service desk resume doc

• Successfully handled and resolved more than 1,000 technical issues in a quarter, ensuring business continuity.
• Collaborated on the implementation of new technologies that improved technical team productivity by 35%.
• Executed transformation projects enhancing the companies IT roadmap resulting in 25% cost reduction.
• Managed and trained a team of 5 junior IT support staff, increasing the efficiency by 30%.
• Reduced customer complaint rate by 50% by improving the technical problem-solving process.
• Implemented a IT onboarding process for new technologies reducing the adoption time by 40%.
• Implemented a new ticketing process using Jira improving the issue resolution time by 30%.
• Managed over 500 technical inquiries per month with a resolution rate of 98%.
• Played a key role in a city-wide project to upgrade all technical systems to the latest standards.

5 Service Desk Analyst Resume Examples & Guide for 2024

When crafting your service desk analyst resume, ensure it highlights your expertise in customer support. Showcase your proficiency in troubleshooting and resolving technical issues promptly. Demonstrate your strong communication skills and ability to document solutions clearly. Your resume should reflect your capacity to effectively liaise between IT departments and end-users.

All resume examples in this guide

Traditional

Resume Guide

Styling your service desk analyst resume: layout and format.

Designing your service desk analyst resume experience to grab recruiters' attention

Creating your service desk analyst resume skills section: balancing hard skills and soft skills

Optimizing the education and certification sections of your service desk analyst resume, summary or objective: maximizing the impact of the top third of your resume, extra sections to boost your service desk analyst resume, key takeaways.

Service Desk Analysts often struggle with articulating the technical nature of their job in a manner that's easily understandable and appealing to non-technical hiring managers. Our guide offers detailed instructions on how to translate complex IT terminologies into simple, action-oriented language that highlights your problem-solving skills and your ability to provide excellent customer service.

Dive into our concise guide to learn how to:

Show your service desk analyst career's brightest moments through your resume's summary, objective, and experience sections.
Explore top-notch service desk analyst resume examples to understand how to distinguish yourself from other candidates.
Identify the most sought-after service desk analyst skills and certifications in the industry.
Design a structured yet unique resume layout.

Upload your resume

Drop your resume here or choose a file . PDF & DOCX only. Max 2MB file size.

Consider incorporating design elements like icons or charts to enhance your resume's visual appeal and readability. But remember, the key is subtlety; don't let design overshadow content.

Key sections to include in your service desk analyst resume are:

The header - with your contact details (like email and phone number), a link to your portfolio, and a headline.
The summary (or objective) - highlighting the high points of your career so far.
The experience section - limit yourself to six bullets per role to focus on specific results.
The skills list - offering a balanced mix of your personal and professional talents.
Education and certification - displaying your most relevant degrees and certificates for the service desk analyst role.

What recruiters want to see on your resume:

Technical Proficiency: Demonstrable knowledge in IT services and systems, including software, hardware, and networks.
Customer Service Skills: Excellent interpersonal skills to provide top-notch customer service, both over the phone and in person.
Troubleshooting Abilities: Proven experience in diagnosing, troubleshooting, and resolving technical issues.
Incident Management: Experience with ticketing systems and familiarity with SLAs (Service Level Agreements).
Communication Skills: Ability to clearly explain technical issues to non-technical users.
How to Use Resume Lines
Resume in PDF or Word

Designing your service desk analyst resume experience to grab recruiters' attention

For the service desk analyst position, it's crucial to show how your expertise matches what they're looking for.

Your resume experience section can be a game-changer. Ensure you:

Feature roles most relevant to the service desk analyst job you're targeting.
Avoid diving too deep into ancient history - unless what you did a decade ago is super relevant to the service desk analyst role.
Structure each bullet to first describe what you did, followed by the skills you utilized, and then the impact of your efforts.
Quantify your achievements with numbers, possibly highlighting the broader impact on the organization.
Emphasize transferable skills - those you've gained in past roles that could be valuable in your new role. This showcases your unique professional value.

Crafting the experience section doesn't mean detailing every job you've ever had. Check out the service desk analyst resume samples below to see how top professionals present their experience.

Provided technical support to end-users, resolving over 200 hardware and software issues per month.
Collaborated with cross-functional teams to implement a knowledge base system, resulting in a 30% reduction in support ticket resolution time.
Conducted training sessions for new hires on IT processes and best practices.
Managed and maintained inventory of computer equipment, ensuring accurate asset tracking and timely replacements.
Delivered exceptional customer service, achieving a satisfaction rating of 95% from end-users.
Supported and administered Active Directory accounts, managing user access and permissions.
Performed troubleshooting and diagnosis of network connectivity issues, reducing downtime by 20%.
Collaborated with vendors to procure and deploy hardware and software upgrades, enhancing system performance.
Assisted in the implementation of an Incident Management System, streamlining ticket handling processes.
Provided first-level technical assistance to end-users, achieving a 85% average first-call resolution rate.
Created and updated documentation for standard operating procedures, enabling efficient knowledge sharing.
Contributed to the development of self-help resources, reducing reliance on external support by 25%.
Responded to service requests and incident tickets, maintaining a high level of customer satisfaction.
Performed hardware and software installations, ensuring compatibility and adherence to company standards.
Assisted in the setup and configuration of virtual desktop infrastructure, supporting remote work capabilities.
Collaborated with team members on IT projects, such as system upgrades and migrations.
Provided end-user support via phone, email, and in-person, troubleshooting technical issues effectively.
Administered user accounts and permissions in Active Directory and various business applications.
Managed and resolved incidents within defined service level agreements (SLAs).
Assisted in the development and implementation of an automated ticketing system, improving efficiency by 15%.
Coordinated with cross-functional teams to ensure timely resolution of critical incidents, minimizing business impact.
Developed and updated knowledge base articles to enable self-service for common IT issues.
Participated in the rollout of a new IT service management (ITSM) tool, improving incident tracking and reporting.
Conducted root cause analysis for major incidents, identifying and implementing preventive measures.
Provided remote support to a geographically dispersed user base, ensuring seamless access to IT services.
Collaborated with second and third-level technical teams to resolve complex issues within prescribed SLAs.
Assisted in the migration of email services to a cloud-based platform, improving reliability and scalability.
Implemented proactive monitoring solutions to identify and address potential system vulnerabilities.
Performed data analysis on support ticket trends, identifying areas for process improvement.
Led a team of service desk analysts, providing guidance and support for incident management.
Developed and conducted training programs for end-users, promoting self-help and reducing support dependency.
Contributed to the development of a service catalog, enhancing service request fulfillment efficiency.
Managed service desk operations, ensuring adherence to service level agreements and key performance indicators.
Implemented ITIL best practices, resulting in improved incident response and resolution times.
Coordinated with vendors and suppliers to ensure timely delivery of IT equipment and software licenses.
Participated in the evaluation and selection of a new ITSM tool, leading to enhanced service management capabilities.
Provided on-site support during system upgrades, minimizing user disruptions and ensuring smooth transitions.
Managed a team of service desk analysts, conducting performance evaluations and fostering professional growth.
Implemented a centralized asset management system, improving inventory tracking accuracy by 20%.
Developed and implemented IT policies and procedures, ensuring compliance with industry regulations.

Quantifying impact on your resume

Include the number of end-users you supported on a daily or monthly basis to underline the volume of work you can handle.
List the percentage reduction in service tickets or issues following your input, demonstrating problem-solving skills and effectiveness.
Mention the number of IT projects you've participated in or led, showing your project management and teamwork abilities.
Note the average wait time for users before and after your involvement, suggesting your ability to improve efficiency and customer satisfaction.
Enumerate any quantitative achievements related to system uptime or reliability, displaying your contribution to business continuity.
Specify the diversity in types of software, hardware, or systems you have experience with, proving your versatility and adaptability.
Detail the size of the team(s) you've worked within, indicating your ability to collaborate in different team dynamics.
Report any key performance indicators (KPIs) that you have consistently met or exceeded, showcasing your commitment to achieving objectives.

Strategies for candidates with limited or no experience

Even if you're light on experience, other facets of your service desk analyst resume can resonate with job requirements:

Education: Detail skills acquired that dovetail with job expectations.
Internships & Temporary Roles: Spotlight roles that underscore your relevant expertise.
Skills: Address both foundational and nuanced job qualifications.
Strengths & Achievements: Illuminate the distinct value you bring, even if you're newer to the industry.
Resume Without Work Experience
Resume Job Description

When detailing your career journey, there's no need to delve deep into early roles. Prioritize what resonates with recruiters. For senior positions, a decade-long retrospective can effectively illustrate your evolution.

Recruiters hiring for service desk analyst roles are always keen on hiring candidates with relevant technical and people talents.

Hard skills or technical ones are quite beneficial for the industry - as they refer to your competency with particular software and technologies.

Meanwhile, your soft (or people) skills are quite crucial to yours and the company's professional growth as they detail how you'd cooperate and interact in your potential environment.

Here's how to describe your hard and soft skill set in your service desk analyst resume:

Consider what the key job requirements are and list those towards the top of your skills section.
Think of individual, specific skills that help you stand out amongst competitors, and detail how they've helped you succeed in the past.
Look to the future of the industry and list all software/ technologies which are forward-facing.
Create a separate, technical skills section to supplement your experience and further align with the service desk analyst job advert.

Find the perfect balance between your resume hard and soft skills with our two lists.

Top skills for your service desk analyst resume

ITIL Knowledge

Issue Tracking Systems (like JIRA)

Knowledge of Operating Systems (Windows, MacOS, Linux)

Troubleshooting Hardware/Software Issues

Understanding of Network Technologies (LAN, WAN, VPN)

Familiarity with Cloud Platforms (AWS, Azure, Google Cloud)

Ticketing System Experience (like ServiceNow)

Remote Desktop Tools

Basic Programming Knowledge

Cybersecurity Principles

Problem Solving

Communication Skills

Customer Service Orientation

Time Management

Adaptability

Attention to Detail

Teamwork and Collaboration

Critical Thinking

Multitasking

Consider dedicating a separate skills section on your service desk analyst resume to showcase your technical proficiencies, especially if you want to highlight specific software expertise.

Your education and certification sections can be game-changers on your service desk analyst resume, showcasing your commitment to professional growth.

For the education section :

Highlight advanced education, noting the institution and duration.
If you're currently studying, mention your expected graduation date.
Exclude degrees that don't align with the job's requirements.
If relevant, delve into your academic journey, spotlighting significant achievements.

When listing degrees and certifications:

Feature those directly relevant to the role.
Highlight recent and significant knowledge or certifications at the top of your resume.
Provide essential details like the issuing institution and dates for credibility.
Avoid listing irrelevant degrees or certifications, such as your high school diploma or unrelated specializations.

Remember, even if you're tempted to omit your education or certifications, they can offer a competitive edge, signaling a long-term commitment to the industry.

Best certifications to list on your resume

CompTIA A+ - CompTIA
MCSA: Windows 10 - Microsoft
CCNA Routing and Switching - Cisco
ITIL Foundation - ITIL
AWS Certified SysOps Administrator - Amazon Web Services

If you're in the process of obtaining your certificate or degree, list the expected date you're supposed to graduate or be certified.

Expected Graduation Date Resume
Activities Resume for College

The top third of your service desk analyst resume is crucial. It's often the first thing recruiters see and can set the tone for the rest of your application.

Whether you choose a resume summary or a resume objective , make it count. The former is great for showcasing career highlights, while the latter balances your achievements with your future aspirations.

Both should be tailored to the role, as there's no universal approach to crafting the perfect service desk analyst summary or objective. Use the examples below as a starting point.

Resume summary and objective examples for a service desk analyst resume

With an impressive 10-year career in IT support, this professional comes equipped with a firm grasp of troubleshooting frameworks and exceptional interpersonal skills. Having collaborated on various high-stake projects at IBM, they played a pivotal role in achieving a 98% customer satisfaction rate in their previous position.
A seasoned software engineer from Google, transitioning into service desk analysis after discovering a passion for providing technical assistance. Wields an extensive knowledge of programming languages and has consistently been praised for their ability to swiftly resolve complex system issues. Their crowning achievement includes reducing system down-time by 20%.
An accomplished financial analyst from Amazon, now seeking to leverage their analytical prowess in the realm of service desk analysis. They possess a strong background in problem-solving and data interpretation, having led a team that significantly improved operational efficiency by 30%, using data-driven strategies in their former role.
Holding 7 years of experience in telecommunications, this applicant is no stranger to handling intricate technical inquiries and complex problem resolution. During their tenure at Verizon, they were instrumental in enhancing the efficiency of customer-facing applications while achieving a commendable reduction in backend errors.
Certified in ITIL practices and armed with a Computer Science degree, this recent graduate is eager to embark on a Service Desk Analyst career path. Aiming to apply exceptional problem-solving skills and a deep understanding of technology to efficiently resolve user issues and contribute to company growth.
Aspiring to initiate a career as a Service Desk Analyst, this individual brings forth a robust academic foundation in Information Technology. They are eager to employ their advanced knowledge of networking principles and hardware diagnosis, as well as their outstanding communication skills, to aid in the facilitation of smooth operations within a dynamic tech environment.

Recruiters love candidates who offer more. Share your personality or extra industry credentials. Consider adding:

Projects showcasing standout work.
Top awards or recognitions.
Relevant publications .
Hobbies and interests that reveal more about you.
Your resume's layout should be both visually appealing and content-rich.
Emphasize achievements that resonate with the job's requirements.
Detail your skills, both technical and interpersonal, with real-world examples.
Ensure the top section of your resume provides a clear snapshot of who you are and what you offer.
When detailing experience, focus on tasks, actions, and their outcomes.

Looking to build your own Service Desk Analyst resume?

Resume Examples

How to Write an International Resume for a Job Abroad

What font should a resume be in, 15 top career coaches and coaching services to help you succeed, how do i make a professional resume, how to explain employment gap on resume, megan's project manager resume got her 2 job offers in 3 months.

Create Resume
Terms of Service
Privacy Policy
Cookie Preferences
Resume Templates
AI Resume Builder
Resume Summary Generator
Resume Formats
Resume Checker
Resume Skills
How to Write a Resume
Modern Resume Templates
Simple Resume Templates
Cover Letter Builder
Cover Letter Examples
Cover Letter Templates
Cover Letter Formats
How to Write a Cover Letter
Resume Guides
Cover Letter Guides
Job Interview Guides
Job Interview Questions
Career Resources
Meet our customers
Career resources
English (UK)
French (FR)
German (DE)
Spanish (ES)
Swedish (SE)

Made with love by people who care.

Service Desk Analyst Resume Examples and Templates

This page provides you with Service Desk Analyst resume samples to use to create your own resume with our easy-to-use resume builder . Below you'll find our how-to section that will guide you through each section of a Service Desk Analyst resume.

Service Desk Analyst Resume Sample and Template

What do Hiring Managers look for in a Service Desk Analyst Resume

Technical Proficiency: Strong understanding of IT systems and the ability to diagnose and resolve technical issues efficiently.
Customer Service Skills: Excellent customer service and communication skills to assist users and address their IT-related concerns.
Problem-Solving Abilities: Capability to analyze and troubleshoot technical problems and provide timely solutions.
Documentation Skills: Attention to detail in documenting and maintaining records of user issues and resolutions.
Time Management: Efficiently manage and prioritize multiple support requests while adhering to service level agreements (SLAs).

How to Write a Service Desk Analyst Resume?

To write a professional Service Desk Analyst resume, follow these steps:

Select the right Service Desk Analyst resume template.
Write a professional summary at the top explaining your Service Desk Analyst’s experience and achievements.
Follow the STAR method while writing your Service Desk Analyst resume’s work experience. Show what you were responsible for and what you achieved as a Service Desk Analyst.
List your top Service Desk Analyst skills in a separate skills section.

How to Write Your Service Desk Analyst Resume Header?

Write the perfect Service Desk Analyst resume header by:

Adding your full name at the top of the header.
Add a photo to your resume if you are applying for jobs outside of the US. For applying to jobs within the US, avoid adding photo to your resume header.
Add your current Service Desk Analyst position to the header to show relevance.
Add your current city, your phone number and a professional email address.
Finally, add a link to your portfolio to the Service Desk Analyst resume header. If there’s no portfolio link to add, consider adding a link to your LinkedIn profile instead.
Bad Service Desk Analyst Resume Example - Header Section

Rayna 7704 Clay St. Huntley, IL 60142 Marital Status: Married, email: [email protected]

Good Service Desk Analyst Resume Example - Header Section

Rayna Walton, Huntley, IL, Phone number: +1-555-555-5555, Link: linkedin/in/johndoe

Make sure to add a professional looking email address while writing your resume header. Let’s assume your name is John Doe - here is a formula you can use to create email addresses:

For a Service Desk Analyst email, we recommend you either go with a custom domain name ( [email protected] ) or select a very reputed email provider (Gmail or Outlook).

How to Write a Professional Service Desk Analyst Resume Summary?

Use this template to write the best Service Desk Analyst resume summary: Service Desk Analyst with [number of years] experience of [top 2-3 skills]. Achieved [top achievement]. Expert at [X], [Y] and [Z].

How to Write a Service Desk Analyst Resume Experience Section?

Here’s how you can write a job winning Service Desk Analyst resume experience section:

Write your Service Desk Analyst work experience in a reverse chronological order.
Use bullets instead of paragraphs to explain your Service Desk Analyst work experience.
While describing your work experience focus on highlighting what you did and the impact you made (you can use numbers to describe your success as a Service Desk Analyst).
Use action verbs in your bullet points.

Service Desk Analyst Resume Example

Service Desk Analyst

Created mailboxes and managed access delegation for email accounts.
Provided remote troubleshooting support for software and hardware issues.
Served as the first point of contact for all IT issues within the organization.
Sent notifications to relevant entities regarding planned maintenance and incidents.
Demonstrated knowledge of incident, request, problem, and change management processes.
Possessed a thorough understanding of ITIL concepts and best practices.

IT Service Desk Analyst Resume Example

IT Service Desk Analyst

Created new user profiles, monitored access levels, granted special permissions, and managed accounts on Salesforce CRM.
Utilized Service-Now and CASD ITSM ticketing tools to log issues, interactions, reports, and incidents, and triaged them to the Level-2 Support Team.
Provided face-to-face support for all IT-related hardware and software concerns.
Attended to service requests promptly and addressed them in a timely manner.
Troubleshot application, hardware, user, and networking issues to restore normal service functionality.

Service Desk Analyst (Intern) Resume Example

Service Desk Analyst (Intern)

Provided first-level technical assistance via phone and electronically for all IT-related issues and requests.
Identified potential issues, troubleshooted application-related problems, and escalated them as needed.
Supported and troubleshooted end-users with their use of internal applications.
Identified and escalated situations requiring urgent attention.
Escalated recurring problems to the Service Desk supervisor.
Followed up with end-users to provide status updates in accordance with Service Level guidelines.
Supported the company's content management and file-sharing application.
Coordinated and collaborated with other technical support groups, serving as a single point of contact for end-users.
Initiated and completed onboarding and offboarding activities for new hires and departures.
Provided training on the functionalities and capabilities of file sharing and other internal applications.
Logged all incidents and requests in the ITSM tool.
Provided technical assistance for troubleshooting network problems through inbound calls, emails, and outbound tele-support.
Assisted the network team by configuring computer systems, diagnosing software problems, and managing Windows Server 2008 R2 and 2012.
Utilized ticketing software such as Zendesk for issue tracking and resolution.
Maintained a strong record of accomplishment for collaborating with cross-functional and cross-cultural teams.
Delivered timely resolutions for customer issues and queries while adhering to defined SLAs and KPIs.
Proficiently collected issue-related information from customers and escalated it to the appropriate help desk level associate.
Supported peers in installing and analyzing applications and tools.
Executed daily tasks within the ITIL framework.
Prepared and maintained audit reports for a year.

Senior Service Desk Analyst Resume Example

Senior Service Desk Analyst

Managed, received, and logged calls via telephone and email.
Provided 1st and 2nd line support, troubleshooting IT-related problems ranging from software to hardware, including laptops, PCs, and printers.
Escalated unresolved calls to other departments, such as Infrastructure.
Maintained a high degree of customer service for all support queries and adhered to all service management principles.
Troubleshot network issues.
Managed user accounts on Active Directory, including tasks such as handling new starters, leavers, folder permissions, and password resets.
Documented all calls on the call logging system.
Configured emails and VPN for users.
Attended on-site visits when problems couldn't be resolved remotely.

Multilingual Service Desk Analyst Resume Example

Multilingual Service Desk Analyst

Identified and troubleshooted desktop and notebook problems, including hardware and software issues, network problems, and printer-related concerns, through phone calls, chat, email, or online ticket submissions.
Engaged directly with end-users via phone, chat, and email to provide technical support.
Delivered services in multiple languages, including French, Spanish, and English.
Effectively managed incoming support requests from internal staff using various communication channels such as telephone, email, and web portals.
Prioritized customer satisfaction by following ITIL processes and efficiently addressing incoming requests.
Maintained thorough documentation for each request, including all interactions with end-users and the solutions provided.
Delivered level 1 technical support via telephone and email to assist users with computer software and hardware issues.
Addressed user inquiries, guided them through troubleshooting steps, and resolved problems effectively.
Executed commands and monitored system operations to ensure proper functionality and identify errors.
Analyzed information and assessed outcomes to select the most suitable solutions for issue resolution.
Stayed current with technical knowledge by leveraging end-user feedback, collaborating with peers, and referring to knowledge base articles.
Demonstrated commitment to delivering exceptional customer service and adhering to industry best practices.
Possessed a composed and confident telephone demeanor, capable of setting clear expectations and providing reassurance to users.
Managed support tickets efficiently, including triaging, collecting minimum data sets, categorizing, prioritizing, and assigning tasks to maintain key performance indicators.
Took ownership of support tickets, maintained regular communication with users to provide progress updates, and acted as a subject matter expert, escalating issues when necessary.
Maintained a proactive mindset, closing knowledge gaps, and minimizing waste.
Contributed to the development of technical support articles in the knowledge management database.
Promoted service improvement by creating process and procedure documentation.
Executed critical procedural tasks accurately and promptly, including handling starter, mover, and leaver requests, as well as access provisioning.
Proficiently identified and managed InfoSec, risk, and compliance issues.
Demonstrated the ability to work independently while also supporting colleagues and the broader IT function.
Assisted with major incident management and problem management processes when required.
Conducted investigations into minor security breaches in accordance with established procedures.
Assisted users in defining their access rights and privileges, and operated agreed logical access controls and security systems.
Maintained detailed security records and documentation.
Identified and resolved issues with bespoke applications, utilizing application management software and performing applications maintenance tasks.
Administered user accounts and permissions using Active Directory.
Managed Microsoft Exchange 2010, including creating mailboxes and distribution groups.
Provided support for Microsoft Office 2010.
Administered and troubleshooted Active Directory.
Installed printers and promptly addressed printer-related issues.
Responded to support requests by providing information to facilitate incident resolution and allocated unresolved calls as appropriate.
Supervised and provided guidance to a team of 13 Service Desk team members.
Managed the full operations of the Service Desk in the absence of the Service Desk Manager.
Coordinated the response and communications for priority 1 incidents.
Implemented a training plan for the Service Desk and conducted training sessions for new team members.
Led sessions to enhance the skills of team members, improving performance and meeting Service Level Targets.
Assisted in performance management of underperforming team members.
Developed and managed rosters, serving as the first point of contact for shift changes and leave requests.
Conducted interviews for vacant Service Desk Analyst positions.
Represented the Service Desk team in weekly meetings with the General Manager of IT and IT team leads.
Participated in the Officeworks Future Leaders program and contributed to the successful deployment of a new ServiceNow instance while overseeing day-to-day Service Desk operations.

Top Service Desk Analyst Resume Skills for 2023

IT Ticketing Systems
Incident Management
Problem Solving
Technical Troubleshooting
Customer Support
Remote Desktop Support
Active Directory Management
Hardware and Software Diagnosis
Windows Operating Systems
Microsoft Office Suite
Knowledge Base Management
ITIL (Information Technology Infrastructure Library)
Service Level Agreements (SLAs)
User Account Management
Network Connectivity Troubleshooting
Email Configuration and Support
VPN Support
Printer and Peripheral Troubleshooting
Mobile Device Support (iOS, Android)
Password Reset and Account Recovery
IT Security Awareness
Hardware Installation and Setup
Software Installation and Updates
Remote Assistance Tools
System and Application Logging
Virtual Private Networks (VPNs)
IT Documentation
Communication Skills
End-User Training
Incident Escalation Procedures
Remote Support Tools (e.g., TeamViewer, Remote Desktop)
Active Directory User Management
IT Asset Management
Network Printer Configuration
Antivirus Software Support
Incident Reporting
Knowledge Base Article Creation
Patch Management
Microsoft Exchange Support
Mobile Device Management (MDM)
Windows Server Administration
Firewall Rules and Configuration
Network Protocols (TCP/IP, DNS, DHCP)
Troubleshooting Remote Access
Service Desk Metrics Analysis
Incident Trend Analysis
Problem Management
Root Cause Analysis
Change Request Management
IT Service Desk Best Practices

How Long Should my Service Desk Analyst Resume be?

Your Service Desk Analyst resume length should be less than one or two pages maximum. Unless you have more than 25 years of experience, any resume that’s more than two pages would appear to be too long and risk getting rejected.

On an average, for Service Desk Analyst, we see most resumes have a length of 2. And, that’s why we advise you to keep the resume length appropriate to not get rejected.

Select Your Language:

Service Desk Analyst Resume Samples

A Service Desk Analyst is an IT professional who supports in resolving issues pertaining to software and hardware. The common job description includes tasks like – responding to users inquires, assessing problems and issues, helping users with their problems, and working closely with the IT department to provide assistance. The Service Desk Analyst Resume also mentions the following duties – handling incoming queries, resolving issues , managing the flow of support requests, determining the scope of support requests, resolving IT support requests , escalating advanced cases, maintaining a record of each service, performing system testing and updates; and maintaining IT documentation .

To provide such technical support to the organization, the company will look forward to such skills as – excellent technical and computer skills, knowledge of installation, peripherals, and software; ability to understand the history of hardware and software issues; and time-management skills. Job applicants interested in this field tend to have an education in computer-related fields.

Resume Samples
Service Desk Analyst

Service Desk Analyst Resume

Objective : To secure a position that will allow me to utilize my skills and experience to benefit a growing company.

Skills : Microsoft Office.

Description :

Incident Manager for multiple customer accounts.
Evaluate service desk analyst issues and assign corrective actions.
Working with 2nd level to resolve high priority issues in a timely manner for client.
Answered a constant flow of customer calls with up to 50 calls in queue per minute.
Gathered and verified all required customer information for tracking purposes.
Accurately documented, researched and resolved customer service issues.
Acted professionally and patiently when addressing negative customer feedback.

IT Service Desk Analyst Resume

Objective : Service-oriented, hands-on Technical Support with excellent communication and leadership skills. Strong track record of responsive and respectful service, cost-conscious service-level maintenance, and empowering IT team leadership. Proven ability to understand an organization's critical support requirements, identify deficiencies and opportunities, and develop innovative solutions for increasing IT reliability.

Skills : Management, Networking, Technical Support, Telecommunications.

Responsible for prompt resolutions of all incidents brought to the attention of the Service Desk that notifies senior management of non-routine problems or issues.
Develop service level objective and supervise the team to ensure objectives are achieved or exceeded.
Develop company standards for workstations and computer peripherals.
Monitor service calls to make certain proper procedures and policies are followed, ensuring that quality support is provided and customer satisfaction is achieved.
Provide support for windows clients as needed with regards to VPN, network connectivity, hardware/software issues, etc.
Lead and support in-house software rollouts and enterprise desktop applications and hardware refreshes and similar projects.
Supervise team and provide leadership, training, mentoring, coaching, and direction.
Enter and report technical problems, causes and solutions within our Service Desk Plus ticket management tool.

Service Desk Analyst I Resume

Headline : Service Desk Analyst position in a reputed firm. Ability to analyze and resolve support requests, from the end users. Ability to troubleshoot from different perspectives.

Skills : Microsoft Office, Windows XP, Vista, 7,10.

Assist employees with changes to Administrator Accounts, Passwords and Domain Privileges in Active Directory as required.
Experience supporting Windows 7, Citrix and installing and configuring desktop, laptops and Printers.
Provided phone support and support through email to correctly identify, escalate, resolve or quantify and document the results for support issues.
Perform or escalate internal and remote customer support issues for the network, desktops, applications, telephones, faxes, videoconference equipment, and mobile devices.
Provides support for remote users (VPN and other connectivity issues).
Create Knowledgebase articles and utilizes resources such as websites and help desk tools to locate solutions to known problems.
Experience with Exchange Server administration and SAP modules.

Sr. Service Desk Analyst Resume

Summary : Monitor various networks for availability and connectivity, respond to alarms following established procedures and provide emergency operations support, including making severe weather announcements.

Skills : Microsoft Windows.

Sr. Service Desk Analyst Resume Template

Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
Uses the appropriate CTI categories for logging incidents and requests.
Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
Analyzes and resolves incidents and requests regarding use of application software or hardware.
Logs and tracks incidents and requests from identification through resolution.
Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
Documents resolutions and updates self-help and staff knowledge bases.

Service Desk Analyst II Resume

Objective : A dedicated and proactive IT professional who fosters a positive team environment. Goal-oriented self-starter who is motivated to succeed. Ability to multi-task and juggle competing priorities utilizing critical problem-solving skills, and ability to work both independently and as part of a team. Excellent communication skills. Resilient and results-oriented, geared toward efficiency,.

Skills : Citrix, Active Directory, Remedy, Linux, Windows 7, Vmware.

Directly working with and assisting high profile and essential domestic and international personnel.
Handling, transferring, and securing of Classified and Sensitive documentation.
Recommend and ensure compliance with policies, procedures, and standards.
Work collectively with various technical action groups with account creation, termination, transferal, and restoration.
Walk users through installing local and network hardware devices such as printers on workstations.
Perform remote desktop operations to assess software configuration malfunctions and overall system operation.
Assist with troubleshooting Microsoft applications which include restoring personal files, configuration MS Office Suite, and restoring connection of Outlook application.
Utilize Remedy ticketing system to track/route problems or requests and document solutions.

Service Desk Analyst III Resume

Summary : Over 15 years in customer service, sales, hospitality, IT support and supervisory/management. Excellent communication skills both written and verbal. Familiar with all computer technology including Apple iOS, OSX software.

Skills : Applied experience developing/implementing java & web.

Provide support to global workforce via telephone, email or instant message.
Troubleshoot and resolve hardware, software, application, network, user access, or related issues.
Create Tickets and document all activities in helpdesk ticketing systems engineering, and/or identify and correct core problem.
Address client questions using available information resources.
Comply with Corporate IT Service Management and Service Desk policies, procedures and directives.
Working knowledge and hands-on support of Windows 2003, Windows XP and Windows 7 in an Active Directory environment.
Experience supporting smart phones including IPhone, and Android models.
Provide evening and weekend support (off- hours support), as assigned, on a rotating basis.

Jr. Service Desk Analyst Resume

Objective : Seek an entry level position within the IT field. As well as inquire recognition within a company to utilize my skills and to acquire knowledge and growth to make a contribution to a company.

Skills : Experienced CSR, Good Oral/Written Communication.

Jr. Service Desk Analyst Resume Template

Receive incoming calls from clients such as, Detroit Medical Center (DMC), Barnabas Health, and Dignity Health.
Provide first level support; document each call verifying customer information and including all troubleshooting steps.
Research, resolve, and respond to questions received via telephone calls, emails, and callbacks in a timely manner, escalate problems to appropriate individual.
Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction.
Acquire and maintain current knowledge of relevant product offerings, mentor other team members and provide enhanced quality support methods when applicable.
Coordinate and participate in team/service desk special projects; may develop, define, and communicate user and technical policies for products supported.
Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers.
Mentor, coach and provide and feedback/assistance to other service desk staff on an as needed basis.

Lead Service Desk Analyst Resume

Objective : To be a major contributor to your company where I can utilize and continually improve my communication, technical/customer support, administration and troubleshooting abilities.

Skills : Microsoft Office, Windows, Jabber, Citrix.

Responsible for providing technical support for all employees and business partners.
Provide remote support for all proprietary internal and external applications.
Provide support for all issues pertaining to Windows, Microsoft Office, Java among many other applications.
Responsible for escalating all hardware related issues to the appropriate vendor.
Responsible for managing all helpdesk tickets, emails and voicemails.
Responsible for handling and routing all escalated issues.
Responsible for assisting other agents as needed.

Service Desk Analyst/Network Engineer Resume

Objective : Customer focused for the last 15 years of work history. That experience has helped me develop relationships with people and businesses alike. I am actively seeking to become part of a Human Resources team to enhance my skills to enhance the team.

Skills : Ms Office Suite.

Service Desk Analyst/Network Engineer Resume Model

Utilized Remedy software to log trouble tickets for approximately 40 - 65 service calls per day.
Credited amongst top performers within service department.
Receive regular recognition for providing exceptional customer service, including no less than 11 emails from customers complimenting customer service skills.
Leverage all service desk resources in order to resolve incidents beyond the scope of general troubleshooting.
Maintain strong and positive customer relationships through problem understanding, prompt communication and timely resolution or escalation of issues.
Use analytical software to log and track incidents until a resolution has been met.
Preserve all service operations and corrective actions taken through the use of detailed technical documentation.

Service Desk Analyst/Specialist Resume

Summary : IT contracting field, and provided with opportunities to learn a wide variety of skills, from software and hardware diagnosis and repair to system administration. Looking for a position with IT industry and find challenges which allow me to expand my skill set.

Skills : Proficiency in customer relationship management (CRM) and task management software.

Service Desk Analyst/Specialist Resume Example

Serve as initial point of contact for Kaiser Permanente Physician, Clinical, and Business Clients.
Provide application support and instructions that restore functionality.
Access and identify issues that impact patient care, system, and business continuity.
Gather information in a strategic manner to acquire most relevant details.
Document and frame the client's concerns by providing pertinent information necessary to assist and resolve problems.
Coordinate with internal, external, and third party clients.
Demonstrate the ability to remain professional and calm during stressful situations.
Follow appropriate processes and procedures to secure patient information, confidentiality, and safety.

Service Desk Analyst Head Resume

Objective : Provided IT support and customer service to SAIC's government contracts. Prior to working for SAIC, spent 1 year performing system administration duties for a medical office. I specialize in education, training, outage management, escalations, and problem solving with extensive experince with Active Directory, VPN, Novell, Mainframe, Remedy, Anti-Virus, Windows, and web support.

Skills : Outlook, VPN, VPN, Documentation.

Service Desk Analyst Head Resume Example

Provided exemplary support to the contract's customer by troubleshooting various technical issues.
Created and resolved or assigned tickets in Remedy.
Part of the QA team, Encryption Support, and TECS Tier II Support.
Worked with Trainer to redesign the new hire training program.
Include: Provided excellent customer service support resulting in high survey scores, positive survey comments, and approbations emailed directly to management.
Accepted additional responsibilities including Outage Management and the CIO Management Report.
Suggested Knowledge base updates to ensure information is current.
Suggested moral boosting ideas with management.

Summary : To obtain a position that utilizes my technical skills & furthers my career in a Desktop Support, System Administration, Help Desk, Computer Support Specialist or any other Technical Support type role.

Skills : Microsoft Windows 7, Microsoft Office 2010, Network Troubleshooting, Lotus Notes, Active Directory.

Handled troubleshooting and system support for 1000+ end-users of the Secure Access Management Services system, including hardware, applications, installations and configurations.
Performed extensive research to analyze, validate and verify identification requests.
Managed daily escalations and closure of work tickets.
Monitored system functionality for identifying, researching and resolving routine technical issues.
Reported complex system issues to senior management to expedite resolution as required.
Made recommendations on system and procedural improvements.
Served as point of contact for end users to report problems and assist to raise service requests.

Recent posts, 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., unlock the power of over 10,000 resume samples., take your job search to the next level with our extensive collection of 10,000+ resume samples. find inspiration for your own resume and gain a competitive edge in your job search., get hired faster with resume assistant., make your resume shine with our resume assistant. you'll receive a real-time score as you edit, helping you to optimize your skills, experience, and achievements for the role you want., get noticed with resume templates that beat the ats., get past the resume screeners with ease using our optimized templates. our professional designs are tailored to beat the ats and help you land your dream job..

IT Service Desk Resume Sample

The resume builder.

Create a Resume in Minutes with Professional Resume Templates

Work Experience

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

Professional Skills

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

How to write IT Service Desk Resume

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

Your contact information
Work experience
Skill listing

Contact Information For IT Service Desk Resume

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

First and last name
Telephone number

Work Experience in Your IT Service Desk Resume

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

Representative IT Service Desk resume experience can include:

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

Education on an IT Service Desk Resume

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

Additional details to include:

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

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

Professional Skills in IT Service Desk Resume

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

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

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

List of Typical Experience For an IT Service Desk Resume

Experience for manager, it service desk resume.

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

Experience For IT Service Desk Supervisor Resume

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

Experience For IT Service Desk Coordinator Resume

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

Experience For IT Service Desk Engineer Resume

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

Experience For IT Service Desk Agent Resume

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

Experience For It-service Desk Analyst Resume

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

Experience For IT Service Desk Shift Supervisor Resume

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

Experience For IT Service Desk Change & Project Process Coordin Resume

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

Experience For Technical IT Service Desk Analyst Resume

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

Experience For IT Service Desk, Department Manager Resume

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

List of Typical Skills For an IT Service Desk Resume

Skills for manager, it service desk resume.

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

Skills For IT Service Desk Supervisor Resume

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

Skills For IT Service Desk Coordinator Resume

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

Skills For IT Service Desk Engineer Resume

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

Skills For IT Service Desk Agent Resume

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

Skills For It-service Desk Analyst Resume

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

Skills For IT Service Desk Shift Supervisor Resume

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

Skills For IT Service Desk Change & Project Process Coordin Resume

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

Skills For Technical IT Service Desk Analyst Resume

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

Skills For IT Service Desk, Department Manager Resume

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

List of Typical Responsibilities For an IT Service Desk Resume

Responsibilities for manager, it service desk resume.

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

Responsibilities For IT Service Desk Supervisor Resume

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

Responsibilities For IT Service Desk Coordinator Resume

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

Responsibilities For IT Service Desk Engineer Resume

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

Responsibilities For IT Service Desk Agent Resume

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

Responsibilities For It-service Desk Analyst Resume

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

Responsibilities For IT Service Desk Shift Supervisor Resume

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

Responsibilities For IT Service Desk Change & Project Process Coordin Resume

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

Responsibilities For Technical IT Service Desk Analyst Resume

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

Responsibilities For IT Service Desk, Department Manager Resume

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

Related to IT Service Desk Resume Samples

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

Explore Jobs

Jobs Near Me
Remote Jobs
Full Time Jobs
Part Time Jobs
Entry Level Jobs
Work From Home Jobs

Find Specific Jobs

$15 Per Hour Jobs
$20 Per Hour Jobs
Hiring Immediately Jobs
High School Jobs
H1b Visa Jobs

Explore Careers

Business And Financial
Architecture And Engineering
Computer And Mathematical

Explore Professions

What They Do
Certifications
Demographics

Best Companies

Health Care
Fortune 500

Explore Companies

CEO And Executies
Resume Builder
Career Advice
Explore Majors
Questions And Answers
Interview Questions

Service Desk Analyst resume examples for 2024

Service desk analysts require a range of technical and soft skills. They must be able to troubleshoot technical issues, provide excellent customer service, and work ethically. They must also be proficient in tools like Remedy, Citrix, and VPN. In addition, they need to be able to document issues and resolutions in call tracking applications and update knowledge bases. They may also need to assist with the functionality of hardware, network connectivity, and software implementations, as well as provide remote support and troubleshooting.

Service Desk Analyst resume example

How to format your service desk analyst resume:.

Use the same job title on your resume as the one in the job posting for a service desk analyst position.
Highlight your accomplishments in your work experience section, such as improving the ticketing system or resolving complex technical issues. Keep your resume to one page for easy reading by recruiters and hiring managers. Here's an example: 'Analyzed ticketing system and made design recommendations for more efficiency and better customer support. Resolved computer system problems, including coordination between users and enterprise infrastructure support staff.'
Recruiters and hiring managers prefer specific, quantifiable achievements over general responsibilities. Use action verbs and numbers to describe your accomplishments, such as 'Increased first contact resolution by 20% through process improvements and training.' Here's an example: 'Provided remote support and troubleshooting and escalated incidents to appropriate second level support as required, resulting in a 98% customer satisfaction rate.'

Choose from 10+ customizable service desk analyst resume templates

Choose from a variety of easy-to-use service desk analyst resume templates and get expert advice from Zippia’s AI resume writer along the way. Using pre-approved templates, you can rest assured that the structure and format of your service desk analyst resume is top notch. Choose a template with the colors, fonts & text sizes that are appropriate for your industry.

Service Desk Analyst resume format and sections

1. add contact information to your service desk analyst resume.

Service Desk Analyst Resume Contact Information Example # 1

Dhruv Johnson

[email protected] | 333-111-2222 | www.linkedin.com/in/dhruv-johnson

2. Add relevant education to your service desk analyst resume

Your resume's education section should include:

The name of your school
The date you graduated ( Month, Year or Year are both appropriate)
The name of your degree

If you graduated more than 15 years ago, you should consider dropping your graduation date to avoid age discrimination.

Optional subsections for your education section include:

Academic awards (Dean's List, Latin honors, etc. )
GPA (if you're a recent graduate and your GPA was 3.5+)
Extra certifications
Academic projects (thesis, dissertation, etc. )

Other tips to consider when writing your education section include:

If you're a recent graduate, you might opt to place your education section above your experience section
The more work experience you get, the shorter your education section should be
List your education in reverse chronological order, with your most recent and high-ranking degrees first
If you haven't graduated yet, you can include "Expected graduation date" to the entry for that school

Check More About Service Desk Analyst Education

Service Desk Analyst Resume Relevant Education Example # 1

Bachelor's Degree In Psychology 2010 - 2013

Rutgers, The State University of New Jersey New Brunswick, NJ

Service Desk Analyst Resume Relevant Education Example # 2

Bachelor's Degree In Psychology 2011 - 2014

Ashford University San Diego, CA

3. Next, create a service desk analyst skills section on your resume

Your resume's skills section should include the most important keywords from the job description, as long as you actually have those skills. If you haven't started your job search yet, you can look over resumes to get an idea of what skills are the most important.

Here are some tips to keep in mind when writing your resume's skills section:

Include 6-12 skills, in bullet point form
List mostly hard skills ; soft skills are hard to test
Emphasize the skills that are most important for the job

Hard skills are generally more important to hiring managers because they relate to on-the-job knowledge and specific experience with a certain technology or process.

Soft skills are also valuable, as they're highly transferable and make you a great person to work alongside, but they're impossible to prove on a resume.

Example of skills to include on an service desk analyst resume

The point of contact between a services provider or enterprise and the end-user is referred to as the services desk. A service desk enables businesses to effectively implement daily internal and external tasks. It also helps enterprises in communicating with their customers and tending to their requests effectively.

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Troubleshooting is the process of analyzing and fixing any kind of problem in a system or a machine. Troubleshooting is the detailed yet quick search in the system for the main source of an issue and solving it.

Technical support or tech support are the services provided by any hardware or software company to users. They help in solving the technical difficulties the customers face with their products or services. Moreover, the tech support employees maintain, manage, and repair the IT faults. They are also responsible for resolving the network problems, installing and configuring hardware and software.

Phone calls are a wireless or wired connection made over a telephone or a mobile phone between two people. Two parties are involved in a phone call, the caller and the receiver. A caller dials the number of the one he wants to call, and the recipient hears a bell or a tune to which he picks up the call. The call establishes a connection between them through which they can communicate. The voice is converted into signals and is transmitted through wired or wireless technology.

Incident management is a set of processes, practices, and solutions designed to restore a damaged service as quickly as possible in an event that could result in the loss or disruption of an organization's operations, services, or functions. The goal of incident management is to maintain and restore normal service operations as quickly as possible and reduce the negative impact on business operations.

A Virtual Private Network, VPN encrypts a device's internet access, activity, and identity through a secure server, making data theft and third-party traceability more difficult, and increasing the privacy and security of public and private networks, the internet, and Wi-Fi hotspots. The VPN is designed to protect one's system and network from being compromised.

Top Skills for a Service Desk Analyst

Service Desk , 14.9%
Customer Service , 14.7%
Troubleshoot , 5.8%
Technical Support , 5.7%
Other Skills , 58.9%

4. List your service desk analyst experience

The most important part of any resume for a service desk analyst is the experience section. Recruiters and hiring managers expect to see your experience listed in reverse chronological order, meaning that you should begin with your most recent experience and then work backwards.

Don't just list your job duties below each job entry. Instead, make sure most of your bullet points discuss impressive achievements from your past positions. Whenever you can, use numbers to contextualize your accomplishments for the hiring manager reading your resume.

It's okay if you can't include exact percentages or dollar figures. There's a big difference even between saying "Managed a team of service desk analysts" and "Managed a team of 6 service desk analysts over a 9-month project. "

Most importantly, make sure that the experience you include is relevant to the job you're applying for. Use the job description to ensure that each bullet point on your resume is appropriate and helpful.

Installed and troubleshot DSL modems and wireless routers, including establishing static IP's.
Helped customers navigate through internet browsers and through operating systems to delete unnecessary temporary files and cookies in the operating systems.
Customized multimedia packages for current and prospective clients with print directory and Internet based advertising.
Answered user inquiries regarding cellular handsets or hardware operation to resolve problems.
Assisted Field Technicians with F1/F2 cross-connects, Internet setup as well as setting up the customer s IPTV.
Maintained and support Outlook, VPN, AT&T Mobility Network.
Installed and configured various Dell printers with TCP/IP addressing.
Managed a budget of $200,000 for development of CAD and Mapping software per year.
Created documentation on how to decrypt/backup/restore user data and reimage to XP/Windows 7 systems.
Developed office procedures, order implementation process, and territory assignments for the newly established territory.
Provided technical support and analysis of system software and hardware, which includes operating systems and infrastructure components.
Connected to customer sites with VPN, NPT or dial-up to further assist the customers.
Provided telephone and/or email based support to customers resolving basic and intermediate issues relating to mobile devices and PC configuration.
Analyzed application portfolios, identifying dependencies & common infrastructure platform components, and assessing migration feasibility.
Installed, setup, configured, and troubleshot Cisco routers and switches.

5. Highlight service desk analyst certifications on your resume

Specific service desk analyst certifications can be a powerful tool to show employers you've developed the appropriate skills.

If you have any of these certifications, make sure to put them on your service desk analyst resume:

Network 5 Certification
Security 5 Certification
HDI Desktop Support Technician (HDI)
ITIL Foundation
Certified Network Computer Technician (CNCT)
Support Center Analyst (SCA)
Microsoft Certified Desktop Support Technician (MCDST)
HDI Support Center Manager (HDI)
Microsoft Certified Technology Specialist: .NET Framework 3.5, Windows Workflow Fnd Applications (MCTS)
HDI Support Center Analyst (HDI)

6. Finally, add an service desk analyst resume summary or objective statement

A resume summary statement consists of 1-3 sentences at the top of your service desk analyst resume that quickly summarizes who you are and what you have to offer. The summary statement should include your job title, years of experience (if it's 3+), and an impressive accomplishment, if you have space for it.

Remember to emphasize skills and experiences that feature in the job description.

Common service desk analyst resume skills

Service Desk
Customer Service
Troubleshoot
Technical Support
Phone Calls
Incident Management
Desk Support
Remote Desktop
Customer Support
Excellent Interpersonal
Computer System
Technical Issues
Customer Satisfaction
Help-Desk Support
Level Support
Technical Assistance
Technical Problems
User Accounts
Provide Technical Assistance
Strong Analytical
Level Agreements
Problem Resolution
Call Tracking
Windows Server
Software Issues
Network Printers
Remote Support
Software Applications
Technical Troubleshooting
Network Connectivity

Service Desk Analyst Jobs

Links to help optimize your service desk analyst resume.

How To Write A Resume
List Of Skills For Your Resume
How To Write A Resume Summary Statement
Action Words For Your Resume
How To List References On Your Resume

Updated March 14, 2024

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Service Desk Analyst Related Resumes

Analyst Resume
Desk Support Technician Resume
Desktop Support Analyst Resume
Desktop Support Consultant Resume
Desktop Support Specialist Resume
Desktop Support Technician Resume
Desktop/Network Support Resume
Guest Services Agent Resume
Help Desk Analyst Resume
Help Desk Coordinator Resume
Help Desk Representative Resume
Help Desk Specialist Resume
Information Systems Technician Resume
Services Desk Technician Resume
Support Analyst Resume

Service Desk Analyst Related Careers

Desk Support Technician
Desktop Support Analyst
Desktop Support Consultant
Desktop Support Specialist
Desktop Support Technician
Desktop/Network Support
Guest Services Agent
Help Desk Analyst
Help Desk Coordinator
Help Desk Representative
Help Desk Specialist
Information Systems Technician
Information Technology Technician
Information Technology/Support Technician

Service Desk Analyst Related Jobs

What similar roles do.

What Does an Analyst Do
What Does a Desk Support Technician Do
What Does a Desktop Support Analyst Do
What Does a Desktop Support Consultant Do
What Does a Desktop Support Specialist Do
What Does a Desktop Support Technician Do
What Does a Desktop/Network Support Do
What Does a Guest Services Agent Do
What Does a Help Desk Analyst Do
What Does a Help Desk Coordinator Do
What Does a Help Desk Representative Do
What Does a Help Desk Specialist Do
What Does an Information Systems Technician Do
What Does an Information Technology Technician Do
What Does an Information Technology/Support Technician Do
Zippia Careers
Office and Administrative Industry
Service Desk Analyst
Service Desk Analyst Resume

Browse office and administrative jobs

Resume Builder

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

Service Desk Technician Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the service desk technician 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

Own incident management process. Monitor the IT ServiceDesk ticket queues to ensure adequate coverage
Develop and distribute reports as requested by management
Troubleshooting and sustaining/improving managed service RF and IP network capabilities through the use of various monitoring tools and applications
Reviewtrends and identify improvements to service desk tools and processes
Network Basics
Working knowledge of html
Assisting with company-wide technology deployments
Working knowledge of Help Desk trouble ticket systems and Trusted Thin Client (TTC) software for account management
Relies and adheres to instructions and pre-established policies to perform the functions of the job
Developing and coordinating small project tasks and assisting other team members in developing project plans
Assistance with IT deliveries and stock assignment
Classify, identify known errors/problems and provide initial support
Working closely with Microsoft administrators to assist on projects and technical support calls
Investigates and conducts diagnostics of the incident and determine work-around solutions or escalation support
Lead the day-to-day activities ensuring that priority tasks are addressed timely and in accordance with policy
Apply advanced troubleshooting techniques to resolve complex hardware and software incidents onsite and remotely
Provide direction for troubleshooting, facilitate resources and shift team priorities accordingly and collaborate with manager of competing priorities
Sitting for extended periods of time
Performs housekeeping of assigned areas, normally including IT Lab Rooms and designated IT equipment storage areas
Performs advanced desktop security tasks including advanced investigation for virus alerts and associated causes, installing anti-virus applications, and installing application security updates
Lead and mentor a team of Technical Support Staff in supporting internal customer and external client technologies as well as meeting and exceeding service level expectations
Excellent communication skills, good questioning/listening ability
A strong dedication to quality customer service, and a working knowledge of service delivery procedures
Highly customer focused with the ability to develop solid relationships at all levels within the organization 
Knowledgeable and able to effectively communicate problem resolutions to and for customers
Demonstrated ability to learn new concepts quickly due to the complexity of the computing environment
Strong knowledge of Windows XP, Windows 7, Windows 8
Team player, Self-Starter, detail oriented and strong organizational skills
Well-developed verbal and written communication skills, with the ability to translate technical details in business language
Above average statistical, analytical and problem solving ability with high attention to detail and accuracy
Willing to work variable shifts & overtime. Reliable and Flexible

15 Service Desk Technician 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, service desk technician resume examples & samples.

Act as the first point of contact for management escalationregarding incidents
Identify skill gaps reducing escalations to Tier 2 and provideto management reports that identify training opportunities
Review daily, weekly, and monthly reports for the IT ServiceDesk to ensure that all service level initiatives are being met
Manage knowledge base to ensure accurate data for all IT ServiceDesk coworkers
Contribute to the development and ongoing maintenance of servicedesk policies and procedures
Meet all productivity and quality goals as measured by thedepartment
Provide back up support for Service Desk, including on callsupport during evenings and weekends
2 years of Service Desk experience
Great Mac and Dell troubleshooting skills
Experience supporting Windows and OS X in a networked Windows AD and Exchange environment
Excellent Customer Service and communication skills in person, over the phone and in writing
Open Directory running on Mac OS X Server experience
Experience with Deploy Studio
Must be adaptive and flexible and have good problem solving, diagnosis and troubleshooting
Occasional climbing, crawling and lifting of equipment up to 50 pounds
A professional demeanor and appearance
Experience in all Office applications (including Excel, Visio, Powerpoint and Outlook)
Demonstrated experience supporting remote users
Experience with Jira ticketing system
Outstanding documentation skills pertaining to FAQs, training and workflows
Active Directory Experience
Familiar with ITIL or ITSM practices
Experiences with Incident and Problem Management
Advanced knowledge of Windows Operating Systems 95/98/NT/2000/XP
Familiarity with Macintosh, Linux, and UNIX operating systems
Intermediate to advanced knowledge of Ethernet, networking, and cabling
Create and edit NT and Active Directory domain user logins
Advanced knowledge of PC based hardware, peripherals, and applications
Ability to image, build and post-configure a desktop or laptop pc with the standard application rollout, in addition to any supplementary applications, of which the installs are documented in a central folder
Able to install and configure Windows based applications for general use by TMaG employees, some of which are specific to different departments
Able to build, reconfigure, and upgrade Windows based hardware
Able to install network peripherals such as printers and services
Ability to use remote administration tools to identify and troubleshoot user issues
Ability to use Help Desk Management system to log, track, and verify support center incidents and problems
Ability to quickly troubleshoot incidents as described by staff to provide for rapid resolution
Ability to mentor junior support analysts and provide a point of escalation for problem resolution
Ability to track issues and problems and identify trends for final solution
Ability to provide accurate resolution documentation into help desk system and knowledge base
Ability to interact with vendors and contractors for warranty support, issue resolution, and project planning
Ability to cover extended service hours to provide support to critical production systems
Ability to interact with other IT workgroups and contacts to provide planning, incident resolution, and root cause analysis
Ability to communicate effectively with staff and end users of all levels
Ability to provide cross training and support for other Support Center staff
Ability to understand business goals, objectives, and priorities to allow for proper support delivery
Ability to work with a variety of organizational departments to determine support needs and provide proper support delivery
Performs other related duties and assignments as required
3-5 years related experience
Associates degree in a technical discipline or equivalent IT based experience
Certification or equivalent experience a plus
MCSE or equivalent knowledge of Windows operating systems and networking environment
Experience supporting a large user environment
Excellent communication, implementation, and documentation skills
Ability to work independently and within a team environment
Field incoming service desk emails and telephone calls in a timely and courteous manner
Provide technical assistance and support for all IT products and services for incoming queries and issues related to computer systems. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy
Validate and document all user information when a trouble call is made
Ability to quickly build a rapport and elicit information from end users
Willingness to participate in a rotational on-call schedule (off hours & weekend)
Analysis of service desk tickets in order to identify recurring problem areas and escalate accordingly
Aid in the building of a knowledge base to better assist with improving first call resolution times
Assist with IT Operations function by participating in, and coordinating in change and incident management meetings
Validate fixes to ensure problem has been resolved correctly
Solid understanding of Windows computing environments and Microsoft Office
Ability to quickly learn new software packages needed to support the business
Able to work independently or in a team
Demonstrated ability to communicate verbally and in writing throughout all levels of an organization, both internally and externally
Ability to research into many computing issues and absorb and retain information quickly
Self-motivated, great attention to detail, and able to propose ideas in a user friendly language
Develop and reinforce SLA’s to manage end-user expectations
Generate and compile reports, complete with probable causes and possible solutions to system issues
Assist with IT Operations function by participating in, coordinating with, and working within the production change and incident management process
Assist in providing Level I Support
Validate fixes to ensure problem has been resolved correctly and follow up with Level I Technicians as required
Analysis of service desk tickets in order to identify recurring problem areas and propose ideas of ways to streamline or create self-service options to users, to reduce ticket count and call volume
Create, review and publish knowledge base articles defining steps on how to resolve frequent issues, while improving first time resolution times
Act as escalation point of contact for advanced or challenging help requests
Build relationships and elicit information from end users
Escalate problems within the team or to management if needed, if the matter is urgent, and continually update and notify users of the status of the issue
Document and track service desk request problem-solving process
College Degree or equivalent required
ITIL Certification preferred, but not required
General understanding of the ITIL framework, including but not limited to Service Management, Incident Management, Change Management, Problem Management, Release Management, etc
Able to work in and lead a team
Demonstrated ability to communicate verbally and in writing throughout all levels of an organization
Experience working in a team oriented, collaborative environment, with an excellent customer service mindset
Provide support for users in the division requiring assistance with IT hardware and software issues and track to completion
Manage customer’s expectations throughout the life-cycle of their incidents or requests
Ensure all tickets are logged in the Service Desk application and fully documented
Ensure closure of tickets within the defined Service Level Agreements (SLAs)
Escalate more involved problems to the appropriate support teams
Troubleshoot and resolve bar code printer, RF, and shipping conveyor belt issues
Coordinates timely repair of PC/printer equipment covered by third-party vendor maintenance agreements
Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
Support and backup the other service desk technicians
Maintain procedure documentation for performing day to day operations associated with the service desk
Performs individual assignments as the Supervisor may direct
Strong technical knowledge of PCs, printers, and related hardware
Strong technical knowledge of MS Windows Operating systems
Strong technical knowledge of MS Office
Technical knowledge of networking
Technical knowledge of Apple MACs and related software
Technical knowledge of RF equipment
Respond to service desk tickets, telephone calls, emails, and requests for technical assistance
Identify, research, and resolve technical problems relating to PCs, Macs, printers, client software, and client server

IT Service Desk Technician Resume Examples & Samples

Associates degree in computer science or related field (Bachelors degree preferred)
1 to 2 years of IT support experience
Experience supporting Microsoft Windows OS, Microsoft Office Suite and a variety of hardware and software technology
Familiarity with ticketing system like FrontRange Service Management
Experience with ITIL methodology, primarily incident and problem management
Working knowledge of networking concepts and protocols
Strong written and verbal communication skills with focus on high quality client service
Professional, calm, and courteous telephone mannerisms
Works well under pressure with the ability to multi-task
Fast learner with high initiative
Team player with a strong work ethic and operates with a sense of urgency
Provide direct, telephone, and email support to assist Rackers in resolving technology incidents
Responsible for basic troubleshooting, support, repairs, and end user training for hardware, software, networking, and other systems
Respond to requests and updates tickets regarding customer requests and incidents
Escalate issues to appropriate technical resources to ensure resolution of more complex issues
Prioritize tasks and communicates significant issues appropriately
Keep informed of most recent trends and technologies
Able to recommend and setup office equipment such as desks, tables, printers, TV monitors, etc
Manage, monitor and troubleshoot independent office hardware, networks, and VLANs
Installation of internal infrastructure including routers, switches, firewalls, servers, etc
Troubleshoot Mac OS X, Windows, and Linux problems
Use command line tools like ssh, git, scp (experience with a scripting language is a plus)
Manage inventory of computers and other accessories
Server Management, including: Active Directory, Hypervisors, Windows and Mac Imaging Servers, Print Servers, XMPP Server
On-call in case of level 2 support for the office
2-5 years of IT experience. High school degree or higher
Bachelors or Associates degree in technical field or equivalent experience required
At least 1 year of IT support experience
Advanced experience supporting Microsoft Windows O/S and Microsoft Office Suite
Advanced problem solving skills and able to troubleshoot a variety of issues
Strong knowledge of hardware, software and related technology
Familiarity with FrontRange Service Management or other incident tracking systems
Intermediate knowledge of networking concepts and protocols
Experience using/supporting iOS, Android, and Blackberries connected to a Blackberry Enterprise Server (BES)
Team player with a strong work ethic and operates with a sense of urgenc
Dedication to client service with professional, calm, and courteous communication style
High initiative, flexible with dedication to continuous learning and improvement
Willing to travel up to 10% of work week and participate in rotational “on-call”

Corp-service Desk Technician Resume Examples & Samples

Oral and written communication skills
Ability to work independently as a self-starter, and within a team environment
Adaptability
Planning and organizing
Information Technology Engineering or similar degree student
Knowledge of relevant call tracking applications

Service Desk Technician With French Resume Examples & Samples

Dispatches work orders to the Field Engineers and follows-up until closure
Interacts with other Engineers or Technicians, customer technical staff and other groups within Service Delivery organization
24/7 activity within GNOC, working in day & night shifts
Assist and support users with the use of core banking applications, standard software, Windows, MS Office and other related banking business solutions. Answer, evaluate, and prioritize incoming telephone, voicemail, email, and Self Service site requests for assistance
Identify and troubleshoot hardware, software, operating system, mobility, and telecommunication issues
Responsible for installing, configuring, troubleshooting, and resolving incidents with respect to networking and desktop environments, including LANs, WANs, remote access, and VPNs
Perform diagnostic techniques to identify problems, investigate causes, and recommend solutions to correct common failures utilizing remote access tools
Knowledge of TCP/IP Protocols and PC knowledge, including hardware and software configuration, directory tree structure, Windows Messaging services, Active Directory, and Internet Explorer
Possess outstanding customer service skills and the ability to communicate highly technical information to both technical and non-technical staff
Good working understanding of computer hardware architecture concepts and technology related terminology. Ability to effectively log tickets in call tracking software
Being passionate about customer services and IT support
Driving customer outcomes through day to day management of operational requirements
A strong sense of ownership and responsibility
Effective escalations and management of service issues
Ability to work with in a fast, quickly changing environment
Excellent communication skills, with the ability to understand, translate and articulate both business and technical subject matter
Adhering to processes and ensuring those processes are up to date to produce the desired outcomes
Dedication to professional development, investing in learning about our customers, their services and how to better serve their needs
Passion for personal development, investing in learning about technology, the IT industry, formal methodologies and the Rackspace business
Fanatically support customers through phone calls, emails or other channels to manage Incidents, Problems, Changes or Requests
Management of customer requests (captured in a ‘ticketing’ system) on a day to day basis, as the support point of contact for customer contacts
Updating individual tickets with timely, accurate and meaningful information regarding their query/request
Drive the customer generated workload (tickets) through the support organisation, requesting input from a variety of internal support teams
Retain overall ownership of tickets, regardless of which team may be working on the ticket
Ensure that updates are provided in line with Service Level Agreements
Ensure that interactions, updates and deliverables are of an agreed high-quality (in line with Service Desk quality assessment criteria)
Follow customer specific workflow through provided processes, obtaining permission to deviate when required
‘Wow’ customers through service excellence – demonstrating empathy, sense of urgency and understanding of their business/service
Able to calmly assess and manage high-pressure, high-exposure issues on large, high-value accounts
Seek support from colleagues and escalate for assistance/awareness according to defined escalation paths
Operate and be effective in a dynamic, changing environment, putting customers before all other demands
Ability to learn processes, tools and draw upon resources to handle complex customer services
Ability to learn technical concepts and resolve customer issues in line with a developing personal skill level
Understand gaps or deficiencies in processes or systems and help drive service/operational improvements
Ability to build rapport and trusted relationships with customers
Develop and nurture relationships across support and the wider business
With the Service Desk Management team, support new colleagues through on-boarding and up-skilling
Contribute to wider business initiatives and projects as required
Use Site Handler app to resolve requests such as
Create new accounts with different roles
Reactivate/unblock accounts
Assign/create new role
Modify access rights
Create tables and forms
Modify tables and forms
Create/modify rules
Import by request
Generate reports
Create/modify import template
Create/modify report template
Act as a point of contact for any problems that user may encounter with SH. Resolve the problems or raise a ticket to SH Support in order to assist you
Create new project in SH based on the specifications received from CPM
Make bi-annual usage forecasts for the existing projects with the help of the CPMs
Mailbox handling (to prioritize the e-mails accordingly with the priorities requests matrix, to move the e-mails in the designated folders, to offer all the requested information)
To be aware of all the operational KPIs
To be able to make procedures and knowledge objects
To be able to create operations related reports
Basic knowledge of computer hardware and software (both Mac and Windows), telecommunications hardware and software, networking systems, mobile device features and functionality, video conferencing platforms, printing technologies, and service request fulfillment
Beginner level of understanding of Microsoft Active Directory
Ability to handle multiple requests at once. **
Ability to communicate technical information and ideas so others will understand
Desire to learn advanced configurations
Typically requires 1 to 3 years’ experience in a technical support and customer service role
One or more of the following certifications or equivalent experience preferred: Microsoft Technology Associate, Microsoft Certified Solutions Associate, A+ certification, ITIL Foundation certification, Apple Certified Macintosh Technician
Provide telephone/remote technical support to end users
Perform local and remote software installs and updates
Maintain network documentation
Set up and configure PCs, printers, peripherals and networking equipment
Provide on-site troubleshooting, training and tech support at the desktop level
Assist with network issues
Troubleshoots all standard applications in the application portfolio
Resolve all level 1 issues such as network access, password reset, email rights and access
Monitors open call tickets to ensure that all requests are being handled in a timely manner
Operates within a team while maintaining the skill set to work autonomously
Exceptional knowledge of Microsoft Operating Systems
Strong knowledge of Service Desk ticketing software (i.e. Service-Now,
Strong knowledge of PC and MAC based systems (desktops and laptops) and related hardware (printers, scanners, etc)
Ability to independently troubleshoot new technologies as they emerge (including software)
Proven track record of being detail oriented, with outstanding follow-through

IT Service Desk Technician Level Resume Examples & Samples

Provide 1st and 2nd level support and problem resolution for all users with hardware, software and application issues
Understands and can perform problem isolation and troubleshooting of messaging delivery systems
Recognizes various network connectivity problems and take appropriate problem isolation and troubleshooting steps
Contains working knowledge of Windows Registry entries for investigation and possible modifications
Perform software installs and configuration changes on multi-platform applications
Escalate unresolved incidents to a higher level of support. This includes service that exceeds response times or any other issues that could impact customer satisfaction and/or business productivity
Maintain a thorough working knowledge of the day-to-day operating environment, available tools, client applications and procedures related to client services
Effectively present information and respond to questions from clients
Handle stressful situations within time limitations and have excellent verbal and written communications skills
Demonstrate excellent interpersonal and professional interaction skills
Team player who has the ability to work effectively with all levels of company personnel
Represent CompuCom in a professional and businesslike manner
A+ Certification or higher preferred (equivalent experience will be considered)
1-3 years of Technical Call Center Experience and/or Desk Top Support Experience
Microsoft Office, Exchange/Outlook and Windows XP troubleshooting experience a must
Great attitude and customer service skills
Pluses to have but not required: Experience with 1E to push software, HPSM ticketing system, and Bachelor’s or Associate Degree in a Technical area
Remain available for incoming phone calls during your shift, addressing any issues which are phoned in and documenting them in the ServiceNow ticketing system. Best effort to resolve issues during the first call, escalating only when necessary to 2nd level support. Provide follow-up on those tickets not escalated, maintaining ownership until completion
Install and configure computer software and applications as needed and according to corporate guidelines. Use all available internal and external resources and tools to effectively troubleshoot, diagnose and resolve computer issues
Interact with all personnel in a friendly and professional manner, with the primary goal being customer satisfaction. Function as a team player by sharing technical knowledge with others
Thoroughly document each call/contact to the Service Desk using ServiceNow
Monitor Service Desk queues and respond to all incoming e-mails and tickets
Under the supervision of the Desktop Support Lead, provide desk-side computer support services to local personnel
Learn to identify severity incident situations that may present initially as single-user issues and communicate / escalate in a manner consistent with Incident Management policy and procedures
Create and update documentation to increase technical, professional and customer service knowledge and expedite staff cross training as directed by the Service Desk Lead
Minimum 2 years’ experience required in a Service Desk or Desktop Support environment
Intermediate level troubleshooting skills, including ability to resolve user issues with computer connectivity, VPN, wireless and network technologies, standard software, virus/malware detection and removal, computer performance issues, printing issues, etc. Experience doing both phone and remote support
Knowledge of Windows7 and Microsoft Office required, Mac expertise optional but preferred
A+ certification or ITIL knowledge preferred, but not required
Possess and practices strong customer service skills
Works well both individually and in a team environment
Willing to learn and improve technical, professional, and customer service skills

Student IT Service Desk Technician Resume Examples & Samples

Basic computer literacy – proficient with email, chat, and Microsoft Word
Ability to make rapid decisions and discuss issues with callers in a clear, calm, and diplomatic manner
Promptness and reliability
Must be able to lift 40 lbs

Tier Service Desk Technician Resume Examples & Samples

High School Diploma + 3 years
Associate +1 Year of Experience or Bachelor’s degree in lieu of experience
Strong customer service skills and experience
Basic Knowledge of BMC Remedy or other IT Service Management system
Experience providing mentoring, peer coaching, or training to teammates
Familiarity with the Department of State
Provide supplemental TIER 2 support to assist Government staffed IT Service Desk for the management of all IT hardware and software resources used at the Norfolk Naval Shipyard and its satellite locations
Receive and resolve user calls on various issues related to hardware and software used by NNSY users
Troubleshoot hardware/software issues between NMCI and the legacy network (reachback)
Answer phones, receive problem reports, create Work Ticket Management System tickets, enter into problem resolution tracking system
Perform various user account related duties related to activation, deactivation, troubleshooting, managing permissions, updating and verifying user CAC information and resetting CAC PINs, working with other NMCI technicians, managing user directory and group assignments and permissions
Perform general office administrative functions related to IT Service Desk functions
Bachelors degree in related discipline and seven (7) years of experience; AA degree and nine (9) years or more of related experience; Or, High School and eleven (11) years of related experience with advanced certification
Two (2) years experience with U.S. Navy networks and network account administration or similar experience
Knowledge and proficiency in MS Windows 7, MS Office 2010, Outlook 2010, and Internet Explorer (latest version)
Knowledge of and ability to operate software applications which support helpdesk desk operations (e.g. caller ticket documentation application)
Be able to speak clear, understandable business English
Be proactive and able to recognize potential problems and empathize with callers who are working under extreme pressure with limited resources and time
Provide immediate, competent, and professional user support
CompTIA Sec+ Required
Must be open to all shifts
Participate in the development of long-term strategies and plan for the future needs of IT services in Ontario
Maintain inventory of all assets IT
Redirect requests to the appropriate support level
Scanning on workstations, identification and resolution of complex computer problems for users and recommend and implement corrective measures, including repairs of external workstations for users in remote offices
Install, configure, test, maintain, monitor and identify problems on workstations of users, applications, computer hardware and software to provide a computer service that responds to the corporate security standards
Assess needs and install the updates to performance on computers, install the CPU. inputs/outputs and network cards, hard drives, flat cables, memory, memory sticks, etc
Work with the server administrator or the network analyst and the IT security analyst to ensure the effectiveness of the operations of the enterprise computing environment
When required, manage and troubleshoot remote computer workstations for users
Receive and respond to requests from users by phone, or email
Ensure that the wiring of computers is functional
Prepare the tests and applications to monitor the performance of computers, document and communicate performance results/reports and statistics
Assist in the preparation, maintenance and upgrade for the recording, transmission procedures and monitoring of computer operations statistics
Document specifically information at the level of hardware or the faulty components, repairs, installations and movements
Record all incidents and redirect them to the senior technician or team leader
Complete the documentation required for the management of change
Manage and resolve incidents/problems in the Service Now ticketing system; and
Other duties assigned
Diploma or certificate in computer science or another IT related discipline
3 to 5 years’ experience in a position of level 2 support
Excellent customer service skills and approach with good communication skills
Certification A +, Network Plus and Help Desk Institute, is an asset
Excellent communication skills, both written and oral
Bilingualism (French) is considered an asset; and
Great motivation, sense of organization, curiosity and ability to work in team environment

Smu-service Desk Technician Resume Examples & Samples

Communicate effectively both orally and in writing
Work independently with little direction
Plan and organize work
Interact with numerous computer platforms in a multi-layered client server environment. Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems
Understand and follow oral and written instructions
Train and provide work direction to others
Workflow planning, time management and scheduling skills
Associate’s degree (Bachelor’s Degree Preferred) in communications or related field; supplemented with a minimum of (5) years of related work experience, and background in production, AV and video equipment
ITIL Foundation Certificate (V2) (Preferred)
Previous experience of working in an IT support role
Working knowledge of Microsoft Windows and MAC client operating systems as well as various software packages including Microsoft Office and Adobe Creative Suite
Excellent IT skills and computer literacy
Previous Experience within a customer service role
Monitors and responds to hardware, software, and network problems utilizing hardware and software testing tools and techniques
Provides customer assistance support in setting up microcomputers and/or installing software packages, when required
Provides user training for hardware/software products when in the process of client support
In support of microcomputer applications, analyzes requirements; creates, designs and develops requirements in required media; provides program support; tests, debugs and writes documentation as required
Identifies problems and resolves hardware/software malfunctions
Provides maintenance such as board replacement, cable switching, communication assistance, hardware/printers installation/replacement; and analysis support for such requirements
Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance
Accurately documents instances of hardware failure, repair, installation, and removal
Interfaces with vendor support service groups to ensure appropriate notification during outages or period of degraded system performance
Assist other team members responsible for hardware in troubleshooting and repairing failures in office infrastructure such as printers, projectors, displays, desktop units, laptops, networks, etc
Responsible for refreshing/swapping out desktops, notebooks, and general PC’s
Develops and maintains software and hardware inventory and tracking systems; develops inventory lists and orders, stocks and stores electronic components
Implement IT policies, procedures, and system controls
While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and move up to 25 pounds and occasionally lift and move up to 50 pounds
Computer repair techs must be able to diagnose, repair and test computer problems as they arise and need to be able to solve issues that might not have a clear solution
Able to connect and set up hardware
Effective verbal, presentation and listening communications skills
Effective written communications skills
Able to maintain current and accurate inventory of technology hardware, software and resources
Be familiar with all hardware and software
Be familiar with network operating system
Working knowledge of Remedy Service Management, Microsoft Office, Visio and other tools
Current Security +
Current Comp-Tia A+ or N+ certification
Must have Security+ certification
2-5 years of directly related experience in systems administration and analysis
MS Windows 7; 8 & 10 Operating System
Microsoft Office / Outlook 2010; 2013; 2016
Experience with IBM-compatible personal computers; terminal; peripheral equipment and associated software repair; installation; configuration and system operation
ITIL V3 Foundations Certification desired
Help Desk Institute (HDI) Certification a plus
CompTIA Security + Certification required within 90 days of hire for DoD 8570 Compliance
CompTIA A + and Net + Certifications preferred
Experience providing technical support for microcomputer hardware, networks, account administration, and office automation software via telephone
Demonstrated experience with Remedy/Helpdesk management systems
Strong IT problem solving/troubleshooting experience
Experience with remote management tools
Knowledge of Blackberry basics
Demonstrated experience with Active Directory
Ability to listen, understand and translate client requirements
Must be knowledgeable in best practices and IT methodologies
Must understand business processes and have the ability to thoroughly understand the technology to address client’s requirements
Familiarity with SharePoint
Experience with advanced Microsoft Office features (Excel functions; Access queries; etc.)
Provide technical assistance and support related to computer systems, hardware, or software
Utilize the application, technicians triage, troubleshoot, diagnose and resolve IT related support issues and dispatch and monitor incident and service tickets as necessary (i.e. software applications, hardware support, executive support services, etc.)
Log and track all requests for assistance, respond to queries, run diagnostic programs, isolate problems, and determine and implement client focused solutions
Respond to email messages for customers seeking help
Ask questions to determine nature of problem
Support of disaster recovery solutions
Acts as liaison between business communities and IT
Document all Service activity and system maintenance documentation
Communication with customers is required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Improve customer service, perception, and satisfaction
Fast turnaround of customer requests
Ability to work in a team and communicate effectively
Work with other Service Delivery teams to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
Appropriately escalate service requests that require higher levels of technical support
Associate or Bachelor's degree in computer science or a minimum of 4 years of equivalent work Experience working within a help or service desk environment
Working knowledge of a range of remote administration and diagnostic utilities
Experience working in an ITIL-driven environment with working knowledge of ITIL principles and processes
Extensive application support experience and knowledge with Microsoft's entire suite of products, including Outlook/Exchange
Exceptional knowledge of Microsoft Office Suite including assisting on Office 365 issues towards resolution
Strong knowledge of Service Desk ticketing system
Strong knowledge of BMC Remedy ticketing system
Ease in learning new skills or enhancing existing skills
Expert planning and organizing
Expert problem-solving skills, identifying the root cause of a problem
Always customer focused for all service delivery activities
Ability to maintain their cool in a stressful environment

Global IT Service Desk Technician Resume Examples & Samples

Provide both onsite and phone-based technical support for desktop hardware and software by identifying issue(s), determining and executing appropriate resolution, and communicating the resolution to the customer
Troubleshoot and provide resolutions upon initial contact when possible, using password management tools, remote desktop, etc
Escalate or re-assign tickets to other departments when required
Maintain accurate up-to-date status on all tickets
Ensure no tickets are older than 3 days in personal queue
Provide walk up/local IT support for hardware and software issues
Assist with mobile device issues
Perform new user/new hire equipment set up
Perform basic hardware and workstation repairs
Develop and maintain technical documentation for desktop hardware and software applications
Meet or exceed all Global Service Desk metrics and process requirements (ticket management protocols, time tracking, communication requirements, etc.)
Ensure that all users have been properly communicated before closing a ticket request
Treat all customers with courtesy and professionalism
Administer security cards and access
Perform Audio/Visual setup if necessary
Serve as point of contact for management
At least 2 years’ experience working on an IT Help Desk
ITIL Certification is required to at least Foundation level
Knowledge of/experience with the following: MS Windows 7 and Windows 8 computing environment, MS Office 2010/2013, MS Outlook, SharePoint, Internet Explorer 11.0, Cisco Any Connect VPN (Virtual Private Network) and Mobile devices
Ability to occasionally adjust work schedule to meet business need (standard is 40 hour week, with occasional overtime requirements)
MCSE or A+ certified is a plus
Respond to technical service requests (including logging, tracking, research, resolution or dispatch and follow up). Ensures assigned Service Desk requests are processed in a timely manner
Provides Level I end-user support according to ITS department support policies
3+ years experience of Microsoft Office and Windows support
Solid interpersonal and organizational skills: including the ability to interact with all levels of the organization
Proven track record of sound troubleshooting and analytical skills
Strong written and verbal communication skills including the ability to provide detail documentation of a technology incident
This position may involve driving to perform tasks at remote locations. Must possess and maintain a valid California driver’s license and auto insurance
Bachelor's degree (B.S.) from four year college or university; 2-3 years related experience and/or training; or equivalent combination of education and experience
Health Care industry experience
User support and customer service. Be present and visible in the Service Desk and available to users
Respond to questions from callers and walk-ins; remotely assist users with technology problems in offices, conference rooms, and remote locations; assist in person when appropriate
Consistently follow standard procedures in configuring and implementing computer equipment and software
Accurately log all Service Desk contacts and their resolutions using call tracking software
Accept general responsibility for corporate computer systems and ensure that they are functionally ready for use; maintain systems and peripherals, keep the Service Desk and corporate environments clean and organized, etc
Educate end users on appropriate systems and tool use and share technology best practice
Become familiar with available help resources; stay updated on current technology changes/problems
Become familiar with all corporate policies, service offerings, and staff
Maintain reasonable discipline and decorum in the Service Desk and corporate general use areas
Fulfill other duties as assigned by the Service Desk Manager or other IT Management
Provide a considerate, professional, and accessible point of contact for IT services
Respond to incoming support requests via e-mail and phone calls in a timely manner
Provide computer hardware, software, and application support for all departments and associated offices
Research and troubleshoot problems using available tools such as a knowledge base and remote control
Manage, update, and maintain the service-desk problem tracking, inventory, client, and knowledge databases
Maintain a high level of detailed documentation
Respond, as needed, to network, server, and communications problems
Diagnose and resolve complex printing problems
Work as a third party liaison to service providers to provide installation, maintenance, and warranty services
Identify appropriate second-level resources and assign work-order tickets as needed
Maintain an up-to-date level of expertise
Resolve all assigned work-order tickets in a timely manner
Work to maintain and exceed Service Level Agreements
Associate’s degree in Network Systems, Information Technology, or related field
Internship experience
An A+ Certification and/or Network+ Certification
Experience with direct customer support in a technical environment preferred
Help Desk Analyst Certification or equivalent experience desired
Internship experience in related field preferred
Proven ability to resolve problems efficiently and effectively, recognizing customers’ competence levels, and interacting with customers competently and courteously while exhibiting an appropriate sense of urgency
Work effectively within a team-oriented customer support culture
Knowledge of Microsoft Office application software and Windows desktop operating systems
Knowledge of basic networking fundamentals, PC hardware, and peripheral devices
Proven ability to balance, prioritize, and organize multiple tasks
Knowledge on setting up, maintaining and installing printers
Ability to maintain confidentiality and handle sensitive information in an appropriate manner
Ability to work effectively both individually and within a team environment
Ability to effectively express technical information to nontechnical employees
Proficient user skills with Microsoft Office software including Word, Excel, PowerPoint and Outlook
Beginner to intermediate skills in Windows 2000/XP/Vista/7, Microsoft Office 2003/2007, Adobe, and work ticket tracking software
Write procedures and documentation of problems worked
Conduct research on desktop products in support of PC procurement and development efforts
Evaluate and recommend products for purchase
Write technical specifications for purchase of PC's, desktop hardware and related products
CA Products (Service Desk, Asset Management, Client Automation, Espectrum, etc.)
Monitor the KACE incident management system to ensure timely acknowledgement of support requests
Document, track, and monitor escalated issues to ensure a timely resolution and effective communication to all parties involved
Provide 1st and 2nd level hardware, software, and networking troubleshooting for a user base of approximately roughly 100 staff members in the New York City office
Provide 1st support to remote users throughout the Firm via phone, email, or other methods
Act as the onsite representative for all technology initiatives in the New York City office
Assists management in proactively meeting the technology needs of the office by keeping IT management abreast of issues and activities
Work closely with members of the IT team to ensure successful completion of technology projects throughout the Firm
Other responsibilities may be assigned as needed
Monitor the Spiceworks incident management system to ensure timely acknowledgement of support requests
Provide 1st and 2nd level hardware, software, and networking troubleshooting for a user base of approximately roughly 100 staff members in the Orlando office
Act as the onsite representative for all technology initiatives in the Orlando office
At least 2 years’ experience working on an IT Help Desk or in an IT Service environment
Degree (Bachelors of Arts (BA) or Bachelors of Science (BS))
ITIL Foundation Certification
Use industry standard and internally developed tools to troubleshoot and provide local and remote support
Applies emergency fixes to keep end users working while root cause analysis is assessed
Conduct installs, moves, adds and changes (IMAC); and
A strong sense of customer service and skilled at providing the highest level of service and value to our customers as well as promoting that sense among team members
Strong communication and documentation skills, and enjoys working in a team environment
Call center experience a plus
A very strong technical and customer service background
Minimum of 3 years’ experience in technical support with strong knowledge and experience troubleshooting various system and network issues including desktop/laptop hardware, Windows 7, Exchange, telephony, home networking equipment, applications, and other end-user associated technologies
Experience and understanding of using Active Directory, DNS and DHCP in a windows infrastructure
Experience in ITIL a plus
Strong communication, analytical and problem solving skills
Strong interpersonal skills and ability to interact with customers, team members, and within various levels of management
Proven outstanding customer service skills
Ability to multi-task, nimbleness and highly functional within a team environment
Some evenings and weekend work may be required; and
Associates Degree in Business/IT and/or at least 2 years of equivalent experience with desktop and laptop support technologies including Windows XP and Win 7, Microsoft desktop applications, and disk imaging
Provide a consolidated point of contact for providing Tier I technical support to Kiewit employees
Research and resolve Tier 2 trouble tickets
Immediately notify appropriate individuals of any issues that could potentially impact production activities and follow escalation to keep impact minimal
Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided

Senior Service Desk Technician Resume Examples & Samples

Provide tier 2 support for internal customers (telephone, email, remote control tools and desk side visits) via telephone and email for all internal technology problems and service requests in a complex technical environment, including hardware/software setup, configuration, problem recognition, research and isolation. Lead customers through diagnostic procedures to determine source of error, document and resolve or properly prioritize the incident/request based on impact and urgency and escalate internal customers incidents in a timely and efficient manner
Serve as escalation point between the Service Desk and partner providers (DELL, Lexmark, etc.). Interact with Technicians, Engineers and/or internal teams to restore service and/or identify and correct core problems to ensure efficient operation of the firm’s desktop computing environment
Responsible for Service Desk triage of electronic incidents for troubleshooting, change management, upgrades and migration projects
Create and maintain accuracy and support for the Service Desk SharePoint site
Monitor open incidents to ensure timely completion and resolution for positive impact on customer satisfaction
Perform system and user administration roles in Active Directory
Analyze and identify problem trends and devise preventive solutions
Mentor Service Desk Technicians on processes, hardware and software problem analysis and resolution, more complex troubleshooting and past due tickets
Assist in creating and maintaining Service Desk training manuals and procedures for new associates
Lead and participate in IT projects or tasks as assigned
Advanced knowledge of Windows operating systems (2xxx, XP, Windows 7) with the ability to troubleshoot in a Windows XP and Windows 7 environment
Intermediate knowledge of Active Directory permissioning in an enterprise environment
Intermediate knowledge of telecommunication technology and protocols including handsets, wireless headsets, telecom switch access, PBX systems, mobile devices and VoIP
Advanced knowledge of workstation architecture, network infrastructure and data transmission methodologies
Motivated with a willingness to continuously acquire and maintain knowledge of relevant products (software, applications and hardware) and support policies in order to provide accurate solutions to customers
Intermediate ability to navigate within AS400 mainframe to manage user accounts
Ability to follow knowledge based procedures and apply information from technical procedures to daily job requirements as well as an ability to produce accurate technical documentation
Excellent organizational and communication skills with a focus on customer service, attention to detail and effective follow-up including tracking, scheduling and monitoring the activity of the Service Desk Technicians
Foster company success through a professional appearance, being courteous to customers and all Scottrade associates and by displaying a positive attitude
2+ years Help Desk, Service Desk or Technical Support experience required
2 + years customer service experience required
Experience with remote software deployment tools, such as Altiris DS required
Experience with document workflow solutions required
Experience with Service Desk ticketing systems: Altiris, Remedy, HEAT, Magic, etc. required
A+ , DELL and/or ITIL certification preferred
Work in a technical support center providing telephone assistance to corporate clients
Record incidents reported by clients, support the client through the problem resolution process
Escalate the incident to a higher level, if applicable
Training specific to CGI will be provided)
Post-secondary education in a relevant discipline or equivalent work experience
Good knowledge of Windows NT, XP, vista, 7 operating systems
Knowledge of networking
Proficient with MS Office (Word, Excel, Outlook, PowerPoint)
Record incidents reported by clients; support the client through the problem solving process
Respond to common technical incidents and support requests by providing a resolution or promptly allocating unresolved tickets appropriately
Perform limited support actions remotely
Maintain and monitor ticket records and advise relevant support teams of actions taken
Ensure that incidents and requests are handled according to agreed-upon procedures
Rigor in his work
Good knowledge of Windows 7 ,8.1 & 10
Proficient with Microsoft Office 2010/2013/2016 (Word, Excel, Outlook, PowerPoint)
MAC knowledge an asset
Wired and mobile knowledge
Billingual French and English
Knowledge of networks
Experience providing technical support
Quickly and efficiently respond to all forms of IT-related trouble inquiries and detect/record the details fo the incident
Resolve, recover and collaborate with the affected user
Support IT service activities to include, but not limited to, installing, modifying, and repairing computer hardware and software; technology refresh; move-add-change; diagnostic programs to resolve problems; install computer peripherals for users; and resolution of technical problems with LAN/WAN and other systems
Follow-up with customers to ensure issue has been resolved
Provide user training
Other duties as required by management
Minimum 2 years progressive experience in a customer service support environment providing IT-related services
Experience troubleshooting Windows products (i.e. Windows 7, Excel, Outlook…)
Experience in dealing with difficult interpersonal situations regarding support issues
Possess analytical thought process to resolving complicated technical issues
Demonstrated excellent team player
Ability to own the problem from identification through restoration
Practical experience in implementing services within the ITIL framework
Knowledge and experience with VMware virtualization products to optimize and mage IT resources for servers, desktop, applications and infrastructure
ITIL v3 Foundation or other ITIL discipline
CSWF IAT 2 certification IAW DOD 8570.01-M
AA or AS degree in Computer Science or related field
MCSE or similar certification
A+, Network+, Server+, and VMware certifications a plus
Knowledge and experience in implementing and delivering services within the IT Service Management (ITSM) framework

Junior IT Service Desk Technician Resume Examples & Samples

Communicate with customers on system outages/faults over the telephone and email
Log, monitor and manage customers’ Incidents and Requests for assistance to ensure that Service Level Agreement targets are met
Use Remote access tools to support customers
Provide basic VPN support and mobile handset support to corporate users
Install software using remote tools
Impeccable communication and customer service skills along with a strong work ethic and a high attention to detail
Experience troubleshooting hardware and software with a working knowledge of Microsoft Operating systems including windows 7, Microsoft Office applications, Visio and project
Previous experience in a Service desk role supporting windows based applications in a network environment would be a real bonus
Respond to IT Service Desk calls and work orders in a professional courteous manner with solutions that are consistent with IT policy and procedures
Install, configure, maintain and troubleshoot IT business hardware to include workstations, laptops, monitors and mobile devices using Active Sync
Image and deploy new computers and associated hardware as needed
Install, maintain, troubleshoot and repair Microsoft Windows, Office and other business applications
Monitor and respond to antivirus and malware protection notifications and respond quickly and effectively to possible outbreaks
Learn and adapt quickly to new software and technologies
Administer and maintain Windows Active Directory to include user accounts, security groups, policies and NTFS Securities
Maintain expertise in current Microsoft Windows and Microsoft Office Suite
Maintain accurate and useful documentation to include Work Orders, Procedures, Checklists and technical instructions
Work closely and professionally with other IT team members
Support the business needs of the corporation with superior customer service
Travel to support remote site maintenance when required
Perform Service Desk On-call rotational support as required
2-4 years of directly related experience supporting IT service desk operations
Knowledge of customer service principles and practices are paramount
Must have experience in responding to customer requests with an emphasis on high customer satisfaction and problem resolution
Work output must be detailed for the highest level of accuracy and quality
Proficiency in the use of Virtual Desktop, Laptops, PC's, Microsoft Office Applications, Remote Network Access and Remote Control required
Experience with SCSM Service Desk Application and/or Cireson portal and RSA 2-factor authentication a plus
Handle escalated service calls for Inovalon employees and third party providers
Develop/maintain internal support documents for use by all levels of support personnel as well as end-user documentation
Train, mentor and familiarize staff on new/modified policies and procedures
Achieve operational objectives by maintaining acceptable standards in productivity, quality, and customer-service standards
Lead team to resolve recurring and or complex issues in attempt to resolve complex issues
Resolve escalations or direct them to the appropriate groups as required
Focus efforts on accurately resolving issues and meeting SLA’s; and
Others duties assigned by technical support management
A relentless pursuit of excellence
Minimum of 3 years’ experience in mid–level technical support with strong knowledge and experience trouble shooting various system and network issues including desktop/laptop hardware, Windows 7, Exchange, telephony, home networking equipment, applications, and other end-user associated technologies
Understand networking fundamentals
Minimum of 1-2 years’ experience leading teams to achieve common goals
Some supervising experience is preferred (direct or indirect)
Experience in MCSE and ITIL a plus
Ability to multi-task, exude nimbleness and be highly functional within a team environment; and
Some evenings and weekend work required
Responsible for providing technical assistance and support related to computer systems, hardware, or software
Utilize the Service Desk application; responsible to triage, troubleshoot, diagnose and resolve IT related support issues and dispatch and monitor incident and service tickets as necessary (i.e. software applications, hardware support, executive support services, etc.)
Support disaster recovery solutions
Act as liaison between business communities and IT
Document all Service activity and system maintenance documentation in Service Desk Manager. Communicate with customers, keeping them informed of incident progress, notifying them of impending changes or agreed outages
Complete fast turnaround of customer requests
Work in a team and communicate effectively
Associate or Bachelor's degree in Computer Science or a minimum of 4 years of equivalent work experience working within a help or service desk environment
Ability to maintain cool in a stressful environment
1 yr or more of end user support, would prefer it to be supporting the Army
Must have an active secret clearance
Must have a security + cert
Provides operational expertise in a functional area, which supports the customer, computer systems, networks, and/or processes to ensure business objectives and requirements as well as I/S Service requirements are met
Provides excellent customer service via telephone, email and chat with both customers and vendors and the ability to escalate issues to Level 2 if unable to solve during the initial phone contact
Strives to meet service expectations through effective communication, listening and problem solving techniques. Uses service standards to ensure I/S Service requirements are met. Anticipates customer needs and/or system problems
Records, identifies, monitors, and resolves difficult problems and issues to include: mainframe, distributed systems, network, workstation tools, applications, and voice and data technologies. Monitors, controls, coordinates and schedules production activities to ensure minimal impact to customers
Recognizes problems situations, invokes recovery procedures and initiates corrective action as required and takes proactive measures to ensure no future reoccurrence
Collects, researches, organizes and interprets data. Assists in the development, enhancement and/or maintenance of system support processes and analyzes related costing to ensure requirements are met
Identifies, defines, evaluates and documents technical and business problems and/or opportunities to include: application, hardware and procedural issues and provides recommendations to support the I/S architecture and the business objectives. Interacts and effectively communicates with the customer and I/S associates to identify and define root causes and provides innovative solutions
Integrates and supports technical infrastructure changes through installation and maintenance of system components. Effectively integrates and supports the technology in the I/S infrastructure using system management disciplines to include configuration, problem, change, performance, and available capacity of the environment
Resolves and supports technical issues or problems efficiently and in a timely manner. Converts program or system specifications into structured program logic. Develops and maintains well-documented code
Creates, modifies and executes test plans for a new or modified technology, utilizing appropriate testing tools and standards. Develops documentation/user procedures and ensure appropriate training and user support
Provides direction, leadership and guidance on operational tasks and techniques, technical advancements, new products and project activities. Participates in the decision making process regarding changes or enhancements
Uses appropriate technologies to solve business and technical problems as well as takes proactive approach in providing recommendations which meet business requirements and adhere to the I/S architecture and technical standards
Willingness and ability to change work schedule on an as needed basis in addition to being a part of the "on call" rotation
Respond to technical support incidents and requests in person, via email and on the phone in a friendly, professional and timely manner
Identify, troubleshoot and research problems, recommending solutions and escalate the issue when applicable
Communicate known problems/fixes to team members, submitting knowledge solutions
Developing IT processes/procedures
Assist higher-level engineers in research of problems
Responsible for troubleshooting a myriad of hardware and software issues
Add/delete/modify user account information and documenting appropriately
Rotating 24/7 on-call duty required
Support of iPhone and Android handheld devices
College degree and/or professional certifications (Microsoft, CISCO, CompTIA)
Experience with scripting (VBS, PowerShell etc.)
SharePoint / Microsoft Office SharePoint Server 2007/2010
ITIL V3 certification
LANDesk experience
6 months + of Phone Support/Customer Service experience
Experience supporting Windows 7, MS Office 2010 would be a plus
Excellent customer service and interpersonal skills. This individual must be able to pick things up quickly, put people at ease quickly, seek to understand and be an advocate for the customer
Candidates must be able to follow directions and scripts as well as work by a defined process
Should have IT/Technical knowledge aptitude and or interests in technology
Candidates who have worked with different software programs will at least have an understanding of basic functionality
Prior help desk experience is helpful but not a requirement
Candidates should not have more than 3 years prior IT support experience
Strong customer service & oral communication skills
Technical Aptitude & interests
Ability to follow policy & directions (or scripts)
Document questions/answers (written communication skills)
College degree (preferred, not required)

Tier, Service Desk Technician Resume Examples & Samples

Bachelor’s Degree in related technical discipline with 9 years of experience, or, 11+ years without a degree
Working knowledge of Microsoft Windows system administration tasks including: Windows Server 2008, Active Directory, BlackBerry Enterprise Server 5.0, BlackBerry 10, RSA, Citrix, and SCOM monitoring tool
Working knowledge of BMC Remedy
Self- motivated problem solver possessing effective troubleshooting skills as it relates to IT issues
Strong oral and written communication skills with experience working directly with customers including VIPs
Ability to focus on ticket and monitoring systems for sustained periods
Document all Service activity and system maintenance documentation in Service Desk Manager
Communicate with customers is required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Associate or bachelor's degree in computer science or a minimum of 4 years of equivalent work experience working within a help or service desk environment
Properly triages issues reported by employees/customers
Maintains personal queue and meets SLA
New Hires and onboarding
Terminations
Supports corporate phone systems
Supports and troubleshoots Microsoft Office suite and corporate applications
Tier 1 troubleshooting for enterprise software and hardware
Provides excellent customer level support
Responds to tech issues in a timely manner
Escalates problems and incidents to appropriate next level support
Creating employee accounts for computers, mail, etc
Use supported ticketing/service system to report issues
Entry point for all tech-related requests
Contributing to team meetings
Occasionally supporting remote users (Culver, San Bernardino, NY, LA)
Supports Audio/Visual technologies
Intermediate office suite
Knowledge of basic printer troubleshooting
Windows 7 and Windows 8 experience (hardware and software troubleshooting)
Experience with VOIP phones in corporate environment
Pays close attention to detail
Desire to learn and expand career
Effective communication with customers and teammates
Intermediate Mac/OSX skills
Basic network troubleshooting skills

Service Desk Technician Tier Resume Examples & Samples

Responds to and diagnoses incidents through discussions with users
Documents, tracks, and monitors problems to ensure timely resolution
Provides first-tier support to end users for either PC, server or mainframe applications or hardware
Interact with network services, software systems engineering, and/or applications development to restore service and/or identify correct core problem
Operate within the SD AQL’s, first call resolution, and speed of answer
Perform password resets on applicable systems and ensure phone support is staffed with agents who are qualified to serve as Password Issuance and Control System (PICS) officers by the completion of task order transition
Be eligible to hold T1 Public Trust “clearance” supported by a Limited Background Investigation (LBI). There is no National Security Information (NSI) security clearance required
Collect information from callers and ensure that tickets are promptly and accurately documented in applicable ticketing system so that up to date information is available at all times
Ensure that other IT requests (application specific and others that cannot be resolved by SD Tier 1, 1.5) are properly routed to the appropriate support organizations
Utilize the knowledge base to guide callers through resolution of reported issues
Provide a support structure for SD Tier 1 to escalate incident to Tier 1.5 or Critical Incident Response Team (CIRT)
Ensure that all email service requests are processed within the AQL’s
Ensure that Tier 1 email team also receives Tier 1 phone support training to assist when email and fax incoming volume is low or during spike on the phones
Ensure that a response to every contact is acknowledged to requestor, documented accurately and worked as a first contact resolution or assigned appropriately
MCSA certification
Provides technical support to internal employees for all BCD Travel provided software
Identifies researches and resolves technical concerns with employee desktop and laptop hardware
Responds to trouble cases, telephone calls, emails and other requests in a timely manner
Documents, tracks, monitors and assigns incidents for resolution
Documents, tracks and fulfill service requests
Must be able to come to work promptly and regularly
Must be able to take direction and work well with others
Must be able to work under the stress of and meet deadlines
Must be able to concentrate and perform accurately while meeting applicable productivity measures
Must be able to handle other tasks as assigned
Assumes and performs other duties and responsibilities not specially outlined herein, but which are logically and properly inherent to the position
Experience with Active Directory to create user accounts and perform password resets
Experience with Windows 7operating system (1 year minimum)
Experience with Office 2010 and Outlook (1 year minimum)
Experience with software installation and application support (1 year minimum)
Hardware troubleshooting (1 year minimum)
Excellent Verbal and Written Communications skills
Knowledge of IT Service Desk procedures (1 year minimum)
1) Windows 10/ 7 experience. 5 years experience troubleshooting windows 7 and experience working with Windows 10. 25% of the tickets
2) Dell hardware experience: Corporate one is a Dell hardware shop. This person will need experience working with all hardware; laptops, desktops, printers etc, 50% of the tickets
3) Microsoft office suite: Having 5 years working with and troubleshooting office suit. 25 % of the tickets
Understands and actively participates in the Request Fulfillment and Incident Management analysis; initiates appropriate action
Performs Service Desk Technician II support duties, responds to calls, tickets, and emails immediately, and collects all pertinent critical data to resolve the issue. Responds to the alerts as per the Service Desk SLA and follows the appropriate escalation path to communicate with the proper resources to get the problems resolved. Escalates to appropriate Tier-3 support if needed along with all the pertinent data needed. Evaluates user difficulties and identifies situations requiring referral to other internal or external technical support. Provides on an on-call basis Tier-1 support 24 hours a day, 7 days per week to respond to Corporate One's alarms and emergency needs during non-business hours. Responds to all internal and external customers, peers and management in a pleasant manner and maintains a proper phone etiquette
Ensures that all resolution steps at his/her level is attempted to ensure first call resolution. Takes leadership and ownership of the trouble ticket and stays engaged with each party to ensure resolution and documents the resolution and adds the resolution to the Knowledge Base. Analyzes and Reports any issue trends to the supervisor in a timely manner. Enhances and adds to knowledge base for all technical documentation
Identifies and assists in implementation of opportunities for new or more efficient application of the organization's software capabilities. Maintains current working knowledge of various software, information systems, and new technology, and keeps abreast of new releases and potential bugs
Researches, resolves, and documents software and hardware issues and resolutions to Knowledge Base. Proactively monitors and performs daily health evaluations of Corporate One critical systems to prevent issues. Documents and communicates any issues to appropriate IT staff
Assists and provides consulting users with issues related with PCs, Laptops, Tablets and Thin Client applications and use of various software systems including local and remote connectivity. Provides level 1 operational and technical support for the phone system that includes user set up, move, add, change, and delete functions, desk set orientation and training including voice mail
Communicating directly in person
Communicating over the phone/remote sessions/chat to resolve issues
Delivering on existing or planned deployments/roll outs
Simulate or recreate user problems to resolve operating difficulties
Recommend and document improvements to processes/systems as a result of incident resolution activities
SCCM software distribution
OS Imaging/Re-imaging for trouble resolution and planned deployments
Assisting/Maintaining accurate inventory of all software
Assisting procurement of office funded software
Provide 1st level IT support (Single Point of Contact) including desktop related technical assistance via telephone, ticket system, emails and instant chat messaging tool, etc
Log all reported IT Incidents / Requests and perform 1st level troubleshooting, escalation or resolution as part of the Incident Management Process
Perform user administration, remote technical trouble shooting and provide First Contact Resolution where possible
Responsible for hardware setup / purchasing, software installation / purchasing and IT training as User’s Introduction to IT System
Coordinate, escalate and work with various IT support teams, business owners, service managers across regions
Create and maintain operational documentations / knowledge database
On-site resource for Disaster Recovery actions
Responsible for follow up with internal customers once incidents are resolved to ensure resolution and positive impact on customer satisfaction
Assist in developing and maintaining a problem resolution knowledge base
Ensure all open incidents are current and updated, and that all parties are aware of the incident status
Perform workstation imaging for all systems as assigned
Participate in IT project-related tasks as assigned
Intermediate knowledge of hardware support and the ability to remotely setup, configure and troubleshoot issues with printers, workstations, laptops, dual monitors and various other forms of hardware
Basic knowledge of telecommunication technology and protocols including handsets, wireless headsets, telecom switch access, PBX systems, mobile devices and VoIP
Strong organizational and communication skills with a focus on customer service, attention to detail and effective follow up
Ability to produce accurate technical documentation
Foster company success through a professional appearance, teamwork, being courteous to customers and all Scottrade associates and by having a positive attitude
1+ years customer service experience required
Experience with Service Desk ticketing systems; Altiris, Remedy, HEAT, Magic, etc. preferred
Primary Point of Contact for Hilton Grand Vacations internal customer issues per approved SLA metrics
Monitors the progress of Incidents and Problems, and provides timely updates to customers, Hilton Grand Vacations Information Technology personnel, and Hilton Grand Vacations Leadership Team
Performs Best Practices application and systems diagnosis and troubleshooting techniques in other to resolve all service affecting issues
Coordinates and escalates complex issues to the Escalation and Leadership Teams when necessary
Documents all communication in the Ticketing System, and updates customers regularly on active tickets
Excellent verbal and written communications skills with ability to build relationships at all levels of the organization
Must have a working understanding of the ITIL framework
Exceptional Customer Service skills
Able to effectively prioritize and perform Service Desk tasks in a fast paced environment
Excellent analytical, organizational and technical skills
ITIL Foundations Certifications

Service Desk Technician North Tyneside Resume Examples & Samples

The Service Desk Technician works as a member of the Service Desk team, whose role it is to ensure that customers are provided with high quality ICT services which meet corporate information and communications systems requirements, and to ensure that advice, consultancy, information, training and support are delivered in the most appropriate manner to keep pace with changing requirements
Ensure that requests for assistance are properly logged, assigned and responded to in a timely manner and according to agreed standards and procedures
Conducts tests of hardware and/or software using diagnostic tools to correct malfunctions
Installs or removes hardware and /or software, using supplied installation instructions and tools
Following agreed procedures, takes responsibility for maintaining and reporting up to date and accurate inventory information on the Council’s ICT assets
Following agreed procedures, takes responsibility for ICT security
To take reasonable care for your own health and safety at work, for that of service users and for other persons who may be affected by your actions or omissions at work
Provide a high quality, customer focussed service that is responsive to customer needs
Responds to requests for support in a timely manner and according to agreed SLAs and procedures
Ensures users and other interested parties are kept informed of progress and that corrective action is taken to avoid delays
Assist in the training of other staff. Advise and assist colleagues in the provision of services
Actively contributes to overall team objectives, responding effectively to new directives
Actively promotes and encourages team working across the IT function, in particular establishing an excellent working relationship with the Service Desk and other support teams
Good general education with a minimum of 4 GCSE at grade C or above including Maths and English, or the equivalent
Good literacy and numeracy skills
Completed Higher Education in ICT related area – Desirable
Foundation Certificate in ITIL Service Management – Desirable
Experience of working in a Customer Service role
Demonstrable experience in appropriate field
Evidence of a successful track record in a helpdesk environment
Evidence of provision of clear, balanced advice and guidance in an ICT related area. – Desirable
Relevant experience working in an ICT helpdesk environment
Able to manage and prioritise tasks and work schedules
Communicate effectively both verbally and in writing
Good customer care skills
Request Fulfillment
Interface with vendors and associations for new technology, standards, and vendor technical assistance
Interface with team members, shared services applications, and customers on requirements and acceptance of service changes
Interface with business unit IT personnel for business, customer, and user requirements
Interface with users for problem identification and resolution
Interface with network engineers, system administrators, and shared services application developers for ITIL process and functional execution and incident and service request escalation
Interface with incident management teams to capture problem identification information
Strong Customer-service orientation
Solid Communication and service skills (Verbal and Written)
Ability to develop in-depth knowledge technical environment (hardware, software, network), in order to identify opportunities to improve customer services
Strong understanding of Microsoft 7 Desktop Operating systems and Office applications is required
Must be able to work a flexible schedule and be available for after-hours support and on-call support
Respond to queries over the phone
Create AzNet Remedy tickets for any WAN and LAN connectivity, routers, firewalls, and security
Intermediate remote access solution implementation and support: VPN
Document all Service activity and system maintenance documentation in CA Cloud Service Manager
Work with other Service Delivery teams to ensure requests are routed to the proper resource to be resolved quickly and efficiently
Extensive application support experience and knowledge with Microsoft’s entire suite of products, including Outlook/Exchange
Exceptional knowledge of Microsoft Office Suite
Strong knowledge of CA Service Desk Cloud Manager ticketing system
Excellent oral and written communication skills, with proven ability to effectively interact with all levels of the organization
“Always” customer focused for all service delivery activities
Flexible and adaptable with the ease in enhancing existing skills, yet learning “new” skills
Ability to maintain you cool in a stressful environment
Associates Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience
Must possess appropriate current DoD Information Assurance (IA) Certification to be considered for employment; either CompTIA A+, CompTIA Network+, CompTIA Security+ CE, Systems Security Certified Practitioner (SSCP), OR CCNA-Security. CompTIA Security+ CE is the preferred certification. If the candidate doesn’t possess the appropriate DoD IA Certification, the candidate would be required to attain certification within six months of start date
Due to the sensitive nature of the mission for this government client, all candidates must hold or be able to attain a TS/SCI and be willing to take and pass a Counter Intelligence Polygraph if requested
ITIL Foundation v3 and ITIL Service Operations Certified strongly desired
Proven experience with ISP/ASP/customer service delivery environments
Knowledge of our IC customer's Agency Unique Environment, C2S, IC Gov Cloud and Amazon Web Services
Knowledge of our IC customer's Enterprise Shared Service Model

Integrated Service Desk Technician Resume Examples & Samples

As part of your role/function on the program, you will be granted privileged user access. Privileged Users are subject to greater scrutiny as a direct result of the elevated network privileges granted to them. Being entrusted with these critical duties, you will be subject to additional IT system monitoring, and supervisory evaluation to ensure continuous adherence to Privileged User processes and procedures. Privileged Users are subject to a zero tolerance policy for security violations
Possession of strong analytic, verbal, and written communication skills
Exceptional interpersonal skills and the ability to multi-task and operate in a fast paced and challenging environment
Proven experience with ITIL Foundations and practices
Proven experience with ISP/ASP/Customer service delivery environments
Knowledge of our IC Customer's Agency Unique Environment, C2S, IC Gov Cloud and Amazon Web Services
Knowledge of IC ITE future architecture and services (hosting, networks, desktops, CM Domain, security)
Knowledge of our IC Customer's Enterprise Shared Service Model
3-5 years of directly related experience supporting service desk operations
Provide excellent customer service using active listening and communication skills
Provide first and second level technical support, which includes centralized incident and request handling for customers with a focus on first call resolution; use best practice for incident management including detailed ticket documentation, and application of analytical skills to identify root cause and quickly determine the resolution
Diagnose, triage, and escalate incidents and requests to appropriate tier 3 and tier 4 assignee and/or team. Respond to incidents, requests for service, and questions within required response times
Troubleshoot and repair hardware and software issues on multiple operating systems
Provide on-site and remote technical support using tools for standard configurations of workstations, laptops, operating systems, software, hardware, printers, and peripherals
Assist in system upgrades and maintenance, including, but not limited to, add and/or remove memory, hard drives, video cards and power supplies
Responsible for configuring, provisioning and supporting various mobile devices and mobile device platforms
Work to develop an understanding of standard issues and assist in the creation and maintenance of technical documentation and processes
Deploy software and system images for multiple OS and hardware standards
Follow Heartland company policies, procedures and standards, as aligned
Performs other responsibilities associated with this position as may be appropriate and assigned
Follow personnel and department policies and procedures as outlined in the Employee Handbook and coordinate issues as needed through the Human Resources department
2 years practical experience in an IT Support role or combination of work experience and education
Proven team player with outstanding interpersonal and communication (written & oral) skills
Experience working with multiple operating systems and hardware platforms, including, but not limited to PC and MAC
Ability to manage multiple issues at one time with exceptional follow through
Exhibits an energetic attitude that promotes teamwork, integrity, and results
An aptitude for identifying, analyzing, and resolving common technical issues, questions and problems that occur in workstations, mobile devices, operating systems, software, hardware, and peripherals
Written and oral communication skills appropriate for the position, including the ability to speak well in basic professional situations (may include communication via telephone or in person)
Handling end user calls, chat, email, Web Tickets
Troubleshooting experience using remote control tools
Trouble shooting skills and experience in handling Exchange(Outlook)/Lotus Notes environment

Temporary Service Desk Technician Resume Examples & Samples

Provide the highest level of customer service in all interactions
Answer support calls and emails as requested
Create accurate and properly formatted tickets for all work that is performed
Frequently update tickets to make sure the most current information is documented
Perform basic computer hardware and software installations, configurations, and virus removals
Recognize and refer escalated matters to appropriate Tier 2/3 staff
Create and maintain documentation for internal tasks and procedures
Maintain a customer-centric environment
Minimum of 1 year experience working in a helpdesk, call center or other customer service environment
Ability to analyze and troubleshoot computer systems, software, and peripherals
Excellent interpersonal, communication and analytical skills
Personally accountable
Ability to communicate well and comprehend English
Ability to maintain and exercise patience and professionalism during stressful situations
Ability to handle change
Participate in on-call rotation and occasional after hours support
Experience with Cherwell Service Management
2+ years of experience configuring, installing, troubleshooting and repairing printers, PC and laptops
Associate's Degree in a related field
Strong amount of technical knowledge of Windows XP, Windows 7, Microsoft Office 2003/2007 products, Market Data Applications (ex. Bloomberg) and telephony environments
Bachelor's Degree in a related field
95% Remote phone support
5% Hands-on and face to face support
Strong knowledge of Microsoft Windows 7
Strong knowledge of Microsoft Office 2010 & 2013
Experience with Microsoft Active Directory, administration, creation of user accounts and Internet email
Experience documenting work in a help desk ticketing system
Must demonstrate excellent organization, prioritization, follow-up and time management skills
Teamwork skills, Customer service orientation, Communication (oral/written) and interpersonal skills
A+ Certification is a huge plus **

Information Technology Specialist Service Desk Technician Resume Examples & Samples

Three (3) or more years (full-time equivalency) of experience in the following
Three (3) or more years of experience in an organization serving 100 or more customers using an electronic ticketing system for trouble tickets, work orders, change requests and service requests
ITIL Training or Awareness. (Information Technology Infrastructure Library)
A ‘Customer First’ service ethos
Ability to communicate effectively with colleagues and customers
Maintain and foster respect for colleagues and customers, including during differences of opinion
A logical and analytical approach to problem solving
Demonstrate and encourage team work whenever appropriate
Pursuit of excellence in own work and from team
Ability to work on your own or as part of a team
Provides first line user support to including
Performs Installs, Moves and Changes of IP Phone hardware
Assists with the inventory documentation of workstations, servers, hubs, routers, networked printers and network cabling infrastructure
Set-ups and maintains user accounts for software, data access, and drive space utilization
Completes, passes and maintains an up to date status for all positional and company required compliance and regulatory courses by assigned due date(s)
Participates in special projects and assignments and performs other duties as assigned
Associates degree in Computer Sciences or Technology; or a minimum of 2-4 years related experience and/or training in Help Desk support; or equivalent combination of education and experience
Expertise with all banking software applications and strong knowledge of Microsoft Windows operating system & Microsoft Word, Power Point, Excel and Outlook
Ability to read and listen, understand and communicate information and ideas in a clear and understandable manner, both orally and in writing with senior executives, business unit management and staff, state and federal regulators and officials and significant business partners
Strong ability to read, effectively researches, analyzes and evaluates information to make decisions, solve problems and achieve goals
This position requires keeping complete confidentiality of all customer transactions and information
Certifications and Licenses: None

Service Desk Technician, Tier Resume Examples & Samples

Works with peers and management to resolve technical issues
Must have understanding with respect to monitoring, managing and maintaining local and remote customer applications and services
Must have working knowledge of network and systems administration, and recommended troubleshooting techniques
Ability to quickly and efficiently address customer needs by providing solutions to customer issues, or escalating to Escalation Team for prompt resolution. Excellent verbal and written communications skills with ability to build relationships at all levels of the organization
Technical School, University, or College education in a Technology Concentration. (Experience may be substituted for education)
1-5 years experience working in a call center/ help-desk environment
Experience supporting end users,and providing exceptional customer service
Must be bilingual
Experience with multiple ticket systems
Strong communication skills in french and English MUST be bilingual
Degree or diploma in computer science is an asset
Enhanced reliability and/or secret clearance needed
1) 1 or more years of experience with IT troubleshooting (this can be from personal clients/own business)
2) Experience providing customer service at a high level
3) Associates/Bachelor's Degree in IT field or an industry recognized certification
Demonstrate ability to effectively communicate by phone or in person
Demonstrate ability to achieve successful outcomes in handling difficult situations and customers
Demonstrate analytical and troubleshooting skills
Demonstrate ability to work in the help desk environment
Demonstrate ability to manage multiple priorities and follow through on projects to completion
Windows 7 install and troubleshooting
Network troubleshooting skills
Network printer installation and configuration
Fielding Service Desk calls and coordinating incident resolution
Provisioning of user accounts
Learning and becoming proficient with core technologies
Troubleshooting general hardware and software issues
Maintain detailed documentation of all actions and caller correspondence within support tickets
Effectively prioritize and manage support tickets to ensure timely and accurate resolution
Fulfilling Service Desk roles as instructed by Service Desk Manager
Alerting Service Desk Manager to emerging trends in incidents
Evaluating documented resolutions and contributing to the resolutions library
Performing preventative maintenance when required
Maintain communication with all levels of management, faculty and staff in a professional and courteous manner
Completing other job duties as assigned
Must be a quick learner
Proficient in Microsoft-based environment
Ability to communicate technical information in a user-friendly manner
Excel at multi-tasking
Knowledge of network technologies
Ability to prioritize and complete assignments with a proper balance between quality and a commitment to deadlines
Must have the ability to maintain confidential information
May need to travel
Able to work independently and support other team members
Degree in Information Technology or a related area
1 to 3+ years working experience in a Microsoft-based environment
Experience with ServiceNow a plus
Vendor certificates
1-2 years providing technical support
1+ years troubleshooting Windows 7 OS
Experience working with Active Directory, passwords, permissions, creating/deleting accounts

Technology Service Desk Technician Resume Examples & Samples

Bachelor degree in Technology
ITIL Foundation certification or equivalent experience
Strong communication skills and ability to communicate to demanding customers
Strong experience on Desktop Support within a busy, high volume of tickets and requests
Ability to diagnose and troubleshooting technical computer problems and install hardware and software
At least 4 years experience in a similar role
Experience on create and maintain procedures and operational reports analysis
Ability to technical staff training on procedures and new technologies
Availability to occasional weekends/holidays work
Ability to multi-task and work under pressure
Fluent in Spanish and English
Portuguese is a differential
Minimum 4 years of Service Desk experience or computer support related
Minimum 4 years PC and Mac support hardware and Mac OS X and Microsoft Windows and MS Office Suite troubleshooting skills
Disciplined approach to troubleshooting computer related issues, including remote troubleshooting and have basic server, network and telecom troubleshooting skills
Must have strong coaching and mentoring skills to lead by example, transfer knowledge and expertise
Strong verbal, written communication and listening skills
Must have strong customer service skills
Processes phone calls and email requests from external customers and partner field techs regarding client's IT service needs, issues and inquiries
Logs all incidents by providing high-quality customer service to our customers, both internal and external
Assists customers with new device configuration and implementation via a pre-written script
Troubleshoots IT related problems of application software, PC's, laptops, and printers per pre-scripted procedures
Tracks ticket progress by contacting resources assigned to open tasks
Log status updates and changes through ticket closure
Arranges for the dispatch of field technicians where issues/problems require onsite service
Knowledge of Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
Knowledge of Apple iPads
Experience with wireless network support, VPN, remote support
Use of incident tracking and problem reporting tool
Experience in hardware/software upgrades and troubleshooting
Basic knowledge of Active Directory administration
Ability to learn and support new applications
Ability to read computer instructions / documentation and comprehend procedural directions
Ability to install and configure new hardware including drivers, software, and peripherals
Closely monitor ticket queue to provide quality assurance of tickets in progress. Responds to and resolves client inquiries concerning systems operation within established Service Level Agreements (SLA)
Answer technical and how to use inquiries
Document all end-user requests and interactions in ticketing system completing all steps as defined
Provide technical account management for customers resolving issues and escalating when appropriate
Provide fast response and maintain a high level of professionalism at all times
Provides reports to management
Track all open requests in the ticketing system and document all actions taken
Diagnose, troubleshoot and resolve requests utilizing RDP, BigFix Remote Control, VPN Software, etc
Build and maintain knowledge base and document procedures
Document and manage Product Development issues to resolution
Troubleshoot all inquiries regarding systems, hardware, software and operator problems
Instruct users in the use of equipment, software, hardware and peripherals via telephone or email
Assist with other duties or projects, as assigned
Route or escalate requests to appropriate functional teams beyond Level 1
Administrative (10%)
Bachelor's degree (B. S.) from four-year college or university; three to five years related
Experience and/or training; or equivalent combination of education and experience desired
Knowledge of DNS, FTP, SMTP, TCP/IP, LDAP required
Proficient with Windows XP,Win7 operating systems and Microsoft Office required
Ability to balance priorities and work alone or a team equally well
Ability to travel to office and data center locations for on-site support, as needed
The ideal candidate would have formal Windows class-room training and certifications Microsoft technologies. The ability to perform Windows network administration tasks is critical to the position and a broad knowledge and understanding of the entire Windows work environment is required. Linux certification is a plus. A significant requirement for this position is a working knowledge of Linux network fundamentals and requires a minimum of 5 years of service desk operations with proven experience in Windows technologies
Basic understanding of IT enterprise infrastructure such as networks, systems, telephony and storage and the interrelationships between the components
Perform deskside installation and provide remote support
Available to work on a 24/5 schedule ,but mainly at night
Meticulously
Ensure employees understand their contribution to program objectives
Ability to multi-task and prioritize and manage time effectively
Report to Service Desk Senior on any issue that could significantly impact the mission of the Service Order Reception Center
At least 1-3 years customer service or related experience
Experience of working in a Service Desk or Customer Service environment
Must have a good command of the English language in order to provide effective phone, desk-side and email support
Demonstrate ability to deal with all employees and external customers while conveying a positive service oriented attitude
Intermediate proficiency in Word, Excel, and Outlook applications
High-level organizational and planning skills to efficiently and accurately manage workflow

Apprentice Service Desk Technician Resume Examples & Samples

To receive all customer calls via the Telephone Call Management System or queries via e-email
To assess the scale and impact of each problem, escalating serious or urgent problems as appropriate; prioritise and progress chase problems through to final resolution
To diagnose the cause and resolve the majority of customer problems as the first level fix technician, then allocate unresolved problems or those which require visits, to the Desktop Support team, the external hardware maintenance company or to other ITS teams, as necessary
Assist in setting up and controlling accesses to various systems; including new starters and leavers: manage the process of advising forgotten/revealing passwords in special circumstances, ensuring strict adherence to security procedures
Assist IT Solutions support staff in problem resolution, visiting customer sites if required
Liaise with colleagues, contractors, customers, technicians and suppliers as needed to manage problems and escalate issues
Have a good knowledge and understanding of Computing
Interpersonal skills, in particular possessing an excellent calm and patient manner
The ability to deal confidently and effectively with customers, colleagues, contractors and suppliers
The ability to communicate technical issues/conveying information clearly at all levels; in an appropriate manner
Knowledge and understanding of the principles of customer care,
Analytical and creative approach to problem solving; problem solving skills
General administrative and written skills
To share skills and contribute to the team to achieve aims and objectives
Strong communication skills - must clearly communicate technical issues with customers and management
Specific Skill Set needed: Windows 7, Apple - OS X Operating System; Dell Desktops, Asus Laptops and all Blackberry Hand held devices; Apple Desktops, Apple laptops and all iPhone and iPad devices; MiFi devices; Active Directory Administration / Users and Computers; Microsoft Office 2010; Symantec Ghost
Solid experience with desktop operating systems
Skilled in troubleshooting in fast paced environment
Must be able to think quickly and outside the box
Develops customer relationships by communicating effectively
Plans work in advance by thinking though actions necessary to complete tasks though to deadline
Must be capable of obtaining and maintaining a Top Secret/SCI Clearance
Additional specific certifications may be required
The work is typically performed in an office environment, which requires normal safety precautions; work may require some physical effort in the handling of light materials, boxes or equipment

Associate Service Desk Technician Resume Examples & Samples

Provide telephone support/triage to the internal customer and external client
Investigate and resolve soft/hardware incident and service requests using remote diagnostic tools
Record hardware inventory transactions; asset management including updating, retrieving, deploying and securing equipment
Partner with Service Desk Technicians to determine escalation path and see through completion owning the incident/request
Provide effective communication of ongoing activity related to service requirements and incidents
May assist with installs, moves and changes (IMAC); and
Effectively manages work, understands and meets SLA requirements (personal and team’s work queue) through the utilization of a ticketing process
High school diploma required or equivalent experience; and
Associate’s degree in IT, technical field preferred or equivalent experience
Strong communication and documentation skills; and enjoys working in a team environment
Minimum of 3 years’ experience in technical support with strong knowledge and experience troubleshooting various system and network issues including desktop/laptop hardware, Windows 7, Exchange, telephony, home networking equipment, applications, and other end-user associated technologies; understand networking fundamentals
Strong communication, analytical and problem solving skills. Strong interpersonal skills and ability to interact with customers, team members, and within various levels of management
Ability to multi-task, nimbleness and highly functional within a team environment; and
Some evenings and weekend work may be required
To provide support for Windows and Apple Mac Operating Systems, MS Office Packages and Remote Access (ADSL , 3G and Dialup)
To provide support for peripherals (external drives, modems, printers) and have a basic understanding of the TCP/IP networking protocol
To communicate effectively with relevant Stakeholders including team members and Management
To display a high sense of customer centricity and be team driven
To configure peripheral equipment (e.g. printers, scanners, PDA all data enabled devices)
To install, configure and trouble shoot all In-house Applications
To troubleshoot software and hardware related problems
To assume ownership of assigned calls
Work to varied operating hours and perform standby duties
Technical trouble shooting & diagnosis experience
Communication and listening skills
ITIL framework and Service Desk Technologies
Follow instructions and work according to deadlines
Be proactive and take initiative
Communicate effectively (oral and written)
Demonstrate a good understanding of own area of specialisation
Work both independently and cooperatively with others
Be analytical and problem solve
Give attention to detail
2 to 3 Years within an IT Desktop Support environment
AppleMac Certification, MCSE/A+, MCDST or relevant IT diploma
Troubleshoots desktop, application, and network issues for user community at desk side
Creates solutions for Service Desk Knowledge Base as a way to increase efficiencies
Supports remote users by traveling onsite if required to provide technical support
Provides desk side support during program operations
Network Administration
Monitors ticket input into the Service Desk application and escalates as needed
Troubleshoots user input to correctly route tickets to their appropriate destination
Follows up with users and or technicians on aging tickets in queue
Provides phone coverage during hour of operations
First point of contact for all information technology issues within Texas Capital Bank
Responds to telephone calls and email from TCB employees for IT support
Follow prescribed guidelines and procedures and seek guidance from technical lead as appropriate
Bachelor’s/Associates Degree or equivalent experience
Must be flexible for extended hours and/ or shift work
Ability and willingness to work overtime
Strong analytical aptitude and problem solving skills in a technical environment
Multi-task across several ongoing tasks of varying priorities as required
Ability to make good judgments, negotiate, problem solve and decision making skills
Must be able to minimize downtime by rapidly diagnosing and resolving problems
Be able to track and document information regarding troubleshooting techniques
Maintain a high level of teamwork and communication
Proficiency with Windows 7 and Windows 8 troubleshooting
Proficiency with Office 2010 troubleshooting
Proficiency with VPN troubleshooting
Act as technical expert in assisting users in troubleshooting issues and resolving problems with computers, data and equipment
Research and resolve complaints and problems in a timely
Provide IT support to external users via phone and remote assistance tools
Provide live (in-person) IT support to Internal Atkore users
Assist visitors with obtaining Internet access at Atkore facilities
Enter and update service desk tickets daily on behalf of users as necessary
Resolve routine questions and problems on an everyday basis
Serve as first point of contact for all Information Technology issues
Reset passwords and unlock accounts in Active Directory and AS400
Move and install computer equipment at local facilities
Assist with the administration of computer systems as necessary
Document Service desk related solutions into problem solving standard work documentation for other technicians
Monitor the AS400 system and all jobs during work shift
Configure, install and upgrade network connections, operating systems, software, and equipment
Troubleshoot problems with computer systems, including hardware and software, e-mail, network and peripheral equipment and makes repairs and corrections as required
Maintain accurate records and prepare reports for all installed Atkore PC’s
Assist systems programmers in isolating and resolving network problems
Perform repetitive motions such as bending and twisting
Stay current with newest technology to provide creative and efficient solutions
Assist users with troubleshooting of Atkore cell phones
Provide high level of Customer Service in resolving customer issues and/or requests
Assist in software releases and roll-outs and communication to the end users
Field incoming requests to the Service Desk via all resources (telephone, chat, self-service and e-mail) to ensure courteous, timely and effective resolution of end user needs
Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue in ticket system
Perform timely escalations and communications in accordance with procedures
Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician
Install anti-virus software and ensure virus definitions are up-to-date
Develop help sheets and FAQ lists for end users
Meet SLAs to manage end-user expectations
Supports, develops and documents new and existing processes, procedures and solutions to meet business needs
Participate in the implementation and maintenance of best-practice standards, policies, procedures, and associated training plans to ensure optimal daily operations are maintained
Establish/maintain lines of communication with stakeholders with a view to keeping all parties informed of incidents, problems, and resolution
Identify opportunities to improve global standardization and organizational efficiencies
Contribute to the development of overall strategy, tactics, planning and execution of initiatives to support IT services
Document work, including project post mortem documentaiton and metric collection
Maintain technical documentiaton and process topology to ensure alignment between the business strategies and the technology roadmap
40-hour on-site work week
Ability to support hours of operation 7:00 a.m. – 8:00 p.m
Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components
Lifting and transporting of moderately heavy objects, such as computers and peripherals
Experience working with a team in an offshore or outsourced service delivery model
Firm understanding of Active Directory operations
Understanding of basic TCP/IP networking
Strong statistical analytical and problem solving skills with high attention to detail and accuracy
Solid understanding of operating systems like Windows XP, Windows 7, 2003, 2008
Ability to conduct research into a wide range of computing issues as required
Demonstrated willingness to expand knowledge and skills in area of assigned responsibility
Knowledge of technologies commonly utilized in a manufacturing environment
Ability to build relationships and willingness to communicate with customer groups
Knowledge of infrastructure support principles
Demonstrated ability to comprehend strategy, vision and direction and to embrace and facilitate change
Results-driven, self-starter with the ability to manage multiple tasks concurrently
Exhibits accountability and accepts responsibility and consequences for work performance and conduct
Sets priorities, overcomes obstacles and opposition and uses organizational skills to get things done in a timely manner
A demonstrated customer service orientation
Proven teamwork skills and the ability to communicate with colleagues, customers and various levels within the organization
Intellectual curiosity supported by strong listening skills
Provide technical support through intake of incoming phone calls / portal ticket submissions / email
Provide server and network administration support for Managed Service customers. As well as assistance in troubleshooting networking events within the core Data Centre network
Offer Billable Managed Systems Expertise to non-managed clients
Second Tier of support for complex product line (Managed backup solutions, Managed firewalls, Managed Systems Administration, Cloud)
Intake client requests and properly log/categorize. Understand business impact, level of criticality and respond accordingly
Triage client requests to appropriate teams and work closely with internal/external vendors/partners to resolve issues
Provide timely customer updates in accordance with Product Service Level objectives
Log detailed and concise case notes during all client and case interactions
Follow prescribed policies and procedures
Diffuse difficult customer situations and promptly escalate and involve appropriate levels of management where needed
Assist with creation and maintenance of training documentation, knowledgebase articles and process documents
Assist with the onboarding and training of new hires and recursive training for existing staff
Mentor / Coach Service Desk Analyst I team
Perform server and network monitoring and alerting to customers via various event management systems
Trend incoming volume and respond accordingly to mitigate impact to the support teams
Monitor / Respond / Resolve issues related to Managed Cloud backup services
Occasionally may be required to work within the Data Centre facility
Understand, follow and police Data Centre Security procedures
Attend test and turn-up calls when services are being provisioned
Perform audit functions on client configurations, managed firewall configuration, network diagrams, technical service records and lead projects to correct any issues found
Identify operational enhancements and assist in the implementation of solutions
Facilitate group training sessions to existing staff
Networking certifications/education which would be considered an asset: CCNA, Fortinet, Sophos, Network +
Server & Cloud certifications/education which would be considered an asset: Openstack, VMware, Vsphere, Vcloud Director, Microsoft MCPs, RHCE, IT/PC Skills, SQL, Exchange
Knowledge of Webhosting services, html, php, coldfusion, web analytics
Knowledge of DNS record maintenance, domain registration
Understanding of Server Colocation, IAAS, PAAS, SAAS, Private & Public cloud solutions
Network troubleshooting, IP subnetting, Network topologies, ability to work with command line interface, troubleshooting principles for various connection mediums (DSL/T1/Fiber/PVLANs/VPNs/Ethernet of Cable)
Firewall Configurations including the setup of ACL’s, site site VPNs, UTM configurations for Fortigate, Cisco, Astaro
Functional Knowledge of cloud backup solutions (commvault, DPM)
Ability to qualify and perform basic initial troubleshooting of server level monitoring alerts (high CPU, Disk or memory utilization, service availability, etc.)
OS and application patching (windows, Linux, SQL, MySQL, Tomcat, Exchange)
2) Familiarity with various troubleshooting tools and ticketing systems. Candidates must have excellent ticketing/documentation skills (Manage Engine's Service Desk Pro ticketing system)
Provides service for team members to solve technical business service requests and issues
Participate in support team meetings as necessary
Dispatch 3rd Party service providers for handling on-site support tasks
Assist in training of Team Members in utilization of systems and tools
Continual education about dealership operations and computer systems in general
Self-motivated IT professional with 2 years in a Helpdesk environment including experience with remote hardware and software support
Familiarity with a variety of troubleshooting tools techniques and ticketing systems
Knowledge of Active Directory a plus
Perform operational activities, including system save and restore, AS400 IPL, server reboot, offsite tape storage and report generation and distribution
Monitor AS400 processes, backups and alerting software, including Nagios, Robot, MIMIX, QMessage Monitor and QSYSOPR
Escalate issues to other IT resolver teams, perform shift turnover duties and data center inspections, and work with AS400 print jobs. Contact vendors as needed
Create incident tickets to document issues and route them to appropriate support group for processing
Provide Level 1 support and troubleshooting for desktop and laptop hardware / software issues
Perform user account setup, security maintenance and systems monitoring
Participate in disaster recovery and business continuity (DRBC) exercises
Directly supports a large population of Windows and Macintosh clients in a network and desktop maintenance and troubleshooting capacity, including associated peripheral equipment
Provides first level support to end users, ensuring that the issues are clearly understood before proposing or implementing solutions
Logs all customer problem calls and e-mails, documents desk-side and remote support, and updates status information into the IT service ticketing system
Updates asset status information in the IT asset tracking system to reflect issues and returns
Clearly and courteously communicates with internal and limited external customers over the phone, electronically, and in person
Actively encourages a collaborative team environment with others in the IT department. Partners with other IT teams to accomplish shared goals
Analyzes, troubleshoots, and resolves advanced application and desktop operating system problems using established procedures, independent research, and personal experience within priority time frames
Is able to gather information and articulate in a ticket issues and requests related to business enterprise systems like Oracle. Can provide some basic assistance in this area
Provides advanced support for warehouse automation hardware, including RF Scanner Guns and specialized printing devices, when working in a location supporting warehouse operations
Cables equipment, handles computer repair tools, and utilizes diagnostics tools as required to troubleshooting and repair equipment
Reconfigures loaner and permanent issue laptop computers as required prior to issue
Provides on-the-job instructions, mentoring and guidance to less-experienced Service Desk Technicians and Interns
Participates in an on-call support initiative whereby different technologists receive alerts on their mobile phone outside of regular operation hours to respond to critical situations
Troubleshoots and resolves issues pertaining to mobile devices related to business applications and cloud-based services
Implements and encourages others to consider innovative solutions to problems or changes to work processes with the goal of eliminating inefficiencies, improving quality, and reducing costs
Demonstrates an understanding of how actions effect costs, and suggests reasonable cost saving measures
Maintains a clear understanding of the IT Operating Model and ensures all defined processes and guidelines are followed including the Service Desk processes, SLA's, ticketing requirements, equipment and software provisioning policies. Suggests improvements in these processes, policies, and procedures
Performs other IS required tasks in order to support Belkin future business growth and expansion of departments/units
Performs at or above established IT Service Desk performance standards
Fulfills responsibilities under ISO 9001 and 14001; understand and fully support IS0 system
Maintains a safe and clean work environment
Understands and follows company rules and regulations
Performs all other duties as assigned and required
3 - 6 years of technical experience in a high paced IT Service Desk environment
BS or BA degree in computer science, business administration, or a related field is preferred
Certified as a Microsoft MCP and as a CompTIA A+ Service Technician, or able to complete these certifications within one year
CompTIA Network+ and/or Microsoft MCDST certification is a plus
Knowledge at the expert level of current hardware/software, including personal computers and local area networks, TCP/IP, with particular proficiency in Windows 7/10, and Macintosh operating systems, and the Microsoft Office suite
Proficient in installing and supporting all Microsoft Office applications; and familiar with other common business and productivity software
Experience with Apple OSX and Macintosh computers, and related graphic design applications are a plus
Able to clearly and correctly express complex technical concepts in English, both verbally and in writing
Fulfills responsibilities under OHSAS 18001, understand and fully support OHSAS 18001 system
Computer setup and maintenance, coordination of employee moves, configuration changes for desktop PCs
Provide general troubleshooting and maintenance on computer hardware and software for Windows and Mac operating systems
Support users with software applications such as Microsoft Office
Supporting and maintaining user account information including rights, security and systems groups
Log incidents and service request calls into ticketing system
Provide high quality customer service and helpful attitude for all customers
Responsible for assigned tickets, track to resolution and perform follow-up functions to ensure customer satisfaction
Assist with hardware and software upgrades
Train new employees to use desktop software and network resources
Ensure all communication and escalation processes are followed
Participate in special assignments and projects as requested by management
Coordinate with other IT teams to seek and provide solutions
Conduct other assignments which assist in carrying out the mission of the IT department
Provide first line and second line helpdesk technical support
Raise, allocate and complete helpdesk calls
Operate the helpdesk call logging and IT asset management systems
Undertake general support of desktops, printers, and peripherals
Create and maintain user accounts, and maintain logs and account paperwork
Control the transfer of software and data to and from site, in accordance with the system security policies
Undertake office moves and installations, including telephones, computers, printers, communications, cabling and peripherals
3-5 years’ experience in similar role
Possess a sound knowledge of hardware and desktop software
Good working knowledge of MS Office products
Skilled in problem identification, ownership and technical resolution
Ability to work independently and as a part of a team
Ability to operate under pressure
Eligible for a Canadian Secret Security Clearance, ITAR and Controlled Goods
Install and configure desktop hardware and software (imaging) in accordance with published policies
Conduct front line problem determination using documented procedures and available tools
Local Support and Service for desktop/laptop hardware, monitors, phones, peripherals, software (OS, Office, other)
Provide excellent customer service, via phone and in person, concerning all aspects of technology provided by the IT department
Record all customer contacts, questions, and problems in the ticketing system including impact and priority
Perform asset management and Knowledge Base activities
Active Directory, SharePoint, basic business application help via KB guidance
Support to local printers at different sites, and installation and connection to Foundation network
AV/VTC Experience or certifications
Mobile device troubleshooting knowledge

International Service Desk Technician Italian Resume Examples & Samples

Phone support knowledge
Italian or spanish: very good
French: very good
English: good
IT Support: good
5 years experience in an IT support role
1 year desk side support experience in a windows 10 environment
1 year experience with account access management tools

Global Service Desk Technician Resume Examples & Samples

Is initial point of contact (phone/emails/webmail) for all customer inquiries
Verifies all contacts against database to ensure that contact is authorized to open a trouble ticket
Acknowledges all incoming email and web ticket inquiries within 15 minutes of receipt
Provides superior customer service to all customers
Effectively coordinates and communicates with other teams
Adheres to customer-specific procedures and Service Level Agreements (SLA)
Monitors all alarm conditions; follows escalation policies and procedures and SEVERITY Level processes
Creates and maintains written procedures
Completes shift turnover at the onset and end of each shift
Is competent with hardware configuration and support including server builds, rack and stacking, equipment and LAN cabling including cross connects
Works directly with vendors as appropriate to fulfill requests and address issues
Monitors all sites utilizing on-line tools and systems such as Solar winds and CA Nimsoft
Understands facility infrastructure specifically to the electrical and mechanical systems used in a data center environments including: Generators, UPS systems, ATS/STS units, PDU units, Chillers, air handling units, CRAC units
Checks Data Center critical areas as defined and reports issues found
Responds to all Data Center alarms per policies and procedures
Performs daily remote hands including tape swaps, DNS changes, Active Directory account creation and password resets, RFCs and other customer requests
Generates customer reports
1-2 year of Hands on Server or Network device configuration and management
Strong customer service skills, technical aptitude and attention to detail
Ability to communicate clearly in both verbal and written form
Ability to understand company Severity Levels and adhere to associated escalation process and procedures
Basic ability to identify, diagnose, escalate and/or resolve moderate technical issues pertaining to network and server communications
Experience with HP ProLiant servers, VMware virtual platforms, Windows 2008/2012 server, RedHat Enterprise Server, Cisco ASA, and Cisco switching products
Knowledge of CommVault, Veeam backup products
High level knowledge of monitoring tools and ticket management systems
General experience and knowledge of data center/ server room configurations preferred
Provide first level Service Desk support for a variety of technology incidents and service requests that are generated via phone, voicemail, email, instant message, self-service, and social-media
High School Diploma or equivalent
2 years work experience in the following
Ability to work under direct supervision
Ability to manage multiple issues at once
Must be willing to respond to on-call pager system after hours for support emergencies
Lift up to 50 lbs, with or without assistance, on occasion
Lift up to 20 lbs, unassisted on a regular basis
Certified Support Center analyst (HDI)
Provide first level technical &application support for UniFirst Team Partners
The ability to effectively work with Team Partners to identify, diagnose and resolve level one problems for UniFirst IT software, hardware and network issues via telephone support recording through a Service Desk application (iET Enterprise Work center)
Troubleshoot Company issued network printers, desktops, laptops, and mobile device issues at level 1 support
Office 365 Support
User Security add, change and delete for all systems (AS/400, Windows Active Directory and Lotus Notes)
Assist in creating materials for FAQs, and Service Desk Support Manual
Strong focus on customer satisfaction
Ability to multi-task and set priorities
Able to instruct users effectively & resolve issues over the phone
Able to sit for a prolonged period of time in front of a computer
Takes initiative to identify potential trends and report on them
Willing to work variable shifts & overtime. Reliable and Flexible

IT Helpdesk / Service Desk Technician, Based Resume Examples & Samples

Analyze data points from monitoring tools and reporting systems to determine the root cause of a problem and perform the necessary functions to resolve the problem
Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and client applications
Maintain a working knowledge of Service Desk and IT Operations procedures related to client services
Provide assistance in the areas of site support, and project specific assignments. Provide training as needed to end-users
Outlook Issues
Must also have great customer service skills
Triages escalated and Tier 2 requests & incidents and attempts to resolve on first contact before referral to Tier 3 support; assists with deployment of hardware and software at the customer’s work area and troubleshoots issues impacting productivity
Administers support with the highest ethical and customer service standards and ensures security polices are adhered to at all times; advocates & educates the customers on security policies and IT standards when necessary
Maintains the team and their own open ticket queue and provides regular status to the customer on progress until resolution is reached. Ensures tickets are well-documented with updates and resolution information
Assists Tier 1 technicians with various administrative responsibilities, including identifying and documenting any ServiceDesk+ Solution articles required to provide consistent first contact resolution
Provides new-hire training and support to incoming Associate Service Desk Technician team members. Assumes role of “mentor” through their first 90 days
Works with Project Managers, IT Leadership, and the business on various projects, representing the Service Management Team
Maintain interface between customers and Global Systems (GS) ·
Set expectation to customers in relation to incident resolution
Provide customers with technical frontline fixes aiming to exceed the GS Service Desk frontline fix target
Ensure all customer queries / requests are recorded accurately and assigned to the relevant workgroup within the Service Management Tool
Comply with GS Service Desk processes and IT policies ·
Be responsible for the request life cycle from initial logging through closure · Liaise with the GS Service Desk Lead regarding potential process improvements, problems or difficult situations
Comply with team metrics and set goals
Any Bachelor’s degree
At least 2 years in an IT course with relevant experience in a Helpdesk/Service Desk analyst role
At least 1 year in Helpdesk / Service Desk analyst role
At least 2 years in a Helpdesk / Service Desk analyst role in a Shared Service environment
Analytical thinker

It-l Service Desk Technician Resume Examples & Samples

Respond to user requests/inquiries for desktop support and other helpdesk functions
Deliver efficient, customer focused IT support services
Use troubleshooting skills to accurately identify technical problems across multiple applications in a complex network environment
Assist other technical support specialist to identify significant network issues or other problems
Install and maintain desktop applications
Regular attendance is expected based on schedule and business needs, the schedule for this position requires availability between the hours of 7:00 AM- 7:00 PM Monday-Friday, with the rare weekend work
Ability to communicate effectively and respectfully to all associates and all internal/external resources
Must be able to work inclusively, but also be able to work independently and without excessive supervision
1-3 Years IT experience in a customer focused environment (required)
Adaptable and intellectual agility to thrive in a demanding, fast moving and customer focused environment (required)
Prior customer service, retail or hospitality experience preferred
Provide first level troubleshooting skills to resolve general internal Penske system support issues with Penske's corporate office and field location users via telephone and remote communication tools
Work on special projects and laptop software configuration
Log all support calls into the call tracking system
Work with programming staff to communicate software issues
Follow-up with callers to ensure customer satisfaction
Other projects and tasks as assigned by supervisor
At least 2 years of prior customer service experience (technical or non-technical) required
Prior Service Desk and Project Management experience preferred
Vocational/Technical or certification required
A+ Technical Certifications preferred
In-depth knowledge of Windows 7, Internet Explorer, Outlook 2010 and MS office required
Knowledge of and ability to troubleshoot Printers in a Windows environment required
Basic understanding of AS/400 communication and connectivity required
Working knowledge of wireless technology and mobile environment required
Evaluate, prioritize and provide technical support for incoming requests made via telephone and e-mail from users
Create, update, follow-up, and close out help desk tickets in a timely manner
Troubleshoot and resolve 1st level service desk calls as quickly and efficiently as possible
Escalate calls when appropriate and follow up to ensure resolution
Place orders for hardware and software, as needed
Identify, test, and recommend new technology and business practices for implementation
Analyze and evaluate incident reports and make recommendations to reduce service desk incident rate
Utilize the network monitoring tool to track network performance and inform the appropriate team if a problem is developing
Identify and document user procedures needed to minimize or eliminate related service desk requests
Assist in updating and maintaining current documentation used by IT staff for troubleshooting (i.e. supported site info, software installation procedures, procedures for opening trouble tickets with varying vendors, etc.)
Maintain equipment inventory records and computer lease refresh cycles
Install computer hardware, software and related equipment
Maintain virus and malware definitions updates on PC’s
Ensure all equipment which is under a maintenance agreement is renewed accordingly
Associates Degree in Computer Science, or equivalent, preferred
A minimum of two years’ experience supporting a service desk
Technical knowledge and troubleshooting experience with PC hardware, operating systems, application software, LAN/WANs and e-mail, required
Intermediate skill level with MS Excel, MS Access, MS PowerPoint and MS Word
Excellent customer service skills for communications and user training
High degree of patience and perseverance with users and user problems
Detail oriented and ability to follow and guide various projects simultaneously through to completion
Excellent writing skills for recording information and communicating with all levels of users
Energetic and motivated to challenge the status quo
Ability to identify customers’ needs and offer appropriate solutions
Outstanding customer service skills and strong IT troubleshooting knowledge
Ability to maintain confidential information
Ability to travel if needed
Ability to work independently and support other team members
Understanding of ITIL processes

MAC IT Global Service Desk Technician Resume Examples & Samples

Must have experience with MAC
Degree (Bachelors of Arts (BA) or Bachelors of Science (BS) preferred
ITIL Foundation Certification preferred
Serves as 1st tier level (phone) technical support for Service Desk issues. Respond to customer requests for computer, software and hardware technical assistance
Research solutions and resolve user problems or recommend technical solutions
Monitor tickets and maintain database and logs of Service Desk calls, status and work performed
Ensure problems are solved to the users’ satisfaction or escalate unresolved issues to the next level for further investigation
Respond to incident/request messages for customers seeking technical assistance
Ask customers questions to determine nature of issue
Walk customers through problem-solving process
Assist in the creation of knowledgebase and SOP articles. Create and maintain user procedures, guidelines and documentation
Runs diagnostic programs, isolates issues, determines and implements solution
Assist with IT deployments, moves, projects (as needed)
Troubleshoot and resolve basic network technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
Train users on new processes and functions
On Call Support on a rotational basis nights and weekends
Strong understanding of IT systems and technologies including Windows environments
Must have strong proficiency with computers, peripherals and applications, including but not limited to Windows, Active Directory, Microsoft Office, Desktops, Laptops and Printers
Must be proficient with ITILv3 based ticketing systems such as LANDesk, ServiceNow, and Remedy
Strong verbal and written communication skills, Must have the ability to communicate effectively to executives and end users in none technical terms
Detail oriented and strong organizational and multi-tasking skills
Ability to work with sensitive or confidential information and experience with encryption
Ability to meet deadlines and work well under pressure
Ability to work in a team environment as well as independently and be self-driven
Proactive, Critical thinking, problem solving, judgment and decision making
At least 2 yrs experience supporting Windows operating system computing environment
Previous experience in a help desk environment desired
Must be able to work independently and self-directed, as well as, within a team
Successful candidates will be comfortable operating in a fast paced and changing environment
Successful candidate should be flexible and able to complete projects outside their normal daily duties as needed
Occasional weekend and non-business hour support may be required

IT Global Service Desk Technician Resume Examples & Samples

Knowledge of/experience with the following
MS Windows 7, 8 and Windows 10 computing environment
MS Office 2010/2013/2016/Office365
Internet Explorer 11.0
Cisco Any Connect VPN (Virtual Private Network)
Windows 7 OS Hardware/Software Troubleshooting
Active Directory - PW Resets and Adding/Deleting Users
Network/Internet Connectivity
Technologies include standard desktop/laptop PC's, operating system, productivity software, connectivity tools, support tools, and related utilities used by our clients
Strong technical skills for common PC operating system, MS Office, networking/connectivity, and related technologies
General knowledge of PC and related technologies used by our clients and business
Hardware Break/Fix, Software Installations, Active Directory (PW Resets)
Knowledge of/experience with MS Windows 7, 8 and Windows 10 computing environment, MS Office 2010/2013, MS Outlook, SharePoint, Internet Explorer 11.0, Cisco Any Connect VPN (Virtual Private Network) and Mobile devices
Knowledge of Macs would be an advantage
Passion for providing excellent customer service
Ability to work in a fast-pace environment; ability to multi-task, change direction, effectively prioritize, and meet deadlines
Interest in being part of a team, and ability to work effectively with both local and remote staff, teammates and managers
Able to work non-standard hours for periods of time as needed and participate in rotating weekend On-Call
Able to travel to domestic and international sites one to three times during a year, normally for periods of one week or less
Able to lift, carry and bend as required to install common end user computing items including desktop PCs and monitors, desktop telephones, desktop printers, and power protection devices
The front-line customer facing candidate communicates via telephone and/or email with customers to troubleshoot, resolve/escalate technical issues. Consistently demonstrate professional and superior customer service and interpersonal skills while identification, prioritization, resolution or escalation of issues within SLA guidelines
Perform troubleshooting, resolution or escalation of email requests applications
Responsible for ensuring critical support issues are escalated as appropriate with internal and external sources to meet or exceed agreed upon service level agreement guidelines
Proactively create, improve Knowledge Management Articles and adopt best practices
Maintain a conscious level of Situational Awareness to update peers, management and other Tiers
Adhere to department standards, service level agreements and process and procedures
Perform ad-hoc assignments not necessarily detailed in the job description
Provide first line response for users requiring assistance with information technology issues and problems
Track issues to resolution updating the internal knowledgebase and/or communicating lessons learned with relevant business units
Knowledge of the ITIL methodology, Incident Management, Problem and Change Management processes
Update daily status reports and shift turnover reports
Act as a liaison between customers and technical escalation teams to provide a single view to the organization for information technology related problems

ITS Service Desk Technician OPS Resume Examples & Samples

Providing support in a call center environment
Providing timely and effective customer service and resolution at first contact
Translating customer needs while ensuring accurate completion of all requests
Providing general information and customer assistance
Technical troubleshooting for the full Information Technology Services suite
Directory Assistance
Resetting passwords
Account management and troubleshooting
Performing other duties and special projects, as requested
Must have at least one year of customer service experience
Must possess excellent customer service and interpersonal skills
Must have the ability to read and follow directions
Must be self-motivated with a strong work ethic
Must have the ability to communicate technical information to non-technical users
Must have a basic understanding of computer hardware and software
Must have experience using the Microsoft Office Suite

Help Desk, IT Service Desk Technician Resume Examples & Samples

Provides desktop support for all desktop/laptop computers hardware, software, printers, and audio/video equipment
Must have basic knowledge of computer hardware, software, and networking in order to evaluate the best methods of addressing issues
Provides basic troubleshooting support for users and other IT staff
Monitors IT’s service management ticketing system and responds to all requests for technical support
Monitors and answers MRIGlobal’s Service Desk phone line and provides Tier 1 support over the phone
Documents, tracks, and monitors Incidents/Problems to ensure a timely resolution and keeps users apprised of status of issues
Communicates clearly and effectively with MRIGlobal staff and provides excellent customer service
Solves problems related to hardware, software, and training in the use of workstations operations
Assists, prioritizes Incident, Service Requests and assigns the tasks for escalation to Systems and/or Network Engineers
Knowledge of IT Infrastructure Library (ITIL) and IT Service Management (ITSM)
Associate’s Degree in a technology related field with 1-3 years of relevant experience
Experience and/or certifications (Microsoft Technology Associate, ITIL, etc.) may be substituted for a degree
CompTIA A+, Network+
MCSA for Windows 7 or higher
MCSA for Windows 2008 or higher
Cisco Certified Network Associate (CCNA)
3-5 years of experience troubleshooting Windows Desktop and Server Operating Systems, business applications, printing systems, and network systems
Diagnose, troubleshoot, and resolve issues including
End user PC/Application
Server connectivity and performance
PC/server hardware
Additional tasks may include
Hands-on tasks with client and internal equipment
Device installation, configuration, and turn-up
Hardware component installation (RAM, HDD, Controller cards, etc.)
Workstation and server recovery
Responsible for providing a timely and professional response to all incoming support requests
Maintain exceptional client communication by explaining complex problems to end users with limited technical understanding
Ensure all requests are properly documented within our systems for tracking and reporting purposes
Proper physical attire and professional presentation to clients required
Triage all calls and incident requests submitted to the Service Center via Service Now and ShoreTel Contact Center
Performs and oversees software/hardware installations and upgrades
Manage wireless devices via MDM tool
Remains current on new technology, research problem solving techniques and solutions
Communicate with other departments to understand and meet their requirements
Responds to ongoing needs via email, telephone and other forms and requests to problem solve in a timely manner
Some Travel to field locations to support hardware, software and work on projects
Minimum of 3 years of related work experience
Minimum High School Diploma or Equivalent
Possess and maintain a valid driver’s license to include a safe driving record satisfactory to the company
Interpersonal communication skills are required in order to interface with all affected teams, personnel, and vendors
Strong work ethic with demonstrated ability to effectively work with minimum supervision
Solid computer skills to include Microsoft Office Software and Windows 10 OS
Ability to work overtime, weekends, holidays, with the ability to respond to call outs as needed to fulfill business objective and the ability to work shifts for plant or field conditions
Ability to lift, push, and pull at least a minimum of 50lbs
Ability to work in changing climate conditions
Able to work in close quarters: i.e., work while kneeling, squatting, sitting, climbing, and standing
Follow and adhere to all applicable Personal Protective Equipment (PPE) guidelines (ex: eye protection, footwear, Nomex)
Regular and Reliable Attendance
Familiar with Sarbanes-Oxley Act (SOX)
Microsoft SCCM (software push and imaging)
Smartphone configuration and troubleshooting (iOS and Android)
Service Now ticketing system
Being involved in the day to day support of existing environments; monitoring alerts, responding to service tickets, preventative maintenance
Processing customer calls by logging data into the database, solving repeatable calls, and dispatching calls to other technicians
Processing customer requests for telecom moves, adds, and changes
Taking calls that require desk side computer assistance. Working closely with customers to get equipment and software back to operational states
Supporting internal IT based support systems. Can include, but not limited to ITSM, PPM, Orion. Support includes a basic understanding of the applications, ability to apply system upgrades and basic report writing
Create tickets (incident and/or work orders) for Non-secured Internet Protocol Routing (NIPR) and Secret Internet Protocol Routing (SIPR) issues received via telephone, web portal, and/or e-mail and document tickets in detail through the Automated Information System (AIS) (Remedy). A Remedy Incident is an unplanned interruption to an IT Service or reduction in the quality of an IT service. A Remedy Work Order is a new service or capability request
Provide monthly metrics for eTools End Devices and Cabinets
Use Government provided remote-support software tools to access customer end devices to resolve/complete customer tickets
Have the capability to properly support temporary surges of workload. Workload (calls & tickets) surges occur when a significant number of users across the enterprise are affected by an issue causing the Service Desk workload volume to significantly increase
Respond to all Service Desk customer calls and tickets for IT support with the objective of resolving 75% or more of all calls/tickets on first contact. For customer tickets that are unable to be resolved/completed by the Service Desk, the Service Desk Technician shall immediately assign these tickets to the appropriate work center
Participate in the development, administration, and maintenance of a knowledge database work management support tool by writing and verifying knowledge articles as required
Document analysis, findings, and events as part of the ticket prior to escalation
Consult with Communications Focal Point (CFP) technicians as needed to escalate Enterprise-wide issues. The Service Desk Technician shall analyze and determine affected area(s) and provide CFP with accurate information to ensure proactive notification of the affected user community
Assist in maintaining the Service Desk on-line library that includes: checklists, technical manuals and guides, application software/hardware configurations. The Service Desk Technician shall provide recommendations to enhance efficiency and improve productivity
Identify trends, create master tickets (currently Problem Management) for outages, and ensure the CFP has situational awareness
Ensure detailed resolution is documented in the resolution field of the AIS. Detailed resolution consists of all information required to understand how the issue was resolved without having to follow-up for clarification
Maintain certifications IAW DoD 8570.01-M Information Assurance Workforce Improvement Program
Ability to troubleshoot network and server hardware, computers, software applications, telecommunication, and network communication issues
Ability to write knowledge articles
Familiarity with a help desk ticket system (Remedy)
Provides first level support to end users for Windows and Macintosh clients in a network and desktop maintenance and troubleshooting capacity, including associated peripheral equipment
Installs and configures a limited amount of new hardware and software. Helps to keep the local disk imaging solutions operational and updated with approved security and application updates
Assists other technical teams in on-site tasks when local resources are not present
Creates and maintains IT tickets when required using the corporate IT ticketing system. Ensuring adequate information of the request/issue is captured and other key ticket details such as category & severity are accurate
Escalate and Assign tickets to other IT groups as necessary, ensuring prior research and efforts are documented in the ticket prior to reassignment
Complete and close IT tickets assigned to the APAC Service Desk within the calculated SLA Date
Participate in Asset Management processes of end user devices
Regularly travel to our Shenzhen branch office or other China offices as required
Three years of technical experience in I.T. service desk environment acquired from a global organization
Bachelor Degree or Tertiary Education in Computer Science or Business Administration, or related field is preferred
Certified as a Microsoft MCP and as a CompTIA A+ Service Technician. Microsoft MCSE certification is a plus
Experience with Macintosh workstations and related graphic design applications are a plus
Experience in wireless network operations and/or bar code technology is a plus
Proficient in installing and supporting current versions of Microsoft Windows Operating Systems
Fluency in both spoken and written English and Mandarin
5+ years’ experience providing Call Center and Tier support at Service Desk to technical and non-technical customers
Experience performing in an operation center environment using collaboration and ITSM tools such as BMC Remedy, ServiceNow, known error databases, and knowledgebase
Initial Support and Analysis for problem identification
Analysis and assignment of trouble tickets
Monitoring, tracking, and communicating resolution and recovery of incidents
Providing status updates and progress towards resolution of assigned incidents and communicating with relevant parties on incident progress
DHS Experience
HDI Help Desk Manager Cert
System Administration - IT Service Desk specialist provides 1st and 2nd line administration and support for computer systems, network/VoIP systems, applications, office server infrastructure and back-office systems
Servers/Systems administration, including virtual environments
A good understanding of basic hardware computer hardware installation/configuration and troubleshooting skills and knowledge
Office 365, Skype for Business
Minimum of 5 years relevant full time work experience, where having worked in an international environment would be a plus (with special emphasis on working with U.S. companies)
Duties of the Help Desk Technician are to assist customers who are experiencing procedural or operating difficulty with the use of IT applications, products or services. Complex and/or high priority problems are elevated to specialized support groups for resolution when needed, but the Help Desk Technician is responsible to ensure that an effective solution is provided to the user
Determines the most effective manner to resolve client's technical issue
Records required customer and problem information in the BMC Remedy or similar Ticketing System
Updates tickets with appropriate journal entries of activities, and closes tickets with resolution entered upon completion of the job
8570 Category Level / IAT Level = IAT Level II (GSEC, Security+ CE, SSCP or CCNA Security) or higher
Final ROK-MND-Secret Security Clearance
Completed Higher Education in ICT related area
Foundation Certificate in ITIL Service Management
Evidence of provision of clear, balanced advice and guidance in an ICT related area
Experience of working in an IT Customer Service role
Experience of Active Directory
Experience with Active Directory and remote troubleshooting of enterprise applications
Ability to write and speak English fluently
Strong customer service and collaboration skills
Attention to detail and ability to draw solutions from many pieces of information
All levels of experience are welcome to apply to join our company and share in our continued international growth
Using remote control tools solve 70% of incident calls on the first interaction with the customer
Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and client applications. Maintain a working knowledge of Service Desk and IT Operations procedures related to client services
Provide support for business applications
Working knowledge of Microsoft server, workstation and networking technologies. Working knowledge of industry standards with regards to system and network administration
Ability to solve PC related problems utilizing remote control tools
Strong analytical and trouble shooting skills
Triages incoming phone and ServiceNow requests and attempts to resolve on first contact before referral to Tier 2 or 3 support; ensures customer service standards are adhered to at all times
Maintains open tickets and updates the customer on progress until resolution is reached
Assists with new hire/contractor onboarding and desktop installation of hardware
Assists Service Desk team with various administrative responsibilities, including identifying and documenting any ServiceDesk+ Solution articles required to provide consistent first contact resolution

Enterprise Service Desk Technician Resume Examples & Samples

Updates customer support procedures to ensure appropriate response to future incidents of a similar nature. Maintains expertise in supported applications and operating system
Identify trends and propose solutions to common issues
Write knowledge base entries to ensure consistency of support across the organization
Provides updates, status, and completion information to manager, and/or customers, via telephone, email, or in-person communication
Recognize and refer escalated matters to appropriate support staff
Maintains a customer centric environment
Three (3) years experience working in an IT help desk or service desk
One (1) year experience working in an escalated supported role (Tier 2, etc.)
Two (2) years hands-on desktop support experience supporting laptops, monitors, phones, and peripherals
Two (2) years hands-on operating system (OS) experience supporting Windows, Mac and/or Linux environments
One (1) year experience with maintaining written instruction, policies, and procedures
One (1) year experience using a ticketing system
ITIL Foundations
Experience providing support to executive level customers
Working Knowledge of University of Colorado, including
Ensuring that phone calls and emails are dealt with promptly to provide the best possible service to the business
Logging all tickets for incidents or requests that are reported
Ensuring that first line incidents are resolved quickly and efficiently
Ensuring that second line incidents are investigated and promptly escalated where required
Proactively managing open incidents, working with 2nd/3rd line teams to gain the fastest resolution based on incident SLA
Remote support and fixes
End-to-end ownership of tickets, ensuring customer satisfaction before closure of incidents or requests
Maintaining and administering to ensure systems are running and to escalate any resulting issues
Maintaining and administering user accounts, ensuring users only have access to what they require in order to fulfil their roles
Excellent analytical/troubleshooting skills
Concise written and verbal communication skills
Self-managed with ability to work unsupervised
Quick to learn
Commercial experience working in a Service Management function./**/ Apply for this job
Respond to technical support incidents, requests in person, via email and on the phone in a friendly, professional and timely manner
MAC Knowledge (macOS)
Hardware Knowledge (A+ Certification a huge plus)
Eagerness to be in an IT career
Strong knowledge of Microsoft Office Suite (Office 365)
Hardware/Software troubleshooting experience
Experience using Help Desk Ticketing system – Track-IT
Experience with Active Directory strongly preferred
Experience troubleshooting Exchange related issues
Mobile device set up and troubleshooting experience
Associate’s degree in a Computer or Engineering related field or the equivalent combination of education, technical training and related experience
Experience working with customers, addressing issues, and managing customer requests on the phone and/or in person
General working knowledge of the Windows and Macintosh Operating systems
Experience resolving moderately complex problems with a focus on details to ensure follow-through to assure problems are resolved
Experience writing technical solutions and commercial knowledgebase articles
Ability to achieve and maintain a high level of technical proficiency
Experience and knowledge of the skills needed for a customer support role to include a focus on listening, rapport-building, good written and verbal communication skills with the ability to communicate with individuals with all levels of technical and non-technical skill sets, friendly and approachable nature, and courtesy and patience
Strong typing and documentation skills and specifically, the ability to type by touch
Advanced knowledge of the Microsoft Office Suite, Adobe Professional, Cisco Unified -
Experience working at a service desk
Experience supporting Unix or Linux
Identify software and hardware problems and repair
Supporting the rollout of new applications
Perform regular maintenance on hardware and software components
Install and configure desktop/laptop PCs, printers and other hardware
Run diagnostic programs or use test equipment to locate source of problems
Communicate effectively with end users and customer management
Maintain security and functionality through application of program temporary fixes
Responding within agreed SLAs
ITIL Service Capability – Operational Support and Analysis
ITIL Continual Service Improvement or ITIL Practitioner
Configuring Windows Devices (70-697)
Comp TIA A+
Comp TIA Network+
Incident and Problem Management experience
Service desk experience
Comp TIA Security+
Provide 1st and 2nd level PC, peripheral and software support services within small and medium office environments with some at active construction jobsites - includes configuration, installation, troubleshooting, and maintenance (IMAC)
Respond to assignments and document progress and resolution within the company service request ticketing and tracking system
Keep abreast of new trends and emerging technologies in the IT industry
Train people in the use of company systems
Learn the various computing and data needs of our company, managers, and users in efforts to reduce computing frustrations, ensure data security, and drive productivity
Learn and adhere to company safety standards (particularly during construction jobsite visits)
Some state-wide (Colorado) and national traveling required
Understand and comply with the Company’s Code of Business Conduct and Ethics and other industry-specific professional and ethical conduct standards, if applicable
Up to 15% Travel
Motivated to deliver a high degree of customer service
Ability to communicate in an effective and positive manner
Must be able to work independently and multi-task in a technically-evolving, multi-faceted environment
High problem solving and analytical abilities for diagnosis and repair
Ability to translate and explain computer issues to users in ways that make sense and apply to their daily business needs
3-5 years of working experience in a service/help desk role or similar
A+ certification (alternative proof of experience may be considered)
Experience troubleshooting print and scan issues
3 years of experience with Microsoft Windows operating systems (desktops and laptops) on a LAN/WLAN
Experience troubleshooting virus and malware infections
Receive calls, emails and web-tickets for end users and other WGU Staff / help desks, and create Incident tickets or Service Request tickets, logging all pertinent information,
Strong analytical skills balanced with effective communication and excellent customer service skills
Ability to work independently, analyze problems, and make decisions with minimal management intervention
Proactively involve key technology infrastructure teams when necessary
Ability to anticipate potential obstacles and develop contingency plans to overcome them
Awareness of new and existing technologies, architectures, and best practice
Ability to manage multiple issues simultaneously in high-pressure environment where change is commonplace
Individual must be able to handle multiple interrupts and be able to multi-task effectively
Ability to diligently follow standards and best practices for many different technology areas
Appropriate Technical Support experience and knowledge required for Level 1-2 Agents
Windows and Macintosh platforms
Multiple Internet Browsers
Support for remote and local staff and students
Some technical background across infrastructure technologies, e.g. network, voice, unix
The individual must have 2+ years of Industry experience
CompTIA A+ Certification
ITIL Foundations desired, but not essential
Associates Degree in Business/IT and/or at least 2 years of equivalent experience with desktop and laptop support technologies including Windows 7 and Windows 10, Microsoft desktop applications, Exchange, telephony, home networking equipment, applications, other end-user associated technologies and disk imagining
Ability to multi-task in a highly functional team environment
Ability to work evenings and weekends may be required

Service Desk Technician, ETS Resume Examples & Samples

Candidates must have 3 to 5+ years hands-on experience and background supporting Windows Operating Systems
Windows 7 experience 5+ years and, at least 2+ years Windows 7 and MAC experiences with installation, navigation and troubleshooting of each operating systems
Candidate should also be able to provide first and second level knowledge of the following applications Skype for Business, Anti-virus software, broadband connectivity with or without Cisco VPN and support MS Office suite
This person must be able to build a computer from scratch given all the components (i.e. hard drive, motherboard, video card, ram, Windows OS software etc…)
The candidate must possess the knowledge to provide second level support on a variety of PC applications software and hardware, which typically include: Microsoft Office products, Outlook, IE, Chrome, Exchange user based, other network applications, printers and laptops
The individual must be organized and capable of working in a team-oriented environment. In addition, the individual should possess a strong customer service attitude
Associate Degree in Information Technology or equivalent experience preferred
Three to five (3-5) years of Desktop Support
Help Desk call tracking system, Windows XP/7/8 OS, Office 2010/2013, advanced skill set in peripheral equipment repair
A+, MCP, MCSE preferred
Read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Write routine reports and correspondence. Speak effectively before groups of customers or employees of organization
Frequent travel up to twenty-five percent (25%) to correctional facilities, regional offices, client and/or vendor sites. Subject to after-hours work to meet deadlines
Support and maintain company technology equipment and IT assets with skill and precision to resolve issues the first time
Install, configure, diagnose, repair and upgrade all corporate hardware and equipment while ensuring optimal performance of the equipment and personnel
Troubleshoot problem areas in a timely and accurate fashion and provide recommendations for improvement to management to reduce systems and employee down time
Provide end-user training and assistance where required
Assist in fielding the incoming day-to-day technical support requests including; identifying, prioritization, troubleshooting, and leveraging all available resources to resolve production related issues
Communicate issues to appropriate escalation groups and management as required
Liaise with, and provide training and support to, end-users and staff on computer operation and other issues
Install, configure, test, maintain, monitor, and troubleshoot end-user workstation hardware, networked peripheral devices, and networking hardware products
Install, configure, test, maintain, monitor, and troubleshoot end-user workstation software, and networking software products
Perform on-site analysis, diagnosis and resolution of complex PC problems for a variety of end-users, and recommend and implement corrective hardware solutions, including off-site repair as needed
Receive and respond Help Desk calls, pages and / or e-mails regarding PC and / or hardware problems
Develop and promote positive customer relationships while handling requests for assistance by phone, email or via the ticketing system
Track 100% of all customer encounters, research questions and issues according to department guidelines
Ensure escalated tickets are resolved in a timely and efficient manner. Document each ticket with details and clarity when updating or closing according to department guidelines
Recommend, schedule, and perform PC, hardware and peripheral equipment improvements, upgrades and repairs
Aid in development of business continuity and disaster recovery plans, maintain current knowledge of plan executables and respond to crises in accordance with business continuity and disaster recovery plans
Assist in completion of special projects on an as needed basis within the IT Department
Operational experience / understanding across
Knowledge of the end-to-end ITIL framework
2-6 years of experience in working within a Service Desk environment
Ability to engage and partner with internal staff as required across all infrastructure platforms
Ability to identify problems and work to resolution as required
Ability to work in operational crisis situations
Knowledge of virtualisation technologies and the specific challenges they bring
Proven ability to operate in extremely high pressure situations and successfully handling multiple priorities with a high level of discipline while remaining flexible
Ability to work on own initiative, with a high degree of autonomy
Self-motivated and self-monitoring, continuously evaluating own work processes
Strong understanding of Windows OS, Linux (preferably SUSE) and the way in which applications interact
Strong understanding of Microsoft Office Suites
Strong understanding of Microsoft Desktop Operating Systems

Assistant Service Desk Technician Resume Examples & Samples

Utilizes troubleshooting procedures to provide support to end users via multiple methods such as telephone, email, or in person for incident resolution; may also provide assistance in setup, installation and configuration of hardware and software
Assists with upgrades to hardware and software. Support new hardware and software in compliance with internal controls, policies, and standards
Utilize available documentation and resources regarding systems and applications to resolve common incidents
Answer questions on Level 1 incidents. Recognize and escalate more difficult incidents to Level 2 Support
Associate degree with an emphasis in computers or equivalent experience
1 or more years of computer repair, hardware and software troubleshooting experience
Requires basic knowledge of PC hardware, software applications, operating systems and network connectivity
Must be customer oriented and proactive in resolving incidents while maximizing use of computer resources
To be the primary support contact for Darchem issues, working with employees, and Corporate IT team
Be competent in the identification and resolution of issues with hardware, software, peripherals, mobile devices and other supported systems and services
Previous proven experience working within a support environment 
Ability to work both independently and in a team-oriented, collaborative environment 
Ability to work under pressure with minimal supervision 
Reactive when required to resolving issues either by telephone or by working alongside users
Hands-on experience in troubleshooting hardware, software, network and communication services including
Be fully conversant in the Service Desk function and associated processes
Monitor and support Change Management activities
Providing timely response to tickets in the Service Desk system
Provide ad-hoc training and education to users
Escalating unresolved issues to higher level support teams or SME’s as required
Recording and validation of ticket data to ensure that it is accurate and correctly defined
Managing ticket queues and assigning or escalating as required
University degree or college diploma in the field of computer science or related field, or 2 years equivalent relevant work experience
ITIL Foundation (Preferred)
Change / Build / Release / Deployment Management (Desirable)
Microsoft System Centre (Desirable)
PRINCE2 Practitioner / PMI or similar (Desirable)
Previous experience working in customer focused technical environment
With a first contact resolution goal, receive, troubleshoot and resolve incident events via telephone and ServiceNow web interface with technical and non-technical English speaking end users
Strong verbal and written English language skills
CompTIA A+ & CompTIA Net+
1-2 years’ Service Desk Level 1 or equivalent experience
1-2 years’ troubleshooting and application support or equivalent experience
Excellent follow through and attention to detail
Strong problem-solving skills and decision-making ability
Previous ServiceNow experience a plus
Ability to handle many tasks simultaneously
Working knowledge of software and/or processes of security, databases, internet, project management, spreadsheet and word processing
Working knowledge of Microsoft Windows 7, 8.1, and 10 operating systems
Working knowledge of Microsoft Active Directory, Exchange, and the Office suite
Working knowledge of networking, including TCP/IP, firewall configuration, LAN & WAN technologies, and remote access technologies including VPN clients
Good task management and organizational skills
General knowledge of business telephone system functionalities
Experience supporting/troubleshooting VMware and Citrix virtual environments and applications
Strong knowledge and experience with Active Directory Users and Computers (user/group management)
Strong knowledge and experience with NTFS and Windows share permissions
One of the following: MS 70-685, 70-680, 6293, or MS Server 2008/2012
Monitoring of electronic devices, radios and/or other hardware or software offerings as part of a managed service or data hosting customer agreement
Receives and resolves incident requests from internal and external customer inquiries by providing support via the telephone, e-mail, etc
Each shift (day, swing, night) will be responsible for communicating the Shift Brief documentation
Logs, accurately tracks and documents all incidents in call tracking database, CRM
Escalates incidents in accordance with the service desk procedures
Acts as communication nucleus for all of Customer Operations including after hours incident management responsibilities
Personal Computer skills
Data analysis
Associate's degree (A.A.) in electronics, computer science, or related field
Plus a minimum of 1-2 years experience in customer service, technical support in related field, or utility industry
An equivalent combination of education and experience will also be acceptable
RF experience desirable
REQUIRES TS/SCI & Security +
Experience 1 - 3 years of Service/ Helpdesk / call center and/or customer service experience
Required Certifications: Security +
Specific Responsibilities: Junior HDTs must be able to clearly communicate via phone, portals and instant messaging with end users and technicians. Junior HDTs must have experience troubleshooting core services (file, e-mail, print, web, portal and transport). Junior HDTs should be qualified to perform the following functions
Document, track, resolve, and report on problems and work orders using Remedy Action Request database system
Troubleshoot research, diagnose, document, and resolve technical issues surrounding Windows XP, Windows 7, MS Office applications, email, other special applications, Internet connections, and hardware/peripheral equipment via telephone
Monitor networks, secure and non-secure; modify user accounts via Active Directory, submit changes to file management and peripheral devices via Remedy, escalate network incidents, provide direct support to customers located throughout the world
Monitor network status remotely using several Network Management Systems, and create applicable work orders for discrepancy resolution as necessary
Ability to install, maintain and troubleshoot network, system and application issues
Knowledge of workstation hardware and Microsoft Technologies
Monitor secure and non-secure networks 24X7 and escalate incidents to system administrators, network administrators, computer security administrators and management teams for resolution. Must be familiar with Dameware and Terminal Services is required
Continuous monitoring and management of the networks, systems and order management to ensure alarms are received/acknowledged and processing procedures are followed
Generating and processing incident tickets for technical support and service
Identifying alarms, raising requests and performing basic diagnostics of the problem before escalating as required
Retain overall ownership of system alerts/incidents, through resolution
Monitor actions, progress, SLA’s, and perform proactive escalations when problems are identified
Utilize the Kace & Service Now management system
Knowledge of concepts and the use of network management toolsets
Knowledge of concepts and the use of Active Directory and Exchange Management tools
Excellent customer service skills required
Some knowledge of data and / or voice transport technologies, topologies, standards and infrastructure are desirable
Very strong problem solving skills
Interpersonal skills with the ability to work well with others
Ability to remain calm and confident in a stressful situation required
Ability to multi-task and to perform intangible duties
Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
Interview users to collect information about problems and lead users through diagnostic procedures to determine source of error
Determine whether the problem is caused by hardware such as modem, printer, cables, or telephone
Handle problem recognition, research, isolation, resolution and follow-up for routine user problems, escalating more complex problems to second level support
Maintain technical documentation on Help Desk tickets, including tracking requests and documenting resolutions
Associate's degree or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience
Comptia A+ Certification or equivalent experience
Proficient in basic troubleshooting
Good grasp of Current Operating System functionality
Basic understanding of computer hardware
Proficient with Microsoft products
Type at least 45 WPM
Assist staff with the installation, configuration and ongoing support of desktop computers, peripheral equipment and software. Works with vendor support contacts to resolve technical problems with desktop computing equipment and software
Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, and AV Support. Diagnosing hardware and software problems
Record problem systems and status information through the use of HelpStar and Service Management Process. Use IT Support Request system to document, prioritize, and track requests
Training of end user. Repairing/upgrading PC and Mac hardware and software. Researching, learning, and evaluating new software and hardware
Documenting systems, processes and procedures. Maintaining inventory of equipment and supplies
Primary responsibility is end user support and customer service. Follow standard Helpdesk operating procedures; accurately log and resolve all tickets using ticket tracking software
Troubleshoot and resolve issues associated with PC’ s, laptops, network, local servers, printers, remote access and file shares. High skill level of experience with Microsoft Windows (desktop/server); Diagnose and resolve technical hardware and software issues
Respond to requests for technical assistance in person, via phone, electronically. Log all help desk interactions - administer help desk software. Identify and escalate situations requiring urgent attention - redirect problems to appropriate technical resources
Track and route problems and requests and document resolutions. Become familiar with each department and their respective applications. Learn fundamental operations of commonly used software, hardware, and other equipment
Experience in Helpdesk/Desktop Support environment for both phone and desk side support
Experience includes Windows XP, 7, MS Office 2010, VPN, Encryption, Anti-Virus
Ability to troubleshoot and resolve break/fix and configurations problems with PC/Laptops in a Windows XP, Windows 7 network environment
Experience with using a Trouble Ticket system
Must be able to travel within the New York City area and out of state to Florida (10%)
Must be available to work one Saturday monthly, frequency may vary based on business needs
24/7 on call rotation one week per quarter, between 6PM and 7AM
Excellent interpersonal and customer service skills
Ability to manage time effectively, multi-task and adapt to changes quickly in a fast moving environment
Able to work a flexible schedule, weekends, holidays or on call as needed
Bachelor’s degree from an accredited college; or related experience and/or training; or equivalent combination of education and experience is considered a plus
Friendly presence and helpful attitude; good interpersonal and presentation skills and ability to work well with others
Ability to utilize the applications for Microsoft Office for support, reporting and documentation
Ability to work around problems and come up with creative solutions
Ability to work with or without direct supervision
Provide technical assistance and support for incoming service desk queries and issues related to computer systems, software, and hardware
Communicate with business users through ServiceNow incidents or requests, phone, email, and instant message
Track and manage ServiceNow incident/request management ticketing system and update ServiceNow knowledge base library
Provide excellent customer service in an enterprise environment
Cultivate working knowledge of best practices for troubleshooting and resolving issues associated with desktops, laptops, printers, mobile devices, desktop applications, network shared drives, and email accounts
Cultivate working knowledge of remote desktop tools, such as LogMeIn123 or Window remote desktop
Identify and escalate high priority situations requiring urgent attention to level 2 or level 3 tier support
Participate in a 24/7 after hours on call rotation for after business hours technical support
Experience in Service Desk Support environment
Experience with Windows 7 operating system, Microsoft Office suite 2010 and Microsoft Office365, VPN, Anti-Virus software
Ability to provide first call resolutions of desktops and laptops in a Windows 7 network environment
Experience using ticketing management system to log incidents and requests
Computer Science degree from an accredited university or equivalent combination of education and experience is considered a plus
Working knowledge of Microsoft office products, LogMeIn remote support, Windows Active Directory
Previous call center experience in a large enterprise environment

Service Desk Technician Intern Resume Examples & Samples

Evaluate and prioritize requests from employees for technology assistance on hardware, software, Internet, personal device, or telecommunication equipment
Assess nature of technical issues to determine appropriate actions via desk-side assistance
Resolve outstanding issues
Disseminate information on any problems or potential delays
Follow up with employees to evaluate the effectiveness of resolution
Prepare progress reports and update management on status of problems
In absence of a Tier 1 level, maintain help desk report tracking system by logging support calls/emails
May be required to perform on-call, after hours, or weekend support
Ensure the proper operation of technology applications and equipment
Perform installation, configuration, and upgrade tasks
Perform moderately complex repairs
Resolve technology support issues for employees which may require desk-side assistance
Receive technology problems from helpline representative or directly from client
Provide expertise in hardware, software, personal device, Internet, and telecommunication issues
Prioritize tasks and documents nature of problem
Currently enrolled and seeking a degree at a U.S. based institution
Currently seeking a bachelor’s degree in computer science or similar
Local to Atlanta, GA
Log and track global support calls through the IT support desk system, escalating to other support
Assist in global IT procurement as directed by the IT Service Desk Supervisor
Co-ordinate 3rd party hardware repairs and maintenance where problems cannot be resolved in
The ability to think logically
A good understanding of mobile devices such as Apple smartphones and tablets
The ability to interact confidently with clients and colleagues
The ability to articulate problems and their solutions to technical and non-technical people
The ability to work responsibly and ethically without regular local supervision
Confidence dealing with colleagues in foreign countries throughout an international business
Effective problem solving skills based on clear reasoning and a sound rationale
A strong customer focus and "can do" attitude
Familiarity and comfort in using web conferencing and collaboration tools and applications such as
Technical Certification... a MUST
1+ years of experience in Information Technology (IT) Desktop Support for MS Operating Systems and MS Office applications or Desk Top Support
A degree, CompTIA A+ or Microsoft Certification is ideal
Must be able to work independently, must know when to escalate problems with deployment not resolved at a Tier II level
Provide tier 1 and/or 2 support to users, by phone, email, remote and in-person
Desktop and laptop standard security configuration and encryption
Supporting proprietary applications
Individuals must be clearable to pass a background check**
Ability to install, update and troubleshoot computer/laptop hardware and software
Windows 7, Windows 8, and Windows 10 experience
Knowledge of personal computers and a solid understanding of computer networks
Ability to address moderately complex technical issues and work on problems of diverse scope
Willing to learn the most up-to-date IT methods
Knowledge of ITIL beneficial
A+ Certification or MTA desired
Follow helpdesk/desktop support best practices (ITIL-centric) to ensure accurate, timely problem resolution
Bi-Lingual (Spanish preferred)
Advanced technical support skills
MS Certifications
Network Security

Related Job Titles

Resume Worded | Career Strategy

All CV Examples
Administrative Resumes/CVs

3 Service Desk CV Examples - Here's What Works In 2024

Want a service desk job then you need a cv that shows you're the one for it. in the pages ahead, i’ll guide you with examples, templates and tips that work. we’ll cover what hiring managers like me look for. let’s make sure your cv tells the right story about you, your skills, and your passion for the service desk industry..

Standing firm as the first line of defense in any IT business, the service desk role is a coveted position. It's a variety act of user support, problem puzzles, and tech tasks. These daily duties need to shine brightly on your service desk CV or resume. And yes, let's scrap the confusion early on - a CV or resume, it's the same thing in this field, just a tag-swapping trend from different parts of the world. Most folks embark on their service desk journey fresh out of school. They start as novices, learning the ropes, and with hard work begin to climb the ladder. Experiences pave the way to higher roles, and then - the mastery of the trade. Managing teams and tough tech issues become the new normal. The job landscape for the service desk is shifting fast, with a strong demand for cloud service expertise and cybersecurity skills projected in 2024. Speaking of jargon, let's talk CVs and resumes. As you surf the web, you'll notice scrambled advice - CVs are long, resumes are short! Here's the simple truth: in the service desk world, they're like twins. In fact, you could say a CV is an overseas cousin to the American resume. Unless you're in an academic or research field, keep it crisp and concise - with a 1-2 page format that's the industry gold standard. We're going to sail you through the art of crafting a standout service desk CV. Up ahead, you'll find smart 2024 templates designed to catch a recruiter's eye. But that's not all! We'll also shine a light on the top skills to display and how to list them on your CV. Trust us, it's easier than you think. So, what are you waiting for? Let's dive in!

Service Desk CV Templates

Jump to a template:

Service Desk Analyst
IT Service Desk Analyst
Service Desk Technician

Jump to a resource:

Keywords for Service Desk CVs
Action Verbs to Use
Related Administrative CVs
Similar Careers to a Service Desk
Service Desk Resume Examples

Template 1 of 3: Service Desk Analyst CV Example

As a Service Desk Analyst, you're kind of like a superhero. When IT challenges arise, you're the one who swoops in to save the day. Many businesses are shifting to digital operations, making your role increasingly valuable. In fact, the trend is toward distributed service desks, where analysts provide remote support to multiple locations. When writing your CV, consider how you can convey your proficiency in troubleshooting, problem-solving, and delivering excellent customer service in a fast-paced, dynamic environment. In today's tech-driven world, it's becoming more common for Service Desk Analysts to work with AI tools. So, highlighting your ability to adapt to new technologies and collaborate with AI-powered systems can really set you apart. It's also essential to emphasize your communication skills, as you'll often be the point of contact between the IT department and the rest of the company.

Snapshot of a Service Desk Analyst CV showcasing technical and communication skills.

Tips to help you write your Service Desk Analyst CV in 2024

showcase your technical aptitude.

On your CV, list specific technologies you're proficient in, like certain software or hardware solutions. As a Service Desk Analyst, you should demonstrate your ability to troubleshoot these technologies and resolve issues.

Prove your communication skills

As a Service Desk Analyst, you'll often serve as the bridge between IT and non-IT personnel. Show instances where you explained complex technical issues in layman’s terms or mention certifications in ITIL methodologies, which emphasize effective communication.

Skills you can include on your Service Desk Analyst CV

Template 2 of 3: it service desk analyst cv example.

As an IT Service Desk Analyst, you're the frontline support for users who experience technical issues. This job requires a unique mix of soft skills and technical knowledge - you need to solve problems under pressure while providing excellent customer service. Industry trends show that there's a growing demand for analysts who can work with cloud-based systems and cybersecurity issues, so recent experience in these areas is a big plus. When crafting your CV, remember that your goal is to show potential employers that you're both a tech wizard and a dependable team player, as IT services is a customer service centric job as much as a technical one.

An example CV showcasing customer service experiences and technical certifications for an IT Service Desk Analyst role.

Tips to help you write your IT Service Desk Analyst CV in 2024

emphasize customer service skills.

In your CV, detail any professional experiences where you demonstrated customer service skills. As an IT Service Desk Analyst, you'll be interacting with users who may be frustrated or lack technical knowledge. Show employers that you can handle these situations with empathy and patience.

Showcase your technical certifications

Since you'll be dealing with IT issues, showcase any relevant IT certifications you have. This might include CompTIA A+ or Microsoft certification. It will reassure potential employers that you have the technical skills required to solve their IT issues effectively.

Skills you can include on your IT Service Desk Analyst CV

Template 3 of 3: service desk technician cv example.

As a Service Desk Technician, your role is all about communication and problem-solving in the tech world. It's not just about fixing computers anymore. Lately, there's a trend of service desk techs becoming the bridge between non-IT staff and the complex world of IT, which means your CV needs to show you can explain tech stuff in simple terms. Your CV should also convey that you're up to date with the latest tech solutions because the industry is rapidly evolving, and employers want someone who can keep up.

Screenshot of a Service Desk Technician CV showcasing ITIL knowledge and communication skills.

Tips to help you write your Service Desk Technician CV in 2024

showcase your itil knowledge.

ITIL (Information Technology Infrastructure Library) is the foundation for service desk operations in many organizations, so it's essential to mention your ITIL knowledge. Put it upfront, along with any certifications you hold. Make sure to also detail how you've applied ITIL principles in your past roles.

Detail your communication skills in tech context

You'll be the go-between for the tech and non-tech staff, which means you need to effectively communicate complex ideas in simple language. In your CV, provide examples of how you've simplified tech jargon for non-IT staff or how you've translated user issues into technical terms.

Skills you can include on your Service Desk Technician CV

Skills for service desk resumes.

When crafting a Service Desk CV, it's vital to let your skills take center stage. As the first line of defense in IT issues, showing you're a problem-solver is key. Try lining your CV with verbatim skills from the job post. Think of it as a puzzle. Your mission: make your CV match the job ad, linking every skill required with an example from your past work. Consider adding phrases like, "Troubleshot complex hardware issues using [specific software]". This shows you've got the hard skills and the know-how to tackle common tasks. Regularly reviewing your CV to make sure it’s aligned with the job you’re applying for can land you the right side of the job gatekeeper, the Applicant Tracking System. Be as clear and simple as possible. Avoid fancy terms and buzzwords. Job seekers who speak plainly often find their CVs sailing smoothly past of the automatic filters. Basically, put your skills front and center and watch your Service Desk career take off.

Windows Server
Service Desk
Technical Support
Active Directory
Software Installation
Virtual Private Network (VPN)
Information Technology
Computer Hardware Troubleshooting
IT Service Management
Microsoft Exchange
System Administration
Remote Desktop
Incident Management
Computer Hardware
Troubleshooting

Skills Word Cloud For Service Desk CVs

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

Top Service Desk Skills and Keywords to Include On Your CV

How to use these skills?

Action verbs for service desk resumes.

The core role of a service desk job is all about solving problems, managing tasks, and assisting customers. Reflect this in your CV by using action verbs that speak volumes. These zingy words can show details of your skill set in a clever yet simple way. Consider verbs like 'resolved' or 'managed.' For example, you might say 'Resolved 90% of tech issues within a three-minute window.' Maneuvering problems and reaching solutions is the heart of the job and your CV should echo that. Or you might use 'managed', as in 'Managed incoming calls while accurately logging tickets.' This shows ability to balance tasks, vital for service desk roles, in a way that's easy to understand. Get creative with these verbs; make your CV not just a list, but a story of what you can do.

Streamlined
Troubleshot
Orchestrated
Coordinated
Prioritized
Customized.

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

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

Other Administrative Resumes

Customer service.

Service Technician

An HVAC resume template highlighting the applicant's HVAC-targeted skill set.

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

Service Desk CV Guide

Help Desk CV Guide
Administrative Coordinator CV Guide
Administration CV Guide
Scheduling CV Guide
Gig Economy CV Guide
Project Administrator CV Guide
Facilities CV Guide
Revenue Cycle CV Guide
Service Desk Analyst CV Example
IT Service Desk Analyst CV Example
Service Desk Technician CV Example
Skills and Keywords to Add
Related Administrative Resumes
All Resume Examples
Explore Alternative and Similar Careers
Service Desk Cover Letter
Service Desk Interview Guide

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.

IMAGES

Help Desk Technician Resume Examples For 2022
IT Service Desk Resume Samples
Customer Service Desk Associate Resume Samples
Service Desk Manager Resume Samples
Help Desk Sample Resume
Service Desk Manager Resume Samples

VIDEO

Job Competition in I.T.
Как написать резюме. Сервис CVMAKER

COMMENTS

3 Service Desk Resume Examples for 2024
1. Highlight your technical skills and certifications. When applying for a Service Desk position, it's crucial to showcase your technical skills and any relevant certifications you have earned. Hiring managers are looking for candidates who have a strong foundation in IT and can troubleshoot various technical issues.
Service Desk Resume Samples
Automation Service Desk Student Resume Examples & Samples. 1) Ability to work in 12 hours shift, 2 or 3 times a week, including week end shifts. Be able to flex your shifts to align with business needs. 2) High attention to detail and strong written and verbal communications skills in English.
Help Desk Resume Example (Free Download)
Here's an effective help desk resume summary example: IT Help Desk Specialist with 6+ years of hands-on experience delivering technical support, managing IT operations, and supporting users with a variety of technical issues. Skilled in aligning end-user needs with long-term resolutions to complex IT challenges.
5 Service Desk Analyst Resume Examples & Guide for 2024
Resume summary and objective examples for a service desk analyst resume. With an impressive 10-year career in IT support, this professional comes equipped with a firm grasp of troubleshooting frameworks and exceptional interpersonal skills. Having collaborated on various high-stake projects at IBM, they played a pivotal role in achieving a 98% ...
IT Service Desk Resume Samples
IT Service Desk, Team Lead Resume Examples & Samples. Very good people management skills, should have experience in previous roles. Very good communication skills, should have managed services across geographies. Ability to drive initiatives in the team with creativity and a long term vision.
Service Desk Resume Sample
Deployment of new PC's, laptops, software and peripheral equipment. Log all incidents on our IT Helpdesk Software Tool and continuously update the in-built knowledge base. Supervise a team of app. 3-7 Service Desk Technicians (Level 1 and 2 ) Use Cisco Command-Line Interface (CLI) in working with company's CISCO-based devices.
Service Desk Analyst Resume Sample
Service Desk Analyst. 05/2017 - PRESENT. Dallas, TX. Develop technical documentation for other Executive IT Support staff and end users. Works with end users over multiple contact channels to resolve incidents and answer questions. Follows Service Level Agreements (SLA) to ensure timely resolution and proper group ownership of incidents.
Service Desk Analyst Resume Examples & Samples for 2024
Service Desk Analyst, Marketa. May 2021 - present, San Francisco, CA. Provide phone, email, chat or remote workstation support to approximately 300 regional employees. Support corporate IT systems and analyze events to resolve system issues. Provide regular end-user/new user education training sessions focusing on collaboration tools and VPNs.
Service Desk Support Resume Samples
Support Desktop and Laptop users and solve the more complex problems with Microsoft and other deployed software. Perform basic first-level troubleshooting to identify causes and recommend remedies to users. Provides support of 7/24 Global Support process by serving as tier 1 first point of contact and owner of problem/incident.
Service Desk Analyst Resume Examples and Templates
Bad Service Desk Analyst Resume Example - Header Section. Rayna 7704 Clay St. Huntley, IL 60142 Marital Status: Married, email: [email protected]. Good Service Desk Analyst Resume Example - Header Section. Rayna Walton, Huntley, IL, Phone number: +1-555-555-5555, Link: linkedin/in/johndoe.
Service Desk Technician Resume Examples & Samples for 2024
Hybrid Resume. Candidate A. 8 years of experience. 3 years at this job. BS Computer Science. Work History. Service Desk Technician, CyberChase Inc. June 2020 - present, Menlo Park, CA. Work with customers, address issues, and manage customer concerns and requests over the phone and in person.
Service Desk Analyst Resume Samples
Build Free Resume. Description : Incident Manager for multiple customer accounts. Evaluate service desk analyst issues and assign corrective actions. Working with 2nd level to resolve high priority issues in a timely manner for client. Answered a constant flow of customer calls with up to 50 calls in queue per minute.
Help Desk Resume Samples
Help Desk Representative Resume Examples & Samples. Ability to collaborate with level 1 and level ii on various projects and daily tasks. Ability to develop working relationships with the brooks brothers associates that this individual provides support to. Ability to work the hours of 2:00 Pm to 11:00 PM.
Service Desk Technician Resume Examples for 2024
To ensure your summary is tailored to the Service Desk Technician role, try using Targeted Resume to check if your resume includes the right skills and keywords for the job. 2. Highlight your technical skills and certifications. As a Service Desk Technician, your technical skills and certifications are crucial to your success in the role.
Service Desk Resume Examples & Samples for 2024
Service Desk Support Specialists provide customer service for clients experiencing issues related to IT. Resumes for this position showcase such responsibilities as providing first-line support for Oakley users with inquiries, problems, and/or requests; recording and tracking customer information utilizing the Remedy and Heat ticketing system; and performing PC hardware support ...
Help Desk Support Resume Guide + Tips + Example
Help desk support resume example (text version) Kathy Webster. San Francisco, CA 94015. (555) 555-5555. [email protected]. Professional Summary. Enthusiastic help desk support professional seeking to benefit an IT Department with complex technical knowledge and strong time management skills.
IT Service Desk Resume Sample
IT Service Desk. 04/2013 - 07/2016. New York, NY. Understands and adheres to the current escalation and critical situation management process. Responsible for the internal and external communication of issues to management, other internal support groups and the customers via all appropriate avenues. Acts as a communication channel with regards ...
7 Best Service Desk Analyst Resume Examples for 2024
John Doe. Service Desk Analyst. 123 Main Street | Anytown, USA 99999 | Phone: (123) 456-7890 | Email: [email protected]. I am an experienced Service Desk Analyst, adept at providing comprehensive technical support services to customers.
10 Service Desk Analyst Resume Examples For 2024
Service Desk Analyst Resume Relevant Education Example # 1. Bachelor's Degree In Psychology 2010 - 2013. Rutgers, The State University of New Jersey New Brunswick, NJ. Service Desk Analyst Resume Relevant Education Example # 2.
Service Desk Technician Resume Samples
Student IT Service Desk Technician Resume Examples & Samples. Basic computer literacy - proficient with email, chat, and Microsoft Word. Ability to make rapid decisions and discuss issues with callers in a clear, calm, and diplomatic manner. Promptness and reliability. Must be able to lift 40 lbs.
IT Service Desk Analyst Resume Examples for 2024
Examples of metrics to include in your IT service desk analyst work experience: Resolved an average of 75 tickets per week, exceeding team target by 25%. Reduced average ticket resolution time by 20% through process improvements. Maintained 98% customer satisfaction rating based on post-ticket surveys.
How to Write a Service Desk Analyst Resume (With Example)
Here are some common components to include on your resume: Header: Include a header on your resume at the top of the page. This typically includes your full name, all of your contact information and your location, including your city, state and territory. Professional summary: A good resume typically has a professional summary, which describes ...
3 Service Desk CV Examples for 2024
Template 2 of 3: IT Service Desk Analyst CV Example. As an IT Service Desk Analyst, you're the frontline support for users who experience technical issues. This job requires a unique mix of soft skills and technical knowledge - you need to solve problems under pressure while providing excellent customer service.
7 Best Service Desk Technician Resume Examples for 2024
Service Desk Technician Resume Examples. John Doe. Service Desk Technician. 123 Main Street | Anytown, USA 99999 | Phone: (123) 456-7890 | Email: [email protected]. I am an experienced and certified Service Desk Technician with a strong background in customer service and problem solving.

5 Service Desk Analyst Resume Examples & Guide for 2024

All resume examples in this guide

Resume Guide

Creating your service desk analyst resume skills section: balancing hard skills and soft skills

Recommended reads:

Upload your resume

Key sections to include in your service desk analyst resume are:

What recruiters want to see on your resume:

Designing your service desk analyst resume experience to grab recruiters' attention

Quantifying impact on your resume

Strategies for candidates with limited or no experience

Top skills for your service desk analyst resume

Best certifications to list on your resume

Resume summary and objective examples for a service desk analyst resume

Looking to build your own Service Desk Analyst resume?

How to Write an International Resume for a Job Abroad

Service Desk Analyst Resume Examples and Templates

Service Desk Analyst Resume Samples

Service Desk Analyst Resume

IT Service Desk Analyst Resume

Service Desk Analyst I Resume

Sr. Service Desk Analyst Resume

Service Desk Analyst II Resume

Service Desk Analyst III Resume

Jr. Service Desk Analyst Resume

Lead Service Desk Analyst Resume

Service Desk Analyst/Network Engineer Resume

Service Desk Analyst/Specialist Resume

Service Desk Analyst Head Resume

Table of Contents

IT Service Desk Resume Sample

Work Experience

Professional Skills

How to write IT Service Desk Resume

Contact Information For IT Service Desk Resume

Work Experience in Your IT Service Desk Resume

Education on an IT Service Desk Resume

Professional Skills in IT Service Desk Resume

List of Typical Experience For an IT Service Desk Resume

Experience For IT Service Desk Supervisor Resume

Experience For IT Service Desk Coordinator Resume

Experience For IT Service Desk Engineer Resume

Experience For IT Service Desk Agent Resume

Experience For It-service Desk Analyst Resume

Experience For IT Service Desk Shift Supervisor Resume

Experience For IT Service Desk Change & Project Process Coordin Resume

Experience For Technical IT Service Desk Analyst Resume

Experience For IT Service Desk, Department Manager Resume

List of Typical Skills For an IT Service Desk Resume

Skills For IT Service Desk Supervisor Resume

Skills For IT Service Desk Coordinator Resume

Skills For IT Service Desk Engineer Resume

Skills For IT Service Desk Agent Resume

Skills For It-service Desk Analyst Resume

Skills For IT Service Desk Shift Supervisor Resume

Skills For IT Service Desk Change & Project Process Coordin Resume

Skills For Technical IT Service Desk Analyst Resume

Skills For IT Service Desk, Department Manager Resume

List of Typical Responsibilities For an IT Service Desk Resume

Responsibilities For IT Service Desk Supervisor Resume

Responsibilities For IT Service Desk Coordinator Resume

Responsibilities For IT Service Desk Engineer Resume

Responsibilities For IT Service Desk Agent Resume

Responsibilities For It-service Desk Analyst Resume

Responsibilities For IT Service Desk Shift Supervisor Resume

Responsibilities For IT Service Desk Change & Project Process Coordin Resume

Responsibilities For Technical IT Service Desk Analyst Resume

Responsibilities For IT Service Desk, Department Manager Resume

Related to IT Service Desk Resume Samples

Service Desk Analyst resume examples for 2024

Service Desk Analyst resume example

Choose from 10+ customizable service desk analyst resume templates

Service Desk Analyst resume format and sections

2. Add relevant education to your service desk analyst resume

3. Next, create a service desk analyst skills section on your resume

4. List your service desk analyst experience

5. Highlight service desk analyst certifications on your resume

6. Finally, add an service desk analyst resume summary or objective statement

Common service desk analyst resume skills

Service Desk Analyst Jobs