability to grow with company as they scale, teach new hires
• Troubleshooting hardware
• Building user desktops and servers
• Operating system maintenance
• Local and remote user support
• Close communication with Clearwater clients to identify and resolve data issues
• Remote software deployment
• Basic troubleshooting of scripts in Python, Perl, Bash, etc
• Memtest, Seatools or PC Check
• Mac and PC hardware, printers, scanners, computer peripherals and Mobile devices (iOS and Android)
• Networking knowledge in LAN, WAN, DHCP, DNS and cabling
• Basic troubleshooting in

Senior Helpdesk Support Resume Examples & Samples

• Understand the benefit of a Ticket tracking system
• Work as a team with Helpdesk, Operations and Network Administrators
• Physical demands are described as medium (exert up to 50 lbs. of force occasionally, and/or up to 20 lbs. of force frequently, and up to 10 lbs. force constantly to lift, carry, push, pull, or otherwise move objects, including the human body)
• A minimum of 4 years’ experience in a desktop support role
• Familiarity with Cloud-based IT solutions (Dropbox, Box, Google)

Team Lead Helpdesk Support Resume Examples & Samples

• Bachelor's degree (or higher) or foreign equivalent degree required with Computer Science, Engineering, Information Technology or related field preferred
• Working knowledge of ticketing systems required
• Minimum eight (8) years of customer service experience required
• Minimum of three (3) years of supervisory experience required
• Prior IT experience preferred
• Working knowledge of HPE IT Service Manager (ITSM) preferred
• Working knowledge of Cisco Unified Contact Center Express (UCCX) preferred
• Refining industry experience preferred
• Knowledge of basic computer skills, including troubleshooting internet connections, browser problems, documents uploads, and proficiency in any helpdesk ticketing system
• Basic computer troubleshooting, analysis, research, critical thinking, and problem-solving skills with keen attention to detail
• Ability to effectively prioritize multiple tasks and priorities with frequent interruptions, occasionally in urgent situations
• Ability to provide reliable phone support to end users and maintain high availability by efficiently processing calls
• Ability to communicate instructions and information effectively in a manner appropriate to the technical knowledge of the audience
• Ability to promote and follow county and Court business policies, procedures, standards, and guidelines
• Strong written and oral communication and interpersonal skills
• Ability to be self-motivated and goal oriented, capable of working in a fast-paced and changing environment while providing exceptional customer service

Helpdesk Support With Italian Resume Examples & Samples

• Fluency in Italian
• Fluency in English
• Part-time schedule (9:00 – 13:00)
• Proficient in relevant computer applications (Internet explorer, Outlook, Microsoft Office)
• Problem solving and analysis skills
• 1+ years of experience in one or more of the following EMR applications – Epic, Cerner, McKesson and MeditechA+ Certification
• 1+ years clinical care delivery experience
• 4+ years of relevant experience or equivalent combination of education and work experience / High school diploma or equivalent required. Associates degree, technical college or some college course work preferredApplies good understanding of customer service techniques as required to address PC
• Previous team leadership experience
• Demonstrates a service philosophy in all interactions with clinicians and colleagues
• All candidates will have to be shift flexible. Nights and weekend work will be required
• Knowledge of Office 2016 suite and Office 365
• Experience with ticketing systems
• Knowledge of VPN related troubleshooting
• Familiarity with cloud based applications and basic diagnosis and troubleshooting of internet applications
• Knowledge working on ACD phones
• Knowledge of Windows 7/ 10 operating system troubleshooting and understanding of MAC operating systems
• Experience with Remote desktop tools
• Experience with chat support and email support in addition to phone support is a plus

Intern, Helpdesk Support Resume Examples & Samples

• Determines the most effective manner to resolve customer's technical issue. Engages in research and in-depth troubleshooting to resolve technical issues. Consults with senior and management staff as well as other teams when necessary
• Records required information in the appropriate ticketing systems. Updates records with in-depth information about work performed and documents resolution information accurately upon closure
• Adhere to published SLAs for response and resolution times
• Grant and remove access to new-hires, internal promotions/changes, and terminations
• Develop and document solutions to known issues in the team knowledgebase
• Develop training for team members and other internal colleagues
• Education:AS in Computer Science, Engineering, Math or Science required; BS degree preferred
• Experience:1 - 2 years of applicable experience in a technical support role preferably with some experience working in a call-center environment or a desktop support role
• Demonstrated ability to analyze complex problems and resolve them using both documented and non-documented solutions
• Ability to research solutions or information regarding technical issues
• Able to multitask, prioritize, and work well under pressure and in high-stress situations
• Must have a good command of the English language in order to provide effective support both in-person and remotely
• Ability to remain organized, on-task, and manage time efficiently
• Strong analytical, problem solving, communication and relationship building skills
• POISE ambassador - values in work assignments and business relationships (already in SuccessFactors)
• Microsoft Windows operating systems
• Android, Windows, and iOS mobile devices
• Enterprise print hardware and software
• PeopleSoft Financials
• Provides phone and in-person support to users in the areas of e-mail, directories, standard Windows desktop applications, and applications developed under this contract or predecessors
• Serves as the initial point of contact for troubleshooting hardware/software PC and printer problems
• Must be able to Public Trust Clearance (credit and background)
• Minimum 4-5 years of progressive experience in a call center providing technical IT support
• Strong customer service skills
• Provides software and system troubleshooting and support
• May provide guidance and work leadership to less-experienced technicians
• DoD 8570 Level 1 or higher
• Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment
• Report issues to the Service Desk for escalation
• Assign users and computers to proper groups in Active Directory
• Working knowledge of networks, particularly Ethernet topology and TCP/IP protocols
• Comfortable working with mainframe sessions
• Ability to walk the client through Windows operating system
• Configuration and installation problems such as installing printers and other peripheral drivers and remote access networking
• Ability to support the following applications and operating systems
• O Windows 2007

IT Specialist / Helpdesk Support Resume Examples & Samples

• Provides technical support to Lockton IT users
• Assists end users in operation of computers, peripheral and software applications
• Documents incoming requests and routes tickets to appropriate Information Technology Technician when required
• Hardware troubleshooting and replacement
• Software troubleshooting, installation, and configuration support
• Moves, adds, and changes to desktop and network equipment
• Simple user and account administration
• Provides consulting and training as needed for IT systems and services
• Documents incoming requests and handles help desk processes as appropriate
• Provides hands-on assistance, troubleshooting, and installing PC and network hardware and software components
• Provides exceptional customer service and adheres to the Lockton Philosophies
• Supports Information Technology department's vision, mission, goals, and strategies
• Makes decisions in compliance with established corporate and department standards
• Good organizational skills to prioritize workload to meet time sensitive deadlines
• Assists in developing short-term and long-range objectives and strategies
• Maintains awareness of new system procedures and processes, software capabilities, and other technological advances
• Performs other work-related duties as assigned
• Answer and resolve inbound technical calls at a large corporate help desk, efficiently and professionally, in a high volume call center environment that operates 24x7x365
• Proficiently manage the resolution of inbound technical calls; balancing the need for customer service and issue resolution with the constraints of a call handle time goal
• Demonstrate a highly developed sense of integrity and commitment to customer satisfaction
• Work in a low-wall cubicle environment with moderate noise levels
• Bachelor's degree preferred, but HS Diploma/GED and 2+ years of experience accepted
• 1+ year of experience in a call center environment where success was gauged by balancing call handle time and first call resolution
• 1+ years’ of experience in technical support (preferably in a helpdesk) with experience with resetting passwords and verifying permissions
• Experience using an incident or call tracking system
• Willingness to work a schedule described above
• Provide a high level of support around specific projects for internal employees located in the North America market
• Research, diagnose, resolve or escalate technical and procedural issues that are project based using multiple tools and documented process
• Use critical thinking skills, and probing questions to identify and resolve issues based on documented troubleshooting
• Clearly log and assign tickets as outlined in department documentation and problem management requirements. Own the end to end lifecycle of issues reported to you, while keeping customers informed when necessary
• Communicate to employees with a high level of Customer Service that is easy to understand and non-technical
• Take personal accountability to meet project requirements and be punctual to all scheduled shifts
• Remain cool under pressure and effectively handle stress, change, and uncertainty. Be open to feedback to grow your performance
• Position is located in Rocklin, CA
• Must be willing to work none traditional hours including, early mornings, evenings
• 2 years of Service Desk or equivalent job experience. Retail experience is a plus
• Experience in troubleshooting Customer Terminal issues in a retail environment is a plus
• Experience in troubleshooting Network issues in a retail environment is a plus
• Dependability, Self-Motivation, and a drive to excel
• Must be able to react quickly to change, handle ambiguity and adapt to cultural differences
• Ability to multitask, while maintaining a high level of customer service
• Ability to maintain a Growth Mindset, constantly acquiring and folding in feedback to attain a higher level of performance
• Soft skills are very important- clear communication, personable
• An Associate degree or one or more technology certifications is required, (e.g. Apple, Microsoft, COMPTIA A+ or Network+, etc.)
• Three to five years’ experience working with computer technology in a business environment required
• Experience in providing telephone based assistance or instruction
• Bi or Multi-lingual a plus
• Responds to customer technical problems/issues related to software and applications via phone and/or online support
• High-volume fast paced call center environment
• PC software and application support experience needed
• Must be flexible with schedule
• Must be able to pass a very basic technical screen, so some IT & computer knowledge is required
• Advanced written and verbal communication skills needed
• Must have clean criminal history to pass background check and also be able to pass drug test
• Knowledge of Microsoft Office 2003 to current version
• Knowledge of anti-virus software and pop up blockers
• Knowledge of PC & Apple desktops and laptops
• HS Diploma or above
• 2 year work experience with workstation maintenance, repair and installation of Windows or MS Office

Junior Helpdesk Support Specialist Resume Examples & Samples

• 0-3 years of relevant experience
• Ability to quickly diagnose and fix problems
• Ability to operate in a dynamic, fast-paced environment
• Exceptional written, oral and interpersonal communication skills
• Working knowledge of a past Helpdesk/Support Ticketing system
• Monitors the applications, systems and hardware in the processing environment for abnormal processing conditions
• Researches and resolves user problems as well as issues and problems with software systems, operations processing, and assigned processing environments
• Follows escalation procedures when appropriate to resolve processing problems and user problems in a timely manner and meet service levels and other standards for the job
• Coordinates the testing of applications, systems, processes and procedures, hardware and/or software changes
• Analyzes and implements changes or additions to software systems and operations procedures
• Trains internal customers (employees) on changes, new systems or new procedures
• May identify new tools, technology, or processes that improve the overall processing environment or processing efficiency
• Assists in the definition of external and internal customer problems and needs. Discusses expectations with customers. May explain solutions directly to customers where appropriate
• Maintains the operations support disaster recovery/business continuity plans for the assigned processing environments. Coordinates and conducts disaster recovery testing as required, documents test results, and documents modifications required for future testing
• Completes project assignments and special projects commensurate with job expectations

Tier Helpdesk Support Resume Examples & Samples

• Support components such as desktop components, server components, and wireless services and support components / Address user tickets regarding hardware, software and networking
• 3-5+ years of experience with desktop application environment and network troubleshooting
• Strong written and oral communication skills, with the ability to engage in a self-directed fashion
• Experience developing and managing deployment life-cycles using Microsoft TFS and related tools
• US Citizenship required with ability to successfully obtain mid-level, agency specific security clearance (e.g., no bankruptcies within the last 26 years and no criminal record)
• Microsoft Office Specialist
• Experience with MVC framework, JQuery, Angular
• Knowledge of and experience with Agile practices including Scrum, Kanban, and TDD
• Prior cross-functional team experience
• 3+ years of experience in a Corporate Support position in a Technical environment with the ability to diagnose and troubleshoot system problems
• Solid understanding of local and wide area networking protocols
• Knowledge of Microsoft Operating Systems, specifically Windows NT, 2000, XP & 7
• Understanding of Financial Business environments
• Associate's and/or Bachelor's Degree in a related field
• Provides phone and in-person support to users in the areas of e-mail, directories
• Provides support to users in standard Windows desktop applications
• Serves as the initial point of contact for troubleshooting hardware/software PC and printer
• 2+ years of experience with standard Windows OS applications and MS Office applications
• 1-2 years’ experience troubleshooting hardware and/or software issues
• 2-3 years’ experience in tier 1 help desk support
• Proficient with Windows XP, 7, 8.1, and 10 environments
• Proficient with Microsoft Office 2007, 2010, 2013 and Office 365
• Experienced with troubleshooting common network issues
• Experienced with Active Directory
• Helps in rolling out new software deployment for applications
• Assists in the troubleshooting of issues that involve information systems
• Responsible for troubleshooting the technology and systems
• Responsible for solving issues by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures
• Responsible for compliance with all standard practices, procedures and policies governing principal duties and responsibilities in consultation with senior management
• Maintains documentation needed for procedures, processes and audits
• Maintains updates and closes any assigned/escalated tickets for this area in the ticketing system
• Conducts necessary research to produce document(s) on the topic
• Acts as a Liaison between end users and technical teams
• Develops and maintains program templates and program related standard operating procedures(SOPs)
• Publishes information through a variety of communications methods (email, web, newsletters, etc.)
• 5 years of relevant experience
• AA/AS in related field
• Proven analytical skills in information systems
• Highly motivated and possess good technical and communications skills

IT Technician Helpdesk Support Resume Examples & Samples

• Day to Day operations, responding to support requests and technical issues via E¬Mail, phone and other electronic medium such as the Continental Incident Management System
• Desktop / Laptop break/fix with vendor support
• Assist with the support with guidance from Infrastructure team of: Manufacturing Applications
• HS Diploma/GED and or Associates Degree (IT related)
• 3 + years IT-professional helpdesk experience
• Good Problem Solving and strong Customer Service
• Microsoft Windows XP, 7, 8.1, 10
• Experience with hardware and software issue resolution
• Proficient in communication / internet related protocols / applications such as VPN, Wireless including Cellular, LAN/WAN, Cisco VPN Client, iPass, and Lotus Notes

Helpdesk Support Level Resume Examples & Samples

• Work in concert with other members of the IT department to troubleshoot
• Answer Helpdesk telephone at all times during the scheduled workday
• Properly log incidents into the Helpdesk ticketing system and resolve them in a timely manner
• IP Phone support – basic support, changing extensions, putting user’s name on the phone
• Excellent communications skills, both verbal and written are required
• Hardware; Microsoft Windows Operating Systems (7,10), Microsoft Office Suite (2010, 2013) and MAC OS X
• 1-4 years of previous Helpdesk support experience with ticketing systems
• Must be able to take direction remotely and adhere to standard operating procedures and policies
• Manning a help desk for incoming calls and walk up problems related to a project to implement Office 365 (email only)
• Understanding the configuration and escalation points when not able to resolve
• Opening, updating and closing trouble tickets for users
• Windows Operating System configuration
• Use of imaging tools
• Application installation and trouble shooting
• Typically requires high school diploma or equivalent
• 1+ years of experience providing desktop support and server assistance in a Microsoft Windows 7 and 8 and Microsoft Office 2010 (or later) environment
• 1+ years of experience performing troubleshooting and supporting software including issues due to service packs and hot fixes for approved systems and devices. Support encompasses desktops, laptops, tablets, smartphones, iPhone or iOS device, Apple/Mac, Blackberries and other emerging technologies
• Effective written and verbal communication
• Resolve customer enquiries in an articulate, timely, and courteous way seeking to deliver quick and effective solutions
• Escalate issues to internal Product Management and Development teams when necessary, clearly articulating problems and steps required for resolution
• Clearly communicate with end users, educating them and dealing with all queries on the use of ICE Instant Messaging platform
• Coordinate with customer technology staff and the ICE sales team to assist in setting up new users and resolving customer issues on an ongoing basis
• Produce periodic operational reports, document and update internal procedures, and assist with special projects as needed

Glaas Helpdesk Support Resume Examples & Samples

• 2+ years’ of Technical Help Desk support
• 2+ years’ experience with Compusearch PRISM
• Customer Service Oriented
• Ability to Multi-Task and prioritize
• Excellent written documentation skills
• Ability to creatively problem solve
• Excellent analytical and assessment skills
• Self-motivated and ability to work well in a team
• Regular on-call support (24x7)
• Regular shift work
• ACTIVE SECRET CLEARANCE
• 1+ years’ experience with USAID GLAAS application
• 1+ years’ SQL experience

Disa Field Engineer Helpdesk Support Resume Examples & Samples

• A+ or MCP Certification
• Exposure to Microsoft Windows Active Directory
• Exposure VMware vCenter & Horizon View
• Exposure NetApp Data OnTAP

Helpdesk Support With Top Secret Clearance Resume Examples & Samples

• Perform Tier 1 level support for desktop and network related issues
• Create/edit standard operating procedures, SOPs
• This position is considered to be a “Federal Emergency Response Official” which means you may be asked to report in the event of a threat, hazard, or natural disaster
• Co-ordinating with European colleagues to man the Helpdesk helpline
• Providing support for NPD’s end users and clients on proprietary software including PowerView, Solution Folders, and DecisionKey (in-house application)
• Imaging and setting-up machines for new employees, upgrades etc
• Assisting with moves, adds and changes
• Provide onsite support to remote office locations
• Completing ad-hoc projects
• You will also be responsible for providing periodic reports, inventory management and other administrative tasks, as needed
• 3-5 years IT experience in a business environment
• Proficient in Windows (all versions), Remedy (or equivalent), MS Office, Active - Directory, and Internet Explorer
• Experience with servers and VM environments a plus
• Excellent troubleshooting and problem research skills
• Candidates must be customer oriented, self-motivated, ambitious, and dedicated team player
• Ability to interface effectively via phone or email with both technical and non-technical users
• Candidates must be willing to travel and to be flexible with working hours to suit business need when required
• Experience with routers, switches, and phone systems a distinct advantage

Helpdesk Support Services Specialist Intermediate Resume Examples & Samples

• Preferred education/experience - Four years relevant experience OR 2 years relevant experience and an Associate's Degree in a Technical Discipline or related field
• Requiredtraining - CompTIA Security+ certification with enrollment in their Continuing Education program AND at least one additional related computing environment (desktop OS) certification. Examples: MCITP (Enterprise Desktop Support Technician), MCP, MCSA, MCSE
• Provide professional and personal assistance to clients in answering inquiries, locating information and analyzing technical requirements at a moment's notice, sometimes in very stressful situations
• Provide desk-side information technology support to U.S. Army war-fighter customers/users at a military installation
• Must be able to interface with individuals and military/civilian professionals at all levels of the organization
• Grooming and dress must be appropriate for the position and must not impose a safety risk/hazard to the employee or others

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Service Desk Technician Resume Examples

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

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Service Desk Technician

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

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

Core Skills :

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

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

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

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

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Service Desk Technician Resume with No Experience

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

Responsibilities

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

Experience 0 Years

Level Junior

Education Bachelor’s

Service Desk Technician Resume with 2 Years of Experience

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

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

Responsibilities :

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

Experience 2+ Years

Service Desk Technician Resume with 5 Years of Experience

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

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

Experience 5+ Years

Level Senior

Service Desk Technician Resume with 7 Years of Experience

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

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

Experience 7+ Years

Service Desk Technician Resume with 10 Years of Experience

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

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

Experience 10+ Years

Level Senior Manager

Education Master’s

Service Desk Technician Resume with 15 Years of Experience

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

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

Experience 15+ Years

Level Director

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

What should be included in a Service Desk Technician resume?

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Key takeaways for an Service Desk Technician resume

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

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

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

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