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IT Help Desk Support Resume Examples

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

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IT Help Desk Support

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

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

Core Skills :

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

Professional Experience :

Help Desk Support, ABC Company, 2015 – Present

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

Help Desk Analyst, XYZ Company, 2013 – 2015

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

Education :

Bachelor of Science in Information Technology, ABC University, 2013

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IT Help Desk Support Resume with No Experience

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

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

Responsibilities

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

Experience 0 Years

Level Junior

Education Bachelor’s

IT Help Desk Support Resume with 2 Years of Experience

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

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

Responsibilities :

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

Experience 2+ Years

IT Help Desk Support Resume with 5 Years of Experience

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

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

Experience 5+ Years

Level Senior

IT Help Desk Support Resume with 7 Years of Experience

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

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

Experience 7+ Years

IT Help Desk Support Resume with 10 Years of Experience

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

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

Experience 10+ Years

Level Senior Manager

Education Master’s

IT Help Desk Support Resume with 15 Years of Experience

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

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

Experience 15+ Years

Level Director

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Key takeaways for an IT Help Desk Support resume

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

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

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

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

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

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

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IT help desk is an important part of any organization.

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

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

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

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

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

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

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

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

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

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

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

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

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

Pick the Right IT Help Desk Resume Format

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

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

[ Back to Table of Content ]

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

IT Help Desk Resume: Personal Information

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

An ideal personal information section should contain the following:

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

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

• LinkedIn profile link
• Link to an online portfolio

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

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

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

IT Help Desk Resume: Profile Title

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

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

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

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

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

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

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

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

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

STAR Format

• Frame Points

Bucketing & Bolding

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

STAR refers to:

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

Framing Points

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

Well, the answer is simple!

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

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

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

IT Help Desk Resume Example 1

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

IT Help Desk Resume Example 2

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

Framing Points: Analysis

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

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

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

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

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

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

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

Bucketing & Bolding: Analysis

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

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

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

IT help desk resume sample for Professional Experience

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

IT Help Desk Resume Keywords

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

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

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

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

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

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

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

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

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

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

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

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

IT Help Desk Resume: Certifications

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

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

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

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

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

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

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

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

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

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

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

IT Help Desk Resume Summary

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

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

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

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

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

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

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

IT Help Desk Resume Objective

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

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

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

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

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• Resume Formatting (font, margins, the order of sections, etc.)

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Key Takeaways

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

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

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

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• IT Help Desk

IT Help Desk resume examples & templates

The obvious approach to writing an IT help desk resume might emphasize your IT expertise. But it would be a mistake to downplay the help role that places you on both sides of the customer service equation. A winning resume demonstrates awareness of business needs and the ability to meet them — in this case, your track record of achieving satisfaction for consumers and employers alike.

Resume builders can be a great help in creating such a resume. The job search resources at Resume.io, for example, include more than 350 occupation-specific writing guides with corresponding resume examples. 

This step-by-step guide is backed by sample wording from an IT help desk resume you can adapt as you like. Here’s what we’ll discuss:

• What IT help desk professionals do and the job outlook
• Powering on — the right structure and the best format for your IT help desk resume
• Connecting with prospective employers in each resume section — header, profile, work history, education, and skills
• Layout and design tips for a dynamic visual impact

What does an IT help desk professional do?

Ever since computers became commonplace items barely three decades ago, consumers have gotten by knowing just enough as they need to about the hardware connections and software applications that keep our lives humming along at home and in the office. It all works like magic until suddenly it doesn’t.

Failing every DIY remedy that comes to mind — including “unplug and wait 10 seconds before plugging back in” — it’s reassuring to know IT help desk teams are standing by with the right diagnoses and fixes. The technical support expert who answers our phone call, online chat, or email, or greets us in person, is on the front lines of troubleshooting, helping to get our digital devices up and running again. 

The range of problems handled by IT help desk staff vary by employer and industry. Some work for large software companies or tech support providers, advising clients that use business-specific programs. Others work in call centers, providing step-by-step practical assistance, or in retail settings where computer products are sold.

According to Glassdoor.com , the average salary for IT help desk technicians in the U.S. is $42,169 per year. This is comparable to the $43,454 annual income reported by Payscale.com . 

The U.S. Bureau of Labor Statistics (BLS) indicates the median annual wage for computer user support specialists was $49,770 in May 2021. The BLS projects 9% job growth for these professionals between 2020 and 2030, consistent with the occupational average. 

How to write an IT help desk resume

With efficiency being an attribute of IT help desk specialists, you might appreciate how efficient and orderly resumes are by design. Each of these essential components serves a vital purpose:

• Employment history section
• Education section
• Skills section

Economy of words is crucial so that your resume fits on one page. Strive for concise wording that’s precisely on-point. And make sure you incorporate the right keywords to prevent rejection by the applicant tracking systems (ATS) that many hiring organizations use to screen online document submissions.

The strongest keyword clues come from scrutinizing the advertised job requirements. This is also critical for customizing each version of your resume to the specific IT help desk hiring situation.

Find even more writing advice in Resume.io’s growing IT category: including IT manager resume example, IT director resume example, IT project manager resume example, information technology resume example , and IT specialist resume sample.

Choosing the best resume format for IT help desk professionals

Anyone with a straightforward job history in mostly employee positions is advised to use the chronological resume format. It’s the most common way to structure a resume by listing work experience highlights under employer headings, dated in reverse chronological order. Recruiters also prefer this easy-to-follow overview format.

A functional resume format enables you to emphasize specialized or transferable skills. A hybrid (combination) format allows even more flexibility.

Resume header

Your resume header should not be an afterthought. Don’t underestimate what an eye-pleasing design achieves off the top by visually putting your job application in a class of its own. For double the impact, use the same header on your cover letter.

As a personal branding label, the header leaves no doubt to whom your resume belongs. Its placement on the page, offset by white space, makes everything look more inviting to read. And by prominently displaying your contact information, the header makes it quick and easy for recruiters to get in touch with you.

Resume summary example

What does the hiring organization need most from the person filling this IT help desk position? An effective resume summary conveys immediately that you are the best person to meet those needs. By highlighting your most persuasive qualifications and personal qualities in that context, you create an immediate, direct connection with recruiters. That you’ve done your homework about the job and the employer will be obvious when you come across as a problem-solver, who offers valuable expertise.

Your resume summary — sometimes called the profile or personal statement — has a lot to say in a compressed space. It calls for concise and precise wording without selling yourself short. Use descriptive and dynamic action verbs , alongside ATS-beating keywords.

Below is an IT help desk resume sample summary you can customize.

Highly dynamic IT Help Desk Specialist experienced in providing top-notch support through many different channels of communication. Adept in troubleshooting complex issues and working to discover and implement real solutions.

Employment history sample

Organize your work experience highlights in a way that shows growth and achievement. Be specific and selective in showcasing directly relevant examples for each position held. Again, this overview of what you’ve accomplished and contributed should be custom-tailored to the hiring organization’s needs, suggesting how you could be part of its future success story. 

Prospective employers are not interested in what you were responsible for, but what you actually did — especially the beneficial outcomes. Use facts and figures to quantify results that your efforts made possible — savings, efficiencies, and productivity gains, if not the number and diversity of customers served or tasks completed.

Below is an IT help desk employment history resume sample you can modify.

IT Help Desk Associate at Beeway Communications, New York  July 2018 - July 2022 

• Managed a successful on-boarding experience for new customers by working to determine how to best utilize Beeway's features and functionality to best serve their business.
• Diagnosed, troubleshot, and worked to resolve service issues.
• Answered incoming customer support calls and created detailed tickets to track and resolve issues.
• Worked with the rest of the IT department on upgrades and software roll-outs.
• Provided exceptional computer and technology support to organizations.
• Installed and configured software and hardware for end users.

IT Help Desk Technician at Nextone, New York  October 2015 - June 2018 

• Performed remote troubleshooting using diagnostic techniques and relevant questions.
• Worked with customers to determine and implement the best solutions for their issues.
• Provided accurate information on IT products and services.
• Identified and suggested helpful improvements in procedures.
• Performed follow-up calls and visits and updated customer statuses and information.
• Installed and configured laptops, PC's/desktops, printers, and peripherals.

IT help desk resume education example

The education section is where you list computer-related degrees or other post-secondary technical programs you’ve completed, in reverse chronological order, from highest to lowest level. Only list your high school in the absence of education higher than a bachelor’s degree.  

Be sure to include relevant IT certifications , on-the-job training, and any other skills development programs. Also mention professional association memberships that offer opportunities for continuous learning and peer networking.

Below is the education section from an IT help desk resume you can modify.

Bachelor of Science in Computer Science, Manhattan College, New York  September 2010 - May 2014 

• Graduated summa cum laude.

CV skills example

The technical abilities listed on your IT help desk CV should match the employer’s job posting. Double-check to make sure you’ve covered all those must-have hard skills , especially keywords. Besides being an ATS-proofing safeguard, it shows you are aware of employer priorities.  That was the easy part. Now consider which soft skills are essential for IT help desk professionals to succeed in a customer service capacity, working independently or collaboratively.

Support.cc , a help desk software provider, outlines 10 soft skills that IT help desk professionals should have.

• Customers-come-first attitude
• Business awareness
• Adapt at time management
• Attention to detail
• Collaboration with others
• Willingness to learn
• Works well under stress
• Analytical mind

Check out an IT help desk CV sample for the skills section below.

• IT Troubleshooting
• Leadership and Teamwork
• Technical Help Desk Procedures
• Critical Thinking and Problem Solving
• Advanced Knowledge of Computer Operations
• Listening and Responding Skills

Resume layout and design

“Simple and spotless” provides the best assurance of an IT help desk resume that actually gets read. And that need not be synonymous with bland and boring. Just keep the layout, design, and formatting elements streamlined and uncluttered for a polished-looking page. Set the bar high for reading ease and eye appeal, from font choices and margin widths to the sparing use of graphic elements that never distract. And it should go without saying that a tech specialist’s resume is character-perfect and bug-free in every sense, with the final version saved as a PDF so it looks the same on every digital screen. 

Spare yourself the hassle and uncertainty of DIY layout and design by using one of Resume.io’s field-tested resume templates. Just download a style you like after browsing our four design categories Then it’s a snap to customize with your own replacement text using our builder tool. 

Key takeaways for an IT help desk resume

• As long as computer users are stymied on occasion by problems needing a pro’s attention, IT help desk employment growth will continue.
• Every IT help desk resume should be tailored to the specific job and employer’s needs, reflecting customer service skills and business awareness, as well as technical expertise.
• The recruiter’s posted job requirements are the best source for customizing your resume and including the right keywords to avoid ATS rejection.
• A simple but eye-pleasing layout and clean design elements are the keys to a reader-friendly resume page.

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5 Help Desk Resume Examples Built to Work in 2024 

Help Desk Resume

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

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

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

or download as PDF

Why this resume works

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

Entry Level Help Desk Resume

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

Help Desk Analyst Resume

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

IT Help Desk Resume

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

Help Desk Technician Resume

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

Related resume examples

• Customer Service
• Office Assistant

Adapt Your Help Desk Resume to Match Every Job Description

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

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

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

Need some help?

15 top help desk skills

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

Your help desk work experience bullet points

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

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

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

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

See what we mean?

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

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

• Implemented
• Optimized 
• Coordinated
• Collaborated 

3 Tips for Writing an Entry-Level Help Desk Resume

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

3 Tips for Writing a Help Desk Resume With Prior Experience

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

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

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

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

• IT Helpdesk Resume Example

Resume Examples

• Common Tasks & Responsibilities
• Top Hard & Soft Skills
• Action Verbs & Keywords
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Common Responsibilities Listed on IT Helpdesk Resumes:

• Respond to and resolve IT support tickets submitted by end-users
• Install, configure, and troubleshoot hardware and software for end-users
• Provide technical support for desktops, laptops, printers, and mobile devices
• Manage user accounts and permissions in Active Directory
• Monitor and maintain network infrastructure, including switches, routers, and firewalls
• Perform regular backups and disaster recovery procedures
• Conduct security audits and implement security measures to protect against cyber threats
• Collaborate with other IT teams to resolve complex technical issues
• Train end-users on new software and hardware systems
• Document IT processes and procedures for future reference and training purposes

Speed up your resume creation process with the AI-Powered Resume Builder . Generate tailored achievements in seconds for every role you apply to.

IT Helpdesk Resume Example:

• Implemented security protocols, monitored and maintained company systems, and resolved user issues before escalations with an average response time of 6 minutes
• Evaluated and introduced new IT solutions, including hardware and software, to increase employee productivity by 30%
• Developed and trained end-users on company-specific applications and software that decreased help desk tickets over 45%
• Reduced total system downtime by 40% through successful diagnostic and preventive maintenance on systems, networks, and applications
• Researched and successfully integrated a cloud-based system to streamline operations and improve customer service
• Flawlessly maintained and updated inventory of IT resources, troubleshooting any issues and providing solutions in a swift and effective manner
• Constructed and launched video tutorials and user guides to help end-users on how to use the system with improved accuracy and efficiency
• Assisted in the installation and configuration of various software and hardware, ensuring minimal error and zero downtime
• Consistently exceeded expectations for end-user onboarding, providing them with technical support and training and leading to a 95% customer satisfaction rating
• Network troubleshooting and diagnostics
• System/Server administration
• Data/System security protocols
• End-user support & training
• Remote IT Infrastructure management
• System integration and configuration
• Cloud computing and storage
• Installation of hardware and software
• Antivirus, anti-malware and malware removal
• Network monitoring and performance optimization
• User account administration & management
• Network and system scripting
• Documentation and user guides creation
• Scripting & Automation technologies
• Incident handling & resolution
• Helpdesk ticketing software
• IT asset inventory management
• Video conferencing & remote access tools
• VoIPand telecommunication techniques
• Change & Problem Management principles
• Information Technology
• Computer Science

Top Skills & Keywords for IT Helpdesk Resumes:

Hard skills.

• Troubleshooting and Problem Solving
• Technical Support and Customer Service
• Network Administration and Maintenance
• Operating System Installation and Configuration
• Hardware and Software Installation and Configuration
• Remote Desktop Support
• Active Directory Management
• Firewall and Security Management
• Backup and Disaster Recovery
• Cloud Computing and Virtualization
• Mobile Device Management
• ITIL Framework and Service Management

Soft Skills

• Communication and Interpersonal Skills
• Problem Solving and Troubleshooting
• Time Management and Prioritization
• Attention to Detail and Accuracy
• Patience and Empathy
• Adaptability and Flexibility
• Customer Service and Support
• Technical Aptitude and Knowledge
• Teamwork and Collaboration
• Active Listening and Feedback Incorporation
• Analytical and Critical Thinking
• Stress Management and Resilience

Resume Action Verbs for IT Helpdesks:

• Troubleshooted
• Communicated
• Collaborated
• Implemented
• Prioritized
• Investigated
• Coordinated
• Facilitated

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Resume FAQs for IT Helpdesks:

How long should i make my it helpdesk resume, what is the best way to format a it helpdesk resume, which keywords are important to highlight in a it helpdesk resume, how should i write my resume if i have no experience as a it helpdesk, compare your it helpdesk resume to a job description:.

• Identify opportunities to further tailor your resume to the IT Helpdesk job
• Improve your keyword usage to align your experience and skills with the position
• Uncover and address potential gaps in your resume that may be important to the hiring manager

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Related Resumes for IT Helpdesks:

It support analyst, it support specialist, it support manager, it service manager, it systems analyst, it security analyst, it system administrator, it architect.

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IT / Help Desk Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the it / help desk 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.

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• Phone, email, walk-up, and inbound ticket queue support for incoming employee IT service requests
• Resolution of first level IT service requests over phone, email, screen sharing and through trouble tickets
• Assist to maintain IT asset Inventory and Software Inventory
• Monitor internal system notifications for proactive response, and communication of any outages or system down time
• Active Directory user administration, password resets and unlocks
• Support on-boarding and off-boarding of employees into the SONY Enterprise
• Resolve technical issues with Outlook, Mail, Distribution groups
• Provides both phone and email support
• May work with (or have access to) HIPAA privacy classified information
• Keep track of PC parts that are being deployed in our inventory database
• Help out Inventory Team to keep track of PC parts that are being deployed. Additional duties as assigned
• Having own transportation for occasional on-site local to Grand Rapids is a plus
• Remotely install and configure software
• Remotely connect and diagnose PC/hardware/Windows problems
• Utilize troubleshooting techniques in support Work Stations, Networked Printers, Network hub/switches, routers and circuits
• 5) Utilize troubleshooting techniques in support Work Stations, Networked Printers, Network hub/switches, routers and circuits,
• 1) Responsible for providing desktop and network support for the Information Technology customer base,
• Provide desktop and network support for the Information Technology customer base
• 2) Manage Standard Operating Procedures,
• 10) Utilize TimeForce tracking tool to accurately record work effort/help tickets
• 8) Provide professional support to the customer base with the expectation of single call resolution, and
• Demonstrated ability to communicate effectively and relate well to students, parents, faculty, staff, and others while maintaining appropriate confidentiality
• Processes approximately 30 to 50 Help desk Requests Tickets a day
• Reads, classifies, responds to, or re-assigns incoming Help desk Requests to either Technical Services Team or Business Applications Team
• Remotely connects to end user’s PC to fix problems
• Acts as Level One Help Desk Support for approximately 3000 users

15 IT / Help Desk resume templates

Read our complete resume writing guides

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• Responds to, resolves, and/or escalates trouble calls/support requests via telephone, email, fax, Service Desk Ticketing System, or Web
• Supports the acquisition and inventory of hardware and software
• Provides technical support and troubleshooting to users
• Provides occasional on-call support after normal business hours
• Ability to lift standard PC equipment and peripherals for the purpose of installation/moves/replacements/etc
• Produces procedure and guideline documentation as requested by the Project Manager
• Provides timely written reports of work status as requested
• Develops and manages on-boarding process for external users to include assisting with user account requirements and providing initial login support, and develops and manages the modification and removal process for user accounts to include data migration and deletion upon out-processing
• Provides guidance on the use and completion of required user access forms for external users
• Provides User metrics to the Branch on a regular and ad hoc basis
• Manages local client vulnerability scans and remedies. Liaisons with PMOs to ensure adherence to SSP resolution standards
• Develops and updates user training materials in regards to client use of software

IT Help Desk Associate Resume Examples & Samples

• Troubleshooting IT-related issues for a user population of ZS employees and clients using ZS proprietary software via telephone and remote access
• Bachelor's degree required, Master's degree desirable
• 1-2 years of relevant experience in customer support, or as a Helpdesk Associate (preferred)
• A+ certification or Microsoft Certified Systems Administrator
• Ability to approach problem-solving methodically and analytically
• Professional appearance and demeanor, with ability to exercise good judgment and discretion
• Ability to work varied hours, enabling support in a 24/7 environment
• Ability to travel between offices, primarily within India
• Preparing new/reimaged computers for employees
• Identifying, researching and troubleshooting IT issues
• Answering end users’ questions about systems and applications
• Implementing new technologies and providing resources to complete IT projects as needed
• Producing and performing end user training on applications and services as required
• Documenting processes/procedures for IT staff
• Logging all customer contact activity in Help Desk System tracking database (Spice Works)
• Maintaining and supporting wireless devices including Blackberry and iPhones
• Daily presence in our Teaneck office
• Excellent computer troubleshooting skills with the ability to effectively diagnose, research and implement solutions to IT problems
• Extremely hands-on with extensive knowledge of Microsoft Windows 7
• Exposure to and knowledge of Windows Server 2008 and Microsoft Exchange
• Experience in Active Directory administration (creating/disabling accounts, etc.)
• Familiar with network troubleshooting including diagnosing end user connection issues, adding printers, etc
• Proven ability to take responsibility, think analytically, and work within a team environment
• Bachelor of Information Technology or related field
• Travel to domestic & international PRS IN VIVO offices and locations may be required at times
• Answer incoming client calls on a wired headset at your desk, average 25-40 calls per day
• Perform initial problem determination by asking client trouble shooting questions
• Utilize Service Manager to find appropriate Knowledge articles to use
• Document clients call and steps taken in Service Manager
• Stay informed, read News Articles and Group Chat feeds
• Manage Callers time effectively, use escalation guidelines
• Resolve Call using all available resources to you striving for First Call Resolution or sending a ticket when deemed necessary
• Manage After call work and Auxiliary time daily 50 minutes or less

Senior Coordinator, IT Help Desk Resume Examples & Samples

• Exceptional ability to triage, case, resolve and document issues into an IT Service Management System in a high pressure environment
• Must have excellent analytical, problem solving and troubleshooting skills of hardware, software and IP networking (LAN/WAN/Wireless)
• Excellent communication and follow up skills; written and verbal
• Strong customer service background. Requires the ability to communicate technical information to non-technical staff while maintaining composure under pressure. Will be supporting multiple layers of staff within the company
• Identify and assess root cause of technical trends, identifying opportunities to better serve the user community
• Prepares documentation and written procedures where needed
• Execution of tasks and projects as directed by management
• Point of Sale Support experience highly preferred
• Incident management software a plus
• Experience with Account Administration (Active Directory)
• Knowledge of PCI and SOX guidelines
• Microsoft Certifications a plus

IT Help Desk-san Juan Resume Examples & Samples

• Bachelor’s or Associate Degree in Information Technology, Computer Science or a related field
• Strong Troubleshooting skills
• Customer oriented mindset (courteous, responsive, proactive, and friendly)
• PC Support knowledge (hardware and software)
• Outlook configuration knowledge
• Extensive Microsoft Office 2003/2010 knowledge
• Extensive Windows OS knowledge
• Some programming knowledge
• Bilingual English/Spanish. Excellent communication skill. Ability to fluently read, write, and have a conversation. Candidate selected will NOT be communicating with External Clients, members or providers in English
• Sharepoint development knowledge
• Strong programming knowledge in HTML, VB Script, VBA, batch files
• Working knowledge of CA7 products, remedy software and other issue reporting systems
• Database knowledge in SQL, DB2

Senior Manager IT Help Desk Services Resume Examples & Samples

• Establishes team goals and manages departmental performance
• Evaluates and implements changes to group functions to maximize operational efficiencies. Provides feedback and training as necessary. Conducts performance reviews and manages personnel issues within the team
• Develops plans to deliver training on Information Technology Support
• Participates in budget determination as well as capital asset management
• Monitors work of the IT Support team who troubleshoots user difficulties relating to hardware, software, networking, and telephony system issues
• Establishes policies and procedures regarding how problems are identified, diagnosed, resolved, and the steps taken to prevent reoccurrence
• Manages full life cycle of multiple system projects by preparing project plans, allocating resources, prioritizing projects and tasks, consistently monitoring and reporting project status and timelines, and ensuring adherence to project specifications
• Recruits, builds, and nurtures a high performance team

IT Help Desk-intern Resume Examples & Samples

• Working knowledge of IT support and Help Desk functions
• System, Hardware, and Software proficiency
• Strong computer skills including proficiency in MS Office (Word, Excel, Powerpoint)
• Must have good communication skills and be able to communicate technical information to non-technical users

Tier, IT Help Desk Resume Examples & Samples

• Provide front-line technical support to company business units, service lines, and physical locations
• Troubleshoot hardware and software issues for PCs, printers, and attached peripherals
• Deliver professional call resolution
• Log calls in tracking database
• Escalate calls to next level when needed
• Update customers on status calls
• Associates Degree in IT is preferred, but not required
• At least one year in a technical support role
• Experience with technical call resolution including: password resets, connection issues, hardware/software troubleshooting, and printer issues
• Sufficient knowledge of Microsoft Windows 2000 / XP /Vista operating systems/ Windows 7, including a detailed understanding of networking components
• Professional attitude
• Excellent typing skills, at least 30 WPM
• Passion for learning and making a career in the IT industry
• Punctual attendance
• Must be shift flexible, including nights and weekends if necessary
• Must be able to pass a criminal background check

Enterprise Service Desk-it Help Desk Resume Examples & Samples

• Security Plus Certification
• Active security clearance (secret or top secret)
• Help desk, IT, Networking, cabling, or any related experience is welcomed

Co-op-it Help Desk Student Technician Resume Examples & Samples

• Must be able to diagnose and repair computer hardware and software malfunctions
• Assist in supporting important meetings in regards to Conference Room/AV Support
• Assist in the setup and deployment of cellular equipment
• Image new computers, and perform data transfers for end users
• Work in the development and implementation of new areas of the Interactive Intelligence Project
• Other duties as warranted

IT Help Desk / Service Desk Analyst Resume Examples & Samples

• Manage Standard Operating Procedures
• Provide accurate documentation of incidents and problem resolutions
• Maintain knowledge of Standard Help Desk Operating Procedures
• Support of applications such as Active Directory
• Support of operating systems on multiple platforms
• Provide professional support to the customer base with the expectation of single call resolution
• Utilize courtesy, good phone skills, good communication skills and good listening skills at all times
• Utilize TimeForce tracking tool to accurately record work effort/help tickets
• The chosen candidate will be responsible for the following
• 3) Provide accurate documentation of incidents and problem resolutions,
• 4) Maintain knowledge of Standard Help Desk Operating Procedures,
• 6) Support of applications such as Active Directory,
• 7) Support of operating systems on multiple platforms,
• 9) Utilize courtesy, good phone skills, good communication skills and good listening skills at all times
• Typically requires 2-4 years relevant experience
• Good understanding of the fundamentals of network, server, and desktop administration, installations, upgrades, techniques, tools, and equipment

IT Help Desk-multiple Shifts Resume Examples & Samples

• Field incoming requests to the Store Support Center via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
• Document all pertinent end user identification information, including name, store, contact information and nature of problem or issue as well as resolution information
• Escalate problem, when required, to the appropriately experienced technician
• Ensure problem has been adequately resolved

IT Help Desk Internship Resume Examples & Samples

• Field incoming requests to the Helpdesk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
• Build rapport and elicit problem details from support center customers
• Perform post-resolution follow ups to help requests
• Reinforce SLAs to manage end-user expectations

IT Help Desk Lead / Supervisor Resume Examples & Samples

• 1) Leadership skills - someone who is a good coach, collaborator, and facilitator
• 2) Strategic planning skills - ability to ensure team is meeting SLA and daily performance targets
• 3) Someone who has at least 2 years of service desk management experience (and with that being their primary role in a call center or help desk environment)
• The ability to successfully work on/oversee multiple projects and issues concurrently is crucial, as are strong coaching, collaboration and facilitation skills. Successful candidates will also possess excellent planning, organizational and project management skills
• Oversees IT Service Desk management functions, including: ensuring timely and appropriate resolution of reported problems; appropriate logging and documentation of problems; scheduling staff to ensure appropriate coverage level, including after-hours projects as needed; personally providing technical support to computer and system users as required; and acting escalation path for difficult issues
• Provides leadership to and manages performance of the IT Service and Support staff within the IT Department. Determines prioritization and distribution of assignments and workloads. Ensures IT Service and Support staff maintain an appropriate level of knowledge and skills
• Serves as an active and engaged participant of the IT Management team. Works constructively with other departmental managers on activities such as departmental planning and budgeting and cross-departmental activities
• This position requires the ability to articulate, explain and present complex plans to groups of varying technical understanding, and provide customers with consistent, proactive, professional, high quality, customer oriented services
• This individual must demonstrate a caring customer service attitude, a strong commitment to operational excellence and be able to display behaviors and a commitment to the organization's core values. We value an individual who also brings an impeccable work ethic, is honest and models a high level of integrity

IT Help Desk Operator Resume Examples & Samples

• Answer staff questions via phone on company supported applications
• Troubleshoot computer problems, also understand basic networking terminology
• Advise staff on appropriate action
• Serve as liaison between staff and the technology department to resolve issues
• Work one-on-one with staff on application projects
• Provide recommendations on company application purchases
• Provide on-the-job training to new department staff members
• Creates and executes planning and implementation in the delivery of a comprehensive Service Desk unit providing all associated services including the supervision, training, and performance evaluation of three full time support personnel (1 Manager & 2 Technicians), and student interns
• Oversees overall management and workflow of the Service Desk staff. Ensures appropriate staffing, schedules and reporting
• Ensures all service support requests and incidents are escalated following appropriate service workflows. Validates the documentation and communication between Service Desk and all related support teams regarding troubleshooting efforts on escalated issues
• Understands the benefits of IT Service Portfolios and IT Service Catalogs and experience building them
• Assists in Service Level Agreement (SLA) development and account management. Facilitates the communication to develop Service Level Agreements and documented procedures among the Service Desk and other supported campus entities
• Update and create documentation for help desk policies and procedures, training, and application support. Creates and monitors the development of training programs for Service Desk staff to improve customer service, computer literacy, and self-sufficiency
• Conducts operational statistical surveys, substantiates appropriate reporting to drive business decisions, and escalates reports for management review. Identifies opportunities for improvements in process, efficiency and quality
• Oversees the process and validates request ticket tracking and regular reviews. Facilitates the transfer of request tickets to appropriate support departments if requests are not resolved
• Serves as functional administrator of the IT Service Management ticketing system. Manages Knowledge Management Articles within the ITSM ticketing system
• Assists in developing strategic planning for the department and division
• Assists in management of the division's communications portfolio
• Function as a liaison during office renovations, and coordinate equipment relocation efforts
• Facilitate IT equipment procurement, scheduling and deploying equipment upgrades. Responsible for software license tracking and IT asset management
• Serve as a campus resource for the promotion of supported equipment, software, and services available through the IS&T division
• Maintain, monitor and configure application software, scripts and utilities, write or edit HTML/XML coding, and maintain supplemental web pages
• Bachelor's degree in a related field and a minimum of three – five years supervisor experience related to technical support and customer service
• Experience in successfully tracking and managing a large volume of simultaneous tasks, projects, or requests
• Extensive troubleshooting abilities on Windows-based and Apple products
• Experience working with audio/visual technology
• Experience in an academic setting supporting faculty, staff, student and administrative users
• Prior experience in a high-volume help desk environment
• Experience with Heat (Ivanti), Bomgar, O365, SharePoint, InfoBlox, Clearpass, Active Directory, Group Policy and conversant in productivity applications for both Microsoft and Apple products
• Experience with project management and developing IT Service catalog

Ssllc IT Help Desk Analyst Resume Examples & Samples

• Education: Bachelors or Equivalent Qualifications and Experience:6-8 years IT experience primarily in Financial Services. 3 - 5 years experience in IT operations support. 3 - 5 years in data analysis and design using SQL or TOAD
• Ability to capture, organize, analyze and communicate complex information in a concise manner to drive decisions
• Excellent overall verbal and written communication skills with ability to clearly communicate with stakeholders
• Demonstrated ability to lead and close IT help desk tickets
• An analytical mindset with problem-solving skills
• Familiarity with Pershing would be a plus
• Technical Qualifications & Skills: Proficient in MS Office (Project, Excel, Access, Word etc.)
• Experience with database query tool e.g. TOAD, SQL, Oracle IV
• Exceptional IT platform, database, management skills
• Financial Services IT Operational skills
• Adept communication and organizational skills
• Ability to work within team environment
• Well organized, detail oriented and exceptional problem solving and follow-through skills

IT Help Desk Level Resume Examples & Samples

• Assisting in any and all IT issues the company has, this could be as simple as advice on how to print in color all the way up to an end of the world system outage
• The creation of all user accounts. This includes Windows logins via Active Directory, Mitel phone logins and accounts for all of our additional in-house applications and tools
• Ensuring all new starters have the necessary hardware to perform their job, testing their login s before they start and ensuring their first day is as smooth as possible. This will involve liaising with suppliers and ensuring we get the best deals on new hardware
• Providing advice to employees and managers on general IT queries, assisting in formatting of word documents and general excel queries
• Maintaining an up to date asset database of all users, software, hardware and network resources -The monitoring of our Help-desk System ensuring all new help-desk tickets are picked up quickly, triage and prioritized accordingly

IT Help Desk-grand Rapids Resume Examples & Samples

• Remotely connects to end user’s PC to fix problems
• Must be comfortable with Microsoft (MS) Windows XP and 7 operating systems (some 8)
• Must be work study eligible
• In-depth understanding of MS Office 2007 products (Word, Excel, Power Point)
• Must know basics about MS Exchange and Outlook email. Will train on how to setup user account
• Able to remotely setup printers/scanners
• Having own transportation for occasional delivers local to Grand Rapids is a plus
• Exceptional Customer Service and a love for working with people is a must
• Acts as Level One Help Desk Support for approximately 75 users
• Reads, classifies, responds to, incoming Helpdesk Requests
• Remotely connects to end user’s PC to fix problems and desk side support
• May have additional project research tasks
• Must be comfortable with Microsoft (MS) Windows 7 operating systems (some 8)
• Support all volunteers by making them feel needed and appreciated, have them help in specific, actionable way, inspire them with our vision/mission, stay connected by keeping communication channels open both ways and show them how they are making a difference
• Evaluate new hardware for mission use
• High School Diploma or GED equivalent
• Must be enrolled in a minimum of 6 credit hours and meeting the standards of academic progress
• Experience in office setting preferred but not required
• Demonstrated ability to work effectively with people of diverse backgrounds and promote a positive working environment, spirit of cooperation and positive reactions to change and conflict resolution
• Demonstrated excellent interpersonal, communication and presentation skills, both written and oral which transcend diverse audiences
• This position requires someone who is personable, has great communications skills, pays close attention to the details, and has a lot of patience when dealing with users who have a wide range of PC experience (from very knowledgeable to someone who has never touched a PC)
• Demonstrated motivational and problem solving capabilities with a high degree of integrity, ethics, and dedication to the mission of the University

IT Help Desk Student Assistant Resume Examples & Samples

• Basic technical knowledge of Windows and Mac operating systems and applications
• Basic knowledge of Gmail and Google Apps
• Ability to troubleshoot hardware, software, and network problems
• Knowledge of PCC systems and services (MyPima, D2L, etc)
• Fast learner and self-starter willing to research problems independently
• Resumeshould be up-to-date and account for and describe all gaps in employment
• Letter of interest or cover letter should not exceed two pages, and should describe your knowledge, skills, abilities, and experience related to the duties and responsibilities of the position, as well as the strengths you would bring to the assignment. Cover letters/letters of interest are not required to be addressed to a specific person or persons

IT Help Desk Lead Resume Examples & Samples

• Lead IT Support Teams focused on swift ticket response and escalation as need, with a particular focus on both meeting SLAs and maintaining a high level of actual user satisfaction
• Work with IT Infrastructure Lead and stakeholders to develop strategies and plans to streamline current IT support processes
• Ensure cohesion between on-site and off-site support teams
• Create, update, and maintain current set of work instructions to ensure up-to-date and efficient solutions are presented as resolutions; ensure processes are updated to ensure current work instructions
• Provide technical leadership in the area of IT Support, including ticket, process, and SLA modernization, enhancements, automation, etc
• Support operations team regarding ticket escalations for urgent support; Interface with customers when appropriate during events and post-mortem
• Design and implement support process improvements using ITIL
• Works closely with business units to identify IT support pain points, using methods that may include risk and business impact assessments
• Develop and maintain an expert level of knowledge regarding the infrastructure and support landscape of the agency to achieve support modernization and functionality requirements; and
• Coordinate with Cloud, Modernization, and Infrastructure Leads in the strategic development of technology initiatives to identify infrastructure, product, and system enhancements which may improve help desk reliability, efficiency, and innovation, as well as customer satisfaction
• Up to 40% interstate travel may be required
• Bachelor's Degree or higher strongly preferred in Computer Science or a related discipline and typically eight to ten years of experience
• Considerable experience leading modern and geographically separate support teams
• Demonstrable experience in significant help desk process, SLA, and user satisfaction improvements
• Experience with enterprise ticketing systems such as HP Service Manager
• Significant experience in troubleshooting hybrid cloud environments including Azure, Office 365, etc. AWS a plus
• Solid troubleshooting experience in Windows client environments
• Knowledge of ITIL ITSM is strongly preferred
• Demonstrated experience working in a 24/7 production support environment

Related Job Titles

• • Resolved technical issues for over 100 employees, increasing overall productivity by 20%
• • Implemented new IT systems, increasing system efficiency by 15%
• • Led a team of 5 junior IT specialists, improving team efficiency by 10%
• • Resolved technical issues for over 50 employees, ensuring minimal downtime
• • Assisted in the implementation of new IT systems, reducing system errors by 25%
• • Collaborated with the IT team to meet quarterly targets, achieving 100% of goals
• • Supported senior IT specialists in resolving technical issues, contributing to a 10% increase in efficiency
• • Assisted in managing IT systems for 20 employees, maintaining 100% system uptime
• • Assisted in the preparation of quarterly IT reports, achieving 95% accuracy

5 Help Desk Resume Examples & Guide for 2024

Your help desk resume should highlight your technical proficiency. Showcase your experience with relevant software and troubleshooting methods. Demonstrate your customer service skills clearly. Employers need to see your ability to communicate effectively and resolve issues efficiently.

All resume examples in this guide

Desktop Support

Help Desk Manager

Service Desk Manager

Technical Support Manager

Resume guide, in this guide, you’ll learn, looking for related resumes, how to create a help desk resume that gets you hired, the right way to write a header for a help desk resume, how to make an outstanding experience section for your help desk resume, 18 essential skills to highlight in your help desk resume.

The customer is king.

But as a help desk…

You’re the king of customer service.

Anyone can pick up the phone or respond to an email, but very few can do so efficiently.

Your work extends way beyond solving simple technical problems.

Without you, companies can’t keep up good relationships with their clients. Many businesses would struggle to improve their brand image and keep their loyal customers around.

You help employees from inner departments solve tech issues in a timely fashion. That’s how you allow everyone to be more productive and stay focused on crucial tasks.

Thankfully…

The days of simple FAQ pages and Q&A sections on forums are over.

Companies have understood the full extent of your importance. That explains why headhunters today work hard to recruit the best help desk professionals.

But to land the job you want:

You need an outstanding help desk resume that promotes your worth. And that’s what we’re going to teach you today.

We created this guide to help you make a brilliant resume that stands out and gets results.

We’ll show you how to feature the right skills, experience, and other essential sections to make you shine.

Let’s get started.

• Why reading the job description is crucial to picking and featuring the right experience and skills on your resume
• How to structure and format your resume to inspire recruiters and keep them reading
• Best way to showcase your relevant experience and convince headhunters of your worth
• Top technical and soft skills to help you master your job duties and excel at customer service
• Most important additional sections to include if you want to outshine your competition
• Computer Science Resume
• Network Engineer Resume
• Tech Resume
• IT Project Manager Resume

A help desk resume is your chance to leave a strong first impression on recruiters and make them want you.

It's not just a bunch of details or meaningless words sitting on a page. In reality, it's the portal through which you'll land the job you want at the company of your dreams.

Every detail matters, from the way you structure your resume to the way you write your sentences.

Therefore, you must remain strategic in your approach.

First of all:

You need to pick a proper layout for your resume .

There are lots of options to choose from, but not all of them will fit your background.

Here are your two options:

If you have a rich work history and lots of details to share, a reverse-chronological layout is best. Combine that with a double-column temlplate and you can fit everything within a single page without sacrificing any details.

A single column resume template works great for you if you're just getting started as a help desk. You don't want to leave lots of white space in your resume, so you can structure the information to fill the whole page. You might prefer the funcional resume layout in such case, as it allows you to focus on skills, rather than experience.

You need to be different from everyone else.

Think about it for a second…

The company needs assistance from a professional help desk. They've been looking for an ideal candidate for a while — yet they still haven't hired anyone.

Why do you think is that?

Two reasons:

• The majority of applicants don't have the right set of experience and skills to compete for the job
• No one has addressed the hiring company's needs precisely, and most candidates are ego-centric only looking for their own interest

That's where you'll beg to differ and prove yourself deserving of the position.

You'll highlight your unique expertise, most excellent qualities, and career achievements to stand out from the pack. But more importantly, you'll tailor your resume to answer to the company's needs precisely.

This way, you're outperforming everyone in the race and give recruiters a million reasons to hire you.

Best sections for a help desk resume

• Certifications

What recruiters want to see in a help desk resume

• The right customer service experience to help you assist clients effectively
• A solid background in IT and computer science to prove your fitness for the job
• Quantifiable achievements and work results demonstrated through reliable metrics and precise numbers
• Eagerness to learn various technical skills quickly and apply the knowledge in practice
• A set of soft skills including solution-oriented mindset, patience, and interpersonal abilities to allow for flawless communication

The header is a small section sitting at the top of your resume to help you identify yourself.

It only includes personal details - so it shouldn't affect your chances of getting hired.

You want recruiters to remember who you are in a pile of hundreds of resumes. So, this is your chance to hammer your name into their heads.

You must follow the right structure in making your header. You have to feature your key personal details. And you also need to leave away any unnecessary information.

So, where do you begin?

It's simple.

For starters, you only need to include the following information:

• Email address

Next, you'll work on placing them correctly on the page.

Make your name memorable by using a bigger font and separating it from the rest of the details.

The job title comes underneath your full name but in a smaller font.

Featuring your full address is optional, especially if you live far away from the hiring company's location.

So, adding just the city and state in your address is okay.

LinkedIn is where most headhunters go to publish job postings and find qualified candidates. And the platform presents an opportunity for applicants to showcase their worth beyond a one-page resume.

Featuring a link to your LinkedIn profile is your way of helping recruiters notice you. It allows them to learn more about you before the interview, which is something they're grateful for.

Let's look at a couple of examples:

Recruiters must be sure that you're their best candidate they can hire before choosing you.

They want to see that you have solid experience with customer experience. And they need to be sure of your IT skills and problem-solving abilities.

But how do you prove any of that?

Well… it's quite simple!

Show that you've done it all before.

Craft an experience section that presents your job experience professionally. Then, fill it with details about your career successes and accomplishments.

Here are three golden rules to follow when writing your experience section:

1- List your experience in chronological order.

A perfect experience section must be chronological. That means you should start from the most recent position and continue further down.

You don't need to include every single position you've ever had. So, be careful when choosing what you put in this section.

2- Be specific.

It's more important to show than just tell when talking about your work history.

Headhunters are tired of reading repetitive job tasks over and over again. Every applicant they come across sounds the same with all the generic duties they find on Google.

The key here is to give recruiters what they want to see specifically. And to find that, you must look through the job description .

Make each bullet point you list here counts by mentioning the impact you had in your previous positions.

But more importantly:

Everything you mention here has to be relevant to the job you're applying for.

3- Quantify your achievements.

This rule gives hiring managers a rational anchor point for comparison. If your numbers are better than everyone else's, you'll separate yourself from the pack.

You won't be stuck at the bottom with the unqualified candidates who also claim to be good at customer support.

Each bullet point must come with a concrete example or a quantifiable achievement to inspire headhunters.

Use precise numbers of the results you achieved in the past to quantify your career wins.

Check out this example:

• • Responsible for customer service and inquiries
• • Helped customers with technical issues related to the company’s products and services
• • Stayed up-to-date with the latest company technologies and software updates

Nobody likes buzzwords , especially not hiring managers.

They've read hundreds of resumes where job responsibilities are listed with no concrete numbers to prove them.

There's nothing to back up those claims and achievements. As a result, such resumes get largely ignored or even count against the applicant.

The solution is to focus on concrete numbers to demonstrate your impact as a help desk professional.

You need to keep an active language when showcasing your work as a help desk. Stick to action verbs and industry-specific verbs to highlight relevance and competence.

Now, here's what a great help desk experience section looks like:

• • Answered, evaluated, and prioritized 3200 customer inquiries and support requests while maintaining 98% ratings of positive feedback
• • Assisted in the hiring and scaling of the team from 10 teammates to 35 by screening potential candidates
• • Recorded, tracked, and updated support interactions using the company’s ticketing system to help with software development

Featuring the right skills in your resume is key to getting you hired.

Recruiters often find themselves stuck choosing between candidates with the same level of experience. So they rely on the skills section to decide on the best applicant for the job.

But here’s the thing:

It isn’t always clear to you as a job-seeker which talents are essential to showcase in your resume.

Companies differ in the way they operate and deal with their customers. The technologies and tools they use also vary significantly from one industry to another.

As a rule of thumb, you must focus this section on two types of skills:

• Soft skills
• Technical skills

Soft skills include customer service, the ability to stay on top of client requests, troubleshooting, problem-solving, etc…

Patience and solution-oriented thinking are also crucial to helping you excel at your job.

Moreover, you must demonstrate a willingness to learn and adapt to new tools whenever needed. That shows hiring managers your eagerness to succeed at the job and go the extra mile.

On the other hand:

Technical skills vary widely based on the technology used by the company. There are no universally sought-after technical skills in the job market today.

You can recognize what the company needs from you in the job offer. And many tools and technologies are so popular that most businesses in the market today are using them.

So, by this point…

Your primary focus should be to find the most relevant abilities required for the job. Once you identify them, you’ll only need to narrow your list down and present it in this section.

To do that, you should:

• List all the soft and hard skills you possess in one list.
• Define the most sought-after soft/technical talents by reading the job description and keep them in a separate list
• See which skills correlate the most (those are the ones your help desk resume needs to feature)

Here’s our hand-picked list of the most critical help desk resume skills:

Most sought-after technical skills for help desk resume

• Active directory
• Desktop support
• Technical support
• Service desk
• Microsoft Office Suite
• Google Suite
• Troubleshooting
• Email support

Best soft skills to showcase in your help desk resume

• Customer service
• Collaboration
• Communication
• Problem-solving
• Time management
• Multitasking
• Attention to detail
• Solution-oriented

Key Takeaways

• Read the job description thoroughly to identify the hiring company’s needs and address them in your resume
• Create an eye-grabbing header to keep headhunters reading
• Feature your relevant work experience and solidify your claims through precise metrics and quantifiable achievements
• Showcase your technical/soft skills in your experience and skills section to make your resume more appealing
• Feature your educational background and certificates to stand out from the crowd and outshine your competitors

Help Desk resume examples

Explore additional help desk resume samples and guides and see what works for your level of experience or role.

Desktop support roles are similar to a foundational pillar in IT infrastructure. Therefore, desktop support trends can impact the way whole organizations function.

Emphasize your ability to troubleshoot swiftly and accurately. Display your familiarity with common operating systems and applications. Demonstrate your soft skills relevant to desktop support such as communication, team work and patience. Prove that you understand user issues and solve accordingly. Frame your resume in such a way that it showcases your skills in hardware and software, as well as how those skills led to efficient troubleshooting.

Don't just list qualifications; show how you used them to improve the system. Following 'skill-action-results' could look like 'improved ticket resolution time by...' or 'reduced system crashes by...' and so on.

Help Desk Managers play a critical role in customer service. Their actions can have great influence on customer satisfaction and brand loyalty.

Experience in software such as ticket tracking systems and database software is a must. Showcase your customer service skills and ability to manage teams. Demonstrate how you have implemented support strategies that reduced resolution time and improved satisfaction.

Avoid simply listing skills. Instead, show how your management style and technical abilities resulted in improved key performance indicators (KPIs). For example, 'Reduced average call handling time by implementing...', 'Increased customer satisfaction by...' et cetera.

A Service Desk Manager role is as a bridge between users and IT operations. This influential role can shape IT processes within a company.

Your resume should demonstrate your expertise in IT service management principles like ITIL or COBIT. Highlight how you have developed and implemented operational procedures that improved efficiency.

Don’t just list your skills. Instead, show how they have led to more efficient operations. Following 'skill-action-results' could look like 'lowered downtimes by implementing...', 'improved service delivery through...' and so on.

Technical Support Manager roles form a cornerstone of customer and client support systems. Trends within this sphere have far-reaching implications for any tech company.

Among others, highlight your ability to manage and train a team of tech support representatives. Tout your familiarity with a range of software and hardware specific to your industry. Demonstrate a history of increasing customer satisfaction rating by streamlining the tech support process.

Show, not just tell, your skills. e.g. 'lowered tech support turnaround times...', 'improved customer satisfaction ratings by...' and more.

Looking to build your own Help Desk resume?

• Resume Examples

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IT Helpdesk Resume Sample

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Work Experience

• Maintains a thorough knowledge of the organization and adheres to all organizational standards
• Keeps immediate supervisor well-informed of activities and recommends corrective actions
• Provide support for Microsoft based environment running Windows 7, Windows 2003/2008 servers ie. ,FileBound DMS,
• Provide support for Desktop Hardware and Software
• Answers after hours support calls
• Accountable for the asset management at assigned location
• Supports the installation and maintenance of the organization’s local area network hardware/software
• Respects confidentiality in discussing consumer/participant, staff, volunteer and organizational matters; also maintains confidentiality of organization, project, fiscal and personnel related information
• Monitors and approves IT related expenditures under approval authority
• Creates and maintains LAN/WAN maintenance logs
• Utilizes the Requirements Log System to identify and timely complete technology requirements
• Provide technical assistance and support for incoming queries and issues
• Install, test, configure and provide technical advice on telecommunications
• Resolve submitted helpdesk ticket and work requests
• Perform basic desktop and laptop configuration and troubleshooting
• Manages network operations to include: troubleshooting connectivity problems; installing & maintaining routers; adding/terminating users; assigning rights and access; resetting passwords; establishing e-mail addresses; assessing and reporting operational status; performing backups and restores; etc
• Conducts technology orientation and exit briefing for all staff; prepares technology and systems for new and departing staff
• Maintains SOX compliance and assist in SOX testing
• Troubleshoot ERP system
• Administrates and maintains Citrix and VMWare infrastructure
• Performs routine preventive maintenance on hardware and software
• Participates on committees, task forces, workgroups, etc. As directed, facilitates technology meetings and user groups

Professional Skills

• Excellent skills in: documentation skills, attention to detail
• Technical helpdesk background / technical support experience. Strong troubleshooting skills
• Strong multi-tasking and task prioritization skills
• Strong analytic skills and ability to apply critical thinking and a methodical approach to problem identification and resolution
• Strong teamwork skills with the ability to establish and maintain positive and effective working relationships with all departments and employees
• Exceptional customer service skills and experience with direct interaction with customers
• Working knowledge and experience with desktop computer hardware with experience in ordering and configuration

How to write IT Helpdesk Resume

IT Helpdesk role is responsible for microsoft, interpersonal, troubleshooting, software, customer, basic, printing, teamwork, database, training. To write great resume for it helpdesk job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For IT Helpdesk Resume

The section contact information is important in your it helpdesk 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 Helpdesk Resume

The section work experience is an essential part of your it helpdesk 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 helpdesk 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 helpdesk position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative IT Helpdesk resume experience can include:

• To operate without direct supervision. To have exceptional time management skills. To be dependable and take full responsibility for the tasks presented
• Previous customer contact experience combined with telephone service skills
• Demonstrated interpersonal and teamwork skills
• Managing Work: Effectively managing one's time and resources to ensure that work is completed efficiently
• Understanding of Remote Access tools to troubleshoot and resolve issues effectively
• Solid PC and operating systems experience

Education on an IT Helpdesk Resume

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

When listing skills on your it helpdesk 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 helpdesk skills:

• Good troubleshooting skill, high level of service mind, and good interpersonal skill
• Excellent communication, writing/documentation, prioritization and organizational skills
• Excellent and strong belief in customer service skills
• Good organizational skills, with excellent oral and written communication
• Proven technical skills with a strong familiarity with Microsoft Office Suite
• Good problem solving and consultative skills

List of Typical Experience For an IT Helpdesk Resume

Experience for it helpdesk intern resume.

• Computer skills: practicing Microsoft MCSA/MCITP /MCDST
• To communicate effectively and professionally with the Executive and deliver immediate service upon request
• Effectively communicate both verbally and in written form to all levels of Firm staff
• Broad experience with web based computing services (video conferencing, CRM software,
• Good working knowledge of Microsoft Office, G Suite (Google Apps), including advanced tools
• Good working knowledge of client operating systems (Windows 7, Windows 10, Chrome OS and Mac OS)
• Experience supporting mobile device and client operating systems (Android and IOS)
• Excellent command in Thai and English (Spoken, Technical Reading and Writing)
• A strong ability to remain focused with a hard working, professional and flexible attitude while multi-tasking at an extremely fast pace

Experience For IT Helpdesk Associate Resume

• Experience with desktop and server operating systems, including XP, Vista, Windows 7
• Experience in working within a distributed matrix organization of a global enterprise
• Very good knowledge of Windows operating system
• Helpdesk/networking experience
• Experienced in supporting HP Laptop, PC, Printer, Cisco Switches
• Experience to recognize and recommend changes to support procedures and user guidance as part of an ongoing improvement
• Demonstrate professionalism, diligence, care, patience, and empathy in all interactions
• Prioritise and dispatch IT Helpdesk unresolved work items to relevant teams

Experience For IT Helpdesk Administrator Resume

• Work in an effective, consistent manner, maintaining quality assurance and compliance with established directives, policy and best practices
• Provide effective and efficient support to our users while logging this information in our Service Desk management tool
• Good understanding of the organisation’s goals and objectives
• Technical support experience in a non-scripted Customer Contact Center
• Experience in Helpdesk, call center/phone support role

Experience For IT Helpdesk Coordinator Resume

• Extensive experience with the MS Office suite
• Direct and prioritize the day to day activities of help desk. As required, performs hands-on technical system administration
• Provide excellent customer service and support to our users here and abroad as a front-line support specialist
• Operate and maintain overall enterprise backup system(s); monitor daily schedules; notify appropriate parties when backups are incomplete
• The ability to prioritize tasks and respond with a sense of urgency
• Experience in any automated software deployment methods

Experience For Global IT Helpdesk With Spanish Resume

• Have at least 1 to 3 years of experience in IT service tasks
• HelpDesk/IT Support Experience
• A strong work ethic and the ability to work well under pressure
• Extensive application support experience with South State Bank supported applications
• IT support experience in a Microsoft environment
• Experience with AD group policy, Exchange/Outlook
• Creating/Updating training material, quick tip sheets, documentation
• Helping and extending support to the existing core IT team in their day to day functions

Experience For IT Helpdesk Co-op Resume

• Testing and performing quality assurance tasks related to internal projects
• Answering phone calls and handling to a high standard of Customer Service
• Working knowledge of a range of diagnostic utilities, including Event Viewer, Performance Monitor
• Understanding of Local Area Networking (LAN) and TCP/IP concepts
• Working knowledge of MS Office 365, Windows, Mac OS X, Box
• Working knowledge of Cisco/Avaya phone systems desired
• Housing is not provided
• Operating systems (OS)
• Understanding of ServiceNow or similar ITSM tools

Experience For Associate IT Helpdesk Resume

• Imaging computers and desktop/laptop setup
• Logging of incidents, service requests, changes and problem tickets in the Service Desk application (Remedy via phone and email)
• Maintaining system performance by conducting system monitoring and analysis and executing performance tuning
• Troubleshooting system hardware, software, networks and operating system
• Knowledge of installing, troubleshooting, repairing, and supporting network, server, computer, phone system, and printer hardware
• Knowledge of technical troubling shooting and problem solving techniques

Experience For IT Helpdesk Consultant Resume

• Provide training and instruction to end users on new technology or changes to existing systems
• Assist in creating and maintaining a knowledge based on common problems and resolutions for the Help Desk
• Help enable our team to succeed by keeping laptops, desktops, and servers in optimum working order
• Ensure all Sarbanes-Oxley documentation, including checklists, are completed according to relevant SOPs
• Extensive knowledge in supporting Microsoft Systems, Application, Messaging, Network, Intranet, Extranet, SunSystems, Property Management Systems
• Basis understanding of 2-factor authentication using tools such as Bitlocker, Duo Mobile

Experience For It-helpdesk Intern Resume

• Install desktop software and full imaging of software
• Assist in configuring various equipment (laptops, tablets, smartphones, etc.) and new user work-spaces
• Support PC hardware components, operating system software, and application software
• Possess ability to work under pressure and multi-task while working under deadlines
• Service ticketing solutions, Google application suites, CMS software)
• LDAP, DHCP, license management, workstation imaging, access controls)
• User and access management, setting up of new users
• Solve basic and intermediate problems relating to all supported systems
• Responsible for logging issues and Help Desk software

Experience For Interim IT Helpdesk Resume

• Responsible for providing technical assistance and support related to
• Assists with the day-to-day activities of helpdesk personnel, including PC builds, application installs, and equipment setups
• Configure and support Microsoft platforms including Windows, Office, and Active Directory
• Receive, respond to and resolve inbound Client contacts on client products, including NON-Technical issues as needed
• Manage unresolved incidents utilizing appropriate resources within required timelines
• Document and communicate to appropriate resource any recurring/critical client issue received

List of Typical Skills For an IT Helpdesk Resume

Skills for it helpdesk intern resume.

• Self motivated and directed, with the ability to effectively prioritize and execute tasks under remote management
• Good capability of managing stress and conflicts and strong leadership
• Above average skills in: managing tasks, customer service
• Basic troubleshooting skills on Macs and Windows platforms
• Handle several tasks simultaneously and effectively
• Seeks opportunities to improve knowledge, skills, and performance and is receptive to constructive feedback

Skills For IT Helpdesk Associate Resume

• Superior communication and interpersonal skills are necessary
• Service internal and external customers cost effectively; log and track customer support requests
• Experience working in an IT ticketing system like ServiceNow or Remedy
• Good listening and questioning ability
• Knowledge or experience in The Fire System and Air Conditioning System such as Novec 1230 system
• Broad knowledge and skill in: Windows client/server technology and OS, Microsoft Office suite, basic networking concepts
• Demonstrates understanding of the customer’s business needs and is able to achieve and maintain high customer satisfaction ratings
• Gather additional detail when needed prior to routing to resource teams

Skills For IT Helpdesk Administrator Resume

• Strong ability to handle multiple and concurrent tasks with frequent interruptions while maintaining professionalism, accuracy, and efficiency in each task
• In depth experience in administration of at least two of the following
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 7, 8 & 10 and Office 2010
• Organized and excellent communicator
• Previous experience in a chat and phone based support role
• Experience in Security software such as Anti-virus, Anti-SPAM, Anti-Spyware, and other security related technologies

Skills For IT Helpdesk Coordinator Resume

• Experience in Access Control and CCTV
• Experience with Mac environment
• Experience on Multinational environment
• Good knowledge in English written and verbal communication
• Plan work ahead and to prioritize workload
• Demonstrated ability to: work within a team capacity, follow instruction

Skills For Global IT Helpdesk With Spanish Resume

• Experience with Cisco VPN Client; RSA, Remote Desktop Support tools
• Strong working knowledge of desktop and laptop functionality
• Experience with Microsoft desktop and server operating systems
• Proven track record of providing SLAs and Service Desk deliverables
• Relevant technical experience
• Strong industry and travel IT knowledge
• Very good knowledge of office tools (MS Office)
• In Service Desk or IT related experience at multinational companies

Skills For IT Helpdesk Co-op Resume

• Excellent proficiency with all Microsoft Office and other standard desktop applications
• Active experience/certification in Information Technology Information Library (ITIL)
• Good knowledge of network issues
• Provide professional customer support services (experience in
• Experience in troubleshooting hardware and software problems
• Very good knowledge of Windows operating system, Lotus Notes
• Recent help desk troubleshooting experience
• Manage help tickets, i.e. ticket assignment, prioritization, escalation and resolution. (using JIRA)
• Coordinate internal resources as necessary to ensure effective resolution

Skills For Associate IT Helpdesk Resume

• IT environment experience
• Recommend new procedures to improve effectiveness of the group
• Configuring and troubleshooting profiles, file and folder permissions and network connectivity
• Understanding around mobile communication devices
• Supporting 800-900 users locally in LA (multiple buildings in the Beverly Hills, LA area) and about 7,000+ users globally
• Analysis: Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions

Skills For IT Helpdesk Consultant Resume

• Applied Learning: Assimilating and applying new job-related information in a timely manner
• Responsible for the deployment and tracking of all desktop and laptop hardware including peripherals using asset management software
• Network troubleshooting and working with VPN client software
• Handle immediate need activities such as video conferencing setups, new employees joining and office reconfigurations
• Train users in the use of internally developed systems by providing individual and/or group training sessions
• Provide support on gathering, reporting, and analysis of performance data on Web infrastructure
• Polycom Video Conferencing Administration

Skills For It-helpdesk Intern Resume

• Working in a network Windows XP/7 / Windows Server environment
• Technical knowledge of PC and desktop hardware, including Dell, Lenovo and Apple
• Proficient in using a computer and Microsoft Office (Outlook, Word, Excel, etc.)
• Ensures that correct resolutions are found and involves appropriate areas in resolving problems, when needed
• Actively participates in preventive maintenance, by documenting common problems and scripts for customer support
• Develops and maintains knowledge of Incident tracking system, Knowledge Bases and of the help desk’ procedures and business environment

Skills For Interim IT Helpdesk Resume

• Availability to work up to 24 hours per week; opening is for immediate availability
• Respond to end-user inquiries regarding the status of incidents
• Willingness and ability to work overtime and have the ability to work on a rotating after-hours schedule
• Provides first level support for all LAN based PC’s on both the operating system and the applications levels
• Communication: There are always multiple activities and projects working simultaneously where clear and concise communication is necessary to avoid confusion
• Setup and support desktop telecommunications terminals (phones, voicemail services and inbound routing)
• Perform basic server administration (power cycle, troubleshooting connectivity issues)

List of Typical Responsibilities For an IT Helpdesk Resume

Responsibilities for it helpdesk intern resume.

• Taking ownership of tickets and ensuring successful completion within stated SLA
• A can-do attitude to learn and support computer hardware, including adding and removing peripherals
• Capable of working independently, managing multiple tasks simultaneously
• Familiarity with MS Windows domain environment (Windows Server, Active Directory, LDAP, DHCP, license management, workstation imaging, access controls)
• Serve as a single point of contact for tickets, phone calls, chat, etc., from internal customers regarding IT issues, requests, and queries
• Maintain the IT knowledge base life cycle (create, modify, and retire) following established process
• Enters complete and accurate information into contact tracking database and follows up with customer as needed to provide total ticket ownership
• Interacts with network services, software systems engineering and/or applications development to restore service and/or identify and correct problems
• Field and log service requests into ticketing system

Responsibilities For IT Helpdesk Associate Resume

• Gather information to gain an understanding of the user’s job / function, and the issue
• Responsible for LAN, WAN, PABX setting up for ad hoc
• Answer helpdesk phones and route calls accordingly; record call tickets in Help Desk call logging application
• Daily interaction with all levels of associates to perform various Tier I and possible Tier II level troubleshooting
• Perform client processing jobs for various media types based on run documentation
• Monitor the enterprise backup environment including the tape and disc management. Perform manual backups as requested
• Interface with outsource service providers as required to build, change, tune, and otherwise support global infrastructure supporting SBS
• Provide trouble-shooting and corrective active support to developers for Web related applications
• Collaboration Tools: Video/Audio conferencing(WebEx), SharePoint, Cisco Jabber,

Responsibilities For IT Helpdesk Administrator Resume

• Telecom: Cisco Unified Communications, Polycom, Ring Central ACD/IVR
• Maintain the confidentiality, security and exercise the appropriate level of discretion regarding all firm issues and information
• Accommodate flexible work hours, including weekends
• Record, track, and document the Service Desk request problem-solving process
• Software installation and basic network troubleshooting

Responsibilities For IT Helpdesk Coordinator Resume

• Windows operating system and mobile devices
• Deal with daily operation and trouble shooting in areas of infrastructure and wintel
• Collect issue reports and new requests from users on SharePoint applications, coordinate with developing team and key users to ensure on-time IT delivery
• Knowledge of current Windows desktop operating systems
• Assist with the administration of a variety of server systems, virtual server environments, and networking systems
• Introductory knowledge of server operating systems (Windows Server and Linux)
• Receive and utilize training proficiently to implement in the work environment
• Troubleshoot and solve common network issues using physical and logical diagnostic tools
• Resolve specialized hardware and software problems with customers having little or no background in computers

Responsibilities For Global IT Helpdesk With Spanish Resume

• Answer tickets and emails pertaining to users’ computer problems
• Knowledge of basic computer hardware, including PCs, printers, scanners, etc
• Manage support tickets, ensuring timely updates and resolution
• Engage in support activities as directed by the Assistant Manager, IT, or as required by the business
• Immediate response to requests for assistance concerning all types of technology currently utilised by the business. To proactively learn how to support adopted technologies
• Maintain the computer fleet, and rotate computers on a three year cycle
• Respond to email and verbal requests to provide initial diagnosis/resolution. Manage the IT Helpdesk Mailbox, and record incidents and problems in the IT call logging system

Responsibilities For IT Helpdesk Co-op Resume

• Maintain a hardware inventory in the asset management system
• Perform administrative and support tasks for the IT department
• Supervise the local Data Centre, and assist extended infrastructure teams any time required
• Be proactive and use initiative to assess and act upon other areas, such as asset deployment and disposal, documentation, maintenance of a clean and tidy work environment, monitoring and ensuring the security of the data centre and other IT infrastructure and assets
• Partner with the facilities department (CORE) in the maintenance and operation of AV, Internet, telephony & telecommunications equipment
• Provide exceptional customer service and work with all internal cast members and departments

Responsibilities For Associate IT Helpdesk Resume

• Ensure commitment to Company policies, procedures and objectives
• Perform initial diagnosis on IT requests and provide resolution, and escalate when necessary
• Maintain IT inventory records as appropriate
• Own the Help Desk. Manage the help desk tickets via Manage Engine’s ServiceDesk product. Enter and categorize tickets. Escalate and route more complex issues based on priority. Document resolutions into the IT Support Knowledge Base/WIKI
• Sharp mind-set and capability for analysis and judgment
• Possess a positive and proactive attitude towards customer support and desire to help people
• Familiarity with MS Windows domain environment (Windows Server, Active Directory,

Responsibilities For IT Helpdesk Consultant Resume

• Provide technical support to VUE’s customers
• Technology education (computer science or similar)
• Abitlity to work as a team member
• Highly proficient in spoken and written German language
• Ability and desire to learn Corporate, Division, and Facility-specific applications, technology, and terminology
• Knowledge of MS Office suite of products and Microsoft office 365 Cloud
• Knowledge of various network technologies including cabling topologies, Wi-Fi, gateways, routers, switches and interconnecting LAN/WAN communication protocols such as Ethernet

Responsibilities For It-helpdesk Intern Resume

• Work in a fast-paced team oriented environment, supporting multiple sites
• Work with end users and technical staff comfortably
• Provide technical support for all users at all sites
• First and second level support in areas such as
• Provide telephone and online technical support to users
• Give accurate and efficient answers to questions
• Give first line support for all assigned Information Technology departments

Responsibilities For Interim IT Helpdesk Resume

• Replaces defective or inadequate software packages
• Teamwork: The IT Operations team consists of several local and remote resources where a team atmosphere is of the utmost importance to be able to work as one group spread out across North America
• Helps organize and streamline department related documents and procedures
• Write, edit and proof project documentation and correspondence
• Knowledgeable about assigned Client, service offerings, policies/standards, and processes
• Performs to and maintains acceptable performance levels as measured against the following metrics: client hold time, call lengths, call volumes, call quality and overall customer satisfaction
• Provide level 1 and level 2 support; troubleshoot IT-related problems
• Maintain exceptional customer service for all support queries and adhere to all service management principles
• Provides solutions to a wide variety of technology related problems, issues, and questions or escalates to appropriate support area

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Resume Worded   |  Proven Resume Examples

• Resume Examples
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• Service Desk Resume Guide & Examples

IT Service Desk Analyst Resume Examples: Proven To Get You Hired In 2024

Jump to a template:

• IT Service Desk Analyst
• Technical Support Analyst
• IT Support Engineer
• IT Help Desk Analyst

Get advice on each section of your resume:

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• IT Service Desk Analyst Resume Tips

IT Service Desk Analyst Resume Template

Download in google doc, word or pdf for free. designed to pass resume screening software in 2022., it service desk analyst resume sample.

An IT service desk analyst provides technical support to end users. They also maintain software and hardware. These maintenance operations must be scheduled, and IT service desk analysts must notify users about downtime. You must be familiar with networking and documentation, so these are some skills you may want to mention in your resume.

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

Recruiter Insight: Why this resume works in 2022

Tips to help you write your it service desk analyst resume in 2024,    indicate your achievements with metrics..

As an IT service desk analyst, you play a huge role in customer support and the organization’s computer health. Therefore, your job can positively impact day-to-day operations. You can mention those accomplishments and use metrics to illustrate their value in your resume.

   Emphasize your problem-solving skills.

IT service desk analysts must have strong logical thinking and problem-solving skills. You may encounter highly complex issues throughout your career, so it’s important to demonstrate that you are resilient and capable of facing challenges.

Technical Support Analyst Resume Sample

It support engineer resume sample, it help desk analyst resume sample.

We spoke with hiring managers at companies like IBM, Accenture, and Dell to understand what they look for in IT service desk analyst resumes. The following tips will help you create a resume that stands out and gets you hired.

   Highlight your customer service skills

As an IT service desk analyst, your primary responsibility is to provide technical support to customers. Hiring managers want to see that you have strong customer service skills. Show this by:

• Resolved an average of 50 customer tickets per day while maintaining a 95% customer satisfaction rating
• Collaborated with cross-functional teams to troubleshoot complex technical issues and provide timely solutions to customers
• Trained 10 new hires on customer service best practices, resulting in a 20% increase in first-call resolution rates

Avoid simply listing 'customer service' as a skill without providing specific examples of how you've demonstrated it.

   Showcase your technical expertise

IT service desk analysts need to have a strong technical background to effectively troubleshoot issues. Highlight your technical skills by including:

• Proficient in Windows, macOS, and Linux operating systems
• Experienced in supporting Microsoft Office Suite, including troubleshooting Outlook email issues
• Certified in ITIL Foundation and CompTIA A+

Don't just list technical buzzwords. Provide context on how you've used these skills to solve problems.

Deployed and maintained Windows 10 on 500+ company devices, resulting in a 30% reduction in support tickets related to OS issues.

   Quantify your impact

Hiring managers love seeing measurable results on resumes. Quantify your achievements to show the impact you've made in previous roles.

• Resolved customer issues in a timely manner
• Handled a high volume of support tickets daily

Instead, quantify your impact like this:

• Maintained an average ticket resolution time of 30 minutes, 50% faster than the team average
• Handled an average of 80 support tickets per day, 25% more than the team average

Using numbers helps hiring managers understand the scale and impact of your work.

   Tailor your resume to the job description

Customize your resume for each job you apply to by using keywords from the job description. This shows hiring managers that you're a good fit for the specific role.

For example, if the job description mentions:

• Experience with Salesforce CRM
• Knowledge of ITIL best practices
• Excellent problem-solving skills

Make sure to include these skills on your resume, along with specific examples of how you've used them.

Implemented Salesforce CRM for the IT department, resulting in a 40% increase in customer satisfaction ratings by providing more personalized support.

   Include relevant projects and achievements

Highlight any projects or achievements that showcase your skills as an IT service desk analyst. This could include:

• Created a knowledge base of common technical issues and solutions, reducing ticket resolution time by 30%
• Developed and delivered training sessions on new software rollouts to 200+ employees
• Implemented a new ticketing system that improved team efficiency by 25%

Focus on projects that demonstrate your technical expertise, problem-solving skills, and ability to work collaboratively with others.

   Show your progression and leadership potential

Hiring managers want to see that you have the potential to grow and take on more responsibility. Show your progression by:

• Started as a Help Desk Technician and was promoted to Senior IT Service Desk Analyst within 2 years
• Mentored and trained 5 junior team members on technical support best practices
• Led a team of 3 analysts in implementing a new remote support process that reduced on-site visits by 50%

Highlighting your progression and leadership experience will make you stand out from other candidates and show that you have the potential to take on more senior roles in the future.

Writing Your IT Service Desk Analyst Resume: Section By Section

  summary.

The summary section of your IT service desk analyst resume is optional, but it can be a valuable addition if you use it strategically. While your resume itself is already a summary of your qualifications, a well-crafted summary statement can provide additional context and highlight your most relevant skills and experiences. However, avoid using an objective statement, as it focuses on your goals rather than what you can offer to the employer.

When writing your summary, tailor it specifically to the IT service desk analyst role you're targeting. Avoid repeating information that's already covered in other sections of your resume. Instead, use this space to emphasize your key strengths, technical expertise, and customer service skills that align with the job requirements.

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

1. Showcase your technical expertise and soft skills

In your IT service desk analyst summary, highlight a balance of your technical knowledge and interpersonal skills. Emphasize your familiarity with relevant technologies, ticketing systems, and troubleshooting processes. At the same time, showcase your ability to communicate effectively, solve problems, and provide excellent customer service.

Here's an example of a summary that effectively highlights both technical and soft skills:

IT service desk analyst with 3+ years of experience resolving complex technical issues and delivering exceptional customer support. Proficient in Windows, macOS, and Linux environments, as well as Zendesk and Jira ticketing systems. Proven ability to communicate complex technical concepts to non-technical users and maintain composure in high-pressure situations.

Avoid summaries that focus solely on technical skills or use generic buzzwords:

• Hardworking IT professional with a proven track record of success.
• Results-driven IT service desk analyst with experience in various technologies.

2. Tailor your summary to the specific IT service desk analyst role

When crafting your summary, align it with the specific requirements and responsibilities of the IT service desk analyst position you're applying for. Research the company and the role to identify the key skills, technologies, and experience they're looking for in a candidate.

For example, if the job description emphasizes experience with a particular ticketing system or a specific industry, incorporate that information into your summary:

• IT service desk analyst with 5+ years of experience supporting healthcare professionals. Skilled in resolving EMR and HIPAA compliance issues using ServiceNow.
• Experienced IT service desk analyst with a strong background in the financial services industry. Proficient in managing high-volume ticket queues and collaborating with cross-functional teams to ensure timely resolution of incidents.

Avoid using a generic, one-size-fits-all summary that could apply to any IT service desk analyst role:

IT service desk analyst with experience in troubleshooting and customer service. Seeking a challenging role in a dynamic organization.

  Experience

The work experience section is the heart of your IT service desk analyst resume. It's where you show hiring managers that you have the skills and experience to excel in the role. In this section, we'll break down the key steps to writing a compelling work experience section that will catch the eye of recruiters and hiring managers.

1. Lead with strong IT support action verbs

When describing your work experience, use strong action verbs that are relevant to IT service desk roles. This helps hiring managers quickly understand your capabilities and experience.

Examples of strong action verbs for IT service desk analysts include:

• Troubleshot hardware and software issues for 100+ users
• Resolved an average of 50+ tickets per week
• Collaborated with cross-functional teams to implement new ticketing system

Avoid using weak or passive language, like:

• Responsible for troubleshooting issues
• Helped resolve tickets
• Worked with other teams

2. Highlight your technical skills and tools

IT service desk analysts use a variety of technical skills and tools in their day-to-day work. Showcase your proficiency with the skills and tools that are most relevant to the job you're applying for.

Some examples of technical skills and tools to highlight in your work experience section include:

• Ticketing systems (e.g. Zendesk, ServiceNow)
• Remote desktop tools (e.g. LogMeIn, TeamViewer)
• Operating systems (e.g. Windows, MacOS, Linux)
• Networking technologies (e.g. TCP/IP, DNS, DHCP)
• Scripting languages (e.g. PowerShell, Python)

Resolved 20+ tickets per day using Zendesk ticketing system. Used remote desktop tools like LogMeIn and TeamViewer to troubleshoot issues on Windows and MacOS devices. Automated common tasks using PowerShell scripting.

When highlighting technical skills, focus on the ones that are most relevant to the job description. Look for keywords in the job posting and make sure to include them in your work experience bullet points.

3. Quantify your impact with metrics

Numbers and metrics are a powerful way to demonstrate your impact and value in previous roles. Whenever possible, quantify your achievements using hard data.

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
• Onboarded and trained 5 new service desk hires

If you don't have access to specific metrics, you can still use numbers to provide context and scale, like:

• Provided technical support to 1000+ users across 3 offices
• Managed ticket queue for team of 10 IT service desk analysts

4. Show your career progression

Hiring managers love to see candidates who have progressed and grown in their careers. If you've been promoted or taken on increasing responsibilities in your previous IT service desk roles, make sure to highlight that in your work experience section.

Example of showing career progression:

IT Service Desk Analyst (January 2018 - Present) Senior IT Service Desk Analyst (July 2020 - Present) Promoted to Senior IT Service Desk Analyst after 2.5 years in analyst role Mentored and trained team of 5 junior analysts Led project to implement new AI-powered chatbot for IT support, reducing ticket volume by 15% IT Service Desk Analyst (January 2018 - June 2020) Resolved an average of 60 tickets per week with 95%+ customer satisfaction Identified and escalated high-priority issues to tier 2 support teams

By showing your progression and increased scope of responsibility, you demonstrate your ability to grow and take on new challenges.

  Education

Your education section is one of the most important parts of your IT service desk analyst resume. It's where you showcase your relevant educational background and training. Here are some tips to help you write an effective education section:

1. List your degrees in reverse chronological order

Start with your most recent degree or education and work backwards. This puts the focus on your highest level of education first. For each degree, include:

• Name of the degree (e.g. Bachelor of Science in Information Technology)
• Name of the school
• Location of the school
• Graduation year

Here's an example:

Bachelor of Science in Information Technology University of ABC, Anytown, USA Graduated: 2020

2. Highlight relevant coursework for entry-level analysts

If you're a recent graduate or entry-level IT service desk analyst, you may not have a lot of work experience yet. In this case, highlighting relevant coursework can help show employers you have the necessary skills and knowledge. List courses that relate directly to the job, such as:

• Network Administration
• Database Management
• Cybersecurity Fundamentals

Avoid listing basic or introductory courses that don't add value, like:

• Introduction to Computers
• Basic Programming

3. Keep education short and sweet for senior analysts

If you're a senior-level IT service desk analyst with many years of experience, your education section should be brief. Employers will be more interested in your work history and accomplishments. You can simply list your degree, school, and graduation year.

For example:

B.S. in Computer Science, XYZ University

Avoid going into detail about coursework or other educational details, like:

Bachelor of Science in Computer Science XYZ University, Anytown, USA Graduated: 1995 Relevant Coursework: Data Structures, Algorithms, Operating Systems, Computer Networks

4. Include relevant certifications in education section

Certifications are important in the IT field and can set you apart from other candidates. If you have relevant certifications, you can include them in your education section or in a separate 'Certifications' section. Some common certifications for IT service desk analysts include:

• ITIL Foundation
• HDI Customer Service Representative

Avoid listing certifications that are expired or not relevant to the job, such as:

• CPR Certification
• Food Handler's Permit

  Skills

The skills section of your resume is where you showcase your technical abilities and expertise to potential employers. As an IT service desk analyst, it's crucial to highlight the specific skills that are relevant to the job you're applying for. Here are some tips to help you craft a compelling skills section that will catch the attention of hiring managers and demonstrate your value as a candidate.

1. Tailor your skills to the job description

When creating your skills section, it's important to tailor it to the specific job you're applying for. Review the job description carefully and identify the key skills and qualifications that the employer is looking for. Then, make sure to include those skills in your resume.

For example, if the job description emphasizes experience with ticketing systems like Zendesk or ServiceNow, be sure to list those specific tools in your skills section:

Ticketing Systems: Zendesk, ServiceNow Operating Systems: Windows, macOS, Linux Networking: TCP/IP, DNS, DHCP

By tailoring your skills section to the job description, you'll demonstrate to the employer that you have the specific expertise they're looking for.

2. Categorize your skills for easy scanning

Grouping your skills into categories can make your skills section more organized and easier for hiring managers to scan quickly. Common categories for IT service desk analysts might include:

• Operating Systems : Windows, macOS, Linux
• Networking : TCP/IP, DNS, DHCP, VPN
• Ticketing Systems : Zendesk, ServiceNow, Jira
• Troubleshooting : Remote desktop, Active Directory, command line

Avoid simply listing skills without any organization, like this:

Skills: Windows, macOS, Linux, TCP/IP, DNS, DHCP, VPN, Zendesk, ServiceNow, Jira, remote desktop, Active Directory, command line

Categorizing your skills makes it clear at a glance what your key areas of expertise are.

3. Focus on technical skills and tools

As an IT service desk analyst, your technical skills and knowledge of specific tools are going to be the most important to employers. Focus your skills section on hard skills like ticketing systems, operating systems, networking protocols, and troubleshooting techniques.

Avoid including soft skills like "communication" or "problem-solving" in your skills section. While these abilities are certainly important, they are better demonstrated through your work experience and achievements. Keep your skills section focused on the technical expertise that qualifies you for the job.

Skills: Communication Problem-solving Detail-oriented Windows TCP/IP

Instead, a focused technical skills section will look more like this:

Technical Skills: Operating Systems : Windows 10, Windows 8, macOS, Linux Networking : TCP/IP, DNS, DHCP, Cisco IOS Tools : Zendesk, Jira ServiceDesk, ServiceNow, Splunk

4. Use Applicant Tracking System (ATS) keywords

Many companies use Applicant Tracking Systems (ATS) to automatically scan resumes for relevant keywords before a human even looks at them. To ensure your resume makes it past these filters, it's important to include keywords from the job description in your skills section.

For example, if the job description lists "ServiceNow" as a required skill, make sure to include "ServiceNow" in your skills section, even if you have experience with other similar ticketing systems. The ATS will be looking for that exact keyword.

Here's an example of an ATS-optimized skills section for an IT service desk analyst:

Skills: Ticketing Systems : ServiceNow, Zendesk, Jira ServiceDesk Operating Systems : Windows 10, macOS, Linux Networking : Cisco IOS, TCP/IP, DNS, DHCP Cybersecurity : Symantec, McAfee, Malwarebytes Remote Support : LogMeIn, TeamViewer, Bomgar

By including relevant keywords from the job description, you'll increase your chances of making it past the ATS and getting your resume in front of a human hiring manager.

Skills For IT Service Desk Analyst Resumes

Here are examples of popular skills from IT Service Desk Analyst job descriptions that you can include on your resume.

• Computer Hardware Troubleshooting
• Service Desk
• Windows Server
• Software Installation
• Active Directory
• System Administration
• Computer Hardware
• Technical Support

Skills Word Cloud For IT Service Desk Analyst Resumes

This word cloud highlights the important keywords that appear on IT Service Desk Analyst job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more likely you should include it in your resume.

How to use these skills?

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IT Service Desk Analyst Resumes

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