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Help Desk Support Resume: Examples and Best Practices

A well-crafted Help Desk Support Resume is critical for job seekers who want to land a Help Desk Support job. A Help Desk Support Resume serves as an introduction to the job candidate and provides a snapshot of their experience and qualifications.

A Help Desk Support Resume that is poorly written or lacks information can immediately disqualify a candidate from consideration. Conversely, a well-written and tailored Help Desk Support Resume can set a candidate apart from the competition and increase their chances of getting an interview.

Key Elements of a Help Desk Support Resume

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

A. Contact Information

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

B. Summary Statement/Objective Statement

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

C. Relevant Skills and Qualifications

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

D. Work Experience

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

E. Education and Certifications

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

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

Best Practices for Writing a Help Desk Support Resume

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

A. Tailor Your Resume to the Job

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

B. Use Keywords and Phrases from the Job Posting

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

C. Highlight Your Achievements and Responsibilities

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

D. Keep it Brief and to the Point

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

E. Use Action Verbs and Quantify Your Achievements

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

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

Examples of Help Desk Support Resumes

Sample help desk support resume #1.

Name: John Doe

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

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

Experience:

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

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

Sample Help Desk Support Resume #2

Name: Jane Smith

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

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

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

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

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

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

Sample Help Desk Support Resume #3

Name: Mike Johnson

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

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

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

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

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

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

Tips for Crafting a Stand-Out Resume Summary

A. Importance of a Strong Resume Summary

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

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

B. Examples of Effective Resume Summaries

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

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

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

C. Tips for Writing an Effective Resume Summary

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

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

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

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

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

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

Common Mistakes to Avoid in Help Desk Support Resumes

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

A. Generic Resumes that Lack Details

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

B. Typos and Grammatical Errors

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

C. Including Irrelevant Information

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

D. Exaggerating Accomplishments and Skills

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

Help Desk Support Resume Template and Format

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

A. Proper Formatting of a Help Desk Support Resume

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

• Contact Information
• Objective Statement
• Professional Summary
• Certifications

Technical Skills

• Professional Experience

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

B. Recommended Font, Margins, and Spacing

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

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

C. Resume Templates for Help Desk Support Professionals

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

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

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

How to Showcase Soft Skills in a Help Desk Support Resume

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

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

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

B. Examples of Relevant Soft Skills

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

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

C. Tips for Highlighting Soft Skills in Your Resume

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

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

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

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

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

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

Qualifications and Certifications to Include in Your Help Desk Support Resume

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

A. Relevant Qualifications for Help Desk Support Professionals

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

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

B. IT Certifications for Help Desk Support Professionals

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

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

C. Tips for Highlighting Your Certifications and Qualifications

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

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

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

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

A. how applicant tracking systems work.

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

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

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

B. Best Practices for Optimizing for Applicant Tracking Systems

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

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

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

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

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

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

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

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

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

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

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

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

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

Hardware Skills

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

Software Skills

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

Network and Security Skills

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

Remote Support Tools

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

Mobile Devices and Applications

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

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

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More from ResumeHead

Help Desk Resume: Template for Download & Practical Examples

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

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

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

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

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

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

Help Desk Resume Sample

Talented computer support specialists are always in demand. 

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

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

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

[Maria Johnson]

[Help Desk Analyst]

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

>> Summary <<

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

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

Help Desk Analyst

Example Co., Chicago IL. 

May 2019 – present

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

Help desk Analyst

Hudson, Chicago, IL

February 2016 – April 2019

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

Certification

CompTIA A+ – issued by Google IT Support, 202

Bachelor of Communication

University of Seattle, Seattle

What’s the Best Help Desk Resume Format?

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

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

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

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

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

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

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

How to Write a Help Desk Resume Summary or Resume Objective

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

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

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

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

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

Help Desk Resume Summary Example

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

How can you catch the recruiter’s attention? 

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

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

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

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

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

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

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

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

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

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

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

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

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

How to Write an Entry-Level Help Desk Resume Objective

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

This is the information that should be included: 

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

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

Entry-Level Help Desk Objective Example

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

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

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

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

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

How to Describe Your Help Desk Experience

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

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

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

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

Help Desk Resume Examples: Experience

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

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

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

Here is what your experience section should look like:

Help Desk Technician

Illinois Office of Inspector General, Chicago, IL

2019 – present

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

Entry-Level Help Desk Resume: Experience Section

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

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

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

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

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

IT Intern XYZ 

School District, Jackson, USA 2021 – 2022

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

Is Your Education Section Troubleshooted? It Might Be

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

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

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

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

Help Desk Resume Education Section Example

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

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

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

BSc. Degree in Computer Information Systems 

NYC College, New York, NY

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

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

The Best Help Desk Skills for a Resume

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

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

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

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

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

Soft Skills

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

Hard Skills

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

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

How to Add Other Sections for an Effective Resume

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

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

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

Help Desk Resume Samples: “Other” Sections

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

Continued learning

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

>> Languages <<

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

>> Personal Interests and Endeavors <<

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

Checklist to Keep in Mind

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

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

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

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

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

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

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

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

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

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

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

Help Desk Resume Templates

Jump to a template:

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

Jump to a resource:

• Keywords for Help Desk Resumes

Help Desk Resume Tips

• Action Verbs to Use
• Related Administrative Resumes

Get advice on each section of your resume:

Template 1 of 3: Help Desk Analyst Resume Example

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

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

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

   demonstrate your knowledge of help desk software..

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

   Highlight your technical skills.

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

Skills you can include on your Help Desk Analyst resume

Template 2 of 3: help desk technician resume example.

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

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

   indicate your familiarity with agile principles..

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

   Mention your abilities to cooperate with teams.

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

Skills you can include on your Help Desk Technician resume

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

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

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

   include volunteering experience in it..

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

   Highlight projects in which you used your transferrable skills.

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

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

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

   Highlight your technical skills

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

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

   Emphasize your customer service experience

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

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

Instead, quantify your achievements and provide specific examples:

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

   Show your problem-solving skills

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

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

   Tailor your resume to the job description

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

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

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

   Include relevant certifications

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

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

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

   Highlight your achievements

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

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

Instead, quantify your achievements:

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

Writing Your Help Desk Resume: Section By Section

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

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

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

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

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

2. Include essential contact details

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

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

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

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

3. Optionally include your target job title

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

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

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

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

  Summary

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

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

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

1. Highlight your technical expertise

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

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

• Experienced IT professional with a background in technical support

Provide specific details about your technical skills:

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

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

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

2. Emphasize your customer service skills

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

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

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

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

3. Tailor your summary to the specific role

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

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

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

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

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

  Experience

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

1. Focus on your help desk achievements

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

For instance, instead of writing something generic like this:

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

Highlight your achievements with specific details and numbers:

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

2. Highlight your technical skills and tools

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

For example:

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

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

3. Show your career progression

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

For instance:

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

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

  Education

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

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

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

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

2. Include relevant certifications

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

Relevant certifications for help desk roles include:

• ITIL Foundation
• Microsoft Certified Solutions Associate (MCSA)

Here's an example of how to list certifications:

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

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

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

Senior help desk professionals should avoid:

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

Instead, keep it simple:

Bachelor of Science in Information Technology University of Texas at Austin

Action Verbs For Help Desk Resumes

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

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

• Streamlined
• Interpreted
• Troubleshooted
• Strengthened

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

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

Action Verbs for Help Desk Resumes

Skills for help desk resumes.

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

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

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

Service Desk

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

Skills Word Cloud For Help Desk Resumes

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

How to use these skills?

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Help Desk Resume Guide

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• All Resume Examples
• Help Desk CV Examples
• Help Desk Cover Letter
• Help Desk Interview Guide
• Explore Alternative and Similar Careers

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IT Help Desk Support Resume Examples

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

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

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IT Help Desk Support

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

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

Core Skills :

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

Professional Experience :

Help Desk Support, ABC Company, 2015 – Present

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

Help Desk Analyst, XYZ Company, 2013 – 2015

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

Education :

Bachelor of Science in Information Technology, ABC University, 2013

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IT Help Desk Support Resume with No Experience

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

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

Responsibilities

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

Experience 0 Years

Level Junior

Education Bachelor’s

IT Help Desk Support Resume with 2 Years of Experience

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

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

Responsibilities :

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

Experience 2+ Years

IT Help Desk Support Resume with 5 Years of Experience

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

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

Experience 5+ Years

Level Senior

IT Help Desk Support Resume with 7 Years of Experience

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

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

Experience 7+ Years

IT Help Desk Support Resume with 10 Years of Experience

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

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

Experience 10+ Years

Level Senior Manager

Education Master’s

IT Help Desk Support Resume with 15 Years of Experience

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

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

Experience 15+ Years

Level Director

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Key takeaways for an IT Help Desk Support resume

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

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

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

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

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

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

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IT help desk is an important part of any organization.

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

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

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

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

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

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

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

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

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

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

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

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

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

Pick the Right IT Help Desk Resume Format

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

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

[ Back to Table of Content ]

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

IT Help Desk Resume: Personal Information

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

An ideal personal information section should contain the following:

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

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

• LinkedIn profile link
• Link to an online portfolio

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

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

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

IT Help Desk Resume: Profile Title

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

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

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

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

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

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

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

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

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

STAR Format

• Frame Points

Bucketing & Bolding

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

STAR refers to:

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

Framing Points

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

Well, the answer is simple!

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

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

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

IT Help Desk Resume Example 1

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

IT Help Desk Resume Example 2

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

Framing Points: Analysis

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

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

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

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

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

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

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

Bucketing & Bolding: Analysis

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

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

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

IT help desk resume sample for Professional Experience

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

IT Help Desk Resume Keywords

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

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

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

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

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

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

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

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

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

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

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

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

IT Help Desk Resume: Certifications

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

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

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

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

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

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

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

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

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

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

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

IT Help Desk Resume Summary

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

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

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

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

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

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

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

IT Help Desk Resume Objective

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

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

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

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

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

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

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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
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• Content Relevance
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• Design Compatibility
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• Performance Assessment
• Resume Formatting (font, margins, the order of sections, etc.)

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• JD-resume matcher
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• 1-click design change
• A sharable link
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• LIVE resume editor
• Option to save unlimited resumes

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

Key Takeaways

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

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

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

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Helpdesk Resume Samples

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

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• Assist project team to develop and maintain periodic status reports to keep management informed on project progress
• Anti-malware, digital certificates, penetration testing, security and compliance management, encryption standards, firewall rule management, etc
• Basic Active Directory (Adding and Deleting Users) Network ( Adding network drives etc.)
• Ethernet and wireless networking and related protocols; VPN, remote access, and configurations of home PCs connected to the corporate network remotely
• Interact with managers, operation leaders, financial controller and to conduct Earned Value Management assessments
• Working with the team to identify and prioritise self-development and learning opportunities
• Develop and update weekly short interval schedule working with superintendents and field engineers
• Work with hiring managers to ensure proper customer service is being delivered
• Execute previously created SQL queries
• Development of documentation for complete and up-to-date Helpdesk Procedures Manual
• To participate in both Customer/Dealer visits to the DC Rugby facility and visits to the Truck, Bus and Penta dealer networks
• To assist colleagues in ensuring that all tasks within the Helpdesk are handled in accordance with the agreed timescales
• To participate in the development of new customer service solutions to ensure the ever-changing demands of the customer are fulfilled
• Assist with hiring process questions
• Attend weekly operational review meetings with Account Manager and/or Assistant Contract Manager to review/discuss outstanding works
• Possess a proactive approach to your own personal development and assist in the development of others on the Helpdesk and within the FM Teams overall where necessary
• Lead the production, building and analysis of detailed management information reports to assist with performance management and measurement of SLA’s and KPI’s
• Lead in the development and implementation of planned preventative maintenance schedules and manage reactive requests in accordance with contract specifications and Key Performance Indicators
• Self directed ongoing training, plus structured product or vendor related training. Keep up to date on current product versions and/or new products during specified schedules and/or off-peak hours
• Answers, evaluates and prioritizes incoming telephone, voice mail, e-mail and in-person requests for assistance from users experiencing problems with hardware, software, networking and other computer-related technologies
• Assisting with asset scheduling, storing and uploading of documentation for robust compliance, to ensure buildings – (approximately 33) - across the estate operate effectively and efficiently
• Solid experience with Windows XP and Windows 7 support and relevant troubleshooting. Good knowledge of Mac OS platform is
• General Duties- Answering phone calls regarding any IT issues or Telecom issues for employees and affiliates. Try to resolve all issues and if unable to do, escalate to second tier. Handle network, software and hardware issues
• Solid knowledge of network fundamentals, including TCP/IP and DNS
• Knowledge of folder redirection, roaming and static profile support a PLUS
• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities - Read technical manuals, dialogue with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
• Walk customer through basic problem solving process in a professional manner, providing assistance through each step and ensuring the problem gets resolved to the customer’s satisfaction
• Document, track and monitor requests/problems and actions per defined processes, ensuring timely resolution and end-user satisfaction. Support audit activities by providing policies, processes, and data/records
• Provide timely resolution of system/application problems as dispatched by the help desk through problem determination, ownership, root cause, problem logging and follow through to completion
• Assist customers with support for incoming queries and issues related to computer systems, software, and hardware. Perform call processing, incident management, service request management, and escalation of higher level incidents and problems to other IT functional teams
• Proven ability to act with a sense of urgency while maintaining composure and professionalism during potentially emotional critical situations

15 Helpdesk resume templates

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• Solid experience with Windows XP and Windows 7 support and relevant troubleshooting. Good knowledge of Mac OS platform is a plus
• Desktop/Phone support experience
• Experience with MS Office2007 support, particularly Outlook2007
• Blackberry and Smartphone support experience
• Good communication with end-users and customer focused
• Good problem solving and root cause analytical capabilities
• Hold positive working attitude and be a committed team player
• Windows/Mac OS and software installation for laptop and desktop
• Routine desktop/laptop hardware and software troubleshooting
• Tickets/requests follow-up and urgent incident escalation in day to day work
• IT inventory (laptop/desktop, spare parts)
• Escalate unresolved problems
• Assemble and configure desktop/laptop for new employees
• Be able to work nights/weekends

Helpdesk Administrator Resume Examples & Samples

• Ensures all daily processing of change request are completed in a timely & accurately manner
• Ensures all client events are set up with proper payment cycle and communicates payment processing schedule on a monthly basis
• Thoroughly checks systems to eliminate errors
• Communicates with Symcor the release of all daily payments
• Escalates all issues to Senior Administrator or Managers
• Tracks all Quality control statistics on a monthly basis while maintaining detailed statistics on new and lost business
• Thoroughly investigates all systems inquiries
• Supports senior administrator on special projects and deliverables
• Ensure all required documents are kept with Due Diligence
• Reviews all systems processes on an annual basis for accuracy and validity
• Effectively communicates with all peers and managers
• Active participant in all team meetings
• Provide back up to Tax Administrator Role
• University or post-graduate degree
• Knowledge of Pension industry
• Advanced Microsoft skills
• Programming skills an asset
• Strong Organization skills
• Strong Communication skills

Junior Helpdesk Technologist Resume Examples & Samples

• 2 - 5 years of information technology experience
• Bachelor's degree, preferably with academic exposure to Computer Science and/or other technology related academic topics
• Team player able to build strong internal and external relationships
• Strong analytical skills, attention to detail, and the ability to consistently follow-through to assure problems are resolved on a timely basis
• MCSE, CCNA training or certification

Helpdesk Tech Level Resume Examples & Samples

• Ensure that all problems related to the users and related hardware components are resolved within acceptable levels of service
• Assist senior IT personnel in managing network-based services on Windows and Macintosh OS based servers and workstations, including but not limited to: DHCP, Active Directory, Open Directory, Printer and File Sharing
• Provide training for self and users, as needed on operating systems and hardware platforms

E Helpdesk Resume Examples & Samples

• Affinity with online products and basic IT knowledge
• Familiarity with science / publishing in a broad sense
• Proficiency with Windows, HTML and PDF format
• Database knowledge and ability to work under pressure / deadlines
• 1-2 years of relevant work experience
• Post-secondary education or equivalent experience and training

L Helpdesk Resume Examples & Samples

• Assign who will own the accurate & timely submission of the HO report
• Know the high level status of all critical and high user escalated tickets
• End-to-end accountable and responsible for the whole shift
• Responsible for proper management of ticket assignment in a shift (user escalated, scheduled changes, and new fulfillment requests or for follow-up)
• Perform DM work (e.g. issue resolution) apart from being accountable and responsible for the whole shift
• Responsible for proper assignment/delegation of tasks within the shift
• Responsible for manning the Support Ion; acts as team's single point of contact to other support teams, DLMs, stakeholders, etc
• Manage the Support mailbox by ensuring that all emails are read and responded accordingly
• Monitor the incoming auto-tickets and EGNs, informs Primary DM for assignment
• Graduate of Information Technology, Computer Science or related area of study
• 3-5 years experience in SQL and UNIX
• Knowledgeable in ITIL, Linux, Scripting and Programming
• 2nd Level in Help Desk

Senior Manager Hsbcnet Helpdesk Resume Examples & Samples

• Work is complex or specialized in nature
• Work is performed under general direction and assigned in terms of specific objectives to be achieved
• Requires considerable initiative and judgment in delivering results
• Work often requires the ability to handle more than one assignment at a time
• Resolves problems requiring judgment to select a solution from a number of alternatives
• Outcomes are reviewed in terms of adherence to general policies, accuracy of methods, and general efficiency
• Work is in office environment where systems are available in meeting service quality objectives
• Will be required to work outside of regular business hours every day
• May be able to work from home
• International travel may be required

Electronic Banking Helpdesk Representative Resume Examples & Samples

• Must have excellent interpersonal skills, as well as verbal and written communication skills both in Romanian and English
• Excellent telephone skills and high level of customer service orientation, creativity, initiative and flexibility are required
• Has to have excellent ability to pay attention to details, work under pressure and set own priorities
• Responsiveness, responsibility and initiative
• Good team building skills and presentation skills are also needed
• Good knowledge of specific technical requirements (i.e Internet, Java, MacOS, Mozilla, Safari)
• Be able to understand and best solve the clients’ requests
• Very good knowledge of TTS Products
• At least 1 year experience in Customer Support and/or Banking
• Excellent writing and speaking in English

Hsb Cnet Helpdesk Service Associate Resume Examples & Samples

• Work involves routine or repetitive tasks under direct supervision
• Work is completed according to well-defined, established procedures involving limited independent judgment
• Supervisor provides direction for unfamiliar situations
• Decisions and quality of work will have an impact on customers and / or functional area
• Role involves some exposure to customers
• May be required to work outside of regular business hours. Regular shifts could be between 5am and 8pm
• Secondary school graduation
• Team player and development minded
• Good communication (verbal and written), customer service and interpersonal skills
• Ability to learn and operate new software and technology
• Detailed orientated with good time management and organizational skills

Technical Helpdesk Associate Resume Examples & Samples

• Offering 1st Line Support to an International Restaurant Chain for their International Operation
• Supporting customers in resolving their IT problems, offering support for both soft and hardware queries
• Offering a high level of customer service at all times and showing a degree of patience with a professional attitude
• Working as part of a team covering the centre on a 24/7 basis
• Working on a shift basis on a 40 hour week
• Identifying issues quickly and escalating where applicable
• Working to ‘case resolution’ KPI’s and targets
• Confident IT skills
• IT Helpdesk experience
• Demonstrable ability to investigate and resolve problems
• Experience of offering a high level of Customer Service
• Due to unusual hours, own transport is required as Public Transport is limited when shifts finish late
• Logging calls made to the help desk and dealing with them appropriately
• Dealing with Software / Hardware support incidents
• Responsible for liaising with clients regarding all aspects of support calls
• On site visits during ‘Project Go Live’ and subsequent follow up visits, when needed

Technical Helpdesk Associate With English & French Resume Examples & Samples

• Support must be provided in French
• To allocate more complex calls to the relevant 2ndlevel Support members. Requirements
• Relevant experience would be an advantage but is not a must as we will provide training
• Very good knowledge of French
• Must be willing to work in a team
• Strong problem solving abilities and assertiveness
• Motivation to learn and work in a service desk environment
• Willingness to work on shifts 6am-10pm Monday-Friday and bank holidays
• Customer service experienced would be a plus

Analyst, Helpdesk & System Access Management Resume Examples & Samples

• 25% Systems Access Management
• Responsible for the validation, input and accuracy of the BMO Buying Online, BMO EZ Pay, SEMS, Ariba, and Details Online user id set-ups and location database
• Maintenance and updating of supplier contact information in SEMS for launching due diligence
• Responsible for set up and maintaining all Delivery Location addresses (Bank and Non Bank locations) on BMO Buying Online, which are subject to high level approvals and audit
• Ensuring that approval authority of users on BMO Buying Online is per policy / approved by the appropriate managers
• Ensure that correct direct deposit information is maintained in BMO Buying Online in order for expense claims to be paid to the correct accounts
• 5% Training
• Education and Training of new and existing users
• Recording Training using Captivate
• Deliver classroom and WebEx based Live trainings
• 65% Application Support
• Provide excellent application support with ownership for first point of contact resolution for all Bank customers contacting the BMO Buying Online Support Line. This includes BMO CAD/US, Nesbitt CAD, Harris Nesbitt Corp, Harris, and Legacy M&I
• In-depth learning of new SPSG applications being supported and application upgrades in order to best assist business partners
• Provide consultation, collaboration, and updates with internal Teams (SPSG, Application Management, Team, Supplier Profile Management Office, etc)
• Contribute to SPSG Customer Service Index by consistently meeting and exceeding customer service goals
• Engage in high quality client interaction by demonstrating empathy, understanding, investigations as necessary
• 5% Processes and Standards Accountability
• Responds to inquiries and requests for assistance within agreed SLA
• Effectively enforce the spirit of the Policies and Directives within the SPSG mandate
• Acquire strong in-depth knowledge of SPSG methodologies and processes as well as Bank-wide Policies and Directives
• Assist in all projects related to the SPSG applications supported (SEMS, Details Online, BMO Buying Online, Ariba)
• 5% Compliance and Operational Accountability
• Participate in SPSG Application upgrades and conversion activities as it relates to business partner experience and provide feedback to the Team Lead, Systems Access and Help Desk Support
• Under the direction of the Team Lead, Systems Access and Help Desk Support, participate in the resolution of system and other technical related problems
• Work with the Governance and IT Security teams to set SOX and other controls around system access
• Sound knowledge of the BMO Financial Group structure i.e. Enterprise-wide
• Advanced and Hands-on experience with MS products, e.g. Excel, Word, Power Point intranet/internet environment and databases from a user interface perspective
• Strong business writing skills
• Fast learner with ability to retain information
• A strong leader and ability to work with individuals in varying levels enterprise wide
• Professional, reliable, punctual and great attendance require

Technical Helpdesk Associate With Dutch Resume Examples & Samples

• Support must be provided in Dutch
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• To allocate more complex calls to the relevant 2ndlevel Support members

NA Helpdesk Team Lead Resume Examples & Samples

• Ensure everyone has completed all work accurately and within SLA timeframe
• Perform day-to-day monitoring of workflows (phones as well as tickets)
• Focus on delivering exceptional client service by taking ownership of issues through resolution and ensure follow-up with our business partner(s) and client
• Responsible for reviewing/analyzing processes for more efficient and cost-effective ways of driving business results or client satisfaction
• Gather information and lead client through diagnostic procedures to determine root cause
• Implement and communicate process changes to workflow guidelines, policies, or procedures to pertinent individuals/management within the team/department
• Escalate issues to immediate manager within a timely manner when business partners are not delivering results or delays could potentially cause a client escalation
• Provide coaching and training recommendations to ensure associates have the latest system updates and tools necessary to succeed in their roles
• Provide back-up coverage for team members during periods of high volumes/short-staffing
• Maintain reports to document team efficiency and associate scorecards
• Generate ticket data reports and distribute to stake holders including scheduled reports and ad hoc requests
• Assign tickets escalated to Level 2 to team members

Helpdesk Lead Resume Examples & Samples

• Leadership - Assists the OMC in ensuring that Support Operations is performed and executed within Service Level Agreement (SLA) to maintain customer satisfaction
• Project-related experience desirable
• Proficient in the use of office applications (MS Office, MS Word, MS Excel, and MS PowerPoint)
• Knowledge in foreign languages is an advantage (e.g., Mandarin, German, etc.)
• Effective time management, documentation and organizational skills
• Able to rapidly learn technical and business techniques and knowledge

Helpdesk Brazil Supervisor Resume Examples & Samples

• Demonstrated initiative in gaining knowledge and participating in departmental projects
• Demonstrates excellence and “above and beyond” customer service attitude consistently in each customer service contact
• Ability to adjust rapidly to changing demands and priorities
• Outstanding problem resolution and training skills
• Must use sound judgment and able to make good business decisions for shareholders and clients
• Ability to proactively initiate and support initiatives, which uphold all core values
• Ability to exercise sound judgment and independent decision making skills
• Two to three years of leadership experience required
• Bachelor degree or studies in Business Administration, Human Resources or related areas
• Ability to work flexible shift assignments
• Ability to develop and maintain business relationships
• Contact center environment experience. Knowledge on systems such as AVAYA, CMS and NICE
• Demonstrates multi-tasking ability, with a consistent record of on time delivery
• Must possess good written communication skills in Portuguese (Spanish and English at least 60% required)
• Strong administrative skills and proven customer service skill
• Must be a self-starter and able to work independently in a fast paced global environment
• Ability to maintain confidentiality and appropriately handle sensitive information with tact and discretion
• Stress tolerance, this is key in the processes since there has to be a lot of interaction with public entities or companies from other Countries

Technical Helpdesk Supervisor With Havant Resume Examples & Samples

• Goods In:- Booking in new stock and repairs
• Inspecting of units against calls
• Liaising with Customers on progress of repairs
• Preparing quotations for repairs
• Carrying out repairs to printers and handhelds
• Goods Out:- Preparing stock for shipment
• Maintaining spreadsheets
• Installing software onto handhelds
• Onsite installations for go lives
• Software version testing
• Updating handheld configuration remotely
• Updating/creating notice layouts
• Monthly reports on all hardware activity
• General helpdesk support for customers

Helpdesk Intern, Fall Resume Examples & Samples

• Some familiarity with Windows and/or Mac
• Ability to work independently with occasional guidance from senior members of the team
• Knowledgeable with Microsoft Office
• Resume must outline other internships, degrees earned, work experience, related clubs and organizations, current major course of study, expected graduation date and extracurricular activities
• Cover letter must include a personal introduction, and days/times available during internship period
• Cumulative GPA of 3.0 or higher

Tech Helpdesk Junior Analyst With English Resume Examples & Samples

• Act as a customer and internal point of contact for assigned contracts
• Responsible for the effective management of external / internal queries / escalations
• Support of asset management database including data quality
• Responsible for co-ordinating end to end MACD
• Liaise between customer and Supply Chain for MACD activity & requirements
• Maintain necessary documentation of process on customers contracts
• Maintain Process and Procedure manual specific to the SDC function on a given contract
• Service Improvement Planning including Root Cause Analysis
• Implementation of continuous service improvement across process and procedures
• Contribute to the P&L performance through cost control and innovation
• Co-Ordinate and gather Financial and volumetric data for monthly billing reconciliation
• Provide necessary support for contract change management
• Build and manage customer relationships
• Excellent organizational skills (Pro-active planning)
• Problem solving skills through LSS or similar
• Change management process (MACD)
• Project Management training (PMI / PRINCE2 or similar) to minimum foundation level
• ITILL (or similar) to minimum foundation level
• Good knowledge of Microsoft Office Products
• Proven track record in the delivery of high quality customer service
• Good technical knowledge of Xerox (or other Vendor from same or similar environment) products and solutions and how they can be leveraged across key business processes
• Experience working in a shared services environment
• Proven ability to work as part of a flexible fast changing environment
• Responsible for asset management of fleet services for Managed print service customers
• Act as point of contact for Move, Add, Change, Delete and internal data collection for meter reading and billing. Escalation point for issues with consumable delivery etc
• Remote meter read collection
• Billing input into Mercury system and provision of back up data to invoice
• Invoice validation
• Move, Add, Change, Delete and asset mgmt. system updates, organizing the logistics of machine moves/liaising with CEVA (logistics) and client regarding delivery/removal of kit
• Maintain asset mgmt. system with updates of contacts and equipment moves
• Production of Management information pack for client review meeting
• Handling client escalations
• Supporting achievement of Service Level Agreement’s
• Ensure feedback from client is passed on to the delivery team to help service improvements
• Implementing effective workflow processes
• Strong IT skills capable of using multiple Xerox systems with training
• Ability to liaise with clients – obtain data over the phone
• Understanding of workflow processes and ability to change
• Proactive approach and self-motivated
• Ability to build strong relationships with remote delivery organization
• Language competency – English needs to be excellent verbal and written
• MS skills – advanced Excel essential
• MS PowerPoint – strong skills in putting together pack from template
• MS Access – beneficial but not essential

Helpdesk Representative Resume Examples & Samples

• Responding to incoming calls and emails which will include critical and noncritical support issues. This will require applying systems analysis techniques and procedures, including consulting with users to determine hardware, software or system functional specifications; and analyzing and testing computer systems or programs, including prototypes, based on and related to user or system design specifications
• Ensuring that client data associated with call responses is recorded timely, accurately and completely
• Reviewing, follow-up, and providing feedback to clients on outstanding requests
• Investigating client data issues by reviewing data files and logs
• Testing user issues at their site or at another production site
• Providing direct support to and being a central point of contact for the company’s clients
• Serving as a customer support resource for school administrators and technology coordinators
• Consulting with the client on best business practices, as well as identifying creative solutions for their unique needs
• Monitoring and manage ticket queues; processing email queue throughout the day
• Working knowledge of Windows and/or Mac operating systems. Advanced troubleshooting and deduction schools
• Proficiency in Microsoft Word, Excel, and Outlook
• Strong, demonstrable work ethic
• Excellent teamwork, verbal and written skills
• High school degree required, college degree preferred
• Customer support experience by phone, email, or in-person (retail experience is fine)

German Helpdesk Agent Resume Examples & Samples

• Providing first level support to French speaking customer
• Resolving IT related problems
• Dealing with other teams to resolve advanced IT issues for clients
• Working on an international team and achieving team goals
• Minimum 6 months experience in Customer service role
• PC proficiency; Knowledge of MS OFFICE
• Complete fluency in German and English in speaking and writing
• Excellent communication skills (oral and written)
• Ability to work both independently and as part of a team is a must
• Enthusiasm and energy
• Motivated to work in an international and fast moving environment

Tech Helpdesk Assoc Resume Examples & Samples

• Participates in formulating and administering company policies and developing long-range goals and objectives
• Capitalizes on opportunities and manages risk
• Directs and coordinates activities of functions or business units for which responsibility is delegated to further attainment of goals and objectives
• Takes long-term view and builds a shared vision with others, acts a catalyst of organization change
• Influences other, translates vision into action
• Reviews analysis of activities, cost, operations, and forecast date to determine business unit progress toward stated goals and objectives
• Selects, develops, motivates, and deploys staff of highly competent executives, managerial, and professional employees to effectively support the functions of the divisions
• Excel- Required - Word - Outlook - Internet

Senior Manager Tier One Helpdesk Resume Examples & Samples

• Manage Tier One Helpdesk Staff including 3-4 Team Leads, full-time and seasonal staff to meet or exceed SLA for Voice, Live Chat and Email support channels
• Manage internal and customer-facing escalations to rapid and effective resolution
• Develop and deliver ongoing training to maintain team readiness
• Work with Development, QA and other teams as needed to remain current on new products, updates to existing products, as well as third-party OS and devices
• Work with existing reporting and analytics to monitor Helpdesk performance and identify and address areas of potential performance issues
• Identify and address areas of potential improvement in Helpdesk performance
• Develop new training, expertise and process to address new Helpdesk demands as they emerge
• Develop cross-team and cross-departmental expertise necessary to effectively respond to and work with Sales, Account Management, Development, etc
• Perform periodic review and evaluation of all employees, managing necessary performance issues, training requirements, and HR issues necessary for the development of individual resources and the team as a whole
• Bachelor’s Degree in IT, Business Administration, or related discipline
• 5+ years’ experience managing Helpdesk or Call Center for end-user inquiries on technical and application issues for multiple products
• 5+ years’ experience in creating and delivering technical and application training materials
• 2+ years’ experience in-actual support of mobile devices in iOS, Windows and Android platforms
• Proficient knowledge of database structure and network
• Proficiency with a CRM and process management
• Graduate degree in IT, Business Administration or related discipline
• Ability to monitor and analyze a broad range of issues, develop tools to do so
• Ability to recognize and take proactive measures to trends in data
• A broad range of expertise in the software industry, beyond Support, including Development, QA, Tier Two research and issue resolution, customer-facing account management
• Possess excellent organizational, communication, and presentation skills as well as a professional appearance

Rohq-esc-helpdesk Resume Examples & Samples

• Responds to queries/concerns via Phone/Email/Incident (mostly via Hotline, similar to that of a Contact Centre) regarding transactions processed in the Manila Center
• Query handling will be handled majority via Hotline, similar to that of a Contact Centre
• Ensures that queries and requests are processed within Service Level Agreement (SLA) to maintain customer satisfaction
• Coordinates with the Production Team for production-related requests and concerns raised by Citi stakeholders
• Assists in the creation and execution of a consistent communication process
• May be involved in projects/ad-hoc tasks related to the function of Service Delivery/Helpdesk Team
• Foundation on customer relationship management
• Impressive call-handling skills

Coordinator Helpdesk Western Europe Resume Examples & Samples

• Ensure all incidents, issues and questions from stores are assigned to appropriate experts and tracked until fully resolved
• Provide the Market leadership team with regular reports and analysis on requests tracked (by number, resolution time, requestors etc.)
• Manage shared information including statistics, process descriptions, manuals, so that it is easily accessible within the retail community
• Identify process gaps and propose corrective measures based on the result of issue tracking
• Strive to permanently increase the overall process knowledge across Market Western Europe Consumer Direct
• Take part in projects and initiatives driven by the Retail Operations Back Office team
• Other duties as requested by your manager
• Advanced user of MS Office suite of products
• Additional languages are an advantage
• Structured, organised and process orientated
• University degree and/or commercial training in the area of Finance, Accounting, Economics, Marketing or Sales is preferred
• 0-2 years systems and processes experience

Rohq-helpdesk Resume Examples & Samples

• Responds to queries/concerns (via phone , email , VT, etc.) regarding transactions processed in the Manila Center
• Ensures that queries and requests are well documented, monitored and efficiently addressed by regularly updating the tickets logged
• Assists in the creation and execution of a consistent communication process (for CSS and non-CSS Teams)
• Customer relationship management
• Call-handling skills
• Mandarin skills (preferred but not required)

Helpdesk Intern, Summer Resume Examples & Samples

• Answer incoming helpdesk phone calls, and respond to request via ticket system
• Provide support to Marvel users, including but not limited to: Word, Excel, Outlook, Adobe, etc
• Work in a fast paced environment while ensuring the demands of our users are met
• Install, test, and implement system and application patches and upgrades on workstations
• Assist the team in endpoint protection and anti-virus on workstations
• Experience with Windows and Mac
• Ability to work with all levels and varying positions of staff
• Detailed oriented, and the ability to multi-task
• All candidates must be available during the months of May through August
• Contribute to client retention by attaining the client satisfaction rate with Technical Support set by the company by
• Product support for clients
• Entry-level troubleshooting and case resolution
• Entry-level data consultation
• Investigating client data issues
• Data Entry using the current CRM software
• Customer support/service experience
• Familiarity with Database Management
• Understanding of the differences between various web browsers
• Client-oriented
• Knowledge of the Internet, World Wide Web, and web design
• Skill to use a personal computer and MS Office Products
• Capable of creative, “outside of the box” thinking
• Knowledge of modern office procedures and methods
• Knowledge of modern business communication standards, styles, and formats
• Ability to establish priorities, work independently, and proceed with minimal supervision
• Ability to handle and resolve recurring problems
• One to two years related experience preferred

Manager, POS Helpdesk Resume Examples & Samples

• Management experience in technical retail support environment including best practices
• Minimum 8 years’ experience supporting retail store environment, POS hardware and software & Telephone Support Systems
• Ability to effectively communicate complex topics and procedures with team and other organizational teams
• Strong organizational, verbal, & written skills
• Xstore POS experience preferred
• Statistical reporting skills

Helpdesk Finance Assistant Resume Examples & Samples

• Resolve vendor queries at 1st point to agreed service target
• Be first line support for Concur Expenses System for internal business
• Liaising with vendors, users and the business to satisfactorily resolve purchasing and invoicing queries in accordance with M &S policies and procedures
• Monitoring and enforcing internal compliance and escalating persistent cases of non-compliance to the supervisor where appropriate
• Working as a member of the team, participating fully in team activities and taking joint responsibility for team goals
• Effective organisation and planning skills
• Effective team working skills
• Prior experience of SAP is desirable

Helpdesk Team-lead Resume Examples & Samples

• BSc in either Computing, Engineering or Science
• Proven experience in giving one-to-one coaching when required
• Experience planning the quantity and skill level required within the team on a daily basis to meet targets successfully
• Successful examples of completing ad hoc duties and tasks allocated through line management
• Ability to make recommendations on potential improvements to working practices and the overall first level function
• Set up Network in New Stores
• Help desk support iMac, iPad, printers etc
• Main support L 1
• Business trips (Store opening set up) 4/5 per year
• Invoice processing
• Managing system cash (Support, trouble shooting)
• 2-3 years of technical support experience
• Strong communication skills in Eng-Jap bilingual
• Max 35 years old
• Previous support experience in fashion company
• Assists providers in performing functions and transactions on the CA-MMIS internet site or other DHCS approved vendor software
• Assists providers denied access to the CA-EV/CMS
• Assists providers in accessing AEVS and SAEVS
• Assists providers in the operation of the POS device
• Assists and responds to inquiries regarding eligibility verification, share-of-cost, and MEDI-services transactions
• Assists and responds to inquiries concerning understanding, utilization, navigation, and troubleshooting for all activities, applications, and transactions on the Medi-Cal Internet website
• Minimum two years’ experience in analysis and requirements gathering

Financial Operations PP Team Lead-helpdesk Resume Examples & Samples

• Research, analyze, coordinate, and respond to incoming inquiries regarding status of invoices and payments
• Provide clear, concise, step-by-step instructions to internal stakeholders and external suppliers in driving issues to resolution
• Coach, develop, and lead the P2P Helpdesk Team
• Understand the full P2P cycle to quickly identify the source of problems
• Effectively work and communicate across multiple organizations and levels, spread throughout geographical locations
• Be a point of contact to address internal and external escalations throughout the entire P2P cycle
• As needed, reconcile supplier accounts to ensure timely and accurate payments
• Participate in periodic meetings with processing teams and Finance leadership
• Investigate, assist, and resolve supplier invoice and payment holds
• Assist in the research and analysis of audit issues raised by external and internal audit
• Assist in special projects and other duties as assigned
• BA/BS degree in business, supply chain, procurement, finance, or management preferred
• 5+ years of procure to pay or accounting experience desired
• Experience leading a team
• Strong team player with excellent interpersonal skills, with a track record of successfully working with cross-functional business stakeholders
• Self-starter with superb attention to detail
• Must be able to work independently and be a critical thinker
• Understanding of the full procure to pay process
• Experience with Microsoft Office applications including Excel
• Experience with Oracle R12 Financials and case management solutions a plus

Citidirect Helpdesk Night Shift Resume Examples & Samples

• Maintain client satisfaction by responding to and resolving problems quickly
• Investigate all incidents received via phone/e-mail, log them into investigation tracking system and ensure updates are entered on a regular basis
• Exhibit exceptional follow up skills through direct communication with business partners and clients via multiple communication channels which include outbound calls and e-mails
• Escalate all critical and/or customer impacting issues to management
• Dedicated to understanding and addressing client needs
• Ability to manage multiple conflicting priorities and consistently meet deadlines
• Understanding of technical troubleshooting concepts and ability to work with technical staff and non-technical customers
• Ability to effectively deal with diverse personalities and cultures
• Effective telephone and writing skills necessary to interact both internally and externally with senior level professionals
• Perform within departmental procedures and compliance standards in order to minimize losses to the Bank
• Client Support: Ability to work with external/internal clients as well as internal support units. Interface with technology and business teams
• Accountability: Possess the highest level of personal standards and be able to thrive in an environment focused on measurable results
• Compliance: Adhere to policy and procedures. Assist in identifying process improvements and controls
• Critical Thinking: Ability to think inside and outside of the box in order to provide process and performance feedback
• Communication: Ability to communicate clearly and concisely (written and spoken communication) in all aspects of the job and with multiple audiences (i.e. staff, management, senior management)
• Advanced knowledge of MS Office suite: Microsoft Outlook, Word, Excel, and Access
• Demonstrated interpersonal and listening skills for problem identification and resolution
• Advanced logical thinking, troubleshooting skills, and techniques
• Ability to prioritize daily workflow of client calls and e-mail
• Ability to communicate clearly and effectively via voice and e-mail
• 3+ years experience in a Level 2 Technical Support Position preferred
• 3+ years customer support/help desk experience preferred

Clems Helpdesk Lead-fin Acct Lead Analyst Resume Examples & Samples

• Lead a team of 7 FTE’s assigned to the Tampa CLEMS and Ruby System Operations team
• Provide regional oversight for the Mumbai CLEMS helpdesk and the newly formed Ruby Manila operation
• Perform issue tracking and resolution planning across both systems
• Coordinate all migrations and enhancement activities including UAT testing, test development and execution
• Coordinate SMEs and stakeholder activity
• Drive change through both systems and processes
• Manage risks/issues, ensure corrective actions and ownership are defined in a timely manner
• Manage communication and escalation process
• Create and execute test plans for planned migrations and enhancements
• Liaise with Technology on all ongoing project requirements
• Work to ensure Technology testing plans are thorough and adequate
• Coordinate efforts surrounding the data quality review process
• Ensure milestones and activity details are agreed and signed off by stakeholders
• 6+ yrs of Financial Systems Support related experience
• Previous Supervisory experience required
• Previous experience with: UAT testing, development and execution and the project lifecycle
• Finance or accounting background; MBA or CPA preferred
• Good knowledge of information technology, data, and processes
• Ability to work across cross-functionally across Citigroup functions and businesses

ESC Operations Customer Helpdesk Lead Resume Examples & Samples

• Supervise staff of 8-10 providing feedback toward staff mid year and annual performance appraisals
• Monitor daily service levels for customer inquiries relating to the Accounts Payable, Internet Procurement, Citi Travel and Expense and Directory Assistance processes received via both telephone inquiries and emails and modify resource responsibilities accordingly
• Participate and assist in coordination of service meetings with key country partners and back office teams
• Ensure consistent communication with the customer base identifying and assisting and remediating any service issues
• Identify improvement opportunities within the Help Desk environment and work with the overall team to drive change to improve efficiency and service
• Support the handling of customer calls and emails when appropriate based on service levels, coverage and status of management escalations
• Addresses variable issues with customers and utilizes service skills to resolve
• Coaches staff around development areas and ensure employees are up to date with relevant department information
• Takes initiative in ensuring workload is coordinated and managed within service levels
• Full understanding of AP and Helpdesk processes
• People oriented to work with ability to support team needs
• Solid written and oral communication skills
• Good facilitation skills
• Good planning and organizational skills
• Ability to deal with conflict/change resistance
• Self motivated and proactive
• Ability to think creatively in solving problems
• Comfortable identifying and/or delivering business results

Junior Helpdesk Resume Examples & Samples

• Handle incoming helpdesk support requests
• Knowledge of Microsoft Windows Desktop Operating Systems (Windows XP and Windows 7)
• Knowledge of Mac OS X
• Ability to add memory and assemble computer
• Desire to learn new skills
• Ability to follow through and document issues as well as resolutions
• Provide installation and support of PC and some Apple hardware and software (including peripheral devices such as printers and USB devices)
• Be able to receive and respond to incoming calls, and/or e-mails regarding workstation and peripheral performance and use requests
• Perform on-site analyze, diagnosis, and resolution of workstation and peripheral problems for a variety of end users, and recommend and implement corrective hardware and software solutions, including remote repair
• Adhere to procedures for logging, reporting and monitoring helpdesk requests. Must create a high level of user satisfaction through accurate timely follow up, strong technical skills, good customer communication and relationship building
• Familiar with Microsoft Active Directory a plus
• Must be fluent in conversational English language
• The ideal candidate should have strong interpersonal skills and ability to interact favorably with a wide variety of people
• Highly self-motivated and with reasoning skills
• Knowledge of Microsoft Windows Desktop Operating Systems (Windows 7 and Windows 8)
• Knowledge of Mac OS X is desirable
• Knowledge of office productivity software such as Microsoft Outlook, Word, Excel, etc
• Knowledge of Antivirus and Spyware removal techniques
• Be able to work in a team-oriented, collaborative environment
• Creates, maintains and administers user accounts and mailboxes
• Maintains file and folder security
• Diagnoses and trouble-shoots desktop software, hardware, or network connectivity problems at an entry level
• Takes technical direction from senior staff
• Handles the procurement, installations and provides ongoing support of PCs, printers and peripherals
• Provides imaging software installation services, and trouble-shoots hardware problems
• Writes technical documentation and manuals, and assists with end user training
• Maintains inventory control and asset tagging
• Assists new computer users with Windows basic training on programs such as MS Outlook, MS Word and network file storage, SAP client installation, etc
• Enforces Sarbanes Oxley IT Standards\Best Practices
• Follows and complies with all Operational Procedures and Policies as outlined in the Employee Handbook, Quality and Environment programs (i.e. TS16949, ISO14001)
• Understands, promotes and lives by Magna’s philosophies and Employee Charter
• Adheres to Modatek’s core values; integrity, respect, trust, honesty, fairness and loyalty
• Maintain helpdesk metrics
• Required to be on-call at all times
• University or College Degree/Diploma in Information Systems
• Technical/user knowledge of Windows XP/Vista/Windows7, MS Office 2003/2007, Internet Explorer, Network Printing, File Access, and Client/Server applications
• Good organizational, interpersonal and problem solving skills
• Functional understanding of MS Exchange Server
• Solid Knowledge and understanding of Active Directory
• Ability to uphold confidentiality
• Demonstrates the ability to work effectively in a team environment
• Ability to work overtime to meet customer needs

Technical Analyst / Assoc / Hrly-helpdesk Resume Examples & Samples

• Performs preventative maintenance, troubleshooting, and repair of general patient and non-patient care equipment/applications
• Assists and documents routine maintenance in compliance with current policies and procedures
• Accepts on call responsibilities, supports customer emergency issues and escalates to the appropriate person or group as needed
• Provides basic technical in-service education for clinical and non-clinical staff in the operation and maintenance of equipment
• Assists in various projects involving department moves and equipment installations
• Assists with management of inventory levels for break/fix and spare equipment/parts, ensuring proper tracking
• Performs and documents department inventory

Senior Helpdesk Tier Resume Examples & Samples

• Face-to-face desktop support to internal customers
• Intercept and manage customer IT service requests via telephone, chat, e-mail, or walk-in
• Troubleshoot and triage service requests face to face and/or via remote access
• Resolve service tickets or escalate to other support entities as needed and within SLA
• Perform incident management to ensure trouble tickets are addressed in a timely fashion
• Support PC Refresh Program: replacing old computers with new computers provided by client; data and settings migration from old computers to new computers; and scheduling appointments, performing QA surveys and other administrative duties as needed
• Support computer and peripheral moves for customers moving offices or cubicle locations
• Open a service ticket for every customer interaction disregarding mode of communication (email, phone, fax, or walk-in)
• Document calls in the Ticket Management System to ensure proper tracking and resolution. The Support Technician/Tier 2 provides desk side support when problems cannot be resolved remotely
• Perform Tier 2 support for one or multiple systems and releases of varying levels of complexity (ranging from medium to urgent)
• Ensure each reported problem is resolved in a timely manner, tracked according to standards and escalated as appropriate
• Work independently within established policies and procedures. Communicate problem resolution and additional information to customer groups, engineering and support teams, and other IT support groups
• Communicate technical problems in a non-technical manner, to customers with varying levels of technical expertise
• Act as escalation point for the Tier 1 support
• Troubleshoot desktop, laptop, printers when needed

Helpdesk Team Leader Resume Examples & Samples

• Must be proficient in HelpDesk operations Including ticket creation / escalation, process & procedural creation as well as documentation of technical notes which become operating procedures
• Strong working knowledge in all Microsoft OS and Office products including strong experience with Office365
• High level understanding and working knowledge of Active Directory User administration
• Strong multi-level troubleshooting skills with a keen ability to swiftly diagnose large scale enterprise issues
• Lead a team of help desk professionals in a fast-paced environment
• Understanding and experience in handling established IT audit controls
• Must have ability to work with all different user levels across all areas of the company including Sr. Executives and C Level Executives
• 5+ years' related experience required
• Must possess strong interpersonal & communication skills, both written and verbal
• Ability to provide hands-on support to remediate customer satisfaction issues as they arise

Accountant With Spanish AP External Helpdesk AE Resume Examples & Samples

• Overall responsibility for AP support
• Responsible for timely resolution of vendor’s queries
• Liase with all departments to ensure the vendor questions are dealt in a timely and efficient manner
• Provide AP information for internal use
• Communication on daily basis in preferable language ( English, German, French,Italian, Spanish, Slovak)
• Creating Helpdesk tickets in Remedy system and provide the activities for their solution
• Providing an excellent communication feedback in polite and timely manner
• Fluency in English and Spanish
• SAP knowledge is an advantage
• Good attention to detail

Accountant AP Internal Helpdesk AE Resume Examples & Samples

• General communication with internal customers regarding invoice status, payment status, bank confirmations or any important detail related to AP by email or phone
• Responsibility for Legal cases or Credit holds escalated internally by business or Leadership with focus on timely and high quality resolution
• Managing the resolution of issues within PTP in order to provide one consolidated feedback to the requestor
• Cooperation with AP teams or other departments to find solution for outstanding issues
• Preparing Ad Hoc analysis of vendor account to identify root cause of an issue (Aging, Payment discipline, etc.)
• Authorization to submit Manual Payments/Quick Payments in urgent cases
• View-only access to Trax
• Verification of checks, stop payments/voids communication (from Banking/Payment team)
• Specific Automatic Jobs activities (ERS, Retrobills, communication related to those activities)
• Miscellaneous checks
• Finance and Business qualification and good accounting knowledge
• Fluent English (spoken and written)
• Good PC skills and excellent knowledge of MS Excel
• Minimum 1-2 years previous accounting experience, preferably in an AP role
• Team player with pro-active approach and problem solving personality
• Respond to first contact inbound phone and electronic requests for technical applications assistance for configuration/setup, operations, error messages, on-line transactions, systems status and downtime procedures for any of TransUnion products and systems. For satisfactory troubleshooting and problem resolution, the job requires a good knowledge of all products and applications that are supported and associated known software issues. Escalates issues as necessary based on complexity or access restriction
• Keep customers abreast of problem status, set clear expectations and provide timely follow-up to customers based on SLA
• Identify and implement process improvements

ATM Helpdesk Agent Resume Examples & Samples

• Act as single point of contact for NCR Financial customers with Incident Management Services
• Monitor ATM networks for NCR’s ATM monitoring customers
• Provide accurate and creative solutions to user problems of moderate nature to maximize user productivity
• Escalate both internally and externally, when required, according to defined Escalation paths
• Enhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approaches
• Acquire and maintain current knowledge of relevant product offerings and support policies
• Develop business and technical writing skills
• Work experience of about one year of prior related work experience is preferable
• The candidate will have an aptitude for providing positive customer service and good communication skills (written & spoken)
• Basic PC desktop experience and telephone/customer service skills recommended
• A basic knowledge of call management and network/ATM monitoring applications is also desired

Helpdesk Assistant Resume Examples & Samples

• The minimum experience and education requirements for this position are
• Bilingual (Spanish)
• Familiarity with e-QIP, CVS, PIPS/JPAS, ISMS and other security products
• Professional customer service experience
• High degree of proficiency with Microsoft Office products

In-house Se-helpdesk Workshop Resume Examples & Samples

• Helpdesk : Advise, guide and provide the necessary support to customers who contact the Helpdesk (phone, emails…). Guarantee an effective answer and follow-up from the first customer contact, and try to fix the issue as much as possible before triggering an intervention at customer site. Record, analyze and deal with customer complaints and questions
• Workshop : Manage the workshop activities (repairs, calibrations, refurbishments, reception, destruction, stock, shipment, inventory, spare parts, installed base follow-up) and manage a 5S approach to organize and maintain the workshop area
• Organization & Coordination of FSE activities: Organize and prioritize the FSE interventions in order to meet the rate of On-Time Preventive Maintenance and Time for intervention Indicators
• Processes/QA : take in charge the implementation and the description of processes for SE Helpdesk ,Workshop and Field activities in partnership of the QA department
• Tool implementation : Be the referent to implement new tools related to SE Helpdesk ,Workshop and Field activities (SAP, CRM etc…)
• Field :if needed, install, maintain and repair instruments distributed by bioMerieux at customer sites
• Service offer :Be able to propose the service offer (training services, service contracts, ...) to the customer, based on his needs during activities (helpdesk, field…)
• Sale synergy :Inform the sales team on customer opportunities and needs (outdated systems, critical applications, ...). Inform his superiors of any customer critical situation
• Continuous improvement :Analyze documents, tools, processes, organization to make proposals for improving the quality and image of the service, as well as optimize its profitability
• Master degree in technical domain such as electronic, networking.
• Skills and qualification : Communicative, didactic, flexible, reactive, organized, structured, team player, self-starter
• Fluent Dutch
• Fluent French

Helpdesk Consultant Resume Examples & Samples

• Investigate and resolve problems raised to the Helpdesk team in respect of standard and bespoke software usage within SLAs. Ensure that all correspondence and actions taken are recorded using the call reporting system and the incident number is relayed to the client
• Manage, track and monitor the resolution of own issues where they have been transferred. (Including other areas of the business)
• Establish and maintain good working relationships with the Managed Payroll teams and any other functional teams that may impact (directly or indirectly) the activities of the Helpdesk team
• Establish and maintain good working relationships with the clients
• Ensure client understanding of issue resolution when advice is given
• Ensure that the escalation process is adhered to in order to swiftly alert service and line management of any critical issues that might damage CGI’s reputation with the client
• Monitor and assist colleagues with their calls, if required
• Record suggestions for improvement and raise with Team Leader or Manager
• Understand SLA and KPI targets are met, understood and any issues that may cause failures of these are prevented where possible, or the relevant parties notified. Respond to and resolve Client and employee queries within the required timescales
• Ensure all call logs are kept up to date and any delays to responses are kept to a minimum
• Undertake adhoc activities as requested by the Helpdesk Manager or Team Leader
• Knowledge of SQL and SAP Business Objects desirable
• Good PC Skills (Microsoft Office skills in Excel, Outlook (email) and Word etc.)
• Good attention to detail and well organised
• Payroll knowledge

Helpdesk Coordinator Resume Examples & Samples

• Resolve customer inquiries via phone, email and chat
• Greet customers warmly and ascertain problem or reason for their call
• Use telephones to reach out to customers and verify account information
• Assist with steps on how to apply for a position on the careers website
• Set up and calculate referral bonuses for internal employees
• Act as the company gatekeeper
• Create / reset customer passwords for client s careers website
• Advise on company information
• Compile reports on overall customer satisfaction
• Perform other miscellaneous duties as required by management
• At least 1 year experience in Experience in office environment using the telephone and computer as the primary instrument to perform your job duties
• At least 1 year experience in Experience in Customer Service
• English skills

Tech Helpdesk Supervisor / Team Lead Resume Examples & Samples

• Autonomy, Responsibility and Authority Works to agreed objectives. Has full responsibility for quality of work performed by the Operations Team
• Influence Uses experience to make informed decisions on selection and execution of all relevant approaches across a wide field
• Essential Skills Demonstrates Problem analysis skills. Demonstrates effective communication, both orally and in writing, with subordinates, colleagues, clients and customers at all levels, both formally and informally. Should be able to liaise with the Service Desk operations on critical Quality Assurance requirements and functions
• Knowledge and Scope of Expertise Demonstrates a good understanding of the relationship of own specialization or area of responsibility to the employing organization as a whole and takes customer requirements fully into account when making proposals and/or carrying out work
• Learning and Development Takes initiative to ensure technical or specialized skills and specializations are kept up to date in line with industry developments

Italian Portuguese Catalan English Helpdesk Resume Examples & Samples

• Interact with customers via telephone, e-mail and the web, providing technical support and problems solving abilities
• Identify, evaluate and prioritize customer problems and complaints
• Analyze customer problems and formulate plans of resolution
• Assist in identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly
• Evaluate new services, processes and technologies introduced at the helpdesk
• Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements
• Work with departmental staff to promote, develop, and maintain strong customer service values
• Escalate unresolved issues to support leads, designated (Client) service group

Technical Helpdesk Associate With French Resume Examples & Samples

• To provide 1st line technical support; answering support queries via phone, email, web and Chat
• To take ownership of user problems while following procedure and be proactive when support the client even in a crisis situation
• To allocate more complex calls to the relevant 2nd level Support members

Helpdesk Intern Resume Examples & Samples

• Complete and manage tier I helpdesk tickets
• Have a basic understanding of Mac OS X, Windows 7, and Linux operating systems as well as local-area networking
• Outgoing personality who enjoys helping people and working in a team environment with strong customer service skills
• Able to work independently and as part of a team
• Experience with supporting Windows and Mac Operating Systems
• Experience skills supporting MS Office and other desktop software and tools. (e.g., Adobe Suite, Antivirus, etc)
• Has primary responsibility for management of the Helpdesk Level 1 team
• Monitors Helpdesk ticket queues daily to ensure that user requests are being expedited according to issue priority and service level standards
• Serves as liaison to escalation level support teams when issues require further evaluation or information beyond the Level 1 team
• In order to minimize downtime, assists helpdesk with timely identification of issue trends/patterns so that appropriate escalation level support teams and management are notified
• Promotes helpdesk and ticketing system best practices

German English Helpdesk Resume Examples & Samples

• High school diploma or G.E.D
• Zero or more years of technical or customer support experience
• Must be able to clear background investigation
• Experience using and configuring MS Internet Explorer
• HDI, customer service certifications are preferred, but not required
• Analytic and problem solving skills

Tier Technical Helpdesk Resume Examples & Samples

• 1-2 years of helpdesk/call center/technical support experience
• 1-2 years of experience working with ticketing or issue tracking tools. (EX: Remedy, ServiceNow, Heat, QuickBase, Spiceworks, JIRA, KACE, Web Help Desk, etc.)
• Strong documentation & typing skills and ability to multi-task. Posses the ability to utilize your resources to troubleshoot & solve issues, document tickets and contribute to the Knowledge base
• Must be interested in a long-term career in IT, eager to learn new technologies, dependable/punctual, and passionate about providing exceptional customer service & support for our clients
• Cisco VPN Client; RSA, etc - Remote Desktop Support tools
• Knowledgeable with Microsoft office products
• Cisco AnyConnect VPN
• Implement hot fixes, patches, updates (obtaining support from more senior Helpdesk staff, as needed)
• Hands-on experience in the troubleshooting and break/fix of this equipment
• MCP (Microsoft Certified Professional) - W2K stream or above - would be an asset
• Knowledge of Windows XP/VISTA/2000 and LAN/WAN environment
• Provide technical support to internal customers with a high degree of customer service, quality for all hardware and software issues. Researches, resolves and responds to user issues received via ticket tracking software, telephone, and e-mail in accordance with current standards and Service Level Agreements
• Maintain functional and technical expertise, keeping current with evolving systems, applications, and technologies
• Conducts work in accordance with IS policies and procedures
• Must have strong technical and communication skills (both written and verbal)
• Customer satisfaction orientation
• Demonstrates professionalism, integrity and a strong willingness to learn new technologies
• Must be flexible with work schedule in a shift work environment
• Must have 18-24 months of experience in a 24/7 IT Service Desk or single point of contact operations, or equivalent
• Supporting internal customers over the phone
• Having a sense of urgency focused around Tier 1 support issues
• Supporting technologies like Windows and Office XP
• 1) Technical Troubleshooting
• 2) Customer Service
• 3) Windows Operating Systems

Tier, Helpdesk Resume Examples & Samples

• Working knowledge of desktop software (Lotus Notes, Windows 7, 2003 etc.) and package shaper
• Hands on experience installing and configuring hardware
• Familiar with technologies found in a support center; telephony, fax, voicemail, internet and web technologies
• Ability to multi-task without losing customer focus
• Adept at conducting research into project-related issues and products
• Must be detail oriented and well organized
• Effective communication skills necessary to make yourself understood when speaking about complex technical subjects
• Demonstrated project coordination skills
• Demonstrated ability to defuse tension among a project team when needed
• Is willing to challenge norms, suggests or implements changes to improve teams or cross team performance
• Preferred qualifications: Experience with network installation, configuration and troubleshooting
• Must be able to lift 25-30 pounds
• Provide Level I & Level II shift coverage on the Help Desk
• On call for emergencies via Brooks Brothers provided iPhone
• Respond to phone calls and emails, reporting technical issues in Store and Corporate locations using existing procedures
• Manage Ticket Queue & follow up on open tickets as time permits
• Escalate accordingly to expedite resolution and effectively follow up
• Notify management when SLA’s are jeopardized
• Report accurate and timely alerts and follow-up emails to Organization
• Complies to the Brooks Brothers PCI/Security Standards
• Prepares accurate Turnover documentation at the end of every shift
• Responsible for opening issues in Helpdesk, documenting updates, and tracking progress towards resolution
• Responsible for ensuring clear and accurate escalation
• Responsible for ensuring clear and accurate status reporting and to distribute them in a timely manner
• 1-3 years of experience in Computer Support/Helpdesk Field
• Strong knowledge of Windows, MS Office, POS, Telephony, PC Hardware, Networking, Infrastructure and problem resolution

Helpdesk Tech Resume Examples & Samples

• Demonstrated ability to establish and maintain good rapport with your customers
• Able to prioritize and adjust your approach when new issues come in
• Able to work independently, or with other teams to resolve issues and identify opportunities for process improvements
• Must have 2+ years of demonstrable professional experience troubleshooting hardware and software issues
• Working knowledge of Unix-based systems
• Excellent verbal/written communication, analytical and problem solving skills
• Comfortable working in an environment with desktops using virtualization
• Hardware, Networking, or Linux certification is a plus
• Experience supporting C-level executives is a plus

Swedish English Helpdesk Resume Examples & Samples

• Resolve vendor queries at 1st point to agreed service targets
• Ensuring high levels of customer service are maintained in accordance with agreed target service levels
• Contribute to and build on a customer service focussed team
• Ensuring own work adheres with M &S policies and procedures
• Proactively undertaking activities to increase own competency portfolio
• Providing support as required to other process areas (e.g. during peak periods of work)
• Experience of working in a customer facing environment/Helpdesk is essential
• Experience of working in a high volume, fast paced, accounts payable service environment is preferable
• Exceptional telephone manner, communication skills and confident with ambiguous queries
• Problem solving and query resolution
• Able to provide customers with superior customer service
• IT literate with good MS excel skills
• Living the M &S values
• Be the front face of the IT helpdesk by triaging all incoming requests and routing appropriately
• Track requests and follow up to ensure timely resolution
• Build reports showing IT helpdesk performance
• Create training materials in a variety of formats (documentation, videos, in-person training)
• Coordinate with the infrastructure team to track project deadlines, and deliverables
• Coordinate with incoming helpdesk tickets with the Software development team to ensure no request is lost
• Teach and mentor Array personnel on common IT tasks
• Provide new hire onboarding and familiarization with the Array technology
• Associates Degree in Business or Information Technology preferred
• Exceptional interpersonal and communication skills (written & verbal)
• 2+ years of experience in a Business environment
• Experience at documenting training materials
• Advanced level understanding of MS Office (Visio, Excel, Word)
• Understands user requests and level of prioritization
• Ability to track projects and keep dependencies aligned across the IT software and Infrastructure teams
• Experience with administration of Purchase Orders and Vendor Management
• Experience with Agile Software Development Tools (Jira, Asana, etc.)

Ariba Helpdesk Assistant Resume Examples & Samples

• Knowledge of Ariba Procurement system or similar procurement application for Ordering, Receipting and E-invoicing
• Telephone Confidence & great Customer Service
• Time management and prioritisation
• Presentation & Problem Skills
• Prioritization of work requests with sense of urgency to ensure SLA compliance
• Ensure correct documentation of all work into JIRA ticketing system
• Ensure appropriate identification and provision of escalation if required
• Participate in rotational on-site support as required
• Bachelor/College degree in computer science and related major· 2+ years work experience in IT in foreign company· Skill for Windows XP, Windows 7, MS-Office and daily PC software· Experience in Microsoft AD and file service· Experience in VMware/Linux is plus
• Good at spoken and written English

Team Leader Esupport Helpdesk Resume Examples & Samples

• Candidate should be able to develop and articulate written and verbal communication to clients and peers. Lead other in interacting with client teams and IBMers to resolve complex operations or technical issues. Draws upon specific technical skills and in depth knowledge of eSupport web applications to provide services to our customers. Recognizes complex problems and uses strong independent judgement to correct identified problems, and communicates status to the client
• This person will serve as a team leader and offers professional advice and direction to the help desk team. Plans, assigns, prioritizes and evaluates work performed by others by monitoring and tracking their progress
• 1+ years experience supporting custom web applications developed using Java and J2EE technologies
• 4+ years supporting customers using web applications
• 1+ years demonstrated interpersonal and communication skills and the ability to collaborate actively and proactively with others in a cross-functional, cross-geography team
• 1+ years take creative approaches to problem solving, innovation and issue resolution
• Demonstrated interpersonal and communication skills and the ability to collaborate actively and proactively with others in a cross-functional, cross-geography team
• Self-motivated and self-managed with a demonstrated analytical ability and curiosity
• Can work alone and in a team in a driven environment

Accounts Receivable Helpdesk Resume Examples & Samples

• Handles requests of simple to medium complexity
• Resolves and researches discrepancies between payments and customer invoice
• Coordinates urgent and critical cases with internal teams or with vendor
• Performs complete task given by SME
• Associates degree or minimum 1 year of Finance and Accounting and/or customer service experience
• Experience managing project operations to daily goals and deliverables
• Fast paced dynamic environment
• Reporting and analytics experience
• Oral and written communication skills (English)
• Must be a good team player and be able to communicate easily with Accenture, Client and third parties staff at all levels
• Responsibility and accuracy in the completion of received tasks

Accounts Receivable Helpdesk New Associate Resume Examples & Samples

• Handles simple requests invoice and payment status
• Reconciling payments to customer invoice
• Resolving and researching discrepancies between payments and customer invoice
• Previous accounting experience studies in particular AP
• Flexibility, especially in the period of month quarter year end closing
• Associates degree or minimum 6 months of Finance and Accounting and/or customer service experience
• Demonstrate experience in technical work environments with tech savvy teams
• Ability to solve urgent matters and work under pressure
• Reliable, proactive approach to entrusted tasks thinking outside the box is a plus

Life & Annuity Consultant Helpdesk Resume Examples & Samples

• Learn and understand technical information within tight time constraints
• Interact with policy/contract holders, third parties and sales via calls and emails concerning life insurance and after-tax products and services
• Utilize relevant systems, regulatory and plan rules to accurately relay and interpret policy/contract provisions
• Facilitate policy/contract owners financial and non-financial transactions including death claims, tax inquiries, loans, cash withdrawals, transfers, annuitizations, fulfillment, retention and web services
• Maintain policy/contract holder data within required system, including updates, correction and other changes

Helpdesk Level Resume Examples & Samples

• Active Directory 1+ year -basics enable users, create users, reset passwords, unlock accounts
• Windows Terminal Servers- 1+ years. Individual must be able to redirect installation of printers drivers. Re-creating user profiles. Understanding server clusters
• Customer Service- This individual ideally will come from a high call volume environment. They will be taking anywhere from 50-70 calls a day
• Act as a liaison between customers and internal support staff to assure accurate issue understanding
• Maintain professional communications with customers during the problem resolution process
• Proactive notification to clients of issues reported by internal support staff
• Gather information and lead client through diagnostic procedures to determine source of error
• Follow established processes to prioritize client calls/incidents
• Escalate issues to the next level of support when necessary
• Remain up-to-date with product knowledge around new functionality and releases on supported products

Technical Helpdesk Junior Analyst Resume Examples & Samples

• Provides MIS support that improves users’ overall Service Desk experience
• Assists in the design of new components of the information system and in revision of current components to meet changing information needs of management and funding sources
• Assists in inventories of technology hardware and software
• Works to improve user efficiency with Microsoft Word and Microsoft Excel
• Assists with updating intranet and internet content, as needed
• Performs other duties as assigned by supervisor
• Solid grasp of current technology developments and trends and desire to continue broadening that knowledge
• Capacity to deal logically with difficult problems and anticipate new situations
• Excellent written and verbal communication skills,
• Ability to work in pressure situations to meet required deadlines
• Ability to develop and/or modify specifications, configurations, and programs to meet specified requirements
• Able to manage, prioritize, and schedule multiple projects on ongoing basis
• Demonstrated experience working both independently and in group project settings
• Excellent knowledge of MS Office (Excel, Word, PPT, Visio )
• Advanced Knowledge and experience of MS Excel. (Macros)
• Knowledge of ticketing tools (Service Center, BMC Remedy, Service Now)
• Knowledge of Avaya Phone system (CMS, Gensysis )
• Knowledge of service desk driven process and procedure

Customer Helpdesk Resume Examples & Samples

• Receives and processes orders from Sales, Audit and Order entry
• May manage customer orders (track) through to full implementation, escalating where necessary to achieve Customer Commitment Date
• Schedules work in advance to meet Global Services and customer due dates
• Highlights process failures to Customer Service Manager
• Update systems to record order-tracking actions
• Responsible for order processing and billing and communicating details with customers and the Account Managers
• May do proactive jeopardy management
• Ensure that all orders are closed after installation
• Provide process improvement input wherever possible
• Order entry/accuracy ability/experience
• Taking initiative
• Excellent customer care skills (Owning, driving, communicating/updating our client request)
• An organised and structured way of working
• Admin skills
• Good communication skills in different languages– written and verbally (Fluent in English; Dutch and French)
• Previous experience as a service desk engineer (at least 6 months)
• Ability to take technical decisions
• Global knowledge of modern computer networks (switching, routing, etc.) on a company/industry level or willingness to develop knowledge in this field
• Proficient IT skills; with the ability to use various computer packages confidently, including SAP, PLANON, Engie Direct, Excel and Word
• Ensure invoices are received and Goods Receipted in the appropriate manner using COUPA
• Liaise with suppliers and sub-contractors, chasing outstanding invoices and engineer reports for completed works
• Preparation of monthly SLA reports across the MediaCityUK account
• Meticulous approach to detail, ensuring all SLA discrepancies or anomalies are resolved before monthly reports are submitted
• Support to ensure all relevant SLA information is at hand for customer/tenant meetings
• Excellent Communication, dealing with all levels of management, customers and suppliers internal and external
• Creating and closing down planned and reactive work task sheets within PLANON, raising reactive, PPM and remedial works job sheets on the same system
• Review weekly WIP report and keep a running log with reasons for not billing / closing down
• The timely completion of all company forms and statutory documentation, including record keeping and monthly contract reporting
• With the Assistant Contract Manager, manage contracts (financially and operationally) to the level required by the Customer
• Understand customer/tenants contracts and the SLA and specification requirements of each
• Ensure all Specialist Service Provider’s planned servicing has been completed on time as detailed in the planners
• To comply with the requirements of the Company’s Policies and Procedures
• Assist other members of the team where multi person tasks are required
• Relevant Helpdesk knowledge and experience, including PLANON task handling from Helpdesk-PDA-ENGIE Direct
• Commercially aware
• Knowledge of ENGIE products and services
• Provide a safe and healthy environment and working conditions for all ENGIE employees
• Comply with all Company policies/procedures to ensure timely and effectively implementation
• Ensure contractual commitments are met in accordance with contract SLA’s and other requirements detailed within the contract documentation
• Ensure the external audit score is achieved under the contract and increased to and above the 95%. Prepare for all future audits, and focus on delivering a “Best in Class” service
• Customer focused in all areas of operational activities and maximise relationships with MediaCityUK
• Compliance with and record keeping for Company ISO Quality Management Systems

Customer Helpdesk Team Member Resume Examples & Samples

• At least 1 to 2 years’ experience in customer service/contact centres or finance and accounting roles
• At least 5 GCSEs level A-C in English and Maths or equivalent
• Able to work in a team and build relationships with co-workers
• Able to work flexibly, respond to increased pressure of work and prioritise workload
• Used to working with various IT systems with knowledge of Microsoft Office and Excel
• A background in investigating and resolving complex queries
• Conducting and/or leading in depth analysis of Integrated Master Schedules (IMS) and develop logical integrated schedules using pertinent information and reports
• Assignments are typically complex requiring expert attention to general business and schedule practices for the purpose of completing an analysis within a short time frame
• The candidate is responsible for providing the Integrated Product Team (IPT) Leader and/or Program Manager with insight to the cost, schedule, and funding performance of the weapon system program with respect to total program resources and the program technical baseline
• Organize, implement and maintain scheduling management system supporting identified projects and their plan
• Assist to set up tasks and sub tasks to ensure satisfactory realization of project contract requirements as scheduled
• Log project time-lines and maintain database of tasks and its status
• Log all new information into database and provide scheduled reports for contract coordination and reporting purposes
• Interact with customer and project staff to schedule work and coordinate assignments
• Design and develop project schedule
• Interact with project team and task managers to define scope of work to develop and update detailed schedules, cost information and identification of variances from original plan
• Evaluate project schedule progress and performance and identify developing problem areas
• Analyze critical path and constraints to determine effect of changes to schedule and recommend work-around
• Suggest management of risks affecting project profit, costs, schedules and client relations
• Support project management team to maintain timely and effective change management processes, procedures and systems
• Conduct analysis to determine alternative courses of action or recovery on slipped schedules
• Grooming and dress must be appropriate for the position and must not impose a safety risk to the employee or others
• U.S. Citizenship and ability to obtain an interim and a permanent U.S. DOD Secret Security Clearance and Government CAC Card is required
• Front line employee working in shifts (24/7), performing all the functions of the 'Customer Helpdesk' role and additionally providing in-depth technical support to customers through network or equipment monitoring, localisation and remote repair
• Owning, driving, communicating, updating and proactively representing BT in all domains of activities
• Assuring customers that they call/call them are left "delighted" with the experience
• Manage supplier activities (e.g. really driving/escalating 3rd party agents to dispatch and repair faults to meet our service level agreements)
• Knowledge of another European language (German, French, Spanish, Italian) is an advantage
• Excellent communication and customer care
• Confident Windows and MS Office user
• Willingness to handle difficult situations
• Team-player attitude
• Customer-oriented thinking
• Fresh-grads are also welcome
• Affinity to technology
• Understanding of the IT products is a plus
• Enthusiastic and pro-active personality

Helpdesk Experience Lead-digital Workplace Resume Examples & Samples

• Lead Service Desk Model operations and continuous improvement in a digital, social and mobile workspace, to provide highest level of service to all UCB customers in all locations
• Manage delivery of Service Desk through UCB delivery Partner, and manage relationship with UCB delivery Partner
• Responsible for major incident management process, with the support of UCB Service Desk partner
• Provide strategic insights, propose and implement innovative practices and technologies to improve user experience and service delivery
• Build relationships with UCB end users and stakeholders cross functionally (Internal, External) in various locations (focus on Europe, North America, Latin America), seeks to understand what motivates individuals, help them to achieve value following UCB Patient Value Principles (From Task To Value, From Noise to Signal, Space with Consistency, Helpfulness and Generosity)
• Identifies changes which will result in the largest impact for end users and patients
• Provide timely communication regarding issues impacting service delivery
• Drive business productivity and patient value by tracking and communicating key operational and business value metrics, identifying process improvement opportunities
• 5+ years in a people and project management in a large, remote and virtual international environment
• Passion for delivering excellent customer service and drive for innovation and continuous improvement
• Leader who can influence cross functional teams and demonstrates creativity and curiosity
• Able to prioritize activities to effectively combine operational activities with strategic thinking
• Able to work under pressure, adapt and flex schedule to align with business needs and operations emergencies
• Strong communicator with solid decision making skills
• Manage multiple projects and strategically navigate through rapid changes, flexibility and imagination to adapt
• Flexibility to travel in Europe, North America, Mexico, Brazil
• Experience in a support role (phone and e-mail) 1-4 years
• Experience with troubleshooting in Windows 7, Outlook 2010, and internet browsing
• Great Communication skills
• Support Windows-based platforms including Microsoft Windows 7, SharePoint, Outlook 2010, Office 2010, Active Directory, Mobile Device technologies
• Manage daily team schedules and adjust as needed to accommodate call volume
• Review overall team performance and suggest process improvements
• Understand open problems / issues and communicate workarounds
• Complete project tasks timely and communicate progress or issues
• Author, maintain, and use Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), and Operational metrics
• Author, maintain, and use Knowledge-Base Articles, containing information such as known errors, fixes, and workarounds, as a vital part of First Call Resolution

Helpdesk Supervisor Resume Examples & Samples

• Develop and monitor metrics to assess the overall quality, performance, and productivity of both staff and business function using quality monitoring, survey results, ACD reports, and support tool reports
• Anticipate problems by monitoring key department indicators; develop contingency plans and / or corrective action plans
• Analyzes and investigates
• Monday - Friday prime hours with flexibility to work until 10pm one night a week; 5 x 8 hour shifts
• 4+ years working in the IT industry
• 2+ years of Leadership experience, in a help desk or service desk
• Knowledge of Windows and Microsoft Office 2010 applications
• Higher education level is required
• Solve problems in an independent and creative way
• Customer focused with good communication skills
• Able to work in team
• Bachelor's degree from an accredited college in IT or a related field of study
• At least 4 years of experience in corporate IT or systems help desk
• Experience implementing TCP/IP at the workstation level
• Experience supporting Windows 7 workstations, Active Directory, Microsoft Office Suite and Windows File Permissions
• Experience supporting handhelp devices like iPad, iPhone etc
• Ability to lift/move equipment up to 100 lbs
• Primary responsibility will be that of Level I & II Technical Support Representative
• Answer phones/check emails and answer voice mails within (30) minutes
• Monitor watch list constantly and resolve any open issues as quickly as possible
• ALL issues require the creation of a ticket
• Create/manage tickets for ALL issues
• Ensure complete and accurate description/documentation in POETS of all communications and troubleshooting performed
• Ensure all unresolved issues are appropriately communicated to the next shift
• Ensure compliance with POETS processes
• Maintain daily communication with the manager to report operational issues
• Participate in On Call duties as assigned
• Perform other duties as assigned by your manager

Commerical Helpdesk Supervisor Resume Examples & Samples

• Develop training materials and administer to the team
• Coaching and feedback for improvement
• Co-work with TAC and Engineers to identify the quality problems
• Monitor and assist in managing team metrics and KPIs including
• O Minimum of an Associates Degree in Electrical Technology or a related technology field

Helpdesk Tier Resume Examples & Samples

• Train / Orient the user on capabilities of new hardware and software at installation
• Maintain knowledge of current hardware / software including Nortek Global HVAC standards. This would include knowledge of PC configurations and Microsoft Office Suite of applications
• Ability to troubleshoot PC hardware / software configuration problems
• Administration Skills including, but not limited to, entering and updating work order information and creating IT purchase orders
• Monitor any harmful attacks such as viruses, hacking, Spyware, etc. while taking preventative steps to minimize disruption
• Experience with PC hardware and software support in a networked environment
• Must have experience configuring personal computers and thin client devices operating in a networked environment
• Four year degree preferred, two year technical degree or equivalent experience will be considered
• Basic networking trouble shooting skills (TCP/IP, LAN, and Wireless) desired
• Imaging software
• ServiceNow Ticketing system (or ticket system knowledge)
• Technical Call Center experience
• A minimum of 5 years of end user support experience in resolving issues and providing a high level of service
• Understanding of PC/Mac software, operating systems and applications, networks, and hardware
• Understanding of Microsoft Office Suite, email clients, and browsers
• Excellent organizational skills with emphasis on detail and follow-through
• Excellent listening skills with the ability to empathize and focus on client service
• Ability to communicate technical information to a non-technical audience in a clear and coherent manner
• Ability to maintain strictest confidentiality when working with sensitive information
• Ability to demonstrate initiative in the resolution of problems
• Fundamental understanding of hardware and software installation and troubleshooting in a desktop computing environment

Tier Helpdesk Agent Resume Examples & Samples

• 1-2 years of helpdesk/call center experience
• Must be fluent in English and Portuguese
• Understanding of both wired and wireless networks
• Ability to troubleshoot Windows 7 related issues
• Lotus Notes
• SCCM Client
• Business Objects

State Helpdesk Resume Examples & Samples

• Performs advanced troubleshooting steps and fixes on escalated issues such as complex software and network connectivity issues, and remote VPN client access that cannot be resolved by Tier 1
• Provide technical assistance to the ITT's while on the phone with customers
• Performs remote installations, upgrades or downgrades on complex (i.e. software requiring licensed approvals, installations on multiple computers, including bureau layer installs) software and operating systems using State standard software
• Interprets and analyzes problems using automated diagnostic programs with administrator level and elevated privileges to provide support to customers
• Administers, implements, and provides technical support on time sensitive responses and resolutions to major incidents (i.e. incidents having an impact on a large group of users where remediation is considered urgent)
• Serves as a liaison between other technical staff, management, users, and vendors regarding service requests, usage, standards, security, and other technical matters regarding changes to the customer's environment and the impact to customer systems
• Analyze and researches software and hardware before it's deployed to the enterprise
• Trains ITTs on support processes and procedures
• Ticketing system
• MS office 365
• Outlook/Exchange
• Phone support experience
• Handling inbound phone calls and logging tickets in the ticketing system
• Managing emails and web based ticket queues. Analyst is expected to take ownership of emails that arrive in the team mailbox and reply to the sender with a status of the issue. Web based ticket are submitted for non-critical requests/problems, and the analyst is expected to resolve the issue or escalate it to the appropriate team for resolution
• Administering conference bridges during major outages. This includes documenting progress of resolving the issue and results of testing fixes. Also includes noting callers who have joined the bridge, their location, and their job function
• Making outbound calls to client help desks to report or follow-up on client based outages
• Possess good communication skills – both verbal and written
• Be able to work under own initiative and work as part as a team or individually
• A good problem solver whom also possesses good organisational and administration skills
• Good working knowledge of SQL
• Good understanding of latest software and hardware technology
• Previous helpdesk experience
• Knowledge of various remote access tools
• An awareness of the local government environment
• Card payments or income processing software experience
• Microsoft applications

Erecruit / Ehire Helpdesk Consultant Resume Examples & Samples

• Promotes a learning environment in the office
• Provides helpful feedback and advice to the clients
• High school graduate. University degree or equivalent in Information Technology, Microsoft certification or professional training and experience in helpdesk is desirable
• Minimum of 6 years of work experience, providing IT support is required
• Experience and Knowledge in the use of CRM systems and Peoplesoft Atlas is an asset
• Minimum 2 years of relevant experience in providing client support/helpdesk environment
• Proven track record of contributing positively in a team environment
• Personal CV or P11, indicating all past experience from similar projects and specifying the relevant assignment period (from/to), as well as the email and telephone contacts of at least three (3) professional references
• The financial proposal shall specify a total lump sum amount, and payment terms around the specific and measurable deliverables of the TOR. Payments are based upon output, i.e. upon delivery of the services specified in the TOR, and deliverables accepted and certified by the technical manager
• If the Offeror is employed by an organization/company/institution, and he/she expects his/her employer to charge a management fee in the process of releasing him/her to UNDP under a Reimbursable Loan Agreement (RLA), the Offeror must indicate at this point, and ensure that all such costs are duly incorporated in the financial proposal submitted to to UNDP

Helpdesk Service Coordinator Winsford Resume Examples & Samples

• Minimum of 3 year history of employment (including information which can be verified for any gaps)
• Proof of identity & eligibility to work in the UK which must include
• First point of contact for incoming telephone calls and service requests received by telephone, fax and e-mail
• Interpret and log work order requests, inputting details into an in-house system, providing and tracking regular updates to the status of the request through to work complete status in line with Service Level Agreements (SLAs)
• Understand, identify and apply the SLA for each service request and set expectation with customer
• Sort and dispatch calls to engineer, sub-contractors and site managers based on the correct skills sets, geographical location and service delivery arrangements
• Re-plan/assign as required to manage workload and priorities of response
• Meet SLA targets and respond to customer demands
• Plan daily work load for engineers using available systems
• Prioritise urgent jobs and plan and dispatch operative/sub-contract support to meet urgent demand
• Organise planned maintenance for engineers, sub-contractors and site managers
• Raise purchase requisition and/or purchase orders to the value not exceeding agreed limits
• Ensure compliance with statutory and company procedures, across all functions
• Collate accurate and punctual regular reports as required
• Escalate any complaints as required and support continuous improvement activity to reduce levels of customer complaints
• Analysis of job history/running reports to avoid duplication
• Promote customer feedback and surveys
• Administration duties
• Ad hoc site visits – familiarisation visits to sites you are responsible for, meeting the team
• To comply with company procedures to ensure that all risks relating to safety, health, environment and quality are effectively managed through the use of risk assessments, PPE, training and company procedures to ensure a safe working environment
• 5 GCSEs at grade C or above or equivalent
• Relevant experience in similar role

Helpdesk Associate Resume Examples & Samples

• Track all incoming emails, service requests and customer contacts via Helpdesk software
• Report all emergency calls immediately to the Supervisor
• Notify customers on the status of current ticket and/or resolution efforts
• Brief customers as well as management daily on the status of current software/hardware problems
• Helpdesk responsibilities include trouble-shooting of technical problems for internal users, including hardware and software
• Perform routing and closure of client assist internal and external users with mainframe password resets and login problems
• Process User Access Request Forms and maintain accounts for the following applications such image repository and Web Portal. Maintain the Databases
• Development and maintenance of Online help files
• Analytical knowledge of windows applications, databases and Java software
• EDUCATION: GED / HS

Technical Helpdesk Consultant Resume Examples & Samples

• 1st and 2nd line support for all Technical issues relating to RDBMS and Operating System
• Provide Managed Service customers with DBA and application expertise including shell script maintenance and performance monitoring
• Undertake scheduled work for Managed Service customers eg database upgrades and copies
• Liaise with developers and other members of the company to highlight and resolve issues within the applications
• Support of SaaS solution
• Work within prescribed ISO27001 procedures
• Deal with calls and requests within SLAs
• Be available to work out of hours for scheduled weekend and evening work
• Previous experience in a customer focused technical support environment
• Previous RDBMS administration experience. Knowledge of Ingres and SQL Server would be advantageous
• Previous administrative exposure to Unix, Linux and Microsoft operating system environments
• Ability to work evenings and weekends for scheduled work
• Willingness to learn new skills and ability to learn quickly
• Citrix / RDS/ VDI experience would be advantageous
• Knowledge of SQL and Unix / DOS / Powershell scripting
• Previous experience of the Capita Software Services product suite or other Local Government software
• Keen interest in Information Technology
• Previous experience of working with ISO27001
• Pasttechnical work experience OR assoc/Bachelors degree
• Stability in work history
• Help desk or customer service experience
• Helping the users with the establishment of Conferencing service connection and guide them on how to use the service via the usual business communication channels such as e-mails and phone calls
• Identify the source of the problem handling audio quality, connectivity issues and configuring the system environment on the user’s end
• Knowledge of another European language (German, French, Spanish, Italian) is a must
• Confident Windows and MS Office usage
• Multitasking
• Reflective communication skill
• Willingness to work in shifts

Mortgage Helpdesk Coordinator Resume Examples & Samples

• Identify and escalate situations requiring urgent attention as needed
• Answers the most commonly asked questions for defined issues and problems
• Act as first line analyst for service request tickets following established protocols
• Provides production support lead feedback on help desk trends
• Excellent customer service, interpersonal skills and telephone etiquette
• The Helpdesk Tech uses prior field experience in structured cabling and telecom to support network, voice and/or computer equipment deployment technicians remotely
• The Helpdesk Tech will fully complete all IES paperwork accurately and on time – to include daily, weekly and monthly reporting regarding status of projects
• The Helpdesk Tech will adhere to and participate in all Company, customer and industry quality and safety standards and regulations
• The Helpdesk Tech will manage multiple streams of work simultaneously (i.e. field technicians in various locations and various phases of deliverables)
• The Helpdesk Tech will be able to visualize on site conditions as described by on site technicians and coach them through troubleshooting requirements
• The Helpdesk Tech will coordinate on site technicians with other remote support personnel (i.e. configuration engineers)
• The Helpdesk Tech will perform quality assurance checks on field technician deliverables (e.g. site survey and as-built documentation) to ensure customer acceptance
• The Helpdesk Tech will complete other responsibilities as assigned
• Must possess at least a High School diploma or GED equivalency
• Must possess a minimum of four (4) years of experience in the telecommunications field, with an emphasis on network or telecom deployment
• Must have field experience with smart-hands work deploying network, voice and/or computer equipment
• Must have proven skill level to interpret blueprints and other project documents, including but not limited to, specifications, reporting and quality requirements
• Must know the universal communications color codes
• Must meet Company minimum driving standards
• Monitor Helpdesk for tickets assigned to the unit and process first-in first-out based on priority
• Ensure each workstation has a computer, monitor, keyboard, mouse and any additional specialized equipment
• Report issues to the Helpdesk for escalation
• Assign users and computers to proper groups in Active Directory, create approved Wi-Fi access
• Workstation hardware and software upgrades as required
• Performs other duties as assigned under supervision
• Log all incidents and create tickets with complete and pertinent documentation
• Work phones, dispatch queue, emails
• Triage, first level support, password resets, basic troubleshooting, user instructions
• Provide resolution to level one incidents. Dispatch and Prioritize tickets accordingly
• Alerting management when necessary for high visibility and critical issues
• Organize meeting setups, new hires and office moves
• Ability to work with all level of customers
• Dispatcher role requires ability to understand and clarify customers’ complaints and requests and provide sustainable solutions
• Document resolutions and update knowledgebase
• Follow up with customers. Check in to see if there is anything that IT can do to provide a higher level of service
• Provide a “concierge” level of services
• Handle procurement of hardware and software
• Maintain stock and oversee stock room
• Mobile management and procurement. BES and AirWatch knowledge a plus
• Candidate must have a minimum of 1 year experience in Helpdesk for both phone and visiting user’s desks (in Financial Services is a plus)
• Must be able to work from 8am to 5pm
• Candidate must have proven experience with Windows 7, MS Office 2010 and MS Office 2013. Windows 10 a plus
• Experience in configuring and supporting Blackberry, iPhone, iPad and Android devices in Microsoft Exchange based networks is a plus
• Experience in using a Service Desk Ticketing system
• Candidate must possess excellent interpersonal and customer service skills
• Candidate must possess strong written and verbal communication skills
• Must be able to manage time effectively and to be motivated, reliable, and a self-starter
• Current industry certification is a plus
• Procurement experience is a plus
• Bachelors Degree in Computer Science or related field is a plus

Senior Helpdesk Administrator, Systems Resume Examples & Samples

• Sr. Systems Administrator/Help Desk
• Manages the functionality and efficiency of a group of servers and computers running on one or more operating
• Participates in frequent special projects as required
• Strong understanding of smartphone devices (iPhone and Blackberry) devices and troubleshooting
• Strong understanding of VTC, Tandberg specifically. Able to schedule and connect SIPR, ISDN, and other types of VTCs
• Experienced with Windows Server 2003 and 2008. File servers and operating system knowledge
• Strong Windows 7/8/10 desktop support skills
• Strong desktop imaging skills. SCCM is a must
• Strong hardware troubleshooting skills
• Advanced understanding of Active Directory and AD automation (scripting), create user account, computer objects, etc
• Advanced understanding of distribution lists, security groups, nested groups. Scripting for AD is a must
• Intermediate understanding of network troubleshooting: Ping, ipconfig, tracert.
• Position may involve lifting heavy objects, repetitive actions and/or sitting for long periods of time
• Bachelors Degree in Computer Science or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience (HS+11 years, AS+7 years, BS+5 years)
• Must possess a US security clearance at the Secret\SSBI level and be eligible to obtain a TS/SCI level clearance
• Must obtain ITIL Foundation certification within 90 days of hire
• This position may occasionally require some physical activity, lifting objects, bending, crouching down (i.e. to troubleshoot equipment), and long periods of sitting
• Answers help desk telephones and responds to basic customer inquiries to ensure customer needs are met
• Assists customers in resolving basic technical problems by providing scripted guidance regarding software and hardware problems. Resolves and/or refers more complex technical problems through a defined escalation process
• Experience working with Windows XP and later version operating systems
• Must be able to clear NACI background investigation

Helpdesk Team Lead Resume Examples & Samples

• A minimum 2 years people management experience
• Broad awareness of the role and delivery of the first line team within Applications Support
• Strong organizational skills to organize and deadline
• Requirements documents change control management
• High level of customer focus
• Strong problem solving skills and the ability to analyze, define and specify customer requirements
• Willingness to take on additional responsibilities and challenges in order to support other team members
• Excellent knowledge of SQL technology
• Working knowledge of .Net technology
• Working knowledge of Renewals Manager platform
• Experience working as part of a project team
• Proven experience communicating at Senior Management level
• Responsible for providing tier 1 software and hardware support to thousands of user across numerous locations
• Provide superior customer service to all levels of the organization
• Active Directory - password resets are where the majority of this candidates time will be sent
• Customer Service - this individual needs to be personable, a quick learner, and a team player
• Remedy Ticketing system - this is the main ticketing system they use, so any experience with this would be a plus
• Provides first point of contact support for Single Family Lending via telephone, email or in-person
• Creates "helpful hints/tips" communications based on help desk trends
• 1 year of Mortgage Lending experience or equivalent experience and education required

Team Leader Helpdesk Level Resume Examples & Samples

• Help with scheduling the technicians
• Talking to customers on the phone
• Managing 1st Level Helpdesk reporting directly to the head of service
• Good skills in Word and Excel would be an advantage
• Good knowledge of English is a plus
• Organization talent
• Diligent and precise
• Negotiating skills
• Experience in a similar position required

NAD nd Tier Helpdesk Resume Examples & Samples

• Customer oriented communications, Organizational and planning skills, Telephone support deliverables
• National Active Directory knowledge
• DNS knowledge – A records vs CNAME to Service records. DNS forwarders & DNS Suffixes
• TCP/IP knowledge – difference between IPV4 vs IPV6
• Windows 2008, 2012, 7, 8.1 and 10
• NTFS permissioning knowledge – Local domain vs foreign (trusted) domain
• GPOs understanding
• Understanding of Group Scopes – Universal, Domain local and Global groups
• Maneuverability in VCenter – Does not need to be an expert but should be able to login and maneuver
• A+ certification is a plus
• Understanding of basic networking, LAN, IP stack, IPV4 and IPV6
• Understanding of desktop
• Operating Systems (windows 7)
• Understanding of Anti-virus software (Norton, McAfee, Symantec)
• Understanding help desk applications (HEAT, Remedy, etc.)
• Provide timely resolution remotely or in person
• Primary responsibility is to monitor and manage the Helpdesk ticketing queue and provide timely resolution remotely or in person
• Enters all Helpdesk requests and resolutions into the ticket system
• Responsible for monitoring and completion of the setup of video conferencing, projector/LCD, and PC connectivity for conference room requests
• Technology setups, including visual aids, for meetings and assists guests with wireless connections
• Creation and termination of user accounts for new and past employees. Including setup of computer equipment, phone, and printers
• Maintain and monitor end-user workstations and productivity on local area network
• Maintains, manages and distributes loaner technology inventory
• Maintains IT assets, inventory and repair logs
• Provides IT management with ideas for how technology and department services support can be more effectively used in the delivery of high quality services to the firms clients
• Performs miscellaneous technical support tasks and special technical projects and phone system as assigned by the IT Manager
• The post holder must be an effective communicator, working within the service level agreement for the business and working to build relationships with key stakeholders at all levels
• Liaise on a regular basis with Facilities Managers and their teams to ensure maximum operational efficiency
• Understand and inspect the quality of the Engineering Services documentation, in accordance with our client service level agreement
• Maintain and develop TM17 databases, online systems and asset management in line with contract maintenance and change control processes
• Produce and analyse detailed management information reports to assist with performance management
• Experienced in the operation of CAFM systems (Planon), knowledge & experience of delivering year on year improvements in service delivery
• Identify and load documents into CAFM system (Planon) to ensure compliance for the management for all buildings across the estate and be confident to challenge if data is incorrect so to optimise the efficiency of the FM operation
• Possess a proactive approach to own personal development and assist in the development of others where necessary
• Follow a clear and defined process and procedure during the job share hand over
• Ability to show flexibility with job share partner, if and when required
• Ensure that the facilities management teams are supported through effective management of the TM17 Administration system, increasing productivity
• Administration of overdue statutory and non-statutory compliance, relevant to KPI’s
• Have strong interpersonal and communication skills and to be a team player
• Demonstrate the willingness and have the ability to balance workload
• Have a clear comprehension of the Company’s goals and objectives and be willing to undertake special projects from time to time to meet business requirement
• Good general education; minimum 5 GCSE’s Grade A to C or equivalent
• Have, or be willing to undertake training to ensure knowledge is kept up to date with any compliance changes
• Previous experience of working within Facilities Services Management or a compliance/Asset Data Base function is desirable
• Excellent computer skills, including Windows based software; Planon or other CAFM System
• Have a good understanding of Asset Management
• Have qualifications that would support and or have good knowledge of Building compliance (TM17)
• Have the ability to exercise initiative and work with minimum supervision
• Organised, proactive and possess a methodical approach to work
• Have excellent communication skills and proactively work as part of a team
• Be able to develop knowledge of the Company, organisation, staff and activities
• Excellent time management skills and the ability to effectively prioritise workload from a variety of different sources

Helpdesk Intern Summer Internship Resume Examples & Samples

• Research new technologies and report pricing and system options
• Set up A/V events
• Assist with server administration
• Pursuing Bachelor’s degree (junior/senior standing) in information technology or IT certifications from Microsoft, Cisco, COMPTIA or similar
• Must be interested in a career in IT
• Have a basic understanding of Windows 7, Windows 10 operating systems as well as local-area networking
• Outgoing personality who enjoys helping people and working in a team environment with high standard of customer service skills
• Learn new skills quickly and efficiently
• Experience with supporting Windows
• Experience skills supporting MS Office and other desktop software and tools. (e.g., Adobe Suite, Antivirus,

Accounts Receivable Helpdesk Associate Resume Examples & Samples

• Minimum 6 months finance and accounting experience
• Minimum 6 months working with MS office products including excel
• Previous accounting experience studies in particular Accounts Receivable
• Experience with accounting systems Client industry experience a plus
• Experience with Oracle ERP accounting system
• Experience managing project operations to daily goals and deliverables environment
• Written and oral communication in English to easily communicate with client and third parties at all levels
• Must be able to impose herself/himself in front of the team through exceptional knowledge of the business and coaching skills
• Must be a good team player
• Ability to impose a proactive spirit in the team
• Reliable, proactive approach to entrusted tasks thinking outside the box
• Provide all aspects of support for Commercial Display Product to help desk representatives and manage the team
• Handle Escalations to provide good customer services
• Monitor daily statistics and implement improvement actions and coaching with needed
• Minimum of a Associates Degree in Electrical Technology or a related technology field
• Minimum of 3 years of experience in a technical help-desk or in related area

Product Helpdesk Executive Resume Examples & Samples

• Product: Provide first point of contact for all BMW product enquiries to the UK and Irish Retailer networks and all internal BMW customers. Evaluate and investigate all issues and provide timely and commercially aware recommendations to resolve and maximise customer satisfaction
• Launchpad: Continually monitor and support LaunchPad Community assisting all Community stakeholders with Product & Technology topics. Continually monitor content to ensure relevant and accurate information is presented to all users to assist with customer enquiries. Identify opportunities to develop LaunchPad Community platform to improve quality and service to all stakeholders
• Individual: Own the operational relationship with BMW Individual with regards to special series and one-off requests. Support strong sales growth of BMW Individual paintwork and upholsteries through concise liaison with ZS. Manage 1st level Retailer and internal support for all Individual enquiries. Accurately and concisely communicate Retailer/Customer/BMW UK requirements; agree implementation approach, pricing and timescales
• Authorities: Own the operational relationship with BMW International and Specialist Sales Division (ISSD). Set up, manage and maintain Authorities’ model configuration, pricing and system set up requests
• Helpdesk: Co-ordinate and manage the operational relationship BMW Retailer Network, CIC and internal teams. Plan, review and support appropriate training for all stakeholders covering NSC activities. Further support internal teams for training on product and technology topics as required
• Build and maintain effective working and influencing relationships with all stakeholders
• Proven, relevant experience in a customer facing or sales experience role would be beneficial
• A good level of commercial awareness together; able to think analytically and laterally with an excellent attention to detail
• Able to question complex information to identify cause and effect and deliver attractive solutions
• Effective communicator and relationship builder; able to influence commercial and operational stakeholders drawn from a wide audience
• Articulate with excellent verbal, written and IT communication skills
• As a part of the BMW Group, a career with BMW (UK) Ltd can offer long term opportunities for growth and development locally, nationally and internationally

Reception / Helpdesk & Mail Services Resume Examples & Samples

• Highly developed interpersonal skills
• A confident, pleasant and professional telephone manner
• The ability to work on own initiative
• IT Literate
• Time management and organisational skills
• An understanding and respect of matters of confidentiality
• A checkable employment/education history
• To provide a single point of contact for M&S, Head Office and Suppliers, for all matters relating to store equipment
• Lead a team of Helpdesk/Ops Admin
• Resolve any delivery issues in a professional and timely manner
• Manage a team, delegating workload as appropriate, ensuring work is produced to a consistently high standard whilst achieving deadlines
• Dealing with absence and conduct in line with Wincanton policies and procedures
• Compile weekly KPI’s & produce detailed customer reports
• Must have at least 1 year of professional experience in a helpdesk position
• Must have strong customer service skills, experience doing phone support and hands-on support, and strong troubleshooting skills
• Must be able to work in a high demand, fast-paced environment. Will be working on a team of 9 other helpdesk support technician. Vast majority of troubleshooting will be over the phone
• Will work on team of 9 other HD Analysts and report to the IT Operations Manager

Helpdesk Administrator, Systems Resume Examples & Samples

• Systems Administrator/Help Desk
• Hohenfels, Germany
• Secret\SSBI Clearance is required
• Understanding of smartphone devices (iPhone and Blackberry) devices and troubleshooting
• Understanding of VTC, Tandberg specifically. Able to schedule and connect SIPR, ISDN, and other types of VTCs
• Experienced with SharePoint 2007 and 2010
• Strong work ethic. Exercises bring a fast pace, big demands, short suspenses, and extra hours, must be able to work under these conditions periodically
• Understanding of Active Directory and AD automation (scripting), create user account, computer objects, etc
• Understanding of distribution lists, security groups, nested groups. Scripting for AD is a must
• Must meet TESA requirements
• Bachelor’s Degree in Computer Science or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience. 2. 2-5 years of directly related experience in systems administration and analysis
• Offer contingent upon receiving TESA approval
• Must obtain CompTIA Security+ certification within 90 days of hire
• Must obtain CCENT or MCP/MCTS certification within 6 months of hire
• May periodically provide BFT system administration and surge support for exercise requirements
• Provide first level assistance and support for incoming calls and issues for all IT products and services
• Document all required and pertinent information utilizing the helpdesk ticket tracking software, utilizing excellent customer service skills
• Walk the customer through the problem-solving process, utilizing available tools to troubleshoot, diagnose, and resolve issues to the end user's satisfaction
• Identify and escalate situations requiring urgent attention, and escalate to the SOC
• Document internal procedures and recommend procedure modifications and improvements
• Address escalations for issues that Help Desk Analyst I cannot resolve
• Consistently demonstrates regular, dependable attendance & punctuality
• High school diploma or equivalent, at least 3 years of relevant help desk experience
• Experience performing Help Desk support for a wide range of issues and customers as well as troubleshooting and resolving issues for remote users
• Excellent written and verbal communication skills to a wide range of end users. Ability to mentor other employees on the team for team growth
• Basic math functions such as addition, subtraction, multiplication, division and analytical skills
• Solid problem solving and troubleshooting skills
• This position involves regular ambulating, sitting, hearing, and talking
• May occasionally involve stooping, kneeling, or crouching
• May involve close vision, color vision, depth perception, and focus adjustment
• Involves use of hands and fingers for typing on keyboard and using a mouse
• May be a need to move or lift items under 10 pounds
• Experience with Microsoft office products and Windows is required, Mainframe and UNIX is a plus
• Works well in a team environment
• Continually grow knowledge of help desk procedures, company applications, and respective IT infrastructure
• Must be able to multi-task, work in a fast paces environment, and manage stressful situations

Associate Technology Helpdesk Resume Examples & Samples

• Communicating with colleagues and customers in a clear and concise manner, both verbally and in writing
• Assisting the existing Client Support team when required
• Understanding the business processes and priorities, training for this will be provided
• 1 -2 years of relevant work experience
• A professional and highly focussed customer service approach
• Excellent communication skills. - both written and verbal
• Ability to liaise with stakeholders at all levels
• Aptitude to use initiative and a pro-activeness to deliver to business outcomes
• A strong team player who demonstrates flexibility and a drive for continuous improvement
• Aptitude in technology including hardware and software
• Knowledge of Microsoft Technologies (Windows 7, Office 2007/2013, Active Directory, Exchange)
• Demonstrates commitment to delivering to the client through following standards & procedures
• Confidence in meeting new people and adapting approach to suit different stakeholders
• Willingness to 'own' and be accountable for problems until satisfactorily resolved
• Ability to work well under pressure, multi-task, prioritise and work effectively with minimal supervision
• Previous experience in a Help Desk/Desktop Support role

Hiring Helpdesk Coordinator Resume Examples & Samples

• 1-3 years’ experience working within a customer service or a helpdesk environment
• Must demonstrate intermediate knowledge of Microsoft Office applications (Outlook and Excel required) and a strong aptitude for technology
• Human Resources Information Systems (HRIS) and Applicant Tracking Systems (ATS) experience preferred
• Must be well-organized with excellent verbal and written communication skills
• High level of patience and courtesy are required to deal with users to resolve their problems
• Good listening skills are required in order to understand the problem being presented
• Ability to assess severity of issues and resolve appropriately
• Scheduled hours may vary and may include evening hours

Helpdesk Operator Resume Examples & Samples

• Access point for enquiries
• Receive service requests and allocate responses in a timely manner
• Updates asset register and invoice database
• Collect and prepare data for reports
• Receive/collate/maintain data
• Maintaining stationery supply
• Typing correspondence and reports
• Receive/sort/despatch mail
• Contract Administrator “cover” for lunch/holidays/absence
• Collating/ inputting and maintaining data including purchase orders

Helpdesk / Admin Co-ordinator Resume Examples & Samples

• Call handling
• To operative the Helpdesk, log calls and allocate work to Estates Staff, run off Planned Maintenance job sheets and close out job sheets in a timely manner
• To liaise with facilities staff to track jobs through to completion, within performance targets
• To liaise with Schools regarding status of recorded jobs and any queries
• To produce management reports including Monthly Performance Reports
• To raise Purchase Orders to Sub Contractors and Suppliers through an electronic ordering system and chasing delivery through to completion
• To GRN goods onto the electronic ordering system
• Updating spreadsheets
• Assist in the efficient running of the office operation
• Other administrative duties as required
• Numerical, Analytical and presentation skills, with ability to use MS Office – Essential
• Ability to communicate effectively with a range of customers and demonstrate customer focus/orientation – Essential
• Ability to work independently, manage own work load, work towards tight deadlines and work effectively as part of a team – Essential
• Commercial Awareness – Desirable
• Technical/Building awareness – Desirable
• GCSE or equivalent in Maths and English – Essential
• Previous helpdesk operational experience – Desirable
• Proficient in MS Word and Excel - Essential

Assistant Helpdesk Representative Resume Examples & Samples

• Answers help desk telephones for assigned account(s) and responds to customer inquiries to ensure customer needs are met
• Experience with solving computer related problems
• Experience working with company escalation policy

Helpdesk Agent / Global IT First Responder Resume Examples & Samples

• Support all IT Hardware, Software, and IT infrastructure within a very fast-paced and demanding environment
• Be a main point of contact for individuals reporting or highlighting issues with systems or equipment using phone and chat
• Troubleshoots and resolves systems errors and failures
• Ensure that issues are addressed and SLAs are met
• Ensures security procedures are followed and enforced
• Fluent English (this includes the ability to explain technical terminology to non-technical end users)
• Communication skills - over the phone, chat, email
• Understanding of computer and networking concepts
• Knowledge and troubleshooting experience in Microsoft Windows, web browsers, email applications, office and other client applications required
• Fluent using Internet - ability to search various information, working with multiple tabs
• Must possess a keen attention to detail
• Methodical problem solving and analytical skills
• Demonstrates strong initiative (is proactive) and motivation with the ability to learn quickly
• To have flexibility in working hours and shift patterns to provide cover for operational requirements (European hours only)
• IT education or 1-2 years of IT experience on relevant position
• High self-motivation
• Demonstrable track record dealing well with ambiguity, prioritizing needs, and delivering measurable results in a dynamic environment
• German/French/Spanish/Italian language is an advantage

Windows Helpdesk Administrator Resume Examples & Samples

• Perform desktop/laptop support
• Oversee operations of Active Directory domain
• Support and monitor Domain Controller, Print Server and File Shares
• Support VOIP phone system
• Manage backup systems
• Manage corporate antivirus / anti-malware software
• Manage office user computer environments by using Active Directory Group Policies
• Be cross-trained in other IT duties to provide skill overlap
• Document configurations, processes and procedures
• Follow workplace rules as laid out in Companies employee handbook
• Ability to quickly learn new technologies as needed
• Ability to prioritize and keep track of simultaneous tasks & deadlines
• Excellent problem solving abilities
• Ability to produce clear technical documentation for both technical and non-technical audiences
• Produce quality work under pressure, while keeping a professional attitude with co-workers
• Experience with Corporate Antivirus software
• Ability to share information and communicate technical information to team members in a friendly, concise manner
• Self-motivated and disciplined
• Patience and ability to educate users in how to avoid or resolve problems
• Experience in Operating System deployments
• 1+ years of Tech Support in Windows environment administration
• Experience with Mac OS X and Linux machines within a Windows domain a plus
• VMware ESXi / Microsoft Hyper –V experience a plus
• Minimum of 2 years' experience supporting and installing Windows Desktop operating systems (Windows XP and above)
• Server/network administration experience is a plus (Windows Server 2003 and above)
• Advanced knowledge and proven record deploying and supporting Microsoft Office applications (Office 2007 and above)
• Basic understanding of Firewall appliances and services (Cisco ASA and/or SonicWall NexGen models highly preferred). Support experience considered a plus
• Basic understanding of the following protocols and networking services: TCP/IP, DNS, DHCP, Layer 2 Switching
• Good understanding of and practical deployment experience of Client Mobile messaging devices including Blackberry, iPhone, Android handhelds and Tablets
• Basic understanding of and practical entry level support experience of Backup processes, software and hardware
• Basic understanding of WLAN, security concepts
• Ability to communicate with users over the phone and provide remote support and using a variety of remote support tools
• Must be a detail-oriented self-starter - function autonomously, with minimal supervision
• Excellent verbal and written communication skills. Able to explain technical issues in clear and understandable language
• Demonstrated dedication to consistent quality
• Daily interaction with team members and a variety of clients. The SS works closely with the Engineering Team Lead and Client Account stakeholders to ensure consistent quality service Delivery
• Must be aware of and make best use of proper escalation procedure for technical and non-technical client issues in order to achieve timely quality resolution and client satisfaction
• Swivel Chair (moving info from one ticketing system to another)
• Supporting Volt, Maintech, and client tickets
• Willingness to learn and work with various computer systems
• Assist with installing, configuring and troubleshooting hardware, software and configuration issues related to desktop and laptop operating systems, printers and peripherals
• Assist with deploying workstation images
• Provide in-person and remote support for laptops and desktops
• Set up A/V events and recordings
• Perform administrative tasks for the IT Department including purchasing and inventory
• Desire to complete projects at a high level

Askhr Helpdesk Representative Resume Examples & Samples

• To provide a professional and consistent first line support to users on all rules based queries, including contract issues, policies, procedures and processes, pensions and other areas. To own the relationship & query between the enquirer and AskHR/Pensions and to educate the enquirer on the benefits of self service through the Employee Services Portal / Self Service Tools as and when available
• To provide first line HR assistance to users via the call handling system, e-mail, and LiveChat. To fulfill commodity queries and transactions immediately, advise on rules based HR/Pension issues, forward tickets for more complex requests or enquiries and to ensure service level adherence is delivered to all tickets
• Provide professional and courteous service while ensuring problem resolution and customer satisfaction. Deliver and promote superior service in handling problems and complaints
• Promote strong service delivery ethos within AskHR and to 'own' the relationship & query between the caller and AskHR
• Participate in departmental training activities including training programmes in support of new technologies, procedures and customer service initiatives and enhancements
• To ensure that the appropriate level of data quality is maintained on C-Ontact, SAP and the knowledge base
• To be the point of call for technical guidance to other team members and the wider operation and to coach and mentor new team members on the call handling application
• To perform other duties as assigned by the team leader or manager as and when required
• Contribute to continuous improvement processes in order to improve the quality of service provided and the individual customer experience
• Promote and encourage use of customer self service capabilities by proactively using contact opportunities to coach and educate customers on available self-service products as and when available
• Actively participate in building successful customer relationships, seeking opportunities to gain customer insights on service delivery and to market GSS
• Maintain an up to date working knowledge of customer requirements and HR and Shared Service environment, sharing knowledge and experience across the Service teams and via the expert knowledge databases
• Work in a way that develops team working within AskHR, and act in a partnership with our customers to deliver efficient and effective support
• Experience of working in a contact centre environment
• A demonstrable understanding of HR Administration and HR Advisory processes. Pensions experience would be an advantage
• Must have customer facing experience and a passion for customer service excellence
• Understanding and promotion of the Shared Service environment
• Supports the induction and integration of new team members
• Understanding of support requirements aligned to differing business cultures, policies and processes
• Working knowledge of HR administrative information systems (preferably SAP) would be desirable
• A limited amount of travel may be required for occasional off site courses
• Workflow Management System
• Knowledge Management System
• Contact Centre Telephony
• MS applications - including Outlook; Excel and Word
• To be the point of telephone contact for Trust Helpdesk and IFM Employees
• To monitor and update all service desk requests and take appropriate action to prevent non-compliant incidents in line with policies and procedures
• Major Incident procedure
• To monitor movement of estates staff whilst working shifts
• To respond to BMS alarm, ensuring appropriate action taken
• To cover general reception duties
• Carry out general administration duties when required

Helpdesk & Systems Specialist Resume Examples & Samples

• Assist in user support, both for hardware and applications, and provide assistance to the team for IT projects. This includes hardware setup, application installation, and the maintenance of WAN / LAN / Wireless / Internet configuration. This involves working within the global IT/S HelpDesk Team
• Purchase, install, test, operate, upgrade, and maintain hardware, software and computer room equipment
• Work with Corporate IT/S to contribute to and adjust the overall plan for IT infrastructure for offices and, once approved, implement projects. This involves close interaction with the Corporate Network & Data Center Operations Team
• Install, configure, troubleshoot, and perform light repairs on PCs
• Install, monitor, and troubleshoot applications on user’s PCs in the Microsoft (and possibly LINUX) environments
• Provide assistance to LAN / WAN / Wireless networks, support remote access, security, and virus protection
• Create / modify / de-provision network accounts based on HR-initiated work requests
• Manage and maintain network printers, Voice-over-IP phones/voicemail, conference and meeting rooms
• Manage backup infrastructure in the EMEA region in concert with the Corporate Network & Data Center Operations Team – NetApp, NetBackup, Tape Library – administration and deployment
• Manage our Sharepoint presence in the EMEA region and in concert with other HelpDesk teams around the world
• Anticipate potential technical challenges and proactively maintain our systems
• Manage PC / computer accessories / supplies stock, software license distribution, and issue procurement requests as needed
• Provide input into the quarterly and yearly expense planning process for anticipated purchases
• Provide general assistance to the rest of the IT & Systems organization, including being the ‘remote hands’ for all Data Center Infrastructure work with our Network team. This also includes VMWare vCenter Administration

Helpdesk Provisioner Resume Examples & Samples

• Process all New, Move, and Change orders for technologies
• Provide timely updates and document clear and concise notes related to order activities in the internal databases to ensure that the customers can view the most current status of an order via the Portal
• Expedite and escalate orders/issues when necessary to insure timely delivery of services
• Answer inbound customer calls for queries regarding order status activities and troubleshoot when necessary
• Assist peers with ordering issues & training when needed

Technical Helpdesk Resume Examples & Samples

• Technical Care Professionals are expected to be available to take calls, be productive, and engage in positive interactions. This will guarantee that we are effectively meeting the needs of the customer while reinforcing trust and taking into consideration the customer’s time and availability
• Technical Care Professionals create customer loyalty by serving as a brand spokesperson while demonstrating a variety of selling techniques resulting in sales of our products and services
• Technical Care Professionals identify our customer’s needs by asking clarifying questions to effectively promote our products and services. They would then articulate the features and benefits in a competitive environment through successful negotiations
• Technical Care Professionals take a variety of calls while providing a unique customer experience which exceeds their expectations and needs
• Technical Care Professionals are willing to adjust and adapt to all aspects of the business in an ever changing work environment. They will be expected to understand goals, how they are measured, how to reach them, and work with others as necessary to achieve them
• Technical Care Professionals are able to demonstrate dependability, flexibility and sound judgment. This is achieved by adhering to schedules and meeting all productivity, quality and performance standards. In addition, Technical Care Professionals are expected to take ownership of their own actions and of the customer’s experience
• Technical Care Professionals take action to proactively learn new information, report customer impacting concerns, think outside the box on customer resolutions and share best practices with others
• High School diploma or equivalent is required
• Experience with computers and keyboarding is required
• Working knowledge of Windows XP, Windows Vista and Windows 7 operating systems
• Minimum of 2 years customer service experience, preferably in a technical support and/or call center environment
• Familiarity with Macintosh operating systems
• Familiarity with basic networking hardware and software components
• Demonstrated excellent verbal and written communication skills along with basic practical math, reading and comprehension abilities
• Ability to work a flexible schedule, including nights and weekends

Helpdesk Agent Resume Examples & Samples

• Managing incoming calls, voicemail, and emails
• Positive attitude with strong work ethic
• Strong ability to multi-task and navigate through multiple systems while handling a single phone call
• Excellent fluency in language to be supported English/Spanish
• Documenting, troubleshooting, resolving, and prioritizing incoming help desk requests
• The ideal candidate will be a team player who demonstrates excellent problem-solving skills and customer service, and exudes professionalism
• Field initial calls and log tickets
• Looking for a generalist who has supported small shop environments
• Handle incoming calls, emails, IMs and walkups professionally and efficiently
• Create tickets for all issues reported and escalate as required
• Engage in every issue and work on behalf of the customer to get the issue resolved within the SLA for the ticket priority
• Support all facets of Ttrans Software - installation, data import, issues and training questions
• Process customer changes to user accounts
• Assist customers with use of the Web Maintenance functions and reports
• Assist employees with use of Microsoft Office
• Assist employees with use of Avaya phone system
• Install approved software requests on employee computers
• Apply Microsoft OS Image to employee computers
• Maintain user accounts in Active Directory
• Maintain user’s VPN accounts
• Install employee computer hardware
• Support all technical issues related to EFS products and services
• Perform daily/monthly tasks as required
• Provide support to Terminal Fuel Sites
• Provide first level support to customers with Real-Time interface software packages
• Assist in overall documentation for internal and external user manuals, forms, etc. and ensure kept up-to-date as changes occur
• Provide assistance with development and testing of new products/system features as needed
• On-going cross training within the department and other related departments
• Other duties and projects as assigned
• High school diploma required
• 2+ year’s helpdesk experience desired
• Basic knowledge of computer systems/networks, computers, printers and copiers
• Basic knowledge of the Internet, Internet browsers and cell phones
• Impeccable customer service and communication skills
• Manages time well and can multi-task
• Self-motivated, self-starter, strong self-discipline, and business curiosity
• A team player with high energy
• Ability to review information and act decisively. Identify and diagnose customer issues and create an acceptable solution for both parties
• Excellent follow through from start to finish with strong attention to detail
• Schedule flexibility to assist with open shifts as needed
• Ability to work holiday’s as required

IT Basic Helpdesk Coordinator Resume Examples & Samples

• Basic Printer Setup & Troubleshooting
• Computer systems and printer data wiping
• Computer systems imaging
• End-User General Troubleshooting Support
• Participate in UNO IT Support Contract On-Call Rotation
• Associates Degree, or 3 years of IT experience in lieu of Associates degree
• Excellent analytical skills, effective organizational and time management skills
• Excellent problem solving/troubleshooting skills
• Two of the following 4 industry recognized certifications
• Experience with various computer hardware, which includes: PCs, laptop & printers, MFPs, routers, switches and servers
• Experience with Remote Control software, Ticketing System software, Active Directory; Exchange; SharePoint
• Professional experience with LDH information systems or programs utilized by the department
• Relevant industry certifications in addition to those required for this position
• Provide general technical support to sales staff and customers. Customers will range from large global accounts to our re-seller partners customers
• Provide lubricants recommendations to sales staff. Provide advice on product tiering within portfolio whilst considering brand pack availability. Correctly specify appropriate Shell products to be used for specific applications (vehicles, machinery and equipment). Immediate recommendations should be possible for at least 80% of applications, and with use of reference materials and networks etc should be possible for 90% of all cases
• Recommend alternatives to competitors’ products using internal and external web based tools. Be pro-active in growing LubeMatch and LubeAdvisor databases
• Record customer complaints, ensuring a high level of detail. Identifying key issues with use of suitable questioning techniques. Prepare customer case for on-pass to responsible function
• First line support for other Lines of Business, e.g., Bitumen, Retail, Aviation, Marine and General Public queries. Know who to escalate to, whilst remaining problem owner
• Liaise with all other LoB to get appropriate knowledge and competence to manage expected queries properly
• Identify customer opportunities and sales leads to sales, recording key information with respect to product type and volume. Provide transfer of prospect to appropriate Line of business Sales Manager
• Trouble shoot customer application issues, within the limits of lubricant selection and performance specification
• Manage operational activity in terms of the Service Level Agreements and Key Performance Indicators that are crucial to meet the business performance criteria
• Adhere to customer service quality and accuracy standards
• Provide HSSE product disposal advice to customers and sales, in line with local legislation requirements. Actively keep up to date with changes in legislation
• Acting and behaving according to Shell Global Business Principles, Code of Conduct, HSSE standards and rules
• Create and maintain the Shell Cross Reference database, which is used by all Shell distributors
• Update Lubrication Recommendation Guide Keys that are sent to and used by internal and external customers
• Maintain database of newly determined solutions for use by the team and other internal clients
• Knowledge of Windows and Linux based systems
• Knowledge and / or experience with monitoring and ticketing systems
• Experience in web server technologies such as MS IIS, load balancing and Cisco
• Considerable problem solving and decision-making skills
• Reasonable knowledge of current hardware and software technologies and uses
• Strong interpersonal and team orientation
• Security incident management and remediation controls and tools e.g. qradar, splunk, etc
• Associates degree in a technical area
• A basic to general understanding of computer systems, preferably with electronic health record systems or a combination of education and experience
• Demonstrated proficiency in computer skills and experience preferably with clinical workflows
• Familiarity with software design, software documentation, software development processes, software requirements, analyzing information and written documentation
• Team contributor/team player
• Strong organizational skills with accurate attention to detail
• Excellent communication skills, both verbal and written with the ability to multi-task
• Outstanding customer service and interpersonal skills with the ability to patiently and successfully interact with end-users with varying degrees of IT knowledge/skills/experience
• The ability to handle 70%-80% of end-user problems before finding it necessary to escalate the issue to a higher level

Engineer Helpdesk IT Resume Examples & Samples

• Provide technical support PC system problems on end users
• Implement the installation of business and engineering systems and their application to end-users
• Maintain the infra related hardware according to the defined maintenance plan. Feedback the problem to Supervisor or contact with vendor to resolve it
• Propose the solution on service improvement and simplify the operations to increase the satisfaction of end users
• Handle daily IT infrastructure operations, such as IT equipment application, email account application, exit checklist, etc. Ensure all the operations according to defined IT policy and get proper approval
• Provide Intra related hardware/software training to end user
• Typically, 2-4 years of working experience in related fields
• Office administrative experience and skills
• Ability to follow written policies, procedures and guidelines, and give feedback to leadership
• Intermediate-level knowledge of operating systems
• Self-motivated with good time management and organizational skills
• Ability to read and interpret basic to moderately complex documents such as operating and maintenance instructions, procedure manuals, and government/healthcare guidelines
• Excellent written and verbal communication skills and customer service skills, including professional telephone skills

Tech Helpdesk Trilingual Specialist Resume Examples & Samples

• Customer Service Experience Required
• Minimum 1 year
• Technical Experience Desired
• Basic Office Package Knowledge Required
• Tool and Applications Knowledge Desired
• Service Now
• Able to Multi-Task and Handle multiple incoming contacts
• Able to work under a structured environment
• Able to Follow Instructions and Knowledge Management Tool
• Able to meet deadlines
• Handle Constructive Criticism
• Strong Work Ethic
• Responds to and diagnoses problems through phone, email, and chat with PRG associates, ensuring satisfactory customer service
• Recognizes and researches problems and resolves basic problems while referring more complex problems to higher levels for satisfactory resolution
• Documents all calls and actions taken using problem tracking software. Maintains data integrity through accuracy and thoroughness of incident data entry
• Follows up on outstanding calls and open tickets to ensure timely resolution and customer satisfaction
• Helps identify trends in the support calls
• Prioritizes and escalates calls as appropriate

Teamleader Helpdesk Level Resume Examples & Samples

• Managing the CRM tool
• Ensure the Help desk is appropriately skilled and trained
• Improve the performance of the 1st Level Help Desk
• Ensure quality level using the SOPs

UK Workflow Controller & Helpdesk Resume Examples & Samples

• Accepting workflow activities into the department, capturing work requirements and taking briefs where required
• Assignment of Incident Management and MACD type tasks within physical and virtual Xerox teams according to requirements and relevant skills sets
• Monitoring the work and output of the department ensuring adherence of all to timescales, reassigning work where required
• Quality checking of departments output
• Documentation of workflow and MACD related process and knowledge transfer within the Team
• Develop Team knowledge and usage familiarisation with all customer interfaces and systems relating to workflow and MACD
• Act as the primary Team interface into the GDC and Third Party Providers (TPP) for all covered locations
• Ensuring accuracy of data in Asset Management and Monitoring tools (e.g. XDM, XSM etc.)
• Support the Service Delivery and Operations Manager in the production of reporting and Business Intelligence data, when requested
• Understanding the needs of the customer and shares feedback with others
• Interface with key customer stakeholders on Incident resolution and MACD related matters
• Assistance in creation and maintenance of account related documentation (CAPM)
• Supporting the Service Delivery Manager in driving of Regional Service Improvement activities
• Build and maintain external supplier relationships
• Support functions to re-engineer process improvements
• Experience of workflow coordination and Managed Print Services environments/solutions
• Excellent prioritising and task management skills in fast paced environment
• Intermediate Microsoft Office product knowledge (Excel, Word, PowerPoint)
• Intermediate Microsoft Office product knowledge (Visio and Project)
• Previous experience with Xerox Services Toolset (XDM, XSM, XRM)

CBI Helpdesk Associate Resume Examples & Samples

• Provide on-site and remote technical support, coordinating support with other staff via Crescendo’s helpdesk system
• Install, configure and troubleshoot hardware, software and configuration issues related to desktop and laptop operating systems, wireless and wired networking, applications, printers and peripherals
• Manage Active Directory user and computer accounts
• Plan, document, and execute deployment of new systems and applications, including configuration of Windows and Mac OS X PCs as well as enterprise software applications
• Log all IT problems and resolutions, including creation and maintenance of clear, readable and accurate technical documentation to efficiently address recurring problems
• Train new staff with IT systems
• Monitor and maintain copiers and printers
• Monitor IT systems, services and applications, planning and executing the distribution of client/server software and service packs as needed
• Help organize and track inventory of corporate hardware and software assets, ensuring that all software is licensed
• Order computer equipment and software licenses using the Oracle purchasing system
• Communicate and coordinate with the IT Director on all tasks and projects, performing other duties as assigned
• Strong organizational skills and attention to detail, including the ability to schedule and manage multiple simultaneous projects
• One or more years systems (Windows 7/Windows 8/Mac OS X) and network experience
• One or more years’ experience with Active Directory
• Demonstrated experience with and talent for hardware & software troubleshooting
• Knowledge of network switches and wireless technology
• Experience with mobile and tablet platforms
• Biotech or healthcare experience highly desired
• Experience with Windows 7 Operating Systems and MS Office 2007 & 2010
• Must have ability to physically move, deploy and relocate workstations
• Ability to learn and grown in progressive environment
• Experience with Footprints, Remedy, or a similar Help Desk Ticketing system
• Familiarity with Windows 7 workstation OS image creation/deployment
• Familiarity with OU's, registry changes and security groups
• Desktop support/troubleshooting
• Understanding of basic network connectivity and troubleshooting
• Understanding of MS Outlook client configuration with Exchange a plus
• To report directly to the Helpdesk Manager
• To participate in and to ensure the shift system is in place and cover is provided 24/7 365 days
• To ensure staff holiday, absence and training records are maintained
• To be the first point of contact for all queries and escalations from the Helpdesk Operators
• To be part of the wider Helpdesk team the first point of contact for the customer and provide all necessary updates to ensure continuous service
• To extract from the caller all relevant details, including technical information to enable through the Asset Management System, allocating the correct resources to respond to the job first time
• To engage with the service management system as a super user to enable knowledge sharing
• Issue the Work Order relating to the calls received to the respective Department in a timely manner, scheduling operatives as required
• To assist with the scheduling of operatives and engineers for reactive works relating to housing
• To carry out a Customer Satisfaction Survey on completed works
• To carry out ad-hoc tasks as required by the Helpdesk Manager
• Excellent command of the English language, spoken/written
• Effective interpersonal skills
• Experience of supervising staff and use rota systems
• Effective communication and telephone skills
• Effective Customer Service skills
• Accurate keyboard skills
• Good Microsoft Office skills
• Understanding of information management systems/databases
• Experience of maintaining records
• Telephone queries
• Producing Reports as required
• Travel and Accommodation requirements are undertaken within agreed timescale whilst accuracy levels regarding data input and retrieval of documents is maintained
• H. S. diploma
• A+ certification
• 3 – 5 years support experience that includes the following: User desktop setup Windows, UNIX, and/or Linux OS HP and/or Dell server hardware Active Directory or Novell networking
• To diagnose terminal, hardware, software and systems failures, using established processes and procedures to ensure service is restored as soon as possible
• Achieve the expected operational performance quality and quantity objectives outlined in the VeriFone employee induction and accessible on in-house knowledge base (Vbase)
• Log all calls onto VeriFone’s incident management system accurately and professionally
• Assist customers with installation or training related enquiries as well as providing technical support on operational or maintenance aspects of system equipment
• Investigate all incidents, document, resolve or transfer to Second line using the agreed helpdesk escalation process
• Attend product and procedural training workshops and scheduled meetings
• Ensuring Serial Numbers, Terminal ID’s and Merchant ID’s are up to date and that VeriFone’s system correlates to what is at the Merchant’s site
• Demonstrates initiative by proactively flagging up any possible new software/hardware issues to both the Second line team and also their Line Manager
• Carry out training / buddy partnering process as required for new starters
• Utilize in-house knowledge base for all support calls, flagging up any missing/incorrect information to Team Leaders or Second line
• Adhere to company working practices including Shift, Lunch and Break patterns
• Ensure that pride is taken in the workplace by ensuring that their workstation and surrounding area is kept neat and tidy at all times
• Employee may be called upon to perform a broader range of activities that are not within their core job specification
• Previous experience in similar role. Giving support to end-users
• Experience in helpdesk environment would be an advantage
• Preferably educated to ‘A level’ standard or equivalent
• Knowledge of the card payment industry and service provision desirable
• General Knowledge of customer service practices and procedures
• Ability to multitask, whilst maintaining attention to detail
• Proficient in Word and Excel
• Experience of using an office based telephone system such as ‘Nortel’ or similar
• Good knowledge of networks (IP addresses, Subnet Masks, Gateway’s etc.)
• Approved customer service qualification or equivalent by experience
• Good basic standard of education with additional specific training related to this post
• Proven IT Skills, including Lotus Notes, Word and Excel
• Excellent IT Skills, including Lotus Notes, Word and Excel
• Be an effective and confident communicator – both verbal and written
• Self-motivated, self-disciplined and enthusiastic, and be able to demonstrate an ambition to succeed
• Be smart of appearance and be professional in attitude and manner at all times
• Be organized and able to demonstrate excellent time management skills
• Have a flexible approach, willing to undertake multi-skill training and ad hoc duties
• Be able to maintain high levels of accuracy whilst achieving the levels of output required by the business

Helpdesk Trainee Resume Examples & Samples

• Provide end user IT support in a way, methods and procedures as defined globally or locally by the Company (including regulatory and standardization)
• SW installation/uninstallation, distribution and support
• Keep various databases used by 1st level support up-to date
• Contribute to IT policy development
• Contribute and use Knowledge database
• Develop and share own knowledge
• Cooperate with internal IT stakeholders
• Provide small “how to” trainings to end users where possible
• Keep Team Lead and IT Operation Manager EMEA informed about all non-standard problems and possible solutions
• Proactively identify any possible problems or issues
• Fluent spoken and good written English is required,
• Fluent spoken and good written second language (French, Spanish or German) is required
• PC HW knowledge
• MS Windows administration knowledge is an advantage
• Develop of interpersonal professional relationship with internal as well with external team members is crucial skill
• Experience in international and multi-cultural environment is strong advantage
• Capability to use proper business / technical language
• Possess and display sound judgment; initiative; flexibility and detail-orientation
• In addition, the role holder may be asked to perform on or more of the following
• Provides functional or task leadership
• Serves as a technical advisor to users with complex systems issues by resolving or conferring with technical personnel
• Active Directory - password resets, lockouts, etc
• Customer Service - great interpersonal skills
• Technical Phone Support Experience
• Active Secret Clearance
• This is a great long term opportunity with competitive pay. If you are seriously considering taking your career to the next level in a stable environment that provides job security then this is a great chance for you to do so

Senior Helpdesk Supp Specialist Resume Examples & Samples

• Provide 2nd level support to the 1st tier support team, implementations, and partners
• Work with customers to resolve issues and engage our Level 3 team when needed
• Enter, track and help set priorities for escalated issues
• Verify Service fixes and Hot fixes
• Create and deploy new package builds for releases
• May require, on-site visits to external and internal customers as well as partner locations as needed
• Assist with diagnosis and correction of escalated issues

Accounts Payable Helpdesk Fortune Company Excellent Manager Resume Examples & Samples

• Audit invoices in the Workflow system
• Ensure appropriate allocation information is provided
• Handle special handling requests by the internal customer
• Audit for any open sales tax issues and resolve
• Audit to ensure compliance to Leidos policies and FAR regulations
• Manage open rework items
• Interface with employees and vendors to resolve issues related to purchase order invoices, including rework items and payment status

Helpdesk Administrator Ipswich Resume Examples & Samples

• Take first calls into branch & raise service orders on Planon/SAP
• Raise purchase orders for spare parts & sub-contractor visits
• General admin support duties for the branch
• This position is a vital position within the branch, they are first point of contact for all incoming calls & must be professional at all times
• It is their responsibility to relay messages correctly and promptly
• A proven background in administration
• Knowledge of SAP, Coupa & Plan (not essential)
• Awareness of FM business industry & service delivery would be an advantage (not essential)
• Excellent communication skills, both verbal and written. Also the ability to call clients with confidence
• Excellent organisation skills are essential
• Must be able to operate Microsoft Office programmes
• Use predefined triage processes to troubleshoot and resolve or escalate to the appropriate resource within allowed Service Level Agreement parameters
• Ability to use remote desktop applications in order to troubleshoot end user PC related problems
• Take ownership for customer problem resolution Possesses working knowledge of customer support business and technology processes: -- Call handling processes, Customer shrink wrap software applications, operating system environment, asset tracking, etc. Identify customer-training issues on standard and non-standard products
• Able to demonstrate good customer service skills Able to demonstrate proficiency with Helpdesk tools , Microsoft operating systems, MS Office applications and anti-virus software, communications technology devices
• Able to demonstrate good problem solving & critical thinking skills Able to demonstrate ability to work with minimum supervision
• Able to demonstrate willingness to work as a team player Able to demonstrate good organizational skills and ability to attend to details Ability to travel as required

Analyst, Helpdesk Resume Examples & Samples

• Effectively, professionally, and respectfully represents other Information Technology staff members, teams, and their services to business users and in-turn our clients
• Provides support for all Information Technology products and services as well as all TriNet applications. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy
• Performs follow-up with end-users to ensure solutions provided meet their needs
• Escalate to second-level support individuals/teams when required
• Follow documented escalation process when a business escalation is received to ensure timely resolution to issues
• Actively participate in team and company projects as assigned
• Education: AS in Computer Science, Engineering, Math or Science required; BS degree preferred
• Experience: 1 - 2 years of applicable experience in a technical support role preferably with some experience working in a call-center environment or a desktop support role
• Work with minimal supervision to adhere to documented department and company goals/SLAs
• Must be able to learn and support new and quickly-changing technologies
• Familiarity with a wide range of hardware and software products
• Outgoing in nature with a high energy level
• Ability to make decisions quickly and without always having documented answers to questions
• Solid team-level presentation, verbal and written communication, and facilitation skills; Ability to communicate with employees at all levels of the organization; Excellent interpersonal skills
• Strong collaboration skills. Works well in a team environment where team members may be distributed (not collocated)
• Solid multi-tasking skills - concurrent work streams and tasks
• PC and Apple laptop/desktops
• Apple operating systems
• Adobe products
• Modern web browsers including Internet Explorer, Chrome, Safari, and Firefox
• Wired and wireless networking including networking protocols
• PeopleSoft HRMS
• PeopleSoft CRM
• Common web languages including HTML. PHP, and CSS
• Proven ability to work in a collaborative, technical, team oriented environment
• Three or more years experience providing customer support in Information Technology
• Strong interpersonal skills and the ability to communicate effectively with technical and non-technical staff
• Demonstrated knowledge of both Mac and PC operating systems and common educational applications
• Familiarity with common desktop hardware configuration, deployment, and repair
• Ability to work in a fast-paced, high-volume support environment
• Experience supporting printers, copiers, and multi-function devices
• Working knowledge of Windows Active Directory environments
• Functional knowledge of networking concepts, and configuring devices on the network
• Familiarity with trouble ticket or incident tracking systems(e.g. Remedy, RT, Spiceworks)
• Deep familiarity with Active Directory user, group, computer, and policy management
• History using Windows and/or Mac OS imaging tools/techniques
• Multimedia technologies and creative product suites
• Experience with managed user accounts (e.g. Active Directory, Identity Management platforms, Single-sign-on)
• Experience with Web authoring tools and content management systems
• Some familiarity with Unix
• Basic project-management skills
• Experience supporting workstations in a managed environment using systems management software (e.g. Microsoft SCCM, JAMF Casper, LANDesk, ZENworks, etc.)
• Familiarity with configuration and troubleshooting of common mobile devices
• Management or team leadership experience
• Experience with process analysis and improvement
• Ability to work with sensitive/confidential information as required by Federal, State, and University regulations and policies

Helpdesk Respresentative / Helpdesk Resume Examples & Samples

• You will be part of the first Level team, to support distributors and customers to resolve issues that come into the service desk
• Ensure that incidents are resolved in a timely manner to meet defined service level targets
• Proactively help resolve tickets where required
• Work within SLA´s and SOP´s
• Assist 2ndt and 3rd level helpdesk and also field service as required
• Create and update documentations to ensure a high quality first Level
• Update our Software remotely when required
• Train continuously the first Level Support
• Ensure the quality of the ticket and information required in order to escalate cases accordingly
• Monitoring cases and ensure the issues are fixed
• Helping to make the system and processes more efficient
• Prioritizing and triaging incident
• Day-to-day management of HD team (2 HD operators)
• Knowledge sharing with HD team to help them grow
• First line response for HD escalations
• Day-to-day HD tasks and overseeing of HD output
• Processing HD tasks, taxi bookings, e-mail requests, conference bookings etc
• Co-ordinating and hosting events (including Evening events)
• Providing fire marshal and first aid back-up (training will be provided)
• Reporting to HD Manager (staff performance, audit results, trend reports etc.)
• An element of FM Systems maintenance (FSI, Condeco) as directed by HD Manager
• Cross training on FM systems and HD processes
• Updating HD Process Manual as required, seeking to improve/streamline current processes - final approval from Helpdesk Manager
• Liaising with FM contractors on HD tasks (chase up overdue tasks, re-assign tasks etc.)
• Manage the floor checks rota
• Back-up for HD Manager in their absence to include but not limited to
• Good administration knowledge of Condeco, Concept Evolution/similar CAFM systems
• Advanced knowledge of Microsoft Outlook, Excel and Word
• Strong written and verbal communication skills (clear and concise)
• Positive and professional attitude
• Strong motivator and mentor
• Good time-management skills
• Clear, logical thinker
• Ability to anticipate and pre-empt problems
• Confident person who will seek clarity as required
• Ability to deal with diversity
• Flexibility to adapt with the business needs, this can include changes to hours
• Interviews users to collect information about problems and leads user through diagnostic procedures to determine source of the error
• Determines whether the problem is caused by hardware such as a modem, printer, cables or telephone
• Handles problem recognition, research, isolation, resolution and follow-up for routine user problem, referring more complex problems to the appropriate MIS personnel or technical staff
• Logs and tracks calls using problem management database and maintains history records and related problem documentation
• Prepares standard statistical reports, such as Help desk incident reports
• Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate
• Tests software and hardware to evaluate ease of use and whether product will aid user in performing work
• Writes software and hardware evaluation and recommendations for management review
• Writes and revises user training manuals and procedures
• Install and configure PC software and communications applications as needed
• Provide initial setup and configuration of company purchased PC and laptop systems. Install at corporate location or ship to field locations as needed
• Set up and maintain users on the corporate network and e-mail systems
• Maintain corporate anti-virus software
• Develops training materials such as exercises and visual displays
• Work on special projects as needed
• Excellent communication and phone skills
• Self-reliant
• Be willing to work off hours as needed
• Provides technical support to users for moderately complex computer related technical problems on a primary account
• Enters tickets into the call tracking tool; ensures information is accurate, prioritized and assigned to a queue
• Flexibility in work schedule
• Strong interpersonal skills to interact with clients from a business development and technical expert perspective
• Strong customer service
• Strong prioritization and problem-solving
• Team oriented with strong interpersonal skills
• Readily project a sense of urgency – be ready to escalate to Level 2 and Level 3 support
• Monitor and respond quickly and effectively to requests received through the service desk portal
• Walk customer through basic problem solving process in a professional manner, providing assistance through each step and ensuring the problem gets resolved to the customer’s satisfaction
• Run diagnostics to resolve problems using the service desk recommended knowledge documentation
• Follow-up with client to ensure problem has been resolved and client is satisfied with the solution and service provided
• Document reoccurring issues and voice concern to service desk analyst and leaders to reduce potential future calls on similar issues
• Gather the information needed to resolve customer issues and provide verbal and remote instruction/assistance to customers, including status updates as needed
• Provide on-call support after hours and on weekends when required
• Log, then resolve or dispatch incident and support requests
• Escalate incidents to senior-level Technical Support and management, as necessary
• Communicate status of requests to customers, as needed
• Improve Technical Service Desk quality results by analyzing, evaluating, documenting re-designed processes and implementing changes as necessary
• Responsible for providing tier 1 over the phone support
• Past technical work experience or Associates/Bachelor's degree in IT
• 1-2 years experience in a Phone or Technical Support role
• Technical Certifications are preferred but not required*

Senior Associate Technology Helpdesk Singapore Resume Examples & Samples

• Delivering exceptional customer service to the business, ongoing training for this will be provided
• Upholding the service standards and expectations of the team, ensuring that the team goals are met
• Ownership of technology problems or requests until resolved, collaborating with offshore support teams, and ensuring customers and stakeholders are updated
• Liaising with external vendors for support or maintenance work (e.g. Bloomberg, BT, SingTel)
• Ability to perform basic data centre and communications room tasks / support
• After hours / weekend support may be required, could include supporting BCP events, Power Downs, major projects etc
• Remote support of regional offices may be required from time to time
• Knowledge of Microsoft Technologies (Windows 7, Office 2013 / Office 365, Active Directory)
• Familiarity with iPhone and iPad clients, Android, and management software (Airwatch, GOOD)
• Basic understanding of Market Data applications, such Bloomberg, Reuters, EBS
• Completed external study in a PC/IT related course
• Experience working within financial services sector, desirable but not essential
• Remedy ITSM experience
• This person should have an excellent knowledge of SACWIS functionality or a comparable Child Welfare IT system
• Must have experienced in reviewing and interpreting existing system documentation for the system, to extract business requirements
• Must possess at least three (3) years of SACWIS or other large Child Welfare IT systems experience
• This position requires a minimum of seven (7) years of experience in the management of a Help Desk. General experience includes information systems development, network and other work in the client/server field, or related fields
• Be proficient in written and spoken English
• Possess advanced writing, verbal, and presentation skills
• Be able to work independently, leverage previous experience, and lead specific tasks
• Be knowledgeable in system requirements definition and analysis, system design, project management, test plan definition and execution, and performance measurement; and
• Provide staffing resources with experience in large-scale government system implementation

Workplace Services Helpdesk Co-ordinator Resume Examples & Samples

• Competent IT Skills, including Microsoft Office Excel experience
• Strong Customer Service focus to all stakeholders
• Able to prioritise competing tasks and demands on time and resources
• Ability to communicate clearly and concisely at all levels, including listening skills to establish facts when relaying information
• Able to react well under pressure
• Team player who can demonstrate flexibility in relation to changes within the business

Helpdesk & Incident Mgmt Consultant Resume Examples & Samples

• Partner with both internal and external clients in the creation, approval and implementation of client-specific business continuity/disaster recovery plans. Schedule and administer regular testing of all business continuity/disaster recovery plans
• Establish and maintain vendor relationships for supporting business continuity/disaster recovery activities
• Support sales and client operations as a Subject Matter Expert for business continuity/disaster recovery
• Implement and maintain systems and processes to ensure internal and external business continuity/disaster recovery plans are kept current
• Coordinate the activities and meetings of the Continuity Oversight Team (COT); maintain and update the Business Continuity Management Policy, as needed
• Provide updates on business continuity and disaster recovery to the VP, Support Services, SVP, Operations and the Board of Directors, as requested
• Seek opportunities to be aware of the most up to date information and best practices related to the areas of business continuity and disaster recovery, keeping any certification(s) current
• Partner with training organization to establish, approve and implement training for company resources responsible for elements of the business continuity/disaster recovery plans
• Create internal and external communication related to business continuity directives and events including pre-event planning, ongoing event communication and post-mortem event communication
• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties
• Bachelor’s Degree or equivalent in relevant work experience
• Four years Business Continuity planning, event management and/or risk mitigation/identification experience required. Five years Business Continuity planning, event management and/or risk mitigation/identification experience preferred. Certification as a Business Continuity Professional preferred
• Ability to adapt to a flexible schedule
• Proficient personal computer skills, including Microsoft Office
• Excellent interpersonal, written, and oral communication skills

Dallas Helpdesk Temp Resume Examples & Samples

• Works closely with the IT Engineering Team
• Install software (90% Mac)
• Update Software and OS
• Update inventory documentation
• Change passwords

MIS Helpdesk Internship Resume Examples & Samples

• One-on-one daily interaction with users to provide technical support (phone and on-site)
• Perform PC and Mac OS X installation/re-imaging, configuration, administration and hardware and software troubleshooting
• Support Microsoft and Adobe CS applications
• Troubleshoot mobile devices (iPhone, BB, Android)
• Troubleshoot printers, MacBooks, laptops and PC issues and open repair tickets with local vendors for service (HP, Xerox, Canon, Samsung, Apple)
• Decommission equipment to return to leasing company
• Conduct IT Intro for new hire as needed
• Spyware, malware, and virus monitoring, remove and cleanup
• Presentations and conference rooms support on-site client meetings
• New hire set up
• Work in the server room (change backup tapes)
• Strong knowledge of Windows Desktop/Mac OS X Operating Systems
• Knowledge of the systems listed below would be an asset
• Microsoft Office applications (Word, Excel, Power point), VMWare, TCP/IP Protocols, VPN, Adobe CS, Windows Server 2008 (Active Directory)
• Ability to communicate well to both technical and non-technical staff
• Self-motivated with strong team spirit
• Support Windows 7; Peregrine tickets; HP Service Manager
• Implement hot fixes, patches, updates (obtaining support from more senior Help desk staff, as needed)
• 1-2 years experience in call center or computer customer service
• Ability to read and comprehend specialized technical documentation, as required
• Ability to perform light manual labor, i.e. lifting monitors or PCs
• Ability to handle multiple concurrent calls/tasks in a fast paced environment

Consultancy Erecruit / Ehire Helpdesk Resume Examples & Samples

• Minimum of 3 years of work experience, providing IT support is required
• Minimum 1 years of experience in providing client support/helpdesk environment is required
• Knowledge and use of PeopleSoft systems is an asset
• Previous work within the UN system is an advantage
• Proven track record of contributing positively in a team environment is an asset
• Online application with brief description of why the Offer considers her/himself the most suitable for the assignment; and
• The financial proposal should specify an all-inclusive daily fee (based on a 7 hour working day - lunch time is not included - and estimated 21.75 days per month)
• The financial proposal must be all-inclusive and take into account various expenses that will be incurred during the contract, including: the daily professional fee; cost of travel from the home base to the duty station and vice versa, where required; living allowances at the duty station; communications, utilities and consumables; life, health and any other insurance; risks and inconveniences related to work under hardship and hazardous conditions (e.g., personal security needs, etc.), when applicable; and any other relevant expenses related to the performance of services under the contract
• This consultancy is a home-based assignment, therefore, there is no envisaged travel cost to join duty station/repatriation travel
• In the case of unforeseeable travel requested by UNDP, payment of travel costs including tickets, lodging and terminal expenses should be agreed upon, between UNDP and Individual Consultant, prior to travel and will be reimbursed. In general, UNDP should not accept travel costs exceeding those of an economy class ticket. Should the IC wish to travel on a higher class he/she should do so using their own resources
• If the Offeror is employed by an organization/company/institution, and he/she expects his/her employer to charge a management fee in the process of releasing him/her to UNDP under a Reimbursable Loan Agreement (RLA), the Offeror must indicate at this point, and ensure that all such costs are duly incorporated in the financial proposal submitted to UNDP
• The Financial Proposal is to be emailed as per the instruction in the separate email that will be sent to shortlisted candidates
• Being responsive/compliant/acceptable; and
• Having received the highest score out of a pre-determined set of weighted technical and financial criteria specific to the solicitation where technical criteria weighs 70% and Financial criteria/ Proposal weighs 30%
• Created an article in a knowledge base that helps new employees. Always eager to assist new employees with questions for work processes. Trained employees in a company developed website portal that allows users to create their own user side tickets
• Performed password resets after verification of identity, Tier 1 Network troubleshooting, troubleshooting with cloud clients and VoIP phones, laptops, printers, cell phones, and tablets
• Provided remote assistance through programs like VNC viewer, LogMeIn, and Easy Connect to resolve issues with other programs
• Placed purchases for computer parts and other equipment as well as used Purchase Order requests to request Procurement to purchase equipment or software
• All candidates must have a CompTIA A+, Network+ or Security + with Continuing Education
• All Candidates must be eligible to obtain and maintain an Active DOD Secret Clearance
• PKI/CAC Provisioning
• Active Role Services (ARS)/Active Directory knowledge of account management
• Security+ Certified
• PKI Local Registration Authority (LRA) Certified
• PKI Registration Authority (RA) Certified
• Shift - 0930-1800 Monday through Friday
• Ability to receive and act on requests for service via multiple mediums (phone, email, walk-up, and self-service)
• Demonstrated ability to triage and/or perform Level 1 analysis for incidents
• Demonstrated conflict management skills
• Demonstrated excellent verbal and written communications
• Demonstrated phone skills
• Demonstrated ability to multi-task and function in a fast-paced environment
• Ability to work with little to no supervision (phone, email and walk-up)
• Demonstrated ability to analyze and present data in written and oral manner
• Microsoft Office 2010/2013 Suite
• Windows 10 Configuration, MCP, MCDST, or MCTS cert is a PLUS
• Desktop computer support a PLUS
• Portable computer support a PLUS
• Mobile Device (e.g. Iphone) support a PLUS ref integration with email
• SIPR PKI Token Local Registration Authority (LRA) Designation (HIGHLY DESIRED)
• 2-4 years of Desktop/Helpdesk Support Experience
• B.A./B.S. and/or combination work experience in helpdesk/service desk environment

Helpdesk Maintenance Technician Resume Examples & Samples

• Attend calls at (24x7)help desk* and make initial investigation of the problem
• Log user complaints/ issues in help desk system in order to generate a ticket
• Track RMA and warranty procedures
• Follow up on tickets once they are issued until the closure of the ticket
• Keep Helpdesk system updated and maintain data integrity
• Generate, maintain and track help desk reports
• A Bachelor’s degree from an accredited university or college in Engineering, Business or equivalent experience
• Proficiency with computer applications MS Office, MS Project
• Previous experience in using a help desk system
• A team player getting along well with people of different nationalities and backgrounds
• Previous professional experience within IT Helpdesk operations is essential
• Liaise on a regular basis with Facilities Teams to ensure maximum productivity
• Provide first line response and decision making capability; working with Facilities Managers to fulfil or resolve service issues
• Lead the production, building and analysis of detailed management information reports to assist with performance management and measurement of SLA’s and KPI’s
• Managing and prioritising workload with minimum supervision
• Some travel may be required on an adhoc basis
• Good communication skills and highly numerate
• Demonstratable CAFM Asset Management experience and a good understanding of Data Base Solutions
• Highly developed and demonstratable PPM scheduling capabilities
• Proven ability to build and maintain effective working relationships with suppliers and stakeholders
• Self motivated with strong organisational skills and a methodical approach to prioritising and organising work
• Experienced in extracting information from databases for inclusion in report packs for each of the key areas within Property Services
• An in-depth knowledge of contract administration
• Proactively seek opportunities to broaden and deepen knowledge base
• Knowledge and experience of CAFM systems
• Ability to quickly establish a rapport with business managers, teams and peers
• Co-operate, work with and support team members to assist in achieve team/department goals

Helpdesk Executive Resume Examples & Samples

• Utilise excellent customer service skills and exceed customers’ expectations
• Ensure proper recording, documentation and closure of reported issues
• Preserve and grow your knowledge of help desk procedures, products and service
• Travel agency background is essential, preferably 5 years consulting experience
• Knowledge of Travelport Key Accounts for the Pacific region
• Experience with computerised reservation systems
• Familiarity with, or the capability to rapidly acquire trouble shooting skills
• Sound knowledge of personal computers and their operating systems or the capability to acquire
• Knowledge of Travelport products and platforms desirable,
• Fares and Ticketing skills
• A working knowledge of mid to back office travel accounting packages required
• Languages: Fluent English. Japanese, Mandarin, Cantonese, Bahasa & Tagalog also highly
• Be respectful towards the organisation, colleagues, clients and the general public
• Be cognisant with and uphold the objectives and philosophy of Travelport
• Act collaboratively with all colleagues
• Act in a safe and responsible manner at all times

Technical Helpdesk Executive Resume Examples & Samples

• Responsible for assisting users with their questions about any of our supported software and computing platforms, in a professional and courteous manner through Voice, Email and/or Chat
• Knowledge of infrastructure applications such as IIS, Windows Server, SQL server etc. Not all but some skills
• Some of the key request types that individuals will be expected to handle include User Provisioning, Applications Support, CITRIX, McAfee, Mobile Support, Oracle e-Business, Database, Telecom
• Strong Blackberries,BAS, IOS and adriod
• Working knowledge of market data, equities and trading floor applications
• Knowledge of Print Servers and networked printers

Senior Technical Helpdesk Executive Resume Examples & Samples

• Responsible for ensuring that team members are aligned with process knowledge and technical know-how
• Recommends/Update Job Aid updates
• Serves as Second point of contact in assisting management in providing real time and historical stats performance for Root Cause analysis and KPI metrics alignment
• Assists team leader to Process escalation/Managerw
• Provides necessary training for new hires and roll outs for newly released processes or process updates
• Support or assist the team members to meet KPIs
• Responsible for assisting users with their questions about any of our supported software and computing
• Remote user support
• Excellent Interactive and communication skills
• Stays up-to-date with the latest technology
• Working knowledge of Server 2008, Active Directory and GPO’s
• Working knowledge of networks; LAN
• Telecom knowledge a plus – Cisco VOIP & IPC Trading Turrets
• Provide direct supervision for a team of 15 - 20 technical support analysts in a multi-team, multi-location international, technical call center
• Associate’s degree or equivalent work experience
• 2+ years of experience working in the IT industry
• 1+ years of supervisory experience
• Associate’s degree from a two-year college or university; and two years related experience and/or training or equivalent combination of education and experience
• 2+ years of experience in Help Desk or technical support
• Thorough knowledge of Windows and Microsoft Office 2010 applications. Microsoft certifications
• To monitor and actively progress Dealer parts orders from input through to completed delivery. This will involve close liaison with internal and external customers including the Distribution/Dealer network and colleagues throughout Volvo’s EMEA distribution network
• To ensure that internal systems are kept up to date with accurate delivery information and that cases are processed, invoiced and closed as quickly as possible within service levels
• To process insurance claims and actively chase progress through to completion
• To provide operational reports, which demonstrate current trends in order volumes, parts availability transport delivery precision and performance against service levels
• To identify the need for and implement changes in department procedures in conjunction with the Line Manager
• Previous experience in a customer service role is vital. A business studies or related qualification would be an advantage
• Computer literacy, intermediate knowledge of Word & Excel is essential. Experience of PowerPoint and AS400 mainframe systems would be useful
• Customer focused with the ability to communicate with people at all levels across the business
• Team player with a logical approach to problem solving and decision making
• Ability to work on own initiative without supervision, very often under pressure
• Flexible, positive and pro-active attitude
• Strong organisational and numerical ability
• High levels of accuracy and attention to detail
• Ability to multi-task and work within a high pressure environment, whilst sustaining high levels of accuracy
• Knowledge of the Volvo product range would be an advantage

Senior Helpdesk Resume Examples & Samples

• Manages the activities and people associated with the project and the success of that project
• Works with user to identify the user's need
• Delivers quality systems solutions to business problems
• Develops conceptual level requirements in the analysis phase
• Supports the production environment proactively through tracking management activities
• Responsible for the ongoing systems needs of the client/user community
• Bachelors or Masters Degree in Business, Information Services, or Computer Science preferred
• Four to six years consulting experience preferred
• Eight to twelve years experience, including at least two years professional consulting and two years in program/project management
• Formal training in SDLC methodologies
• Good analytical and problem solving ability, creativity, and insight
• Proven ability to motivate employees and create a positive working environment; strong interpersonal and communication skills and a strong political awareness.Search Jobs US

Newskies Helpdesk Agent Resume Examples & Samples

• Liaise with Ground Operations / Training Department pertaining to Airport issues
• Notify passengers of cancellation/ schedule changes by email and SMS
• Update of web notices on Ryanair.com
• Create and maintain all access to the Ryanair reservations system
• Liaise with systems department regarding any bugs and defects on Ryanair.com
• Support the Ryanair twitter and Facebook account
• General administration duties
• Deliver customer care to users by responding to inquiries and issues via email, phone or desk side support within a structured SLA
• Manage incoming tickets and provide reports and summary
• Build and leverage customer relationships with various business groups
• Document necessary information and offer custom solutions that benefit the users
• Deliver extraordinary results measured by customer satisfaction, first- call resolution and alignment with business goals
• 6 months of helpdesk experience
• Experience with Aprimo, Sales Force, or Unica
• Experience in Marketing
• Experience working in a ticketing system
• Passion for building user loyalty through exceptional listening and relationship building
• Ability to work in a fast-paced and metrics driven environment with proficient multitasking
• Able to conduct analysis and make recommendations
• Ability to navigate in a workflow environment with ability to create and understand process flows
• Ability to provide user training and consultations
• Ability to take ownership on special projects

Technician, Information Technology Helpdesk Resume Examples & Samples

• Two letters of recommendation
• Three References
• Reset user passwords for domains, voicemail and other systems utilized by the organization
• Install software and hardware for users as requested, configuring software to user profiles when necessary
• Compile data regarding problem reports and submit discovered problem solutions and close reports to the problem tracking system
• Excellent Customer Service Skills are an essential function
• Ability to use good judgment, think critically, and collaborate
• Must be able to coordinate with other departments
• Must have advanced knowledge of how IT processes can be leveraged to assist the university in upholding its mission
• Support Specialist will be accountable for software issues
• Support offsite staff through remote desktop
• Miscellaneous hardware issues
• Support telecom
• Support Apple laptops
• Windows 7/10 – Intermediate – 3 years
• Telecom – Intermediate – 3 years
• Windows Workstations – Intermediate – 3 years
• Apple Workstations – Intermediate – 3 years
• Perform technology support by responding to service requests (e.g., requests for upgraded hardware to meet customer's needs), resolving technical problems (e.g., computer or software performing unacceptably slow) or a request for information or assistance
• Manage technology projects (e.g., upgrading software to the most recent version) following project tasks, deliverables and timelines
• Resolving system/application-related problems in support of operational areas

Tier Helpdesk Resume Examples & Samples

• To provide troubleshooting support for Web and Audio related products and services, ensuring that customers’ requirements are met first time, every time and driving flawless service at every opportunity
• The Role holder will own the responsibility for client engagement, including providing regular updates relating to the status of a ticket within SLA
• The role holder will be responsible for liaising directly with 3rd Party Vendors, and/or our technical support and Global Helpdesk Teams as appropriate
• To provide continuous support to the team manager, by driving excellence in both quality and productivity
• To provide a professional and high level customer service in support of BT Conferencing products and services, ensuring customer requirements are clarified and met on first contact, every time
• To have a detailed understanding of all Audio and Web Helpdesk BT Conferencing products such as Dolby MeetMe, Skype for Businese, Webex AI, Hybrid VOIP, MeetMe Video,etc
• To endeavour to resolve at the first point of contact any enquires associated to integrated web products, including Webex, Dolby, Skype for Businese,Hybrid VOIP and MMV
• To support and manage all relevant telephone queries and functional inboxes and to ensure that we process all requests in accordance with our SLA targets
• To ensure that all transactions completed via telephone or email, have been recorded as a RIMS ticket and the subsequent ticket number has been provided to the customer
• To understand and support the RIMS management process as part of the Incident Management process
• To escalate end user incidents via RIMS as and when appropriate, in accordance with the defined Incident Management process
• To escalate end user service requests via RIMS as and when appropriate, in accordance with the defined service request process
• To manage the end to end process of an escalated rims tickets from the Helpdesk, including providing client feedback in accordance with SLAs
• To ensure COSS Notes are maintained and up to date by periodically reviewing all entries and escalating any anomalies identified
• To resolve any questions or queries that are received from the client, in relation to supporting products such as VMBOL or MyMM
• Escalated to billing team if you received billing related inquiries
• To escalate incidents to WebEx Tier 2 Support where appropriate, in order to drive resolution
• To liaise with IS Support, the Data Team and our Network specialists where necessary and provide all the relevant information to them
• To answer any incoming alerts through conferencing bridges
• To manage the customer relationship once a ticket has been opened or escalated. This will include liaising directly with the customer to ensure all information has been provided for a prompt resolution. To keep the customer informed of progress being made throughout the open incident cycle and to provide the customer with an update when the incident has been resolved
• Be professional and polite as an ambassador for BT and promote BT Values across the teams. This includes driving positive behaviours, expected of all team members and challenging inappropriate actions, when needed
• Be responsible for managing one’s own personal development in conjunction with the manager
• Required to work within the BT Conduct guidelines, including the reporting of absences, late attendance etc
• Required to work within the unit’s Quality Management System and in accordance with the unit’s quality policy
• Perform daily hung line check on conference bridges to ensure all the conference is disconnected properly
• Triage of incoming calls to correct teams and individuals
• Provide first line response for users and external suppliers requiring assistance with Sky’s P2P systems and processes
• Respond to requests for assistance by phone and email, using the helpdesk management system
• Assist other team members when queries are received in Italian
• Desk support to business users where appropriate
• Track issues to resolution updating the internal knowledgebase and/or communicating learning with relevant business units
• Act as a liaison between users and technical escalation teams
• Promote Ariba awareness and Ariba processes throughout the business Community at all Sky Locations
• Perform testing as required of update to the Purchase Order and Expense Systems
• Champion both Sky & Finance system controls and promote best practice throughout the business
• Italian Speaking
• A good understanding of the Purchase to Pay process
• Excellent Communication skills, written and verbal
• Aptitude for Customer Service
• Knowledge of Ariba Procurement system or similar procurement application for Ordering, Receipting and E-invoicing advantageous but not essential

Helpdesk Lead-technical Assistance Center Lead Resume Examples & Samples

• Bachelor of Science or higher degree from an accredited college; in Healthcare, Information Systems Technology or equivalent work experience, required
• Five years customer service experience, required
• Three years IT Helpdesk experience, required
• Experience in healthcare environment, required

Temporary Helpdesk Operator POS Resume Examples & Samples

• Serves as initial point of contact for POS 2017 project
• Documents all calls and actions taken using problem tracking software
• Resolves basic issues related to POS, PCs, printers, software, connectivity, and networks
• Acts as a liaison between customers and Levels 1,2 and 3 Support Team
• Escalates more involved problems to the appropriate technical teams
• Assists with Receiving of returned equipment
• Ability to work in a fast-paced, detail oriented environment
• Ability to work flexible hours as needed and under constraints
• Ability to lift up to 50 pounds occasionally
• Self starter, self-disciplined and able to work unsupervised
• Experience providing technical support in a help desk environment
• Hands-on experience with remote, support tools such as Remote Desktop and Dameware is a plus
• Good background in Hardware, Software, and Networking, from both functional and technical problem resolution perspectives
• Effective communication (both oral/written)
• College graduate and computer background preferred
• Troubleshooting VPNs
• Troubleshooting Active Directory/Outlook
• Windows 7 Troubleshooting
• Provide a consistently professional Front of house/receptionist service
• Present all visitors with a vital first impression of Kier as they enter the building
• Provide administrative support to include liaison with the Kier helpdesk to log and monitor building related events
• Ensure that regular tasks such as room bookings, stationery orders, and basic record keeping are maintained at all times
• Assist in the process of ensuring that the site meets the mandated levels of statutory compliance at all times
• Previous experience in administrative role is beneficial but not essential
• Proficient IT skills especially with Microsoft Office
• Confident in decision making
• Sets and exceeds high standards of performance and productivity
• Good communication both written and verbal
• Good people skills
• This is a journey level position with 3+ years experience working as a helpdesk operator or as a customer service rep. (business education may substitute year for year)
• Knowledge of office practices and procedures
• Ability to type 45+ wpm at 95% accuracy
• Strong communication skills (written and verbal)
• Good decision making abilities
• Ability to work a flexible schedule and/or holidays/weekends
• Basic Printer Setup & Troubleshooting. Computer systems and printer data wiping. Computer systems imaging. End-User General Troubleshooting Support. Participate in UNO IT Support Contract On-Call Rotation. Other tasks as directed
• Associates Degree, or 3 years of IT experience in lieu of Associates degree. Excellent analytical skills, effective organizational and time management skills. Great attention to detail and follow up, and verbal/written communications skills. Excellent problem solving/troubleshooting skills. Two of the following 4 industry recognized certifications o CompTia IT Fundamentals – Proctored Exam o CompTia A+ Certification – 800 or 900 Series o Windows 10 – Configuring Windows Devices o HDI Desktop Support Technician
• Experience with Windows based operating systems including installation, system administration and troubleshooting. Experience with various computer hardware, which includes: PCs, laptop & printers, MFPs, routers, switches and servers. Experience with Remote Control software, Ticketing System software, Active Directory; Exchange; SharePoint. Customer service experience. Professional experience with LDH information systems or programs utilized by the department. Relevant industry certifications in addition to those required for this position

Web Helpdesk Administrator Resume Examples & Samples

• 1 year of working experience in digital area or in customer service
• Strong affinity towards the web (internet, mobility and multimedia) is a must, as well as a real interest in digital related topics
• Interest and background in the technical aspects of web technologies is a plu
• Fluency in English (written and oral) is a must => working language
• Computer literacy, knowledge of computers and Windows office applications (Word, Excel and PowerPoint)
• Knowledge of web infrastructure and HTML is a plus

Specialist, Partner Helpdesk Resume Examples & Samples

• Respond to inbound calls received from customers, Partners and Business Partners via the dedicated 1-800 Toll Free number
• Answer email inquiries obtained from the support mailbox
• Review and process online application submitted by Emerson Partner aspirants
• Process Partner Portal Login requests received from Partners and Business Partners
• Process Ingram Micro and Tech Data special pricing promo requests
• Review and approve Project Registration tickets from the Partners via the Partner Portal
• Process Consultant Corner Portal Login requests received from Consultants and Business Partners
• 2 years Customer Service Experience
• 1 year Back Office Support Experience
• Knowledgeable on MS Office Application particularly on MS Word, MS Outlook, MS Excel, and MS Access
• Knowledgeable with SAP and LES Application
• Resolve Internal and External customer issues in a timely and professional manner
• Keen attention to the Sales Force’s requirements, needs, wants etc. is mandatory
• Ability to handle multiple tasks and prioritize many responsibilities simultaneously
• Ability to work in a fast paced, high-pressure environment, and provide timely and accurate follow up to inquiries
• Ability to perform all duties with the least amount of supervision
• Average amount of tickets per day- depends on technician, anywhere from 40 to 70 incidents a day
• Typical troubleshooting techniques
• High School Diploma or GED required
• IT Technical knowledge
• Proficiency in Windows and Microsoft office products
• To provide an accurate first line assistance to members of the pension schemes or other users via the call handling system, e-mail, post, fax and other mediums including scripted common approaches
• To fulfill commodity queries either "One and Done" or by following due Contact Centre processes or forward cases or warm transfer the more complex pension related enquiries, whilst ensuring an acceptable service level and grade of service is delivered to all cases
• Promote strong service delivery ethos within the Pensions Contact Centre environment and 'own' the relationship between the caller and Pensions Back Offices
• To ensure that the appropriate level of data quality is maintained within the workflow management systems, i.e. C-Ontact and IntelliPen
• Promote and encourage the use of customer self service capabilities by proactively using contact opportunities to coach and educate customers on available self-service products, as and when available
• Actively seek ways to build an effective and professional relationship with members, internal and external contacts, grasping every opportunity to gain customer insights on service delivery & to market shared services
• Proactively seeks feedback to progress own development within the role and takes ownership to enhance knowledge through asking questions and various informative mediums
• To support others within the team by understanding and sharing workloads and capabilities of other colleagues
• Ensures knowledge levels are kept up to date by reading and understanding information provided verbally or through written documentation
• Maintain an up to date working knowledge of customer requirements & shared service environment, sharing knowledge and experience across the Service teams and via the expert knowledge databases
• Contributes to continuous improvement processes in order to enhance the quality of service provided and the individual customer experience, whilst embracing the lean concepts
• Performs other duties and ad hoc projects as assigned by the Ask HR Pensions Contact Centre Team Leader

Senior Associate Technology Helpdesk Resume Examples & Samples

• Delivering a client focussed service experience for technology user queries in a professional and timely manner while demonstrating the highest standards of written and verbal communication, in both a trading and non-trading environment
• Hold customer training and education sessions on new technology products and initiatives
• Ownership of technology problems or requests until satisfactorily resolved
• Working with Shared Service Centres, Problem Management and other technology teams to deliver continual service improvement and ensure business requirements are being met
• Deliver smaller operational projects on a daily basis, such as staff moves, software deployments or hardware rollouts
• Build and deploy PCs and Laptops, including asset management tasks
• Liaising with external vendors for support or maintenance work
• Willingness to understand local IT compliance and work with the teams to ensure obligations are met, including business continuity and external exchange requirements and audit items
• Ability to work well under pressure, multi-task and work effectively with minimal supervision
• Provide regular status updates to clients, stakeholders, and management during troubleshooting efforts
• Ability to perform local data centre and communications room support and maintenance
• Providing high level support of the Microsoft Windows 7 SOE, and Office 2007/2013, O365
• Working knowledge of Microsoft Active Directory and Microsoft Exchange
• Ability to support and troubleshoot issues with technologies: including but not limited to: Windows Desktop, Networking (TCP/IP, DNS, Cabling), Remote Access Connectivity (F5 VPN), Telephony (BT Dealing Consoles/Cisco VoIP phones/Voice Recording) and iPhones, Airwatch, GOOD Technology
• Sound knowledge of Desktop, LAN, peripheral device installation and support is essential
• Familiarity with iPhone and iPad client, Android, and management software (Airwatch, GOOD)
• Ability to acquire knowledge of business applications where first/second level support may be required
• Familiar with Data Centre technologies and processes
• After hours/weekend support may be required, particularly for data centre or communications room support. This may include such activity as power downs or business continuity testing
• Basic understanding of Market Data applications such as Bloomberg, Reuters, EBS, Factset
• Excellent analytical, problem solving, interpersonal, and communication skills
• Experience working within an investment bank or financial services sector, highly desirable but not essential
• ITIL certified or at least working knowledge
• Fluent in Japanese and English, verbal and written
• 1-2 years experience in help desk support (high call volume environment 40-50 calls per day)
• Experience with active directory (adding and removing users, password resets and group policy)
• Experience with Windows terminal servers (redirecting installation of printer drivers)

Rohq-gida Helpdesk Intermediate Analyst Resume Examples & Samples

• Provide customer service regarding the supported applications and systems via phone, mail and virtual ticketing systems
• Reset passwords profiles based on the received requests
• Lead and resolve severity escalations and identify root cause and creating corrective action plans
• Collect and analyze evidence (deliverables) with internal / external compliance and auditing agencies / officials
• Support user ID or Functional ID related processes. Group, profile and role management, Functional and Temporary ID management
• Maintain excellent availability to achieve strong results
• Demonstrates advanced understanding of Citi Lean processes
• Checks and reviews implementation of already established security procedures within the framework of specific system assignments, focusing on the full scope of GIDA Service Catalog requirements for simple thru complex, multi-tiered applications. Responsible for the service/compliance quality and accuracy
• Effectively utilizes Talent Management process (i.e. trainings, goal setup etc.) and system. Knows how to develop and implement an effective IDP (Individual Development Plan)

Gida Helpdesk Intermediate Analyst Resume Examples & Samples

• Handle simple thru complex, multi-tiered escalations, problems independently by utilizing key information security administration practices, policies and providing excellent customer service
• Keep contact with external security administration / developer teams
• Understands the high-level principle behind Information Security concepts and policies; and applies / implements into day-to-day work
• Process entitlement, compliance review requests and/or incident / change management handling for Citi’s global customer base within established support thresholds, including bulk requests and housekeeping tasks
• Conduct Citi Marketplace product maintenance. Conduct Citi Information Security Administration Repository Inventory maintenance
• SSCP / CISSP / ITIL / PMP / Citi Lean certificate is advantage

Rohq-gida Helpdesk Senior Analyst Resume Examples & Samples

• People at this role are specialized for Severity / Process coordination OR MIS / Reporting OR Quality Assurance / Compliance coordination of the GIDA Helpdesk to provide world class customer and quality service
• Handle simple thru complex, multi-tiered escalations, problems independently by utilizing key information security administration practices, policies and providing excellent customer service. Lead and resolve severity escalations and identify root cause and creating corrective action plans
• Excellent understanding of end to end Citi products, processes, policies, regulations, and governance. Initiates process changes and improvements
• Ensure adherence to pre-assigned SLO requirements for designated requests at a personal and team level
• Participate on compliance conference calls and team meetings
• Providing coaching to other team members. Assists in development of others. Understands effective team skills and applies them
• Perform system setup, packaging and installation. Identifies need for new tasks and creates them on demand
• Checks and reviews implementation of already established security procedures within the framework of specific system assignments, focusing on the full scope of GIDA Service Catalog requirements for simple thru complex, multi-tiered applications. Responsible for the service / compliance quality and accuracy
• Minimum High School Degree
• Bachelor's degree is an advantage
• Minimum 2 year related experience for non-degree (Bachelor or higher degree) holder
• Field incoming requests from end users via telephone, e-mail or other established support channels
• Document all relevant information including name, organization, contact information, asset details, nature of issue, troubleshooting steps taken and resolution
• Utilize knowledgebase, FAQs, peers and all other available resources to aid in incident resolution to resolve customers’ issues effectively and efficiently
• Proactively engage the required resources to ensure the customer expectation is exceeded in a timely manner

Helpdesk Internship Resume Examples & Samples

• Assisting Network team with deployment of new hardware (servers, switches, routers, etc.)
• Provide assistance with launching new software and applications
• Performing maintenance on existing systems and applications
• Maintaining/creating documentation associated with internal infrastructure
• Performing light admin and clerical duties

Helpdesk Operator x Harrow Resume Examples & Samples

• If you do not have 3 years previous employment, a professional reference must be provided (obtained from a Medical Practitioner, Officer of the Armed Forces, Teacher, Lecturer, Lawyer, Bank Manager, Civil Servant etc)
• First point of contact for incoming telephone calls and service requests received by telephone and e-mail
• Interpret and log requests, inputting details into an in-house system, providing tracking and regular updates to the status of the request through to work complete status in line with Service Level Agreement s(SLAs)
• Sort and dispatch calls to engineers or sub-contractors based on the correct skills sets, geographical location and service delivery arrangements
• Manage workload re-plan/assign as required in line with demand
• Plan daily work load and PPM for engineers and sub contractors using available systems
• Raise purchase requisition and/or purchase orders in line with agreed parameters
• Collate accurate reports as required
• Prioritise urgent jobs and plan and dispatch operative/sub-contract support to address urgent demand
• Ad hoc administration duties
• Understanding of FM business
• An excellent telephone manner
• Excellent time management skills, able to work to deadlines
• Working knowledge of MS Office including Excel and Outlook
• Experience in using Maximo preferable
• GCSE’s minimum Grade C in English and Maths
• Ability to meet the customers’ needs in line with the business requirements - Customer focus
• Working with a cooperative and positive attitude in a group settings to achieve common goals
• The ability to convey information to someone effectively and efficiently while creating a good first impression and engaging the audience
• Acting in advance of a future situation, e.g. making things happen, putting energy to solve the situation is a must
• Understanding of the IT products
• Enthusiastic and pro-active personality is an advantage
• Provide 1st level of technical IT support to users for troubleshooting and resolution IT problems via phone/emails
• Provide Level 1 remote troubleshooting support on desktop issues
• Document all reported incident, identify trends to assist in future problem resolution
• Willing to work 24x7 rotating shifts including weekends and public holidays

Maintenance Helpdesk Supervisor Resume Examples & Samples

• Supervise and support the facilities helpdesk team for planned and reactive maintenance in order maintain multiple sites efficiently
• Assist in monitoring the facilities team productivity and provide weekly updates on team progress raising any concerns to the Maintenance Manager to action
• Responsible for the coordination of routine responsibilities, assigning and assisting with the handling of all incoming emails and calls for new works requests from stores, SSO Depts, divisional & regional managers etc
• Oversee/Maintain statutory testing for multiple sites – Updating the matrix and store files - Escalating service failures where required to the Maintenance Manager
• Maintaining Propman system – Ensuring all calls are being actioned within the specified SLA, all quotes/reports are chased and actioned, calls are logged off and shut down in a timely fashion – Escalating queries or quote approvals above spend limit to maintenance manager
• Raising Capex’s/PO’s where required for sign off by the maintenance manager
• Manage dispatch of stock to stores, keeping an accurate up to date record of warehouse stock – Report to maintenance manager on stock levels as and when they need replenishing
• Oversee Biffa service on the helpdesk – Accurate report of logs on service failures/issues to be provided to the maintenance manager on a weekly basis
• Assisting Maintenance Manager with store closures/shop fit – Issuing works orders to contractors and programming ETA’S as per specification provided by the Maintenance Manager/Head of Store Development
• Maintain strong working relationships within the business and external contractors
• Liaising with vendors, users and the business to satisfactorily resolve purchasing, invoicing, travel and expense queries in accordance with M &S policies and procedures
• Working as a member of the team, participating in team activities and taking responsibility for team goals
• Providing support as required to other process areas (eg during peak periods of work)
• Experience of working in a customer facing environment/Helpdesk is essential ideally a high volume fast paced, accounts payable or customer services department
• Problem solving and query resolution with high attention to detail and accuracy
• Effective organisation, planning and team working skills
• IT literate with good MS excel skills, SAP is desirable
• Help Desk Administrator will provide technical support and service for all end users
• Maintain service through telephone, remote access, and in-person when appropriate
• Work with Manager of IT to recommend training programs based on calls to better assist end users
• Learn and keep current with all new software applications used in the environment
• Enforce policies and procedures for end users use of technology
• Maintains customer confidence and protects operations by providing a high degree of professionalism and customer satisfaction
• Ensures issues are resolved by escalating issues as needed
• Maintains accurate record keeping by ensuring that all problems are properly documented
• Has knowledge of commonly used PC and Windows concepts, practices, and procedures
• Monitors network and associated devices for potential issues. Reports any findings to manager for further direction
• Help Desk experience preferable
• Strong Customer Service background
• Strong PC skills and Windows 7/10 knowledge
• Mac OS experience a plus
• Extensive experience using the Internet and other Web based tools such as web searching, email, and FTP
• Advanced Knowledge of Office applications (Word, Outlook, PowerPoint and Excel)
• Basic Networking and WiFi setup familiarity
• Highly Organized
• VMWare (ESXi/Horizon/View)
• Basic Client-Server understanding
• Familiarity with VoIP phone systems
• Ability to assist users on mobile devices (iOS and Android)
• Helpdesk operations
• Knowledge of Travelport Key Accounts for the AU/NZ region
• Knowledge of Travelport products and platforms desirable, or the capability to rapidly develop this skill
• Fares and Automated ticketing skills

AHN Service Desk / Helpdesk Supervisor Resume Examples & Samples

• Perform management responsibilities including, but are limited to: involved in hiring and termination decisions, coaching and development, rewards and recognition, performance management and staff productivity
• Plan, organize, staff, direct and control the day-to-day operations of the department; develop and implement policies and programs as necessary; may have budgetary responsibility and authority
• Reliability and Resiliency -- Ensure processes are put in place or established processes are being followed to provide reliable services to the internal/external customers and the ability to bring back the services online in the quickest possible way with very minimal interruptions if and when they go down. Proactively put the measures/metrics/alerts in place that would prevent these downtimes
• Perform project management activities including impact analysis, management of cost, schedules and risk, manages stakeholder expectations
• Other duties as assigned or requested
• 3 - 5 years of experience in IT and/or Information Security, preferably leading an IT or Information Security team
• 3 - 5 years of experience supervising people, pricing, processes, or partners
• 3 - 5 years of experience using productivity tools (Excel, Word, PowerPoint, etc.)
• 1 - 3 years of experience leading an IT/IAM program or project, especially in technologies related to one or more of the following: IAM lifecycle processes; Software security, licensing and corporate/individual software distributions; Desktop Infrastructure (PC image creation, office print administration, System Center Configuration Manager - SCCM Server and Software Packaging Administration and Asset Management)
• Competence within Information Technology disciplines for one or more of the following: Identity and Access Management lifecycle processes; Software security, licensing and corporate/individual software distributions; Desktop Infrastructure Engineering (Corporate image creation, office print administration, SCCM Server Administration and Asset Management)
• Experience in team building, facilitation, negotiation, and conflict resolution
• Ability to quickly identify and provide recommendations on issues
• Strong organizational and time management skills with the ability to multi-task and reprioritize
• Proficiency in a variety of software applications
• Ability to conduct team metric assessments and produce reports listing the results and findings
• Must be able to be on call 24/7/365. On call duties will be shared with manager, one week on, one week off

Related Job Titles

• Innovation at WSU
• Directories
• Give to WSU
• Academic Calendar
• A-Z Directory
• Calendar of Events
• Office Hours
• Policies and Procedures
• Schedule of Courses
• Shocker Store
• Student Webmail
• Technology HelpDesk
• Transfer to WSU
• University Libraries

Setting Yourself Up for Success To Land an Internship

By Lupe Torres

To me, applied learning means taking what you've learned in the classroom and applying it to real-world situations. It's about bridging the gap between theory and practice, gaining experience and seeing how your knowledge can be used in a practical context. 

When it comes to finding job opportunities, there are several avenues I explored. One effective way is to utilize online job search platforms like LinkedIn where you can find a wide range of job postings and connect with professionals in your field. Networking is also crucial - reach out to friends, family, professors and professionals in your desired industry to inquire about any opportunities they may be aware of.

That's how I was able to land my position as a development/volunteer committee intern at the International Rescue Committee where I help with fundraising and volunteer management. I also assist in organizing events, coordinating volunteer activities and supporting donor relations. 

For students preparing for co-op/internships, here are some of my tips:

• Polish your resume:  Tailor your resume to highlight relevant skills, experiences and accomplishments.
• Leverage LinkedIn:  Connect with professionals and join relevant groups to expand your network.
• Research companies:  Learn about the companies you're interested in and understand their values and goals.
• Gain relevant experience:  Participate in student organizations, take on leadership roles, or pursue relevant projects to enhance your skills and make your resume stand out. I am involved in various student groups, even a sorority! 

In terms of personal experience that helped me land an internship, being involved in student organizations and taking on leadership roles provided me with valuable experiences and skills that were attractive to employers. These activities allowed me to develop teamwork, communication, and organizational skills, which made a positive impression during interviews.

As I wrap up my last semester, my goal is to finish strong academically, make lasting memories with friends, and enjoy the remaining time in college.

After graduating, my goal is to secure a job in my desired field and continue to learn and grow professionally. I also aspire to make a positive impact in my chosen industry and contribute to meaningful projects that align with my passions and values.

This Help article is for Cisco Desk Phone 9800 Series registered to Cisco Unified Communications Manager (Unified CM). You can temporarily place an active call on hold if you have to move away for a few minutes. When you're ready to continue, you can resume the call.

Put a call on hold

You can put an active call on hold and then resume it when you're ready. If you are on a call and receive another call, answering the call automatically puts the active call on hold. However, you can swap between active and held calls. Only one call can be active, other calls are automatically placed on hold. For more information, see Swap between calls .

Your phone supports the following additional features:

• Hold Reversion—When you place an active call on hold and the configured time limit to put the call on hold expires, the Cisco Unified Communications Manager generates an alert on your phone, such as ring or beep, to remind you to handle the call. The held call becomes a reverted call when the hold duration exceeds the configured time limit. For more information about hold Reversion feature, see Features and Services Guide for Cisco Unified Communications Manager .
• Music on Hold—When you place an active call on hold, the held call can listen to a music streamed from the Music on Hold server.

Do the following actions to put a call on hold and resume the held call.

• If Music on Hold feature is configured for held calls, the user can listen to the audio media deployed in the calling system.
• If the Hold Reversion feature is configured for held calls, an alert (such as beep or ring) is generated to revert the held call, when the hold duration exceeds the configured time limit.

Swap between calls

When you have two calls or more on a line, you can see the count of current calls on the phone home screen. For example, All calls (3) means that there are total 3 current calls on the phone. The current calls include active, held, incoming, silenced calls, and so on.

The symbol (showed as + <digit> ) beneath the call status icon of a line shows the count of the remaining current calls on the line.

• Make and answer calls
• Transfer a call
• Forward calls
• Park and unpark calls
• Work with a shared line on your phone
• Work with hunt group calls on your phone
• Make and answer an intercom call
• Answer calls for your coworkers
• Check voice messages on your phone
• Use help desk on your phone
• Make a conference call
• Make a Meet-me conference call