mid level help desk resume sample

Build my resume

• Build a better resume in minutes
• Resume examples
• 2,000+ examples that work in 2024
• Resume templates
• 184 free templates for all levels
• Cover letters
• Cover letter generator
• It's like magic, we promise
• Cover letter examples
• Free downloads in Word & Docs

5 Help Desk Resume Examples Built to Work in 2024 

Help Desk Resume

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

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

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

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

or download as PDF

Why this resume works

• It may not seem like much at first but specifying how you used industry-specific tools to make quantifiable differences can go a long way! Don’t sleep on your technical experience either! Add any instances when you monitored and improved a network’s security.

Entry Level Help Desk Resume

• The essence is to demonstrate that you’ve actually put textbook theories to work, which culminated in tangible outcomes in the real world. Maybe it’s a summer job as a cashier, where you mastered your customer service. If such is not an option, capitalize on the job-relevant seminars you attended, and the college projects you carried out.

Help Desk Analyst Resume

• You want to stay clear of terms like “aided” and “assisted” and instead bring out the big guns—words that convey leadership (think led, authored, negotiated), accomplishments (think overhauled and upgraded), and technical prowess (think analyzed, monitored, and executed).

IT Help Desk Resume

• Can’t forget about regulations too now, can we? If you’ve ever helped a company save costs on potential compliance fines, make sure to mention it and prove your dedication to any employer!

Help Desk Technician Resume

• Once done, back up these metrics with actionable points like increasing a system’s uptime rate from 87% to 98.3%, or improving overall productivity by 26%.

Related resume examples

• Customer Service
• Office Assistant

Adapt Your Help Desk Resume to Match Every Job Description

When it comes to showcasing your skills as a help desk technician, you’ve got a toolbox full of tech expertise that employers are eager to see. Your resume is where you can dive into it. Be specific and steer clear of vague, generic terms—your IT-focused resume should shine a spotlight on your technical prowess.

Zoom in on the hard skills you’ve honed. List the software applications you’re fluent in, any cyber security frameworks you’ve mastered, and, of course, any programming languages that you’ve conquered. 

Highlight your know-how in networks, malware detection, and understanding system vulnerabilities. Remember, the key is to match the skills you have with what the job demands.

Need some help?

15 top help desk skills

• Ticketing Systems
• Hardware Knowledge
• Network Troubleshooting
• Cybersecurity
• Mobile Device Support
• Active Directory

Your help desk work experience bullet points

Your days working as a help desk technician are often a whirlwind of assisting users, resolving IT issues, and ensuring smooth tech operations. However, when it comes to your resume, it’s the remarkable achievements that truly matter.

Your work ensures that everything runs smoothly without interruptions or costly downtimes, and it’s important that you highlight this. Showcase moments you’re proud of, whether speeding up response times, reducing system downtime, or increasing user satisfaction. 

Quantify your achievements with metrics whenever possible to lend them more weight and set yourself apart from the competition.

• Highlight how quickly you were able to acknowledge and address user requests or IT issues.
• Showcase your ability to resolve issues on the first interaction, minimizing the need for multiple support interactions and improving user satisfaction.
• Use surveys or feedback data to quantify user satisfaction and report consistent ratings of 95% or higher.
• Quantify how your support efforts reduced system or network downtime, resulting in increased productivity and cost savings.

See what we mean?

• Developed a weekly backup schedule through Acronis Backup which decreased data loss incidents by 97%
• Led a project to update password security policies using LastPass, curbing security breaches by 56%
• Facilitated 1,742 remote support sessions using TeamViewer, resolving 92% of issues without on-site intervention
• Leveraged Microsoft Teams’ bot and integration features to automate routine tasks, enhancing team productivity by 18%

9 active verbs to start your help desk work experience bullet points

• Implemented
• Optimized 
• Coordinated
• Collaborated 

3 Tips for Writing an Entry-Level Help Desk Resume

• Showcase relevant coursework and academic projects that demonstrate your technical abilities. For instance, you could mention a group project where you contributed to designing and implementing a help desk ticketing system for your IT class. These hands-on experiences provide valuable insights into your capabilities and problem-solving skills.
• Your hobbies and interests can be a goldmine of relevant skills. If you’re passionate about building computers, troubleshooting software, or managing home networks as a hobby, don’t hesitate to mention it. Show how your love for technology extends beyond the classroom and into your personal life, highlighting your dedication to the field.
• Use a career objective statement to outline your aspirations as a help desk technician. Be specific about the kind of support you want to provide and the impact you aim to make. This helps employers understand your goals and motivations, even if you have limited professional experience .

3 Tips for Writing a Help Desk Resume With Prior Experience

• Working in a help desk environment means working with people, but don’t list “teamwork” in your skills section. Instead, emphasize your customer-centric mindset by adding metrics like the number of resolved support tickets or the average 5-star rating you get every month.
• If you’ve developed expertise in specific areas of help desk support, such as hardware troubleshooting, software configuration, or network diagnostics, don’t be afraid to brag about it. For instance, if you’re skilled in remote desktop support, emphasize how your proficiency can benefit remote workers.
• List any certifications that align with the help desk field. Certificates such as CompTIA A+, CompTIA Network+, or HDI Support Center Analyst can boost your credibility. 

You can include a career summary , but it’s optional. If you choose to have one, make it job-specific. Focus on your key proficiencies, such as specific operating systems (Windows, Linux, MacOS) that directly relate to the job.

It’s usually better to focus on your technical skills, namely hardware and software proficiencies. Talk about your in-depth knowledge of Spiceworks, RDP, backing up data, and IT security—your soft skills will shine through your cover letter.

Metrics that demonstrate your impact can set you apart. Highlight statistics such as reduced response times, increased user satisfaction scores, first call resolution rates, or decreased system downtime. 

Resume Worded   |  Proven Resume Examples

• Resume Examples
• Administrative Resumes

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

How To Write Your Skills Section On a Help Desk Resumes

You can include the above skills in a dedicated Skills section on your resume, or weave them in your experience. Here's how you might create your dedicated skills section:

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?

Other administrative resumes, desktop support.

• Customer Service Resume Guide
• Virtual Assistant Resume Guide
• Administrative Assistant Resume Guide
• Executive Assistant Resume Guide
• Office Manager Resume Guide
• Research Assistant Resume Guide
• Customer Success Resume Guide
• Back Office Resume Guide
• Inventory Manager Resume Guide
• Desktop Support Resume Guide
• Loan Processor Resume Guide
• Warehouse Manager Resume Guide
• Fundraising Resume Guide
• Service Desk Resume Guide

Help Desk Resume Guide

• Administrative Coordinator Resume Guide
• Administration Resume Guide
• Scheduling Resume Guide
• Gig Economy Resume Guide
• Project Administrator Resume Guide
• Facilities Resume Guide
• Revenue Cycle Resume Guide
• Help Desk Analyst Resume Example
• Help Desk Technician Resume Example
• IT Help Desk (Entry Level) Resume Example
• Tips for Help Desk Resumes
• Skills and Keywords to Add
• All Resume Examples
• Help Desk CV Examples
• Help Desk Cover Letter
• Help Desk Interview Guide
• Explore Alternative and Similar Careers

Download this PDF template.

Creating an account is free and takes five seconds. you'll get access to the pdf version of this resume template., choose an option..

• Have an account? Sign in

E-mail Please enter a valid email address This email address hasn't been signed up yet, or it has already been signed up with Facebook or Google login.

Password Show Your password needs to be between 6 and 50 characters long, and must contain at least 1 letter and 1 number. It looks like your password is incorrect.

Remember me

Forgot your password?

Sign up to get access to Resume Worded's Career Coaching platform in less than 2 minutes

Name Please enter your name correctly

E-mail Remember to use a real email address that you have access to. You will need to confirm your email address before you get access to our features, so please enter it correctly. Please enter a valid email address, or another email address to sign up. We unfortunately can't accept that email domain right now. This email address has already been taken, or you've already signed up via Google or Facebook login. We currently are experiencing a very high server load so Email signup is currently disabled for the next 24 hours. Please sign up with Google or Facebook to continue! We apologize for the inconvenience!

Password Show Your password needs to be between 6 and 50 characters long, and must contain at least 1 letter and 1 number.

Receive resume templates, real resume samples, and updates monthly via email

By continuing, you agree to our Terms and Conditions and Privacy Policy .

Lost your password? Please enter the email address you used when you signed up. We'll send you a link to create a new password.

E-mail This email address either hasn't been signed up yet, or you signed up with Facebook or Google. This email address doesn't look valid.

Back to log-in

These professional templates are optimized to beat resume screeners (i.e. the Applicant Tracking System). You can download the templates in Word, Google Docs, or PDF. For free (limited time).

   access samples from top resumes, get inspired by real bullet points that helped candidates get into top companies.,    get a resume score., find out how effective your resume really is. you'll get access to our confidential resume review tool which will tell you how recruiters see your resume..

Writing an effective resume has never been easier .

Upgrade to resume worded pro to unlock your full resume review., get this resume template (+ 2 others), plus proven bullet points., for a small one-time fee, you'll get everything you need to write a winning resume in your industry., here's what you'll get:.

• 📄 Get the editable resume template in Google Docs + Word . Plus, you'll also get all 2 other templates .
• ✍️ Get sample bullet points that worked for others in your industry . Copy proven lines and tailor them to your resume.
• 🎯 Optimized to pass all resume screeners (i.e. ATS) . All templates have been professionally designed by recruiters and 100% readable by ATS.

Buy now. Instant delivery via email.

  instant access. one-time only., what's your email address.

I had a clear uptick in responses after using your template. I got many compliments on it from senior hiring staff, and my resume scored way higher when I ran it through ATS resume scanners because it was more readable. Thank you!

Thank you for the checklist! I realized I was making so many mistakes on my resume that I've now fixed. I'm much more confident in my resume now.

Help Desk Specialist Resume Sample

The resume builder.

Create a Resume in Minutes with Professional Resume Templates

Work Experience

• Troubleshoot connectivity and computer issues on end user’s machine
• Responsible for providing Service Desk services that support users by addressing events, user incidents and requests either by responding and resolving them internally within SENS3 or by transferring responsibilities to external service providers to assist in resolving them, while continuing to proactively monitor and assist in resolving them on each user’s behalf
• Experience with FWS, PIPS, and portal required
• U.S. citizenship (required for federal security clearance)
• Coordinates a team to provide first-tier level of support to residents, staff and management of Housing and Dining Services (HDS)
• Oversees the day-to-day operations of a multiple location IT Help Desk environment
• Participates in a team work environment that results in contribution to achievement of project goals and objectives, periodically participating in a lead role for a project or a phase of a project
• Hires, schedules, and evaluates the work performance of approximately 18 hourly student Help Desk staff
• Monitors services provided to assure quality, performance and production goals for the Help Desk are met
• Proficiency with Microsoft Excel , Microsoft Office, and data bases
• Hands on help desk technical support in a Windows environment
• Demonstrated experience in hardware support, parts replacement and imaging
• Hands on experience with Active directory
• Microsoft OS experience required
• Hands on and over the phone technical support experience required
• US citizenship with the ability to pass a government sponsored background investigation, if needed
• Level 1 Helpdesk supporting company's Hardware/Software, and Mobile Devices
• Log all calls into Remedyforce ticketing system for future reference
• Assist in the development of our Knowledgebase
• Excellent customer service & organizational skills
• A high level of work performance and professionalism in dress and attitude
• Strong organizational and customer relations skills

Professional Skills

• Typing skills 25+ words per minute. Able to spend considerable time on the phone. Excellent technical troubleshooting and problem solving skills
• Time& work management skills that involve prioritizing multiple tasks and maintaining an organized, clean work space to effectively deliver results
• Provide excellent interpersonal communication skills to support the delivery of outstanding customer experience in a team-based environment
• Demonstrate strong communication skills, both verbally and written
• Communicate effectively and efficiently, demonstrating strong written and communications skills
• Manage and enhance the user experience with technology using strong guest service skills
• Excellent PC skills, including hardware and software operating systems

How to write Help Desk Specialist Resume

Help Desk Specialist role is responsible for customer, troubleshooting, interpersonal, technical, software, analytical, communications, telephone, basic, organizational. To write great resume for help desk specialist job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Help Desk Specialist Resume

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

• First and last name
• Telephone number

Work Experience in Your Help Desk Specialist Resume

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

Representative Help Desk Specialist resume experience can include:

• Good analytical and communication skills, sound judgment, and the ability to work effectively with all support areas
• Strong telephone communication skills. Excellent phone support and troubleshooting
• Two or more years of previous experience in a professional environment with solid phone support skills
• Demonstrates solid interpersonal, customer service and telephone etiquette skills
• Demonstrate effective verbal and written skills
• Solid organizational skills and ability to prioritize work to meet project deadlines

Education on a Help Desk Specialist Resume

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

Additional details to include:

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

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

Professional Skills in Help Desk Specialist Resume

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

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

• Effectively seeks out those who can provide coaching in new job skills
• Strong customer management skills, with a good grasp of learning styles
• Good listening, written and oral communication skills with a strong desire to deliver exceptional customer service to the user community
• Demonstrated interest in computer technology as evidenced through course work, extracurricular activities, and/or prior work experience
• Excellent oral and written communications skills with customers and peers; tactful and effective customer communications
• Excellent written and verbal skills that foster effective communication within the team, company, and end users

List of Typical Experience For a Help Desk Specialist Resume

Experience for it help desk specialist resume.

• Excellent written, oral, and interpersonal communications skills, including excellent customer service and self-motivation skills
• Excellent communication skills and the ability to work in a team environment spanning the globe
• Strong trouble shooting skills and a desire to solve the problem at hand
• Solid teamwork and interpersonal skills; enjoys working with multiple customers
• Excellent in person support skills with high level government VIP's

Experience For Senior Help Desk Specialist Resume

• Outstanding hardware and software troubleshooting skills
• Vision, hearing, speech and typing skills
• Two or more years of experience with desktop support or call center experience
• Utilize solid MS Office 2016 application experience to troubleshoot customer issues
• Self-motivated and able to learn new technologies, skills, and applications
• Proven Help Desk experience
• Provide professional telephone skills with proper phone etiquette required
• Upper-intermediate English language skills
• Proven experience as a help desk specialist or other customer support role

Experience For Software Licensing Help Desk Specialist Resume

• Prior Service Desk experience
• Prior work experience in Help Desk Support or Technical Support environments
• The ability to effectively respond to questions from managers, coworkers and customers
• AA and three years related experience or the equivalent combination of experience and education
• Prior IT help desk phone support experience
• Displays time management, organizational and problem-solving skills

Experience For Lead Help Desk Specialist Resume

• Answering, evaluating, and prioritizing incoming calls/trouble tickets
• Providing excellent customer service; handling incoming work orders, emails, and phone calls for a customer base of over 3500
• Working knowledge and experience with Microsoft Windows 7, Office 2010, Active Directory, and Exchange
• Understanding of computer security best practices for protecting user information and data and experience with Antivirus software and other security procedures
• Experience in logging and tracking problems and requests from open to close, using an issue tracking tools such as Solarwinds
• Attention to detail while meeting deadlines and managing changing priorities
• Experienced in building, setup and removal of desktop equipment including PCs, laptops, imaging phones, peripherals and software

Experience For Help Desk Specialist, Associate Resume

• Troubleshoot/diagnose and repair equipment, restoring it to good working order utilizing warranties wherever possible
• Experience Monitoring and supporting ticket workflows
• Experience with networking is required, including
• Experience in deploying new systems and replacement user systems as needed and appropriate urgency surrounding such requests
• Experience documenting work in a trouble ticketing system

Experience For Help Desk Specialist Tier Resume

• Experience working with a ticketing system such as Asana, Remedy, ServiceNow, or equivalent
• Experience providing PC troubleshooting and desktop application assistance over the phone
• Knowledge of computer and software fundamentals including thorough troubleshooting experience
• Experience using issue tracking and documentation tools like JIRA and Confluence
• Experience with common desktop tools and technologies, including Microsoft Office and SharePoint required
• Excellent investigative and problem solving abilities
• Demonstrates ability to establish a positive relationship with client while seeking solutions
• Answer, evaluate, and accurately prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users

Experience For Mid Level Help Desk Specialist Resume

• Previous experience using IT service desk management systems such as Remedy, BMC, Numara etc
• Answers, evaluates, and prioritizes incoming telephone calls, voice mails and e-mail requests for assistance
• Technical experience supporting hardware and software in
• Experience providing technical support to Windows workstations
• Experience providing user support

Experience For Service Desk / Help Desk Specialist Resume

• Experience providing phone and/or in-person support
• Strong knowledge of customer care processes and techniques while providing exceptional customer service
• Strong writing background required
• Experience in providing information technology support
• Extensive experience with hardware, software, and network troubleshooting
• 6+ months of experience providing phone and/or in-person support

Experience For Com-f Junior Help Desk Specialist With Secret Clearance Resume

• Experience with Active Directory for account creation is required
• Computer experience
• Experience monitoring operational activities of all cells
• Experience coordinating with impacted mission partners and communication of outages and plans
• Interact with all levels of our customer base and provide excellent customer service
• MCSA Windows 7 certification (Microsoft Certified Solutions Associate) or ability to obtain one prior to start date (paid for by ASRC Federal)
• Excellent problem solver and fantastic communicator
• Communications, verbal and written that deliver an effective, clear, concise message
• Three (3) years of Help Desk experience

Experience For Senior Help-desk Specialist Resume

• Experience with Microsoft Windows.Knowledge of Windows Active Directory, TCP/IP and network technologies
• One to two years administrative/clerical experience
• Experience in SCCM- System Center Configuration Manager
• Experience in Windows Active Directory Administration
• Experience with training users (in person and / or online)
• Determines when it is necessary to forward/assign a problem to the appropriate group and prioritizes accordingly
• Demonstrated ability to balance the demands of multiple projects, conflicts, and time pressures constructively and efficiently to meet organizational needs
• Demonstrate an understanding of the job description, performance expectations, and competency assessments

List of Typical Skills For a Help Desk Specialist Resume

Skills for it help desk specialist resume.

• Proven ability to operate effectively in a team environment
• Excellent listening and questioning skills; ability to present ideas in understandable language
• Excellent problem solving skills, initiative to be proactive within the role, and ability to work independently
• Apply technical skills, knowledge, and troubleshooting experience to proprietary applications and systems
• Knowledge of network operating systems and network setup. Strong telephone communication skills

Skills For Senior Help Desk Specialist Resume

• Excellent phone support and troubleshooting skills
• Strong problem solving and assessment skills
• Strong communication skills, with a passion for developing customer relations
• Excellent communication skills (written and verbal), as well as an ability to follow standards
• Demonstrate patience, communication skills, empathy, respect, and customer care

Skills For Software Licensing Help Desk Specialist Resume

• Work effectively in a team environment and demonstrate high ethical standards
• Possess effective time management and project management skills
• Excellent time management and organization skills. Ability to manage multiple concurrent tasks with minimal supervision
• Strong customer support background and verbal communication skills
• Professional customer service skills with the proven ability translate technical findings

Skills For Lead Help Desk Specialist Resume

• Develops/demonstrates ability to use analytical skills to solve problems with occasional guidance
• Strong organizational skills and ability to troubleshoot digital copiers required
• Good oral and written communications skills and customer responses
• Excellent interpersonal skills and the ability to provide verbal directions
• Strong interpersonal skills and a team player mindset

Skills For Help Desk Specialist, Associate Resume

• Strong active listening, oral and written communication skills
• Excellent customer service skills with ability to interpret end user questions and troubleshoot
• Proven customer service, interpersonal and verbal and written communication skills
• An ability to prioritize and organize work effectively
• Technical Help Desk or Service Desk experience with demonstrated aptitude/skill in both software and hardware is required, to include

Skills For Help Desk Specialist Tier Resume

• Excellent organizational and time management skills, especially the ability to manage multiple concurrent tasks
• Team player with excellent communication skills and works well under pressure
• Excellent organization skills and ability to follow up and follow through are essential
• Demonstrate customer service, leadership and team skills
• Demonstrate detail orientation and analytical skills
• Demonstrated ability to work effectively with a diverse group of faculty, students, administrators, staff, and others
• Applies basic systems testing to verify with user groups that installations are operating effectively
• Documentation or publishing skills (job aids, training manuals, etc.)
• Experience troubleshooting general networking, wireless , and connectivity problems; and knowledge/experience with remote desktop and VPN

Skills For Mid Level Help Desk Specialist Resume

• A firm understanding of Windows/ Mac OS and applications with a broad range of technical knowledge and creative troubleshooting skills
• 6+ months proven experience working with cloud based file sharing such as Dropbox, OneDrive, iCloud, or equivalent
• 6+ months proven experience working with cloud based file sharing services such as Dropbox, OneDrive, iCloud, or equivalent
• Computer skills needed include working knowledge of the following
• Experience and strong knowledge of Windows 7 & 10 operating systems; Windows Active Directory & Group Policy and the Microsoft Office application suite
• Experience troubleshooting Windows 10, MS Office 2016 and strong ability to support MS Outlook

Skills For Service Desk / Help Desk Specialist Resume

• Basic knowledge and troubleshooting skills for laser jet, ink jet, and label printers, scanners, and fax machines required
• Basic knowledge and troubleshooting skills related to computer hardware and software required
• Basic knowledge and troubleshooting skills related to TCP/IP network connectivity issues required
• Customer service skills, particularly when handling difficult situations
• Solid experience with mobile devices is required, including but not limited to: iOS, Android and Blackberry platforms
• Five years’ experience in Information Technology required including at least 3 year of customer service experience in IT
• One year Information Technology experience, including work experience in customer service is required

Skills For Com-f Junior Help Desk Specialist With Secret Clearance Resume

• Proven knowledge of and hands-on experience with workstation operating systems, applications, hardware and systems integration
• Basic troubleshooting skills for iOS and Android devices
• Technical troubleshooting skills with Windows 7-10 workstations, basic Active Directory (add/delete users, password resets), MS Office 2010-2013
• Prior experience in an IT support environment providing direct level two end user support
• Continuously develop individual knowledge and troubleshooting skills to improve issue resolution speed and quality
• Strong demonstrable experience with MS operating systems (Windows 2000, Windows XP, Windows 7, Server 2003/2008)
• Prior experience with a ticketing system, such as ServiceNow
• Prior experience using a remote access tool, such as Bomgar
• Customer Service Skills (phone support)

Skills For Senior Help-desk Specialist Resume

• ) Strong customer support experience
• Have the ability to quickly learn support skills for new applications
• Basic MS Office skills to include Word, Excel and Outlook
• Interface and communicate effectively with government personnel and other contractor staff
• One (1) year experience in IT required including at least one (1) year of customer service experience in IT

List of Typical Responsibilities For a Help Desk Specialist Resume

Responsibilities for it help desk specialist resume.

• Hearing and speaking abilities to effectively communicate through the telephone and in person
• Demonstrated troubleshooting techniques, and a strong working knowledge of Microsoft Windows operating systems, including Internet Explorer
• Experience using help desk ticketing software and experience with Mac and iOS platforms
• Develop and sustain high-quality, empathetic, informed telephone and customer communication skills
• Organize, prioritize and schedule workload; office experience required
• Versatile communication skills – is able to support any users
• H.S. Diploma / GED and 4+ years of experience in an IT or call center environment and 2 years of experience in a customer service position

Responsibilities For Senior Help Desk Specialist Resume

• Two to four years related experience; or equivalent combination of education and experience
• Related work experience, Experience with A+, Net+, MCP or MCDST
• Solid experience with Microsoft infrastructure (Windows, Active Directory, Exchange, Office, etc.) is required
• Exceptional written, verbal, and non-verbal communication skills
• Work effectively and responsibly in a team or independently
• Diagnose and resolve basic technical skills

Responsibilities For Software Licensing Help Desk Specialist Resume

• Communicate results effectively in both oral and written form; compose correspondence and reports
• Create and foster a positive, helpful and effective user experience. Ensure and confirm that issues are resolved to the customer's satisfaction
• Understanding of and demonstrated ability in the use of call tracking software and related tools for documentation of call center operations
• Understanding and/or experience in detecting potential cyber security attacks and breaches, and how to resolve common problems
• Document management experience (most mid to large sized law firms have this as do most Perot employees); blacklining, redlining, track changes; troubleshooting
• Experience and understanding of cyber security issues such as phishing, ransomware, and related attacks and providing protection and resolution of issues
• Experience delivering technical training to end users on software applications and hardware support in a classroom and/or one-on-one setting
• Experience working with a ticketing system such as Asana, Remedy, ServiceNow, Zendesk or equivalent

Responsibilities For Lead Help Desk Specialist Resume

• Related experience supporting computers and peripherals such as printers, monitors, docking stations and AV equipment
• Past experience working in a training environment
• Experience with troubleshooting and providing local/remote desktop support
• Experience troubleshooting Windows Desktop Operating Systems 7/8.x/10
• Experience working with desktop/server IT systems using Windows or Linux

Responsibilities For Help Desk Specialist, Associate Resume

• Help desk experience diagnosing and resolving technical problems with both software and hardware
• Solid understanding of Call Tracking Software
• Experience working with a ticketing such as Asana, Remedy, ServiceNow, or equivalent
• 6+ months experience working with cloud based file sharing services such as Dropbox, OneDrive, iCloud, or equivalent
• Experience with setup and troubleshooting of all aspects of network printing (network print servers, spoolers, and related devices)
• Experience setting up various Windows services such as IIS, FTP, RDP General understanding of Active Directory concepts and functions
• Have excellent English writing and speaking ability (essential)
• Provide effective verbal and written communications to customers keeping them updated with process and status
• Experience within the following: Windows 10, PCs, Active Directory

Responsibilities For Help Desk Specialist Tier Resume

• Experience in Help Desk support and remote user support for resolving application and hardware issues is required
• Experience with Footprints, Remedy, or a similar Help Desk Ticketing
• Experience in using Microsoft Word, Excel, and Outlook
• Direct experience with incident troubleshooting and escalation
• Experience working in a customer call center or Help Desk environment desirable

Responsibilities For Mid Level Help Desk Specialist Resume

• Experience troubleshooting Microsoft Windows O/S (Windows 7 and Windows 10) and Microsoft Office Suite
• Experience handling Level 3 Tech Support calls or those escalated to high level or expertise
• Experience with the use of ticketing systems
• Experience with managing student staff in Higher Education
• Experience with handling inventory of supplies or equipment

Responsibilities For Service Desk / Help Desk Specialist Resume

• Experienced in Hardware and Software Troubleshooting
• Experience supporting PC’s, Laptops, Mobile Devices and current versions of Microsoft Office
• Experience with basic administration of the following
• Experience in working with IBM, Lenovo, HP, and Dell hardware
• Solid understanding of Citrix Systems application is required

Responsibilities For Com-f Junior Help Desk Specialist With Secret Clearance Resume

• Solid understanding of Network fundamentals is required
• Experience with ticketing systems such as Remedy, SMS or ServiceNow
• Strong troubleshooting, analytical, and logical thought capabilities
• Three years professional experience in working in a Client Services, IT Help Desk Environment, or related field
• Experience with Windows 7/10, Microsoft Office 2007/2010/2013, PC Hardware, Printer Hardware, Microsoft active directory, remote access, and ticketing systems
• Skill in customer service, communication and problem solving
• Experience trouble shooting PCs and printers in a client server environment required
• Work experience supporting Windows, OS X, and mobile platforms and applications

Responsibilities For Senior Help-desk Specialist Resume

• Excellent understanding of Windows 7 and Windows 10 computer systems, mobile devices, and other technical products
• Prioritize and organize work in a fast-changing environment
• Experience in a help desk or troubleshooting environment
• Three or more years' experience in the Help Desk support and remote user support for resolving application and hardware issues is required
• Experience with Network Troubleshooting (DHCP, Connectivity, DNS, etc.)
• Experience working as a Helpdesk Technician or other customer service role
• History of being on time and strong attendance record
• Good understanding of computer systems and mobile devices
• Experience with training users (in person and/or online)

Related to Help Desk Specialist Resume Samples

Help desk agent resume sample, help desk analyst resume sample, help desk supervisor resume sample, web consultant resume sample, oracle manager resume sample, consultant solution resume sample, resume builder.

• Knowledge Base
• Free Resume Templates
• Resume Builder
• Resume Examples
• Free Resume Review

Looking for an IT Help Desk resume?

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

IT help desk is an important part of any organization.

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

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

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

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

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

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

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

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

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

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

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

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

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

Pick the Right IT Help Desk Resume Format

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

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

[ Back to Table of Content ]

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

IT Help Desk Resume: Personal Information

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

An ideal personal information section should contain the following:

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

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

• LinkedIn profile link
• Link to an online portfolio

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

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

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

IT Help Desk Resume: Profile Title

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

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

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

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

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

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

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

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

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

STAR Format

• Frame Points

Bucketing & Bolding

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

STAR refers to:

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

Framing Points

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

Well, the answer is simple!

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

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

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

IT Help Desk Resume Example 1

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

IT Help Desk Resume Example 2

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

Framing Points: Analysis

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

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

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

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

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

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

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

Bucketing & Bolding: Analysis

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

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

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

IT help desk resume sample for Professional Experience

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

IT Help Desk Resume Keywords

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

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

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

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

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

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

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

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

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

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

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

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

IT Help Desk Resume: Certifications

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

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

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

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

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

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

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

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

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

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

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

IT Help Desk Resume Summary

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

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

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

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

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

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

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

IT Help Desk Resume Objective

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

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

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

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

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

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

Resume Review & Free Resume Templates

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

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

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

Online Resume Builder for Your Resume

Here is a list of the resources that come with our Online Resume Builder :

• JD-resume matcher
• Intuitive text recommendations
• 100+ pre-filled resume templates
• 25+ resume designs
• Full rich-text editor
• 1-click design change
• A sharable link
• LIVE resume Score
• 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.

Share this blog

Subscribe to Free Resume Writing Blog by Hiration

Get the latest posts delivered right to your inbox

Stay up to date! Get all the latest & greatest posts delivered straight to your inbox

Is Your Resume ATS Friendly To Get Shortlisted?

Upload your resume for a free expert review.

Resume Builder

• Resume Experts
• Search Jobs
• Search for Talent
• Employer Branding
• Outplacement
• Resume Samples
• Information Technology

Help Desk Manager Resume Samples

The guide to resume tailoring.

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

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

Create a Resume in Minutes with Professional Resume Templates

• Leidos is a global leader in the integration and application of information, technology and systems working to solve the world's toughest challenges in the civil, health, defense, intelligence and homeland security markets. The company's 33,000 diverse employees support vital missions for government and commercial customers in 30 countries. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $10 billion for the fiscal year ended January 1, 2016 after giving effect to the recently completed combination of Leidos with Lockheed Martin's Information Systems & Global Solutions business (IS&GS). For more information, visit www.Leidos.com. The company's diverse employees support vital missions for government and commercial customers. Qualified women, minorities, individuals with disabilities and protected veterans are encouraged to apply. Leidos is an Equal Opportunity Employer
• Troubleshooting software application issues to resolution or to provide more accurate information to software developers and business staff to resolve issues
• Provide support and research analysis for desktop, software and hardware functionality in response to business partner questions; including researching and resolving problems with printers, scanners, other peripherals and utilities as they interact with the desktop (desktops can include PCs, Laptops, Macintosh PCs and Power Macs or any other Eaton Vance computerized equipment), plus the operating systems and software
• Identify processes, systems and/or applications that will improve Service Center functions
• Supporting customers in the areas of system/user access, , access/procedural questions, functional application support, connectivity/performance issues
• Advise management on feasibility of potential Service Center projects
• Provide daily supervision and direction to the team and act as a coach and mentor
• Monitor incident management database and follow up with assigned personnel to ensure timely resolution of problems, meeting operational Service Level Agreements
• Manage and maintain a centralized support documentation enabling Help Desk staff and support technicians to streamline response and resolve incidents with minimal disruption to expected service levels
• Certification from a specific manufacturer such as Microsoft, or a general certification as a Help Desk manager from an organization such as the Help Desk Institute (HDI) a plus
• Develop, manage and maintain reports for internal support teams and IT management to provide necessary issue status
• Manage, maintain and develop incident management database and all associated configurations and connections
• Manage a portfolio of projects and continuous improvement initiatives
• Manage the Help Desk staff including performance evaluations, promotions, training, hiring and disciplinary responsibilities
• Works with upper management to develop plans, forecasts, and budgets for the I.T. department
• Creates and manages escalation procedures and ensures service levels are maintained
• Collaborates with management to develop helpdesk standards, as well as research and procurement of relevant technology
• Creates and manages procedures
• Prepares progressive reports for all work performed
• Documents and trains on all work performed
• Develops IT tech schedules, prioritizes support calls and resources for installation and support
• Basic network technology knowledge (LAN/WAN and wireless)
• Strong interpersonal and communication skills and the ability to work effectively within branch departments
• Strong working knowledge of computer networks including servers, LAN switches, TCP/IP, and VPN
• Excellent computer literacy including knowledge of MS Word and Excel
• Strong attention to detail
• Strong analytical and problem solving skills
• Great interpersonal skills
• Excellent communication skills (written and verbal)
• Demonstrated ability to mentor individuals, build and lead teams
• Highly organized

15 Help Desk Manager resume templates

Read our complete resume writing guides

How to tailor your resume, how to make a resume, how to mention achievements, work experience in resume, 50+ skills to put on a resume, how and why put hobbies, top 22 fonts for your resume, 50 best resume tips, 200+ action words to use, internship resume, killer resume summary, write a resume objective, what to put on a resume, how long should a resume be, the best resume format, how to list education, cv vs. resume: the difference, include contact information, resume format pdf vs word, how to write a student resume, it help desk manager resume examples & samples.

• Own delivery of excellent Help Desk service to all TOMS’ employees and contractors
• Manage HQ and EMEA Help Desk team to global standards, with global service delivery metrics
• Develop your team through a mixture of personal mentoring, stretch goals, and formal training
• Manage the ServiceNow Service Desk System for IT and other departments
• Manage hardware capital planning from purchase, through deployment and disposal
• Manage software licensing including Microsoft EA and Adobe Cloud contracts
• Manage cell phone and mobile device contracts
• Manage eFax, Web Conferencing, and Video Conference contracts and services
• Manage delivery of print and copy capabilities within HQ
• Provide Level 1 support to Retail Store staff in US and EMEA
• Coordinate Help Desk best practices with China office to global standards
• Deliver Help Desk projects on time, within budget
• Implement best practices of Lean, ITIL and 5S to ensure highly effective, repeatable service levels
• Provide technical leadership to team to aggressively drive use of management tools like Casper, SCCM, Bomgar etc
• Engage and supervise temporary and contract resources as needed
• Proven track record delivering high service levels in global, fast-paced, dynamic environment
• Excellent knowledge supporting Windows and Mac platforms as well as common Office applications
• Experience supporting enterprise applications such as ERP or development tools is a strong plus
• Minimum 5 years of experience managing a Help Desk team, with strong technical background
• Strong interpersonal and written and oral communication skills
• Demonstrated ability to assess and leverage new technologies and business processes
• Ability to be on-call for urgent service issues. Ability to travel internationally 1-2 weeks/year

Help Desk Manager Resume Examples & Samples

• 5+ years of General IT experience; 3+ years of working in a helpdesk/service role (troubleshooting problems); 2+ years of experience managing a Help Desk; 4+ years of experience in Helpdesk Operations that includes both Mac and Windows and documenting troubleshooting steps/instructions
• Previous experience with: Windows 7; Apple Support and Mac Integration (10.6+); Microsoft Server 2003/2008/2012; Microsoft Desktop Support; Microsoft Office 2010/2013; and, iOS device management
• Active Directory and network account support proficiency
• Working knowledge of Cisco IP phone administration
• Responsible for leading the Help Desk team in handling all ticket, phone and in-person support to users in the areas of Windows & Mac desktop& application support
• Liaison between Software Engineers, Ops team and Help Desk to ensure issues are resolved in a timely manner
• Provide leadership for IT Services projects, including but not limited to, asset tracking, hardware upgrades, and various line-of-business projects
• Ensure that all phases of support are properly coordinated, monitored, logged, tracked and resolved appropriately
• Bachelor’s degree or equivalent in direct work experience
• 2+ years of experience in providing customer service at the Help Desk level at a mid-size company
• Experience with managing service support at multiple locations
• Supervisor/Lead experience at the Help Desk service level
• Candidates must be able to complete an onsite technical evaluation of skills
• Accepting, assigning, creating and resolving Help Desk tickets
• Mentor and develop team members
• Track statistics on issues and problem resolution
• Develop and manage project plans
• Configure Mobile devices
• Handle equipment shipments/deliveries

Fiduciary Standard Help Desk Manager Resume Examples & Samples

• Handles Financial Advisor and support staff inquiries through inbound call queue and email
• Answers inquiries by researching and exploring answers and alternative solutions; acts as primary escalation point for desk associates. Should additional escalation be required, Desk Manager will appropriately aggregate and direct to corresponding product/operations teams
• Become familiar with Morgan Stanley’s product offerings and provide applicable guidance as needed
• Develop knowledge of applicable proprietary software and platforms
• Grow and maintain knowledge base on various retirement accounts and plans
• Monitor call queue and track inbound calls
• Keep track of attendance, daily statistics, and other administrative functions
• Work with management and other support areas on refining and scheduling appropriate desk training sessions
• Hold regular feedback sessions with Associates to evaluate soft skills, product and procedural knowledge
• Interview, hire, and train new associates as needed
• Demonstrated success in a fast paced and constantly changing environment
• Detail oriented with an ability to handle multiple priorities
• The ability to effectively manage multiple assignments and tasks
• Solid verbal and written communication skills required
• 5-10 Years of experience working with retirement accounts such as IRAs and 401Ks
• Prior call center managerial experience required
• Provides oversight and leadership for IT wide Incident and Knowledge Management
• Provides oversight, coaching and mentoring to Help Desk support team and delivers ongoing staff performance evaluations
• Oversees a set of standard solution responses while building and maintaining a knowledge base for financial and administrative systems
• Ensures Help Desk operations and coverage are successfully maintained
• Sets team priorities, manages projects, tasks, and escalations
• Collaborates with internal IT teams to develop support process and procedures in order to drive efficiency and deliver customer service oriented results
• Identifies areas for service and support improvement and collaborates with other internal IT teams (Network Services, Platform Support, Desktop Support, Portfolio Management and Application Development teams) on resolutions
• Develops and reviews ticket metrics reports and Help Desk internal processes and procedures
• Oversees individual and team status reports. Coordinates team wide status report and analysis to Manager
• Develops and drives customer service standards
• Manages the development and maintenance of service level agreements for incidents
• Ability to be on-call and responsive to Help Desk support team inquiries
• Experience managing multi-tier IT support teams required
• Exceptional internal and external customer service skills
• Experienced oversight of back office tools for support teams such as remote access, chat tool, ITSM solutions
• Ability to multitask and prioritize workload in a fast paced environment
• Able to handle confidential information in a reliable manner
• Experience supporting financial systems preferred
• Ability to travel to all Moss Adams locations on a scheduled and as needed basis – up to 10%
• Responsible for ensuring end users are provided efficient and timely support on a 7x14x365 basis
• Serve as the around-the-clock escalation point for all related support issues, providing advanced first level technology support when needed
• Interface with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolve problem situations in a professional manner
• Manage and maintain scheduling to ensure Help Desk coverage during all required coverage hours
• Ensure effective Help Desk representation for the coordination of work processes and projects with other departments and teams
• Develop, manage and maintain quality and actionable metrics for all Client Services teams
• Isolate problem trends and ensure that troubleshooting efforts are completed for recurring problems until permanent solutions are found
• Foster continuous improvement of services to enhance the overall customer experience
• Perform duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service
• Communicate effectively with internal support teams and within IT department as a whole
• Generate and deliver effective communications to end users for outages, issues and service improvement opportunities
• Maintain competency and enhance professional growth and development through continuing education, conferences, etc
• Bachelor's degree in a computer-related field or equivalent combination of education and experience is required
• Five or more years of related technical and managerial experience in a Help Desk environment supporting Desktop hardware/software, Wide Area Network, and Local Area Network equipment
• Experience with management and ownership of a Help Desk ticket tracking system/incident management database
• Strong management and decision making skills concerning IT policies, processes and procedures
• Retail experience preferred
• Be responsible for the delivery of user support activities in the region
• Manage a regional team of User Support Technicians
• 5-7 years’ experience managing a Help Desk in a highly technical user community
• Bachelor’s Degree (preferably in IT related field) or equivalent working experience
• Experienced working in a large global environment (>2500 employees)
• “Hands on” manager with the ability to mentor junior team members and step in as needed to assist in problem resolution
• Experience of both Windows and Apple Operating Systems
• Strong working experience with Microsoft Office products, including Excel, Word, Outlook, Power Point
• In depth knowledge and understanding of Help Desk tools, processes and applications
• Excellent oral and written communication and analytical skills
• Leadership experience, demonstrated success as a change agent
• Effective interpersonal skills including facilitation skills and conflict resolution
• Bachelor's degree in Information Systems, Computer Science or related field or equivalent professional experience
• Minimum eight years professional experience managing IT support teams or related IT responsibility
• Strong working knowledge of business technology including hardware, software and peripherals, operating systems and their network operating system dependencies
• Strong working knowledge of Help Desk/Customer Support operational best practices
• Knowledge of security and risk management procedures and requirements
• Manages a team of support personnel who troubleshoot IT issues
• Ensures maximum issue resolutions in minimum time
• Evaluates new information systems products or services and suggests changes to existing products or services to better aide the end user
• Provides support 24 hours a day and remains ‘on call’ during off hours
• Assists and coordinates projects with the company in relation to providing better customer service
• Manages a call tracking system which includes computer software and written trouble tickets
• Follows various procedures and protocols for customer service as set by management
• Communicates with team members effectively and provides feedback regarding the quality of services they provide
• Participates in projects throughout the company as needed
• Handles escalated calls or issues; escalates calls further when required or dictated by company
• Experience with DODIIS desktop operating systems Windows XP, Windows 7
• Experience with Active Directory account administration
• Experience maintaining DODIIS Video Teleconferencing Systems
• Experience with setting, up, configuring, and troubleshooting desktop peripherals
• Experience with network computers system security, intrusion management and patching
• Required certified DoD 8570 Level I IAT
• ITIL V3 fundamentals trained
• Provides management guidance by directing, motivating, and developing staff. Encourages the maximization of individual contribution, professional growth, and the ability to function effectively within a team
• Works with clients to determine help desk requirements; negotiates service level agreements. Monitors client requests to identify systematic patterns, which may require adjustment to policies and procedures
• Develops, implements, and maintains policies and procedures for client problems and resolutions
• Manages the design, implementation, and operation of technology or systems for help desk function
• Supervises operational effectiveness during changing call volumes. Manages inbound workflow through understanding and acceptance of multiple access channels. Ensures factors affecting service level attainment are understood and implemented
• Manages the Vendor break-fix relationship, ensuring SLA's are obtained and results are tracked and communicated. Ensures vendor OLA's are adhered to and obstacles preventing adherence are removed
• Understands and assists with the activation of a Business Continuation Plan
• At least 7 years experience with tools and techniques for maintaining an environment where all understand, and are committed to, providing excellent service to internal and external customers
• At least 3 years experience with management approaches, tools, and techniques for gaining the cooperation and support of others
• At least 4 years experience with providing effective and efficient real-time support for a variety of desk-top technology users
• Product and vendor evaluation
• IT environment
• Information security management

Help Desk Manager / Specialist Resume Examples & Samples

• Strong interpersonal and communication skills with all management level
• Strong understanding of accounting standards and principles for tracing and modeling software and asset expenditures
• Must be able to obtain CompTIA Security Plus (+)
• Monitor and Triage all service boards and active service requests including assignment of resources and escalation of issues according to severity and SLA
• Provide 2nd and 3rd Level IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on VMware and Citrix
• Dispatch resources to client site as needed for problem resolution and/or scheduled maintenance
• Document, Monitor, Enhance and Optimize the Following
• Bachelor's degree or HS diploma/GED with 5+ years of helpdesk/IT call center experience
• 5+ years’ experience as supervisor/manager of a customer-facing IT Service team with 5 or more direct reports
• 5+ years’ experience with Microsoft Server and Desktop technologies
• 5+ years’ experience with Active Directory Administration and Group Policy skills
• Possess at least two current professional IT Certifications such as Microsoft or Citrix
• ITIL and/or MOF framework experience and certification a plus
• Advanced knowledge and experience with: Microsoft Windows Networking, Design, Implement and Troubleshoot
• Advanced knowledge of TCP/IP and basic knowledge of IP/Telephony
• Experience producing and analyzing report data
• Direct staff in solving business problems through trouble tickets and in any other method of service requested
• Hire, coach, mentor, review and terminate direct reports
• Daily review and update to tickets
• Develop and report on SLAs/KPIs for tickets and all other services
• Make recommendations for improvements to the structure and tools used by the Helpdesk and Desktop Support teams
• Collaborate with the Infrastructure Manager to coordinate activities and schedules
• Provide AARs, Post Mortems, and Root Cause Analysis as needed/requested following incidents impacting multiple users
• Manage desktops and laptops as well as the systems used to support, image, patch and inventory them
• Ongoing support
• At least 5 years of managing teams focused on technical support
• At least 8 years of experience in a fast-paced corporate Infrastructure, Helpdesk or Development environment
• Experience managing technical employees
• Hiring, coaching, mentoring, reviewing, and terminating employees
• Experience with installing, configuring, testing, and maintaining hardware and software
• Experience with performing security patches and upgrades and data entry tasks
• Knowledge of Microsoft Office Suite
• Ability to manage a technical team of 20+ personnel
• BA or BS degree or 6 years of experience with IT
• CompTIA A+, ITIL Foundations, and HDI Support Center Manager Certification
• Experience with analyzing performance data to drive performance improvement
• Knowledge of leading-edge enterprise IT technologies
• Ability to manage personnel performance
• Ability to be client focused
• Act as the firm point of contact with designated business entities and national/local IT personnel and execute performance management responsibilities including coaching, mentoring, leading by example, and personal development
• Oversee ongoing end-user support, including help desk and technical support services
• Responsible for internal and client-facing application administration
• Manage service delivery and monitor various internal mailboxes relating to application support and escalations
• Provide guidance to resolve complex, project related, organizational and strategic issues
• Five years of technical experience in many areas of networking and software including LAN, Wireless devices, Microsoft Office Suite and third party applications
• Demonstrated strong project management skills with the ability to multitask in a cross-functional environment
• Knowledge of ITIL Incident Management and Service Desk processes, with high analytical ability to manage various technologies and complex issues
• Strong customer service, performance/people management, team building, and motivational skills
• Presents with exceptional written and verbal communication skills

Systems Operations Help Desk Manager Resume Examples & Samples

• Manage the day to day Service Delivery operations and act as interface between the delivery units (within Systems Delivery Support) and the client/partners
• Provide support in improving service levels through the identification of incident trends which impacts service delivery, along with supporting metrics and generic reports. Work with the Help Desk and Operations teams (Queries & Investigations and others) to identify high impacting and/or recurring issues, which require special attention, communication and post mortem discussions
• Continual Service Improvement: Post Incident Review process to enhance processes and procedures. Develop continuous improvement strategies for the functions plus metrics to monitor performance
• Work with relevant Technology and other FRO teams to comply with the Incident and Problem Management process, to facilitate and improve status notification, escalation, documentation and management reporting
• Maintain an efficient, direct and timely communication with direct manager, team members and partners
• Assist clients/partners in the achievement of their key business initiatives where operational support is required
• Provide support to the implementation of strategic platforms related initiatives. This would include Regulatory Reporting projects, process migrations, systems consolidations and migrations among others
• Oversee and coordinate the change management function responsible for centralizing, communicating and ensuring full compliance of all system enhancements, operational process changes and initiatives affecting the processes supported by Systems Delivery Support
• Bachelor’s degree in business, finance/accounting, system engineering or equivalent experience
• 5 years experience in Financial Services or Shared Services work environment preferred, including experience in Help Desk or Customer Service roles
• Full term of required experience must include participation in financial systems implementations and financial close month-end activities; exposure to financial data warehouse operations, credit/ risk systems operations, financial and regulatory reporting
• Knowledge of Wholesale and Retail banking products
• Proficient in English is a must
• Self-motivated, takes initiative
• Willingness to work shifts (24x7), willingness to work 12 hour shifts including nights if necessary (this position is for a split shift)
• Excellent verbal/phone customer interaction skills and written communication skills
• Experience with WAN/LAN/Telecommunication Technologies, general information technology, and voice telecommunications, equipment and applications
• Willingness to work in Northern Virginia (west of Tysons Corner up to and including Dulles Airport Vicinity
• Candidates must be a US Citizen and have a current Top Secret security clearance with a polygraph
• Provide management guidance by directing, motivating, and developing staff. Encourage the maximization of individual contribution, professional growth, and the ability to function effectively within a team
• Works with clients to determine help desk requirements
• Manage and coordinate urgent and complicated support issues. Act as escalation point for all requests and incidents
• Manage adherence to the phone/ticket escalation processes to ensure procedural compliance
• Performs interviews for Agent positions and participate in the hiring process
• Provide assistance with regard to Agent goals, training, development, operational standards, and policies/procedures
• Train, coach and mentor Help Desk Specialists including career development
• Provide data and reporting of KPI’s and trends to leadership as well as help Desk Specialists
• Ensures development plans, key performance indicators, and objectives are in place for all staff. Writes and presents performance appraisals on a semi-annual and annual basis
• Manages and develops the performance of a support team
• Understands and supports the principals of quality management
• Manage employee relations, performance, and reviews
• Oversee scheduling of employee work times. Approve employee time records, work assignments, vacations, sick pay, etc
• Participate in project initiatives as needed
• At least 1 year experience with management approaches, tools, and techniques for gaining the cooperation and support of others
• Strong understanding of Incident, Problem, and Knowledge management practices
• Knowledge of HP Service Desk tools
• Functional knowledge of best practices and industry standards around IT Service Management
• Functional knowledge of transaction processing
• Experience leading a team of 10 or more
• Manage a team of Service Desk professionals
• Must have professional Service Desk experience. Must also be able to assist with customer inquiries and have a working role on the team
• Develop performance measurements (goals/metrics/reports) utilizing the current service desk platform and facilitate a feedback system to team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered
• Utilize ITIL best practices to enhance and optimize the services provided to end users
• Develop and provide regular Service Desk metrics reports
• Manage the implementation of an enterprise knowledge base and knowledge management best practices
• Establish and monitor SLA’s for all elements of Service Desk services
• Coordinate with IT support teams to resolve customer incidents/problems, fulfill service requests, and institute continuous service improvement initiatives and methods
• Resolve customer issues effectively or escalate them to appropriate support tiers
• Work with management in assessing staff performance/reviews/changes
• Manage Service Desk resources for optimal performance. This will consist of resource management for incoming customer inquiries, projects, administrative work and time allotted for holidays and paid/unpaid time off
• Assist in the professional and technical development of the team enabling them to set technical goals, monitor, mentor, and coach and assist team members to deliver quality support
• Meet government requirements for Service Desk performance
• Manage maintenance requests via ticketing platform
• Generate maintenance ticket reports
• Coordinate Field staff work schedules
• Prioritize and escalate issues first to the Facilities Operations Managers then to Regional Director of Facilities, based on emergency level
• Recommend the use of resources to resolve issues
• Ensure Facilities teams are properly equipped
• Coordinate delivery of maintenance equipment and supplies
• Coordinate and schedule trash removal as required
• Track Facilities inventory and equipment budget
• Analyze team productivity by comparing weekly time sheets to ticket resolution metrics
• Meet with third party contractors and coordinate efforts to provide service
• In conjunction with the Regional Director of Facilities, maintain Quality Assurance and Control of region
• Provide support for the Standard Labor Data Collection and Distribution Application [SLDCADA] in support of Navy time and attendance processing and labor data distribution
• Provide responses to non-routine customer calls, email and web inquires, including, but not limited to activity reorganizations, decentralizations and end of year activities
• 5+ years of experience
• Active Secret Clearance required
• Process owner for incident and service requests including MyHelp, a Wipfli created self-service portal. This includes training Internal IT associates on incident and service request processes
• Lead process improvement initiatives for HelpDesk
• Service level development and maintenance for HelpDesk
• Responsible for HelpDesk performance related to service levels; escalation point for HelpDesk staff and for associates with service questions/issues
• Performance coach for HelpDesk staff
• Prior to a project deployment, ensure that HelpDesk has information and procedures to support systems; provide feedback to and contribute to go/no go decisions for operational groups regarding scheduled maintenance or deployments
• M&A responsibilities – Wipfli has a vigorous M&A strategy, and this role will provide assistance in the following ways
• Introduce HelpDesk to associates of acquired offices and firms; provide input to M&A teams and offices during integration planning
• Provide input on integration between Wipfli and merged firm systems
• Create/review documentation being provided to merged firm associates
• Responsible for IT-related communication to merged associates
• Manage the performance of after-hours support, including vendor contacts, schedule changes and coverage, communication of outages and process improvement
• Requires a Bachelors Degree in Information Technology, Business, Finance or Accounting or an equivalent combination of education and experience
• Requires a minimum of ten years of job related experience
• Experience with ServiceNow or other ITSM tool preferred
• Group meeting facilitation
• Proven implementation success
• Proven project management success
• Proven vendor management experience
• System Life Cycle Management
• Proven and relevant people management skills
• Process Improvement experience
• Requires demonstrated observation skills, critical thinking, rational thought process, and linear thinking
• Proven customer satisfaction orientation
• Prior IT or business management
• Ability to plan, prioritize, and organize work effectively
• Ability to balance many projects simultaneously
• Ability to work under pressure and time deadlines
• Ability to analyze data and recommend solutions
• Research and analyze internal customer issues with desktop hardware and software recommending infrastructure, training or desktop, hardware and software installation solutions
• Work with internal customers to determine and discuss technology needs, analyzes integration of new technology into existing systems, and provides recommendations to meet business needs
• Work with External vendors (i.e. AT&T, Verizon, Wireless Analytics) to support all IPhones and IPads owned by the firm
• Initiate communications with vendors in an effort to resolve software or hardware issues as they arise
• Prioritize and organize workload of help desk staff and external resources to most effectively provide support and complete tasks and act as a technical resource to junior technical consultants
• Responsible for staff scheduling, monitoring and performance management
• Communicate clearly all Eaton Vance policies and procedures, ensuring the appropriate usage of desktop hardware and software, software security and licensing requirements
• Distribute appropriately licenses, software and related files on client desktops
• Communicate and document solutions and procedures for common desktop, hardware and software issues; maintain and communicate procedures and policies to more junior members of the group
• Work with internal customers and others in the Infrastructure Group to resolve commonly occurring issues
• Provide technology support, coaching and training to internal customers and second level support personnel as necessary
• Assist in the monitoring of software license usage, reducing Eaton Vance business risk
• Assist in hardware, systems and applications integration and testing
• Responsible for building and maintaining a high knowledge and skill level in the standard desktop, hardware and software packages and in keeping informed of current of industry developments
• Implement self-managed projects as required
• Additional responsibilities as requested
• Technical degree or equivalent experience with advanced qualifications in electronics related discipline preferred
• Minimum of 6 years' experience with complex food packaging systems and automation systems including current GEA packaging machinery
• 5 years hands-on technical experience on electro-mechanical systems as applied to state-of-the-art industrial machinery
• Strong electrical aptitude, including motors, AC & servo drives, electrical circuitry, PLC and PC based control systems
• Strong mechanical aptitude including power transmission systems, pneumatics and hydraulics
• Experienced troubleshooter on electro-mechanical systems
• Excellent communications skills - must be proficient in English, have strong listening skills and enjoy working with people
• Strong customer service orientation with "do whatever it takes" attitude
• Able to multi-task and work under extreme pressure
• Self-motivated and highly organized. Must be able to work independently
• Able to travel (up to 25%) including weekend trips

Electronic Banking Help Desk Manager Resume Examples & Samples

• Breadth of knowledge of the business and organization
• Fully understand and implement Citigroup’s values: Responsibility to our clients, to each other and to our franchise
• Education: Bachelors degree or equivalent experience (MBA a plus)
• 7-10 years of management experience in a best-in-class/leading edge contact center
• 2-3 years’ experience in specific business area
• Six Sigma and or Lean service center experience
• People Management: Develop specific goals & objectives of reporting associates
• Setting and reviewing performance objectives, goals, and target productivity and service quality expectations
• Lead the annual compensation review process and make recommendations to the Region Head on exceptions
• Manage resource allocation
• Budget Management: Financial budget management for P&L(s)
• Monitor appropriate metrics ensuring overall operating efficiency
• Serve as the point of escalation for staff members and internal and external clients
• Identify any opportunity for, and implement process improvements, service enhancements, or technology enhancements
• Look to reduce expense through improved technology builds, process changes, opportunities for outsourcing at a lower cost
• Create, develop and maintain business relationships: Build a network of contacts within Citigroup and external organizations
• Identify control deficiencies and implement appropriate procedures to mitigate any risk or control losses
• Ensure that all projects within the department are on target, on budget, and being managed effectively
• Ensure that the team meets all audit and control requirements
• Ensure that the department is operating at peak efficiency and service quality
• Considerable knowledge of customer service techniques to include understanding customer needs and effectively communicating options for problem resolution
• Considerable knowledge of Internet-based applications
• Considerable knowledge of Microsoft computer hardware and software troubleshooting and resolution
• Considerable knowledge of Apple computer hardware and software troubleshooting and resolution
• Some knowledge of technologies applicable to business process in customer service
• Demonstrated ability to effectively manage time
• Demonstrated ability to provide technical and project leadership to team members
• Demonstrated ability to provide task and relationship oriented leadership
• Demonstrated ability to effectively communicate complex information so that it is understandable to computer users of all levels
• Demonstrated ability to write and publish technical documentation of processes, procedures, instructional material, problem resolutions and report
• Demonstrated ability to analyze and solve technical or customer service problems
• Foster an environment of teamwork
• Recruit, mentor, and develop skilled Help Desk Analysts
• Establish and enforce department service level agreements
• Estimate resource needs and ensure adequate staffing in order to fulfill SLAs
• Provide for an improved customer service experience
• Take ownership of customer issues and follow to resolution
• Drive improvement through statistical analysis
• Define and enforce request handling and escalation processes
• Manage departmental expenses to the approved budget
• Track and analyze trends in Help Desk requests
• Assess for potential training opportunities, process changes, or system reconfigurations based on request trends and make changes or recommendations
• Oversee development and deployment of knowledge documents and FAQ lists for end users
• Proven ability as a customer service manager in a fast paced environment
• Minimum 2-4 years of experience successfully leading a team of customer service agents (preferably in a multiple location environment)
• Strong understanding of operational principles including inventory management, transactional processes, cash management, financial management, etc
• Strong understanding of company and departmental goals and objectives
• Familiarity with industrial distribution supply chain
• Proficient in English (Bilingual French or Spanish a plus)
• Effective presentation skills
• Exceptional interpersonal skills with a focus on listening and questioning skills
• Proven analytical and problem solving abilities
• Ability to present ideas in "user-friendly" language to non-technical staff and customers
• Strong working knowledge of Microsoft Excel
• Familiarity with ERP system project deployment
• BS in business related discipline
• Manages and maintains existing Service Management systems, i.e. Footprints
• Ensures proper coverage is available for corporate and property support through phone, email, and cell phone coverage during normal and after-hour periods
• Tracks and measures support performance against agreed service levels
• Train, lead, and manage Helpdesk staff to ensure team and individual performance levels consistently meets or exceed the needs of clients/users
• Troubleshoots, diagnoses problems, implements corrective action procedures within prescribed guidelines and/or escalates to other technical resources as appropriate
• Assist in assigning tickets to the proper technical staff and following up on the deliverables
• Provides staff support for administrative tasks and projects related to the IT Infrastructure
• Provide help desk reports for review by the Director of Technical Services
• Creates and maintains operational documentation for help desk procedures, virus protection, software licensing, inventory control, and software patches/updates
• Responds to end users problems and requests. Instruct end users as necessary in the proper operations of the computer, software and network resources
• Proactively checks with end users to insure high level of satisfaction
• Training of office personnel on proper use of applications, including but not limited to, Microsoft Office suite, business applications, file access, and printing
• Assists in developing SLA and escalation procedures
• Assist in providing 1st level support for network and server related issues
• Facilitates communication to corporate and properties regarding outages and other issues effecting the IT environment
• Responsible for procurement, budgeting and licensing of desktop hardware and software
• 5 + years of experience in the field of Information Technology with a minimum of 2 years in a supervisory or management role
• Ability to communicate clearly and effectively to a wide range of employees
• Advanced knowledge and troubleshooting skills of Microsoft Windows 7 and Office Suite 2007/2010
• Previous experience supporting Mac OS X and iOS
• Experience using remote tools such as Team Viewer, Windows Remote Assistance, VNC, or DameWare
• Experience with BMC Footprints is a big plus

Help Desk Manager, .T Resume Examples & Samples

• Leads the team by example as a lead IT tech
• Identifies, researches, and resolves complex technical problems
• Works with Atlantis systems group to install, configure, and troubleshoot servers, applications, equipment and systems
• Works with AV to install, configure, and troubleshoot servers, applications, equipment and systems
• Trains new IT techs on all systems and provides first line of support for questions after hours
• 5 years IT helpdesk experience
• Management of a large staff, schedules and workload
• Responsible for setting priorities
• Resolving conflict
• Responsible for two Help Desk Call Center facilities on a day to day basis
• Works to improve customer service quality results by studying, evaluating, and re-designing processes, establishing and communicating service metrics
• Monitoring and analyzing results, and implementing changes
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
• Implement quality processes, procedures, and expected project deliverables for staff
• Responsible for teams Information Technology Service Management (ITSM) development
• Master’s Degree in Computer and Information Technology Services is required
• Minimum of 11 years of relevant experience, with 5 years leading IT Call Center with more than 50 agents, and 6 years progressively more responsible experience in major IT software, hardware, or integration projects
• 2+ year of BMC Remedy experience
• HDI Support Center Manager certification or higher
• Facilitate the new hire training to provide the initial overview and ensuring that they efficiently use the technology
• Facilitate training for standard desktop applications
• Work closely with the IS Network Services and IS Development group to perform an outage “post-mortem” that will be communicated to management at the conclusion of a non-scheduled outage
• Provide ownership of the internal customer
• Facilitate proper hardware asset/inventory management and software licensing management
• Managers and supervisors are responsible for ensuring that internal controls are established and functioning to achieve the mission and objectives of their unit. Each employee within an area under the manager or supervisor’s direction must be made aware of and understand proper internal control procedures associated with their specific job function
• Managers and supervisors must acknowledge that utilization of internal controls is an inherent part of a manager’s responsibility, not a new or additional function, and assure that internal controls are supportive of and consistent with the operating mandate and philosophy of the Company
• Has solid knowledge of and guarantees compliance with: state and federal regulations, accrediting body standards, BioScrip policies and procedures, and standards of performance
• Management responsibility for all Helpdesk personnel
• The employee is frequently required to stand, walk, sit, and handle/finger
• The employee is occasionally required to reach outward, reach above shoulder, climb, crawl, squat, kneel and bend
• The employee must be able to frequently push/pull 15lbs or less and occasionally push/pull up to 100lbs
• The employee must be able to lift/carry up to 10lbs frequently and up to 50lbs occasionally
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and the ability to adjust focus
• Work is normally performed in a indoor/office environment
• Employee will rarely be exposed to moving mechanical parts
• The noise level in the work environment is usually quiet to moderate
• Bachelor’s degree or equivalent required
• 5-7 years’ experience managing technical support team,
• 5-7 years’ experience providing technical support,
• Experience developing Help Desk policies and procedures and experience developing IS related user training materials
• Experience with vendor negotiation and management
• Strong delegation skills
• Strong team development and mentoring skills
• Self-starter with excellent follow through skills
• Knowledge of local, state, federal, and other regulations; knowledge of regulations and legal requirements governing the industry
• Knowledge of computerized information systems
• Ability to organize and prioritize work assignments
• Ability to maintain recordkeeping systems and procedures

IS Desktop & Help Desk Manager Resume Examples & Samples

• Responsible and accountable for operations in the IS Support Services department (4 teams). Participates in long-range planning, development of departmental/divisional goals, strategic plans and objects, as well as personnel, resources, space and equipment
• Interacts with all levels of the user community, including senior management and medical staff, and is responsible for knowledge of operational and financial policies and procedures
• Possess a thorough knowledge and understanding of established IS policies and procedures; effectively translate operational plans into methods, reviews processes to be used in the delivery of services, technology planning, and support to customers and employees
• Develops operational and service levels and set reasonable expectations for customers that are based on IS policy, State and Federal requirements, technology or resource limitations, and budget constraints
• Lead regular staff meetings in order to communicate, inform and clarify procedures, policy, management directives and performance measurements; engage in team building activites that promote and facilitate effective two-way communications and that enhance provision of services and support
• Has the authority to direct and support managers with functional area responsibilities. Has the direct responsibility to undertake the following employment actions: hiring, termination, corrective action and performance reviews. Direct Reports: 4-6 Indirect Reports: 21-50
• Has full responsibility for planning, monitoring and managing department budget
• 8-10 years related work experience required and 3-5 years supervisory/management experience required
• Leadership qualities: enthusiastic, motivated individual with team building skills to promote increased morale, positive attitude, and creativity with ability to multitask and demonstrate flexibility in managing multiple projects
• Excellent analytical skills with the ability to identify requirements and effectively coordinate solutions, and ability to foresee, adapt, and implement technical trends
• Remain current with technological changes and their potential use in systems development
• Advanced technical computer skills as required for technical support specific to functional area and related systems
• Experience with Help Desk, Desktop Support and Inventory Control departments within Information Systems
• Problem Solving:Ability to address problems that are highly varied, complex and often non-recurring, requiring staff input, innovative, creative, and Lean diagnostic techniques to resolve issues
• Independence of Action:Ability to set direction and vision for major departments or multiple departments. Establishes priorities, develops policies and allocates resources
• Written Communications:Ability to communicate complex information in English effectively in writing to all levels of staff, management and external customers across functional areas
• Oral Communications:Ability to verbally communicate complex concepts in English and address sensitive situations, resolve conflicts, negotiate, motivate and persuade others
• Knowledge:Ability to demonstrate in-depth knowledge of concepts, practices and policies with the ability to use them in complex varied situations
• Team Work:Ability to lead collaborative teams for larger projects or groups both internal and external to the Medical Center and across functional areas. Results have implications for the management and operations of multiple areas of the organization
• Customer Service:Ability to lead operational initiatives to meet or exceed customer service standards and expectations in assigned unit(s) and/or across multiple areas in a timely and respectful manner
• Manages the Help Desk team according to policies and guidelines. This includes all aspects of personnel management such as training and development, performance monitoring, appraisals and objective setting, HR issues, resource management, recruitment, etc
• Takes a hands on approach to managing the daily workload of the Help Desk, ensuring all calls are being properly handled, prioritized, and progressed, customers are kept informed, and communications and customer service are of the highest standard
• Owns, reviews, and revises the ITIL Service Operation Policies, Processes, and Procedures pertaining to the role and regularly report on their performance using a range of KPIs and metrics. These include Incident, change, asset management and Access Management and Request Fulfillment
• In collaboration with other team managers, manages the configuration of the IT Service Management and call logging tool so that all call types are managed as efficiently and effectively as possible
• Maintains and manages the Service Desk Knowledgebase, document stores, and customer records, ensuring all information is accurate, relevant, accessible and understandable to all readers
• Plays a key role in the Support team’s Continuous Service Improvement Program and ensures agreed Processes and Procedures are followed
• Plays a lead role in transitioning new Services into Service Operation, ensuring the Service Desk’s requirements are clearly defined and delivered
• Builds and maintains good working relationships with customers, suppliers, and other technical areas in the
• Takes individual responsibility for the promotion and implementation of the values and leadership Imperatives
• Complies with health and safety procedures to ensure a safe working environment for self and other staff, including carrying out risk assessments and workplace inspections for those areas under the team’s control

Help Desk Manager, Tier Resume Examples & Samples

• Must have Bachelor's degree or equivalent
• Must have a Secret clearance
• 12-15 years of Help Desk or related experience to include software development lifecycle process and/or Help Desk operations
• Minimum 5 years’ experience in management
• Has managed a Tier II help desk with 20 agents
• Ability to communicate in a clear and concise manner
• Experience managing a Help Desk for a US Army ERP implementation
• Experience working in the US Army's HR functional field
• Experience in building or implementing a new Help Desk
• Experience with, PeopleSoft CRM
• Provide day to day oversite and guidance of Tier 1 help desk, Tier 2 Liaisons, HPC accounts, and outreach staff across HPCMP enterprise
• Create and maintain an effective Service Center environment for quality customer relations, timely and accurate updates of outreach information, as well as timely response to and resolution of user service tickets/requests in alignment with the organization's priorities
• Maintain, create, document update, and enforce Service Center process and procedures
• Maintain, create, document, and update user-related information for the Service Center
• Create an environment of continuous improvement within the Service Center
• Ensure proper process, procedure, and technical training for Service Center staff
• Develop and submit deliverables and reports for Service Center activities to include the collection and reporting of metrics on help desk and accounts performance for weekly and monthly reporting to SAIC and Government management
• Provide and exercise comparative selection criteria for new Service Center technology selection
• Aide in the installation and configuration of new Service Center tools/technology
• Experience with Service Ticketing systems, LiveTime preferred
• Experience generating, analyzing, and presenting Service Ticket metrics
• Ability to manage Tier 1 Help Desk as well as Outreach staff
• Organizational skills to balance and prioritize work in a dynamic work environment, and persistence to follow-through on tasks in the face of obstacles
• Ability to work as part of a multi-faceted team, and leadership skills to guide and mentor the work of less experienced personnel Desired skills
• High Performance Computing experience a huge plus
• LiveTime Help Desk tool a huge plus
• ITIL Cert is a plus
• HDI certs is a plus
• DoD8570 Certification
• OS certification
• A good understanding of user account provisioning is a plus
• Ensure customer service is timely and accurate
• Manage our help desk team and evaluate their performance, driving continuous improvement
• Actively respond to and resolve user issues
• Escalate critical business issues to the appropriate internal team for prompt resolution. Follow up to ensure resolution is timely and meets expectations
• Maintain best practices and internal metrics to ensure customer satisfaction and team productivity
• Create training plans and training to ensure the Help Desk team maintains system and business process knowledge
• Create reports to evaluate customer satisfaction and team productivity
• Communicate system and business issues with our user community
• Solicit input from business units to improve customer satisfaction
• Maintain current business and system knowledge
• Perform other duties as assigned or directed
• Equivalent to a four-year degree from and accredited college/university
• Customer service oriented with strong problem solving skills
• Proficiency with Microsoft Office products
• SAP experience strongly preferred
• French and/or Spanish language skills a plus
• Design, implement and maintain centralized Help Desk operation solutions including centralized contact points (voice, email, chat, self-service), incident and problem management system, knowledge base and change management system
• Define, manage and report on SLAs for Help Desk and IT department support using KPIs and customer feedback channels
• Lead a change management process across all teams within the IT department to ensure on-going changes are properly documented, communicated and reviewed retrospectively for continual process improvement
• Oversee departmental communications to the organization including notification and informational messages, training guides and other materials
• Handle support for organization VIPs and high-profile incidents
• Coordinate interaction of Help Desk team with other IT functions and business units to accomplish projects and resolve issues
• Train and mentor Help Desk to diagnose and resolve basic IT infrastructure issues
• Manage field support including consultants and vendors in support of operations
• 3-5 years of related IT or Call Center experience along with working technical knowledge of networking, infrastructure and application support
• Professional certifications strongly preferred (ITIL, HDI, Microsoft, etc.)
• Experience with call center voice solutions (Cisco, Toshiba) and IT management products for incident, problem and change management processes
• Comfortable under high-stress and exhibits poise and focus
• Effective prioritization and project management skills
• Demonstrated customer service and support skills
• Bachelor’s degree in Information Science, a related field or 3-5 years of related work experience

Technical Help Desk Manager Resume Examples & Samples

• Previous experience in ITIL/ITSM/COBIT service delivery methodologies
• Basic Networking understanding (DHCP/VLAN/DNS/Patch panels)
• Windows 7 / 10 Operating Systems, and Microsoft Active Directory working knowledge
• Working knowledge of Microsoft Exchange 2013
• Network Printing and Management
• Mobile Devices and Mobile Device Management
• PowerShell Scripting [Both Active Directory and Exchange Management]
• VOIP / SiP phone knowledge [ShoreTel / Polycom]
• KACE Systems Management
• Digital Signage Systems
• Audio Visual Systems [Crestron / Polycom]
• Ability to create reports and charts in Excel for reporting

Related Job Titles