Help Desk Resume Sample

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Glen Wintheiser
5047 Hanna Flats,  Boston, MA
+1 (555) 625 5330

Work Experience

Help Desk Associate
09/2017 - PRESENT
Phoenix, AZ
  • Problem management and knowledge base tools (1 year)
  • Retail Point of Sale systems and or computing systems (1 year)
  • Properly enter all calls into a helpdesk system/call-log. 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 "multi-functional" device related problems
  • Resolve standard documented problems with minimal assistance Take ownership for customer problem resolution
  • Engage service technicians to go out to sites to fix the "multi-functional" machines if not able to resolve over the phone
  • Call handling processes, Provide basic customer-training over the phone on multi-functional products being supported
Help Desk
06/2013 - 05/2017
Dallas, TX
  • Experience with UNIX scripting is desirable
  • Answering inbound communications and assisting individuals who have particular inquiries or questions. Successfully troubleshoots most L1 applications problems with minimal assistance. Analyzes a chain of events and applies technical knowledge following established procedures and/or detailed specifications. Provide individualized customer service of a high-standard and professional level
  • Receives and logs all customer interactions for Incidents and Service Requests
  • Responsible for Tier 1 and Tier 2 software and hardware support
  • Acts as an escalation point for advanced or difficult requests
  • Experience with restaurant or quick service restaurants/franchisees troubleshooting, problem
  • Experience with adult learning training methodologies
  • Zen Desk call tracking system
IT Help Desk Intern
12/2010 - 03/2013
New York, NY
  • Execute established Service Level Agreements (SLAs) for all IT Services following established procedures on routine work and under instruction on new assignments
  • Recognize the need for occasional deviation from accepted practice when executing uniform approach in handling, escalating and resolving customer feedback
  • Troubleshoot and resolve end user issues daily
  • Test applications and interoperability to guarantee scalability of the implementation, availability of key services, and accuracy of results with crucial impact
  • Technical support experience in a computer-related area
  • Knowledge of computer hardware & software including PPG standard desktop & server operating systems, tools & utilities
  • Effectively work independently or in a team environment


Saint Mary's University of Minnesota - Winona Campus
2005 - 2009
Bachelor's Degree in Computer Science

Professional Skills

  • Listening skills, verbal communication skills, customer service skills, problem-solving skills, teamwork skills
  • Excellent written and verbal communication skills at all levels including excellent listening skills
  • Excellent communication skills (verbal & written), including strong telephone skills
  • Key skills: Active Directory (AD) set up, network and printer troubleshooting skills, PC and Mac support experience
  • Extensive knowledge of IT operations, excellent organizational, communication, analytical skills, judgment and managerial skills
  • Use critical and creative thinking skills and excellent problem solving skills
  • Strong customer satisfaction skills including written communication skills

How to write Help Desk Resume

Help Desk role is responsible for customer, troubleshooting, technical, interpersonal, organizational, analytical, basic, microsoft, windows, documentation.
To write great resume for help desk job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Help Desk Resume

The section contact information is important in your help 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
  • Email
  • Telephone number

Work Experience in Your Help Desk Resume

The section work experience is an essential part of your help 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 help 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 help desk position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions. Representative Help Desk resume experience can include:

  • Answer physicians clinic phones after office hours - interfacing with parents and determining the nature of the call and filtering that information to the physician per his/her instructions or relaying information to Nurse Triage
  • Good communications skills (interpersonal skills)
  • Good analytical and communication skills, sound judgement, and the ability to work effectively with employees and other IT staffs
  • Communication Skills (Telephone, retaining and relaying information, Report Writing, Listening and Keyboard skills)
  • Is skilled at effectively managing conflict, competing objectives and priorities
  • Prior computer system experience including Windows Operating System and knowledge of Microsoft Office products Hardware maintenance and repair skills desired

Education on a Help Desk Resume

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

When listing skills on your help 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 help desk skills:

  • Excellent customer service skills Strong verbal and written communication skills
  • Proven skills in advanced technical troubleshooting, analysis, critical thinking and problem solving skills - (troubleshooting access issues, printer issues)
  • Good interpersonal skills, with a focus on rapport-building, listening, and questioning skills
  • Excellent problem solving and analysis skills with the ability to effectively troubleshoot and resolve or escalate problems
  • Strong written and oral communication skills/Presentation skills
  • Strong written and verbal communication skills. Accurate and thorough documentation skills are essential

List of Typical Experience For a Help Desk Resume


Experience For IT Help Desk Resume

  • Track record of excellent customer service skills and specific experience in supporting senior executives
  • Strong written and verbal communication skills to clearly communicate with management, end-user, and IT staff
  • Able to demonstrate exemplary interpersonal and customer service skills
  • Excellent listening skills (listens to the customer, does not interrupt)
  • Excellent interpersonal verbal & written communication skills

Experience For Help Desk Representative Resume

  • Proven problem solving skills and the ability to make hard calls
  • Strong desktop support skills to resolve higher level issues
  • Developing professional organizational and communications skills, verbal and written
  • Typing skills in excess of 60 wpm
  • Basic understanding of networking skills and trouble shooting
  • Advanced networking and routing troubleshooting skills (i.e. wireless)
  • Experience working in a Windows environment. Experience In outlook specifically setting up new users and working with Active Directory
  • Demonstrated experience with conducting instructor-led training and operating help-desk required

Experience For Help Desk Associate Resume

  • Provide training for general PC skills for users (Windows, MS office or other training since required)
  • PC and printer trouble shooting experience. Experience using Active Directory
  • Problem solving, deductive reasoning skills
  • Experience in the analysis testing and troubleshooting circuits. Knowledge of IP and optical network operation. Experience with help desk support and operation
  • High quality Customer Service skills (empathy, probing questions to gain understanding, "I can" attitude)
  • General problem solving and troubleshooting skills
  • Demonstrated experience supervising staff members in a library setting

Experience For Help Desk Lead Resume

  • Basic computing environment knowledge and troubleshooting skills for hardware/software
  • Experience providing training support for customers Experience with multiple
  • Experience troubleshooting remotely, helping VPN users, and experience with Active Directory
  • Experience ticketing system experience (they are using HEAT)
  • Procedure-oriented problem solving and decision making skills required
  • Proven experience working with cloud based file sharing services such as Dropbox, OneDrive, etc
  • Experience in IT support including experience supporting end users in a corporate/enterprise environment

Experience For Help Desk Engineer Resume

  • 2-5 Yrs of related Help Desk experience-taking calls and customer service experience
  • Prior experience working in an IT department, helpdesk, desktop support, call center or customer support
  • Effectively interacts with both business and technical audiences at multiple levels, including top executive managers
  • Problem solving, organizational skills, and the ability to exercise sound judgment in any customer service scenario
  • Experience in Trading Floor support is a strong point

Experience For Help Desk Team Lead Resume

  • Demonstrated ability to multitask, work under stress, accept responsibility, and exercise good judgment while maintaining flexibility
  • Analysis; problem-solving skills
  • Strong understanding of good software development lifecycle practices
  • Skills to create lesson plans, and supplemental training material across multiple mediums (digital and written)
  • Advanced Application troubleshooting skills
  • IT knowledge and troubleshooting skills, as typically gained in a business environment
  • Experience working with DAI strongly desired
  • Demonstrated experience with hardware including repair, replacement of parts, diagnosis of failures
  • Possess keyboarding and data entry skills

Experience For Level Help Desk Resume

  • Basic to Moderate trouble shooting skills
  • 1) Help Desk experience (ideal to have experience with a ticketing system)
  • Basic PC troubleshooting and desktop software skills (Word, Excel, Outlook, PowerPoint)
  • Confirmed MS Windows configuration and troubleshooting skills
  • Efficient keyboarding/data entry skills

Experience For Technician, Help Desk Resume

  • Analytical and problem solving skills Ability to deal with the stress of a fast paced work environment
  • Do your technical expertise and extraordinary customer service skills make a lasting impression on guests, clients and associates?
  • Do your technical expertise and extraordinary customer service skills make a lasting impression on guests, clients and associates
  • Results driven tactical problem solving skills
  • Effectively communicates (verbally and by written correspondence) with all levels of the organization as well as outside customers regarding reported issues
  • Exceptional interpersonal skills, with a focus on rapport-building and teamwork
  • Needs to have basic troubleshooting skills for Windows and MAC computers
  • Experience working within the DoD strongly recommended

Experience For Tier Help Desk Resume

  • Possess broad-based analytical and troubleshooting skills
  • Communication skills (both oral and written) English
  • Passion and interest in enhancing the customer experiences and experience in direct customer interaction
  • Communicate effectively with individuals, co-workers and supervisors (verbal and written)
  • Communicates effectively and diplomatically with customers across multiple mediums
  • Biopharma industry experience with FDA compliance is strongly desired
  • Taking ownership of customer issues to include; routing, prioritizing, troubleshooting to resolution

Experience For Tier, Help Desk Resume

  • Networking experience, i.e.… being able to troubleshoot network cabling
  • Having some basic IT knowledge around software. Anyone with certifications would be a good and trying to get into the IT market
  • Working knowledge of effective troubleshooting techniques
  • Understanding of deployable architecture implementations (e.g. topologies, working knowledge, and hands on experience)
  • Programming experience (sql, c#, vbscript ...) ++

List of Typical Skills For a Help Desk Resume


Skills For IT Help Desk Resume

  • Multi-tasks effectively and possesses strong time management and follow-up skills
  • A strong customer service mentality demonstrated through excellent communication and interpersonal skills related to complex IT topics
  • Managing tasks simultaneously, strong organizational and prioritization skills
  • Quickly learn and assimilate new technologies and develop new skills or enhance existing skills by utilizing technical documentation
  • Excellent and demonstrated listening skills

Skills For Help Desk Representative Resume

  • Demonstrates strong analytical and critical decision-making skills
  • Proven ability to supervise diverse shifts, effectively overseeing effective staff levels, call volume and operational support
  • Strong customer service, can-do attitude, with good follow-through skills
  • Excellent communication skills and demonstrated ability to work well with others
  • Demonstrates excellent time management and organizational skills with the ability to multi-task, follow directions
  • Able to demonstrate good organizational skills and ability to attend to details Ability to travel as required
  • Solid knowledge of computer networks and hardware connectivity. Excellent analytical skills. Knowledge of MS office products
  • Outstanding work planning skills and the ability to manage conflicting priorities and achieve within tight deadlines

Skills For Help Desk Associate Resume

  • Strong PC and typing skills including work within client/server and/or web based ticket logging systems
  • Strong analytical skills in identifying problems and making decisions
  • Experience working and collaborating effectively in a virtual and multi-site team environment
  • Clear and effective writing and speaking skills to communicate both technical and non-technical items to customers and upper management
  • Good reading comprehension and problem solving skills
  • Strong troubleshooting and critical thinking skills
  • Proven documentation skills including job ticket creation/follow through and process/procedure writing required
  • Good learning and troubleshooting skills

Skills For Help Desk Lead Resume

  • Solid communication and troubleshooting skills required
  • Excellent customer service skills, including face-to-face and phone interactions
  • Demonstrated problem solving skills (required)
  • Effective listening skills, ability to follow the direction of IT management and senior IT team members
  • Strong planning & organizational skills required
  • Possess good problem solving skills, ability to visualize a problem or situation and think abstractly to solve it
  • Solid Excel troubleshooting skills

Skills For Help Desk Engineer Resume

  • Excellent troubleshooting, communication, and interpersonal skills
  • Proven troubleshooting ability and analytical skills
  • Strong listening skills with ability to evaluate and diagnose issues
  • Strong trouble shooting skills and great communication
  • Multi-task, prioritize and effectively perform in a high-pressure situations such as urgent issues and facing distressed users
  • Excellent role model for Customer Service skills
  • Excellent customer service skills with ability to resolve and explain issues to a non-technical audience
  • Strong troubleshooting, problem-solving and support skills

Skills For Help Desk Team Lead Resume

  • Analytical thinking with good problem solving skills
  • Strong meeting management skills
  • Customer-focused with excellent oral and written communication skills
  • Excellent oral and written communication skills -“ able to clearly communicate instruction and guidance to customers
  • Good interpersonal skills -“ able to interface professionally and work in a team environment

Skills For Level Help Desk Resume

  • Demonstrates exceptional customer service skills and ability to train team to same level
  • Very good communication and customer related skills
  • Patience and excellent communication skills!
  • Excellent communication skills with people at all levels and functions
  • Excellent verbal and written communication skills; ability to communicate technical information to non-technical individuals
  • Self-motivated and directed with the ability to effectively prioritize and execute tasks under remote management
  • Strong time management and organizational skills; Ability to Multitask

Skills For Technician, Help Desk Resume

  • Evidence of ability to effectively handle ambiguity and change
  • Strong communication, presentation and writing skills (oral and written)
  • Effective database entry and typing skills
  • Have proficiency in all Microsoft Office applications. Ability to work in a team setting with strong communication and interpersonal skills
  • Goal oriented, excellent organization and time management skills
  • Effective customer focused communication skills, both written and oral
  • Operate support tools effectively

Skills For Tier Help Desk Resume

  • Communicate effectively with all levels of skill sets
  • Strong organization, teamwork, and communication (written and oral) skills
  • Portrays a professional demeanor, is articulate, patient, team and customer-service oriented with the ability to effectively change priorities as needed
  • Excellent written and oral (phone and in-person) communications skills required
  • Extremely strong customer service skills
  • Strong interpersonal skills to build client rapport and develop employees

Skills For Tier, Help Desk Resume

  • Strong communication and customer service skills are very important.
  • Excellent Customer Service Skills within an enterprise level environment
  • Strong customer service skills with friendly personal demeanor
  • Solid computer and office skills
  • Strong negotiation and communication skills with a logical mindset
  • Solid written and verbal skills with a customer service orientation
  • Excellent customer service skills that could assist non-technical users in a professional and friendly manner
  • Strong customer service, organization and technical skills

List of Typical Responsibilities For a Help Desk Resume


Responsibilities For IT Help Desk Resume

  • Strong written, oral, and interpersonal communication skills, effective with non-technical staff and with members of interdisciplinary teams
  • Exceptional organizational skills to manage effective escalation within different Microsoft departments
  • Excellentcommunication skills (verbal and written) are required
  • Reliable, team player with strong work ethic and great people skills
  • Strong analytic capability and organizational skills
  • Team oriented with strong communication and soft skills
  • Follow quality standards, documents work, and displays strong customer service skills
  • Demonstrated ability to effectively and professionally communicate and collaborate with all levels of the organization and peers to reach common goal
  • At least one year of recent experience which provides the following skills and abilities

Responsibilities For Help Desk Representative Resume

  • Excellent telephone, verbal, written and other communications skills
  • Work in a team environment, utilize strong organizational skills, provide superior attention to detail, multi-task, work well within deadlines
  • Uses strong analytical skills to diagnose problems (hardware, software, network, etc.) and determines appropriate solutions
  • Provide timely, efficient and friendly service to all end users; display effective customer relation skills to enhance satisfaction
  • Have good people skills
  • Demonstrate interpersonal skills with a diverse customer base
  • Demonstrate conflict resolution, negotiation, and de-escalation skills
  • Strong Microsoft Word and Excel skills are required

Responsibilities For Help Desk Associate Resume

  • Strong communication skills to management and clients in written and verbal format
  • Excellent written and verbal communication skills. Ability to communicate technical information to both technical and non-technical customers
  • Excellent written and verbal interpersonal communication skills (required)
  • An Understanding of PC software, operating systems and applications, networks, and possibly hardware (peripherals) troubleshooting skills
  • Prior experience working with a ticketing system or helpdesk request queue
  • Prior experience working with various ticketing system and Help Desk tools
  • Two years related experience in IS industry or related area, including experience with imaging computers

Responsibilities For Help Desk Lead Resume

  • Technical writing and editing skills (required)
  • Prior customer and end-­user support experience supporting software applications required
  • Use creative problem solving skills in conjunction with the company’s core values
  • Enterprise ticketing application experience, such as ServiceNow Service Management experience required
  • Troubleshoot and utilize problem solving skills
  • Deliver a high quality customer and partner experience through timely and effective Resolution of customer’s issues in the quickest way possible

Responsibilities For Help Desk Engineer Resume

  • Effectively utilizes all available resources to maximize productivity, motivate team, and encourage innovation
  • Prior experience with truck, trailer, and/or forklift repair
  • Exceptional in-person and verbal communication skills
  • 3) Proven experience working with Non technical users
  • Effectively communicate via telephone and email
  • Superior communication and customer service skills required
  • Effectively communicate with senior executives, sales people, and guests
  • Solid understanding of the components of PC hardware and previous experience installing Operating Systems and software on to bare hardware
  • Document all work performed through a ticket tracking system and effectively track and route incidents to the appropriate teams within IT

Responsibilities For Help Desk Team Lead Resume

  • Build and maintain relationships effectively
  • Multi-task and time manage effectively
  • Continually learn and grow skillset
  • Hands-on skills with Microsoft Windows and Apple platforms
  • Learn, adapt and build on technical skills
  • Some negotiation skills and tolerance to disgruntled users
  • Familiarity with Cisco Unified Communications Call Managers (CUCM) is a desired skillset
  • Quickly learn software skills involved with ERP, service desks and applications software

Responsibilities For Level Help Desk Resume

  • Skills to independently research, plan, test, document, and resolve incidents and problems
  • Basic vendor management skills
  • Proven experience in an Information Systems Help Desk or other Customer Services Support role
  • Tier 1 support skills with Windows
  • Strong technical Oracle Federal Financials experience required
  • Knowledge of and ability to use project management skills

Responsibilities For Technician, Help Desk Resume

  • IT/Computer skills are needed
  • Experience: 2 year of professional experience in any IT domain
  • Champions the maximization of individual contribution, professional growth, and the ability to function effectively within a team
  • Ensure that call center technology is effectively utilized and kept current
  • Prior experience as an Avaya Tier II helpdesk engineer. (Desirable)
  • Management experience in a help desk environment strongly desired
  • Strong help desk experience
  • Technical skills: JD Edwards, SAP, Cognos Report Writer, Microsoft Office (Expert Level User of Excel)
  • Great communication skills - ability to talk over the phone and communicate through email

Responsibilities For Tier Help Desk Resume

  • Great verbal and written skills - support is over the phone
  • Prior IT support experience (NOT required)
  • Experience in a position where good communication and customer service is required
  • 5-year of proven experience in the field
  • Hard Skills: Knowledge of both Windows OS and Apple IoS. Knowledge of Microsoft Office as well as basic computer hardware and peripherals
  • People Skills: The ability to listen, communicate and relate to others on a personal and professional level

Responsibilities For Tier, Help Desk Resume

  • Work with clients effectively in a high demand environment
  • Proven experience as a help desk technician or at least a Tier II Technical support role
  • Technical support experience in a non-scripted Customer Contact Center. Excellent in PC support
  • Demonstrates strong knowledge of commonly-used concepts, practices, and procedures within IT industry standards and corporate help desk procedures
  • Strong client interaction experience
  • Work effectively with vendors and management
  • Communicate effectively with customers over the phone and via email

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