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IT Help Desk Support Resume Examples

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

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IT Help Desk Support

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

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

Core Skills :

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

Professional Experience :

Help Desk Support, ABC Company, 2015 – Present

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

Help Desk Analyst, XYZ Company, 2013 – 2015

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

Education :

Bachelor of Science in Information Technology, ABC University, 2013

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IT Help Desk Support Resume with No Experience

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

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

Responsibilities

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

Experience 0 Years

Level Junior

Education Bachelor’s

IT Help Desk Support Resume with 2 Years of Experience

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

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

Responsibilities :

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

Experience 2+ Years

IT Help Desk Support Resume with 5 Years of Experience

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

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

Experience 5+ Years

Level Senior

IT Help Desk Support Resume with 7 Years of Experience

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

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

Experience 7+ Years

IT Help Desk Support Resume with 10 Years of Experience

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

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

Experience 10+ Years

Level Senior Manager

Education Master’s

IT Help Desk Support Resume with 15 Years of Experience

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

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

Experience 15+ Years

Level Director

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Key takeaways for an IT Help Desk Support resume

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

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

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

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

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

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

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IT help desk is an important part of any organization.

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

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

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

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

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

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

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

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

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

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

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

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

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

Pick the Right IT Help Desk Resume Format

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

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

[ Back to Table of Content ]

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

IT Help Desk Resume: Personal Information

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

An ideal personal information section should contain the following:

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

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

• LinkedIn profile link
• Link to an online portfolio

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

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

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

IT Help Desk Resume: Profile Title

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

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

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

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

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

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

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

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

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

STAR Format

• Frame Points

Bucketing & Bolding

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

STAR refers to:

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

Framing Points

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

Well, the answer is simple!

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

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

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

IT Help Desk Resume Example 1

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

IT Help Desk Resume Example 2

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

Framing Points: Analysis

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

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

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

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

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

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

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

Bucketing & Bolding: Analysis

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

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

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

IT help desk resume sample for Professional Experience

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

IT Help Desk Resume Keywords

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

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

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

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

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

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

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

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

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

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

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

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

IT Help Desk Resume: Certifications

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

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

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

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

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

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

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

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

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

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

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

IT Help Desk Resume Summary

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

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

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

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

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

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

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

IT Help Desk Resume Objective

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

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

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

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

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

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

Resume Review & Free Resume Templates

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

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

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

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• JD-resume matcher
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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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IT Service Desk Resume Sample

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Work Experience

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

Professional Skills

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

How to write IT Service Desk Resume

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

• Your contact information
• Work experience
• Skill listing

Contact Information For IT Service Desk Resume

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

• First and last name
• Telephone number

Work Experience in Your IT Service Desk Resume

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

Representative IT Service Desk resume experience can include:

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

Education on an IT Service Desk Resume

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

Additional details to include:

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

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

Professional Skills in IT Service Desk Resume

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

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

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

List of Typical Experience For an IT Service Desk Resume

Experience for manager, it service desk resume.

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

Experience For IT Service Desk Supervisor Resume

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

Experience For IT Service Desk Coordinator Resume

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

Experience For IT Service Desk Engineer Resume

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

Experience For IT Service Desk Agent Resume

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

Experience For It-service Desk Analyst Resume

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

Experience For IT Service Desk Shift Supervisor Resume

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

Experience For IT Service Desk Change & Project Process Coordin Resume

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

Experience For Technical IT Service Desk Analyst Resume

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

Experience For IT Service Desk, Department Manager Resume

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

List of Typical Skills For an IT Service Desk Resume

Skills for manager, it service desk resume.

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

Skills For IT Service Desk Supervisor Resume

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

Skills For IT Service Desk Coordinator Resume

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

Skills For IT Service Desk Engineer Resume

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

Skills For IT Service Desk Agent Resume

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

Skills For It-service Desk Analyst Resume

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

Skills For IT Service Desk Shift Supervisor Resume

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

Skills For IT Service Desk Change & Project Process Coordin Resume

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

Skills For Technical IT Service Desk Analyst Resume

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

Skills For IT Service Desk, Department Manager Resume

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

List of Typical Responsibilities For an IT Service Desk Resume

Responsibilities for manager, it service desk resume.

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

Responsibilities For IT Service Desk Supervisor Resume

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

Responsibilities For IT Service Desk Coordinator Resume

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

Responsibilities For IT Service Desk Engineer Resume

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

Responsibilities For IT Service Desk Agent Resume

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

Responsibilities For It-service Desk Analyst Resume

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

Responsibilities For IT Service Desk Shift Supervisor Resume

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

Responsibilities For IT Service Desk Change & Project Process Coordin Resume

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

Responsibilities For Technical IT Service Desk Analyst Resume

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

Responsibilities For IT Service Desk, Department Manager Resume

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

Related to IT Service Desk Resume Samples

Service desk resume sample, service desk lead resume sample, service desk technician resume sample, web consultant resume sample, oracle manager resume sample, consultant solution resume sample, resume builder.

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Business | Working Strategies: Tailoring résumés for…

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Business | Working Strategies: Tailoring résumés for online applications, and people

In my last two columns, I explained how to write longer résumés strategically and how to format résumés for optimal impact. Today’s column is a response to Dave, a reader who describes struggling with how his résumé should look now that he’s posting it to digital online systems.

As he notes, “When I try to customize my résumé in an attempt to score higher in the ATS (applicant tracking system) my résumé no longer looks or reads like it should if a person would be reading it. Can you please reply with suggestions in writing your résumé to maximize the ATS score so I can actually get an interview with a real person?”

Dave, I’m happy to provide that advice, although with the caveat that I’m not a fan of online job search to begin with. Because studies still show 70-90 percent of jobs are either not posted or are not filled from the online posting, I prefer methods such as networking or direct contact with targeted employers.

But my preference doesn’t erase the 10-30 percent of jobs that do get filled through postings, which is significant. If you’re going to use this system, you need to strategize for best results.

These automated processes aren’t new, by the way. I have a distinct memory of Northwest Airlines (remember them, pre-Delta merger?) instituting an electronic system to sort résumés back in the 1990s.

Luckily, things have come a long way in 30+ years. The very early systems had some nasty quirks, such as 100-word “reading” capacities. Résumé writers were told to get clients’ key words into the first lines or the software wouldn’t see it.

The result was a whole lot of seriously ugly documents prefaced with three or four lines of gibberish: “Writing writer documentation journalism journalist reporter features newspaper…” This might be typical for a reporter’s résumé, attempting to cram every variation of the key words into the first line or two. Eew.

While the systems are much more sophisticated now (they’ll read thousands of words), they are still limited. For example, some cannot read columns, graphics, headers, footers, text boxes or non-standard bullets (such as check marks or diamonds).

Since you don’t know which ATS a company is using, services have popped up claiming to scan your résumé for compatibility with a specific company’s ATS — based on their claim that they know all the major companies and what software they’re using.

Count me as skeptical.

The better strategy is to construct your résumé so that any system can read it. The trick, as Dave has noted, is making it attractive to the human reader as well. That’s because the system will parse your résumé for data, then place that data into a file under your name. The recruiter will later enter key words into the overall database, revealing the files with the most matches. The recruiter can then choose to read your ATS-created file but will likely read your original résumé instead, since it will be easier on the eye.

These tips can help ensure your made-for-human-eyes résumé will impress the machine as well.

• 1. Use a simple, elegant format that does not rely on graphics, columns, and other ATS-unfriendly elements. (Check last week’s column on résumé formatting.)

• 2. Put the exact job title into your headline: “Supply Chain Specialist,” for example.

• 3. Use the key words — those most repeated or emphasized in the posting — in your skills section, and possibly in individual job descriptions.

• 4. For important concepts, use both the full term and the acronym, since you don’t know what the recruiter will be entering. For example, “Bachelor of Arts (BA) degree in Chemistry …”

Tricks to use at your own risk:

• 5. Paste word strings from the posting directly into your résumé. The problem is that systems might identify identical phrasing from the posting and then flag the offending résumé. You should be fine with three- or five-word strings, but more is a risk.

• 6. Use key words you don’t yet “own.” For example: “Planning for certification in Google Analytics” when the posting calls for “Certification in Google Analytics.” You’ll have to explain this to the interviewer, but on the other hand, at least you’ll have an interview.

Amy Lindgren owns a career consulting firm in St. Paul. She can be reached at [email protected] .

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Edgar lansbury, tony-winning producer and brother of angela lansbury, dies at 94.

He worked on Broadway and movie versions of 'The Subject Was Roses' and 'Godspell' and on a revival of 'Gypsy' that starred his sister.

By Mike Barnes

Mike Barnes

Senior Editor

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Edgar Lansbury, the Tony-winning producer and younger brother of famed actress Angela Lansbury who guided the Broadway and big-screen versions of The Subject Was Roses and Godspell , has died. He was 94. 

He died Thursday at his home in Manhattan, his son David Lansbury told The Hollywood Reporter .

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Lansbury’s first Broadway production, the intense family drama The Subject Was Roses , opened in 1964, ran for two years, and won a Pulitzer Prize and the Tony for best play. Written by Frank Gilroy and directed by Ulu Grosbard, it starred Martin Sheen as a returning veteran and son of warring parents played by Jack Albertson and Irene Dailey.

Sheen, Albertson, Gilroy and Grosbard then reprised their roles for the MGM version, with Albertson backing up his Tony victory by winning the Oscar for supporting actor opposite Patricia Neal as his wife.

Invited by future Hill Street Blues actor Charles Haid to a performance of Godspell at the New York experimental theater club La MaMa in March 1971, Lansbury and his frequent producing partner Joseph Beruh took the musical to the off-Broadway Cherry Lane Theatre in 1971 and then to Broadway in 1976. ( Victor Garber played Jesus in the 1973 Columbia adaptation.)

The onetime scenic designer also received Drama Desk nominations in 1977 and 1998, respectively, for producing American Buffalo , starring Robert Duvall in David Mamet ‘s Broadway debut, and Douglas Carter Beane’s As Bees in Honey Drown .

In 2007, he was presented with the John Houseman Award from The Acting Company to honor his commitment to the development of classical actors and a national audience for the theater. (He served on its board of directors for more than four decades since its start in 1972.)

As World War II was heating up, he came to New York in 1940 aboard a refugee boat with his sister, brother and mother (his dad had died of stomach cancer when Edgar was 4). They lived in upstate New York and then in Greenwich Village before he and Bruce attended the Choate School in Wallingford, Connecticut.

After the twins joined their mom and Angela in Los Angeles — both women had landed acting contracts at MGM by then — he graduated from University High School, served in the U.S. Army for two years and became a U.S. citizen in 1954.

Lansbury studied drawing and painting at the Otis Art Institute and at UCLA, then landed a job as art director at CBS Television City. He worked as an art director on The Red Skelton Hour, Climax! , Studio One , Playhouse 90 and The Defenders and on the 1962 film War Hunt , starring John Saxon .

In 1967, he produced Coronet Blue , a CBS drama that starred Frank Converse as an amnesia victim in search of his true identity.

With Beruh, Lansbury took a 10-year lease on a hotel ballroom on Broadway at 76th Street in New York and designed and built the 400-seat Promenade Theater, which opened in 1969. The venue hosted hundreds of plays before shuttering in 2006.

In his later years, he turned to painting and sculpture .

In addition to David, an actor, survivors include his second wife, artist Louise Peabody (they married in 2008), and his other children, James (an assistant director on Seinfeld ), George, Michael, Brian and Kate.

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