help desk profile for resume

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5 Help Desk Resume Examples Built to Work in 2024 

Help Desk Resume

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

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

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

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

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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. 

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IT Help Desk Support Resume Examples

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

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

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IT Help Desk Support

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

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

Core Skills :

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

Professional Experience :

Help Desk Support, ABC Company, 2015 – Present

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

Help Desk Analyst, XYZ Company, 2013 – 2015

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

Education :

Bachelor of Science in Information Technology, ABC University, 2013

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IT Help Desk Support Resume with No Experience

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

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

Responsibilities

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

Experience 0 Years

Level Junior

Education Bachelor’s

IT Help Desk Support Resume with 2 Years of Experience

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

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

Responsibilities :

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

Experience 2+ Years

IT Help Desk Support Resume with 5 Years of Experience

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

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

Experience 5+ Years

Level Senior

IT Help Desk Support Resume with 7 Years of Experience

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

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

Experience 7+ Years

IT Help Desk Support Resume with 10 Years of Experience

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

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

Experience 10+ Years

Level Senior Manager

Education Master’s

IT Help Desk Support Resume with 15 Years of Experience

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

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

Experience 15+ Years

Level Director

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Key takeaways for an IT Help Desk Support resume

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

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

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

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

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

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

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Help Desk Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the help desk 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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• Assist with network issues, mobile device management, and third party application management
• Effectively communicates with IT team members and management to document customer issues, create assignments, manage support requests and share best practices
• Deploy and maintain out of band management devices in Retail locations, so that network equipment can be managed remotely
• May provide lead work direction to college interns or new hires
• Registers in HEAT (the incident management tracking tool) and assigns either to him (her) self or dispatched to a "queue" managed by additional support teams
• Work and communicate with team members to deploy quality solutions in order to satisfy project and task work as assigned
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
• Assist on multiple project work assigned by a manager
• Provides additional assistance or information to the IT Technical resource working on the escalated problem
• Consistently meet and exceed established benchmarks in performance set forth by management for all Tier 1 Associates
• Administers end-user workstations and supports end-user activities utilizing TCP/IP on a primarily Microsoft Windows-based local area network (LAN)
• Use Active Directory and other Bain tools to create and manage user accounts and set permissions
• Perform other related duties incidental to the work described
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
• Provide basic administrative support such as creating network and email accounts, editing permissions and performing file restorations
• Identifies areas for service and support improvement and collaborates with Manager to implement changes
• Provides remote Level I and II (basic and escalated) technical assistance and supports, and resolves problems related to the use of computer hardware and software for system end users
• Maintains accurate and timely records in time tracking systems, ticket management systems, asset tracking systems, and weekly status and metrics report repositories
• Documents current processes, procedures, and routing guidelines; and builds, maintains and contributes to a knowledgebase for financial and administrative systems
• Perform any other duties deemed necessary by the Manager of International IT Operations and Help Desk
• As time permits, or as directed by the Director of IT Operations and Infrastructure (or his reports) provide assistance to other groups within IT
• Ability to react quickly and professionally in stressful situations
• Excellent verbal communication skills, able to interact professionally with diverse user groups
• Ability to deliver customer service to users with various levels of computer knowledge
• Ability to troubleshoot and resolve basic software and hardware problems
• Excellent verbal and written communication and interpersonal skills; attention to detail and accuracy; along with time management and organizational skills
• Excellent team work and strong desire to help your coworkers
• Strong knowledge or familiarity with Active Directory group and account administration
• Computer proficiency with applicable software applications (for example Microsoft Office, CAD, Adobe Suite, programming
• Excellent attitude with a strong desire to learn
• Ability to execute procedures and follow quality assurance processes.��

15 Help Desk resume templates

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• Investigates user problems and identifies their source; determines possible solutions; tests and implements solutions
• Installs, configures and maintains personal computers, Windows networks, Apple workstations, file servers, network cabling, and other related equipment, devices and systems; adds or upgrades and configures disk drives, printers and related equipment
• Maintains site licenses for department/organization
• Plans and implements network security, including maintaining firewalls, configuring VPN, managing host security, file permissions, file system integrity, and adding and deleting users
• Develops and conducts various training and instruction for system users on operating systems and other applications; assists users in maximizing use of networks and computing systems
• Assists personnel of other departments as a computer resource
• Knowledge of computer and/or network security systems, applications, procedures and technique
• Ability to identify and resolve computer system malfunctions and operations problems
• Normal, corrective vision range; ability to see color and to distinguish letters, numbers and symbols
• Ability to reach with hands and arms
• Occasionally lift and/or move up to 75 pounds
• Degree in information technology or related field and 1-3 years of networking experience; or equivalent applicable work experience

Freelance CG & Remote Help Desk Assistant Resume Examples & Samples

• Candidates should have a strong working knowledge of the Microsoft Windows operating system, directory structure, asset management, and navigation
• Must have great verbal communication skills along with the patience and ability to explain technical concepts over the phone and talk someone through technical processes
• Candidates will have solid problem solving abilities and be highly detail oriented
• An enthusiastic knowledge of Sports is a must!
• A course of study or degree in Communications, Broadcasting or Graphics is preferred
• A working knowledge of WinZip and FTP Pro is desired
• Candidates must be available for a variety of weekday, weeknights and weekend shifts

Help Desk Operator Resume Examples & Samples

• Strong verbal and written communication skills, passion for customer service and resolving issues
• Capable of learning both technical and procedural components of the Gap Inc. stores environment, must be able to react quickly to change
• Must be willing to work none traditional hours including, early mornings, evenings, late nights and/or overnight shifts, must be punctual
• 2 or more years of Service Desk or equivalent job experience. Retail experience is a plus
• Familiarity with ticket logging solutions and knowledge base queries a plus

Senior Tier, Help Desk Engineer Resume Examples & Samples

• 4+ years of experience working in IT role including Service Desk, Hardware deployment/configuration and Access Administration
• SME knowledge of PC hardware and software with an emphasis on Microsoft
• Excellent working knowledge of all components of IT infrastructure including desktops, servers, routers, and wireless devices (Blackberries)
• Strong ability to interface and service VIP's with diplomacy and confidence
• Familiarity with Service Desk Ticketing software
• A+, MSCE and/or CCNE certification

Gti-help Desk Agent, Based Resume Examples & Samples

• 4 Learning skills
• 4 Ability to work independently as a self-starter, and within a team environment
• 4 Planning and organizing
• 4 Working knowledge of Microsoft products, including Outlook, Word, Excel, and PowerPoint
• 4 Information Technology Engineering or similar degree student
• 4 Working knowledge of fundamental operations of relevant software, hardware and other equipment
• 4 Knowledge of relevant call tracking applications
• 4 Knowledge and experience of customer service practices

Team Lead / Help Desk Resume Examples & Samples

• Seven years or more of demonstrated experience in client hardware/software support in a network environment is required. Additionally, demonstrated experience managing projects and managing and/or mentoring people is required. Ideal candidate will have a passion for customer service, collaborating with peers and solving problems
• A high school diploma or GED is required; a four-year college degree and/or Microsoft certification is preferred. Candidate must have thorough knowledge of client computing platforms and concepts, specifically: Windows, Mac OS, Active Directory, Microsoft Systems Center Configuration Manager, JAMF Casper Suite, WSUS, Windows Group Policy Objects and Windows & Mac Scripting
• Detailed Job Description
• Manage, mentor and develop help desk staff
• Problem resolution requiring working with other teams and outside vendors to isolate problems and drive towards quick and complete resolutions
• Document problem resolutions
• Work with IT staff across the company, Internal Audit, executives and others
• Maintain procedural and equipment documentation
• Ability to describe and understand clients, client-based software solutions and network systems
• Manage project tasks and see them through to completion while keeping upper management informed of progress
• React to change productively, work with very minimal supervision, and handle other tasks as assigned
• Off-hours work, 24 hour a day on-call duties, long hours required
• Be able to effectively communicate with all individuals in the organization. Solid customer service skills
• Be able to work effectively as part of a team in both leader and follower roles
• Use scripting languages and other technologies to automate processes
• Provide early warning of problems to management and expedient resolution of those problems
• We are a drug free, EEO employer committed to a diverse workforce. We will consider all qualified candidates regardless of race, color, national origin, sex, age, marital status, personal appearance, sexual orientation, family responsibilities, disability, education, political affiliation or veteran status

IT Help Desk Professional Resume Examples & Samples

• First line of support for approximately 185 users (75% local)
• Troubleshoot computer hardware, software, network or other technical problems
• Cover 9-6 or 6:30-3:30 shift
• Planning and organization
• Ability to handle multiple tasks

Desktop Svcs Help Desk Rep Resume Examples & Samples

• Identifies, investigates and researches user questions and problems as well as recognizing, researching, isolating and resolving information systems problems
• Refers more complex problems to Level II analyst
• Technical training and prior experience in computer troubleshooting and problem resolution
• Proficient in current Windows operating system
• Assists in identifying trends in continuing hardware, software or systems problems
• Refers user problems to EHD Management, senior analysts or other support groups within Information Technology as necessary when additional assistance is required for resolution
• Associate degree in a technical or computer related field of study in a related field or equivalent work experience
• 2+ years of related work experience
• Installs, configures and maintains personal computers, Windows networks, network cabling, and other related equipment, devices and systems; adds or upgrades and configures disk drives, printers and related equipment
• Maintain IT hardware inventory
• Responsible for data backup using VEEAM backup software
• Salesforce and /or SharePoint experience a plus
• 1-3 years' help desk experience
• A+, MCP, MCSE certification preferred
• Knowledge of Microsoft exchange server 2010
• Experience with windows active directory network share permissions
• Experience working with virtual environment and virtualized networking technologies

Virtual Desktop Infrastructure Help Desk Resume Examples & Samples

• Must be an independent worker requiring a minimum of direct supervision to accomplish tasking
• Use/Knowledge of the Remedy Ticketing system is a plus
• Must have software installation and troubleshooting experience
• Use/knowledge Microsoft Office Applications
• Use/knowledge of Active Directory
• Use/knowledge Network and Internet Applications and Protocols
• Ability to handle fast paced high pressure environment required
• Strong ethics and professionalism
• Prior federal & government industry experience

Medicaid Provider Help Desk Resume Examples & Samples

• High School Diploma or equivalent; may hold 2 year post-high school Degree; may hold Bachelor’s degree
• Typically, 1-2 years of working experience in related fields
• Must be able to work Monday – Friday, 8am-5pm
• Must have Customer Service or Call Center experience
• Ability to demonstrate good oral, written and telephone communication skills
• Ability to build and maintain relationships with customers, peers and support partners
• Prior office or clerical experience
• Ability to access and retrieve information using a PC and basic understanding of Microsoft Office products
• Ability to follow procedural guidelines
• Ability to work on assignments with limited instructions from leadership

Help Desk Sca Resume Examples & Samples

• 3+ years of experience with Windows XP and 7, MS Office 2003/2010
• Requires ITILv3 Foundations and HDI Customer Service Representative certifications
• Must be able to pass NACI background check
• Desired experience with Gmail, iPhone and Android mobile devices in a corporate environment

Tier Help Desk Resume Examples & Samples

• A high school or equivalent diploma is required
• One or more years of experience in a related position (help desk, IT support, technology-centric customer service) is required
• This position will be an hourly employee
• Hourly rate up to $15.38 an hour
• An Associate or higher degree in technology support is preferred but not required and may be considered as a substitute for work experience

Psc Site Technician / IT Help Desk Resume Examples & Samples

• Imaging/maintenance of ePEN workstations by adding them to NCSP domain, adding print functionality, and troubleshooting hardware issues
• Imaging/maintenance of Admin workstations by adding them to NCSP domain, adding print functionality, troubleshooting hardware issues, installing software and configuring IP addresses
• Administrative trouble reporting through Service Center 6.1 by opening and closing tickets
• Assist PEDCS Workstation and network team as needed
• Assist in ePS Scanning Operations (if applicable for site)
• Design, setup, and teardown scoring areas, cubicles, conference rooms and computers
• Prepare materials for scoring including, but not limited to, material tracking, hardware inventory, organization, and movement prior to and following scoring project
• Maintain and control warehouse and work area in an orderly and safe manner in accordance with established procedures
• Maintain shipping logs, handle receipt and shipment of materials and assets in and out of the center through established procedures
• One-year certificate from college or technical school preferred or equivalent technical/computer experience in a business environment
• Familiarity with Windows XP operating system and basic understanding of Network TCP/IP
• Communication, organization, inventory control, teamwork, and customer service skills required
• Ability to collect facility requirements from scoring directors and implement scoring floor design and pc set up for all projects
• Ability to read, interpret and process documents and write routine reports
• Must have pc knowledge and troubleshooting experience
• Proven ability to work as a member of a team, working overtime and off shifts as required
• Attention to detail and accuracy required
• Must have ability to lift objects weighing over 50 lbs., stand for long periods of time, and push carts loaded with materials, which could weigh up to 650 lbs

Help Desk Associate Hours Per Week Resume Examples & Samples

• **PART-TIME 20 Hours per week position with rotating schedule. MUST BE FLEXIBLE**** Working Monday to Friday from 2:00 p.m. to 6:00 p.m. College Students Welcome!!!!!!
• Provide support for software applications including RetailNet POS, MS Outlook, VPN, and Open Office
• Diagnose and resolve issues with network and system vendors or independently using remote access tools
• Provide support for ongoing projects and hardware/software rollouts
• Graduate of Technical Support/Help Desk related training or equivalent experience
• Proficiency with Help Desk Software and Point of Sale Software
• Networking experience including LAN and RF/Wireless system troubleshooting and installation
• Component-level troubleshooting and system reimaging experience
• Knowledge of account management and Active Directory

Tier Ii Help Desk Engineer Resume Examples & Samples

• Adept at resolving technical issues
• Able to follow documented processes
• Microsoft Windows and Office, Active Directory, Outlook

Help Desk Internship Resume Examples & Samples

• Answering incoming help desk calls and logging tickets into the approved ticketing system
• Working with customers over the phone, through email, Instant Messaging and in person to identify solutions to technical problems
• Applying standard Windows images to computers, installing software and deploying to end users
• Other projects as defined by management

Help Desk Lead Resume Examples & Samples

• Researches, resolves, responds to, and documents end user inquiries; and escalates or reassigns issues and problems as needed to appropriate resource for resolution
• Troubleshoots operating system and LAN/WAN issues
• Provides remote support for phone, VOIP/voicemail, and PDA devices
• Sets up new Active Directory, email, network, and subscription accounts according to the Technology Services policies
• Sets up FTP/secure portal environments and data transfers between office locations
• Creates and manages email distribution lists as needed
• Oversees and coordinates the Help Desk provisioning/de-provisioning procedures
• Participates in Support Center oriented projects
• Assists Supervisor to ensure Support Center operations and coverage are successfully maintained
• Coordinates of team priorities, projects, tasks, and escalations per Manager’s direction
• Reviews ticket metrics reports and Support Center internal processes and procedures including delivering
• Extensively documents all communication and work in the help desk ticketing systems
• Oversees and coordinates all other Service Requests within responsibility of Service Desk team
• Acts as point of contact for escalated issues or urgent requests
• Mentors other team members
• Associate’s degree or equivalent required, Bachelor’s degree preferred
• Minimum of 3 years of experience providing support in a technical support environment
• Minimum 2 years of leadership experience providing mentoring to technical team members
• Experience leading multi-tier IT support teams
• Experience using automated helpdesk ticketing systems
• Experience administering Help Desk ticketing system preferred
• Metrics and reporting experience
• Experience troubleshooting Windows desktop environment (networking, OS, Microsoft Office suite, PC hardware, printers)
• Able to convey technical issues and material to non-technical people
• Ability to work in a team oriented/collaborative environment
• Ability to multitask and prioritize workload and adapt to new processes and procedures in a fast paced environment
• Very detail-oriented and the ability to follow process
• SharePoint experience – functional and technical support
• Ability to travel for national project support
• Provide support for corporate and franchise stores’ network issues, installation, POS hardware, office equipment, and peripherals
• Track all communication and work using an incident management system
• Manage outstanding open incidents in order to meet service agreements
• Maintain inventory and asset information
• Perform other projects or duties as needed
• 1+ years general retail experience
• Proficiency in DOS, UNIX/LINUX, PC computer hardware and peripherals, Windows XP, and Networking
• POS systems and software experience a plus
• Strong communication, multitasking, and customer service skills
• Ability to work on call, nights, and weekends on a rotating schedule

Help Desk Representative Resume Examples & Samples

• Responding to customer help requests by phone and email
• Assessing needs of customers in a timely manner and providing solutions to technical problems
• Proactively identifying problems and being able to assess when a situation should be escalated
• Participating in team problem-solving
• Creating and maintaining detailed ticket logs to document end user interactions
• Assisting with product documentation updates
• Occasional work on weekends as an on-call contact
• Customer Service and Technical Experience
• Quick learners
• Dedication to customer service including responsiveness and timeliness in completing tasks; and problem solving skills, organizational skills, and the ability to exercise sound judgment
• Attention to accuracy and detail
• Ability to manage high volume incoming calls
• Punctual and stays on-task

Senior Help Desk Supp Specialist Resume Examples & Samples

• Accountable for clearing the GCCS Operations Support inbox, where the majority of the ad-hoc requests arrive
• Support technology projects, including application testing pre and post deployment
• Works closely with the Call Center Managers, effectively communicating the day's events, troubleshooting efforts, and ticket statuses
• Minimum of 1 year in a call center environment
• Familiarity with Microsoft Office and Excel is strongly recommended
• Requires accuracy and attention to detail
• Solid PC skills in a Windows environment

Direct Hire Help Desk Tech Resume Examples & Samples

• Receive requests via telephone, voicemail, e-mail, or in-person from Firm employees and/or clients for computer technical assistance
• Provide technical support for a variety of client/server applications including, but not limited to, MS Windows 7, MS Office 2010, Citrix/Xen, SCCM Remote Tool, iManage, InterAction, departmental applications
• Provide general problem solving and assistance on diverse software applications, and computer hardware systems
• Collect and log detailed information to categorize requests in order to determine method of resolution
• Communicate status of problem resolution to users ensuring satisfactory outcome
• Provide support for VOIP phones, copiers and scanners, printer and printing and other office equipment and technologies
• High school diploma or equivalent and two or more years concentrated Help Desk experience preferably in a law firm environment; or equivalent combination of education and experience
• Computer proficient with advanced experience and technical knowledge of Document Management (iManage, DocsOpen), Contact Management (InterAction, Outlook), and Word Processing (Microsoft Word, WordPerfect) Accounting/Payroll (CMS/ADP), Database (Access, SQL), Project Management, Presentation (PowerPoint), Spreadsheet (Excel), and Human Resources (PeopleSoft), as well as proficiency working with all Microsoft Office applications
• A+ Certification desired
• Ability to provide technical support and information to a diverse group of users having different levels of computer expertise including attorneys, support staff, and clients
• Efficient & accurate in documenting incidents/problems into the ticketing system within specified SLA's
• Proficient with communication and documentation
• Ability to develop working relationships with the Brooks Brothers Associates that this individual provides support to
• One – Two years of Help Desk Experience preferred
• Ability to multitask in a fast paced environment meeting Service Level Agreement Standards

Senior Analyst, Help Desk Resume Examples & Samples

• Responds to the more complex problems escalated by the Help Desk staff pertaining to all application hardware and software products supported by the IT area
• Provides technical guidance and consults with vendors and other systems support units to identify and resolve complex client problems
• Alerts clients and team members when a major problem is suspected
• Performs recovery testing to confirm availability of systems where outages have occurred
• Documents and tracks status of client inquiries, coordinates appropriate response and follows up to ensure client satisfaction
• Participates in the analysis of client identified issues or problems which may require changes to department procedures, standards or systems
• Evaluates effectiveness of new utilities and tools
• Assists in the training of less experienced staff

Enterprise Help Desk Lead Resume Examples & Samples

• Answers incoming calls from information systems users as needed to assist Enterprise Help Desk (EHD) analysts with call volume and act as a resource. 40%
• Ensures quality customer service is provided at all times and refers more complex user problems to appropriate second- or third-level support groups for follow-up and resolution. 20%
• Monitors daily work flow during assigned shift and delegates tasks as necessary to ensure completion within established service level agreements. 20%
• Provides continuous on-call support for critical user problems. 15%
• Provides input to Enterprise Help Desk (EHD) supervisors and manager for improvements in departmental processes and procedures. 5%
• Help desk or customer support environment supporting various hardware, software and personal computer tools 3 years
• Lead or supervisory experience 2 years
• Networks and operating systems 2 years
• Utilizing problem management and knowledge base tools 2 years
• Technical training 1 year
• Strong attention to detail Core Competencies Customer Focus
• Delivers legendary service that meets and exceeds all customers' expectations

Client Representative Help Desk, Escalation Resume Examples & Samples

• In the Help Desk / Escalation role you will be a single point of contact (SPOC) between internal and external groups, managing incidents, service requests and communicating with customers and suppliers
• Performs service & process audits and post mortems with recommendations for improvements
• Responsible for loading/assigning customer provisioning orders to technicians based on critical dates
• Manage tickets/orders until completion/closure; escalating to support manager when required
• Coordinate customer approved Changes (Changed Management)
• Workload queue & prioritization management
• Actively prioritize problems with internal/external suppliers and service partners to ensure outage time is minimized
• Coordinate the isolation of common failures and drive timely re-establishment across teams
• Demonstrate Business Ethics and Corporate Values at all times
• Ability to work under pressure and within tight timelines and new situations
• Very strong time management skills with the ability to multi-task
• Strong negotiation, conflict resolution and relationship building skills
• Ability to work as a team and in partnership with different departments
• Knowledge of Networking
• Focus on quality and resolution, prioritizing the client experience
• Bilingual writing and speaking (French/English)
• Knowledge of internetworking LAN/MAN/WAN
• Knowledge of IP products and services (IPVPN, MPLS)
• Knowledge of Legacy- Broadband products and services (T1, ATM, OE, NGCE)
• Knowledge of vendor product (Cisco, Juniper, Nortel and Alcatel)

Help Desk Engineer for Bloomberg Philanthropies Resume Examples & Samples

• Diagnose and troubleshoot desktop problems
• Diagnose and troubleshoot Windows 7/8/10 problems
• Diagnose and troubleshoot MS Office 2010/2013 software problems
• Consulting and instructing users on hardware and software questions/issues
• Install, maintain, and upgrade equipment and its associated infrastructure
• Runs diagnostic tests to isolate system problems and make recommendations for potential solutions
• Experience with enterprise-wide rollouts of new operating systems and software
• Responds to telephone calls, email, and dispatched requests for technical support
• Install, configure, and maintain PC, peripherals (local and network printers, scanners), and other end-user equipment such as Blackberries, phones, cell phones, PDAs, iPhones, and iPads
• Implement, configure, upgrade, patch, troubleshoot and resolve problems with supported services
• Responsible for the monitoring and tuning system performance, maintaining service documentation, and performing security patching
• Assist senior level staff members with advanced maintenance and troubleshooting activities
• Support and participate in new projects as assigned; seek continuous service improvement
• Provide documentation for service team, end user, and Tier I support
• Perform moderate to complex system administration tasks across supported technology areas
• Backup the Senior Desktop Engineer for imaging and deployments
• Six (6) years of IT knowledge and demonstrated hands-on experience and/or training in desktop engineering and administration (Windows 7)
• Experience packaging desktop applications for remote distribution using enterprise tool (i.e. SCCM, WSUS, LANRev, etc.)
• Experience providing Tier 2/3 support to desktop support technicians
• ITIL Ticket Management System; SysAid a plus
• Mobile Device Management
• Active Directory Management (ADM)
• Public Key Infrastructure
• Experience with Mac hardware
• Scripting ability a plus
• Antivirus client management (ESET and/or Symantic)
• N+ Certification
• Project+ Certification
• Macintosh Integration Certification
• ITIL foundations certification or ability to obtain certification within 3 months desired
• Please note that this is a separate entity than Bloomberg LP. You will be working out of the Bloomberg Foundation office located at 25 E 78th Street (Madison Avenue)

Help Desk Level Resume Examples & Samples

• Strong understanding of Microsoft Office Suite (excel, word, power point, visio, and access)
• Strong troubleshooting and critical thinking skills
• Basic knowledge of computer hardware (Windows XP, Vista, Windows 7)
• Ability to communicate complex topics to Clients
• Basic knowledge of troubleshooting various browser versions (IE, Chrome, Firefox, Safari)
• Ability to demonstrate proficiency in Commercial Cards Online Tools (CitiManager, GCMS, CCMS, CCRS)
• Experience working with Internet Explorer Safari, Google Chrome, and Firefox

Help Desk Resume Examples & Samples

• Bachelor’s degree with 2 + years’ experience in an support position, or, equivalent education and experience
• All aspects of Active Directory user administration - account creation, provisioning, file permissions, and account deactivation
• Experience with the installation/configuration of desktop / laptop hardware and peripheral devices, with experience in using imaging and cloning software
• Experience supporting Windows and Mac OS, and, Microsoft Office suite
• Strong analytical, communication (verbal and written), and people skills
• Ability to work independently as well as with a team
• Experience with a ticketing / incident tracking system
• Experience managing/troubleshooting mobile devices, such as iPhones, Android smart phones, and tablets
• Experience maintaining Inventory of laptops, desktops, and mobile devices
• MCP, CompTIA, A+ or equivalent certification
• Experience with authoring user documentation (user guides, etc.) and, training

Client Representative Help Desk Escalation Resume Examples & Samples

• As a key member of the Contract Management team, the incumbent will assist the contract manager in daily communications with various customers and with development of the group. In addition to drafting new contracts, the group regularly helps various departments and suppliers by providing both contractual clarification and reports
• Establish standard and customized contracts
• Obtain the appropriate approvals
• Identify and make the necessary corrections to ensure the contracts are accessible in the system
• Support and assist in the introduction of new contracts, contract addition(s)/amendment(s) and new practices and procedures relating to the Company's initiatives and orientation
• Provide support on all questions regarding the Network Provisioning team's contracts
• Provide training and coaching as needed
• Analyze work operations to improve performance and results
• Produce reports and provide information to other departments
• Assist the health and safety manager with organizing technicians’ profiles on various platforms
• Perform any other work associated with the accountabilities of the position in question
• Some knowledge of Network Planning and Engineering functions
• Strong team player who is able to work well with immediate and extended teams
• Self-motivated and excellent analytical and problem-solving skills
• Experienced and comfortable working with Bell SAP P50,
• Knowledge of Contract Management
• Fluent spoken and written in French and English
• Effective communication and presentation skills; written and oral
• Knowledge and experience with the P30 Portal, Net X and related Network Planning systems
• Advanced computer skills: Microsoft Office suite (Excel, PowerPoint, Word, etc.)
• Ability to collaborate with level 1 and level ii on various projects and daily tasks
• Ability to develop working relationships with the brooks brothers associates that this individual provides support to
• Ability to work the hours of 2:00 Pm to 11:00 PM
• Ability to work temporarily for 6 months

Analyst Risk Origins Help Desk Resume Examples & Samples

• Respond to user inquiries regarding the application (e.g. navigation, “how to”, definition of drop-down values, mandatory fields, differences between RO and the current MSWord Credit Application, differences between RO and the current credit authorization system “CARDS”), instructions on where to find guidance)
• Redirecting inquiries or issues to applicable Subject Matter Experts
• Log queries using Service Now
• Escalate issues through the proper channels (e.g. Operational Support and Technical Support) as applicable
• Track status of query and issue resolution
• Knowledge of risk management policies, procedures, tools, and audit disciplines
• Experience in a helpdesk where a new software platform was implement is an asset

Senior Manager Risk Origins Help Desk Resume Examples & Samples

• Risk Origins Help Desk team (three analysts and the Asia Pacific manager)
• Manage the team that is tasked with responding to user inquiries regarding the administration system for approval and archiving of non-retail credit requests during transition from existing platforms and processes and on an ongoing basis after the transition period
• Define and maintain Service Level Agreements for help desk support
• Define and monitor help desk key performance indicators
• Ensure, through formal training and on-going coaching, that help desk staff are equipped to respond to questions covering topics such as
• “how to” of navigation within the tool
• Policy and procedural requirements
• Instructions on where to find guidance
• Definition of drop-down values
• Completion of mandatory fields
• Transitioning from the current MSWord Credit Presentation and credit administration system to the new administration system
• General trouble-shooting
• Reporting and Liaison
• Design, manage, and maintain help desk reporting, ensuring it is focused on information that will support strategic decision-making within Global Risk Management (GRM)
• Analyze queries and issues to identify themes and trends that indicate process improvements, guidance changes, or policy amendments are required
• Suggest potential solutions and, working with relevant units, design and implement required process improvements, guidance changes, or policy amendments
• Service Now application
• Manage the underlying call management application to ensure it provides relevant information on the level of understanding resident in the user community
• Maintain the relevance of mandatory fields and recommend the addition or removal of fields as priorities change (including to reflect the stages of the launch of the new tool)
• Ensure efficiency and effectiveness of the tool are maintained by working with Service Now developers on an ongoing basis to adapt the on-line user interface and call-management interface as volumes and priorities evolve
• Knowledge of the Bank's existing risk management policies, procedures, tools, and audit disciplines, and the GRM website
• A broad knowledge of the business conducted by the Bank and its units globally
• Good communication and organizational skills are necessary
• Must be able to operate effectively in a fast-paced environment with tight time frames
• Must have computer skills and possess a knowledge of computer; programs(Word/Excel/Power Point) in order to effectively perform his/her daily duties
• Must be able to work collaboratively with team members to ensure that the team’s objectives are met
• This requires a high degree of flexibility as work may need to be re-prioritized based on business flows and client needs

Associate, Help Desk-nab Wealth Resume Examples & Samples

• Providing 1st and 2nd level XPLAN support via phone, email, remote desktop and chat methods
• Take ownership of in-bound queries and follow through to resolution, escalating when necessary whilst adhering to Service Level Agreements
• Participate in ongoing resolution processes and educate stakeholders throughout
• Collaborate with coaching teams to facilitate and deliver consistent and professional customer experiences
• Provide support for all the firm's software and hardware including printers/peripherals
• Answer all calls to Help Desk and log all phone requests into Trackit Help Desk system
• Monitor Help Desk email account and Trackit ticketing system for new tickets, create new tickets when needed
• Attempt resolution of all tickets, perform basic troubleshooting including computer hardware, software, printers, phones, peripherals, and escalate tickets you are unable to handle to appropriate person
• Provision, troubleshoot, delete and wipe all firm connected PDAs including Blackberry, iPhone and Windows smart phones when necessary
• At least five years of help desk experience in a law firm
• Excellent service skills – this will be 75% phone, 25% deskside support
• Great organization and management skills

IT Help Desk Representative Resume Examples & Samples

• 3+ years of experience in help desk or technical support roles
• Network/Desktop troubleshooting experience with: Re-Imaging Desktops, Windows XP/7 Operating Systems, Windows 2000/2003/2008 Server operating system
• Service-oriented
• Comfortable working in a fast-paced environment
• Operates an 800 dial-in service at a workstation equipped with a Problem/Change Management terminal
• Calmly talks callers through a scripted question plan in an effort to accurately diagnose the problem being reported
• Monitor, track, communicate, and ultimately resolve all issues
• Escalates outstanding problems to the appropriate IT resource for resolution
• Keeps the Manager of Retail Support Desk aware of unusual Chronic or critical problems
• Provide rotating after hours, weekend, and holiday support
• Work shift would be either 1:30pm-10pm or 4:30pm-1am
• High School graduate, college degree desirable
• Technical understanding and working knowledge of Microsoft Windows, Microsoft Outlook and Office 2007 Software
• Working knowledge of PC hardware and retail experience at the store level
• Strong written, verbal, interpersonal and communication skills
• Must be detail-oriented and a team player
• Must be willing and available to work off hours and holidays during which company business is conducted

Supv Enterprise Help Desk, Global Technology Resume Examples & Samples

• Leads incident management tracking, trending and adherence to established service level agreements. Monitors daily work flow, including staffing, delegation and reporting on identified metrics
• Monitors incoming and outgoing telephone calls, documents user problems, and maintains service level agreements with user business units/departments
• Recommends training and provides feedback and coaching to partners
• Lead or supervisory experience (4 years)
• Use of incident management, problem management and knowledge base tools (4 years)
• Networks and operating systems (2 years)
• Technical training

End User Services Help Desk Resume Examples & Samples

• Coverage for two sites (New York City and Totowa, NJ) – candidate must have the ability to work from either site as required. Typically 4 days in NYC; 1 day in NJ per week
• Resolve incidents during end user call via both verbal and remote desktop interaction
• Dispatch Desk Side support if the incident cannot be resolved during the Help Desk call
• Provide a presence on the trading floor to enhance the response and resolution time of incidents
• Responsible for Market Data systems and administration
• Provide video conferencing support
• Provide on/off site support for multi-media presentations
• Have a strong technical background with solid history of delivering outstanding customer service. With a genuine commitment to quality and customer satisfaction
• Capable in being a liaison with strong communication skills proven by effective interaction with management, users, team members and vendors
• Strong skillset is required in Microsoft Windows platform (Windows 7, Office 2010), Blackberry Enterprise, basic networking concepts and mobile devices
• Strong background in troubleshooting both simple and complex problems, critical thinking skills

Help Desk Engineer Resume Examples & Samples

• Troubleshoot and resolve technical issues related to desktop laptops, printers, mobile, Exchange, MAC OSX, PCs, general software/hardware installation and a variety of in-house applications on a ticketing system
• Provide L1 and L2 technical support and ensure ticketing/tracking support systems are up to date
• Responds to telephone calls, email and personnel requests for technical support within required service level time frame
• Provides club opening and field based IT support for a high volume roll out plan
• Identifies, researches, documents, and resolves technical problems based on the predetermined process and guidelines
• Ensures processes and standards to maintain Equinox IT systems are followed for club openings
• Assist with various projects assigned to the Help Desk team
• Bachelor’s degree in Computer Science, Technology Systems Engineering or a related field preferred
• Help Desk/Service Desk experience in IT support, with a broad background in a variety of roles such as a help desk engineer & technician
• Ability to provide on-call rotational coverage as required
• Strong support experience with industry-standard IT best-practices, concepts and procedures for end user clients
• Strong communication skills with the ability to work with end users on a continual basis
• Demonstrated expertise in IT support in retail or field-based environments a plus
• Experience in the Retail, Hospitality, or Consumer goods industries a big plus
• Treat unusual and complex situations
• Elaborate documents following the analysis of repetitive situations
• Conduct quality audits as per set standards
• Knowledge of Telecommunication Facilities
• Ability to interpret Legal Documentation and Agreements
• Ability to interpret survey plans
• Strong inter-personal skills
• Ability to communicate effectively with internal/external clients
• Team player with a strong desire to learn and contribute to team success
• Ability to deal with ambiguity
• Ability to guide and coach internal/external clients
• Ability to demonstrate empathy
• 3 year College Diploma or University Degree in Business/Real Estate or equivalent Real Estate work experience will be considered
• Familiar with Real Estate terminology
• Familiar with Terranet and Land Registry Office procedures
• Ensures quality customer service is provided at all times and refers more complex user problems to appropriate second- or third-level support groups for follow-up and resolution
• Monitors daily work flow of the Service Desk team during assigned shift and delegates tasks as necessary to ensure completion within established service level agreements
• Provides continuous on-call support for critical user problems
• Provides input to Enterprise Help Desk (EHD) supervisors and manager for improvements in departmental processes and procedures
• Provides regularly scheduled on-site supervision at the Service Desk during periods when a Supervisor or Manager is unavailable
• Help desk or customer support environment supporting various hardware, software and personal computer tools 2 years
• Lead or supervisory experience 1 year
• Utilizing problem management and knowledge base tools 1 year
• Extract data from numerous sources to create, update and produce reports for short and long term business requirements
• Expert knowledge of MS-Office tools (Word, Excel, Outlook and PowerPoint)
• Discrete, detail oriented and flexible
• Ability to manage multiple activities at a high level and dive into details when challenges arise
• Ability to prioritize workload and time accordingly to balance multiple requests and projects
• Willingness to manage own time, working extended hours when necessary to meet deliverable
• Bilingualism an asset (English and French)
• Provide first line of support to Customer Care Representatives for problem resolution , along with assisting in troubleshooting and resolving customer service inquiries quickly and accurately
• Serve as a point of escalation for calls requiring a high degree of expertise
• Triage inbound inquiries to appropriate departments for resolution
• Develop and maintain knowledge of current functions of the Contact Center including, processes and procedures
• Works to build and promote a team-based environment which delivers best-in-class service to our customers through phone, email, and chat contacts
• Aid in driving one-call resolution to internal and external customers
• Takes ownership of issues until the issue is resolved. Continues to follow up with the customer/agent providing them with updates as needed. If applicable, follow up with internal escalation
• Work effectively as part of a team to achieve individual, team and departmental objectives, including sharing knowledge and skills as appropriate
• Document cause, actions taken, and resources required to resolve customer issues
• Work closely with assigned supervisor to communicate any concerns/successes within his/her team
• Complete assigned projects accurately and in a timely manner
• Participate in team projects and meetings
• Other duties as required by our growing business needs
• Preferred1 year experience in a call center environment
• Proven ability to diffuse situations, utilize effective customer service skills, and bring the customer issue to closure while maintaining the highest level of service
• Ability to effectively communicate with multiple levels of management within the organization
• Strong organizational and time management skills; able to manage priorities and workflow
• Enjoys fast paced work environment and possesses a sense of urgency in performing tasks
• Must be able to maintain a very high level of confidentiality and professionalism in working with both new and existing staff
• Must have a passion to serve members and agents, to thrive in a high-intensity and high-volume environment, and to achieve the highest possible level of customer experience and satisfaction
• Basic knowledge of CRM, Incident ticket, and phone systems
• Experience using Internet, Network, and VPN
• Must be approachable, friendly, and easy to work with
• Remains calm and professional at all times
• Basic MS Office (Excel, Word, PowerPoint) skills
• Use of good judgment that aligns with department’s vision and goals
• 1+ year of experience in a Help Desk and/or Desktop Support role
• Previous experience with Workstation and Laptop hardware
• Working knowledge of Printers and Multi-Function Copiers
• Experience with Mobile device hardware
• Experience working for a large Law firm

Help Desk Techician Resume Examples & Samples

• Manage network security tools, e.g., firewall, anti-virus and intrusion detection systems
• Monitor network performance and optimize the network for optimal speed and availability
• Outgoing and enthusiastic personality
• Professional business demeanor

Associate Help Desk / Escalation Resume Examples & Samples

• Prepare business documents, communications and presentations for executives and the management team with clear key messaging
• Identify process and tool improvements through knowledge of business and resolution of complex situations
• Drive and be part of process improvements, be flexible in thought process to find solution, guide and coach others to contribute to outcome
• Expert knowledge and experience with MS-Office tools (Word, Excel, Outlook and PowerPoint)
• Positive attitude, dynamic, professional

Junior Help Desk Resume Examples & Samples

• Assists with the deployment of hardware and software to end users (including the installation, configuration and testing of more complex firm hardware)
• Assists with provisioning and deprovisioning processing, including setting up of hardware/software for new hires, and receiving hardware from separating employees
• Assists with (or coordinates) the repair of end user hardware and the reinstallation of software as necessary to resolve end user incidents
• Resolves incidents associated with firm-standard end user software and hardware, including mobile/hand-held technologies Identify sources and trends of technical problems to prevent future occurrences
• Under minimal supervision, provides after-hours service for escalated issues from the Service Desk or supervisor
• Performs asset management activities (procurement, receipt, inventory, tracking, distribution, etc) in accordance with firm policy and IT Service process
• Assists with off-site support for firm sponsored functions/meetings
• Performs asset management responsibilities as assigned by supervisor
• Assists with IT tasks related to office moves, buildouts and relocations
• Operates as “remote hands” for other IT functions, such as Telecommunications and Hosting
• Maintains a thorough understanding of IT Services’ organization and service offerings in order to identify how best to address end user technology needs and incidents
• Understands the Firm’s business and organization sufficiently to anticipate and resolve end user technology issues that affect productivity of Firm personnel

Help Desk Team Lead Resume Examples & Samples

• At least 1 year of help desk agent work
• At least 1 year knowledge/use of telephony systems. At least 1 year knowledge/use of Service Desk ticketing solutions
• Technical Writing ability required
• Experience with PeopleSoft HCM 9.1 or above

Help Desk Service Coordinator Resume Examples & Samples

• VoiP system
• Telephony routing and building
• Computing systems
• Cloud based technology
• MPLS systems
• Telecom building, routing, troubleshooting
• Excellent Professional Communication skills

Hunt & Fish Help Desk Resume Examples & Samples

• Enthusiastic with a willingness to learn, courteous, dependable, and possess excellent communication skills
• Customer Service and computer experience required
• Available to be scheduled up to 30 hours/week, 7 day of the week (including evening, weekends, and holidays)

Help Desk Associate Analyst Resume Examples & Samples

• Ticketing System
• Windows 7 & 10
• Office 365 Administration
• 4+ years of related IT experience with a High School Diploma or: 1+ year of experience with a Bachelor's Degree in Computer Science or Information Systems
• Previous experience in a Help Desk environment
• Knowledge and experience working with Microsoft desktop/laptop systems, Windows 7, Windows 8, Windows 10 and Microsoft Office Suite 2010 or higher
• Excellent experience in support and troubleshooting in a Help Desk Support environment
• Experience with first and second level support
• Bachelor’s Degree related to Computer Science or Information Systems with a minimum of
• 1+ year of work experience in related field
• Excellent experience in support and troubleshooting in a Help Desk Support environment. In addition a
• Strong analytical, verbal and written communication skills required for customer interaction, problem description and problem solving
• Ability to handle multiple assignments with changing priorities while still meeting deadlines
• Ability to learn new technologies as required for the job using documentation and other available resource

Global Help Desk Agent Resume Examples & Samples

• Previous help desk / customer support experience,
• Basic understanding of XML and HTML
• Ability to read through log files,
• Good knowledge of Microsoft Office Suite (Word, Excel),
• Good written and verbal communication skills in fluent English A Plus
• Experience with Hotel Property Management Systems
• Travel Related online booking experience with related sites such as Booking.com, Expedia , Orbitz etc
• On-site hotel experience
• Understanding of website tracking,
• Knowledge of Internet applications,
• Knowledge of the hotel IT-environment
• Document, track and monitor of all issues in ticketing system and documenting updates to tickets of progress and resolution in a timely manner
• Clearly and accurately escalates problems to technical services and development as needed providing analytical information to expedite resolution
• Maintains hardware and software equipment in Corporate Office including inventory management
• Availablility 1 weekend day/weekend (i.e. Saturday or Sunday)
• Associate’s degree and 2 years experience in related support area
• Good/Strong knowledge of Windows and Microsoft office
• Demonstrate strong interest in advancing technical skills
• 5-6 Performance Competencies
• Fostering Collaboration and Building Relationships
• Job Skills and Technical Knowledge
• Proactivity and Drive

Tier, Help Desk Engineer Resume Examples & Samples

• 3+ years of related working experience
• Ability to work and prioritize well in a fast-paced, dynamic atmosphere
• Proficient Microsoft Windows and Office, Active Directory, Outlook, etc

Systems Admin, Help Desk Resume Examples & Samples

• Maintaining the stability, functionality and performance of the Studio's desktop computer environment
• Desktop security, including anti-virus updates
• Image management and installation testing and configuration
• Data and configuration backup and restore
• Level 1 troubleshooting for desktop and production applications
• Patching network connections and digital telephones (from network switch to desktop)
• Configuring and troubleshooting user accounts and home directories for Linux, Mac and Windows
• Training users in the proper use of applications and peripherals
• Thorough record keeping and documentation as required
• Provides technical assistance and support to junior and senior members of the helpdesk teams that includes; service request, help desk I, and help desk II
• Manages problems related to multiple incidents and collaborates with teams within IT until resolved
• Documents, tracks, and monitors problems to ensure resolution in a timely manner
• Responsible for team communications oversight
• Work collaboratively and cooperatively with end users, Team Members and Management
• Provide oversight for company- wide provisioning/de-provisioning processing
• Collaborate with senior members to develop an ongoing approach to continual improvements for current processes and procedures
• Collaborate with teams to develop and improve current processes, procedures, and routing guidelines
• Conduct team meetings as needed to ensure the whole team is communicating during high user impacting situations
• Ensure after hours support to end users is handled appropriately
• Act as a career advisor for junior members and provide mentoring and coaching to all team members
• Provide support for all department objectives and projects and manages small projects within the team
• Ensure Support Center operations and coverage are successfully maintained
• Coordinates team priorities, projects, tasks, and escalations per Manager’s direction
• Responsible for ensuring the team meets key performance indicator targets
• Provide oversight and adherence to Security Audits for the Help Desk team
• Participate in assignments, projects and tasks relevant to team work product
• Oversees and coordinates all other Service Requests within responsibility of Service Request team
• Acts as point of contact for escalated issues or urgent requests from senior members
• Associate’s degree or equivalent work experience required, Bachelor’s degree preferred
• Present a professional appearance and exhibit excellent interpersonal, written, and verbal communication with internal and external clients
• Ability to demonstrate core competencies of communication, leadership, ability to drive change and problem analysis
• Proven pattern of success or achievements in a fast paced business environment
• Experience using and administering Help Desk ticketing system
• Ability to build rapport with and elicit problem details from help desk customers
• Clear understanding of all client expectations and ability to execute at the highest level

Help Desk Representative, Weekday Night Shift Resume Examples & Samples

• Support installation of equipment in corporate and store locations including New Hire setup, Video Conference coordination, and in store office equipment
• Complies with the Brooks Brothers Project Life Cycle and PCI/Security Standards
• Availablility weeknights- Monday-Friday 5pm-10pm (25 hours)
• Strong customer service and phone personality

Help Desk Representative, Weekend Day Shift Resume Examples & Samples

• Write basic batch files and create “user friendly” technical documentation and formulate processes
• Availablility to work Weekend Day shifts- Saturday 12pm-8pm and Sunday 12pm-7pm (15 hours)
• Availablility the 1st month during day shifts Monday-Friday 9am-5pm for orientation and training
• Ability to troubleshoot in store system hardware/software including in store printer, cash drawer and scanners

Help Desk Professional Resume Examples & Samples

• First line of support for approximately 190 users (60% local)
• Provide exceptional customer service via telephone, email, and in person
• Learn fundamental operations of commonly used software, hardware and other equipment
• Find answers to all questions addressed to them
• New computer installation, imaging, and maintenance of existing computers
• Follow infrastructure policies and procedures
• Other projects as assigned by management
• Cover 8:00am to 5:00pm shift
• Cover 24/7 on-call on monthly rotation (approximately every 4 months)
• Strong problem solving and research skills
• In depth knowledge of Microsoft Windows / Office
• 2 + years IT experience at a college help desk or for a small business
• Apple iMac, Mac mini, MacPro, MacBook and MacBook Pro
• HP zSeries workstations
• HP and Xerox printers, scanners, faxes
• Operating system installation and configuration
• Windows 7; Windows server experience is a plus
• Process oriented, but flexible around business needs

Junior Epmp Help Desk Resume Examples & Samples

• TSA clearance highly desired in order to expedite on-boarding
• BA/BS Degree from an accredited college or university in a related field
• U.S. citizenship may be required
• Ability to work in the United States indefinitely required

Technical Help Desk Lead Resume Examples & Samples

• Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers
• Train, coach and mentor Service Desk Specialists (Level 1 / 2/ 3) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers
• Provide data and reporting of KPI’s and trends to IT department and other stakeholders in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone and ticket tracking queues (participating in escalated calls as needed)
• Create and maintain Standard Operation Procedures (SOP) repository and ensure these job aids are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation
• Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility. Review survey feedback to improve services, tools and support experience
• Participate in Release Planning activities in order to proactively identify, manage and schedule help desk staff training needs and SOP development
• Provide technical assistance and support over the phone for incoming queries and issues related to Point-of-Sale related computer systems, software, and hardware
• Keep records of all conversations in a call center database in a detailed manner
• Troubleshoot basic network topologies and wireless infrastructures
• Escalate outstanding problems to the appropriate IT resource for resolution
• Maintain frequent communication with Supervisors to ensure they are aware of any unusual chronic or critical problems
• Diagnose and perform minor repairs to Point-of-Sale equipment
• Stage and configure software for register and backoffice PC’s
• Produce daily & monthly reports for sales polling, inventory, traffic counter, and other Help Desk related issues
• Must be willing and available to work off-hours and holidays during which company business is conducted
• Fluent in English and Spanish preferred
• Knowledge of PC and networking hardware
• Customer service and retail store experience preferred
• Technical understanding and working knowledge of Windows operation systems and MS Office
• Candidate must detail-oriented and possess strong written, verbal, inter-personal and communication skills
• The ability to multi-task and perform in a team environment is a must
• Knowledge of MS Outlook, DameWare, Xcellenet, and SAP-based POS platforms is a plus

Remote Project Based Application Help Desk Representative Resume Examples & Samples

• Ability to connect with students on calls
• Openness to feedback
• Ability to actively listen for long periods of time
• Ability to establish rapport and overcome potential objections
• Meeting daily and weekly call/email goals
• Having a full understanding of the University of California application as well as the UC Admissions Website and utilizing those while assisting students
• 2016 PeakSeasonal Hours
• Peak Season hours – 8-10pm (Nov 2- Nov 30)
• Minimum of 1 year or more customer service experience
• Knowledge of the Microsoft Office Suite (especially Outlook) and the internet
• Ability to pass assessment testing
• H.S Diploma or GED
• Be at least 18 years of age
• Must pass a criminal background check and drug screen
• The available for a shift during the hours of operation are between 6:00am to 8:00pm including Saturday
• For this remote position you must be able to meet remote requirements. Can you meet these requirements?
• Minimum of two (2) years’ experience in a Help Desk or Call Center environment
• Ability to effectively lead a team, including professional development of employees
• Experience developing process and procedures for end-user instructional use
• 2 Years’ experience creating, documenting, and analyzing call tracking systems and large-scale call center reports
• Logical reasoning and ability to solve problems
• Good typing skills and excellent verbal, written and communication skills
• Quick learner with exceptional customer service skills
• Experience with PeopleSoft, TrackIT or HEAT help desk software preferred
• Experience with ACD phone systems, preferably Avaya or Genesis. Advanced skills in Microsoft Office 2000, 2003, XP, 2007, Excel, Access, Crystal Reports, and MS Exchange
• 2 years’ experience in providing technical support to end users in a Technology environment
• Experience with system administration, printer configuration, (PC) computer and email configuration/setup
• Some experience working with web page (HTML) preferred

Finpro Help Desk Consultant Resume Examples & Samples

• Experience with PeopleSoft, Cognos, Concur and/or SciQuest (CU Marketplace)
• Experience with Cherwell or other incident management tool
• Experience in adult education, training techniques, and approaches
• Experience in a customer service role (e.g. inbound help desk/call center)

Help Desk Group Manager Resume Examples & Samples

• Manages the day-to-day operation and help desk staff of multiple groups. Develops and schedules appropriate level of support
• Provides management guidance by directing, motivating, and developing staff
• Champions the maximization of individual contribution, professional growth, and the ability to function effectively within a team
• ITIL Service Management Foundation certification
• At least 10 years experience with tools and techniques for maintaining an environment where all understand, and are committed to, providing excellent service to internal and external customers
• At least 6 years experience with management approaches, tools, and techniques for gaining the cooperation and support of others
• At least 6 years experience with providing effective and efficient real-time support for a variety of desk-top and IT Operations technology users
• IT incident management
• Training process management
• Technical troubleshooting
• IT service level agreements
• IT Monitoring and Automation Technologies

Help Desk Coord Assoc Resume Examples & Samples

• Develop troubleshooting skills and learn to use available diagnostic tools and resources. Able to demonstrate basic understanding of different types of information when presenting to the next stage of escalation, severity levels, and escalation procedures to adequately process incoming calls
• Requires basic understanding and some knowledge of PC/LAN and network or ATM technologies. Requires basic knowledge of all of the Bank's Data Processing equipment/infrastructure
• Position also requires good communication skills, excellent customer service, judgment and ability to work effectively with clients and other technical staff
• ATM network preferred experience includes basic working knowledge or comparable experience level in Gasper Software, Base 24 prod/DCT/Tlf, MS windows, MS office, Lotus Notes
• The ability to navigate through a PC and be proficient in typing
• Ability to work the morning shift 8:00am to 5:00pm Monday through Friday and on occasion cover vacation time off from other shifts (9:30am-6:30pm and 10:30am to 7:30pm)

Analyst IT Help Desk Resume Examples & Samples

• 1+ years experience working with mortgage software programs preferred, with experience in Encompass mortgage software preferred
• Must demonstrate a strong dedication to quality customer service
• Must demonstrate excellent communication skills (verbal and written) with the ability to communicate effectively via documentation, telephone and e-mail with customers, peers, management and vendors
• Must demonstrate problem solving skills and strong decision making skills
• Must have excellent time management skills and the ability to organize work in an efficient manner
• Ability to work well under time constraints/deadlines is required
• Must have a proven ability to work in a team oriented environment
• Excellent Customer Service Skills required
• Willingness and ability to learn additional technical skills as required
• Must be proficient with Windows NT or XP and Microsoft Suite Applications

Help Desk Admin Resume Examples & Samples

• 5 – 3 years of experience working in a helpdesk role. Experience working off a helpdesk ticketing system and ACD phone environment
• Experience with working in a global team (experience with working with Australia, China, Japan and Korea are a plus but not required)
• Excellent communication skills and ability to work with all levels of employees
• A proven track record for ensuring user needs is met in a timely fashion
• Hardware knowledge and the ability to troubleshoot Lenovo laptops, Macs, printers, scanners, basic networking and servers
• Excellent troubleshooting skills with an intermediate to advanced level of knowledge in Windows 7, Mac OS(Mavericks & below), Ubuntu, MS Office Suite 2010/2016, Exchange Messaging, iOS, Android, VPN, wireless, Antivirus, Spyware, and file and print services
• Experience with using remote support technologies like Webex, Bomgar, etc
• Conceptual understanding of TCP/IP, OSI model, cluster technologies, RAID, SAN, 802.1x,WiFi, Avaya phone system
• Experience with shipping and management of IT assets in the Asia Pacific Region
• Candidates must be customer service oriented
• Possess strong interpersonal and communication skills (verbal and written)
• Process-oriented and be able to follow existing procedures and provide feedback for process refinement
• Demonstrate enthusiasm and a positive attitude toward challenges and customers
• Well organized and motivated individual who delivers assigned tasks on time while effectively multi-tasking under minimal supervision in an engaging environment
• Administers end-userworkstations and supports end-user activities remotely on a primarily Microsoft Windows-based local area network (LAN)
• Investigates userproblems and identifies their source; determines possible solutions; tests and implements solutions
• Installs, configures andmaintains personal computers, Windows networks, Apple workstations, file servers,
• Network cabling, and other related equipment, devices and systems; adds or upgrades and configures disk drives, printers and related equipment
• Performs and/oroversees software and application installation and upgrades
• Troubleshootsnetworks, systems and applications to identify and correct malfunctions and other operational difficulties
• Develops and conducts various training and instruction forsystem users on operating systems and other applications; assists users in maximizing use of networks and computing systems
• Maintains confidentialitywith regard to the information being processed, stored or accessed by the end-users on the network
• Degree in information technology or related field and 6-12 months of Help Desk experience or equivalent
• Ability to multitask and work within deadlines
• Basic knowledge of Active Directory, anti-virus applications, and Local Area Networks
• Abilityto communicate technical information to non-technical individuals
• Abilityto install, configure and maintain personal computers, networks and related hardware and software
• Knowledgeof computer and/or network security systems, applications, procedures and techniques
• Abilityto identify and resolve computer system malfunctions and operations problems
• Skillin organizing resources and establishing priorities
• Excellentverbal and written communication skills
• Abilityto learn and support new systems and applications
• Goal oriented, excellent organization and time managementskills

Pacer Help Desk Resume Examples & Samples

• Verbal and written communication skills​
• Serve as first-line PACER user support
• Analyze, isolate, and resolve technical CM/ECF issues for attorneys filing new documents
• Analyze and resolve application issues for CM/ECF attorneys and PACER users with browser and Adobe settings to allow use of the CM/ECF and PACER application
• Analyze and resolve proper processing of registrations placed in “hold” status
• Keep senior staff informed of potential application problems
• Provide general information to customers regarding PACER services available, telephone numbers, and individual account balances
• Provide routine account support by using prescribed procedures to add new accounts, add new courts to existing accounts, make address changes, and name changes
• May participate in decisions relating to how new methods and procedures can be applied to better serve the needs of the client
• Perform related work as assigned.​

Help Desk Lead, Fort Meade Resume Examples & Samples

• Will work with DISA customer to ensure the weekly and monthly reports provide the value desired consistently
• Provide Tiers I&II support to onsite and telework DoDCAF employees
• Support will include initial support and classification of all incidents or requests including ticket creation, management, escalation, and follow-up and technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
• Help Desk Lead will take a holistic approach to managing the DoDCAF’s Help Desk services
• Ensure Cisco Call Manager training for all HD personnel, ensuring that each administrator knows how to login & logout of the system every day
• Ensure that all HD personnel are properly trained on the operation & management of VMWare Horizon View, ensuring that all administrators can support remote customers
• Provide a documented and proven process for Tier 3/4 escalation support will significantly reduce customer wait times and dropped calls. Help Desk Lead will ensure that all tickets are captured within the DoDCAF’s SharePoint ticketing system and are tracked until resolution. Administrative Support for the DoDCAF. The administrator will also provide support as WHS Trusted Agent for support of SIPR Tokens
• Help Desk Lead will provide weekly and monthly status reports to DoDCAF Leadership
• 3+ years’ experience
• Active Security + or higher, IAT Level 1 certification
• Microsoft Certified Solutions Associate (MCSA)
• Windows 7 Certified
• Windows 10 Certified (to be obtained by 10/1/2016)
• Active directory, vSphere, VMware, Horizon View, Microsoft

IT Help Desk Team Lead Resume Examples & Samples

• The Team Leadership responsibilities include inspiring others, setting goals, holding people accountable, providing the escalation point for the team and the end-users of internal desktop applications, telephones, handheld email devices, printers and computer hardware
• Manage priorities and workloads for the team as well as frequently representing the IT Operations Manager in broader internal forums
• Carry out regular one to one meetings with the team, focusing on goal setting, performance and areas for improvement
• A significant amount of time will also be spent supporting end user – diagnosing complex technical issues
• Organize and prioritize workflow and meet established time frames
• Maintain an up-to-date knowledge of procedures, products and activities for the team

Technician, Help Desk Resume Examples & Samples

• Applies diagnostic techniques to identify problems, investigate causes, and recommend solutions
• Travel - 75%
• Recommends systems modifications to reduce user problems
• Creates knowledge base articles for use by IT professionals and customer base
• Responds to and diagnoses problems through using established procedures ensuring all actions taken are documented in the assigned ticket Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up step Provides support to end users on a variety of issues
• Resolves all tickets assigned and works them IAW the Agency's ticket handling process Documents, tracks, and monitors the problem to ensure a timely resolution
• Provides second-tier support to end users for all approved applications on the Agency's desktop Interact with network services, datacenter or business applications groups to restore service and/or identify and correct core problem
• Recommends systems modifications to reduce user problems Creates knowledge base articles for use by IT professionals and customer base
• Screens; refers and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems
• Installs; configures; and upgrades computer hardware and software
• Applies diagnostic techniques to identify problems; investigate causes; and recommend solutions
• Assists technical specialists; scientists; engineers; or more senior technicians by performing routine to moderately complex technical tasks such as set-up; assembly; and installation of components or equipment
• Conducts testing and troubleshooting and makes repairs as directed
• Gathers and maintains technical data such as test results; drawings; written notes; etc.; and prepares reports as requested
• Provide Technical Assistance (TA) reports for all support provided to DCGS-N FoS Help Desk Customers. Support program management integration, systems engineering, and testing to resolve system CASREP issues. This may include CONUS and OCONUS travel to both shore and ship sites to support urgent operational requirements
• Support DCGS-N FoS assessments to include shore and afloat sites to conduct Deploying Group Systems Integration Testing (DGSIT), Command, Control, Communications, Computers and Combat Systems Readiness Assessments (C5RA), Combat Systems Readiness Assessment (CSRA), and Inspection and Survey (INSURV) inspections
• 4+ years of experience with mission operations and elicitation of analytic needs in the intelligence arena
• Experience in concept definition for software information systems
• Familiarity with both Windows and Unix operating systems administration in a heterogeneous environment is also needed to succeed in this assignment
• Currently possess an active TS/SCI and must meet the requirements of DCID 6/4
• Intelligence, Surveillance and Reconnaissance or Distributed Common Ground Station background

Help Desk Service Center Manager South Korea Resume Examples & Samples

• BS degree in computer science, information technology, or another related field; or at least 24 semester hours in a combination of computer science or information technology, mathematics, probability, statistics, mathematical logic, science, operations, research, or subject-matter courses requiring substantial competence in college-level mathematics or statistics
• Ten (10) years or more managing a multi-work center IT support staff, 2 years of which must have been in the private sector within the last 10 years, supporting commercial companies on non-Governmental contract
• At least three (3) years of experience in managing, or working in, a customer-support Service Desk for an IT services contract
• Cost analysis experience
• Must possess one of the following at time of hire
• Master’s degree
• Top Secret/SCI security clearance
• Experience with O&M contracts
• Experience managing subcontracts / subcontractors
• Experience with international programs
• Experience supporting US Forces Korea (USFK) networks
• Some Korean language proficiency

ITD Help Desk Student Govt Intern Resume Examples & Samples

• Provide computer support, including setting up computers, printers and phones for Agency employees
• Respond to customer hardware/software questions with the highest degree of customer service and professionalism
• Monitor, track, escalate and communicate with IT Specialist, for IT open HelpDesk service tickets until issue resolution
• Perform basic level troubleshooting and assistance via phone or using remote tools
• Assist with various projects assigned to the HelpDesk team
• Strong attention to detail in logging support calls, updating call details and managing call closure
• Basic PC, networking and LAN technologies (PCs, servers, switches, routers, cabling, etc)
• Experience with Microsoft Office suite
• Utilizing excellent verbal and written communication skills to deliver quality customer service
• Problem solving and analytical skills
• Troubleshooting and diagnosing general network and PC issues
• Professionally respond to and answer customer IT questions and issues
• Maintain accurate documentation
• Communicate effectively with Agency Staff and customers
• Troubleshooting hardware failures
• Software issues
• Password Resets
• Successful candidates must possess excellent customer services skills including telephone, verbal and written skills
• Beneficial skills include experience with public sector customer care, BMC Remedy ITSM software and Cisco Unified Contact Center IPT system
• The successful candidate will be provided training on tasks, tools and procedures required

Help Desk Anst Prin Resume Examples & Samples

• 6-8 years working in a Service Desk environment
• 6-8 years’ experience of basic troubleshooting of Microsoft based products
• Security + (or obtain within 6 months of hire)

Help Desk Leads Resume Examples & Samples

• Ability to plan and coordinate scheduling activities involving support to systems, projects or tasks
• Ability to analyze interdependencies between related projects and coordinate appropriate resources
• Ability to develop process/procedural documentation for help desk operations
• Ability to perform business and administrative activities such as budgeting, manpower and resource planning, and financial reporting
• Ability to produce management plans, technical documents and presentation graphics
• Ability to organize, maintain and use project libraries as related to help desk resources
• Must be prepared for and be able to report to work and remain on site for extended periods of time during emergencies and drills
• Previous work experience supervising help desk activities/teams

Help Desk Specialists Resume Examples & Samples

• Ability to respond to and diagnose problems through discussion with users
• Ability to ensure a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps
• Ability to supervise operation of help desk and serves as focal point for customer concerns
• Willing to work shifts in support of 24x7 operations
• Ability to obtain a Top Secret/SSBI Clearance, clearable to TS/SCI
• Background in operations planning and management in a “real time” support environment
• Understanding of OPSEC requirements for the USAF
• CompTIA Security+ or other DoD 8570 certifications (A+, Network+ or Security+) as well as Computing Environment certification (CCNA, Win7, etc)
• Provide phone coverage for 30-40 calls a day, but not limited to that number
• Master PPG proprietary software
• Assist other help desk team members in resolving hardware and software customer issues as needed
• Respond to customer questions and, or, concerns regarding PPG or PPG vendor equipment policies
• Update internal records in an efficient, effective and timely fashion
• Build, and or, configure computers
• Physically possess the ability to lift up to 40 pounds
• Assist with special projects as assigned
• Assist in other department related tasks as needed

Help Desk Bench Technician Resume Examples & Samples

• Assemble, and or, configure computers
• Update internal documentation records, logs and tracking information
• Administer vendor claims against vendor warranties and manage to resolution for in-house customer computers and computers at customer field locations across the United States
• Assist in and, or, restocking benches in coordination with Logistics Warehouse coordinator
• Support Help Desk team in resolving hardware and software customer issues to include troubleshooting computer hardware and using BenchMark testing software
• Become familiar with client's software
• Participate in special projects and other tasks as assigned
• An Associate’s Degree in Business or Computer Science; OR equivalent work experience
• 1-2 years’ experience using Microsoft Office Suite of products, especially Excel and Word, working with Operating System platforms (including Windows 7, XP and Vista)
• Familiar with computers and basic computer terms
• The technician must be able to understand and document a client's needs
• Excellent ability to work with people, foster a team attitude and nurture customers
• Strong analytical and logic abilities
• Microsoft certifications and, or, A+ or Network + not required but a really strong plus
• Solid organizational and administrative skills
• Strong communicator both written and spoken
• Make sound and timely recommendations and enthusiastic to share new ideas
• Ability to work with moderate to no supervision
• Ability to lift 40 pounds and stand 90% of the day
• Steel toed shoes must be worn when engaged around the work-benches

Help Desk-technical Service Manager Resume Examples & Samples

• Oversee the incidents and problem requests, manages and coordinates urgent and complicated support issues
• Develop/implement/support agent quality assurance program with results reported
• Act as escalation point for all requests and incidents, develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization and determine root cause of issues and communicate appropriately
• Train, coach and mentor Service Desk Specialists (Level 1 / 2)
• Build /obtain (from other departments) training material for support staff., schedule employees working times and provide backup support and interact with end users
• Provide data and reporting of KPI’s and trends weekly, monthly and as needed
• Drive Ticket Deep Dive and develop strategies for improvement
• Monitor and manage phone queue (participating in escalated calls as needed)
• Oversee Solutions repository and ensure top quality solutions are available to the staff
• Develops Service and Business Level Agreements to set expectations and measure performance
• Develops an effective and workable framework for managing and improving customer IT support in the organization

Help Desk Operations Manager Resume Examples & Samples

• Bachelor’s degree required. (preferably Science, Business, Management or equivalent). Masters and any higher education is welcome
• Minimum 8 years experience managing people of varying skill levels and work experience
• Management of Customer Service, Inside Sales, and/or Training (preferred pharmaceutical industry, clinical trials, regulatory, or medical field experience)

Help Desk Anst Resume Examples & Samples

• Plan, design, configure, and maintain various IT systems and applications
• Work with internal and external organizations to support various customer user level requirements
• Resolve elevated end user support requests. Follow up with customer to ensure issue has been resolved
• Analyze business processes and develop system requirements
• Configure user access and permissions
• Monitor application status and work with vendors as needed for event resolution
• Provide technical assistance, training and system documentation
• Strong communication skills (oral and written)
• Working knowledge of various hardware platforms and software applications
• Clearance eligible
• Create and modify training documentation on various IT systems and applications
• Design test plans for newly developed software
• Work with internal and external organizations to support various customer user training requirements
• Customer engagement to ensure training requirements has been met
• Analyze business processes and develop training material as needed
• Perform multi-level testing for developmental to production releases
• Perform white box and black box testing as needed
• Competent technical skills

Manager, USC Help Desk Operations Resume Examples & Samples

• Ensure all support functions are performed and delivered effectively and consistently based on USC standards
• 5+ years of IT Management experience
• Call Center/Help Desk Management experience
• Experience leading projects and initiatives

IS Help Desk Resume Examples & Samples

• Attending telephone support requests from worldwide Trimble employees
• Gather customer’s information and determine the issue by elevating and analyzing symptoms
• Following standard process and procedures
• Fulfills ticket requests, completing the transaction, and forwarding the requests
• To make sure that any faults associated with desktop computers are remedied in the shortest time possible with the least disruption for the user. This includes system hardware problems, operating system problems, supported application configurations and basic network connectivity issues
• Ensure data integrity with regard to the fixed asset inventories related with I.T
• Follow up and make scheduled call backs with user where necessary
• Customer Service: demonstrate the ability to respond with a high degree of urgency to the needs & requests of others, internally and externally. Understand the impact of their work on others
• Personable and able to deal with a wide range of customers with different skill levels in a positive and friendly manner (strong communication skills)
• Actively listen to others and demonstrate understanding of other points of view
• Willingness and ability to adjust to changing conditions or priorities
• Take the initiative to identify and act on problems and lead by example. Consistently make decisions that resolve problems
• Must have demonstrated track record of excellent customer service delivery
• Must have the ability to work successfully with little supervision
• Update knowledge by participating educational opportunities
• Willing to work on shifts including a night shift
• Position requires use of a Headset / Microphones
• Proper phone etiquette
• Must be able to solve problems by exploring alternatives and selecting the appropriate solution
• Certification in windows / Mac / Linux is an added advantage
• Demonstrated working knowledge of hardware and networking basics
• Able to install, configure, troubleshoot and support Windows /Mac/ Linux clients
• Knowledge on electronic equipment, and computer hardware and software, including applications and programming
• High level of analytical thinking to solve problems with an understanding of technology as well as an ability to ask the right questions and apply solutions to business problems
• Does well with minimal “hands on” training and can pick up new skills quickly and can “take the ball and run with it”
• Ability to multi-task and can handle frequent interruptions
• Can consistently follow protocol and instructions
• Can work independently with little management direction
• Actively looking for ways to help people
• Setup and administer user accounts within various systems
• Learn various systems and applications and assist in the training of end users
• Analyze and document processes and procedures within the service desk
• Coordinate/attend meetings throughout onboarding cycle
• Research application monitoring, validate existing monitoring configurations against standards, and remediate gaps
• Identify L0 access requirements, submit access requests, and track provisioning status
• Submit requests for new monitors (where applicable) and test/verify implementation
• Create and monitor project plans as applications transition to steady state for L0 and CPS
• Research and verify data quality of all related documents and repositories (Lifeline, BEA, IDIP, RightAnswers)
• Involvement in developing and implementing service improvement opportunities
• Developing/supporting ongoing reports within the SMART application
• Utilize Microsoft tools such as Excel and MS Access to support analysis/research of data quality and process workflow improvements

Associate, Help Desk Resume Examples & Samples

• Provide external support for firm and/or external clients
• Provide client support for Discovery Radar, Relativity, Clearwell, Global Evidence Tracking System (GETS), MOVEit, Citrix, network connectivity issues and VPN
• Research reported issues, document issues, and coordinate Information Technology (IT) maintenance requests with clients
• Perform initial problem analysis and escalate problem(s) to the professional technical staff, as appropriate
• Monitor, escalate and provide reports on client activity through the designated ticket tracking software
• Participate in the preparation of procedure manuals, technical documentation, disaster recovery documentation, and end-user documents; create and maintain technical documentation as well as general documentation and guides
• One year of prior help desk, call center, or customer service experience
• Fundamental understanding of Information Technology including workstation and server software and hardware
• Excellent interpersonal skills with exceptional professional business communication skills, verbal and written
• Demonstrated ability to work effectively under stressful situations and help resolve client issues with effective communication
• Analytical research and problem solving skills

Help Desk, Prf Resume Examples & Samples

• Answer phone calls and chats for customer issues and request for IT services
• Actively monitor Service Desk call queue
• Record incident and request for services in the approved incident management system
• Ensure ticket quality (i.e., correct CI, Product, assignee and owner, etc.)
• Fully leverage available tools, processes and info (Service, Chat, knowledge articles, Helpful Links, tip sheets, quick ref, etc.)
• Ensure timely resolution of issues or escalates on behalf of customer to appropriate technical support team(s)
• Actively participate in Service Desk Chat
• Provide case status updates to management and customers
• Monitor and manage his/her ticket queue and document solutions using knowledge management articles and other approved resources
• Demonstrate a high degree of employee motivation and morale, departmental and interdepartmental cooperation
• Perform support for across current desktop environment including Windows XP, Windows 7, Outlook, MS Office 2016, password resets, desktop issues, VPN support, hard and soft token, IE 10/11; Jabber
• Maintain current and basic understanding of technical skills in field of expertise and keep abreast of development in technology and solutions to common
• Participate in event response failover and recovery of apps, maintain ability to perform duties such as VPN, offsite customer call capability, work from alternative location; comply with essential personal policy
• Comply with Incident Management processes
• Comply with controls and standards
• Comply with Service Continuity in case of disaster/weather/other
• Maintain and comply with policies and procedures relating to service desk operations
• 3 - 5 years related work experience in a demanding, fast-paced customer service environment; IT environment highly desirable
• Advanced computer skills, including proficiency in Microsoft Office application (Word, Excel, PowerPoint), Outlook
• Working knowledge of Remedy and/or ServiceNow
• Experience managing and administering Service Desk tool sets, application, KM, instructions, procedures, etc
• Working knowledge of Service Desk “best practices” both process and technology wise
• Understanding of the Service Desk environment, Windows 7, knowledge of Windows 10 helpful, ServiceNow ticketing systems, Active Directory, Outlook, Domino Administrator, RSA Authentication Manager, Cisco VPN & Anyconnect, Hard & Soft Token, Jabber client, MS Office 2016 and Outlook
• Excellent verbal and written communication skill. Ability to communicate effectively with team members, support teams and management on both business and IT sides
• HDI certification a plus
• ITIL Foundation certification a plus
• Ability to work independently while also being team oriented
• Ability to multi-task with attention to detail in a fast-paced, dynamic environment
• Demonstrates excellent time management and organizational skills with the ability to multi-task, follow directions, and have consistent attendance
• Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel
• Works well under minimal supervision and follows established directions

Help Desk-asset Manager, Meade Resume Examples & Samples

• Provide Tiers I and II support to onsite and telework DoDCAF employees
• Ensure Cisco Call Manager training for all HD personnel, ensurng that each administrator knows how to login and logout of the system every day
• Provide a documented and proven process for Tier 3/4 escalation support that will significantly reduce customer wait times and dropped calls
• Ensure that all tickets are captured within the DoDCAF's SharePoint ticketing system and are tracked until resolution
• Provide administrative support for the DoDCAF; provide support as WHS Trusted Agent for support of SIPR Tokens

Help Desk Anst Senior Resume Examples & Samples

• 5+ years experience providing quality outreach and/or help desk support at an elevated tier level
• 3+ years experience providing consistent support and determining eligibility of access of user subscription
• 1+ year experience testing, troubleshooting, and reporting system functionality
• Experience maintaining and updating support processes and procedures
• Good communication and written communication skills
• Good interpersonal skills with a focus on rapport building, listening, and questioning skills
• Ability to accurately track and collect support metrics
• Ability to prioritize and execute tasks from various user groups Ability to test an Internet application to identify and report issues
• Plan, design, develop, tune, test, document, and maintain various data systems, including Oracle databases
• Work with internal and external organizations to support project requirements, including resolving elevated end user support requests, and researching and deploying advanced technologies
• Strong communication skills (oral and written) as well as the ability to interact with team members, external vendors, various levels of management, and internal clients with assorted levels of computer experience

Client Experience Specialist / EBS Help Desk Resume Examples & Samples

• To know regulation, customers and competitors
• To know and be in line with all regulatory, bank and the Unit’s requirements, procedures and processes
• To know and comply with the Scoring System requirements
• To daily support customers and resolve all their issues effectively with receipt of high level of their satisfaction
• To successfully achieve targets, set for the Unit, group and employees
• To conduct additional projects and duties assigned by Client Experience Unit Head
• To replace other Client Experience Representatives of the group for customer service matters
• To participate in weekly meetings to share own and customers’ feedback on daily issues
• To share best practice with peers and Client Experience Unit Head
• To collect and report customer and staff compliments to Client Experience Unit Head for further rewarding
• To know and use all current functionalities of the Unit’s product environment, used for conducting of bank services and processes
• To complete functional check-lists
• To communicate with necessary units on daily solving the customer issues or questions related to Electronic Banking products and further follow up
• To collect staff and customer requirements and claims with respect to improvement of service or processes, and to report the received requirements and claims to Client Experience Unit Head
• Higher financial education; experience in bank finance and customer helpdesk
• 1 year technical and bank finance skills; time management skills; product management skills; project management skills; communication skills; fluent English
• Knowing of legislative and other normative legal acts of the Republic of Kazakhstan and international legislation governing the activities of the department documentation
• Basis of accounting and banking
• Internal and corporate policies and procedures
• Methods of processing information using modern means of communication and connection, the computer work rules and regulations of labor
• Rules and regulations of labor
• Minimum of one (1) year banking or financial experience
• Minimum of one (1) year customer service experience in a client service or help desk environment. Equivalencies may be considered
• Aptitude for information technology and strong desire to learn
• Working knowledge of the CWB’s core systems, desktop and user applications (Temenos T24, Windows 7, Office 2010)
• Strong customer service skills, with patient, positive, customer friendly attitude
• Ability to understand, accurately interpret and document the meaning, purpose and importance of issues reported by end users
• Professional telephone etiquette
• Strong analytical skills and problem solving capabilities
• Ability to prioritize and effectively handle simultaneous tasks
• Provide end users with quality support by providing first level resolution for banking and IT related incidents, service requests and general questions
• Update end users as to the status of their incidents and service requests in a timely manner
• Accurately record all contacts in ServiceNow and escalate where required
• Instruct and advise end users in the use of applications within the scope of the position
• Assist with creating and maintaining knowledge base articles and documentation for support staff and end users
• Previous Customer Service Experience, working directly with customers
• Technical and Analytical Skill (problem solving), Logical Thinking
• Call Center Experience
• Human Resources Experience
• Must have intermediate Excel Skills (V lookups, formulas, pivot tables, etc.)
• Must be comfortable manipulating data in excel
• Must have the ability to effectively manage data across multiple excel tabs
• An ideal candidate will be analytical in nature and able to investigate issues and troubleshoot errors
• This person will be able to learn quickly and be able to adapt to change
• This person will be resourceful and willing to learn new things
• Must be willing to ask questions and adapt to changing environments
• Workday experience highly preferred
• Additional Language skills in French(Canadian) or Spanish are highly sought after but not required
• Additional Language skills in Chinese or Russian are also of interest to the managers
• Service center experience a plus but not required

Chicago Help Desk Internship Resume Examples & Samples

• Microsoft Server & Client skills
• Exposure to (understanding of) Exchange, Active Directory, Microsoft Operations Manager, OCS
• TCP/IP, Ethernet, Internet, Enhanced Routing (OSPF), and VPN Network Skills
• Familiarity with ITIL or MOF

Help Desk-indianapolis Resume Examples & Samples

• Provide first-level remote IT services or assist in the delivery of higher level services to our customers
• Properly handle all calls that come in for IT assistance for client functions
• Use appropriate triage processes to troubleshoot and resolve or escalate to the appropriate resource within allowed Service Level Agreement parameters. Ability to use remote desktop applications in order to troubleshoot end user PC related problems
• Ability to resolve standard documented problems with minimal assistance. Creation of print queue and server experience very helpful
• Experience in a print production environment preferred
• Possesses working knowledge of customer support business and technology processes
• Able to demonstrate excellent good customer service skills
• Ability to demonstrate excellent communication and follow-up skills
• Able to demonstrate basic hardware and software trouble shooting skills
• Able to demonstrate ability to work with minimum supervision
• Able to demonstrate knowledge of all necessary web based tools as it applies to the position (i.e. ProActa, Help desk call tracking applications , etc.) Able to demonstrate willingness to work as a team player
• Able to demonstrate good organizational skills and ability to attend to details
• 0-5 years in a technical customer environment, print production or server management experience preferred
• Position works in high call volume Helpdesk environment supporting NCR's customers (both internal and external) and their analysts in providing problem resolution for NCR products and services
• Allocates engineer appointment times for jobs requiring multiple resources on-site; Assigns and distributes workload of CE’s to meet SLA’s across broader areas
• Responsible for ensuring the customer's entitlement of services
• Remotely deliver solutions, dispatch service personnel, and when appropriate verify resolution of a customer's issue that has not been escalated
• Work directly with the customer to understand the problem, and /or escalate problem to the next level
• Following the documented Remote Incident Management Process, position’s primary responsibility is to perform Level I technical troubleshooting with end-users of PCs and retail point-of-sale devices (depending on account assignment)
• Generates daily and weekly incident reporting; Reviews incident history to determine recurring faults
• Provide technical phone support on Retail products, systems and various software products; Provide accurate and creative solutions to user problems of moderate nature to maximize product or system availability
• Take ownership of service request from customer and ensure timely and satisfactory resolution of problem
• Escalate both internally and externally when required according to defined Escalation Paths
• Enhance and develop quality support methods and communication skills through coaching feedback, and other developmental approaches
• Assist in the resolution of user and support issues over multiple user sites to ensure timely distribution of knowledge and cause positive impact on user satisfaction
• Updates work orders and provides status information
• Research, resolve, and respond to questions received via telephone calls, letters, and callbacks in a timely manner, in accordance with current standards
• Communicate with customers through various means (oral, written, electronic) to remotely resolve customer problem
• Use tools to remotely access customer equipment to diagnose and resolve customer problem; Follow solutions outlined in the knowledge database
• Verify resolution of problem with the customer
• Record information into the HDS (Help Desk Solution) system
• Document, verify and make appropriate corrections to the incident record and customer profile
• Ensure thorough documentation of problem description and all subsequent activity
• Write knowledge articles based on lessons learned in resolving customer issues
• Participate in special projects as assigned to continuously improve processes, tools, systems and organization, coordinate project start up activities
• Maintain technical knowledge and expertise associated with multiple applications and hardware specific to individual customer's solution
• Support less experienced colleagues on the helpdesk through joint working, monitoring, direct feedback and knowledge sharing; Follow all mandatory training courses according to provided timelines
• Record information into the Incident tracking system (GEMS); Conduct GEMS quality audits and Call Monitoring activities through Verint monitoring tool
• Manage operations during scheduled shifts using on-hand tools and observations
• High School Degree
• At least 2 years of relevant experience
• Advanced knowledge level of Windows 98 2000, NT, XP and Vista
• Advanced knowledge of the Internet including applications and protocols as well standard network monitoring and analyzing tools
• Advanced trouble-shooting skills with MS Office and standard applications (Virus Scanner, Adobe, Zip)
• Proficiency in data entry software applications and related desktop tools is necessary
• High level knowledge of PC hardware equipment and utilization (printers, scanners, modems, network cards)
• Excellent communication skills at all levels including excellent listening skills
• Possess strong customer service skills and be able to work in a dynamic team environment
• Advanced problem solving and troubleshooting skills
• Ability to work a flexible schedule (evenings/weekends); Ability to work in a multitask fast paced environment
• Possesses working knowledge of customer support business and technology processes: -- Call handling processes, Customer shrink wrap software applications, operating system environment, asset tracking, etc. Identify customer-training issues on standard and non-standard products
• Able to contribute to technical discussions with other team members and contributes to the decision making process
• Able to demonstrate proficiency with Helpdesk tools , Microsoft operating systems, MS Office applications and anti-virus software, communications technology devices
• Able to demonstrate knowledge of all necessary web based tools as it applies to the position (i.e. ProActa, Help desk call tracking applications , etc.)
• Able to demonstrate willingness to work as a team player
• Analyze the nature/severity of received problem calls/messages
• Understand and, to the extent possible via the electronic helpdesk system, balance the workload of support personnel and follow problems to completion to ensure customer satisfaction as well as the accuracy of tracking data
• Distribute Corporate Flash weekends only
• Verify all sales have been captured in the system and there are no missing transactions
• Help to ensure timely closing of all sales at month end
• Communicate any outages to the business in a timely manner
• Minimum of 3 years helpdesk experience, delivering the highest-level customer-oriented service
• ITIL, Cisco, Microsoft Certifications and Crystal reports experience a plus
• Familiarity with Numara FootPrints or other helpdesk software systems
• Experience supporting Point-of-Sale (POS) Systems a plus
• Must be able to work a 4/10 (4 days a week, 10 hours a day) shift schedule and work varied shifts if necessary to insure coverage for our 15 hour coverage window

Client Representative, Help Desk & Escalation Resume Examples & Samples

• Conduct detailed analysis of results, interpret, be reactive, and advise action
• Be reactive to results, identify what’s important, make decisions, provide direction, take action to create awareness, address, and improve
• Responsible for the upkeep and maintenance of several databases, ensuring accurate and up-to-date data
• Develop material and conduct training for new and existing processes and tasks
• Knowledge of mathematical logic and statistical calculation
• Adaptability – collaborate positively and openly in a constantly evolving environment
• Able to learn quickly
• Very good planning, priority management, ability to work independently or in teams in an ambiguous environment
• Ability to identify and resolve complex issues
• Understand and articulate requirements and issues from a business perspective
• Fluent in English / Excellent written and verbal communication skills
• Willingness to manage own time, working extended hours when necessary to meet deliverables
• Experience in managing large data sets, identifying key message and preparing presentations
• Post-secondary education
• Resolving a wide range of system issues, troubleshooting software, hardware, and network issues
• Shift work required (6am-2:30pm) w/ rotating weekend shifts to support 24/7 operations
• Excellent Customer Relationship Skills
• Must be able to work 6am-2:30pm
• Design and develop IT systems and application design briefs
• Produce new ideas and concepts and develop interactive design
• Presenting finalized ideas and concepts
• Demonstrating illustrative skills with rough sketches
• Working as part of a team with software developers, administrators and end users
• HS/GED with 8+ years work experience or
• AA with 4+ years work experience or
• BS with 2+ years work experience or
• Passion and enthusiasm for design with a creative flair
• Accuracy and attention to detail
• Being open to feedback
• Working knowledge of various software applications
• Familiarity with configuration management practices

Help Desk-tier Resume Examples & Samples

• Manage desktop support workflow, including problem analysis, communications with customers or client management, ticket documentation, ticket escalation when required and ticket closure
• Manage desktop project deliverables; communicate project status to client and management
• Perform troubleshooting to isolate and diagnose common technical problems
• Provide Microsoft Office Suite training to users when required
• Perform upgrades of microcomputer hardware and software components as required
• Respond to the needs and questions of users concerning their access of resources on the network
• Troubleshoot server and e-mail related issues
• Monitor problem ticket queue and expedite closure of aging tickets
• At least two (2) years of experience troubleshooting computer hardware and peripherals required
• At least one (1) year of experience troubleshooting Windows 2000/XP required
• At least one (1) year of experience troubleshooting MS Office Suite, and MS Outlook required
• At least one (1) year of experience with one or more of the following required: Cisco VPN client, MS Systems Management Service (SMS), Adobe Acrobat Professional 6/7, Internet Explorer, McAfee
• At least six (6) months of experience with LAN/WAN connectivity, troubleshooting and /or documentation preferred
• MS Office Specialist preferred

Tier, Help Desk Resume Examples & Samples

• Provide routine IT support on hardware and software utilized by the organization. This will entail maintaining PCs, troubleshooting network connectivity, setting up new employee/contractor, and providing prompt customer service
• Manage relatively simple hardware, software, or network problems that can be resolved within 5 minutes
• Log call activity
• Resolve more complex issues requiring detailed systems and applications knowledge. These issues may require 5 to 15 minutes to settle
• Use judgment and decision making skills to generate a work order ticket for issues that cannot be resolved via telephoneor e-mail and will require an on-site visit to the user's PC or workstation

Teir Help Desk Resume Examples & Samples

• Provide routine IT support on hardware and software utilized by the organization
• This will entail maintaining PCs, troubleshooting network connectivity, setting up new employee/contractor, and providing prompt customer service
• Take initial telephone or e-mail inquiries and troubleshoot appropriately
• Log call activity Resolve more complex issues requiring detailed systems and applications knowledge
• These issues may require 5 to 15 minutes to settle
• Answers incoming telephone, voicemail, e-mail and in-person requests for assistance from users experiencing problems with computer-related technologies
• Registers in HEAT (the incident management tracking tool) and assigns either to him (her) self or dispatched to a "queue" managed by additional support teams
• The Analyst is responsible for managing his (her) own queue
• Identifies, troubleshoots, resolves (within established target times) hardware (non- dispatched) and software failures that prevent a user from employing an existing IT service
• Follows up to make sure issue is resolved
• Sets up new users, modifies access for existing users and installs standard applications
• Document configurations of new or existing products and techniques for resolving problems
• Document the processes needed to support any new software that is added to the environment as it relates to the desktop image or associated functions
• Other tasks as may be assigned by Department and /or Division management
• Support and troubleshooting Windows 7 Operating Systems
• ������Support and troubleshooting of Cisco VPN Connectivity and other wireless products
• ������Support and troubleshooting of Internet Explorer 8, 9 and higher, as well as experience with troubleshooting problems with web browser Internet and Intranet issues
• Support and troubleshooting of Workstation OS, VPN, Wireless and WAN/LAN issues
• ������Knowledge of Web Browser/Tools such as, DreamWeaver, FileWorks and Flash
• ������Experience with remote troubleshooting/phone support
• ������Experience working with a Ticket Management System such as HP Service Manager, Remedy, etc
• Experience using knowledge-based and other documentation systems to troubleshoot, resolve, document and research incidents as appropriate
• 1-2 years of experience working with "service desk ticketing tools" preferred. (Service Now, HP Service Manager, etc.)
• Must be fluent in English and Spanish. Portuguese or any other languages in addition are always a plus
• Punctual and willing to learn and assist team mates
• PeopleSoft ( PeopleSoft HRMS / Payroll, PeopleSoft FIN /SCM)
• SharePoint - Basic support
• A+ Certification Preferred
• Excellent Customer Service and phone etiquette skills
• Human relation skills that include courtesy, professionalism and the ability to work well with customers, colleagues and team members
• Able to multi-task in a fast paced environment
• Enhanced operating system knowledge (currently Windows XP and Windows 7) and Working knowledge of desktop productivity software applications to provide desktop support (e.g., Microsoft Office, McAfee, SCCM applications)
• Familiarity with relevant hardware (i.e. Laptops, Thin Clients, Desktops, printers, etc.)
• Installation and support of peripheral equipment such as printers, scanners, faxes, cameras, etc
• Work assigned through ticketing queue. Responsible for customer scheduling, ticket updates and closure
• Provides entry-level Service Desk based PC support and basic IT related infrastructure support per established corporate and department SLAs
• Provides peripheral equipment support (e.g., printers, scanners, faxes, and cameras), wireless networking, Laptop support etc
• Intermediate technical skills and experience
• Understanding of basic network protocols as well as network hardware
• Intermediate hardware and software troubleshooting skills in a massive environment required
• Basic understanding of server side components and applications including web, application, and database infrastructure
• Understanding of basic network protocols including TCP/IP, UDP, DNS, SMTP, SNMP, HTTP, HTTPS, as well as network hardware

Level Help Desk Resume Examples & Samples

• Accurately, quickly, and efficiently record all interactions with customers in an incident management tracking tool
• Escalate high priority, high impact issues to the USC's internal support teams
• Provide feedback on technical documentation for publication in Knowledge Base
• Work in a high volume call center environment that operates 24x7x365
• Identify, research, and seek resolution to a variety of complex end user technical problems. Respond to technical support requests via walk in, email, and telephone
• Work with users and other IT staff to determine and develop specific information systems requirements and processes. Determine the impact on existing systems
• Evaluate technical specifications and requirements against available solutions
• Recommend, schedule, and perform PC, hardware and peripheral equipment improvements, upgrades, and repairs. Perform installation, setup, configuration, and troubleshooting for personal computers, handheld devices and peripherals
• Analyze, design, develop, and implement fully integrated systems which may include applications, databases, networks, and related systems
• Assist in developing long-term strategies and capacity planning in order to meet future computer hardware needs
• 1) Technical Support
• 2) Software/Hardware Troubleshooting Experience
• 3) Customer Service
• 1 Year Experience in Technical Support
• Excellent Troubleshooting Aptitude
• Excellent Customer Service Skillset and Work History
• Able to pass background check and drug test
• Second language in FRENCH or GERMAN is a HUGE PLUS but not required
• First point of contact for all information technology issues
• Function as a single point of contact for problems referred by other individuals and departments by providing close loop on routine queries
• Understand team and organizational support structures
• Bachelor's/Associates Degree or equivalent experience
• 2 - 5 years previous experience in a service desk environment
• Must have excellent customer service, telephone, listening and communication skills
• Must have excellent documentation skills
• Demonstrated experience in applying knowledge/skills in a Customer Support environment
• Be able to solve problems regarding system errors or usage issues
• Proficiency with laptop and desktop hardware troubleshooting
• Handles and resolves basic issues via phone support
• Ensures a timely resolution and/or escalates non-resolvable issues to higher-level teams
• Configures, and supports desktops, laptops, virtual workstations, mobile phones, and miscellaneous devices
• Monitors and enforces policies and procedures
• Maintains patient confidentiality, complies with the Health Insurance Portability and Accountability Act (HIPAA), and secures all operational data
• Knowledge of Microsoft Windows and current Microsoft Office versions
• Ability to assess and respond to urgent issues in a competent manor
• Ability and desire toward learning Molina Healthcare's technology, support policies, and methods
• Good organizational skills with the ability to prioritize multiple tasks
• Ability to abide by Molina's policies and procedures

Help Desk With Top Secret Clearance Resume Examples & Samples

• Must possess a current Security + certificate
• Must be Microsoft Certified based on one of the following
• 349- Windows Operating Systems Fundimentals
• 365- Window Server Adminstration Fundimentials
• 366- Networking Fundimentals
• 367- Security Fundimantals

IT Help Desk Resume Examples & Samples

• Assist technical services team as required. May include building and configuring computers and installing hardware and software
• Focus efforts on continuous improvement opportunities to streamline processes and improve customer satisfaction
• Submit knowledge documents for all resolutions not already contained in the knowledgebase. Update all existing documentation that is not current
• 1-3 years of information technology experience
• Proficient computer skills required including knowledge of Windows, Microsoft Office products, Internet, printing, operating systems, network operating systems, importing and exporting of data, communications and AS400
• Demonstrated ability to communicate clearly and effectively over the phone in a professional manner
• A+ Certification
• Experience with remote user support, VPN and wireless technologies

Help Desk & Systems Access Analyst Resume Examples & Samples

• 20% Systems Access Management
• Responsible for the validation, input and accuracy of the BMO Smart Procure (Coupa), SEMS (Hiperos), Ariba, and Details Online user id set-ups and location database
• Ensuring that approval authority of users on BMO Smart Procure is per policy / approved by the appropriate managers
• Ensure that correct direct deposit information is properly maintained in order for expense claims to be paid to the correct accounts
• 60% Application Support
• Provide excellent application support with ownership for first point of contact resolution for all Bank customers contacting the Procurement Help Desk. This includes BMO CAD/US, Nesbitt CAD, Harris Nesbitt Corp, Harris, and Legacy M&I
• Monitor workflow and take appropriate action to reduce outstanding self-service claims and purchasing problems
• In-depth learning of new PROCUREMENT applications being supported and application upgrades in order to best assist business partners
• Provide consultation, collaboration, and updates with internal Teams (PROCUREMENT, Application Management, Team, Supplier Profile Management Office, etc)
• Use discretion to service business partners within specific working guidelines and escalate issue, if necessary
• Build and enhance relationship with clients through provision of specialized knowledge of Bank’s P&P and Operating Directives
• Protect the confidentiality of client information
• Contribute to PROCUREMENT Customer Service Index by consistently meeting and exceeding customer service goals
• Manage business partner expectations, escalations, and prioritize to mitigate negative feedback
• Provide suggestions on system improvements with adequate justification as raised by business partners, or through working experience with the systems/applications
• 10% Processes and Standards Accountability
• Effectively enforce the spirit of the Policies and Directives within the PROCUREMENT mandate
• Identify non-compliant products and customers, advise clients of Policies and Standards and escalate to management, if appropriate
• Identify business partner issues with respect to the Policies and Standards and proactively suggest work-around solutions to management
• Acquire strong in-depth knowledge of PROCUREMENT methodologies and processes as well as Bank-wide Policies and Directives
• Assist in all projects related to the PROCUREMENT applications supported (SEMS, Details Online, BMO Smart Procure, Ariba)
• 10% Compliance and Operational Accountability
• Comply with the Bank’s Policies & Procedures as it relates to purchasing, IT security, accounting, and fixed assets in all of the daily dealings and transactions
• Participate in PROCUREMENT Application upgrades and conversion activities as it relates to business partner experience and provide feedback to the Team Lead, Systems Access and Help Desk Support
• Provide suggestions to increase productivity as well as improvements in current process
• University or college degree, diploma with relevant job experience
• Previous experience supporting computer applications
• Good knowledge of the BMO Financial Group structure i.e. Enterprise-wide
• In-depth knowledge and understanding of effective customer service
• Strong Relationship Management skills
• Bilingual French/English (oral and written) preferred
• Good presentation and training skills
• Ability to prioritize and organize multiple tasks
• Detail oriented and strong commitment to data/process accuracy and integrity
• Self motivated Team Player and willingness to assist at all times
• Flexibility and adaptability to rapidly changing environments
• Keen focus of first point resolution with emphasis on customer service
• Professional, reliable, punctual and great attendance required
• 1-2 years of experience working with service desk ticketing tools preferred. (Service Now, HP Service Manager, etc.)
• Outlook profile creation and maintenance
• Creating and troubleshooting rules
• Backup PST and OST files
• Basic Microsoft Excel support
• Basic Microsoft Word support
• SharePoint (Basic support)
• Provide telephone/remote technical support to internal end users
• Windows Desktop Support duties including troubleshooting windows computers, ip phones and hardware support at the end user's desk
• Perform software installs and updates
• Participate in staggered after hours/on-call support rotation
• Answer both phone and e-mail support requests, track the request, provide detailed information on the reported issues and resolutions
• Perform basic phone system management, including deploying phones, adding/changing voice mailboxes, and moving/adding extensions in a ShoreTel environment
• Be able to perform basic administrative duties on a Windows 2008 active-directory domain to include account creation and modification
• Escalate issues as appropriate
• 1 year of related experience in a customer service oriented technical support role
• Windows OS troubleshooting (Windows 7, 8, Server 2008, 2012)
• Basic Network troubleshooting (DHCP, DNS, TCP/IP, WiFi)
• Application layer troubleshooting
• Providing amazing customer service
• Antivirus, software updates, Windows updates, WiFi, TCP/IP, OSI
• Microsoft Office support knowledge (2007 - 2013)
• Microsoft Exchange support knowledge (2007 - 2013)
• 3+ years experience providing application support to end users (applications will include eNet, cGov and MyIQ)
• Experience providing customer service in a fast pace enviornment
• Installing, analyzing and troubleshooting desktops, laptops, mobile devices, printers and networks
• Set up Staff on a required applications
• Respond to Windows OS, Exchange, Outlook and other supported software problems
• Maintain inventory of equipment
• Provide user support on purchased systems
• Troubleshooting for users
• Documentation of progress and services provided
• Responsible for ensuring technology is provisioned for new hires
• (3) years working on a Service Desk
• Experience utilizing a Knowledge Management System
• Experience utilizing a Service Desk incident tracking software
• Excellent customer service and people skills
• Ability to work simultaneous tasks
• Technical knowledge and understanding of PC hardware
• Experience with MS Operating Systems (Windows XP & Windows 7)
• Excellent Oral and Written communication skills
• Minimum Typing speed of 25 wpm
• Ability to meet critical time lines in a rapidly changing environment
• Must be willing work flexible hours to include day, night, and weekends
• Windows 7 operating system knowledge that includes the ability to
• 2+ years of experience in a helpdesk or desktop support role (re-imaging desktops and laptops, troubleshooting basic Microsoft application problems)
• 2+ years of hardware refresh experience-- someone who has been involved in a hardware refresh before
• 2+ years of break-fix experience-- hardware specific, preferably laptops
• Able to demonstrate proficiency with Helpdesk tools , Microsoft operating systems, MS Office applications (Excel, Word, Outlook), Lotus Notes (Email) communications technology devices
• Able to demonstrate basic hardware and software trouble shooting skills Able to demonstrate good problem solving & critical thinking skills
• Able to demonstrate knowledge of all necessary web based tools as it applies to the position (i.e. Help desk call tracking applications , etc.)
• 0-5 years in a technical customer environment Call Center experience preferred EDUCATION

Analyst Operations / Help Desk Resume Examples & Samples

• Log calls and paper requests for IT assistance into the change management system (software to log and track calls), with all pertinent end user identification information including name, department, contact information, and nature of problem or issue
• Provides level one support for calls with a goal of 80-85% resolution on help desk calls received
• Coordinate mobile communication devices for employees based on requests and review monthly invoices from the vendor
• Rotational tape backup support is considered an essential requirement
• Provide administrative assistance for IT department documentation and standards
• 2 years of previous experience in a Help Desk capacity
• Good communication and organizational skills are required
• Security + and the ability to obtain a Microsoft certification (MCTS: Windows 7 or equivalent) within 3-6 months of hire
• MS Office apps (Word, Excel, Outlook)
• Associates Degree with 2 years of relative experience is preferred or equivalent experience
• Individuals performing at this level of competence may be considered for reclassification into this level
• 0 to 5 years IT experience
• Associate Degree Required
• Strong technical skills and background
• Excellent communication skills, phone presence, organizational skills, and multitasking
• Ability to interact professionally with a diverse group of customers, team members, managers and subject matter experts
• Ability to take ownership of follow up status and communicate progress regularly to both their customers and leadership when requested
• Consults with higher level technical support to determine resolution, or transfers unresolved issues to Level 2 or a Subject Matter Expert (SME)
• Identifies and resolves technical issues and/or researches and recommends effective solutions
• Serves as the IT liaison to consultants, state and county staff, vendors, volunteers, and other professionals
• Excellent oral and written communication skills with a commitment toward customer service
• Minimum knowledge of technology and a basic understanding of supported products; covers installation, configuration, and troubleshooting of products provide those products meet pre-defined standards
• Knowledge of Cisco network products and LAN/WAN hardware administration
• Ability and desire toward learning The Company' s technology, support policies, and methods
• Highly motivated and the ability to work with minimal supervision
• Strong analytical skills with the ability to collaborate and solve problems
• Ability to abide by The Company's policies and procedures

Help Desk-junior Analyst Resume Examples & Samples

• Windows 7 and application issues * Outlook support * Blackberry support * iphone support * ipad support * Desktop support * Hardware trouble shooting * Printer support * Remote connectivity support (Juniper)
• ) 1+ years of experience in a first line help desk role
• ) Experience with mobile device support (Blackberry, iPad, iPhone) 3.) Experience with Windows 7 support
• ) Experience in a help desk role with a large environment
• Lead a team of help desk analysts, providing guidance and support for troubleshooting and prioritizing customer issues
• Resolve or refer system issues, both functional and technical, and track issues using a central incident management application
• Troubleshoot calls to the support desk and facilitate the resolution process
• Convey technical advice and information to clients and coworkers who have varying degrees of ability with Information Technologies
• Solve technical issues in a professional manner and/or escalate in a timely manner
• Perform training sessions and instructional webinars to system users
• Compile and maintain helpdesk operational procedures, user guides and templates for FAQs and standard email responses
• Prepare weekly ticket summary reports and lead weekly help desk meetings
• May be asked to support testing efforts for project releases as needed
• 3+ years of professional experience in help desk operations for federal IT systems and technology
• Ability to effectively communicate with clients regarding issues
• Ability to work on multiple issues concurrently, balancing needs and/or priority-setting appropriately
• Experience with Web conferencing software, such as Adobe Connect
• Experience with collaboration software, such as Microsoft SharePoint
• Experience working in an Agile project management environment
• Client-facing level one technology support role for a global user-base. Role involves basic troubleshooting of Microsoft applications & proprietary system
• Desired experience in Microsoft Office application suite - how to, in addition to troubleshooting
• Candidate should have excellent customer service skills. In-house training will be conducted, as needed
• Technologies may include, but not limited to: Windows 7/XP, Mac OS X, Microsoft Office, Cisco/VOIP telephony, Blackberry, Android, iOS (iPad/iPhone), and ticketing systems
• Service desk escalations
• Adds/changes for hardware set ups
• Bilingual in English and Spanish
• A Bachelor’s Degree in Business or Computer Science; OR equivalent work experience is preferred
• Working knowledge of computers and computer networking terms and support
• Supporting about 100 users onsite
• New user Setup
• Manager the Help Desk Ticketing System - Log all tickets and assign appropriately
• First line for all Help Desk Inquiries
• Computer Deployment
• Maintain Email accounts and distribution groups
• This role will also have some operations responsibilities added later on
• Troubleshooting hardware like printers routers
• Install, modify, and repair computer hardware and software as needed
• Strong verbal, written and presentation communication skills
• Ability to communicate complex technical concepts
• Possess general understanding in the areas of application programming, database and system design
• Self-managed, highly motivated and has a strong drive for results
• Ability to Multi-task and work quickly under pressure
• Provides first level support to end users for PC hardware and Network (Windows7/Windows XP environments) and Mainframe (UNIX/IBM) environments
• Maintains daily awareness of outages and issues system wide
• Shift work required/24x7 IT coverage environment
• Technical degree preferred, and/or equivalent experience
• Knowledge and/or experience with internal server/mainframe applications such as: Shares, QIK, IBM/TSO/TPX, and SCEPTRE
• Ability to multi-task in a stressful environment
• Works well within a team structure, effectively working toward common goals by supporting, encouraging and sharing information with colleagues
• Exhibits resourcefulness in identifying information and materials that contribute to the completion of quality work
• Possesses a strong customer focus with the desire to help or serve the customer and commit to continuous improvement of services
• Possesses critical thinking skills with the ability to understand an idea, situation, or problem through in-depth analysis
• Takes personal accountability for outcome of issue and puts feedback into action
• Identifying, diagnosing and troubleshooting installed hardware and software problems (secure and non-secure) in response to customer service calls
• Setting up, configuring and installing systems to support new/existing customer personnel and LAN printers, scanners, and other components
• Removal and replacement of failed equipment to include peripherals, system components and or software
• Problem isolation of network connectivity, desktop hardware and or stand-alone/network installed software programs
• Installation and testing of hardware/software upgrades to be installed on user workstations
• Disconnect, relocate, and reconnect computer equipment as requested by the customer
• Update site documentation/database to reflect installed/relocated equipment
• Perform data backups, unlock accounts and accomplish basic administrator duties on customer’s server(s), etc
• Develop, edit, and update user manuals and system documentation
• Enter, update and close support requests using REMEDY
• Setup and operate customr terminals
• Interface with the local communication squadron for all network support requests requiring base support
• Helpdesk responsibilities include, creating trouble tickets, troubleshoot connectivity issues and requesting assistance and working with the team located at Ft. Bragg and MacDill, FL
• This position requires shift and weekend work
• Meet DoD 8570.01 for this position
• Self-starter and able to work independently and within a team environment
• Knowledge of computer systems, Windows operating systems and Windows Office Products
• Entry Level Position: Minimum of 1 Year in IT Service Desk Operations support
• Journeyman Level Position: Minimum of 3 - 5 Years in IT Service Desk Operations support
• Ability to follow procedures under stressful conditions
• Excellent English Written and Oral Communications Skills
• Use predefined triage processes to troubleshoot and resolve or escalate to the appropriate resource within allowed Service Level Agreement Parameters
• Use remote desktop applications in order to troubleshoot end user PC related problems
• Resolve standard documented problems with minimal assistance
• Contribute to technical discussions with other team members and contribute to the decision making process
• Possesses working knowledge of customer support business and technology processes: Call handling processes
• Proficiency with Helpdesk tools, Microsoft operating systems, MS Office applications and anti-virus software, communications technology devices. Customer uses Lotus Note
• Basic hardware and software trouble shooting skills
• Able to demonstrate good problem solving / critical thinking skills
• Reliable to work with minimum supervision
• Able to demonstrate knowledge of all necessary web based tools as it applies to the position (i.e. ProActa, Help desk call tracking applications, etc.)
• Willingness to work as a team player
• Good organizational skills and ability to attend to details
• Minimum: High School Diploma or equivalent No less than one entry level certification (A+, N+, or OEM vendor certification)
• DoD 8570 Certification
• Ability to present complicated technical issues with clear easy-to-follow solutions and path forward
• Familiarity with Windows 7/10 workstation OS and ability to image a workstation
• Ability to provide technical software, hardware and network problem resolution, making independent decisions by performing question/problem diagnosis in a Help Desk environment
• Re-enable and unlock accounts, reset passwords and change OU's
• Experience with password resets, e-mail requests, Fax, Web requests and direct requests for Help Desk support
• Ability to document, research, identify and attempt to solve technical problems on initial call and/or triage where appropriate for resolution
• Ability to utilize customer service and technical knowledge gained from prior experience to resolve issues surrounding installation, applications/systems, functionality, and training on software and/or hardware products as it relates to customer's environment
• Experience developing working relationships w/functional groups and customers to meet established service level goals
• Ability to obtain Top Secret clearance
• Must have the ability to diagnose and correct operating system problems
• Build new systems by installing the Army Gold Master (AGM) approved operating system, baseline software applications, and required security patches
• Install encryption systems used to protect the data of portable systems such as laptops; and identify and install required drivers
• Responds to initial phone calls/inquiries regarding system status and network connectivity, hardware and software problems, and service request activity supported by KP-IT
• Provide basic support for PC and Mainframe calls
• Identifies nature and criticality of calls, and is able to apply guidelines of Problem Management Process Guide
• Logs all calls into problem tracking system, accurately documenting and verifying all client information provided, troubleshooting steps and activities performed
• Triages and routes problems to the appropriate technical resource for problem resolution
• Facilitates problem resolution through coordination and escalation. Performs closed-loop process on problem records
• Maintains accountability for problem until resolved. Monitors assigned problems to ensure adequate and timely resolution
• Provides suggestions for continuous process improvements and online documentation
• Supervision Given and Received: Receives direct but not constant supervision. Typically requires some instruction and guidance from other higher level staff
• Problem Solving and Decision Making: Identifies first level problems and escalates if necessary. Cannot make decisions independently aside from what is directly related to resolving ticket
• Minimum one (1) year of experience in IT or equivalent
• Experience with a problem tracking system
• Associate's degree in computer science or a related discipline, OR two (2) years of experience in a directly related field
• Broad knowledge of current and evolving information technologies to include but not limited to telecommunications, electronic data distribution networks and computers preferred
• Enhanced Reliability Clearance
• 1+ Year of IT Help Desk experience in a Windows Environment
• Experience using Ticketing Systems
• Working knowledge of personal computers and other productivity software
• Working knowledge of MS Windows operating system features and configuration
• Working knowledge with MS Office applications
• Ability to multi-task and manage conflicting priorities
• Exhibit a can-do positive attitude
• Experience using a Help Desk trouble ticketing system
• Familiarity with software that enables the remote control of workstations in a networked environment,
• Knowledge of Microsoft Active Directory
• Experience working in a healthcare environment
• Initial Assesment
• Triage Research
• Resolution of basic incidents & requests regarding the use of application software products
• Troubleshoot and resolve end-user hardware and software issues via phone/chat/self-service portal and utilizing remote tools (Bomgar)
• Resolving at least 85% of the issues on the first call
• Completely document tickets in software system (Service Now)
• 2+ Years of Call Center/Help Desk/Service Desk experience and comfortable taking 40+ calls per day
• General understanding of Windows fundamentals (profiles, screen resolution settings, share drives, drivers, event viewer, control panel)

Technical Help Desk Resume Examples & Samples

• Phone Support
• Collecting information through the phone, chat, and self-service portal
• Follow Knowledge base articles for application specific processes
• Bachelors degree in information technology or 2 or more recent years of help desk experience
• Microsoft Outlook Experience
• Active Directory understanding
• Two or more years of help desk experience within a Microsoft environment. Password resets, basic troubleshooting, and being able to triage calls in an Enterprise level environment
• 100% phone support- in depth troubleshooting required
• Great attitude, team player, ability to communicate and document conversations

Radiology Is Help Desk Associate Resume Examples & Samples

• Carries a pager and shares on-call duties for 7x24 support of MIIT systems
• Participates in both regular daytime and after hours “on-call” rotation
• Responds promptly to Help Desk calls
• Assists technologists with any necessary correction of electronic patient, exam or imaging information [PHI] associated with daily operations in Radiology
• Associates degree or higher preferred
• Knowledge of or experience working with clinical IS systems preferred
• Experience in end-user training on clinical IS systems
• Experience with PCs, Internet, and computer based transactional systems
• Customer support/helpdesk experience preferred
• Effective communication skills with clinical and administrative staff
• Ability to work with professional staff at all levels
• Proven ability to work well with others both in a support capacity and in a team
• Must be punctual and meet attendance requirements
• Ability to work from home in cases of emergency
• Certification or degree from college or technical school OR
• 1-2- years related experience OR
• Excellent computer skills including a background in Microsoft Word and Excel
• Provide technical support for both hardware and software requests daily
• Provide complete and thorough documentation for all support calls using ticketing software
• Assist with projects and duties as assigned

Specialist, Help Desk Resume Examples & Samples

• Provides expertise in account management. Ensures account management activities are handled appropriately, and confers with other staff as needed to ensure appropriate management of issues throughout the account management lifecycle
• Maintains high level of expertise on all assigned account management activities, and adheres to procedures governing these activities. Provides exemplary customer service as identified by meeting service goals and objectives outlined in weekly metrics reports. Meets daily, weekly and monthly goals and objectives individually and as part of the team
• Provides expertise on account related issues with systems, processes and procedures. Follows all processes and standards to add, modify, and delete accounts for applications throughout the organization, and meet all applicable regulatory requirements
• Ensures cases associated with account management are handled appropriately, and confer with other case owners, queue managers and supervisors as necessary to ensure timely and appropriate management of cases throughout the support model. Escalate issues as necessary
• Meets standards for expertise in utilizing the tool used to track and manage accounts
• Assists management in the analysis of the technical performance and reliability of products, systems and services used for account maintenance against identified industry standards to ensure appropriate tracking and security
• Identifies potential improvements to Standard Operating Procedures (SOP’s), Product Support Plans (PSP’s) and other applicable documentation, and provide suggestions on how plans, policies, procedures or actions can be modified to improve/strengthen organizational performance
• Maintain appropriate levels of system and process security to ensure protection of the ARC IT systems supported through the account management process
• Follows the account maintenance quality control program for all cases to ensure accurate and cogent case content, and when necessary, proper tier 2 dispatch and case prioritization
• Good oral and written communications skills with the ability to communicate to both technical and nontechnical personnel
• Demonstrates a proven record of high level work quality
• Practices teamwork by demonstrating a positive and cooperative attitude, sharing acquired information, and participating in team projects
• Handles highly stressful situations calmly and courteously, and adapt well to changing situations while maintaining a professional level of communication and diplomacy
• Displays sound judgment and sound decision making abilities
• Displays initiative and motivation in duties and responsibilities
• Follows and communicates verbal and written instructions
• Willingly accepts responsibility for new challenges outside their daily tasks
• Experience with an FDA or blood banking regulated environment a plus
• Must have strong analytical, organizational, and interpersonal skills
• Ability to communicate, both verbally and in writing, with all levels of management
• Must have a strong reservations background and understanding of the various systems used for Customer Relations
• Must have a minimum of 4 years’ experience in Reservations
• Experience should include Helix, AACoRN, Sabre
• Knowledge of Outlook, Word, Excel, Advocate, Rally and SharePoint a plus
• Provides first line support for PC and Network operations
• Provides consistent professional, courteous and high quality customer service on a daily basis
• Ability to perform basic diagnostic techniques to troubleshoot and resolve hardware and software problems, or escalate them for resolution via incident tracking software
• Fully utilizes troubleshooting tools
• Majority of end user contact is via the Helpdesk (In person), Helpdesk Portal (Self-Support), voicemail and email
• Must have an Associate's Degree in a related technology field or be working towards a Bachelor's degree in a related technology field, however prior Help Desk experience without such a degree will be considered
• Ability to multitask. The rep must be able to answer a call, research answer, exhaust all resources (manual, program, notes, knowledgebase), and coordinate support issues to ensure timely solutions and a positive impact on user satisfaction and productivity
• Discretion –
• Walmart or Retail Experience
• Projecting Tracking Tools
• Customer Service/ Sales

Help Desk Tier Resume Examples & Samples

• Serve as first point of contact for end user questions
• Resolve end user hardware, software, how-to, and connectivity issues within a predefined scope
• Perform triage on incoming help desk requests
• Assist with hardware and software setup for new employees and technology refreshes
• Assist in equipment moves, inventories, and installations
• Must possess strong mechanical and technical abilities
• Minimum of 1 year relevant work experience in a help desk or call center environment; or relevant coursework demonstrating technical aptitude
• Ability to install and configure computer hardware and software
• Skilled in MS Windows and MS Office
• Valid driver���s license to operate a vehicle in the State of Wisconsin, and unlimited access to reliable transportation
• Responsible for effectively answering technical requests regarding the FBI DNA software
• Assists in all activities of a Help Desk supporting a client's worldwide locations
• Ensures that help desk tickets are tracked and closed appropriately
• Maintains a service-oriented attitude in all situations
• Interacts daily with supervisor, peer groups, and customers
• Works on assignments that are complex in nature where judgment is resolving problems and making routine recommendations
• Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained
• This position requires the candidate to have a flexible schedule in order to support a help desk operation that runs from 6 a.m. to 7 p.m. EST
• CORE Hours for this position are 10:30am to 7:pm
• Maintain good writing, interpersonal communication, and problem-solving skills
• Ability to work independently and be a contributing team member
• Records incident and request for services in the approved incident management system
• Provides case status updates to management and customers
• Performing support for current desktop environment including Windows 7, Outlook, MS Office 2016, password resets, desktop issues, VPN support, hard and soft token, IE 10/11; Jabber
• Maintains current and basic understanding of technical skills in field of expertise and keep abreast of development in technology and solutions to common
• Participation in event response failover and recovery of apps, maintain ability to perform duties such as VPN, offsite customer call capability, work from alternative location; comply with essential personal policy
• Typically has 3 - 5 years related experience
• College Degree or equivalent experience
• Proactive in identify potential issues and identifies workarounds or permanent fixes via support teams
• Must type a minimum of 55 wpm
• Maintains and complies with policies and procedures relating to service desk operations
• Works under minimal supervision and follows established directions
• Manage and administer Service Desk tool sets, application, KM, instructions, procedures, etc
• Must have a minimum of 3 years proven experience in a demanding, fast-paced customer service environment. IT environment highly desirable
• Understanding of the Service Desk environment, Windows 7, knowledge of Windows 10 helpful, ServiceNow ticketing systems, Active Directory, Outlook, Domino Administrator, RSA Authentication Manager, Cisco VPN & Anyconnect, Hard & Soft Token, Jabber client, MS Office 2016 and Outlook; and Sharepoint 2013
• Ability to multi-task and work in fast paced environment

Senior Manager of Help Desk Resume Examples & Samples

• Has overall responsibility for help desk staff and the activities associated with the identification, prioritization, and resolution of reported incidents
• Assigns personnel to various operations and directs their activities
• Ensures all tickets are assigned and completed within assigned SLA including standard reporting
• Continuous Implementation new user offerings (such as BYOD) to enable end user community with broader range of devices will still ensuring compliance with corporate standards
• Provides technology roadmap to keep end user capabilities as modern as possible
• Evaluates new and existing software products
• Manage all helpdesk related projects for new technology deployments such as video conferencing, software/OS upgrades, and mobile enablement
• Support moves/adds/changes across all Experian Consumer Service locations
• Create and analyze customer service survey’s to enhance customer service levels. Analyze metrics to continuously improve helpdesk delivery. Ensure highest levels of customer satisfaction
• Introduce automation and self-service within the Help Desk including software stores and service catalogues
• Provide hands on leadership to solve complex technical problems
• Develop end user technology strategy and deployment plans
• Mentor and lead technology staff members including definition of SMART goals and objectives
• Manage collaboration tools and video conferencing solutions
• Requires 10+ years’ related experience
• 5+ years supervisory/leadership experience
• Advanced ITIL Certification preferred
• Strong knowledge of the Microsoft platform
• Superior communication and documentation skills
• Superior inter-personal skills
• Superior customer service skills
• Strong management and leadership skills: people, process, and technology
• Strong Time Management Skills
• Strong Project Management
• Ability to multi-task across a number of different projects and business units
• Provide timely communication (oral or written) to the Level 2 support or other management personnel as needed
• Promptly consult Level 2 support or other management personnel regarding quality issues to determine acceptability or course of action
• Maintain confidentiality regarding employee, company, and customer information

Help Desk Services Coordinator Resume Examples & Samples

• 1-2 years of experience in the IT field or equivalent work experience
• High school diploma, GED or equivalent
• Ability to follow established procedures on routine work and detailed instructions on new assignments
• Ability to recognize the need for occasional deviation from accepted practice
• Ability to respond promptly and consistently to changing customer needs and circumstances
• Understanding of productivity suite software (i.e. Microsoft Office)

Help Desk Tech-swing Shift Resume Examples & Samples

• Demonstrating outstanding internal and external service in accordance with “Red Carpet Service” program guidelines
• Coordinating with IT team to take work orders, prioritize and resolve computer system issues
• Providing technical and user support for all business applications and systems, including personal computers
• Performing business application and system installations, upgrades, conversions and deletions to personal computers
• Creating programs and queries to produce reports, mailing lists, and labels for various departments
• Performing security administration functions and helps ensure data integrity of users
• Installing software and upgrades as needed
• Assisting in implementation of disaster preparedness and recovery plan
• Responding as needed to inquries or complaints from internal and/or external guests
• Attend departmental and company meetings as required
• Bachelor's degree (BA) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience
• Additional demonstrable knowledge or experience in other IT related areas is helpful
• Basic math skills such as adding, subtracting, fractions, decimals, percentages etc
• Must be willing to work some evenings/weekends and/or share night-and-weekend on-call duty as part of the IT department team
• Ability to read, write, comprehend and speak English
• Ability to understand and perform duties in accordance with

Critsit Help Desk Escalations Specialist Portuguese Speaking Resume Examples & Samples

• Managing Premier Customers’ and Partners’ Critical Situation incidents to ensure that the CritSit process is being followed and any need of escalation is addressed
• Expand internal visibility of Premier Customers’ Critical Situations with Executive level status summaries
• Collaborate effectively with the customer and internal groups to solve customer issues and improve business processes in the quickest way possible

Critsit Help Desk Escalations Specialist Resume Examples & Samples

• Address high priority customer’s escalations needs, for critical and high-visibility problems impacting Microsoft’s strategic Premier customers (Critical Situations) and Partners
• Provide timely, reliable and high-quality response to complex customer escalations
• Provide mentor assistance to Premier TAMs and CSS Support Engineers regarding the CritSit process when required to ensure successful execution
• Interface with various departments within the Customer and Partner to drive resolution, up to the executive level as necessary
• Interface with various Microsoft groups to drive resolution, up to the executive level as necessary
• Positively impact customer satisfaction by
• Delivery of a high quality customer and partner experience through timely and effective Response to internal and external customer needs; owning active Critical Situations
• Deliver a high quality customer and partner experience through timely and effective Resolution of customer’s issues in the quickest way possible

Help Desk Escalation Specialists Surface Resume Examples & Samples

• Provide the highest level of technical and customer support for tablets with business clients
• Recognize and respond to customer needs and demonstrate sincere commitment to resolving customer needs
• Probe customers to identify underlying issues and pose critical questions
• Search and retrieve information from various databases for the customer
• Demonstrate a sincere commitment to resolving the needs of the customer
• Respond to customer frustrations using excellent interpersonal and communication skills
• Explain concepts and present technical information clearly to business customers; identify the level of technical knowledge of the customer and adjust technical communications to solve customer need
• Complete case notes in the call tracking database accurately

Junior Help Desk / Systems Technician Resume Examples & Samples

• Basic scripting
• Follow up and close the loop with all customers….internal and external
• Ability to work successfully in an agile, team-based environment
• Potential to conceptualize technical specifications based on conversations with business customers (internal and external)
• Self-directed/self-motivated
• Desire to learn, improve skills
• Enjoys challenges, problem-solving
• TS/SCI w/polygraph security clearance required
• 6 years of relevant experience with IT and mission applications
• Must be competent and able to work at the highest technical level analyzing systems applications when
• Responsible for providing Tier 1 and Tier 2 support for: Databases, Systems Hardware or Production of
• Support Includes: Help Desk Assistance, Triage, Resolution Activities, Systems Monitoring, Service
• Provides consistent high quality telephone customer service to panelists
• Answers between 50-100 incoming calls daily in a confident and courteous manner
• Troubleshoots and resolves all scanner issues
• Answers general inquiries, i.e. point balances, membership, surveys and gift orders
• Builds and maintains relationships with clients by providing prompt and accurate service
• Consistently maintains and updates call “Comments” in the panelist database accurately
• Keeps current on all new panelist issues and procedures
• Reviews Outlook email daily for departmental updates and work requests
• Responds to assigned Panelists’ inquiries via email in accordance to service level
• Make outbound calls to panelists to improve client loyalty and retention
• Requires frequent contact with management team for quality control and performance feedback including but not limited to call monitoring and side by side coaching
• Able to operate general office equipment (i.e. copier, fax, phone) and sit at a desk for extended periods of time
• Working knowledge of Microsoft Office applications
• Good oral/written communication skills
• Strong attention to detail with the ability to solve problems
• Organizational, interpersonal and motivational skills and ability to interface with all levels of staff and management
• Flexibility with new assignments and work flexible hours
• High School diploma or GED or equivalent work experience
• A minimum of 1 + years of customer service or call center experience
• Duties may include setting up administrator and service accounts, maintaining system documentation, tuning system performance, and installing software on servers and workstations
• Conducts capacity and performance analysis. Provides system configuration change and upgrade recommendations
• Work with internal and external organizations to support various customer user level requirements, including resolving elevated end user support requests, and researching and deploying advanced technologies
• Implement approved system security policies to include the configuration of user access and permission across a variety of systems
• Experience with troubleshooting, proactively identifying issues and driving them to resolution
• Available during off hours and weekends for routine maintenance and unplanned support issues

Help Desk Team Member Resume Examples & Samples

• At least two years' hard lines retail management experience that includes P&L, staff supervision, shrink control and payroll
• Minimum of a high school diploma/GED ( a bachelor's degree in a business, agriculture or related field is desirable)
• Ability to relocate within your district if necessary
• Minimum of two years hard lines retail management experience required
• High school diploma or the equivalent
• Bachelor degree in agricultural-science or business related field desired
• P&L, scheduling and payroll management experience required
• Shrink control experience required
• Team member staffing, hiring, supervision and counseling experience required
• Must have a Valid Driver's License if you drive for company business
• Highly motivated leader capable of motivating others to achieve company goals
• Strong interpersonal skills and ability to resolve issues ethically and with minimal conflict
• Perform and execute principle responsibilities
• Process information / merchandise through system and POS Register system
• Communicate effectively with team members and customers
• Read, write, and count to accurately complete all documentation
• Freely access all areas of the store including selling floor, side lot, stock area and register area
• Move and transfer merchandise generally weighing 0 -- 50 pounds throughout the store
• Work a minimum of 52 hours per week
• Travel to other store locations and to company functions
• Understands basic fundamental concepts, theories and principles of the discipline
• Resolves routine technical problems of limited scope following standard instructions or procedures
• Service Desk (Practice Specific)
• Demonstrates customer service mindset
• Possesses exposure to Windows and/or Mac platforms
• Displays willingness to learn
• 1-2 years of experience at a technical service desk/call center providing technical support via phone to end users possessing varied levels of technical knowledge, or equivalent The Company experience
• Excellent systematic problem-solving skills, ability to think "outside the box" and understand department needs, e.g. awareness of calls in queue, real-time trending and staffing concerns
• Proficiency with Windows and Microsoft Office products
• Microsoft Office Suite or similar product knowledge is required
• 1 year Technical Experience
• 3 years Customer Service
• 4 year Degree in an IT related field
• Determine the most effective manner to resolve customer's technical issue
• Engages in research and in depth troubleshooting to resolve technical issues
• Use and maintain a comprehensive knowledge repository for solutions to customer inquiries
• Verify suggested solutions effectively resolve the customer issue via phone, chat, or email support
• Record required customer and problem information in a ticketing system
• Update tickets with appropriate entries of activities, and closes tickets with resolution entered upon completion
• Maintain a high level of world class customer service/professionalism to a wide range of customers
• 6 months help desk experience
• Excellent communication and interpersonal skills
• Ability to work as a team player
• Able to obtain and maintain required Government Clearance as needed
• 2 years help desk experience
• Experience working in a fast paced environment
• Assists with the installation, configuration, and support of Retail POS and related peripheral equipment
• Works with help-desk team to determine and resolve problems as it pertains to POS, Back Office, Mobile, and Networks
• Provide first level support when necessary to customers, assisting them with hardware and software problems as they relate to all Store Technology via phone, email, or remote desktop support
• Maintain appropriate documentation and resolution information through our ITSM tool, ServiceNow
• Technical resolution - troubleshooting, diagnosing and resolving retail application issues through a full incident life-cycle
• Support ticket management - managing tickets through our Service Now tool, by taking ownership and providing accurate updates
• Shift flexibility - flexibility to work evenings and weekends is a must
• Process driven - Ability to follow documentation to fix issues in a series of steps
• Commitment to improvement - Contributing new information to our knowledge base and bringing ideas to the team
• Communication Skills - Professional and effective communication skills over multiple media: Telephone, email, in-person

Director, TSC Help Desk Operations Resume Examples & Samples

• Help Desk / Service Desk Operations
• 5+ years technical / operational leadership experience
• Direct team management experience of 75 - 100 staff
• 5+ years help desk / call center leadership experience
• International business experience / understanding
• Utilize Altiris/Symantec Ticketing system for Incident Management
• Researches, evaluates and recommends new hardware and software technologies
• Prepares monthly status reports, project summaries, and technical recommendations
• Utilizes the IT Project Management tool and procedures for appropriate projects
• Windows 7 and 10
• Call Center
• 24/7 Availability needed. Shift bids every 4 months
• Efficiently probe to understand the callers issue and quickly resolve or escalate the issue
• Maintain customer service skills and focus while taking calls
• Provide quality customer service through communication, composure, empathy, helpfulness, and flexibility
• Diagnose, research, classify, resolve, and assign technical and procedural issues as outlined in Support documentation
• Communicate effectively to store employees in a manner that is easy to understand and non-technical
• Understand the business impact of issues a customer reports, have a genuine concern for their situation and act appropriately
• Identify and report improvements by utilizing the department documentation update process
• Passion for customer service and resolving issues
• At least 1 year of Service Desk or equivalent job experience. Retail experience is a plus
• Capable of learning both technical and procedural components of the Company environment
• Must be able to handle ambiguity

IT Data Entry Clerk & Level Help Desk-univ of Minnesota Resume Examples & Samples

• Enter/edit product information in cash register management system
• Review/edit data to insure accuracy
• Provide requested information/reports as requested
• Filing and other administrative duties as assigned
• Support other IS/IT projects as assigned
• Responds to telephone calls, email and personnel requests for desktop hardware/software support
• Identifies, researches, and resolves technical problems both over the phone and in the field
• Documents, tracks and monitors technical problems to ensure a timely resolution
• Prepares workstations by configuring hardware, software, and network settings, printers and peripherals
• Associates degree or higher and/or a combination of 2+ years of relevant experience

Technical Help Desk-level Resume Examples & Samples

• Excellent Verbal and Written Communication Skills
• Troubleshooting and Analytical Skills
• Teaming skills
• Must Have strong skills with AIX 5.2/5.3/6.1 and SUSE Linux SLES 10/11 Operating System in large enterprise environment
• Good understanding of XEN virtualization, Pacemaker and DRBD on SUSE Linux in large enterprise environment
• Knowledge of Windows 2003/2008 Operating System
• Knowledge of Vormetric Encryption on AIX and SUSE Linux Operating System
• Strong skills with Incident and Change management using Remedy 7
• Strong skills with Shell Scripting (Korn, Bash, Perl)
• Strong Leadership skills
• Basic to Intermediate HW Skills to include: BladeCenter, Advance Management Modules & Nortel Switches, pSeries, xSeries(x3650), N-Series (3700, 3300, 5200) Storage, EMC Clarion Storage, DS3200/DS3400 Storage
• Basic to Intermediate SW Skills to include: TSM (5.x) , CBMR (5.x, 6.x) , AIX OS Maintenance Level and SUSE Linux Service Pack updates
• Basic to Intermediate Networking Skills to include: Switches (BNT, SCM, SAS, Cisco) , TCP/IP, VLAN/bonding (configuration and troubleshooting)
• Nice to have but not required would be experience with Retail industry Infrastructure

Help Desk Service Analyst Resume Examples & Samples

• Provide excellent customer service support to firm associates for core MS Office products or other hardware and software issues of low complexity. Resolve issues in accordance with HelpDesk Procedures
• Provide on-site issue resolution of hardware and software issues of low complexity in assigned offices
• Act as the IT liaison between firm associates and other support staff in the process of issue resolution for escalated issues
• Acquire and maintain knowledge of firm systems and support policies and procedures
• Record all actions, communications, and resolutions for issues being investigated in appropriate systems according to firm policies and procedures
• Escalate complex hardware and software issues per HelpDesk policy
• Provide on-call support outside of normal business hours for firm associates hardware and software issues on a rotating schedule with other Service Analysts
• Review and maintain Help Desk documentation and knowledge base as directed or indicated according to firm policies and procedures
• Review and recommend improvements to service support procedures
• Participate in IT projects as directed
• Requires a High School Diploma or an equivalent combination of education and experience
• An Associate Degree in Information Technology would be preferred
• Prior computer system experience including Windows Operating System and knowledge of Microsoft Office products
• Hardware maintenance and repair skills desired
• Proficient in Word, Excel, and Outlook
• Other: Experience with Power Point preferred
• Emphasize courtesy, clarity, and accuracy in all communications with customers and others in IS
• Triage incidents and service requests in a professional manner via approved tools
• Troubleshoot the caller/requestor's issue and resolve upon first contact when appropriate
• Accurately record and document relevant details of the issue or service request, in order to triage to the correct resource or fulfillment team
• Proactive, fun, friendly, self-starting personality
• Extreme reliability, punctuality and flexibility to cover for peers when needed
• Someone who makes you smile
• Accurate and precise organization and documentation skills

Help Desk / Technical Associate Resume Examples & Samples

• A+ certification (Would Be Nice)
• Time Management
• Works well as part of a team-Demonstrates a general technical aptitude
• Receives coaching in an open manner
• Demonstrates good oral and written communication skills
• Learns technical topics in an effective manner
• Demonstrates solid time management skills
• Has solid customer service skills
• Follows standard operation processes
• Follows role requirements and accurate time recording
• Has ability to lift and move objects weighing up to 50 pounds
• Some overtime and weekend work
• 1-2 years of technical help desk experience
• Must possess strong interpersonal, organizational, and documentation skills
• A+ Certification is preferred

Oracle Financial Help Desk Accountant Resume Examples & Samples

• Bachelor's Degree in Accounting, Business Administration, Technology or equivalent major
• 2 years of accounting experience
• Basic accounting principles knowledge
• Experience with Enterprise Resource Planning (ERP) systems, especially Oracle Financials
• Proficiency with Microsoft Office programs, especially MS Excel (pivot tables, V-lookups, analysis)
• Fluency in both written and spoken English
• Availability to work at least one Saturday a month for weekly / monthly processing
• Provide superior customer service when addressing corporate and retail store technical issues
• Escalate more complex or urgent matters to appropriate resource
• Conducts follow-up calls to customers to close out requests
• 1-2 years related experience and/or technical training; or equivalent combination of education and related experience
• Knowledge of help desk support and familiarity with help desk software including ticketing systems
• Understands, through direct experience, basic retail operations including cabling; payment systems; label and form printers
• Associate's Degree in Computer Science, Information Systems, etc. or equivalent work experience
• Technical training certifications preferred
• Knowledge of Windows/Macintosh operating systems and ability to troubleshoot issues and demonstrate problem solving techniques for local and remote users
• Self-motivated and strong analytical / problem solving skills
• Ability to collaborate at all levels of the organization and across other functional areas.EEO/AA/M/F/Veteran/Disabled
• Monitor, update and maintain tickets in defined ticketing system
• Candidate will need 3+ years of experience working in a technical support desk environment supporting end users
• Proactive attitude and proven ability to provide courteous and professional service
• Office 365 experience preferred
• Experience with Remote Desktop troubleshooting and issue resolution
• 3+ years of experience in implementing, troubleshooting and supporting end user technologies & services in medium to large sized environments
• 3+ years of Windows OS administration, configuration and troubleshooting experience
• Microsoft Intune or equivalent MDM experience with managing mobile devices, configuring mobile policies and deploying mobile applications
• Demonstrated knowledge of key technologies including Enterprise Mobility, Office 365, Collaboration, Messaging, Video Conference equipment and Unified communication
• 3+ years of Technical Service Desk Experience

Comp Ops / Help Desk Apprentice Resume Examples & Samples

• Assist senior personnel in incident management and documentation which includes call and problem handling/escalation (accurately collect, analyze information, and escalate). 60% of the time at the Help Desk
• Prioritize and handle multiple tasks, pay close attention to detail
• Assist the support of Tier 1 network, mainframe and client server application monitoring and/or escalation to ensure 24x7 availability
• Team environment with situations involving minimal decision making
• Candidate must have the ability to prioritize tasks, handle multiple tasks and pay close attention to detail
• Must have the ability to learn a computer operations job through on-the-job training and computerized course work
• This is a 3 or 4 day, 8 hour day or night time shift. The position requires flexibility to work weekends and holidays as required
• Three or more years of related technical and managerial experience in a help desk environment supporting Desktop, Wide Area Network, Local Area Network equipment and other crucial functions like new and upgraded software and hardware
• Demonstrated management and decision making skills concerning Information Systems policies, processes and procedures, with a proven track record of completing tasks and maintaining project schedule
• Ability to manage multiple high priority initiatives in a fast paced highly technical environment
• Bachelor’s degree or higher education degree
• Eight or more years of related technical and managerial experience in a help desk environment supporting Desktop, Wide Area Network, Local Area Network equipment and other crucial functions like new and upgraded software and hardware (list of software and hardware below)
• Dell laptops and Desktops
• Microsoft O/S 2007
• Lexmark Local Printers
• Microsoft Office Professional Suites 2010
• HP and Xerox Network Printers
• Internet Explorer 11 & Mozilla Firefox
• Fujitsu fi-5220, fi-6230 Flatbed Scanners
• Oracle Siebel 8.1.1 14 Patchset 6 CRM Public Sector
• Symbol Handheld scanners
• Printer drivers HP & Cannon network printers
• Barcode Logics RF Wireless Scanners
• Print drivers for Lexmark local printers
• Microsoft Outlook 2010
• Adobe Flash Player
• Adobe Reader
• McAfee Antivirus software
• Cisco Jabber
• FileZilla FTP
• WinZip 19.0
• Microsoft Visio Viewer
• Microsoft Silverlight
• Windows Media Player
• Apple QuickTime
• WordPerfect
• Micro Express
• Cyberlink PowerDVD
• In addition to the standard software the following COTS applications are used
• Adobe Acrobat Professional XI
• Oracle Version 11.2.0.3
• MacBook Pro Notebook and Mac Desktops
• Mac OS X 10.5.8; Mac OS X 10.6.8; Mac OS X 10.7.5; Mac OS X 10.7.4; and Mac OS X 10.9.5
• Help Desk/IT Services

Help Desk / Videoconferencing Administrator Resume Examples & Samples

• Resolving day-to-day help desk issues
• Identifies researches and resolves technical problems
• Daily operational support and coordination for all videoconferencing/telepresence services throughout the Amicus Therapeutics Inc
• Maintain knowledge of and establish video/conferencing standards
• Ensure conferences are set up correctly before meetings and connected on time
• Monitor and attend meetings as needed
• Train end users on the appropriate use of the equipment
• Conduct weekly conference room tests to ensure equipment is working properly
• Provide ongoing maintenance and coordinate with vendor services at all locations
• Stay abreast of new state-of-the-art videoconferencing equipment for future needs
• Assist with other audio-visual needs and meeting support throughout the Amicus Therapeutics
• Experience with configuring and supporting Skype for Business
• Experience with configuring and supporting BlueJeans videoconferencing
• Experience with configuration of Outlook/Exchange; Able to solve Outlook configuration issues such as permissions, calendars sharing, emails and data migration
• Install all new hardware, systems, and software
• Install, configure and maintain network services, equipment, and devices
• Manage user accounts, permissions, email, AV, anti-spam, anti-malware, etc
• Manage Smartphones devices
• Proficient in the Windows Operating environments for Windows 2008/2012 servers and Windows XP/7 workstation systems
• Experienced supporting Microsoft Office 2013
• Excellent analytical and problem-solving skills to troubleshoot systems problems
• Excellent communication skills to communicate with support personnel, customers, and managers
• Answering 25-35 technical phone calls daily in regards to issues related to email, desktop, hardware, printers, banking applications, etc.)
• Logging tickets
• Resolving issues
• Escalating situation when necessary
• Closing tickets
• Interacting with internal bank clients in this role
• 2-3 years of help desk experience
• Experience resolving issues in relation to email (Outlook), mobile devices (Blackberry & iOS), laptops, printers, applications, hardware, Windows 7, and desktops)
• Desktop imaging experience
• A+ or MCSE certification
• 2+ years Help Desk experience
• 2+ years troubleshooting experience with Network and Desktop environments
• Knowledge and/or experience with internal server/mainframe applications such as: Shares, QIK, MAPPER, IBM/TSO/TPX, and SCEPTRE

Accounts Payable Help Desk Auditor Resume Examples & Samples

• High School Diploma and minimum 1 year of Finance related experience
• Experience working in an Accounts Payable role
• Experience working with Microsoft Office products, specifically Excel
• A Bachelor's degree in Accounting, Finance, or Business
• Ability to trouble shoot office suite is the main skill set for this person. The rest can be taught
• Experience working on an enterprise desk supporting over 300 employees is preferred
• Performs first-level core troubleshooting on hardware/software systems problems; answers questions, provides technical solutions, and follows up to assist users in solving their information systems problems in a continuous user-support environment
• Associate degree in a technical or computer related field of study, or equivalent related experience
• Help desk or customer support environment supporting various hardware, software and personal computer tools (1 year)
• Retail Point of Sale systems and or computing systems (1 year) Required Knowledge, Skills and Abilities
• Ability to work with users of various levels of computer knowledge
• 3-5 years desktop support experience
• Demonstrated ability to multi-task
• Familiarity with Database System
• Associates Degree

Co-op Internship Help Desk Resume Examples & Samples

• Enter all cases into the Salesforce ticketing system insuring accurate and complete information is in each case, route cases to the appropriate queues
• Communicate effectively with users to determine and resolve common problems and requests in compliance with established service level agreements
• Act as a liaison between the end-user community and the IT staff, including escalation of cases to 2nd level support and feedback to the users
• As required, assist in desktop support activities (installations, moves/adds/changes, software installation, and some trouble shooting
• Will assist in creating Excel spreadsheets and graphs for group metrics and the documentation of draft Help Desk policies and procedures
• This position requires that individual participate in on-call rotation with a laptop and cell phone. Undertake virtually any other task that may be necessary to create an outstanding environment for the growth of a value-driven company
• Qualified candidates must be currently attending school, pursuing either Bachelor's or Master's degree
• This position requires 20 hours per week at Aspect’s Phoenix office
• Learn and develop the troubleshooting and resolution skills required to address hardware and software problems on computer systems and other supported hardware (mobile devices, phones, voicemail, projectors, etc.)
• Perform consistent follow-up with users to ensure complete resolution and user satisfaction
• Learn the Bain image and PC configuration and testing process to build and deploy notebook and desktop computers
• Develop the skills required to support the varied Audio-Visual equipment your local office and in the other offices across the local region (Projectors, Videoconference Units etc)
• Develop best practices in the IT environment through experience sharing across the TSG staff in the other offices across the region and globally
• Learn to coordinate off-site repairs with external vendors
• Participate in Global projects on a requested and volunteer basis
• Provide off-hours, weekend and holiday coverage as needed
• Excellent customer service skills are paramount to success in this position
• Resolves basic software/hardware matters of significance pertaining to networking connectivity issues, printers, servers, and applications to meet business needs
• Performs basic troubleshooting to isolate and diagnose common system problems; documents system events to ensure continuous functioning
• Upgrades routine system software and hardware components as required to meet business needs. Uses prescribed protocols and procedures to ensure upgrades are occurring in accordance with established parameters
• Upgrades and configures basic system files and services to enhance performance
• 1+ years of experience with computer systems or networking
• Communication skills for communicating with support personnel, customers, and managers
• Reset/re-enable of Visa Online passwords of existing single users or high risk applications based on existing criteria while validating profile information
• Entitle users on to the multiple build in VOL applications/subscriptions, ensuring credentials and permissions are granted by the correct application's owner. These request may be single user or bulk request received via email or the VEM tool
• Enrollment of new users on to the VOL web based tool, reviewing, requesting missing and updating any necessary information in the user's profile based on defined access control guidelines
• Provide first level technical support to troubleshoot, analyze and resolve applications access and usage issues
• Perform off boarding profile deletions for clients as well as Visa staff while providing a high level of privacy
• Perform similar access control support functions as in VOL for specialized services (IFD, Visa Risk, ICS/PCS Direct)
• Work directly with clients and application's owners on issue resolution
• Support customer initiatives and escalates issues to the correct point if contact
• Take initiative to escalate any issues challenging client satisfaction or service targets
• Communicate verbally and in writing with clients, multiple application owners, business office development groups and other stake holders
• Educate clients on all supported product and software applications, usage, and functionality; ensuring client understands best practices
• Manage phone hotlines, assigned regular and specialized email requests, and requests on the VOL web based application to ensure that support service levels are met and/or exceeded
• Leverages on a CRM tool to track daily work and other related services
• Responsible for the distribution of work to others and its own work assignments
• Assist in compiling data for reports as requested
• Work on projects that require some level of expertise

Co-op Help Desk Resume Examples & Samples

• Provide 1st level telephone support for standard applications and basic network administration to internal customers
• Participate on selected projects aimed at optimizing the IT process and increasing the quality of service provided to our customers
• Resolve 40% - 60% of problems directly with the client via remote control software, account management and other tools
• Participate as an active member of the Help Desk team
• Provide reports and updates to the Help Desk Team Leader on a regular basis
• Will be responsible for contributing to the documentation of a new hire training guide
• Previous experience in an IT Help Desk or Technical Support function preferred
• This position requires 20 hours per week at Aspect’s Chelmsford office
• This employer will not sponsor applicants for work visas
• Only local candidates will be considered, relocation assistance will not be provided
• Physical requirements include sitting for long periods of time

Help Desk Service Specialist Resume Examples & Samples

• Assist technical staff and end-users with the replacement of desktop and notebook computers; this service will require the transfer of locally-stored data files, if any, to the user’s OneDrive for Business account in Office 365, as well as the transfer of the user’s system settings from the old to the new computer
• Manage service desk tickets from initiation through completion or assignment to colleagues; track progress, keep record of issue/request resolutions, etc
• Install software and peripheral computer equipment; hardware, printers, and monitors
• Assist technical staff with the transfer of data files from obsolete servers to new platforms, including SharePoint online, OneDrive for Business, and new Windows Server systems, as instructed by the Deputy Director
• Manage equipment and inventory; tag new assets, install and image new equipment for deployment, and remove all proprietary data prior to surplus
• Provide general administrative support
• Accredited Associates degree in Information Technology and two (2) years of help desk, technical support, or related experience; OR accredited Bachelor’s degree and one (1) year of experience. Plus, a CompTIA A+ certification, or equivalent
• Windows Server – intermediate level of proficiency, or higher, is required
• Windows 7/8/10 – intermediate level of proficiency, or higher, is required
• SharePoint, OneDrive for Business, and Office 365 – beginner level of proficiency, or higher, is desired but not required
• PowerShell script development is desired but not required
• Ability to lift and carry items weighing up to 50 pounds

Help Desk-monitor Resume Examples & Samples

• Solid communication skills (verbal, written, listening)
• Sound customer service skills
• Intermediate level computer skills: Microsoft Suite, SharePoint, OneNote, Lync SoftPhone
• Providing a high level of customer service to internal employees and end users
• Provide first level support for IT relating to desktop technologies, hardware, software, networking, etc
• Handle IT installations for all end users
• Escalate complex issues to Tier 2 as appropriate
• Ensuring all issues are logged in ITSM ticketing tool and maintaining/adding to existing documentation
• Maintain relationships with third-party vendors
• Experience supporting both computer hardware and software

Secret Cleared Help Desk Tier-iii Technician Resume Examples & Samples

• 1-2 years of experience on a HD- ideally in an enterprise environment
• Ability to resolve general hardware and software problems with customers having little or no background in computers
• Ability to conduct component level diagnostics
• Ability to maintain documentation for procedures and processes, as well as, maintenance logs and equipment databases
• Extensive experience in Microsoft based platforms (Windows XP, Windows 7, Microsoft Office Suite, Etc.)
• Significant understanding of Active Directory (Account Management, Organizational Units, Mailbox Management, Exchange features)
• Significant experience in understanding of Network, LAN, VLAN (troubleshooting and setting up printers on network, identifying network versus local based issues)
• Able to lead and manage projects (coordinating with other branches of IT, team player
• Properly enter all calls into the helpdesk system Use predefined triage processes to troubleshoot and resolve or escalate to the appropriate resource within allowed Service Level Agreement parameters. Ability to use remote desktop applications in order to troubleshoot end user PC related problems
• Ability to resolve standard documented problems with minimal assistance
• Able to demonstrate proficiency with Helpdesk tools, Microsoft operating systems, MS Office applications and anti-virus software, and communications technology devices
• Knowledge of all necessary web based tools as it applies to the position (i.e. ProActa, Help desk call tracking applications, etc.)
• Strong organizational skills and ability to attend to details
• Education Minimum: High School Diploma or equivalent No less than one entry level certification (A+, N+, or OEM vendor certification)
• You have the ability to work in a fast-paced, team environment
• You possess strong communication skills
• You demonstrate a positive customer service attitude coupled with the ability to manage multiple client engagements
• You are self-motivated and an efficient problem solver
• 0-3 years of relevant professional experience in a support/helpdesk position
• Knowledge of Microsoft Office (including Outlook)
• Responsible for the day to day management and performance of the End User Desk-Side Support Team
• Responsible for staff scheduling to ensure coverage meets defined hours of business
• Will monitor and assist with managing partners (vendors) in the day to day delivery of IT services this includes support processes and procedures as required
• Will monitor, track and report on key performance metrics
• Will Manage and maintain the incident and service management (ITIL) process
• Provides timely communication and updates to all stakeholders for major incidents
• Actively manage business expectations and escalations and proactively act to identify and action issues before they become complaints/escalations
• To develop and maintain documentation and standards to ensure a consistent and effective means of support is provided on day to day basis
• Assist the Client Services Manager with performance reviews and team objectives relative to defined KPIs (SLA’s)
• Work with the Client Services Manager for assigned projects and other duties as assigned
• Previous experience (5-7 yrs) in a support function working in an IT operations role
• Trained in basic computer administration obtained through completion of technical vocational training or equivalent combination of experience and education; normally requires Bachelor’s Degree of computer sciences or similar
• Experience and knowledge of with ITIL and ITSM with certification
• Ability to communicate effectively both orally and in writing (English; French is an asset)
• Ability to resolve customer issues quickly and creatively in order to improve customer satisfaction
• (2) years working on a Service Desk
• Ability to meet critical timelines in a rapidly changing environment
• Must be willing to work at the companies office locations in San Antonio and Regional Offices as required
• Address user questions
• Document lessons learned and provide a written report of same
• Provide support in accordance with Standard Operating Procedures (SOP's)
• Maintain, troubleshoot, administer, manage user accounts on Microsoft Active Directory System
• Maintain, troubleshoot, administer, manage user accounts on Microsoft Exchange including Exchange mail stores
• Maintain, troubleshoot, administer, manage user accounts on other enterprise applications and systems as assigned
• Follow Incident and Request Management process for account administration
• Document issues and troubleshooting steps in Incident Management system and knowledge base
• Assist other Access Administrators as needed
• Resolve Service Desk tickets as assigned
• Provide end-user training as appropriate
• Field incoming access requests from end users via ticketing tool, telephone and e-mail in a courteous manner
• Assist in cross training & documentation within immediate support team
• Actively seek opportunities for service improvement, recognizing the needs and expectations of our clients
• Provide knowledge transfer and mentoring of other team members when required
• Prioritize and schedule access requests
• University Degree or College Diploma in a computer related field or equivalent work experience
• ITIL Foundations certification preferred
• Extensive knowledge of Microsoft Exchange and Active Directory
• Microsoft or other widely recognized technology certifications
• Experience in a health related field is an asset
• Multiple years of Microsoft Active Directory 2003 / 2007 or newer administration experience
• Multiple years of Microsoft Exchange 2007 / 2010 / 2013 or newer administration experience
• Experience with MIS dictionary within Meditech
• Experience with other Health Care applications an asset
• Proficiency in Windows 7 and all MS Office products
• Builds rapport and leverages customer relationships with existing and potential borrowers with the goal of meeting customer needs and exceeding their expectations
• Analyze customers' financial situations and provide the appropriate solution by advising customers as to the appropriate loan product for them
• Excel in a fast paced environment with the ability to multitask and follow up with multiple customer and work on multiple files each and every day
• Accept multiple live, qualified inbound leads daily
• Lock loans at point of sale, request initial documents from the customer, and submit an initial, paperless loan package to production staff
• Structure and price loans accurately
• 2+ years' full time refinance loan origination experience; call center environment preferred
• Strong desire to succeed in a sales environment and be a top producer
• Ability to correctly and accurately structure and price loans
• Complete knowledge of conventional and government loan programs (purchase and refinance)
• Current CA DBO and NMLS license
• Four or more additional state NMLS licenses preferred
• Excellent communication and relationship skills
• Self-motivated, self-starting professional
• Detail oriented with strong organizational and follow through skills
• Truly independent mortgage sales professional
• Bilingual; ability to read, write and speak Spanish is a plus but not required
• Two or more recent years' full time loan origination experience, preferably in a call center environment
• Minimum of four approved state licenses through the NMLS

Analyst, Help Desk Resume Examples & Samples

• Provide end user support and monitor, track, and resolve trouble calls
• Install PC hardware and software as needed on desktop computer systems
• Identify and research issues, evaluate and recommend solutions, and coordinate IS staff to effect change
• Identify opportunities for operational improvements through improved manual processes, information systems or both
• May be required to guide, train, or coordinate activities of other staff.. Performs other duties as assigned
• Provide technical customer service to various users, answer questions and resolve issues over the phone or via remote desktop access
• Perform first line support, troubleshoot, diagnose and resolve Network, System, Desktop, and User issues (i.e. password resets, access and application issues, user accounts, active directory, etc)
• Open, track and escalate requests via Helpdesk System; follow up and ensure resolution within specified timeframes
• Partner with various vendors, system administrators, and senior associates to ensure resolution to escalated technical issues
• Position has high level systems access and ability to remote into computers
• Position does not affect general ledger, wire transfer or cash
• High School Diploma or equivalent required; Associate’s Degree in Information Technology or related field a plus
• Minimum 1 year of Helpdesk or related technical assistance experience required
• Knowledge of Windows, Remote Desktop Protocol (RDP), Microsoft Office, PC, Laptop, Blackberry, and Active Directory
• Customer service oriented with strong interpersonal skills; able to respond promptly to client needs, follow through and resolve issues in a pleasant and helpful manner
• Ability to communicate well with technical and non-technical audiences
• Team player with a positive can-do attitude; good time management skills, able to prioritize, multi-task and meet deadlines

Help Desk-it Resume Examples & Samples

• Driving to different sites and offices will be required occasionally
• Provide remote technical support on a help desk and training on a company-wide basis to all levels of users. This includes trouble ticket resolution, development of user applications, and on-site training/assistance for workstations
• Load base images, install 3rd party software, and deploy computers
• Report and research solutions to issues, create installation procedures, following-up with customers, and making sure escalations are made (when needed)
• Support, LAN connected, Windows/UNIX client workstations and application software (Internet, Email, Word, Excel, Access, Outlook, PowerPoint, McAfee)
• Utilize Microsoft SMS (Systems Management Server) to inventory, deploy, and manage software applications
• LAN administration
• Record support incidents and requests in our ServiceNow service management system, monitor and manage the Service Desk ticket queue and document solutions using our knowledge management system
• Escalate “high-priority” tickets as needed
• Maintain a high degree of customer service for all support requests
• Perform special projects as assigned/required
• Maintain updated knowledge on computer hardware and software
• Excellent telephone soft skills
• Good analytical and troubleshooting skills are required
• Strong knowledge of Microsoft based operating systems, Mac OS operating systems and suites
• Able to read and understand manuals pertaining to operations of computer hardware and software
• Familiarity with search engines advance usage and using them to solve obscure issues
• Professional certifications a plus (Windows 7, Microsoft Desktop Support, ITIL)
• Professional certifications desired (CompTIA A+, Microsoft Certified Desktop Support, ITIL, etc.)
• Able to work independently as well as be a team player
• Individual must be customer focused and have a sense of urgency
• Excellent computer and written/verbal communications skills
• Be intuitive, have great follow through skills as well as Hardware/software troubleshooting abilities
• Must be able to deal effectively with all types of internal/external customers
• This position is located in Lexington, KY
• 1-2 years of customer service and technical support in a call center environment
• Technical support experience
• Bachelor of Science (BS)
• Triage incidents and service requests in a professional manner via approved tools (ITSM, Service Catalog, etc.)
• Review employee-self-service submissions for completeness and clarity - gather additional detail when needed prior to routing to resource teams
• Escalate issues as needed to peers, leaders, and other IS teams per established guidelines
• Notifies peers, leaders when he/she needs assistance, additional clarity, or guidance
• Provides constructive feedback on IS or Service Desk processes
• Leverage internal resources (knowledge base, team sites) to efficiently route or resolve issues
• Respond to end-user inquiries regarding the status of incidents or requests
• Competent in 1 or more service markets (CA, OR, Swedish, Western WA, Eastern WA, Montana, Alaska, Community Connect, Epic, MyChart/MyProv)
• Provide clients assistance with technical inquires primarily over the phone
• Participate in the preparation of procedure manuals, technical documentation, disaster recovery documentation, and end-user documents
• Participate in the testing of proprietary and/or supported software, as necessary
• Fundamental understanding of IT including workstation software and hardware information
• Demonstrated ability to work effectively under stressful situations and help resolve client issues with effective communication; Professional business communication skills
• Ability to work an eight-hour shift between the hours of 5:00 a.m. and 8:00 p.m

Senior Help Desk Associate Resume Examples & Samples

• Provides Customer Service
• Represents the company in a customer support role and is responsible for onsite customer satisfaction with equipment and servicing as well as remote support to Kratos offices nationwide
• Performs customer support activities involving the installation, modification, and repair of equipment and systems
• Refer service outages to IT management
• Supports contractual obligations and specified ISO, CMMI, ITIL, Earned Value or other quality/financial control processes
• Infrastructure Support
• Research, design, develop, test, and oversee the installation of hardware and supervise its fabrication and installation
• Supports identification of hardware problems and problem resolution, preparation of engineering plans and technical documentation and may participate in configuration management activities
• Responsible for evaluating current systems and making recommendations on ways to optimize
• Maintain, monitor and troubleshoot Windows server environments
• Maintain, monitor and troubleshoot network based services: File and Print services, Email, Active Directory, DHCP/DNS/WINS
• Works with Project Teams to plan large scale systems projects through vendor comparison and cost studies
• Conducts on-site installation of equipment and follows established testing procedures to ensure proper working order
• Administrative activities
• Properly document and track incidents, requests and changes using the online ticketing system
• Create new user accounts, update AD accounts when needed
• Generate purchase requisitions when necessary
• Provide and maintain documentation of backup processes and retention periods
• Prepare and maintain written documentation of local site server and application environments
• Organization and Time Management
• Ability to prioritize multiple tasks and work independently with limited supervision
• Ability to meet deadlines and complete projects in a timely manner
• Strong working knowledge of Microsoft server, Microsoft Active Directory
• Working knowledge of Server and PC operating systems - such as Windows 2008 and 2012, Windows 7 and 8
• Working knowledge of PC/LAN application software including word processing (MS Word), spreadsheets (MS Excel) and E-Mail (MS Outlook)
• Ability to interface with technical and engineering personnel in order to discuss technical issues pertaining to problems, purchases or technical specifications
• Bachelor degree in IT, Engineering or related field (preferred)
• Minimum of Five (5) or more years of experience with hardware engineering within an enterprise IT environment
• Minimum of Five (5) years experience testing solutions for interoperability within an enterprise IT environment
• Good interpersonal skills to interact with management and team members
• 3+ years of experience with Active Directory -account set up (unlock, password reset, and move items around)
• Enterprise help desk experience
• 3+ years experience with Windows 7, Office 2010, strong Outlook-2010
• Process first level phone contact, email and personnel requests for technical support within established Service Level time frames (SLA’s)
• Troubleshoot and resolve technical issues related to desktop laptops, laser & label printers, mobile, Exchange, MAC OSX, PCs, general software/hardware installation and a variety of in-house applications, utilizing a ticketing system and remote access application
• Escalate issues to higher level teams when unable to provide First Call Resolutions (FCR’s)
• Maintain service integrity by monitoring open tickets and keeping them consistently updated
• Must be available to work outside of normal working hours or on-call within rotation, as needed
• Help Desk/Service Desk experience in IT support, with a broad background in a variety of roles such as a Help Desk Agent/Technician
• Demonstrated expertise in IT support in retail or field-based environments a plus
• Processes urgent requests for password and session resets to minimize system down-time for GCCS CSR population
• Provides level 1 triage for GCCS workstations and applications, to diagnose issues, detect patterns of impact, and ensure validity of complaints
• Works closely with GCCS management and IT to effectively communicate the day's issues, troubleshooting efforts, and ticket statuses
• Supports regularly scheduled technology projects, including application testing, both pre and post deployment
• Manages severity incidents (application outages, network failure, etc…) with IT support teams and regularly informs impacted lines of business and senior management
• Assist enforcement of Business Continuity Plans related to catastrophic IT failures, security alerts, or weather events
• Responsible for administering multiple call center applications to support call routing (Genesys), call recording (NICE), and user permissions (Siebel, VSAFE, various vendor applications)
• Manages call center staff on-boarding and off-boarding, and maintains responsibility for access controls
• Ascertains compliance controls for GCCS systems, including regularly auditing AD groups and validating privileged access
• Accountable for resolving IT and infrastructure complaints and requests via phone, email, walk up, and instant message
• Minimum of one year experience with general call center technical and/or operations support
• Minimum of one year in a GCCS call center environment preferred
• Advanced knowledge of ticketing systems related to technical support preferred
• Need solid PC skills in a Windows environment. Familiarity with Microsoft Office and Excel is strongly recommended
• Must be able to manage multiple service requests with strict time limits
• Needs ability to make quick decisions based on internal client needs
• Must be accurate, well organized, and detail-oriented
• Ability to work as part of a high-performing team
• Responsible for additional duties as needed in support of the GCCS Call Centers
• Successfully resolve simple to moderate technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems. Respond to service, product, and customer-relations questions on timesheet status. Begin to proactively assist customers to avoid or reduce problem occurrence
• Work is often reviewed by Supervisor or Team Lead
• Articulate in excellent written and verbal communication skills
• Technical troubleshooting with timecards for the providers
• Excellent fluency in language to be supported ENGLISH/CHINESE
• Experience in a phone based remote role, support, e-chat, or similar

Help Desk Team Leader Resume Examples & Samples

• Manage day to day Operational and Administrative Tasks
• Minimum 1 year leadership or supervisory experience in a fast-paced customer-centric environment
• Proficient at MS Outlook, Word and Excel
• Effective feedback, coaching, mentoring skills
• Ability to promote reliability and dependability of Team Members
• Ability to motivate and coach Team Members towards achieving performance targets
• Must be able to multi-task, troubleshoot and thrive in a high paced and highly challenging environment
• Ability to balance Account and IBM requirements as well as end result client expectations
• Ability to work a flexible schedule that may include weekends & holidays, as needed
• Ability to work overtime as needed Motivate a team of Employee Partners to achieve performance targets
• Monitor and track achievements against performance targets
• Provide regular feedback on team and individual performance
• Plans, designs, develops new system architecture. Maintains existing Windows IT systems
• Uses automated tools and scripts to improve efficiency and accuracy
• Business process analysis and system requirements development
• Monitors application status; support application event triage, monitoring, tracking, and correlation and event characterization and escalation, work with vendors as needed for event resolution. Follows up with customer to ensure issue has been resolved
• Provides technical assistance, training and system documentation for users to promote efficient operation of applications
• Experience with Windows operating systems and concepts
• Familiarity with documenting system functionality, source control systems and configuration/change management practices
• Virtualization (VMware) and cloud architectures (AWS)
• Windows and/or Linux OS level server experience
• Network routing and switching, load balancers, and firewalls
• Standards compliance and information assurance, including ITAR, CCA, FedRAMP, DIACAP, RMF, ITIL, CMMI
• Quality Assurance
• Prior experience training, coaching and working directly with end users
• You must be able to maintain focus while dealing with a crisis situation
• You need to be able to prioritize tasks effectively when dealing with multiple issues
• You need superior English language communication skills with a focus on providing customer service excellence
• You must have strong analytical and decision making skills

Help Desk Level Technician Resume Examples & Samples

• The Help Desk Support Specialist primary responsibility is to provide Tier I and II support to the company’s end-user community
• This specialist role ensures that the company’s end-users can accomplish any business computing tasks
• This includes actively resolving escalated end user help requests within established SLAs
• Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual provide support using remote control software over the phone at multiple facilities and/or in-person, hands-on help at the desktop level
• Fluent English and strong written and oral communication language skills
• Knowledge of advanced computer hardware, including desktops/laptops/tablets, mobile phones, printers/copiers (TEC, HP, Zebra, Canon, Ricoh, etc)
• Experience with desktop applications, desktop operating systems and server operating systems, including Microsoft Outlook, Microsoft Office Suite, and Microsoft Exchange, Microsoft Terminal Services (RDP), MDM (AirWatch) and Video Surveillance Systems
• Knowledgeable in managing and supporting antivirus system
• Industry certification (e.g. MCP, MCDST, A+) preferred
• Bachelor’s degree in the Computer Science, Information Systems, or related field preferred and 5 to 8 years related work experience
• 3 to 5 years equivalent work experience as a Help Desk Technical Specialist (Level I and II)

Help Desk Levell Resume Examples & Samples

• Responding to incoming help desk inquiries promptly, politely and professionally
• Quickly prioritizing and responding to all client calls and emails, identifying problems and providing expedient technical assistance for all computer related issues, including service workstations and other equipment for users through remote support techniques
• Diagnose and resolve technical hardware and software issues to user’s satisfaction
• Research users questions using available information resources and advise user on appropriate action
• Installs new hardware and software for customers utilizing remote management tools
• Follow standard help desk procedures like logging all help desk interactions
• Redirect problems to appropriate resources
• Troubleshoot Hand Held Scanner issues
• Demonstrate excellent communication skills
• Influencing a positive work environment that fosters team performance through own work and behavior
• Will be on call as part of Help Desk rotation at least once in 4 weeks to provide coverage between 6 pm and 6 am on weekdays and 24 hours on weekends and holidays
• Assist in hardware rollouts
• Talk to vendors to get quotes and create PO’s
• Arrive to work punctually when shift starts and login to be online during working hours
• 5+ years of related technical helpdesk and customer service experience
• A+, MCP, and / or MCSE Certifications
• Associates degree and/or Bachelor’s degree preferred
• Experience with repairing/working with Intermec Hand Held scanners is a plus
• Experience with cabling, switches, and routers are a plus
• Experience with AS400 is a plus
• Strong analytical abilities are required to interact with customers to evaluate work and provide technical assistance
• Good interpersonal skills are required to interact with customers and clients and provide technical assistance to resolve problems
• Good organizational skills are required to communicate effectively
• Ability to establish and maintain effective working relationships with employees, supervisors, officers, carriers and the public
• All applicants are subject to criminal background investigation

Help Desk Consultant Resume Examples & Samples

• Must be able to use a computer keyboard and mouse
• Ability to work productively with other members and pro-actively take on fair share of work
• Must display ability to work independently and exhibit the initiative to actively work incidents and projects to completion
• Professional experience supporting PC and Mac, with support experience for hardware and software problem analysis, diagnostics, and repair; computer imaging; Active Directory and Casper computer object creation and group assignments; customer support and service; Microsoft and Apple OS & applications; iOS and Android email and calendar configuration support; printer support; network troubleshooting
• Position frequently requires transport, manipulation, and installation of bulky or heavy equipment
• Must be able to lift up to 60 lbs

Help Desk / Digital Asset Technician Resume Examples & Samples

• Support daily Help Desk operations in a complex environment to resolve issues related to computer systems, software and hardware, network and configuration standards
• Troubleshoot and resolve PC/Desktop and related issues in a timely manner to include; remote access, mis-configurations, registry settings, GPO updates, WSUS/patch testing, etc
• Create a systemic method to identify, catalog and manage digital assets across multiple domains and windows networked environments, (i.e. IP Address, FQDN, Serial/Tag#, URL, Noun Nomenclature, etc.)
• Enforce data security while maintaining DISA and DoD compliance standards
• Current CompTIA Sec+ CE certification or an approved DoD 8570-M AT-Level I/II certification
• Demonstrable experience supporting Held Desk operations, specifically
• Knowledge of basic network architecture, (i.e. Active Directory: Enterprise, Forests, Domains, OUs; FQDN, etc.)ACLs, port switching and common protocols
• Working knowledge and/or experience with MS Group Policy and Power Shell
• Experience with government off-the-shelf (GOTS) or commercial off-the-shelf (COTS) asset management and lifecycle inventory tools (i.e. PBUSE, SCCM, WiseTrack, etc.)
• Experience using a systematic method to catalog digital assets and networked devices using various tracking criteria, (i.e. Asset Tag#, Noun Nomenclature, IP Address, FQDN, URL, etc.)
• Other COTS and GOTS inventory management systems
• Experience working with System Center Configuration Manager (SCCM) to define a 'Device Collection' and identify windows based objects in an Active Directory domain
• Experience conducting Asset Intelligence Synchronization and Active Directory Forest Discovery which identifies IP Address boundaries and assets on a weekly basis (default configuration)
• Experience working with Assured Compliance Assessment Solution (ACAS) conducting network discovery scans and creating related queries
• (2) years Desktop or systems experience
• Must be willing to work at office locations in San Antonio and Regional Offices as required
• Must be willing work flexible hours to include day, night, and weekend
• File copy functions
• Manual installation of software applications
• Provide desktop support for 1,200+ users at Signature Bank; answer IT related questions via phone or remote desktop access (i.e. PC, laptop, tokens, systems, scanner, printer)
• Diagnose and resolve technical issues related to Active Directory, Desktop, and Systems (i.e. password resets, email, system access, application issues, user accounts, active directory)
• Open, track and escalate requests via Helpdesk System; follow up and ensure resolution are provided within specified timeframes
• Partner with various IT vendors, system administrators, and senior associates to ensure resolution to escalated technical issues
• 1 year of related internship or technical support experience strongly preferred; experience with desktops, email, or banking systems preferred
• Knowledge of Microsoft Windows, Remote Desktop Protocol (RDP), Microsoft Office, PC, Laptop, Blackberry, and Active Directory a plus
• Good team player, friendly, with a positive can-do attitude
• Client service oriented and able to respond promptly to client needs; follow through and resolve issues in a pleasant and helpful manner
• Strong interpersonal and communication skills (verbal and written); communicate well with technical and non-technical audiences
• Able to prioritize, multi-task and meet deadlines
• Must be available to work some weekends and holidays as needed
• High School Diploma or GED required; College Degree in Information Technology a plus

Help Desk IT / Mobility Liaison Resume Examples & Samples

• Responsible for implementing and maintaining the effectiveness of the quality system by Knowledge and Skills
• Possesses a broad understanding of Sales operational processes and AbbVie Inc commercial business. Possesses a deep understanding of the Project Management Body of Knowledge (PMBOK) including nine knowledge areas (Integration, Scope, Time, Cost, Quality, Human Resources, Communications, Risk and Vendor Management) and is viewed as the subject matter expert in project management
• Leverages knowledge of sales force goals, issues and structure to partner internally or externally with teams to develop and support Field Operations’ strategies and objectives
• Continually educates self on the latest trends related to Help Desk operations and project management methodology and keeps abreast of changes in the business
• Project/Process Lifecycle
• Responsible for managing large cross-functional projects. Will review all project processes and seek ways to improve efficiency and timelines of project processing and deliverables
• Utilizes PMBOK methodology for assigned projects
• Sets project priorities, develops project plan and manages resource needs
• Facilitates communication and key decisions with stakeholders
• Oversees initiatives to ensure all key business objectives, goals, deliverables and milestones are met. Responsible for identifying and managing risks, scope, issues and preparing mitigation strategies. Ensure project issues and risks are mitigated and escalated as appropriate
• Measure performance to assure the project is progressing as compared to original plan and budget
• Communicate project progress by producing project reports to provide timely and accurate project status and updates
• BA, BS degree required. Master's degree in business or IT science preferred. BA/BS required to ensure effective understanding and application of business concepts. Successful candidate will have a minimum of 3 years’ experience in project management (including leadership of a significant cross-functional project) and 8 year overall experience in information technology, sales, sales operations, help desk operations, training and/or sample management
• Must possess excellent verbal, written and communication skills
• Knowledge of pharmaceutical industry, compliance regulations and standards preferred
• Able to manage multiple tasks/priorities simultaneously with sense of urgency
• Provide timely and accurate second level Help Desk support and meet set Service Level Agreements for assigned support tickets
• Provide assistance to employees via ServiceNow ticket escalation applications, and managing administration tasks
• Apply understanding of business terminology and processes to support role
• Handle unexpected service outages and serve as weekend and overnight escalation point of contact
• Minimum one year of experience in IT help desk application support or service integration experience, preferably within a support center or similar environment
• Ability to support complex and diverse applications
• Knowledge of ITIL Incident Management and Service Desk processes
• Strong verbal/written communication, problem solving, organizational and independent judgment skills to support an environment driven by customer service and team work
• Ability to build productive relationships with peers

Help Desk Estates Co-ordinator Resume Examples & Samples

• To be the first point of telephone contact for Trust staff and IFM employees
• To answer, input and allocate service requests (maintenance and domestic) accurately and in a timely manner and direct the appropriate personnel to undertake the tasks
• To make decisions regarding service delivery and the priority of work. Where conflicting priorities arise, assess the task and direct staff appropriately within guidelines and protocols
• To liaise with employees, supervisors/managers and contractors to ensure work (both reactive and planned) is completed in compliance with SLA requirements
• To communicate with service users to ensure they are kept up to date on the progress of their requests
• To monitor all Helpdesk service requests and take appropriate action to prevent non-compliant incidents in line with policies and procedures
• Ensure that all helpdesk and maintenance records are maintained and available for inspection. Fully maintain and update records and files for all Statutory and Planned Maintenance, including sub-contractor and insurance reports. To bring any shortfalls to the attention of the Estates Manager
• To be the first point of telephone contact, as per the absence procedure, for IFM employees who are calling in sick or to report an absence. Ensure the relevant information is taken from the employee and communicated to their manager
• Responsible for the jeopardy management of the Planet Management System to achieve the efficient work allocation and execution of task delivered to the client. To report system and equipment faults to the appropriate personnel
• Liaise with the relevant managers for the preparation of month end reporting. Produce the necessary reports to substantiate the monthly performance statistics
• Provide excellent customer service (internal and external), escalating service issues to the relevant manager where appropriate
• To be fully conversant with the Major Incident Procedure
• Demonstrate a clear understanding of the operational objectives and SLA requirements of IFM (as appropriate to the role)
• Demonstrate a clear understanding of the key issues related to the delivery of an FM service in a National Health environment
• Help ensure the requirements of a 24/7 helpdesk service are met by being flexible with shifts, providing cover out of hours as required
• Undertake any other reasonable tasks, within training and ability, as deemed necessary by the Helpdesk Manager and Helpdesk Supervisor (Works Control)
• You will be expected to offer support and advice to new starters during their training and induction period
• Be aware of the business continuity plan for the part of the business you work in
• Background in customer service/helpdesk role
• Good standard of eduction (GCSE (or equivalent) in Maths and English)
• Experience of working in a fast moving environment
• Excellent communication skills (both written and verbal)
• Ability to work unsupervised or as part of a team
• Ability to develop positive cooperative relationships with other groups and departments
• Good organisational ability and attention to detail
• Able to assess and prioritise work
• Good listening skills
• Experience of working in a hospital and/or FM environment is desirable
• Reliable, flexible, adaptable and innovative
• Able to remain calm under pressure
• Positive and professional manner and attitude at all times
• Self motivated and ability to use own initiative
• Knowledge and experience of PPM environment is desirable

Help Desk Tech Resume Examples & Samples

• Manage technical details associated with day-to-day operations with a focus on Customer satisfaction and proactive solutions
• Log and work escalated tickets to completion, involving other team members as required
• Install, configure, and maintain desktop and laptop PC’s and peripherals such as printers, and other equipment in a combined office/manufacturing environment
• Identify, research, and resolve complex technical problems
• Respond to Level 2 telephone calls, emails, and personnel requests for technical support
• Troubleshoot hardware/software issues for local and remote users
• Create/Maintain active directory users and groups
• Manage help desk tickets in a ticketing system
• Document daily procedures and activities
• Escalate unsolved issues in a timely manner
• Connect and configure basic IP manufacturing and network equipment
• Maintain Avaya phone systems configurations and users
• Work with team members to troubleshoot and resolve LAN/WAN performance, connectivity, and related network issues
• Technician must be flexible to work overtime and weekends to provide emergency coverage
• Ensure proper I.T. SOX procedures are followed
• Follow up on tickets escalated to infrastructure, applications, etc
• Periodic travel to other data centers is required
• BA or BS College Degree preferred
• 5 – 10 years PC desktop experience
• 3 – 5 years of active directory experience
• Strong help desk support experience
• Solid Microsoft Office 2010 and Outlook support
• Anti-virus support experience
• Familiarity with a variety of tech support concepts, practices, and procedures
• Must have strong communication and professional presentation skills
• Excellent verbal and written communication skills including the ability to present in both technical and non-technical terms to all levels of staff
• Highest level of integrity, including an ability to preserve sensitive and confidential information and maintain confidentiality
• Excellent research, troubleshooting, and problem-solving skills
• Ability to handle multiple priorities in a fast-paced environment while maintaining a sense of urgency and a good sense of humor
• Must be able to work independently as well as a team player
• Experience with the company’s tools a plus: Footprints, Landesk, Windows 7 Professional, Server 2008, Server 2012
• Provide Level-I / Level-II support via phone, email, and onsite support as required
• Handle first call resolution while building strong customer relationships
• Provide support for Laptops and desktops, setup communication software such as Outlook and Lync
• Manage licensing for Email and Instant Messaging applications
• Manage Active Directory users and group assignments
• Coordinate issues via technical bridges regarding high level outages for internal and external tools used by the remote locations to service customers
• Log tickets and requests received via phone, voicemail, Chat, email and will also log information regarding alarms from network and server monitoring tools
• Escalate to internal departments as needed and ensure requests are resolved within Service Level Agreements (SLA)
• Monitor and respond to alerts generated by various network and server technology tools, solving initially and escalating when necessary
• 1+ years customer support/help desk related experience in a mid to large size company
• 1+ years of experience operating in a Network Operations Center (NOC) environment
• Strong working knowledge of TCP/IP, DNS, DHCP, FTP and HTTP
• MS Windows Clients from Windows XP – Windows 7
• Mobile devices such as iPhones and Androids
• Solid understanding of MS Office applications
• Solid understanding of network environments (Wired and Wireless)
• Monitoring solutions such as OpenNMS, What’s Up Gold, or similar technology solution
• Experience with CSI, IEX, or call center related software is a plus
• Excellent communication (Both written and verbal) skills
• Expertise in troubleshooting, performance tuning, and problem resolution
• Proven ability to multi-task between operational and project related work efforts
• Strong documentation, communication skills, and ability to train others

Help Desk Supp Analyst Resume Examples & Samples

• Increasing documentation on frequently used products
• Creating\Editing functional processes performed by IT HelpDesk agents
• Creating\Editing self-service processes for callers or documentation to assist callers which will avoid IT HelpDesk contact

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Looking for an IT Help Desk resume?

[ Click here to directly go to the complete IT help desk resume sample ]

IT help desk is an important part of any organization.

As an IT help desk professional, it is your responsibility to provide technical support to customers and uphold the productivity of an organization.

And in this blog, we have listed all the tricks and tips to help you frame the perfect job-winning IT help desk resume that can get you on the radar of the recruiters.

Before going further, take a look at our IT help desk sample resume to know what an ideal resume should look like:

• Programming Languages: Java, Python, C#, C++
• Service Management Software: TOPdesk, ServiceNow, Spiceworks, Jira Service Desk, SolarWinds Service Desk
• Oversaw 15+ help desk staff members who were tasked with assisting customers remotely, by e-mail or phone, or in-person
• Played a key role in hiring, scheduling , and providing employee evaluations and feedback
• Administered repairing, upgrading , and complete configuration of 200+ PCs and related peripherals
• Performed periodic hardware & software checks to ensure that they are functioning properly; improved quality by 17%
• Motivated the team members, administered training materials and gave KTs to small or large audiences once a month
• Trained 150+ non-IT employees on analyzing & repairing minor hardware/software failures to increase efficiency by 15%
• Performed random audits to ensure that the help desk team of 50+ employees is providing good customer service
• Increased client satisfaction by 30% through effective communication and problem solving
• Attended major support calls (~20/day ), 5+ walk-in customers, and 30+ emails daily for Tier 2 & 3 levels technical support
• Developed, executed, and followed IT operational policies, standards, and work instructions for customer support
• Installed and updated hardware & software and recommended computer equipment to reduce the overall cost by 18%
• Designed & performed tests on 15+ applications as per the required standards and ensured data security
• Documented all software/applications upgrades & modifications and maintained the IT & software Inventory
• Responded to user's inquiries ( 25+ daily ) regarding computer, email, phone connectivity, software or hardware inquires
• Answered, evaluated, and prioritized incoming telephone , voicemail, e-mail, and in-person requests for assistance
• Collaborated with 7+ vendors to troubleshoot issues related to IT equipment, LAN/WAN connectivity, and software
• Installed and configured computer systems & installed/updated to the latest software/applications for 30+ employees
• Responded to 15+ customer inquiries in a day, diagnosed the issue and assisted them in troubleshooting challenges
• Updated, maintained & monitored all aspects of computer networks and resolved network related issues
• Assisted in resolving technical issues concerning 15+ client's accounts and the company's software infrastructure
• CompTIA A+ Certified Professional | CompTIA | Apr '17
• GPA: 4.5/5.0

Here is a brief overview of our 2022 It Help Desk Resume Blog:

• Unless you are a job hopper or looking for a change in your career, make use of the reverse-chronological format.
• Create separate sections to highlight your key skills and technical skills in an IT help desk resume skills.
• If you are a certified professional, make sure that you mention the details in your IT help desk technician resume.

To analyze more about what to put on a resume for IT help desk job, keep reading.

You will also learn how to write a job-winning IT help desk support resume while simultaneously learning:

• What to put on a resume for IT help desk job that can make you stand out.
• How to highlight your skills in an IT help desk entry level resume.
• How to create a keyword optimized IT help desk resume.
• How to compose a suitable IT help desk resume summary.
• How to optimize your IT help desk resume skills.

Hiration's Online Resume Builder is here to help you write the perfect IT help desk resume with professional assistance.

Our Online Resume Builder is stocked with a huge library of resume examples and an IT help desk resume template that will make your job application easier and effective!

All you have to do is replace the pre-filled information in our example templates with your details as per the targeted job application requirements.

Follow the given steps and learn how to write an IT help desk resume that will further help you communicate your skills to the recruiters:

Pick the Right IT Help Desk Resume Format

Include distinct sections to organize your it help desk resume, start by framing your it help desk resume header, draft a flawless it help desk professional experience section, provide the details of your education in the it help desk resume, highlight your it help desk resume skills, conclude your it help desk resume with a suitable summary/objective, use hiration’s services to create the perfect it help desk resume.

Here is a list of all the topics that you will learn in this blog:

[ Back to Table of Content ]

The Applicant Tracking System is a reliable software used by most recruiters and employers during the hiring process.

And the right resume format can help you enhance your IT help desk resume in the most effective way and make it easier for the recruiters to recognize your professional expertise.

Pick the most suitable resume format from the most distinct ones described below:

Reverse-Chronological: This is one of the best and the most preferred resume format because your most recent and relevant professional details are highlighted upfront to make it recruiter-friendly. Additionally, it is also ATS-friendly and hence gives you a higher chance to get recognition from the recruiters.

Functional: This format is not the best kind to be used as it is not effective enough to help you rank high on the ATS. But for freshers, job-hoppers, and people looking for a change in their career, this resume format can have its benefits. Try and avoid using it if you have a smooth sailing career trajectory.

Combination: This resume format can be effective for framing your IT help desk resume if you have extensive years of professional experience ranging between 15-20 years. You can highlight both your skills as well as your work experience and describe them in detail.

In case you are not sure about which resume format to use to frame your resume for IT help desk, you can always rely on our resume experts at Hiration.

Here is an opportunity to get your resume reviewed by professionals to make it recruiter friendly and ATS-compliant.

There are two types of resume sections and you need to know exactly which sections to include in your resume that can help you frame a job-winning resume.

The sections listed below are the traditional or standard sections that should be included in your resume at all times:

• Personal Information
• Profile Title
• Summary/Objective
• Professional Experience

The below-given sections are optional and you can include them whenever required or deemed necessary to add value to your standard sections:

• Certifications (if any)
• Additional Information (if any)
• Awards & Recognitions (if any)

To learn more about resume sections you can go through Hiration's 2022 Guide to adding the right sections in a resume .

Or you can simply go to Hiration’s Online Resume Builder and create an IT help desk support resume that can help you get shortlisted for the job of your dreams.

If you are someone who uses "CV" or "Resume" as your resume header, you have to stop stating the obvious and start saving precious space on your resume.

Your name should be written at the topmost part of your IT help desk resume to maintain its unique identity and make it allow the recruiters to keep an easier track of your resume.

Use the largest font size in the range of 16-20 font size and simply leave a space between your first name and last name.

In case of a middle name, just write the initial of your middle name, add a full stop and place it between your first and the last name.

To get an in-depth knowledge of curating the perfect resume header, you can go through Hiration’s 2022 Guide To Writing The Perfect Resume Header .

Look at the IT help desk resume example illustrating an ideal resume header that we have made with Hiration’s Online Resume Builder :

IT Help Desk Resume: Personal Information

Provide the required details to make sure that the recruiters get in touch with you for any likely shortlist.

An ideal personal information section should contain the following:

• Contact Number: Provide the contact number that you actively use through which the recruiters can easily get in touch with you.
• Email Address: Provide an email address that has your real name to maintain a professional approach.
• Current Location: If you are applying for a job abroad, mention your state and country. Else simply mention your current city and state of residence.

Additionally, you can also mention the details of the following as per your discretion:

• LinkedIn profile link
• Link to an online portfolio

For more details on this section read Hiration's 2022 Guide to composing your contact information .

Refer to the sample IT help desk resume given below to see what an ideal personal information section looks like in an IT help desk support resume:

Our Online Resume Builder can help you put together an impeccable IT help desk entry level resume.

IT Help Desk Resume: Profile Title

The second-largest text in the range of 14-16 font size should be used to curate your profile title on a resume.

It communicates your current designation, your functional industry, and the level of seniority in your field of work.

If you are tempted to exaggerate your profile title, get rid of the thought because it can only spell doom for your job application.

Be accurate with what you have professionally done and where you stand in your professional podium for the recruiters to recognize your professional status.

An ideal profile title should look like the one shown in our below-given IT help desk sample resume:

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

Since the professional experience section takes up most of your resume you need to make the best use of this section.

Every relevant work experience or the current job profile that you are holding should be described for the recruiters to easily recognize your professional expertise and raise your chance of being shortlisted for the targeted job profile.

To ensure that you frame an impressive professional experience section, you need to apply the following factors:

STAR Format

• Frame Points

Bucketing & Bolding

[ Back to Table of Content ] Use the STAR format to describe your work details for the recruiters to easily recognize your potential:

STAR refers to:

• S: The s ituation, backdrop, or context of your contributions.
• T: The actual t ask that was assigned to you.
• A: The strategy you put into a ction to execute the assigned task.
• R: The r esult or outcome of your action in the form of an achievement figure.

Framing Points

[ Back to Table of Content ] What do employers look for in resume for IT help desk?

Well, the answer is simple!

They simply look for those applicants who are qualified to shoulder the responsibilities of an IT help desk.

Just as simple as the answer is to the question asked, your professional experience statement should be simple and easy to understand too.

Let us look at the two sets of IT help desk resume examples that we have given below for you to understand the effectiveness of framing your points and how it can be easily done.

IT Help Desk Resume Example 1

"As an IT help desk for the XYZ company I was assigned to oversee 10 help desk staff members who were given the task to remotely assist the customers and clients, through e-mail or phone. I also played a key role in the process of scheduling meetings, hiring, and providing evaluations of the employees. I have successfully administered the complete configuration of 150+ personal computers for two different departments by repairing and upgrading. Additionally, I performed periodic hardware or software checks to ensure that they were properly functioning and improve the quality of work by 15%."

IT Help Desk Resume Example 2

Oversaw 10 help desk staff members who were assigned to remotely assist customers, via e-mail or phone Played a key role in the process of scheduling, hiring, and providing evaluations of employees Administered the complete configuration of 150+ PCs for two departments by repairing and upgrading Performed periodic hardware/software checks to ensure the proper functioning and improve 15% work quality

Framing Points: Analysis

From the two IT help desk resume examples illustrated above, we can observe that:

• Writing a long paragraph to describe your professional roles & responsibilities as an IT help desk does not do justice to your expertise and potential. It is hard to recognize your skills at a glance and most recruiters may not spend enough time going through the whole paragraph.
• Whereas, framing one-liner bullet points are easier to read and hence the recruiters would easily recognize the positive impact you had on your work. Moreover, one-liner points tend to focus on your main involvements and do not highlight vague points.

In conclusion, you can curate ATS-friendly resumes by using bullet points to frame one-liners and communicate your professional caliber to the recruiters.

[ Back to Table of Content ] Another important factor that can contribute towards enhancing your professional experience section is bucketing and bolding.

To understand why it is so, look at the two IT help desk resume examples give below.

Administered materials for training materials and conducted KTs to both small and large audiences every month Trained 100+ non-IT employees on how to analyze & repair failures of hardware/software Increased 50% client satisfaction through effective communication and problem solving Attended support calls (~30/day) and 40+ emails for Tier 2 & 3 levels technical support Provided customer support as per the IT operational policies and standards to ensure the best service

Training & Customer Satisfaction Administered materials for training materials and conducted KTs to both small and large audiences every month Trained 100+ non-IT employees on how to analyze & repair failures of hardware/software Increased 50% client satisfaction through effective communication and problem solving Client Relationship Management Attended support calls (~30/day) and 40+ emails for Tier 2 & 3 levels technical support Provided customer support as per the IT operational policies and standards to ensure the best service

Bucketing & Bolding: Analysis

• Framing points in one-liner alone are not enough to get the attention of the recruiters as it does not make the highlights of your points stand out for the recruiters to easily recognize.
• Whereas applying bucketing and bolding makes it easier for the recruiters to recognize the most significant points without having to read through the whole resume.

In conclusion, you must always list all the similar points under the relevant buckets by creating unique headings. And enhance your framed points to communicate your work experience for the recruiters to easily read and comprehend.

To understand this section in detail and learn how to master it, read Hiration's guide on framing the work experience in your resume .

IT help desk resume sample for Professional Experience

Here is an IT help desk resume sample signifying an ideal professional experience section:

IT Help Desk Resume Keywords

To make sure that your IT help desk entry level resume ranks high on the ATS, you need to keyword-optimize your resume.

Suitable keywords can be found in the IT help desk job description.

Before you start sending out your resumes to the recruiters, make sure that you compare your job description and the keywords included by the recruiters in the job listing.

Pick the most relevant and significant keywords that highlight your professional skills and list them in your professional experience section and key skills section.

You can also add suitable keywords in your IT help desk resume summary and IT help desk resume skills sections.

Including the right keywords in your resume can raise your chances of ranking high on the ATS and give your better opportunity to end up being recognized by the recruiters who can give you the required shortlist.

Every time you wonder what to put on a resume for IT help desk job, remember that your educational qualification can raise your chances of landing your dream jobs.

Do not skip the education section in your resume, especially if you are writing an IT help desk entry level resume.

The education section of your resume should ideally consist of the following details:

• Name of the school/university you have attended.
• Name of the courses you have pursued.
• The location of your school/university.
• Enrollment and graduation dates in the month & year format.

We have an exhaustive guide written just for this section on Hiration's 2022 Guide on how to list education on your resume .

Refer to the IT help desk support analyst sample resume showcasing the ideal education section for your resume:

IT Help Desk Resume: Certifications

Apart from the details of your educational qualification, you can also add any relevant certifications that validate your eligibility to practice your line of work.

The certification section of your IT help desk support resume should consist of the following details:

• Certification course name.
• Name of the institute of affiliation.
• Location of the institute of affiliation.
• Enrollment and completion date of the course in the month & year format.

Hiration's 2022 Guide on listing certifications on a resume has more in store for you to get a better understanding of this section.

The below-given sample resume for IT help desk is showcasing what an ideal certifications section for your resume looks like:

Create an impeccable resume with the help of our Online Resume Builder .

It is safe to say that this section can do wonders for your resume and raise your chances of being shortlisted by the recruiters if curated effectively.

Most of the skills that need to be highlighted in this section are ideally present in your professional experience section. So simply scan through your one-liners and pick those skills that have been justified, then list them in this section.

To use this section in your favor and rank high on the ATS, add suitable and relevant keywords that are mentioned in the job description.

Make sure to read Hiration's 2022 Guide on what skills to put on a resume and learn more about curating the perfect skills section.

Here is an IT help desk resume sample showcasing the perfect key skills section:

IT Help Desk Resume Summary

A resume summary is an important feature of a resume that can help you give the recruiters an insight into your resume in just a few lines without wasting their time.

It is most suitable if you compose this section in the end because that way it will be easier for you to decide which points to skip and which points to mention.

Compose an IT help desk resume summary only if you have more than 3 years of work experience to highlight in your resume.

Try to keep it short and precise in 3-5 lines and add suitable keywords

There is more about this section in our Resume Summary Guide so make sure that you go through it to learn how to compose a suitable IT help desk resume summary.

Attached below is an IT help desk resume sample showcasing the ideal resume summary:

In the meanwhile, make resume-writing an effortless affair with Hiration's Online Resume Builder now!

IT Help Desk Resume Objective

Compose an IT help desk resume objective if you are a fresher writing an IT help desk resume entry level or have very less experience to highlight in your resume.

It gives an overview of your resume just as an IT help desk resume summary.

The only difference is that you need to keep professional experience on the sideline and focus on your skills and describe how you can contribute towards the higher goals of an organization.

Read Hiration's 2022 Guide on Resume Objectives to learn more about resume objectives.

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

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

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Your resume will be reviewed in compliance with the below-mentioned parameters:

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

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• JD-resume matcher
• Intuitive text recommendations
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• LIVE resume editor
• Option to save unlimited resumes

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

Key Takeaways

• Always use the right resume format that best suits the trajectory of your career and the requirements of your job application.
• Label your resume with your name as the header and provide your contact details along with an accurate profile title.
• Frame action-oriented one-liner points and apply the bucketing and bolding to make them effective.
• Make sure that your resume is keyword optimized to rank high on the ATS and raise your chances of being shortlisted by the recruiters.
• Clearly mention the details of your education and certification to enhance your resume.
• Create a separate section to highlight your most significant skills.
• Compose a suitable IT help desk resume summary to give an overview of your resume.

Now that this blog has come to an end, we advice you to make use of all the IT help desk resume examples and IT helpdesk resume samples while writing the best resume.

Go to Hiration resume builder and create a professional resume for yourself. Additionally, reach out to us at [email protected] and you can get 24/7 professional assistance with all your job & career-related queries.

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• • Led a team of 10 support specialists, improving the team's efficiency in resolving tickets by 25% in the first year.
• • Designed a comprehensive reporting system that reduced issue escalation by 15% through better tracking of recurring problems.
• • Established a service level agreement that increased client satisfaction scores from 80% to 93% within 18 months.
• • Spearheaded the deployment of new end-user hardware for 500+ employees, completing the project 1 month ahead of schedule.
• • Implemented a mentorship program, resulting in a 10% improvement in first-call resolution rates by newly trained staff.
• • Interpreted and utilized key performance indicators to redirect resources, achieving a 20% reduction in downtime.
• • Managed end-user networking issue resolution, achieving a 99% uptime for the company's internal network.
• • Developed process improvements that increased ticket completion rates by an average of 30% per quarter.
• • Overhauled the IT hardware ordering system, reducing procurement costs by 20% while maintaining quality.
• • Conducted regular training sessions on support tools and techniques, enhancing team proficiency and response times.
• • Facilitated a cross-department collaboration that led to the reduction of repeat service requests by 35%.
• • Provided tier 2 technical support, resolving over 500 complex service requests per quarter.
• • Contributed to the maintenance of a knowledge base that cut down issue resolution time by 25%.
• • Enhanced user satisfaction by innovating an onboarding process for new software deployments.
• • Assisted in developing departmental goals that linked to a 10% increase in overall productivity.

5 Help Desk Manager Resume Examples & Guide for 2024

Your help desk manager resume must demonstrate strong leadership abilities. Showcase your experience in managing a team and driving customer service success. Include evidence of your technical proficiency and problem-solving skills. Employers want to see your capability to handle complex IT issues efficiently on your resume.

All resume examples in this guide

Traditional

Resume Guide

Resume Format Tips

Resume Experience

Skills on Resume

Education & Certifications

Resume Summary Tips

Additional Resume Sections

Key Takeaways

As a help desk manager, articulating the breadth of your technical expertise and leadership skills in a concise resume can be a significant challenge. Our guide provides targeted advice and examples to showcase your accomplishments effectively, ensuring your resume stands out to potential employers.

• Sample industry-leading professional resumes for inspiration and help desk manager resume-writing know-how.
• Focus recruiters' attention on what matters most - your unique experience, achievements, and skills.
• Write various resume sections to ensure you meet at least 95% of all job requirements.
• Balance your help desk manager technical expertise with personality to stand out amongst candidates.

If the help desk manager resume isn't the right one for you, take a look at other related guides we have:

• Service Desk Manager Resume Example
• Development Manager Resume Example
• Database Developer Resume Example
• Cnc Programmer Resume Example
• Snowflake Developer Resume Example
• IT Technician Resume Example
• Cisco Network Engineer Resume Example
• Software Tester Resume Example
• Desktop Support Resume Example
• Assistant IT Manager Resume Example

Optimize your help desk manager resume format to pass the recruiters' assessment

What recruiters are looking for is systematised content that is clear and coherent. Thus, your help desk manager resume needs to answer requirements and why you're the best candidate for the role from the get-go.

• Sorting your experience in the reverse chronological order - starting with your most recent and relevant roles. This is an excellent choice for more experienced professionals;
• Writing your contact information (e.g. personal phone number and email address ) and your portfolio or LinkedIn link in your help desk manager resume header. If you're wondering to include a photo or not, always make sure that it's appropriate for the country you're applying in;
• Use the basic, most important help desk manager resume sections - your experience, education, summary, etc. Use your resume's real estate wisely to tell a compelling, professional story and match job description's keywords;
• Don't go overboard with the length of your resume. One page is absolutely fine if you happen to have under a decade of relevant experience.

Are you still wondering if you should submit your help desk manager resume in PDF or Word format ? The PDF has a few more advantages, as it doesn't change the format and the text can't be altered upon application.

Format matters most when your help desk manager resume is assessed by the Applicant Tracker System (or the ATS).

The ATS parses resumes, looking for specific keywords, skills or experience that match the job description.

P.S. We recently did a study on how the ATS works and were able to demystify three of the biggest misconceptions about how it assesses candidate resumes.

To pass the ATS evaluation, select any of the serif or sans-serif fonts. Popular choices that would help your help desk manager resume stand out include Raleway, Exo 2, Montserrat, etc.

Most traditionalists go for Arial or Times New Roman, but it's often the case that many candidates choose these fonts, and you'd thus lose points on the uniqueness front.

Upload & Check Your Resume

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

Showcase any ongoing or recent educational efforts to stay updated in your field.

Don't forget to include these six sections on your help desk manager resume:

• Header and summary for your contact details and to highlight your alignment with the help desk manager job you're applying for
• Experience section to get into specific technologies you're apt at using and personal skills to deliver successful results
• Skills section to further highlight how your profile matches the job requirements
• Education section to provide your academic background
• Achievements to mention any career highlights that may be impressive, or that you might have missed so far in other resume sections

What recruiters want to see on your resume:

• Proven experience in managing a help desk team and overseeing all operations, including staff performance and customer service standards.
• Strong technical knowledge and understanding of help desk software, databases, and remote control.
• Excellent problem-solving skills with the ability to analyze situations, identify existing or potential problems, and recommend solutions.
• Experience in developing and implementing help desk procedures, policies, and systems to enhance efficiency and customer satisfaction.
• Track record of setting specific customer service standards and monitoring and reporting on support effectiveness through metrics such as first-call resolution and ticket turnaround times.

Adding your relevant experience to your help desk manager resume

If you're looking for a way to show recruiters that your expertise is credible, look no further than the resume experience section.

Your help desk manager resume experience can be best curated in a structured, bulleted list detailing the particulars of your career:

• Always integrate metrics of success - what did you actually achieve in the role?
• Scan the help desk manager advert for your dream role in search of keywords in the job requirements - feature those all through your past/current experience;
• Dedicate a bullet (or two) to spotlight your technical capabilities and how you're able to use the particular software/technology in your day-to-day roles;
• Write simple by including your responsibility, a job advert keyword or skill, and a tangible outcome of your success;
• Use the experience section to also define the unique value of working with you in the form of soft skills, relevant feedback, and the company culture you best thrive in.

Industry leaders always ensure that their resume experience section offers an enticing glimpse at their expertise, while telling a career narrative. Explore these sample help desk manager resumes on how to best create your resume experience section.

• Led a team of 15 help desk analysts to provide 24/7 support for over 10,000 global users, reducing ticket resolution time by 25%.
• Implemented a new ITSM platform that optimized workflow processes and enhanced tracking of KPIs including first call resolution, leading to a 10% increase in customer satisfaction.
• Developed and executed a comprehensive training program that increased staff technical proficiency and ensured cross-departmental IT support alignment.
• Managed critical IT support incidents for enterprise-level clients, streamlining the escalation process and reducing system downtime by 15%.
• Collaborated with systems engineers to integrate customer feedback into the continuous improvement of help desk tools and protocols.
• Oversaw the migration of help desk services to a cloud-based infrastructure which improved remote support capabilities and scalability.
• Introduced an AI-driven ticketing system that automated routine inquiries, allowing staff to focus on complex technical issues.
• Monitored and analyzed performance data to identify trends and develop strategies for reducing recurrent IT issues by 20%.
• Coordinated with the cybersecurity team to incorporate best practices into help desk operations, significantly mitigating risk exposure.
• Implemented a customer feedback loop that increased the help desk’s ability to respond to user needs, improving service customization.
• Enhanced IT help desk service levels by recruiting, training, and developing a high-performing team focused on customer service excellence.
• Spearheaded the development of a self-service portal, which empowered users to resolve simple issues and reduced overall ticket volume by 30%.
• Directing the global help desk operations with a focus on leveraging automation tools to elevate user satisfaction and reduce response times.
• Spearheading the integration of chatbot technology that effectively handles 40% of initial customer interactions, freeing up resources for critical support areas.
• Conducting regular performance assessments using analytics to continuously refine the support model and align with evolving business requirements.
• Revamped the help desk ticketing process which resulted in a 35% improvement in response times and a 50% reduction in backlogged tickets.
• Managed cross-functional teams to resolve complex IT problems, cutting the mean time to resolution by 20% and enhancing system availability.
• Pioneered the adoption of a remote support policy which increased flexibility for staff and ensured uninterrupted customer service during remote work transitions.
• Oversaw a period of significant expansion of help desk services, including a 50% increase in support staff to handle growing customer demand.
• Played a key role in the company-wide adoption of Agile methodologies which improved inter-departmental collaboration and accelerated problem-solving.
• Championed the implementation of advanced monitoring tools that proactively identified potential issues, reducing downtime by 18%.
• Developed and maintained an IT help desk knowledge base that reduced ticket resolution time and enhanced internal training processes.
• Forged strong vendor relationships that improved the quality of technical support tools and reduced software procurement costs by 12%.
• Coordinated with IT leadership to align help desk activities with strategic business initiatives, ensuring adaptive support for new technologies.
• Increased the IT department’s operational efficiency by implementing strategic staffing models that optimized round-the-clock support coverage.
• Conceptualized and launched a cross-training program that resulted in a more versatile help desk team able to address a broader range of technical issues.
• Established a program for tracking and responding to user satisfaction metrics, leading to a 15% improvement in perceived IT support quality.
• Orchestrated a seamless transition for the help desk team to a comprehensive remote work model while maintaining 99% SLA adherence.
• Implemented a tiered support strategy that maximized the efficient use of skilled resources and reduced average handle time by 22%.
• Championed the development and integration of predictive analysis tools into support practices, significantly lowering incident recurrence rates.

Quantifying impact on your resume

• Highlight the number of support tickets resolved per day to demonstrate efficiency in handling customer issues.
• Quantify the size of the help desk team you have managed to showcase leadership and team management skills.
• Include the percentage reduction in ticket resolution time to emphasize process improvement capabilities.
• Mention the number of training sessions conducted for help desk staff to illustrate commitment to team development.
• Detail the increase in customer satisfaction scores to reflect the impact of service quality enhancements.
• Specify the volume of calls and emails managed to show the ability to handle high workloads effectively.
• Report on the percentage of issues resolved on the first call to highlight proficiency in problem-solving.
• Indicate the dollar value of the IT assets you were responsible for to establish financial accountability and asset management skills.

Action verbs for your help desk manager resume

Experience section for candidates with zero-to-none experience

While you may have less professional experience in the field, that doesn't mean you should leave this section of your resume empty or blank.

Consider these four strategies on how to substitute the lack of experience with:

• Volunteer roles - as part of the community, you've probably gained valuable people (and sometimes even technological capabilities) that could answer the job requirements
• Research projects - while in your university days, you may have been part of some cutting-edge project to benefit the field. Curate this within your experience section as a substitute for real-world experience
• Internships - while you may consider that that summer internship in New York was solely mandatory to your degree, make sure to include it as part of your experience, if it's relevant to the role
• Irrelevant previous jobs - instead of detailing the technologies you've learned, think about the transferable skills you've gained.

Recommended reads:

• How to List a Major & Minor on Your Resume (with Examples)
• How to List GPA on Your Resume

Shining a light on your help desk manager hard skills and soft skills

To win recruiters over, you must really have a breadth of skill set presented and supported within your help desk manager resume.

On hiring managers' checklists, you'd initially discover hard or technical skills. Those are the technology (and software) that help you perform on the job. Hard skills are easy to quantify via your education, certificates, and on-the-job success.

Another main criterion recruiters are always assessing your help desk manager resume on is soft skills. That is your ability to communicate, adapt, and grow in new environments. Soft skills are a bit harder to measure, as they are gained both thanks to your personal and professional experience.

Showcase you have the ideal skill set for the role by:

• Dedicating both a skills box (for your technical capabilities) and an achievements or strengths section (to detail your personal skills).
• When listing your skills, be specific about your hard skills (name the precise technology you're able to use) and soft skills (aim to always demonstrate what the outcomes were).
• Avoid listing overused cliches in the skills section (e.g. Microsoft Office and Communication), unless they're otherwise specified as prominent for the role.
• Select up to ten skills which should be defined via various sections in your resume skills sidebar (e.g. a technical skills box, industry expertise box with sliders, strengths section with bullets).

Spice up your resume with leading technical and people skills, that'd help you get noticed by recruiters.

Top skills for your help desk manager resume:

Technical Support

IT Service Management

Knowledge of Operating Systems

Network Troubleshooting

Help Desk Software Proficiency

Security Compliance

Incident Management

Problem Solving

ITIL Framework Knowledge

Hardware Configuration

Communication Skills

Customer Service

Analytical Thinking

Time Management

Adaptability

Conflict Resolution

Highlight any significant extracurricular activities that demonstrate valuable skills or leadership.

Help Desk Manager-specific certifications and education for your resume

Place emphasis on your resume education section . It can suggest a plethora of skills and experiences that are apt for the role.

• Feature only higher-level qualifications, with details about the institution and tenure.
• If your degree is in progress, state your projected graduation date.
• Think about excluding degrees that don't fit the job's context.
• Elaborate on your education if it accentuates your accomplishments in a research-driven setting.

On the other hand, showcasing your unique and applicable industry know-how can be a literal walk in the park, even if you don't have a lot of work experience.

Include your accreditation in the certification and education sections as so:

• Important industry certificates should be listed towards the top of your resume in a separate section
• If your accreditation is really noteworthy, you could include it in the top one-third of your resume following your name or in the header, summary, or objective
• Potentially include details about your certificates or degrees (within the description) to show further alignment to the role with the skills you've attained
• The more recent your professional certificate is, the more prominence it should have within your certification sections. This shows recruiters you have recent knowledge and expertise

At the end of the day, both the education and certification sections hint at the initial and continuous progress you've made in the field.

And, honestly - that's important for any company.

Below, discover some of the most recent and popular Help Desk Manager certificates to make your resume even more prominent in the applicant pool:

The top 5 certifications for your help desk manager resume:

• Help Desk Institute (HDI) Support Center Manager (SCM) — HDI
• Microsoft Certified Solutions Expert (MCSE) — Microsoft
• Information Technology Infrastructure Library (ITIL) Foundation — AXELOS
• Certified Information Systems Security Professional (CISSP) — (ISC)²
• Project Management Professional (PMP) — Project Management Institute (PMI)

List your educational qualifications and certifications in reverse chronological order.

• When You Should (And Not) Add Dean's List On Your Resume
• When Should You Include Your High School on Your Resume?

Should you write a resume summary or an objective?

No need to research social media or ask ChatGPT to find out if the summary or objective is right for your help desk manager resume.

• Experienced candidates always tend to go for resume summaries. The summary is a three to five sentence long paragraph that narrates your career highlights and aligns your experience to the role. In it you can add your top skills and career achievements that are most impressive.
• Junior professionals or those making a career change, should write a resume objective. These shouldn't be longer than five sentences and should detail your career goals . Basically, how you see yourself growing in the current position and how would your experience or skill set could help out your potential employers.

Think of both the resume summary and objective as your opportunity to put your best foot forward - from the get go - answering job requirements with skills.

Use the below real-world help desk manager professional statements as inspiration for writing your resume summary or objective.

Resume summaries for a help desk manager job

• With over 7 years of experience in IT support, a seasoned help desk manager adept at streamlining help desk operations, reducing downtime, and enhancing user satisfaction. Proficient in ITIL methodologies and Microsoft Office Suite, boasting a record of reducing ticket resolution times by 30% at TechGenix Solutions.
• Former customer service supervisor with 5 years of leadership experience, transitioning to the tech sector as a help desk manager, bringing exceptional problem-solving abilities and a commitment to improving service response times. Skilled in communication and team coordination, eager to apply transferable skills to achieve high customer service ratings in a tech environment.
• Eager to leverage a 10-year background in operations management within the retail industry to the tech sphere, where customer support and efficient resolution are paramount. Bringing to bear extensive experience in team leadership and process optimization, aiming to drive excellence in a new role as a help desk manager.
• A dynamic professional with 8 years guiding high-performance help desk teams for SaaS companies. Specializes in SAFe Agile methodologies and is a certified ITIL v4 practitioner. Achieved a 97% customer satisfaction rate through innovative support strategies and dedication to service excellence at CloudTech Enterprises.
• Seeking a challenging entry-level opportunity to apply my keen interest in technology and strong interpersonal skills. Enthusiastic about developing a deep understanding of technical support processes and contributing to improved customer service experiences. Motivated to learn rapidly and make a significant impact in a dynamic tech support environment.
• Recent IT graduate motivated to begin a career in tech support, aiming to apply theoretical knowledge from a BSc in Information Technology and hands-on internship experience. Focused on mastering help desk management tools and protocols to facilitate effective customer service in a high-paced tech firm.

Showcasing your personality with these four help desk manager resume sections

Enhance your help desk manager expertise with additional resume sections that spotlight both your professional skills and personal traits. Choose options that not only present you in a professional light but also reveal why colleagues enjoy working with you:

• My time - a pie chart infographic detailing your daily personal and professional priorities, showcasing a blend of hard and soft skills;
• Hobbies and interests - share your engagement in sports, fandoms, or other interests, whether in your local community or during personal time;
• Quotes - what motivates and inspires you as a professional;
• Books - indicating your reading and comprehension skills, a definite plus for employers, particularly when your reading interests align with your professional field.

Key takeaways

Securing your ideal job starts with crafting a compelling help desk manager resume. It should not only highlight your professional strengths but also reflect your personality. Key aspects to remember include:

• Choose a clear, easily editable format, allowing more time to focus on the content of your resume;
• Emphasize experience relevant to the job, focusing on your impact on the team;
• Opt for a resume summary if you have extensive professional experience, and a resume objective if you're just starting out;
• Include technical skills in the skills section and interpersonal skills in the achievements section;
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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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Help Desk Specialist Resume Sample

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Help Desk Specialist Resume Sample (Full Text Version)

Valeria fiorilli.

Experienced Certified Help Desk Specialist with a proven track record of thriving in high-pressure, fast-paced settings. Demonstrates expertise in delivering top-notch customer support, troubleshooting IT-related issues, and proficiently installing, configuring, and maintaining computer hardware and software. Possesses exceptional communication abilities, advanced problem-solving capabilities, and adeptness in effectively managing and resolving customer complaints.

Work experience

• Managed incoming calls, emails, and provided top-notch help desk support to clients on multiple operating systems including Windows, iOS, and Linux.
• Skillfully configured systems, installed software, and performed hardware replacements as needed.
• Collaborated with team members to innovate new help desk procedures and policies, enhancing efficiency and reducing costs.
• Conducted thorough inventory reports and actively participated in weekly meetings with managers.
• Delivered technical support and expertise, effectively resolving clients' IT related issues.
• Communicated with customers through phone and email, managing over 50 calls and emails daily to ensure top-quality customer support.
• Installed, maintained, and updated computer hardware and software.
• Troubleshot complex networks, efficiently addressing threats and bugs.
• Recognized as Employee of the Month twice.
• Achieved First Class Honours in Computer Science with Business
• Participated in Business Club, TEDx Club, and Riding Club to enhance professional development and networking opportunities.
• Achieved Distinction upon graduation with Grade 1 (equivalent to A/excellent) in all 6 subjects.
• Successfully completed the IB Diploma Programme with outstanding performance in all academic areas.
• Demonstrated exceptional academic abilities by earning the highest grade possible in every subject.
• Graduated with top honors in the IB Diploma Programme, showcasing a strong commitment to academic excellence.

Volunteering

Certificates.

Milan Šaržík, CPRW

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

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5 Expert Tips to Write Your Customer Service Representative Resume [+Templates and Examples!]

Published: July 18, 2024

Does the thought of having to write or update your customer service representative resume make you want to pull your hair out?

Before you do that, I’m here to help! Writing an effective resume isn’t as challenging as it sounds. In my own experience, using a resume template helped me craft a winning resume. Now, when I want to apply for a new position, I just update my resume template and send it to the hiring manager.

Easy as pie.

Let’s go over what should be included in a customer service representative resume, plus learn a few tips and tricks to ensure your resume stands out from the rest.

Table of Contents

What should be included in a customer service rep resume?

Customer service representative resume examples, customer service rep resume templates, 5 tips for writing a customer service rep resume, use a template to craft your resume with ease.

In the past, customer service was my jam. I loved working the service desk because each day brought new challenges, allowing me to flex and develop my customer service skills. If you’re a customer service representative, you know how technical and specialized your job can be.

And, you need a resume that speaks directly to your skills and training. Not any resume will do, though. A generic resume leaves out critical information that signals to the hiring manager that you are the right fit for the role and what unique value you can bring to the role.

Let’s look at the elements of a customer service representative resume, so you can understand how to best highlight your skills for your own resume.

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1. Professional Summary

There’s debate on if a summary is a necessary element of your resume. In my opinion, if you’re applying for a role within customer service, you need a quick summary. Customer service duties vary from one position to the next, so summarizing your skills and work experience can be a great way to showcase your expertise.

2. Contact Information

Theoretically, when a hiring manager reviews your application, they most likely have all your materials in hand, including your application, resume, and cover letter. But this doesn’t mean you should skip adding your contact information to your resume.

Think of your resume as your calling card. Adding your contact information to your resume makes it easier for the hiring manager and eliminates potential frustration from the need to search for your info.

I cannot stress this enough: make sure your contact information is easy to find.

3. Professional Experience

The professional experience section of your resume is your place to explain your past work history. Be careful not to over explain your work history, though, as space is limited on your resume.

4. Education and Training

Depending on the role within customer service, the position might require an advanced degree or technical training. Be sure to include this information on your resume. You can also mention any relevant achievements in this section, like awards or certifications you may have received.

5. Key Skills

Recruiters only spend about six to eight seconds looking at your resume. That’s not a lot of time, so it’s safe to say most recruiters skim resumes without initially looking at them too closely.

One section of your customer service representative resume should highlight your skills that are relevant to the job description. Matching your skills to the job description helps recruiters quickly understand your qualifications. Plus, with the increasing use of AI for applicant screening, matching your skills to the job description is a must.

Let’s take a look at some customer service resume examples to get a better idea of how to format your resume.

Reddit is the place to go when you need a real-life example of, well , anything, including customer service representative resume examples. Reviewing examples can help you understand what to include in your resume and what not to include.

Let’s take a peek at three customer service representative resume examples that I found on Reddit.

Customer Service Representative Resume: the Recent Grad

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Front Desk Receptionist Resume Examples and Templates for 2024

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• Resume Text Examples

How To Write a Front Desk Receptionist Resume

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Front Desk Receptionist Text-Only Resume Templates and Examples

Emma Smith (123) 456-7890 | [email protected] | 2500 Lakewood Avenue, Chicago, IL 01234

Professional and friendly front desk receptionist with nearly two years of professional experience. Proficient at administrative tasks, including maintaining the reception area, greeting guests, answering multi-line phone systems, and maintaining office equipment. Able to learn new software quickly and has expert skills in MS Word and Outlook.

• Strong organizational and time management skills
• Able to prioritize when faced with multiple demands
• Knowledge of MS Word, Outlook, Excel and PowerPoint
• Familiar with multi-line phone systems
• Fast and accurate typist at 90 WPM

High School Diploma Prospect High School, Chicago, IL, September 2015 – June 2019

Professional Experience

Front Desk Receptionist, Maya Consulting Services, Chicago, IL September 2019 – Present

• Greets clients with courtesy and announces their arrival to the necessary departments
• Handles incoming calls on a multi-line phone system and directs them to the correct staff member while answering general information questions as required
• Provides administrative support to the executive staff when needed, such as data entry, preparing correspondence and record-keeping
• Maintains lobby in a neat and organized fashion to ensure that clients are comfortable and feel welcomed
• Coordinates with the office manager to ensure office supplies are well stocked

Summer Office Assistant, Family Dental Associates, Chicago, IL June 2019 – September 2019

• Provided office support to the administrative staff by making copies, filing records and preparing patient charts for the day
• Answered phones when needed
• Assisted with data entry of patient information for accurate record-keeping

Certifications

• Microsoft Office Specialist in Word and Outlook

Jack X. Spear (930) 234-9876 | [email protected] | 3517 Moker Street, Apt 8D, Terre Haute, IN 47800

Motivated Receptionist with 8+ years of experience working in private medical offices. Personable and adept at helping clients and staff navigate sensitive situations. Expertly apply Microsoft Office programs to streamline daily office functions.

Front Desk Receptionist, Vigo Dermatology Center, Terre Haute, IN | April 2014 to Present

• Scheduled meetings and managed office and travel calendars for 5 dermatologists
• Fielded and facilitated patient-staff communications
• Liaised between the center and insurance carriers
• Introduced database that helped medical staff improve efficiency by 10%

Front Desk Receptionist, Clark Health & Wellness Center, Brazil, IN | September 2012 to March 2014

• Managed and maintained schedule for all 6 physical and occupational therapists
• Helped clients book and change their next appointments in-house and with medical partner facilities
• Opened office early to greet clients
• Created a database that streamlined reordering of office supplies

Graduate, Terre Haute High School, Terre Haute, IN | 2012 

• Client Service & Communications
• Filing & Records Management
• Social Media Scheduling & Posting
• Typing 90-110 WPM
• VoIP Phone Systems
• Certified General Receptionist
• Microsoft Office Specialist: Word and Excel 2016 Expert

Belinda Taylor (987) 654-3210 | [email protected] | 123 Main Street, Boulder, CO 12345

Friendly and reliable Front Desk Receptionist with 10+ years of experience in the hospitality industry. Praised for efficiently completing front desk duties at several 5-star hotels. Trilingual: Fluent in English, Spanish, and French.

Front Desk Receptionist, Milton Head Hotel, Boulder, CO | September 2016 to Present

• Greet and welcome all visitors to the hotel
• Provide guests with important information about their room and all hotel amenities
• Answer guests’ questions about hotel services and local attractions
• Inform maintenance team of any issues found by guests
• Liaise with housekeeping staff to ensure rooms are ready for new guests
• Process guest payments
• Won “Employee of the Year” in 2018 and 2020

Front Desk Receptionist, Mountain Ski Villas, Boulder, CO | July 2010 to September 2016

• Ensured hotel compliance with all state and federal safety policies
• Confirmed reservations for conference bookings, and reserved activities for event attendees
• Greeted and informed guests about hotel amenities and local attractions
• Launched a new online booking system that increased reservations by 22%

Associate Degree in Hospitality Management, Central Colorado Community College, Boulder, CO | 2010 

• Computer Reservation System
• Cross-Team Collaboration
• Customer Service & Relations
• Task Prioritization

Your front desk receptionist resume should show you can deliver exceptional customer service and create a welcoming environment for visitors. Employers want to know you can care for their customers while managing daily administrative tasks. This guide will walk you through the resume-writing process and teach you how to highlight key aspects of your experience as a receptionist.

1. Summarize your front desk receptionist qualifications in a dynamic profile

To create a compelling resume profile, introduce yourself and give hiring managers three to five reasons you’re a perfect fit for the role. This is your chance to draw the reader in and present yourself as an administrative professional committed to excellence. Start by listing your job title and years of experience. Then, describe a few of your key qualifications.

For instance, if you’re bilingual, show how you can contribute to a welcoming and inclusive environment at the front desk. Emphasize your ability to communicate fluently and cater to diverse clientele. Or if you’re tech-savvy, highlight your skill in managing digital systems, ensuring efficient call handling, and leveraging software to enhance office operations.

Senior-Level Profile Example:

Friendly and reliable front desk receptionist with over 10 years of experience in the hospitality industry. Praised for efficiently completing front desk duties at several 5-star hotels. Trilingual: fluent in English, Spanish, and French.

Entry-Level Profile Example:

Courteous front desk receptionist with nearly two years of experience. Skilled at maintaining the reception area, greeting guests, answering multi-line phone systems, and maintaining office equipment. Learns new software quickly, with expertise in Microsoft Word and Outlook.

2. Showcase your front desk receptionist experience

A results-driven professional experience section is the best way to show your skills in action. Instead of listing your daily duties, create bullet points demonstrating your accomplishments. This strategy demonstrates the unique strengths and contributions you can bring to your next employer. Using numbers like percentages and monetary figures will help you quantify your impact.

As a front desk receptionist, you’ll likely encounter situations requiring diplomacy and mediation.

Underscore your ability to handle disputes tactfully and professionally, ensuring a positive atmosphere for visitors and colleagues.

Senior-Level Professional Experience Example:

• Confirmed reservations for conference bookings and reserved activities for event attendees

Entry-Level Professional Experience Example:

Front Desk Receptionist, Maya Consulting Services, Chicago, IL | September 2019 to present

• Courteously greet clients and announce their arrival to the necessary departments
• Handle incoming calls on a multi-line phone system and direct them to the correct staff member while answering general inquiries as required
• Provide administrative support to the executive staff when needed, such as data entry, preparing correspondence, and record-keeping
• Keep the lobby neat and organized to ensure clients are comfortable and feel welcomed
• Coordinate with the office manager to ensure office supplies are well-stocked

3. List any education and certifications relevant to front desk receptionists

While hiring managers are usually most concerned with your skills and work experience, don’t undersell your formal training. Start by highlighting your education. This section can be brief but should give a clear snapshot of your academic qualifications, listing any degrees or diplomas.

Then, add any certifications that directly relate to the role of a front desk receptionist. For example, a Microsoft Office specialty could help show your knowledge of programs used daily. First Aid, customer service training, or office management certifications could also be useful.

• [Degree Name]
• [School Name], [City, State Abbreviation] | [Graduation Year]
• Associate Degree in Hospitality Management
• Central Colorado Community College, Boulder, CO | 2010
• [Certification Name], [Awarding Organization] | [Completion Year – optional]

4. List key skills and proficiencies for front desk receptionists

In today’s digital age, most large organizations use applicant tracking systems (ATS) to streamline hiring. These systems scan each resume for relevant keywords and skills. To ensure you pass the ATS screening, incorporate keywords directly from the job posting throughout your resume to demonstrate you have what the employer is looking for. Review the list below to get familiar with terms and phrases you may consider as you write your front desk receptionist resume:

How To Pick the Best Front Desk Receptionist Resume Template

A good template will provide a clean, organized structure for your resume. Opt for one that allows your skills and experience to shine without distractions. Prioritize readability by selecting fonts and color schemes that make scanning your resume easy. Remember, hiring managers are primarily interested in your career background and how well you fit the role, not how stylish your template is.

Mina Stallworth - Professional & Administrative Recruiter at Express Employment Professionals, LinkedIn

Meet our Expert: Mina is a professional and administrative recruiter with over nine years of experience in the complex world of talent acquisition, where she guides both professionals from all walks of life seeking their path in the workforce and organizations striving to assemble exceptional teams.

1. What are the most in-demand skills for front desk receptionists that should be featured on a candidate’s resume? -

• Friendly and welcoming demeanor 
• Ability to handle high-volume traffic (calls, walk-ins, etc…) with ease, poise, and confidence
• Strong administrative and project management skills supporting multiple departments with various needs

2. What work experience and other accomplishments are hiring managers looking for in a front desk receptionist? -

Receptionists are the first impression and a core representation of the organization so hiring managers are more apt to give opportunities to candidates with a service-related or hospitality-based background that understands the importance of customer service. Hiring managers are looking for candidates who are approachable, friendly, and have a warm demeanor.

3. What else, in addition to a resume, should a front desk receptionist candidate be prepared to provide hiring managers? -

For most candidates, this is ultimately a stepping stone into an office setting, so preparing for behavioral and situational examples of working and interacting with customers, working under pressure, using good judgment calls, troubleshooting, and bringing customers satisfactory solutions are critical skills.

4. What advice would you give a front desk receptionist candidate about their job search? -

During the interview, make sure you are exuding confidence, being engaging, and showing interest by making strong eye contact, smiling, using active listening, and providing articulate and well throughout responses. This essentially is a reflection of how you will treat their customers (internal and external).

Frequently Asked Questions: Front Desk Receptionist Resume Examples and Advice

What are common action verbs for front desk receptionist resumes -.

Action verbs help make your resume more engaging and show you're proactive, capable, and can handle the role’s duties. But it can be hard to find the right words to describe your work. Consider using some of the action verbs below in your resume’s professional experience section:

How do you align your resume with a front desk receptionist job posting? -

Employment for receptionists, including front desk receptionists, is expected to show little to no change from 2021 to 2031. However, about 142,000 positions will open up each year as people leave the field to transfer or retire. The highest demand for receptionists will be seen in health care industries, especially for physicians, dentists, and other medical practitioners.

No matter your industry, competition for receptionist jobs will likely remain strong. The best way to get noticed by hiring managers is with a customized resume.

For instance, imagine you’re applying for a job at a law firm. Your resume should showcase any legal experience you have. Use your profile and skills sections to show you can manage legal documentation, direct client inquiries, and maintain an organized office environment.

What is the best front desk receptionist resume format? -

Most front desk receptionists should use the combination (or hybrid) format. True to its name, this format combines two important features of other resume formats: the chronological format’s experience section and the functional format’s profile section. The resume examples on this page all use a combination format.

A combination resume offers the best of both worlds by fusing these two features. The experience section lets you overview your recent work history – essential information for most employers. At the same time, the profile section lets you showcase your career highlights at the top, regardless if they’re from that work history or another part of your background. The resulting resume is straightforward yet strategic. It gives hiring managers the clearest possible view of your experience and relevant strengths, so they can decide to call you for an interview.

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Jacob Meade is a resume writer and editor with nearly a decade of experience. His writing method centers on understanding and then expressing each person’s unique work history and strengths toward their career goal. Jacob has enjoyed working with jobseekers of all ages and career levels, finding that a clear and focused resume can help people from any walk of life. He is an Academy Certified Resume Writer (ACRW) with the Resume Writing Academy, and a Certified Professional Resume Writer (CPRW) with the Professional Association of Resume Writers & Career Coaches.

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Help Desk Technician Resume Examples: Proven To Get You Hired In 2024

Jump to a template:

• Help Desk Technician
• IT Support Specialist
• IT Associate Specialist

Get advice on each section of your resume:

Jump to a resource:

• Help Desk Technician Resume Tips

Help Desk Technician Resume Template

Download in google doc, word or pdf for free. designed to pass resume screening software in 2022., help desk technician resume sample.

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.

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Recruiter Insight: Why this resume works in 2022

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.

IT Support Specialist Resume Sample

It associate specialist resume sample.

As a hiring manager who has recruited for help desk technician roles at companies like Apple, Best Buy, and Dell, I've reviewed hundreds of resumes. The best ones always stand out by highlighting the candidate's technical skills, problem-solving abilities, and customer service experience. Here are some tips to make your help desk technician resume shine:

   Showcase your technical skills

Hiring managers want to see that you have the technical skills required for the job. Make sure to:

• Mention specific operating systems, software, and hardware you have experience with, such as Windows 10, macOS, Zendesk, or Cisco routers
• Highlight any certifications you have, like CompTIA A+, Network+, or ITIL
• Describe how you used your technical skills to solve complex problems, such as 'Resolved 95% of tier 1 tickets within SLA by troubleshooting issues with Windows, macOS, and Linux systems'

   Emphasize your customer service skills

Help desk technicians often work directly with customers, so strong communication and interpersonal skills are crucial. Avoid simply listing 'customer service' as a skill without context, like this:

• Skills: Customer service, technical support, troubleshooting

Instead, provide specific examples of how you delivered excellent customer service:

• Maintained a 98% customer satisfaction rating by actively listening to customers, clearly explaining technical concepts, and going above and beyond to resolve their issues
• Received employee of the month award 3 times for consistently providing empathetic and patient support to frustrated customers

   Quantify your impact

Where possible, use numbers and metrics to show the impact you had in your previous roles. This helps hiring managers understand the scope of your responsibilities and achievements. For example:

• Handled an average of 50+ support tickets per day, consistently meeting or exceeding SLAs
• Reduced average ticket resolution time by 25% by implementing a new ticketing system and training the team on best practices
• Created a knowledge base with 100+ articles, reducing ticket volume by 20%

   Tailor your resume to the job description

Customize your resume for each job you apply to by highlighting the skills and experience that match the requirements listed in the job description. For example, if the job emphasizes experience with a specific ticketing system, make sure to mention your expertise with that system prominently on your resume.

Job description requirement: Experience with Zendesk ticketing system Resume highlight: Zendesk power user with 3+ years of experience managing 50+ tickets per day, consistently meeting SLAs and maintaining a 95%+ customer satisfaction rating

   Include relevant projects and achievements

If you have worked on any notable projects or have achievements that showcase your skills, include them on your resume. These could be:

• Developing a training manual for new hires that reduced onboarding time by 30%
• Collaborating with the IT team to implement a new remote support tool that increased first-call resolution rates by 15%
• Volunteering at a local non-profit to provide technical support and training to underprivileged communities

By highlighting these projects and achievements, you demonstrate your initiative, problem-solving skills, and commitment to your field.

   Use a clear and professional format

Make sure your resume is easy to read and looks professional. Use a clear font, consistent formatting, and bullet points to break up text. Avoid using flashy designs or graphics that distract from the content.

Remember, hiring managers often spend only a few seconds scanning each resume, so make sure your key skills and experiences stand out. By following these tips and tailoring your resume to each job, you'll increase your chances of landing an interview for your dream help desk technician role.

Writing Your Help Desk Technician Resume: Section By Section

  summary.

A resume summary, also known as a professional summary or summary statement, is a short paragraph at the top of your resume that highlights your most relevant qualifications for the job you're applying for. While a summary is optional, it can be a powerful way to quickly convey your key strengths, experiences, and career goals to a hiring manager or recruiter.

When writing a summary for a Help Desk Technician position, focus on your technical skills, customer service experience, and problem-solving abilities. Avoid using an objective statement, as they are outdated and focus more on what you want rather than what you can offer the company. Instead, use your summary to provide additional context or details that may not be immediately apparent from the rest of your resume.

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

1. Highlight your technical expertise and soft skills

When crafting your Help Desk Technician resume summary, emphasize both your technical expertise and soft skills. Hiring managers are looking for candidates who not only possess the necessary technical knowledge but also have strong communication, problem-solving, and customer service skills. Consider including:

• Specific technical skills relevant to the job, such as experience with ticketing systems, remote desktop support, or network troubleshooting
• Soft skills like active listening, empathy, and patience that demonstrate your ability to provide excellent customer service
• Certifications or training that showcase your expertise, such as CompTIA A+ or ITIL Foundation

Avoid simply listing generic soft skills without context, like this:

• Hardworking, detail-oriented, and team player with excellent communication skills

Instead, demonstrate these skills through your accomplishments and experiences.

2. Quantify your achievements and impact

To make your Help Desk Technician resume summary more impactful, include quantifiable achievements that demonstrate your ability to drive results. This helps hiring managers understand the scope of your responsibilities and the value you can bring to their organization. For example:

Experienced Help Desk Technician with 5+ years of experience providing technical support for 500+ users. Achieved a 98% customer satisfaction rating and reduced average ticket resolution time by 25% through process improvements and automation.

In contrast, a summary without quantifiable achievements may come across as vague and less impressive:

Help Desk Technician with experience providing technical support to users. Skilled in troubleshooting and problem-solving.

By including specific numbers and percentages, you give hiring managers a clearer picture of your capabilities and potential impact.

  Experience

Your work experience section is the heart of your resume. It's where you prove to employers that you have the skills and experience they need. Use these tips to write a compelling work experience section on your help desk technician resume:

1. Highlight your technical support experience

Employers want to see that you have experience providing technical support to users. Highlight any roles where you worked in a help desk, IT support, or customer service capacity.

Instead of just listing your responsibilities, focus on your achievements and the impact you made. Use metrics to quantify your success whenever possible.

• Resolved an average of 50+ support tickets per day, consistently exceeding team targets by 15%
• Achieved a 95% customer satisfaction rating based on post-interaction surveys
• Reduced average ticket resolution time by 25% through developing a comprehensive knowledge base

2. Use strong, industry-specific action verbs

When describing your help desk experience, use strong, relevant action verbs to start each bullet point. This helps paint a vivid picture of your contributions in the hiring manager's mind.

Weak, generic verbs like "assisted" or "handled" don't effectively convey your value. Instead, try using powerful, industry-specific verbs like:

• Troubleshot
• Collaborated

Troubleshot and resolved complex technical issues for 200+ users across Windows and Mac OS X platforms, leading to a 30% reduction in ticket volume.

3. Showcase your technical skills and tools

Help desk technicians need a strong foundation of technical skills to diagnose and resolve user issues. Highlight the specific technical skills, tools, and methodologies you've used to succeed in your work experience section.

Some key areas to cover include:

• Ticketing systems and help desk software (e.g. Zendesk, ServiceNow, Jira Service Desk)
• Remote desktop and troubleshooting tools (TeamViewer, LogMeIn, Dameware)
• Operating systems and platforms supported (Windows, macOS, iOS, Linux)
• Scripting and programming languages (PowerShell, Python, SQL)
• Networking technologies and concepts (TCP/IP, DNS, DHCP, Wi-Fi, VPNs)
• Cybersecurity tools and best practices

Leveraged PowerShell scripting to automate common Active Directory management tasks, reducing manual effort by 2+ hours per week.

4. Highlight promotions and leadership experience

Have you been promoted in your help desk career? Make sure to showcase that in your work experience. Promotions are a strong signal to employers that you are a top performer and have grown your skills.

For example, instead of lumping it under one entry like this:

• Help Desk Analyst, Acme Inc, 2018-2022

Break out each role to highlight your progression:

• Senior Help Desk Analyst, Acme Inc, 2020-2022
• Help Desk Analyst, Acme Inc, 2018-2020

Also highlight any leadership experience you've had, such as training new team members, managing projects, or proposing process improvements. Even if you don't have formal management experience, this shows your potential to grow.

Served as a technical mentor for 5 junior help desk analysts, providing training and guidance to improve troubleshooting skills and first call resolution rates.

  Education

Your education section is a key part of your help desk technician resume. It shows hiring managers that you have the necessary training and knowledge for the job. Keep this section concise while highlighting your most relevant coursework and certifications.

1. Put your education section near the top if you're a recent grad

If you graduated within the last few years, your education is one of your biggest selling points. Put it right below your resume summary so hiring managers see it first.

Include your:

• College name and location
• Degree (Associate's or Bachelor's) and major
• Graduation year
• GPA (if above 3.5)
• Relevant coursework, honors, or awards

EDUCATION Associate's Degree in Information Technology, 2022 Nashville State Community College, Nashville, TN Relevant Coursework: Computer Systems, Network Fundamentals, Help Desk Support GPA: 3.8

2. Highlight technical certifications to boost your credentials

Certifications demonstrate to employers that you have specific skills needed for help desk roles. Include them in your education section, especially if you don't have a degree.

Some top help desk certifications:

• HDI-SCA (Help Desk Institute Support Center Analyst)
• ITIL Foundation
• Microsoft 365 Certified: Modern Desktop Administrator Associate

List the full certification name, acronym, and year earned:

CompTIA A+ Certification, 2021

3. Limit your education details if you're an experienced technician

If you've been working as a help desk technician for several years, your education becomes less important than your professional experience. Hiring managers will care more about the skills and knowledge you've gained on the job.

Keep your education section short:

B.S. in Computer Science University of Tennessee

Avoid listing dates that could lead to age discrimination:

• B.S. in Information Technology, 1995
• Nashville Tech, 1992-1995

  Skills

The skills section of your help desk technician resume is a crucial component that showcases your technical expertise and qualifications to potential employers. It's an opportunity to highlight the specific skills and tools you've mastered that are relevant to the job you're applying for.

When crafting your skills section, it's important to be strategic and selective in the skills you choose to include. Focus on the hard skills and technical knowledge that are most relevant to the help desk technician role, and avoid listing generic or outdated skills that may not be as valuable to employers.

1. Highlight technical skills and tools

As a help desk technician, your technical skills and knowledge of specific tools and software are your most valuable assets. When listing your skills, be sure to include the specific technical skills and tools that are most relevant to the job you're applying for.

Some examples of technical skills and tools that may be relevant for a help desk technician include:

• Operating Systems : Windows, macOS, Linux
• Helpdesk Software : Zendesk, Freshdesk, ServiceNow
• Remote Support Tools : TeamViewer, LogMeIn, VNC
• Networking : TCP/IP, DNS, DHCP, VPN

By highlighting your proficiency in these specific skills and tools, you'll demonstrate to employers that you have the technical expertise needed to succeed in the role.

When listing your technical skills, consider using proficiency levels like "Expert" or "Proficient" to give employers a clear sense of your level of expertise. For example: "Windows (Expert), macOS (Proficient), Linux (Beginner)".

2. Tailor skills to the job description

One of the most effective ways to make your skills section stand out is to tailor it specifically to the job you're applying for. Many companies use Applicant Tracking Systems (ATS) to automatically screen resumes for specific keywords and skills, so it's important to include the skills and keywords that are mentioned in the job description.

For example, if the job description mentions specific helpdesk software like Zendesk or Freshdesk, be sure to include those skills in your skills section if you have experience with them. Similarly, if the job description emphasizes skills like troubleshooting or customer service, make sure to highlight those skills as well.

Skills Zendesk Troubleshooting Customer Service Remote Support

By tailoring your skills section to the specific job you're applying for, you'll increase your chances of getting past the initial ATS screening and catching the attention of the hiring manager.

To make sure your resume has the right skills and keywords to get past ATS and impress hiring managers, try using a tool like Targeted Resume from Resume Worded. It analyzes your resume against the job description and provides personalized feedback on which skills and keywords to include.

3. Avoid outdated or irrelevant skills

While it's important to highlight your technical skills and expertise, it's equally important to avoid including outdated or irrelevant skills that may not be valuable to employers. For example, listing skills like "MS Office" or "Windows 95" may make your resume seem outdated and out of touch with current technology.

Skills Windows 95 MS Office Typing Faxing

Instead, focus on highlighting the most current and relevant skills for the help desk technician role, such as knowledge of current operating systems, helpdesk software, and remote support tools.

Skills Windows 10 macOS Big Sur Zendesk TeamViewer

By avoiding outdated or irrelevant skills and focusing on the most current and valuable skills for the role, you'll demonstrate to employers that you're up-to-date with the latest technology and ready to hit the ground running in the help desk technician role.

Be cautious about including skills that may signal your age to employers, such as outdated programming languages or old versions of software. While age discrimination is illegal, some employers may unconsciously screen out older candidates based on outdated skills.

Skills For Help Desk Technician Resumes

Here are examples of popular skills from Help Desk Technician job descriptions that you can include on your resume.

• Microsoft SQL Server
• Operating Systems
• Troubleshooting
• Computer Hardware
• Windows Server

Skills Word Cloud For Help Desk Technician Resumes

This word cloud highlights the important keywords that appear on Help Desk Technician job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more likely you should include it in your resume.

How to use these skills?

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Help Desk Technician Resumes

• Template #1: Help Desk Technician
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• Template #3: IT Support Specialist
• Template #4: IT Associate Specialist
• Skills for Help Desk Technician Resumes
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• Other Administrative Resumes
• Help Desk Technician Interview Guide
• Help Desk Technician Sample Cover Letters
• Alternative Careers to a Help Desk Technician
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46 Must-Know Resume Phrases That Earn Interviews

3 key takeaways

• Resume phrases highlight your skills, knowledge, and experience on your resume.
• There are three different types of resume phrases: action phrases, power phrases, and descriptive phrases.
• Teal’s AI Resume Builder can help you put these phrases to work and create your most impressive resume.

An impressive resume isn’t just about what you say— how you say it matters too. You can have a strong work history, relevant responsibilities, impressive accomplishments, and undeniable expertise under your belt. But none of those matter if you can’t summarize them in a way that captures the attention of potential employers.

That’s why it’s helpful to familiarize yourself with some of the best resume phrases and action words. While your resume content will be as unique as you are, these reliable phrases can give you some new ideas, help you write about your qualifications and abilities, and impress recruiters.

Ready to beat the blank page and put some sentences down on paper? This detailed guide (and long list of resume power phrases) will get you started.

Struggling to land interviews with your resume? Get started with Teal’s AI Resume Builder for free .

Understanding resume writing phrases: What they are and why they matter

Resume phrases are specific words or combinations of words used to highlight your skills, abilities, knowledge, and achievements on your resume.

Understanding the job market can help you choose the right phrases that align with industry expectations and employer needs.

It’s tempting to think the language you use on your resume doesn’t carry much weight, but choosing the right phrases and verbs can make or break your resume in the eyes of a potential employer. For example, take a look at this comparison:

• Handled customer questions and complaints
• Resolved customer inquiries and complaints with a 95% satisfaction rate, resulting in a 20% increase in customer retention

It’s not hard to see that the second option is far more impressive. And though there are other creative strategies and resume best practices at play in that example (such as quantifying accomplishments), the resume writing itself also makes a world of difference. The second bullet includes several powerful phrases and action words:

• Resulting in an increase
• Satisfaction rate

What are the different types of resume phrases?

There’s no shortage of ways you can categorize these phrases, but this guide covers three common types of resume phrases:

• Action phrases: Describe specific actions you took
• “Implemented a new inventory system…”
• Power phrases: Describe results you achieved or an impact you made
• “Reduced costs by…”
• Descriptive phrases: Describe your role and responsibilities
• “Managed a team of 10 customer service representatives”

There’s a lot of overlap between those categories—especially between action phrases and descriptive phrases. The main difference is that action phrases highlight what you actually did while descriptive phrases focus on your responsibilities.

Especially if you opt for using the STAR method on your resume , many of your bullet points will incorporate all three types of phrases at once.

Good resume phrase example

“Led a cross-functional team of 10 to develop and launch a new customer relationship management (CRM) system, resulting in a 30% increase in customer satisfaction and a 20% boost in sales within six months.”

• Action words or phrases: Led, develop, launch
• Power phrase: Resulting in a 30% increase in customer satisfaction and a 20% boost in sales
• Descriptive phrases: Cross-functional team of 10, new customer relationship management (CRM) system, within six months

That example illustrates the importance of the right phrases for your resume, but choosing them involves more than opening up a thesaurus while you’re writing. The best resume phrases are:

• Concise: Your document shouldn’t be stuffed with resume buzzwords and cliches . Get to the point and cut out fluff or unnecessary words.
• Specific: It’s tempting to over exaggerate your responsibilities, but big words aren’t always better. Phrases should clearly describe your role and achievements and increase understanding.
• Action-oriented: Particularly in your work experience section, each of your bullet points should start with a strong resume action verb to demonstrate how you achieved results.
• Relevant: Your resume isn’t intended to be a rundown of all of your tasks and positions throughout your career stages. Relevance is key. The job description will provide helpful clues and valuable insights to guide your resume writing.
• Quantified: Resume phrases are intended to kick start your writing process and not be copied and pasted exactly as they are. Customize them to your experience and supplement them with metrics and real-world examples to add extra impact. 

Where should you use resume phrases?

Wondering where to use these short snippets on your document? Most resume phrases are incorporated in two different sections of your resume:

• Your resume summary (sometimes called your resume personal statement )
• Your work experience section

These phrases can also be effectively used in your LinkedIn profile.

In your summary, these phrases can call attention to your overall career highlights, relevant skills, and the success you’ve achieved. In your job history bullet points, they’ll better describe your contributions and achievements in previous roles.

46 resume phrases you need to know

Now that you have the lay of the land, it’s time to look at some resume power words and phrases you can lean on during your resume writing process to effectively convey the skills, value, and solutions you can bring to a job. 

The best resume phrases start with action verbs—words that describe an action while emphasizing your contributions and achievements. Need help coming up with some? Check out this comprehensive guide to resume action verbs before you get started.

Action phrases for resumes

Use resume action verbs and phrases to describe the specific actions you took and contributions you made in a previous position.

• Assisted clients
• Created reports
• Designed and executed
• Developed a process
• Developed content
• Drafted documents
• Facilitated meetings
• Generated ideas
• Identified opportunities
• Implemented a new system
• Monitored progress
• Organized events
• Prepared resources
• Resolved issues
• Spearheaded an initiative
• Streamlined operations
• Trained staff

Power phrases for resumes

Use strong power words and phrases in your resume to describe the impact you made and the results you achieved (including specific metrics).

• Achieved top performance
• Boosted customer satisfaction
• Drove significant growth
• Elevated team performance
• Enhanced product quality
• Exceeded targets
• Expanded service offerings
• Improved accuracy
• Improved efficiency
• Improved retention rates
• Increased market share
• Increased revenue
• Maximized resources
• Minimized downtime
• Optimized processes
• Reduced costs
• Reduced turnaround time
• Strengthened client relationships

Descriptive phrases for resumes

Use these to describe what you were responsible for in a previous position.

• Collaborated cross-functionally
• Conducted research
• Coordinated efforts
• Coordinated team activities
• Ensured compliance
• Handled customer inquiries
• Maintained relationships
• Managed projects
• Oversaw operations
• Provided support

Resume phrase examples by job

The phrases above are flexible enough to be used in a variety of career paths. But it’s helpful to get a little more specific and look at phrases that apply to a certain job. Here are five different types of roles and examples of key phrases to use for each. 

1. Project manager resume phrases

• Achieved organizational goals
• Determined cost-saving initiatives
• Developed project plans
• Ensured smooth project execution
• Identified and mitigated project risks
• Implemented streamlined processes
• Led cross-functional teams
• Monitored project budget and timeline
• Reduced project costs
• Successfully managed multiple projects

2. Administrative assistant resume phrases

• Assisted in preparation of reports
• Coordinated office operations
• Handled correspondence and communications
• Managed schedules and appointments
• Maintained confidential files and records
• Prepared and organized meetings
• Provided administrative support
• Responded to client inquiries and requests

3. Data scientist resume phrases

• Analyzed datasets
• Automated data collection processes
• Cleaned and processed data
• Communicated data findings
• Created data visualizations
• Developed predictive models
• Extracted insights and trends
• Identified opportunities for improvement
• Implemented algorithms

4. Sales representative resume phrases

• Attended industry events
• Cultivated relationships
• Developed and implemented sales strategies
• Exceeded monthly targets
• Managed a pipeline
• Negotiated contracts and sales
• Prospected and generated leads
• Provided tailored solutions

5. Marketing professional resume phrases

• Analyzed market trends
• Conducted market research
• Created compelling content
• Drove brand awareness
• Executed marketing strategies
• Increased customer acquisition
• Monitored campaign performance
• Planned and executed events
• Reduced customer acquisition cost

Ready to write your own? Check out this guide to resume bullet points to make your snippets short and strong.

5 Essential tips for crafting effective resume phrases

The above phrases will get your creative juices flowing as you start writing your resume. But as you continue getting your skills and accomplishments down on paper, here are a few best practices to keep in mind when using common phrases.

1. Refer to the job description

Think your next best step is to pick out a few of the above phrases that sound the best to you? Not quite. Your goal is to use phrases that are the most relevant to the role you’re applying for to demonstrate how your qualifications and expertise match the position’s requirements. Understanding the job market can help you select the most relevant phrases.

Return to the job description and stay focused on finding key skills and words. Then, select words and phrases that are the best fit. For example, if the job posting mentions leadership several times, then you’ll choose phrases that use words like “led,” “managed,” “supervised,” “owned,” and “spearheaded.”

Struggling to figure out which words get a lot of importance in the job posting? Attach a job description in Teal’s AI Resume Builder to see your match score and determine how well your resume aligns with the language and skills from the job description.

2. Quantify your achievements

If you only rely on common phrases, your resume likely won’t stand out from the crowd—after all, everybody will describe themselves as a “go getter” or a “team player” on paper.

Employers want to see proof not only of the work you’ve done, but why it mattered. Adding metrics to your accomplishments and bullet points shows recruiters the results you’ve achieved in your past jobs.

This is another area where Teal can help with its resume bullet point generator . In your resume, click “add an achievement” and then the “write with AI” button. Teal will automatically come up with three options for metric-driven bullet points you can customize and use on your resume.

3. Use time-based statements

Reducing costs? That’s impressive. But reducing costs in only three months? That’s sure to get a hiring manager’s attention.

That’s why it’s helpful to use time-based statements that describe a certain period of time (for example, “in five weeks or within six months”). These also count as descriptive phrases on your resume.

In Teal’s AI Resume Builder, use the Analysis Score to see a detailed breakdown of issues on your resume—including where you’re missing time-based statements.

4. Check your verb tense

Most of the best phrases start with strong verbs, but don’t get so caught up in the language that you forget about using the right verb tense. On your resume, use:

• Present verb tense (e.g. “manage”) for jobs you currently work
• Past verb tense (e.g. “managed”) for jobs you worked previously

It’s a small change that can make your resume clearer and more polished.

5. Rely on tools to help you

Even with the best phrases to guide you, developing your resume can still feel daunting. Fortunately, you don’t have to start from scratch.

Use Teal’s AI Resume Builder to get over your fear of a blank page and create your strongest resume yet. It can help you:

• Automatically generate metric-rich achievements and contributions
• Compare your resume to the job description and identify keywords
• Provide suggestions to make strategic improvements to your content

Additionally, these tools can also help improve your LinkedIn profile, which complements your resume.

Something as simple as a prompt or an example bullet point can spark your creativity and ease the burden of writing your own resume. With Teal in your corner, you’ll feel more confident throughout the writing process so you can craft a resume that does your experience justice and makes a positive impression on an employer.

Ready to put these phrases and best practices to work on your own resume? Get started with Teal for free today .

Frequently Asked Questions

What are good lines for a resume.

Good lines for a resume effectively highlight your skills, achievements, and contributions. Examples include "Implemented a new inventory system, reducing operational costs by 15%" and "Led a cross-functional team to launch a new product, resulting in a 20% increase in sales."

What are key phrases in a resume?

Key phrases in a resume are specific words or combinations of words that highlight your skills, abilities, knowledge, and achievements. They fall into three categories:  strong verbs and phrases (e.g., "Implemented a new system"), power phrases (e.g., "Increased revenue by 20%"), and descriptive phrases (e.g., "Managed a team of 10").

What are some good words to use in a resume?

Good resume words are strong verbs that demonstrate your contributions and achievements. Action verbs include "Led," "Developed," "Implemented," "Achieved," "Optimized," and "Streamlined." These words help to clearly and concisely communicate your impact in previous roles.

Kat Boogaard

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Was JD Vance a Marine? A look at the military record of Trump's VP pick

Former President Donald Trump announced on Monday that he selected Ohio Sen. JD Vance , a Marine veteran and a former fierce critic of Trump , as his running mate for the 2024 election.

Vance, 39, is the first post-9/11 veteran to find a spot on a major party ticket and the first veteran on a major party ticket since John McCain in 2008.

RNC Day 3: Live updates from Republican National Convention as JD Vance gets ready for speech

Vance’s military career

Born to a working-class family in Middletown, Ohio, Vance enlisted in the military directly out of high school. He joined the Marines in 2003 and served as a combat correspondent – or military journalist – until 2007, according to military news site Task & Purpose .

In his 2016 memoir Hillbilly Elegy , as excerpted by Military.com, Vance described the press as “the holy grail of the Marine Corps public affairs: the biggest audience and the highest stakes.”

For the last nine months of his service, Vance was the media relations officer for the Marine Corps Air Station in Cherry Point, North Carolina, one of the largest military bases on the East Coast.

Vance’s time in Iraq

Vance was deployed to Iraq for six months in late 2005. Based on his memoir , he would “attach to different units to get a sense of their daily routine,” escort civilian press, and write stories about individual marines.

On a mission into Iraqi territory, Vance said he experienced a pivotal moment when he and his unit interacted with local school children. As they handed out school supplies to the children, Vance gave a small eraser to a boy.

After the boy received the eraser, Vance said, “His face briefly lit up with joy before he ran away to his family, holding his two-cent prize aloft in triumph. I have never seen such excitement on a child’s face.”

Vance described how growing up with limited means and spending time overseas made him who he is today.

“That resentment didn’t vanish in an instant,” he said, “but as I stood and surveyed the mass of children of a war-torn nation… I began to appreciate how lucky I was: born in the greatest country on earth, every modern convenience at my fingertips … At that moment, I resolved to be the type of man who would smile when someone gave him an eraser. I haven’t quite made it there, but without that day in Iraq, I wouldn’t be trying.”

Melissa Cruz is an elections reporting fellow who focuses on voter access issues for the USA TODAY Network. You can reach her at [email protected] or on X, formerly Twitter, at @MelissaWrites22.