Help Desk Support Resume Sample

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Augustus West
8140 Rippin Ranch,  Los Angeles, CA
+1 (555) 553 0071

Work Experience


Help Desk Support Associate
12/2017 - PRESENT
Los Angeles, CA
  • Harmoniously working with other employees and customers
  • Effectively coordinate a number of projects simultaneously
  • Demonstrating initiative and problem-solving skills
  • Contributing to the successful completion of project initiatives
  • Provide a point of contact for end-users to receive support and maintenance of MGO’s desktop computing environment
  • Participation in an on call rota, comprising of out of hours’ telephone triage and out of hours’ field based customer response
  • Help desk experience
  • Experience with issue tracking/help desk software
Help Desk Support
12/2013 - 06/2017
Detroit, MI
  • Analyze verified Trouble Tickets and assign a classification, priority, and severity to facilitate timely and appropriate processing of the issue
  • Communicating and collaborating with multiple external organizations regarding the resolution of issues, including DISA, Sites and various other vendors
  • Reproduction, analysis and reporting of valid problem defects
  • Utilization of basic SQL and Oracle commands to investigate and resolve reported issues
  • Technical and functional knowledge of the MHS applications
  • Processing Trouble Ticket for resolution based upon the classification
  • Maintains, analyzes, and troubleshoots end-user devices, including desktops, laptops, tablets, phones, printers, scanners, copiers, and all associated peripherals
Entry Level Help Desk Support
05/2011 - 08/2013
New York, NY
  • Identify and escalate situations requiring urgent attention, track, route, and redirect issues to correct support resources to ensure timely resolution of issues reported
  • Monitor incoming tickets and process in priority order
  • Cost per Contact
  • First Contact Resolution Rate
  • Average Speed of Answer
  • Monitoring Military Health Systems (MHS) trouble ticketing system queues, entering and managing software problem incidents
  • Reviews Trouble Ticket to ensure that the documented information is complete, accurate, and sufficient to facilitate analysis of the issue
  • Coordinate with the MHS Help Desk and/or ticket originator to confirm or obtain additional information as needed

Education


American Sentinel University
2006 - 2011
Bachelor's Degree in Computer Science

Professional Skills


  • Demonstrated problem solving ability and strong documentation skills, and demonstrated organizational skills and the ability to multi-task
  • Excellent written and verbal skills, excellent customer service skills
  • Strong ability to develop business relationships and communicate effectively with the user community - Strong troubleshooting skills
  • Demonstrate effective soft skills, active listening skills, and ability to empathize with customer’s situation
  • Very Strong customer service Skills and communication skills
  • Excellent written skills, ability to effectively and efficiently document user questions, issues, and requests
  • Communication Skills - Professional and effective communication skills over multiple media platforms: Telephone, email, in-person

How to write Help Desk Support Resume

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

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

Contact Information For Help Desk Support Resume

The section contact information is important in your help desk support 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 Support Resume

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

  • Good phone and people skills to communicate effectively with customer
  • Good interpersonal and communication skills; ability to relate well and cooperate with others
  • Excellent and demonstrated communication and customer support skills
  • Excellent problem-solving skills and patience in dealing with frustrated users
  • Excellent communication, interpersonal, troubleshooting and customer service skills
  • Thrive in a fast-paced environment with good organizational and problem solving skills

Education on a Help Desk Support Resume

Make sure to make education a priority on your help desk support 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 support 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 Support Resume

When listing skills on your help desk support 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 support skills:

  • Strong written and verbal communication skills. Good telephone manner
  • Excellent communication skills; Demonstrates a customer orientation
  • Prior work experience some prior experience as a Help Desk Support Analyst
  • Strong oral and written communication skills, to include reading, writing, speaking, and understanding English
  • Excellent analytical and problem-solving skills, adept at identifying root cause and finding solutions
  • Prior experience successfully leading or managing a team of Technical IT resources with demonstrated progression of increased scope and complexity

List of Typical Experience For a Help Desk Support Resume

1

Experience For Help Desk Support Technician Resume

  • Background in customer service and excellent problem solving skills
  • PC literacy (including Microsoft Office Suite), along with strong technical skills
  • Prior experience supporting clients in professional manner
  • Prior experience in a data center environment
  • Effectively manage length of calls/handle time
  • Strong multitasking abilities; detailed oriented; excellent problem solving abilities
  • Experience installing, configuring, and maintaining servers and workstations
  • Experience using ticketing systems and writing technical support reports and documentation
  • Experience working with Help Desk software applications, which includes following pre-defined workflow and business processes
2

Experience For Help Desk Support Analyst Resume

  • Two years experience working with and supporting computers, software, printers, telephony, enhanced classroom technologies, and network devices
  • Experience working with and supporting Microsoft business productivity applications, e.g. Office 2013/2011/2016,Visio, OneNote, Project, etc
  • Experience working with and supporting Adobe software applications, e.g. Adobe Acrobat, Photoshop, Illustrator, InDesign, etc
  • Communicate troubleshooting processes and resolutions to promote team learning, feedback, and effectiveness
  • Experience training others in applications and systems fundamentals, and writing basic technical documentation would be considers an asset
  • Capable of prioritizing activities
  • Experience with desktop user support required, preferably in a help desk/customer service setting required
3

Experience For Help Desk Support Spec Resume

  • Monitor and follow up with all trouble tickets to ensure completion giving priority to Track tickets in system to ensure timely completion
  • Experience of working on a help/service desk
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows 7, 8, and 10, Office 2013 & 2016, and Office 365
  • Hands on experience troubleshooting Microsoft Office products primarily Microsoft Office 2010, 2013, 2016 and Office 365
  • Good working knowledge of Google and Microsoft Office Products especially Excel
  • 2-4 yrs customer service experience
  • Comptia A+ strongly prefered
  • A+ certification strongly prefered
  • Analyze, organize, prioritize, implement, and control business activities and transactions
4

Experience For Help Desk Support Associate Resume

  • Function in multiple accounts with multiple skill set requirements
  • Manage service ticket queue, prioritize requests and perform work to meet or exceed clients’ expectations
  • Combine demonstrated technical qualities with exceptional customer service in daily responsibilities
  • Demonstrated knowledge of Windows operating systems
  • Good understanding of Cisco SSL VPN and Citrix setup and configuration
  • Good understanding of Malware/Virus/Rootkit apps
  • Basic networking knowledge & experience
  • Experience with Microsoft Windows and PC Hardware
5

Experience For Help Desk Support Representative Resume

  • Experience with Mac OS and Apple products
  • Desktop support, help desk and end user support experience
  • Basic HTML experience is required
  • Understanding of basic networking technologies and protocols (Local area networking, DNS, Security, IP routing, HTTP, VPN,etc.)
  • Receiving, logging and managing calls from internal/external customers via the Cisco ACD Call system
  • Looking for someone who is familiar or supported the UNIX and Linux environment (Having just an understanding around what it is, is fine)
  • Understanding computer operating systems (Mac, Windows, Android, iOS), hardware, protocols, and standards
  • Troubleshooting and has a fundamental understanding of UPMC System support/Knowledge repository and ability to navigate to resolve common customer issues
  • Performing file transfers Perform project work when required; and, Troubleshooting issues to a resolution
6

Experience For Robotics Process Automation Help Desk Support Resume

  • Creating and updating user accounts via Active Directory
  • Working knowledge of fundamental operations of relevant software, hardware and other equipment specifically mobile applications on Android and iOS
  • Working knowledge of Windows 7/8.1, MS Office suite (2007 and above) and Windows 2008/2012 Server environment
  • Working knowledge of XP and Windows 7
  • Understanding ITIL terms and processes
  • Answering Support Calls/Answer Support Chats Provide customer service support to any or all customers via calls/chats
  • Meeting Participation Attend meetings on time, ask questions and apply feedback
7

Experience For Help Desk Support Agent Resume

  • Securing UPMC Data/Information Protect the integrity and confidentiality of all data and information through physical and electronic measures
  • Working knowledge of all current versions of Microsoft Windows and Microsoft Office applications
  • Working knowledge with Microsoft Office suites products as well as Anti-virus/span software
  • Understanding of system resources and allocation
  • Understanding of network essentials, troubleshooting network and cable connectivity using Fluke equipment
  • Diagnosing, troubleshooting and providing solutions for technical user problems
8

Experience For IT Help Desk Support Emeai Resume

  • Working knowledge of networking including TCP/IP, DHCP, DNS, etc
  • Closing Help desk calls on first contact, as well as escalating tickets for tier two teams
  • Troubleshooting issues with the EMR system
  • Responding to Support tickets and emails
  • Safeguarding classified and other sensitive material
  • Understanding of MS Office and other standard software
  • Mapping of network printers and network share drives
  • Monitoring the status of equipment such as; PCs, printers
  • Continuing education in a computer related field
9

Experience For Help Desk Support Asociate Resume

  • Proof, review, and update existing IT How To’s, format all existing documents using new template
  • Assist level 2 and level 3 teams with identifying issues or implementing fixes to restore service Utilizes scripts and available tools when assisting customers
  • Familiarity with multiple operating systems, including Windows 7, 8.1, 10, iOS, and Android
  • Follow pre-established procedures and proactive in recommending improvements to existing procedures
  • Thorough understanding of mobile applications and their operating systems (iOS and Android)
  • Provide Video teleconferencing scheduling support
  • Proficiency in navigating and configuring the OS
  • Basic troubleshooting knowledge of mobile computing devices, such as table, PCs, notebook PCs, and Blackberries
10

Experience For It-help Desk Support Level Resume

  • Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships
  • System Interruption Response and Handling Follow the System Interruption Handling process consistently
  • Handle minor triage issues with basic troubleshooting and escalating all other issues to Level 2 and 3 support
  • Our client is looking for a motivated and enthusiastic individual that is looking to grow their IT career within a technical support environment
  • Set up new computers including connecting keyboard, mouse, and monitor to PC’s. Check for proper operation and installation software
  • Responsible for safeguarding confidential information and documenting issues and resolutions
  • Supports enterprise-wide compliance initiatives by complying with control requirements and standards when fulfilling requests
  • Develop a full understanding of the processes and procedures in scope by the team in order to deliver a high quality provisioning service to our customers
  • Assist with on boarding of new Agents by training and allow others to shadow

List of Typical Skills For a Help Desk Support Resume

1

Skills For Help Desk Support Technician Resume

  • Technical Skills/Problem Solving Understand the basics of UPMC technologies. Apply basic problem solving skills to achieve resolution
  • Excellent problem diagnosis and problem solving skills. Ability to analyze customer problems by type and severity for problem determination and resolution
  • Able to exhibit good problem solving skills
  • Attention to details and excellent problem-solving skills
  • Excellent telephone skills and ability to deal with all situations with exceptional customer service
2

Skills For Help Desk Support Analyst Resume

  • Top tier customer service skills and a commitment to the quality of the customer’s experience
  • Communication skills need to be very strong as well as written communication. No exceptions
  • Excellent verbal/phone and written communication skills required
  • Utilize excellent customer skills to meet or exceed customers’ expectations
  • Effectively manage priorities, communicate progress and raise impediments as needed
  • Good listener and communicator to effectively assist customers and provide resolutions
  • Highly motivated and energetic with excellent communication skills and who can integrate well at all levels
3

Skills For Help Desk Support Spec Resume

  • Excellent people and oral communication skills
  • Good organizational and time management skills; self-starter
  • Good diagnostic and analytical skills
  • Excellent oral and written communication skills with the ability to translate technical information to non-technical staff
  • Excellent interpersonal, written and communication skills required
  • Work independently as a team member with strong communication and interpersonal skillsSearch Jobs US
  • Uses effective customer service and communication skills
4

Skills For Help Desk Support Associate Resume

  • Effectively prioritize work efforts
  • Excellent PC and data entry skills
  • Outstanding interpersonal and soft skills
  • Proficient typing skills (using two hands and all fingers) to be able to record troubleshooting information while talking on the phone
  • Experience using and supporting the use of smartphones for business, including the use of business email applications such as Good Mobile
5

Skills For Help Desk Support Representative Resume

  • Proven experience troubleshooting and resolving Windows 10, Microsoft Office 2013/2016 issues. Including Microsoft Project and Microsoft Visio
  • Proficiency with server and application troubleshooting, analysis, critical thinking and problem solving skills
  • Prior experience working in a help desk support role for a small company
  • Time management and problem-solving skills
  • Strong experience troubleshooting Windows 7
  • Work effectively in a team environment and with a wide range of professionals at all levels
6

Skills For Robotics Process Automation Help Desk Support Resume

  • Work effectively with remote cross functional teams on complex problems
  • One to three years proven Help Desk experience
  • Professional and businesslike manner and communicates effectively with customers and associates
  • Monitor and respond quickly and effectively to requests received through the IT help desk
  • Monitor and respond quickly and effectively to calls or chats received to the Service Desk
7

Skills For Help Desk Support Agent Resume

  • Use of the tools and knowledge available to effectively troubleshoot and resolve issues
  • Develop and maintain superior customer service and incident management skills
  • Strong preference given to candidates with SCCM or imaging experience with a similar tool
  • Solid experience with Windows 7 and 10 in the Manufacturing Industry
  • Proven relevant Service Desk experience with in the past 4 years
  • Effectively communicate IT policies and procedures to the EWU user community
  • Demonstrated ability to de-escalate customers, turning bad experiences to positive ones
8

Skills For IT Help Desk Support Emeai Resume

  • Training and/or documentation experience (education considered in lieu of experience)
  • Competence in general computer operation skills
  • Effectively communicate in both spoken and written form to diverse constituencies, both technical and non-technical
  • Analyze each request to verify that it contains the required information to effectively work the request
  • Proven experience as a help desk Analyst or other customer support role
  • Smart phone troubleshooting and set up skills required
9

Skills For Help Desk Support Asociate Resume

  • Customer Service – client facing and communication skills
  • Effectively probes customers in order retrieve the actual problem or the underlying cause of a problem
  • Extraordinary analytical & problem solving skills
  • Seeks feedback from senior team members for development and effectively incorporates feedback into work and behaviors
  • Monitor and respond quickly and effectively to calls or chats received to the Client Service Desk
  • Monitor and respond quickly and effectively to calls or chats received to the Capital One Service Desk
  • Effectively communicate issues and status updates with business users, service providers, and management teams
  • Bilingual language skills - Spanish highly desirable
10

Skills For It-help Desk Support Level Resume

  • Oral and Written Communication /Good to Excellent Grammar
  • Maintain accurate database of hardware and accessories with the communication skills to keep the COR aware of needs and requirement of the program
  • Monitor and respond quickly and effectively to calls or chats received to the company’s desk
  • Creating and updating tickets via Footprints ticketing system according to specified priority levels
  • Identifying and escalating priority issues per client specifications
  • Problem-solving by collecting data, establishing facts, and drawing valid conclusions on a timely basis to assist clients with their support needs
  • Software Experience: Interactive Intelligence, Service Now, Staffing/Scheduling applications, Erlang modeling, Knowledgebase tools, ACD/Call management systems

List of Typical Responsibilities For a Help Desk Support Resume

1

Responsibilities For Help Desk Support Technician Resume

  • Strong written and verbal interpersonal skills, and customer service ability
  • Excellent teamwork skills and detail-oriented
  • Looking for someone who has had call center experience. Technical experience is necessary, but really needs to know the fast-paced environment of a call center
  • Well developed troubleshooting skills
  • Strong experience troubleshooting Windows 7 and Windows 10
  • Prior IT Service Desk Management or help desk operations experience
  • Deals effectively with antagonistic situations, using appropriate interpersonal communication to reduce tension/conflict
2

Responsibilities For Help Desk Support Analyst Resume

  • Microsoft Office Skills - Outlook, Word and Excel
  • Prior technical help desk experience
  • Experience with Active Directory (resetting passwords, creating and deleting groups)
  • Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues
  • Experience wtih some sort of ticketing system. The client is eventually going to be implementing Service Now
3

Responsibilities For Help Desk Support Spec Resume

  • Experience using ticketing systems, writing technical support documentation and computer proficiency with hardware and software technologies is required
  • Experience working in an enterprise IT environment diagnosing and resolving various computer hardware and software related problems
  • Experience using IT ticketing system
  • Experience installing and uninstalling software
  • Experience with installing desktop backup software and restoring data
4

Responsibilities For Help Desk Support Associate Resume

  • Any experience within Active Directory at a very basic level (creating users, resetting passwords, etc.)
  • Any experience within Active Directory at a very basic level (creating users, resetting passwords, etc.) is nice to have
  • Experience working within a fast-paced, high request volume, enterprise-level Provisioning Operations service
  • Experience with Incident Tracking and Ticketing tools, such as Service Now, HP Service Manager or similar
  • Experience working with Windows 7 and Windows 10 Operating systems
  • Experience troubleshooting Windows 7 and Windows 10 Operating systems
  • Experience using various Windows Operating systems, i.e., Windows 10, Windows 7
  • 3) Experience creating helpdesk tickets through a ticketing system
  • Experience troubleshooting with a windows 7 environment and troubleshooting office 2010 user issues
5

Responsibilities For Help Desk Support Representative Resume

  • Experience using a ticketing systems (Heat, ServiceNow, or Remedy are all acceptable)
  • Nice to have previous experience using SNOW (Service Now) Ticketing system
  • Experience working with engineering, network and software teams
  • Experience with incident tracking, best help desk practices, Office Products, and basic NOC and SOC understanding
  • Experience using and administering SharePoint sites
  • Experience working in help desk/phone support and troubleshooting technical issues related to both hardware and software
  • Experienced with supporting computer technology and software such as Windows, Office Suite, Remote Tools, Ticketing, and VPN
  • Experienced in call routing and case management processes as well as case logging systems
  • Experience working with a ticketing system and be able to document and escalate tickets
6

Responsibilities For Robotics Process Automation Help Desk Support Resume

  • Previous experience working with ServiceNow ticketing systemSearch Jobs US
  • Experience supporting and troubleshooting network connectivity
  • Previous experience using a call/incident tracking system
  • Experience writing Standard Operating Procedures (SOP)
  • Experience providing tier one help desk support, triaging calls, password resets, etc
  • Experience using a ticketing system such as Remedy
  • ) Active Directory- Experience setting up new users, password resets and cleaning up permissions
  • Experience using knowledge management systems
  • Good understanding of IT operations processes
7

Responsibilities For Help Desk Support Agent Resume

  • Experience troubleshooting two-factor authentication issues
  • Experience providing support by Remote Desktop Connection
  • Experience troubleshooting wired and wireless data communications and connectivity issues
  • Monitors and operates the Help Desk Ticket Systems in accordance with operating instructions
  • Experience working as an IT help desk staff
  • Help Desk Experience; resolving issues
  • Experience using a PC
8

Responsibilities For IT Help Desk Support Emeai Resume

  • Work a flexible schedule as necessary and intelligently juggle sometimes conflicting priorities
  • Experience working within an Agile-focused team
  • Proven success working in high-volume, 24x7 technical call centers
  • Hands-on experience with Microsoft Windows XP or Windows 7 operating system
  • Service Now helpdesk ticketing system experience is desirable
  • Experience documenting technical information into a knowledge-base and/or process documentation
  • Experience using web-browsers, i.e., Internet Explorer, Firefox, Google Chrome, Safari etc. and various versions thereof
9

Responsibilities For Help Desk Support Asociate Resume

  • Experience using MS Office, MS Excel, MS Outlook
  • Basic to general understanding of computer systems, preferably with electronic health record systems or a combination of education and experience
  • Experience giving technical support over the phone
  • Experience troubleshooting MS Office / Outlook
  • Experience with network troubleshooting, connectivity issues, network errors, etc
  • Experienced in supporting Windows
  • Motivated individual with a curious mindset looking to advance technical experience
  • Related experience with a ticketing system- service now
10

Responsibilities For It-help Desk Support Level Resume

  • 2) Experience supporting Email issues (Preferably outlook)
  • 3+ yrs. experience with desktop/software troubleshooting is required
  • Ideal applicant would have past experience working with remote employees over the phone
  • Experience in direct end user support including Microsoft Office applications. (Required)
  • 2yrs experience working in Help Desk/Tech. Support capacity

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