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5 Help Desk Resume Examples Built to Work in 2024 

Help Desk Resume

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• Write Your Help Desk Resume

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

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

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

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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 Service Desk Resume Sample

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Work Experience

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

Professional Skills

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

How to write IT Service Desk Resume

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

• Your contact information
• Work experience
• Skill listing

Contact Information For IT Service Desk Resume

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

• First and last name
• Telephone number

Work Experience in Your IT Service Desk Resume

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

Representative IT Service Desk resume experience can include:

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

Education on an IT Service Desk Resume

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

Additional details to include:

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

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

Professional Skills in IT Service Desk Resume

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

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

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

List of Typical Experience For an IT Service Desk Resume

Experience for manager, it service desk resume.

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

Experience For IT Service Desk Supervisor Resume

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

Experience For IT Service Desk Coordinator Resume

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

Experience For IT Service Desk Engineer Resume

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

Experience For IT Service Desk Agent Resume

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

Experience For It-service Desk Analyst Resume

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

Experience For IT Service Desk Shift Supervisor Resume

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

Experience For IT Service Desk Change & Project Process Coordin Resume

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

Experience For Technical IT Service Desk Analyst Resume

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

Experience For IT Service Desk, Department Manager Resume

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

List of Typical Skills For an IT Service Desk Resume

Skills for manager, it service desk resume.

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

Skills For IT Service Desk Supervisor Resume

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

Skills For IT Service Desk Coordinator Resume

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

Skills For IT Service Desk Engineer Resume

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

Skills For IT Service Desk Agent Resume

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

Skills For It-service Desk Analyst Resume

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

Skills For IT Service Desk Shift Supervisor Resume

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

Skills For IT Service Desk Change & Project Process Coordin Resume

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

Skills For Technical IT Service Desk Analyst Resume

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

Skills For IT Service Desk, Department Manager Resume

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

List of Typical Responsibilities For an IT Service Desk Resume

Responsibilities for manager, it service desk resume.

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

Responsibilities For IT Service Desk Supervisor Resume

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

Responsibilities For IT Service Desk Coordinator Resume

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

Responsibilities For IT Service Desk Engineer Resume

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

Responsibilities For IT Service Desk Agent Resume

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

Responsibilities For It-service Desk Analyst Resume

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

Responsibilities For IT Service Desk Shift Supervisor Resume

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

Responsibilities For IT Service Desk Change & Project Process Coordin Resume

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

Responsibilities For Technical IT Service Desk Analyst Resume

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

Responsibilities For IT Service Desk, Department Manager Resume

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

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Service Desk Analyst Resume Examples

As a service desk analyst, writing a resume is a key component of the job search process. It is important to tailor your resume to fit the job description and create an effective summary of your work experience and qualifications. This guide will provide you with tips on how to write an impressive service desk analyst resume as well as provide example resume templates to help guide you through the process. By following this guide, you can create a resume that will set you apart from other applicants and get you closer to landing your dream job.

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

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Service Desk Analyst

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

I am an experienced Service Desk Analyst, adept at providing comprehensive technical support services to customers. I have 5+ years of experience in a fast- paced working environment, offering technical and customer service assistance to end- users. My background includes all aspects of IT support, troubleshooting, and problem- solving. I am highly organized and self- motivated, and I am confident in my ability to manage all types of customer inquiries and provide timely resolutions.

Core Skills :

• Troubleshooting
• Network Security
• System Administration
• Technical Writing
• Customer Service

Professional Experience :

• Provide comprehensive technical support services to customers
• Troubleshoot and resolve hardware and software issues
• Monitor network security
• Administer operating systems
• Develop training materials and documentations
• Handled incoming customer inquiries via phone, email, chat, and in- person
• Assisted customers in troubleshooting and resolving software and hardware issues
• Investigated and identified root causes of issues and provided solutions

Education :

• Bachelor of Science in Information Technology, University of Anytown, 2009- 2012

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Service Desk Analyst Resume with No Experience

Recent college graduate looking to apply my knowledge of customer service and technical support to a role as a Service Desk Analyst. I have a strong background in problem- solving and customer care, and I look forward to becoming a valuable member of the team.

• Excellent customer service
• Highly organized
• Active Listening
• Ability to troubleshoot quickly
• Knowledgeable in basic IT principles
• Familiarity with current software and systems
• Excellent communication skills

Responsibilities

• Provide customer service for customers via telephone, email, and chat
• Troubleshoot system issues and provide technical support
• Track customer inquiries and record them in the help desk system
• Resolve customer issues or redirect requests to appropriate personnel
• Monitor customer satisfaction and take steps to ensure customer satisfaction
• Handle customer complaints and document them for further review

Experience 0 Years

Level Junior

Education Bachelor’s

Service Desk Analyst Resume with 2 Years of Experience

Highly motivated Service Desk analyst with 2 years of experience in providing support services and problem resolution to customers. Possess excellent problem solving, communication and customer service skills coupled with the ability to stay organized under pressure. Possess a strong technical aptitude and the ability to quickly learn and apply new technologies.

• Windows OS support
• Software installation and troubleshooting
• Networking and hardware support
• Active Directory and Office 365
• Strong problem solving skills
• Prioritization and time management
• Technical aptitude

Responsibilities :

• Perform first level troubleshooting for hardware and software related incidents
• Diagnose and resolve technical problems in a timely manner
• Install, configure and maintain applications, software, and equipment
• Provide support for end users via phone, email and remote access
• Monitor and document service desk performance metrics
• Perform daily system checks and maintenance
• Update knowledge base and technical documentation as needed

Experience 2+ Years

Service Desk Analyst Resume with 5 Years of Experience

Experienced Service Desk Analyst with over five years of experience in providing technical assistance to customers over the phone, by email, chat and in person. Adept in troubleshooting hardware, software and network problems, as well as providing customer support and technical advice. Skilled in actively listening to customers and accurately diagnosing and solving issues through effective problem solving skills.

Core Skills

• Excellent Problem Solving Skills
• Hardware, software and Network troubleshooting
• Excellent Customer Service
• Strong Written and Verbal Communication
• Technical Support
• Provided technical support over the phone, by email, chat and in person
• Assisted customers with hardware and software issues
• Diagnosed and troubleshoot various issues
• Provided step by step instructions to customers for troubleshooting
• Assisted with installations and configurations of hardware and software
• Resolved customer complaints promptly and professionally
• Performed systems and network maintenance
• Documented all customer cases and solutions implemented

Experience 5+ Years

Level Senior

Service Desk Analyst Resume with 7 Years of Experience

Experienced Service Desk Analyst with over seven years of experience providing technical support and customer service to end users. Possesses a strong knowledge of computer hardware, software, and network operations. Skilled in troubleshooting, problem solving, resolution tracking, and customer communication. Expertise in IT Service Management (ITSM) best practices and tools. Dedicated to delivering excellent customer service and technical solutions.

• Network Troubleshooting
• Help Desk Support
• Problem Solving
• Hardware/Software Troubleshooting
• Resolution Tracking
• Network Operations
• Provided technical support to customers via phone, email, and remote access
• Identified root cause of customer issues, provided solutions, and tracked resolutions
• Installed, configured, and maintained computer hardware and software
• Monitored network operations and performance
• Diagnosed, troubleshot, and resolved computer hardware and software issues
• Performed system updates and patch management
• Utilized ITSM tools to monitor and manage customer service levels
• Reviewed customer feedback and identified areas for improvement

Experience 7+ Years

Service Desk Analyst Resume with 10 Years of Experience

A highly organized and results- oriented Service Desk Analyst with 10+ years of experience providing technical support and customer service in a fast- paced, customer- focused environment. Proven ability to quickly and efficiently troubleshoot and resolve a wide variety of technical issues, while maintaining a high level of customer satisfaction. Possess a strong knowledge of software and hardware, networking, and customer service.

• Excellent problem- solving and troubleshooting skills
• Proficient in computer network management
• Strong knowledge of software and hardware
• Excellent interpersonal and communication skills
• Capable of multitasking
• Ability to work independently with minimal supervision
• Provide technical support and customer service for incoming inquiries from customers
• Troubleshoot and resolve a wide variety of technical issues
• Monitor system performance and respond to alert notifications
• Analyze and resolve customer complaints quickly and efficiently
• Research problems and develop creative solutions
• Provide advice and guidance to customers on best practices for system performance
• Maintain detailed records of customer interactions and resolutions

Experience 10+ Years

Level Senior Manager

Education Master’s

Service Desk Analyst Resume with 15 Years of Experience

I am a highly- skilled Service Desk Analyst with 15 years of experience in providing technical support to end- users. I have a proven record of resolving issues using creative problem solving techniques, and have a wide knowledge base of operating systems, software applications and hardware. With strong communication and customer service skills, I am able to quickly build rapport with customers while troubleshooting and resolving their support issues.

• Operating systems: Windows XP/Vista/7/8/10 and Mac OS X
• Software Applications: Microsoft Office Suite, Adobe Suite, QuickBooks
• Hardware: Printers, scanners, routers, and other peripherals
• Networking: Knowledge of LAN/WAN design, TCP/IP
• Technical troubleshooting: Identifying, diagnosing, and resolving technical issues
• Customer service: Providing friendly and professional assistance to end- users
• Respond to, log and track customer inquiries, requests, and complaints through a centralized database
• Install, configure, test, and maintain operating systems, software applications and hardware
• Troubleshoot network and system issues, and provide technical support to end- users
• Provide remote assistance to end- users using remote desktop tools and remote control software
• Monitor system performance and troubleshoot applications, hardware, and network issues
• Manage user accounts and access rights in line with company policies
• Research and implement new technologies to meet customer support requirements

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 Service Desk Analyst resume?

A Service Desk Analyst is an IT support professional who is responsible for the efficient functioning of network services and the smooth running of computer systems. As such, they must be highly knowledgeable in a wide range of IT systems, software, and hardware. To stand out from other applicants, a Service Desk Analyst resume should include the following:

• Education: Service Desk Analysts should have a degree in a related field, such as computer science, information technology, or a related field. List the degree, any certifications, and any relevant coursework.
• Experience: A Service Desk Analyst should have experience troubleshooting and resolving customer IT issues. List any past positions with similar duties and the skills used to solve those issues.
• Technical Skills: Service Desk Analysts should have a wide range of technical skills, including knowledge of applications, operating systems, databases, and hardware. Additionally, they should be knowledgeable in scripting, coding, and other programming languages.
• Communication Skills: Service Desk Analysts must be able to communicate clearly and effectively with customers. Include any experience with customer service or working with customer issues.
• Problem-solving Skills: Service Desk Analysts should have the ability to think critically and diagnose difficult issues. Include any years of experience in resolving customer issues and the techniques used.
• Leadership Skills: Service Desk Analysts should demonstrate leadership skills, such as the ability to manage projects and delegate tasks. List any past positions involving managerial or supervisory roles.

By including these details in a Service Desk Analyst resume, you can ensure that you make a strong impression on hiring managers and stand out from other candidates.

What is a good summary for a Service Desk Analyst resume?

A Service Desk Analyst resume should focus on the hard and soft skills required for the job, as well as any experience that is relevant. A summary should serve as an overview of the candidate’s skills, qualifications and professional experience, giving employers an idea of what the individual has to offer. The summary should highlight any customer service experience, technical knowledge and certifications that the candidate may possess. It should also include the individual’s ability to troubleshoot and ability to learn and adapt quickly to new technology. The summary should be concise, yet thorough enough to adequately summarize the candidate’s qualifications.

What is a good objective for a Service Desk Analyst resume?

A Service Desk Analyst provides customers with technical support, advice, and troubleshooting for hardware and software related problems. A Service Desk Analyst must have excellent customer service and problem-solving skills. Crafting a Service Desk Analyst resume that catches the attention of hiring managers is essential to landing the job.

Including a strong objective statement on your resume will ensure that the hiring manager knows what you offer and why you are the best candidate. When writing an objective statement for a Service Desk Analyst resume, you should focus on showcasing your skills, experience, and qualifications.

Here are some examples of objectives for a Service Desk Analyst resume:

• To leverage my 5+ years of customer service and technical support experience to provide effective and efficient solutions for customer inquiries and technical issues while delivering exceptional customer service.
• Seeking a Service Desk Analyst role to apply my expertise in customer service, technical support, and problem-solving.
• Dedicated customer service professional with 4+ years of experience in troubleshooting and resolving technical issues, seeking a Service Desk Analyst position to utilize my skills to provide quality customer service.
• Motivated individual with a proven track record of providing top-notch technical support and customer service, seeking a Service Desk Analyst role to continue providing customers with effective solutions.

How do you list Service Desk Analyst skills on a resume?

When it comes to listing out your Service Desk Analyst skills on a resume, it’s important to keep it precise and relevant to the job you’re applying for. Here are some of the key skills you should consider including on your resume:

• Strong customer service orientation: Service Desk Analysts must be able to prioritize customer service, promptly respond to customer requests, and provide accurate solutions.
• Technical troubleshooting: Service Desk Analysts should have a strong understanding of IT systems and the ability to troubleshoot technical issues quickly and efficiently.
• IT systems knowledge: Service Desk Analysts should be familiar with a variety of IT systems, including Windows, Linux, and Mac.
• Good communication skills: Service Desk Analysts must be able to communicate clearly and effectively with customers and other IT staff.
• Knowledge of help desk software: Service Desk Analysts should have an understanding of help desk software, such as Zendesk and ServiceNow.
• Ability to multitask: Service Desk Analysts must be able to handle multiple customer requests at the same time.
• Problem-solving skills: Service Desk Analysts must be able to quickly identify and solve customer issues.
• Flexibility: Service Desk Analysts should be able to work flexible hours and be able to adapt to changes quickly.

What skills should I put on my resume for Service Desk Analyst?

A Service Desk Analyst plays a critical role in managing and maintaining customer service operations. As such, it is important for a Service Desk Analyst to have a comprehensive resume that highlights their specialized skills and qualifications. When creating your resume, here are some key skills to include:

• Problem-Solving: Service Desk Analysts must possess excellent problem-solving abilities, as their job entails troubleshooting computer systems and customer service issues. They must be able to analyze customer complaints and requests in order to identify the cause of the problem and determine the best solution.
• Communication: Service Desk Analysts must have strong communication and customer service skills. They must be able to effectively communicate with customers both verbally and in written form in order to resolve customer issues.
• Technical Knowledge: Service Desk Analysts are expected to have a deep knowledge of computer systems, applications, and hardware. They must be able to diagnose and troubleshoot computer issues.
• Knowledge of Protocols and Procedures: Service Desk Analysts must understand the protocols and procedures related to customer service. They must be able to follow customer service procedures and process customer requests in an organized and efficient manner.
• Organization: Service Desk Analysts must be highly organized and be able to prioritize tasks based on urgency and importance. They must be able to keep an accurate and detailed record of customer service inquiries, requests, and complaints.
• Time Management: Service Desk Analysts must be able to manage their time and multitask efficiently in order to ensure a high level of customer service. They must be able to respond to customer service inquiries in a timely and professional manner.

By highlighting these key skills on your resume, you will be able to demonstrate your qualifications and experience as a Service Desk Analyst. With these skills, you can show prospective employers that you are the ideal candidate for the job.

Key takeaways for an Service Desk Analyst resume

The Service Desk Analyst role is a key part of any IT team. It requires strong customer service and technical skills, as well as the ability to troubleshoot quickly and accurately. When writing your Service Desk Analyst resume, there are some key takeaways to keep in mind.

• Demonstrate your technical know-how: To be a successful Service Desk Analyst, you must have a strong knowledge base of the IT systems and processes your team uses. Make sure to highlight any certifications or training you have in key technologies, and provide examples of your experience using them.
• Showcase your customer service skills: Service Desk Analysts must be able to provide exceptional customer service when troubleshooting or providing technical assistance. Make sure to list any customer service experience you have, and any awards or recognition you have received for it.
• Demonstrate problem-solving ability: As a Service Desk Analyst, you will be called upon to solve a variety of technical issues. Showcase your problem-solving skills by providing examples of issues you have successfully resolved in the past.
• Emphasize your communication skills: Service Desk Analysts must be able to communicate clearly and effectively with both technical and non-technical users. Make sure to list any relevant communication skills, such as public speaking or writing, that you may have.

By following these key takeaways, you can create a Service Desk Analyst resume that stands out from the competition and showcases your skillset.

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Top 12 Service Desk Analyst Skills to Put on Your Resume

In today's fast-paced IT environment, a Service Desk Analyst stands as a critical point of contact for troubleshooting and customer support, necessitating a unique blend of technical prowess and soft skills. To elevate your resume and distinguish yourself in the job market, showcasing a well-rounded set of skills tailored to this role is paramount, reflecting both your technical acumen and your ability to effectively communicate and resolve issues.

Service Desk Analyst Skills

• ITIL Framework
• Active Directory
• Microsoft Office 365
• Windows Server
• Network Troubleshooting
• Cisco Technologies

1. ITIL Framework

The ITIL (Information Technology Infrastructure Library) framework is a set of best practices for IT service management (ITSM) that aims to align IT services with the needs of the business. For a Service Desk Analyst, ITIL provides guidelines on how to effectively support and manage IT services, ensuring efficient resolution of user issues and requests, and improving overall service delivery.

Why It's Important

The ITIL framework is important for a Service Desk Analyst as it provides standardized processes and best practices for effective IT service management, ensuring consistent delivery of high-quality support, effective problem-solving, and improved customer satisfaction.

How to Improve ITIL Framework Skills

Improving the ITIL Framework, especially from the perspective of a Service Desk Analyst, involves focusing on continuous service improvement, leveraging technology, and enhancing communication and collaboration. Here are concise steps to consider:

Embrace Continuous Improvement : Consistently apply the Continual Service Improvement (CSI) model from ITIL to assess and enhance service desk performance. Use metrics and feedback to identify areas for improvement.

Leverage Automation : Implement automation tools for routine inquiries and ticket routing to free up analyst time for more complex issues and improve response times.

Enhance Training and Knowledge : Foster a culture of continuous learning. Utilize ITIL training resources to ensure analysts are up-to-date with the latest best practices and technologies.

Improve Communication : Use collaboration tools to facilitate better communication within the team and with users. Clear, concise, and timely communication can significantly improve user satisfaction and resolution times.

Feedback Loop : Implement a structured process for collecting and acting on user feedback. Tools like SurveyMonkey can be used to gather insights on service performance and user satisfaction.

Integrate with Best Practices : Combine ITIL with other frameworks like Agile or Lean for a more flexible and responsive service desk operation. This integration can help in adapting quickly to changing user needs and improving efficiency.

By focusing on these areas, a Service Desk Analyst can contribute to significant improvements in the ITIL framework's application within their organization.

How to Display ITIL Framework Skills on Your Resume

2. Active Directory

Active Directory (AD) is a directory service developed by Microsoft for Windows domain networks. It stores information about network resources such as users, groups, computers, and services, and enables administrators to manage permissions and access to network resources. For a Service Desk Analyst, AD is a tool for managing user accounts, resetting passwords, and ensuring appropriate access rights.

Active Directory is crucial for a Service Desk Analyst as it centralizes user and computer management, streamlines authentication and authorization processes, and enhances security across the network, facilitating efficient support and administration.

How to Improve Active Directory Skills

Improving Active Directory (AD) for a Service Desk Analyst involves optimizing performance, enhancing security, and streamlining user management. Here’s a concise guide:

Regularly Update and Patch : Keep your AD and server operating systems up to date with the latest patches to mitigate vulnerabilities. Microsoft's Update Guide

Implement Proper Access Controls : Use the Principle of Least Privilege (PoLP) to ensure users have only the access they need. Understanding and Implementing LDAP

Monitor and Audit AD Activities : Use tools to monitor, log, and audit AD changes and login attempts to quickly identify suspicious activities. AD Auditing Tool by ManageEngine

Use Strong Password Policies : Enforce complex passwords and regular changes to enhance security. NIST Password Guidelines

Educate Users : Provide training on phishing and social engineering attacks to reduce the risk of compromised credentials. Cybersecurity Awareness Training by Infosec

Deploy Multi-Factor Authentication (MFA) : Adding an extra layer of security helps protect against unauthorized access. Azure MFA Documentation

Regular Backups and Recovery Plan : Ensure you have a robust backup and disaster recovery plan for AD to minimize downtime in case of corruption or attack. AD Backup and Recovery Solution by Veeam

Clean Up and Optimize : Regularly review and clean up outdated accounts, groups, and GPOs to keep AD lean and efficient. AD Cleanup Tools by SolarWinds

By focusing on these areas, a Service Desk Analyst can contribute significantly to improving the effectiveness and security of Active Directory within their organization.

How to Display Active Directory Skills on Your Resume

3. ServiceNow

ServiceNow is a cloud-based platform that offers digital workflow solutions, including IT service management (ITSM), to automate and manage business processes and tasks, particularly beneficial for Service Desk Analysts in handling incident management, service requests, and IT operations efficiently.

ServiceNow is important for a Service Desk Analyst because it streamlines and automates IT service management (ITSM) processes, enabling efficient ticketing, incident, problem, and request management, improving response times, and enhancing overall service delivery and customer satisfaction.

How to Improve ServiceNow Skills

Improving ServiceNow for a Service Desk Analyst involves focusing on customization, automation, and integration to enhance efficiency and user experience. Here's a concise guide:

Customize Dashboards : Tailor your ServiceNow interface with role-specific dashboards to quickly access relevant information and tasks. ServiceNow Docs on Dashboards

Automate Routine Tasks : Use ServiceNow's workflow editor to automate common processes like ticket routing and escalation, reducing manual effort. ServiceNow Automation

Enhance Self-Service Options : Implement and refine a self-service portal with FAQs, knowledge bases, and automated ticket submission to decrease ticket volume. ServiceNow Self-Service

Integrate with Other Tools : Connect ServiceNow with email, chat, and monitoring tools to streamline communications and alerting. ServiceNow Integrations

Optimize Incident Management : Leverage ServiceNow's AI capabilities for predictive categorization and prioritization to improve response times. AI in Incident Management

Regular Feedback and Training : Encourage continuous feedback from users and provide regular training to ensure the Service Desk team is leveraging ServiceNow's capabilities fully. ServiceNow Training and Certification

By focusing on these areas, a Service Desk Analyst can significantly improve the efficiency and effectiveness of ServiceNow within their organization.

How to Display ServiceNow Skills on Your Resume

JIRA is a project management and issue tracking software developed by Atlassian, widely used by service desk analysts to manage customer support tickets, track bugs, and organize tasks within a team.

JIRA is important for a Service Desk Analyst as it streamlines issue tracking and resolution, enabling efficient management of customer queries and technical support tickets within a collaborative environment, ultimately enhancing service delivery and customer satisfaction.

How to Improve JIRA Skills

Improving JIRA for a Service Desk Analyst involves optimizing workflows, customizing dashboards, integrating with other tools, and leveraging automation. Here's a concise guide:

Optimize Workflows : Tailor JIRA workflows to match your service desk processes. Ensure statuses and transitions are clear and relevant to enable efficient ticket resolution. Learn More .

Customize Dashboards : Create personalized dashboards displaying crucial information, such as open tickets, SLA statuses, and recent activity, to keep important metrics at your fingertips. Dashboard Customization.

Integrate Tools : Connect JIRA with email, chat tools, or CRM systems to streamline communication and ticket management. Use JIRA´s extensive marketplace for add-ons. Integration Solutions .

Leverage Automation : Use JIRA's automation features to auto-assign tickets, send notifications, or escalate issues based on specific triggers, reducing manual tasks. Automation Guide .

By focusing on these areas, a Service Desk Analyst can enhance the efficiency and effectiveness of JIRA as a tool for managing service requests and incidents.

How to Display JIRA Skills on Your Resume

Zendesk is a cloud-based customer service software platform that enables businesses to manage customer support tickets, automate workflows, and improve customer engagement across multiple channels, including email, chat, and social media.

Zendesk is important for a Service Desk Analyst as it streamlines customer support processes, enabling efficient ticket management, multichannel support integration, and insightful analytics to improve service quality and response times.

How to Improve Zendesk Skills

Improving Zendesk as a Service Desk Analyst involves leveraging its customization, automation, and integration capabilities to enhance efficiency and customer satisfaction. Here are concise strategies:

Customize Dashboards : Tailor your Zendesk dashboard to display key metrics and tickets requiring immediate attention. This optimizes your workflow and response times. Zendesk Dashboard Customization

Use Automation and Triggers : Automate repetitive tasks and set up triggers for common ticket responses. This improves response times and consistency in communication. Automations and Triggers

Integrate with Other Tools : Connect Zendesk with other tools you use (e.g., CRM, project management) for a seamless workflow and better data utilization. Zendesk Integrations

Enhance Self-Service Options : Develop a comprehensive knowledge base and community forums to enable customers to find answers quickly, reducing ticket volume. Self-Service Options

Analyze and Act on Feedback : Regularly review customer feedback and ticket analytics to identify areas for improvement. Implement changes based on data-driven insights. Zendesk Analytics

Continuous Learning : Stay updated with Zendesk Education and Training to learn new features and best practices. Zendesk Training

Implementing these strategies can significantly improve your efficiency and effectiveness as a Service Desk Analyst using Zendesk.

How to Display Zendesk Skills on Your Resume

6. Microsoft Office 365

Microsoft Office 365 is a cloud-based suite of productivity tools from Microsoft that includes applications like Word, Excel, PowerPoint, and Outlook, along with services such as Teams and OneDrive, designed to facilitate communication, collaboration, and document management for businesses and individuals.

Microsoft Office 365 is crucial for a Service Desk Analyst as it provides a comprehensive suite of productivity tools and services for efficient communication, collaboration, and problem-solving, ensuring seamless support and enhanced user experience across an organization.

How to Improve Microsoft Office 365 Skills

Improving Microsoft Office 365 for a Service Desk Analyst involves enhancing efficiency, streamlining support processes, and leveraging Office 365's capabilities to the fullest. Here are concise strategies:

Optimize Support with Microsoft Learning Paths: Utilize Microsoft Learning Paths for targeted training on Office 365 services, ensuring the Service Desk team is well-versed in troubleshooting and efficiently managing user queries.

Implement Automation with Power Automate: Streamline repetitive tasks and support workflows by leveraging Power Automate. Automate ticketing processes, user notifications, and common troubleshooting steps to enhance response times and accuracy.

Maximize Teams for Collaboration: Use Microsoft Teams as a central hub for internal collaboration. Set up dedicated channels for support issues, knowledge sharing, and team communication to improve resolution speed and service quality.

Leverage SharePoint for Knowledge Management: Develop a SharePoint site to organize and share internal knowledge bases, troubleshooting guides, and best practices. This ensures consistent information dissemination and quick access to resources for resolving user issues.

Stay Updated with Microsoft 365 Roadmap: Regularly review the Microsoft 365 Roadmap to stay informed about new features and updates. This helps in proactively addressing potential issues and leveraging new tools for improving service delivery.

By focusing on these areas, Service Desk Analysts can enhance their support capabilities, improve user satisfaction, and make the most out of Office 365's comprehensive suite of productivity tools.

How to Display Microsoft Office 365 Skills on Your Resume

7. Windows Server

Windows Server is a series of Microsoft operating systems designed to manage and support enterprise-level applications, data storage, web services, and network communications for businesses. It provides a platform for running and managing networked applications and services, such as Active Directory, DNS, file and print services, and web hosting.

Windows Server is crucial for a Service Desk Analyst because it provides the essential infrastructure for network management, data storage, application hosting, and user authentication, ensuring efficient, secure, and reliable IT services support within an organization.

How to Improve Windows Server Skills

Improving Windows Server performance and security can be vital for a Service Desk Analyst. Here are a few concise tips:

Update Regularly : Ensure that Windows Server is always up to date with the latest patches and updates for security and performance improvements. Microsoft's guide on updating Windows Server .

Monitor Performance : Utilize Windows Server Manager and Performance Monitor to track performance issues and bottlenecks. Performance Monitor overview.

Configure Security Settings : Apply the principle of least privilege and configure security settings according to best practices. Security Compliance Toolkit from Microsoft .

Regular Backups : Implement a robust backup strategy to protect data against hardware failures and cyber threats. Windows Server Backup .

Optimize Server Roles : Only install necessary roles and features to minimize the attack surface and improve performance. Server Roles in Windows Server.

Use PowerShell : Automate repetitive tasks and configure server settings efficiently with PowerShell scripts. Getting Started with PowerShell .

Network Configuration : Properly configure network settings and use Quality of Service (QoS) policies to manage bandwidth. Network Policy and Access Services.

Implement Best Practices : Follow Microsoft's best practices for the specific roles that your server is fulfilling. Windows Server Best Practices.

By following these tips and utilizing the provided resources, you can ensure that your Windows Server environment is optimized, secure, and efficient.

How to Display Windows Server Skills on Your Resume

8. Linux OS

Linux OS is a free, open-source operating system known for its stability, security, and flexibility, widely used in servers, desktops, and embedded systems. It supports a diverse range of applications, making it a versatile choice for IT infrastructure.

Linux OS is important for a Service Desk Analyst because it offers stability, security, and flexibility, allowing for efficient management of servers and applications, customization to fit specific needs, and troubleshooting in a diverse computing environment.

How to Improve Linux OS Skills

Improving a Linux OS, especially from a Service Desk Analyst's perspective, involves enhancing system stability, security, and efficiency to ensure optimal performance and user satisfaction. Below are concise strategies to achieve these improvements:

Regular Updates : Keep the system and applications up-to-date to fix vulnerabilities, improve performance, and add new features. Use package managers like apt for Debian-based systems or yum for Red-Hat-based systems. Updating Linux.

Security Enhancements : Implement security measures such as configuring firewalls (e.g., ufw or firewalld ), enforcing SELinux or AppArmor policies, and using intrusion detection systems like Fail2Ban. Linux Security Basics .

System Monitoring : Utilize tools like top , htop , nmon , or Glances to monitor system resources and performance in real-time. Setting up centralized logging with tools like rsyslog or ELK stack can help in proactively identifying and resolving issues. Monitoring Tools.

Backup and Recovery : Implement a robust backup strategy using tools like rsync , Bacula , or Amanda . Ensure that backups are regularly tested for recovery to prevent data loss. Linux Backup Solutions .

Optimizing Performance : Fine-tune system settings based on the workload. For example, adjusting swappiness, using nice and ionice to prioritize processes, or configuring tmpfs for temporary storage can enhance performance. Performance Tuning.

Documentation and Knowledge Sharing : Maintain up-to-date documentation on system configurations, troubleshooting guides, and standard operating procedures. Utilize platforms like Confluence or GitHub wikis for collaborative documentation. Documentation Best Practices .

Training and Development : Stay informed about the latest Linux technologies and best practices through continuous learning. Platforms like Linux Academy, Coursera, or edX offer courses on Linux administration and security. Linux Training.

By following these strategies, a Service Desk Analyst can significantly contribute to the improvement and reliability of Linux operating systems in their organization.

How to Display Linux OS Skills on Your Resume

9. Network Troubleshooting

Network troubleshooting is the process of diagnosing and resolving problems within a computer network, involving identifying, analyzing, and fixing issues that impair connectivity, performance, or functionality, to ensure reliable network operation and service continuity. For a Service Desk Analyst, it typically involves initial assessment, remote troubleshooting, guiding users through steps to resolve issues, and escalating complex problems to specialized network teams.

Network troubleshooting is crucial for a Service Desk Analyst because it ensures the swift identification and resolution of network-related issues, minimizing downtime and maintaining optimal productivity and connectivity for users.

How to Improve Network Troubleshooting Skills

To improve network troubleshooting as a Service Desk Analyst, follow these concise steps:

Understand the Basics : Ensure you have a solid understanding of network fundamentals. Cisco's Networking Basics can provide a good starting point.

Utilize Tools : Familiarize yourself with network troubleshooting tools such as ping , tracert / traceroute , ipconfig / ifconfig , and nslookup . Microsoft's guide on using network troubleshooting commands can be handy.

Follow a Methodology : Adopt a systematic troubleshooting approach. CompTIA's Network Troubleshooting Guide outlines an effective methodology.

Practice Communication : Clearly communicate with users to understand the issue fully. Active listening and asking the right questions are crucial.

Document and Learn : Document resolved issues and solutions in a knowledge base. This ITSM Documentation Guide by Atlassian can help in setting one up.

Stay Updated : Keep abreast of new technologies and emerging network issues. Websites like Network World offer news and insights.

By enhancing your knowledge base, leveraging essential tools, adopting a structured approach, practicing clear communication, documenting solutions, and staying informed on the latest in networking, you can significantly improve your efficiency in network troubleshooting.

How to Display Network Troubleshooting Skills on Your Resume

VMware is a software company that provides cloud computing and virtualization technology, enabling users to create and manage virtual machines—software-based representations of physical computers—on a single hardware system. This allows for efficient resource management, improved scalability, and enhanced IT flexibility, relevant for a Service Desk Analyst to support, troubleshoot, and manage IT resources and services.

VMware is important for a Service Desk Analyst because it allows for the efficient management and provisioning of virtual desktops and servers, enabling rapid problem resolution, flexible support for remote or distributed workforces, and improved system uptime and resource utilization.

How to Improve VMware Skills

Improving VMware performance and management, particularly from a Service Desk Analyst perspective, involves a mix of optimization strategies, tools, and VMware-specific knowledge. Here are concise steps and resources to help:

Regular Updates : Ensure VMware tools, hardware versions, and guest OS patches are current to avoid vulnerabilities and enhance performance. VMware Patching

Resource Allocation : Optimize resource allocation (CPU, memory, and storage) based on the workload to prevent bottlenecks. Use VMware's guidelines for best practices. VMware Resource Management

Monitoring and Alerting : Leverage VMware's built-in monitoring tools like vRealize Operations to proactively identify and troubleshoot issues before they impact users. vRealize Operations

Networking Considerations : Ensure network configurations are optimized for performance and security. This includes proper setup of virtual switches and network interface cards. VMware Networking

Knowledge and Training : Stay updated with VMware certifications and training resources to better understand and leverage VMware technologies. VMware Learning

Automation and Scripts : Use VMware PowerCLI for automating repetitive tasks, thereby improving efficiency and reducing human error. VMware PowerCLI

Engage with VMware Community : Participate in VMware forums and communities to share insights and get solutions from peers and experts. VMware Community

By focusing on these areas, a Service Desk Analyst can significantly contribute to improving VMware's performance and efficiency within their organization.

How to Display VMware Skills on Your Resume

11. Cisco Technologies

Cisco Technologies is a multinational corporation that designs, manufactures, and sells networking hardware, software, telecommunications equipment, and other high-technology services and products. For a Service Desk Analyst, it is crucial to understand Cisco's offerings in networking and communication solutions, as they may involve troubleshooting, supporting, and managing Cisco hardware and software products within an organization's IT infrastructure.

Cisco Technologies is important for a Service Desk Analyst because it provides the foundational networking infrastructure and tools needed for managing and troubleshooting network issues efficiently, ensuring stable and secure connectivity for organizational IT services.

How to Improve Cisco Technologies Skills

Improving your skills in Cisco Technologies as a Service Desk Analyst involves a combination of hands-on practice, studying, and understanding the latest trends and updates. Here are concise steps to enhance your capabilities:

Get Certified : Start with CCNA ( Cisco Certified Network Associate ) to understand the basics. Consider progressing to CCNP ( Cisco Certified Network Professional ) for a deeper understanding.

Utilize Cisco's Learning Network : Access Cisco's Learning Network for study materials, communities, and labs. It's a great resource for both beginners and experienced professionals.

Hands-On Practice : Set up a home lab or use online simulators like Cisco Packet Tracer or GNS3 for real-world practice.

Stay Updated : Follow Cisco Blogs and participate in forums on Cisco’s Learning Network to stay informed about the latest technologies and solutions.

Join Webinars and Workshops : Participate in webinars and workshops offered by Cisco and other educational platforms to get insights from industry experts.

Leverage Cisco Documentation : Explore Cisco's official documentation for in-depth knowledge about specific technologies, troubleshooting guides, and best practices.

By following these steps and consistently dedicating time to learning and practice, you can significantly improve your Cisco Technologies skills relevant to a Service Desk Analyst role.

How to Display Cisco Technologies Skills on Your Resume

12. PowerShell

PowerShell is a scripting language and command-line shell designed for task automation and configuration management. It allows Service Desk Analysts to automate repetitive tasks, manage system settings, and troubleshoot issues across Windows environments efficiently.

PowerShell is important for a Service Desk Analyst because it allows for automating complex administrative tasks, quickly resolving issues, and efficiently managing systems across a network, enhancing productivity and operational efficiency.

How to Improve PowerShell Skills

Improving PowerShell skills, especially for a Service Desk Analyst, involves a combination of learning fundamentals, practicing scripts, understanding system administration, and utilizing resources effectively. Here’s a concise guide:

Learn the Basics : Start with PowerShell commands and syntax to automate tasks. Microsoft’s official documentation is a great starting point.

Practice Scripting : Apply what you learn by writing scripts for common tasks you encounter. GitHub repositories can be a treasure trove of real-world scripts to study and experiment with.

Understand System Administration : Knowing what can be automated or improved in your environment is key. Microsoft Learn offers specific courses on managing systems with PowerShell.

Solve Real Problems : Apply your skills to solve actual issues you encounter in your role. Forums like Reddit’s PowerShell community can offer insights and assistance.

Use Tools and Modules : Familiarize yourself with PowerShell ISE (Integrated Scripting Environment) for scripting and debugging. Explore modules specific to your needs, which you can find through the PowerShell Gallery .

Stay Updated : PowerShell and related technologies evolve. Follow blogs, forums, and social media groups dedicated to PowerShell to stay informed about the latest tips, tricks, and updates.

By focusing on these areas, you can gradually improve your PowerShell skills, making your role as a Service Desk Analyst more efficient and impactful.

How to Display PowerShell Skills on Your Resume

Related Career Skills

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IT Service Desk Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the it service 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.

Create a Resume in Minutes with Professional Resume Templates

• Assisting with the detection and recording of possible Problems
• Maintaining accurate hardware and software inventory and configuration information
• Escalating the process as necessary per established escalation policies
• Keeping affected business partners informed about progress
• Assisting with the fulfillment of Service Requests
• Monitoring the status and progress towards resolution of assigned Incidents
• Performing Incident investigation diagnosis and resolution
• Supervises team, including having responsibility over hiring, firing, and discipline
• Occasionally works during evening or weekend hours when warranted
• Working knowledge of MS operating systems and applications
• Manage relationship with Tier 3 teams to drive continuous improvement while identifying opportunities for additional Tier 1 involvement in incident resolution
• Ensure Service Desk phones are answered, voicemails and e-mails responded to and physical space staffed during business hours
• Assists with on-boarding of new teammates
• Drives change, fosters team spirit, and builds a winning team
• Demonstrates management basics-planning, organizing, directing, developing and supervising
• Everyone deserves a GREAT manager - Be one! Develop your staff and nurture the next leaders in the team
• Leverage service desk best practices and process frameworks, such as ITIL foundations, to drive continuous process improvement
• Perform occasional “remote hands” support for enterprise Networking, Storage or Systems Admin teams
• Manage on-call rotation for Service Desk teams
• Provides technical support to the organization's internal users of computer applications and hardware
• Align, support, and recognize staff to maintain a high performing team with high morale
• Analyzing Incidents to identify service restoration actions to be taken
• Provide hardware and software support for all supported Personal Computer and Mobile Devices plus associated peripherals
• Provides basic support of telephony and UC systems
• Provides support of conference room audio video equipment

15 IT Service Desk resume templates

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• Associates degree or apprenticeship
• 6-8+ years of experience
• Associate’s degree or equivalent combination of education
• Requires five or more years of service desk related technical and managerial experience

It-service Desk Analyst Resume Examples & Samples

• Communicates and coordinates ticket escalations, updates and outages with IT. Communicates ticket descriptions, updates, ETA’s, resolution explanations and outage notifications with the business
• May be required to perform daily and weekly scheduled procedures for Data Center operations including, but not limited to, routine core systems maintenance, tape management, daily financial processing and reporting for foods, merchandise and ticketing as well as iSeries maintenance and monitoring
• Can multi-task in a fast paced office environment
• Can deal with problems involving a few concrete variables in standardized situations as well as problems that are undocumented and fairly complex as technology evolves and new systems implemented
• Minimum 2 years’ experience with PC desktops, networked computer systems, Windows XP & Win 7 operating systems, Active Directory & Microsoft Office 2003, 2007 and 2010. Preferred knowledge of POS systems, VPN and iSeries
• Works with 3rd party vendors, remote users and communicates with customers including, at times, top level executives. Solid written and verbal skills are a must
• Minimum 2 years’ experience in computer related field and customer service or equivalent combination of education, experience or on the job training
• Regularly (2/3 or more) sit for prolonged periods; talk; hear audible alarms, voice commands with background noise; use hands and fingers to grip, pinch, handle or feel objects, tools or controls; repetition-using an input device-a keyboard or mouse-in a steady manner; use close vision with or without corrective lens. (clear vision at 20 inches or less); maintain alertness and attentiveness up to 4 hours while working varying hours; maintain concentration/focus (e.g., ability to interpret the work environment and make decisions on predetermined operating policies and procedure)
• Frequently (1/3 to 2/3) repeat motions more than twice per minute
• Occasionally (1/3) stoop, kneel, crouch or crawl; use distance vision with or without corrective lens. (clear vision at 20 feet or more); use color vision (ability to identify and distinguish colors); use peripheral vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point); use depth perception (vision, ability to judge distances and spatial relationships); work in varied light conditions including low or diminished lighting; use their ability to smell
• Frequently (1/3 to 2/3) work in extreme cold (non-weather)

IT Service Desk Analyst Intern Resume Examples & Samples

• Respond to all user inquiries and reported incidents following established Incident Management processes. Troubleshoot computer/application problems, resolve problems whenever possible, and escalate to appropriate team when needed. Ownership of all high priority incidents by escalating to management, communicating status to business, tracking resolution process, and following up with users upon resolution. Complete all required process documentation
• Process user access requests for all new hires, employee transfers, and separations in accordance with all established guidelines. Complete all required documentation associated with user access requests to ensure adherence to all SOX general controls
• Complete low complexity production data repairs following established guidelines and prepared SQL. Work closely with application development and/or senior analyst to analyze data discrepancies and determine corrective actions. Document all changes in accordance with SOX general controls related to production data access
• GPA of 3.3 or above
• Troubleshoot computer/application problems
• Hardware setup and configuration
• Software installation/configuration
• Active Directory user administration

Manager IT Service Desk Resume Examples & Samples

• Managing overall day to day operations of the service desk; supervising service desk staff; hiring and training staff; ensuring adherence to processes and procedures for the service desk
• Monitors customer satisfaction survey results; identifies potential customer service problems and seeks immediate resolutions; provides up-to-date process documentation and communicates project information to staff
• Producing weekly reports, including and service availability, MTTR, as well as root cause data; using data/reports to drive continuous improvement and repair performance and fault rates; creating or assisting in the creation of "After Action" reports for major events that are suitable for customer and executive level review
• Providing routine feedback to service desk staff in the form of KPI's, service level agreements, and help desk best practices; working with systems and network engineers to ensure available network and consistently detect and isolate network and service level outages and impairments
• Establishing and following a planned professional development program
• Demonstrated leadership skills, communication, analytical and problem solving skills, and short term and long term planning skills
• Background in web technologies and enterprise application implementations in a UNIX/Oracle or Windows/SQL environment
• Bachelor's degree or similar work experience
• Extensive knowledge of Help desk operations, procedures and policy creation
• Experience with event management and incident and problem management processes and tools
• Knowledge of ticketing systems, Service Now preferred
• Interpersonal/human relations skills
• Strong interpersonal, organizational and analytical skills
• ITIL, Apple, A+, Net+ certifications a plus

Specialist IT Service Desk Western Europe Resume Examples & Samples

• Assist the Service Desk Manager in all daily operational tasks as listed below and act as a stand-in
• Day to Day monitoring of the external providers service delivery and SLA fulfillment
• Knowledge- and Quality Management between adidas and external service provider
• Point of contact for the Business user community in all IT-related inquiries
• Handling of escalations and interface between Business users, IT-departments and external Service Desk
• Provide a high level of customer service/satisfaction in best in class approach
• Creating and analyzing reports
• Arranging meetings and creating presentations
• Knowledge of common Service Desk processes and best practices
• Non-expert but wide spread knowledge of PC, MAC, Business Applications and IT Infrastructure
• Excellent Communication- and English language skills in verbal and written form
• Strong analytical skill and understanding of reports
• Knowledge in MS Excel and PowerPoint
• Ability to learn and understand complex processes and to manage and interact between different parties
• Willingness to travel and to interact with and in front of international crowds with a healthy self-confidence
• Strong sense of customer and service orientation
• Minimum 2 years of working in a large corporate IT-setting
• Experience working with a wide range of computer technologies and business solutions
• Experience with administrative tasks such as reporting and analysis
• Experiencing in customer service and –communication
• Ideally experience IT-Service Management or IT-Service Desk environments

Team Lead-it Service Desk Resume Examples & Samples

• Bachelor's degree and/or 5 years experience in an IT support and service function
• Candidates must have 3 to 5 years of supervisory experience
• Experience in call center analytics/metrics
• Quality Monitoring experience
• Strong communications skills (verbal and written) along with presentation skills
• Ability to build and maintain business partnerships
• Ability to work with little day to day supervision
• Strong planning skills
• Ability to approach technical challenges from a business perspective
• Familiarity with basic elements of Information Technology infrastructure
• Understanding of PC operating systems and hardware

IT Service Desk Analyst Snei-sd Resume Examples & Samples

• Resolve technical issues with Outlook, Mail, Distribution groups
• Application support for SAP and other business applications
• Mobile device support including Android and iOS
• Use tools like Microsoft SCCM 2012 to distribute software
• Procure Hardware and Software for IT department

IT Service Desk Coordinator Resume Examples & Samples

• Utilizing technical and customer service skills to satisfactorily resolve end-user issues with products and services
• Provide feedback and innovative suggestions for solutions to improve service and to reduce support call volume
• Proactively follow-up with customers and escalate issues as necessary
• Input and update service documentation into the call request system
• To qualify, you must have an Associate’s Degree or better in a computer-related field or equivalent work experience. A+, Network +, MCP, or MCSE a plus. Previous customer service experience is preferred. The ideal candidate will be detail-oriented and will possess excellent troubleshooting and analytical problem solving skills as well as excellent written and verbal communication skills. Must possess knowledge of PC hardware, Windows operating systems, VPN remote access connections, Active Directory, Citrix, and the world-wide web. An understanding of TCP/IP, WINS and DNS is required. VMS/VAX and MS Office support experience is a plus. Ability to type 35-40 wpm
• A positive, flexible and professional team player who thrives in a fast-paced environment will be well-suited to our team

IT Service Desk Analyst With French Resume Examples & Samples

• Accepts and logs authorized calls by phone, web, mail, or other authorized means
• Ensures phone coverage in shift patterns
• Fluent written /spoken English and French

IT Service Desk Agent / Technician Resume Examples & Samples

• Strong technical aptitude
• Willingness to work shifts that start 7am-11am and end 4pm-8pm and can change quarterly
• We do have needs for Spanish speaking technicians/agents. For those fluent in Spanish, please apply to our other online posting or send our Talent Acquisition Business Partner an email at [email protected]

IT Service Desk, Team Lead Resume Examples & Samples

• Very good people management skills, should have experience in previous roles
• Very good communication skills, should have managed services across geographies
• Ability to drive initiatives in the team with creativity and a long term vision
• ITIL understanding, experience of dealing with process improvements
• Having a proven track record
• Good understanding of the Fixed Line Internal IT Infrastructure
• 5+ years IT call center experience a must
• 2+ years’ experience as a lead or manager of a call center
• Experience working in and SLA driven environment
• Works well under pressure and in a fast paced, growing environment
• Seeks solutions independently to solve problems. Works well under minimum supervision and deliver results daily
• Experience leading and motivating a team
• Experience creating, analyzing and presenting performance reports
• Exceptional customer service orientation with strong interpersonal and relationship building skills; the ability to maintain patience in the face of experienced and inexperienced computer users
• Ability to work in a challenging environment producing positive results that demonstrates a high degree of attention to quality, detail, correctness and deadlines in a multi-tasking, priority changing environment
• Excellent computer application skill set including Exchange, Active Directory, Virtualization, Printer troubleshooting, MS Windows, Linux Operating System and MS Office Suite
• Ability to analyze, identify and troubleshoot Window & Linux Operating System, desktop applications, hardware, and infrastructure via the phone and with remote access tools
• Must be able to work with a variety of people and departments, and maintain confidentiality
• Excellent written, organizational skills, verbal and analytical skills are a must
• Understands friendly and helpful customer service is a top priority
• Proactive team player who can work both independently and within a team environment to promote a unified front to our customers
• Experience with ITSM based ticketing system Service-Now, BMC Remedy, JIRA Service Desk, HEAT or other ITIL based call tracking software
• Experience in hiring and building small to mid-sized teams
• Experience in handling a high volume operations teams
• Education: Bachelor’s Degree
• 8+ Years of professional experience
• Desired ITIL Certification
• 2015: 1st to market with competitive benchmarking analytics for publishers

Senior Mgr, IT Service Desk Resume Examples & Samples

• Responsible for oversight and supervision of employees under management and 3rd party service providers critical to the delivery of the Service Desk functions
• Drives continuous improvement and leads transition from business centric service desk function to HCH enterprise model
• Responsible for overseeing the day-to-day operation of the IT Service Desk, which represents initial contact for all users reporting questions, problems or service requests regarding use of technology services
• 5-10 years Service Desk \(or equivalent Operational\) experience and at least 5 years supervisory / manager experience

It-service Desk Specialist With Knowledge of Spanish Resume Examples & Samples

• Provide technical assistance and support for incoming queries and issues related to computer systems, software and hardware
• Respond to customer queries
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
• Organize new computers and other office techniques preparation and installation
• Provide IS/IT induction and assist in IT trainings
• Install computer peripherals for users. Maintain daily performance of computer systems. Install, modify, and repair computer hardware and software

It-service Desk Specialist With Knowledge of French Resume Examples & Samples

• Provide all corporate software supports
• Prepare technical documentation and user instructions
• Organize equipment for meetings and end-users, also be responsible for equipment asset

IT Service Desk Team Lead Resume Examples & Samples

• Ability to work in group setting and independently; ability to adjust to changing priorities
• Strong interpersonal and communication skills, both verbal and written
• Fluent in reading, writing and speaking English
• 5 year experience in a similar role and/or a technical support position preferred
• Experience working with computer software including Office 365 preferred
• Experience with building and imaging of PCs is a plus
• Knowledge of Microsoft SharePoint also a plus
• Proven problem solving abilities

IT Service Desk Generalist Resume Examples & Samples

• Handle customer issues via calls or emails recording an incident for each issue
• Consistently uses service management tool to create/update incidents, requests, problems, etc
• Coordination of user administration processes and password resets for all Polo platforms
• Assists in the development of training activities and documentation to operational support processes
• Adheres to all Service Desk processes and procedures
• Contributes articles to knowledge base tool and functionality to support IT Customer Service team in resolving customer issues
• Positive advocate for goals, commitments; and vision of Polo and is able to deploy that vision through the functional areas; knows when to proactively communicate regarding issues and problems that exist in their own functional area
• The candidate must have general knowledge of iSeries, UNIX, Intel and WAN technologies
• Excellent interpersonal skills are required
• Meets individual scorecard requirements for operational performance
• Communications: Listens with sensitivity and openness. Actively seeks constructive feedback and remains open and receptive to it. Messages are presented in a logical and well-organized manner. Anticipates the information needs of others. Proven skills in communicating with technical staff, customers and all levels of management. Possesses excellent writing and presentation skills
• Teamwork and cooperation: Takes an active role to help team members accomplish tasks and goals. Takes initiative to resolve conflicts. Documented evidence of ability to facilitate collaboration among multidisciplinary groups
• Building/Managing Relationships: Takes steps to manage how others view them Makes time to meet people and develop mutual understanding
• Flexibility and response to change: Supports and promotes new or evolving procedures and routines. Demonstrated ability to study, understand, adapt and respond effectively to a constantly changing environment
• Quality of work: Performs challenging tasks efficiently and effectively. Anticipates problems and takes corrective action prior to completing the task. Documented ability to manage projects from planning stages through implementation
• Customer service: Anticipates and takes personal responsibility for customer satisfaction. Consistently goes out of the way to listen, understand, and support the needs of others in a sensitive manner
• Availability: Demonstrates flexibility in meeting unexpected work fluctuations and schedules. Achievement motivation: Sets challenging objectives and works against self-defined standards of excellence to continually improve personal performance
• This position description is intended to describe the essential functions, general content, and qualifications of this position. It is not an exhaustive statement of all duties and responsibilities performed in this position. Other duties may be assigned as needed
• Education: Associate degree in Computer Science, Electrical Engineering, Information Systems or vocational/technical degree OR equivalent relevant experience in addition to the minimum experience requirement. A minimum of two-three years’ experience in a call center/service desk/help. Additional Training/Certification: Help Desk certification preferred. ITIL Foundations certification preferred. Technical certifications such as A+, Security +, MCP, are a plus

IT Service Desk Analyst With German Resume Examples & Samples

• Categorizes and prioritizes all incidents and service requests arriving on the Global Service Desk queue, either resolving them directly or re-assigning them to other support teams as required
• Cooperate with partners located over the whole globe
• Fluent written /spoken English and German

IT Service Desk Analyst With Spanish & Italian Resume Examples & Samples

• Understands service levels and executes tasks accordingly
• Adherence to process and procedures to maintain quality and professionalism
• Innovative and prepared to try different ideas where this could be beneficial to the environment and our clients
• Fluent written /spoken English, Spanish and Italian/ French/ German

Manager, IT Service Desk Resume Examples & Samples

• Supervise a team of individuals responsible for implementing and maintaining Service Desk standards, policies, processes and procedures, aligned with ITIL framework
• Responsible for implementation of Incident Management process and works in conjunction with IT Operations and Engineering and associated Problem Management functions. Incident management process will include first level triage and direction to appropriate service lines
• Serve as the escalation point to end-users for desktop support related incidents and requests
• Proactively lead and develop the performance of team members through performance management, calibration, resource review & planning, capability, disciplinary, training & development to meet the needs of the business
• Recommend and implement applicable technologies to effectively manage the client environment in regards to security, anti-virus, image and patch management
• Manage reporting of metrics and Service Level Agreements that effectively measure team, department and vendor performance, and are in line with the needs of the business
• Must be customer focused and will be tasked with continually improving customer satisfaction, which will include managing customer surveys, monitoring service desk interactions, and helping train service desk staff
• Will help determine technology direction around client services including desktop/laptop, mobile devices, and remote access solutions
• Support multi-media, teleconferencing, and conference room technologies
• Responsibilities will include managing and serving multiple remote sites and remote employees
• Four to six years related experience

IT Service Desk Resume Examples & Samples

• Education – BA or BS in technical discipline (e.g. MIS, CS, Network Engineering, etc.)
• Certifications – (HDI - Help Desk Institute, a professional organization for those working in the IT Service Management industry.)
• Technical Experience: Hands-on and phone-based technical support experience in professional environment
• Customer Service: Phoned-based technical support experience
• Education: Associates earned - Nearing completion of BA or BS in technical discipline (e.g. MIS, CS, Network Engineering, etc.)
• Certifications: A+, Network+
• Technical Experience: Hands-on technical experience in professional environment
• Customer Service: In-person technical support experience
• Operate and maintain AV equipment for live and recorded events
• Operate audio board and/or video conferencing and streaming or bridging technologies and equipment for presentations and meetings
• Troubleshoot issues remotely and in person
• Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance
• Works closely with Network and Telecommunication Administrators

IT Service Desk Performance Manager Resume Examples & Samples

• Development and shaping of the design and implementation of a strategic delivery programme to drive excellence in customer experience
• Management and accountability for service partner performance and productivity relative to SLA’s & KPI’s
• Act as point of escalation for all service related issues. Resolves escalated issues in accordance with the governance escalation procedures
• Identification and analysis of key data points to establish trends and along with the formation of insights, and provision of thought leadership and recommendations to drive continuous improvement and influence the right outcome from partners
• Work with our service partners to ensure the availability of the core Head office and Branch Desktop, email and collaboration platforms
• Ensure effective collaboration with internal and external stakeholders to drive consensus, and ensure buy-in for the actions required to mature the effective operational framework and drive continuous improvement across AIB’s ways of working
• Key stakeholder at the Vendor Service Governance forums to demonstrate the effectiveness of supplier performance against contracted KPI’s and SLA’s
• Work closely with Financial Governance to analyse performance outcomes for Vendor Performance Credits/Earn-backs and to reflect impacts of Balanced Scorecard
• Ensure the Service Provider delivers on continuous improvement process and assist in benchmarking service levels. Implementing service improvement plans where service levels are not being met
• Delivering/representing Supplier Performance Metrics to Executive steering committee and other executive leadership groups, providing supporting commentary. Maintains database of outsourcing performance metrics
• Reviewing Service transition plans for introduction of all new technologies and business processes
• Tracking performance issues and corrective measures where implemented, with independent decision making in relation to the vendors and their performance
• Accountable for minimising the operational risk of service delivery to AIB ensuring both direct and partnership approach to service delivery
• Planning and priority setting – getting things done effectively and efficiently - Level 4
• Communication and influencing – genuine two-way communication to achieve consensus and progress - Level 4
• Problem solving and decision making – making timely, quality decisions - Level 4
• Results focus – achieving results resiliently - Level 4
• General Technical - Demonstrable understanding of the influence of ITIL/ISO20000 on IT Service Management practices. Level 4

IT Service Desk Analyst With Italian & English Resume Examples & Samples

• Updates existing incidents and requests records active in the incident management system
• Contagious enthusiasm fueled by a desire to be best in class
• Client focused and biased in pursuit of business goals and objectives

After Hours IT Service Desk Agent Resume Examples & Samples

• Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution
• Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction
• Provides case status updates to management and end-users per service level guidelines
• Support and maintain effective relationships with users
• Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support
• Provide support for PCs, laptops, printers, cell phones, and tablets etc
• Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management)
• Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets)
• Communicates with customers at all levels of technical and non-technical skills sets
• Follow all standard operating procedures (SOP) through the effective use of Knowledge management
• 1-2 years of related work experience preferably in an IT Service Desk/Call Center environment
• AA degree or technical training preferred or equivalent combination of education and experience
• Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and track incidents preferred
• Certification in relevant IT products/technologies a plus
• Focus on providing exceptional customer service
• Able to communicate effectively in English both written and verbal with key stakeholders, leadership, partners, team members, other organizations, and customers
• Ability to type while in involved in a conversation, at least 30 WPM
• Sound understanding of customer support, operations, and processes with a desire and enthusiasm to serve customers
• Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required
• Working knowledge of the Microsoft Office application suite including MS Outlook
• Active Directory, and Exchange experience preferred
• Solid analytical/cognitive skills to troubleshoot complex and technical problems
• Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
• Demonstrated capability to achieve results under pressure in a fast paced client driven environment

IT Service Desk Phone Agent / Technician Resume Examples & Samples

• Building and shaping a high performing team with proper customer centric mindset, knowledge, empowerment and sense of purpose that delivers valuable and timely support to our End Users
• Oversee and operate the “what” and the “how” the organization delivers against the expectations and defined metrics
• Driving for continuous improvement and different ways of doing things
• Acting as escalation point for customers and major incidents
• Performing overall Account Management activities with IT Managers in remote countries
• Champion Knowledge Management in the organization
• Participating in defining and documenting operational procedures; drafting and maintaining technical content for the knowledge database for use of upstream support teams

Team Lead IT Service Desk Resume Examples & Samples

• Building and shaping a high performing team with proper customer centric mindset, knowledge, empowerment and sense of purpose that delivers valuable and timely support to our End Users. Overseeing and operating the “what” and the “how” the organization delivers against the expectations and defined metrics
• Driving for continuous improvement and different ways of doing things. Acting as escalation point for customers and major incidents
• Performing overall Account Management activities with IT Managers in remote countries. Perfroming Champion Knowledge Management in the organization
• Providing technical guidance on more complex issues, including global project coordination
• Working at least 20% on the morning or night shift for follow the sun model

German Speaking Senior IT Service Desk Analyst Resume Examples & Samples

• Supporting the onboarding of new team members ensuring new team members cover all required trainings and process for properly start providing support
• Defining and shaping how Knowledge Management will work strategically within the organization promoting best practices in Knowledge Management
• Analyzing current and future trends and propose inputs in the resource allocation and workforce planning
• Proposing and implementing improvements actions engaging properly stakeholders in SSC, sites or other teams
• Checking the behavior of the supporting channels* in real time making proper assessment and action plan (*call- and chat volume, incoming emails, incoming IT self service tickets, community postings and escalation received from sites)
• Measuring and assessing the overall performance of SSC in a structured way, collecting and assessing information and feedback from various sources related to services, processes and people by using available/creating new reports (KPI, Operational Reports, Global Employee Survey, End User Satisfaction Survey, Satisfaction Survey of Local IT Sites, etc.)
• Communicating all relevant system/application based outage to relevant end-user and/or IT Function and/or stakeholder following agreed process with impacted country

IT Service Desk Analyst With Italian / French Resume Examples & Samples

• Provides internal and external communication of incident/request status, engaging next level support when required
• Bachelor’s degree or equivalent work experience
• Willingness to learn and focus on results

IT Service Desk Agent Resume Examples & Samples

• The candidate will possess and aptitude for working with Microsoft-based applications, with emphasis on Windows 7 and Office suites
• Problemsequests range from simple to complex; the candidate will analyze each request or symptom(s) and provide optimum resolution ulfillment for each customer in a prompt and efficient manner
• The successful candidate will provide excellent customer service and adhere to all service management principles, documented processes, and team guidelines
• This role requires the ability to interact professionally with a diverse group of customers, team members, managers and subject matter experts
• The IT Service Desk Agent will take ownership of follow up status and communicate progress regularly to both their customers and leadership (when requested)
• Provide timely assistance and support for incoming queries and issues related to computer systems, software, and hardware
• Effectively document incident management requests and resolution
• Analyze root cause, identify known issues or workarounds, and document resolutions
• Support local and remote employees utilizing standard IT tools
• Troubleshoot and configure laptops and desktops
• Provide support for Microsoft Windows, Office Suite, and other third party applications
• Image, deploy, maintain and upgrade IT systems as assigned
• Proactively identify areas for improvement and present suggestions to IT Management
• Support IT assets and environment using diagrams, run-books and procedural documents
• Assist with maintaining an accurate inventory of hardware and software assets
• Learn new technologies, concepts, and processes as needed or requested by management
• Continued improvement of knowledge and skills
• Perform planned support and maintenance during scheduled windows
• Maintain communication with team members distributed across the country
• Comply with IT service management controls including incident management and change management

IT Service Desk Phone Agent Resume Examples & Samples

Multilingual it service desk positions resume examples & samples.

• Taking ownership and responsibility for problems of client’s technical issues
• Accepting and immediately starting to process, solve or forward Software/Hardware and telephony problems. Having a duty to supply information to the users
• Answering calls offered to Service Desk queues and being responsible for managing the ticket queues
• Analyzing requests and problems and developing solution suggestions
• Maintaining a high level of Quality Customer Service
• Promptly notifying Critical Incident Management of high priority issues after collecting required information for escalation
• Increasing knowledge base by passing new issue resolution information to Service Desk’s Knowledge Administrator through the established Missing Knowledge process

IT Service Desk Agent With Spanish Resume Examples & Samples

• Provides first level IT Support to multiple clients supported out of Romanian Service Desk. Performs initial level of problem identification and attempts resolution
• Must maintain a high degree of customer service for all support queries, take ownership of user problems and be proactive when dealing with user issues
• 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 in the Service Desk knowledge base
• Develops and maintains knowledge of BMC Remedy (incident tracking system), AIDU and of the Service Desk procedures and business environment
• Fluent in English and Spanish
• Professional skills: problem solving/ troubleshooting, analytical, written and oral communication, administrative and organizational
• Ability and desire to build additional technical skills
• Ability to interact effectively with others in a team environment
• Ability to work with broad range of experience levels

IT Service Desk Shift Supervisor Resume Examples & Samples

• Supervises activities of the Service Desk Specialist to ensure goals and service level commitments are achieved
• Assures appropriate staff coverage including back-up coverage as needed
• Distributes workload and provides direction to team members to resolve restaurant incidents and problems
• Manages incident shift log, which includes assignment and transitioning of calls to next shift
• Ensures Service Desk Specialists incidents are resolved are accurate and in the agreed upon time frame
• Evaluates open incidents for possible re-prioritization or escalation
• Ensures priority accuracy of ticket assignments. Reviews all urgent priority tickets to ensure proper assignment
• Manages, addresses, researches, targets and initiates resolution of incidents that have missed defined SLAs or have been escalated
• Directly handles some incidents when required due to call volume
• Must be a Power Use of the Remedy tool. Understands and achieves a high level of competence in the Service Desk Agent role
• Monitors staff's performance and coaches for improvement and development
• Orients and trains staff as necessary
• Provides input into staff performance evaluations
• Assists with the implementation of new operational processes and procedures. Ensures Service Desk Agents follow defined processes, procedures and measurements; ensures documentation and procedures are defined to maximize first call resolutions. Reviews existing processes and procedures provides recommendations for improvement
• Identifies and communicates potential problems and issues to the Service Desk Manager and IT Leadership as appropriate. Identifies alternatives and recommends solutions as appropriate
• Creates and updates knowledge for the IT Service Desk knowledge base to ensure that consistent support processes and procedures are properly documented and available to team members
• Consistently enhances skills and job knowledge by researching new internet/intranet technologies and software products and trends; reading professional publications; maintaining personal networks; participating in professional organizations
• 3+ years' of experience in a Service Desk / Call Center / Customer Support
• Demonstrated experience in problem solving of computer, networking, and telecom
• Practical experience with information technology infrastructure operations and service management
• Demonstrated ability to meet or exceed Service Desk measurements that drive performance improvements (examples: Speed to answer, abandonment rate, service consistency, etc.)
• Experience with BMC Remedy or equivalent service desk ticketing systems
• BS/BA in MIS, Computer Science or Business
• Supplemented by three (3) years progressively responsible experience in managing Service Desk operations and telecommunications, computer and applications technical support; or an equivalent combination of education, training, and experience
• Experience and demonstrated competency in supervising people, tasks, and service processes
• Demonstrated ability to lead and motivate staff; ability to work in a team oriented environment
• Strong verbal and written communication skills with the ability to interact professionally with a diverse group of people at all levels of the organization
• Strong interpersonal skills with positive team attitude and commitment to customer service and department goals
• Strong analytical skills and ability to identify and track problem trends
• Strong problem-solving, and decision making skills
• Practical experience of process management and continuous improvement methods and techniques
• Good understanding of the Information Technology Infrastructure Library (ITIL) disciplines and the interaction of ITIL and other processes
• Demonstrated ability to take initiative and provide ownership of projects and key deliverables
• Demonstrated ability to handle multiple tasks
• Strong Customer Focus
• Knowledge of restaurant or retail business
• Operational Support and Analysis ITIL Practitioner certificate preferred with ITIL Foundations Certification

Internship IT Service Desk Resume Examples & Samples

• Respond to requests for technical assistance via phone or electronically
• Administer help desk software
• Track and route problems and requests and document resolutions in knowledge base

Supervisor, IT Service Desk Resume Examples & Samples

• Day-to-day operational support
• IT Knowledge Management support
• Escalation for service failures
• Review feedback from users and IT Support teams to find areas of improvement

IT Service Desk Agent f/m Resume Examples & Samples

• Familiar with software installation and application
• Knowledge of basic Networking and Desktop Support (2 year minimum)
• Assist users by troubleshooting and resolving operating system, application, and hardware issues
• Document, track, and monitor problems to ensure a timely resolution
• Ability to react to change appropriately and handle other essential tasks as assigned
• Receive, configure, and deploy end user computing devices using established corporate procedures
• Display a high level of effort and commitment to performing work; perform effectively within the organizational structure, demonstrate trustworthiness and responsible behavior
• Assist with projects typically as a team member. At times, candidate may lead small to medium size projects
• Assume and perform other duties and responsibilities not specifically outlined herein, as requested
• Proactive, energetic, go-getter, willing to learn and adapt new technologies, work under stress, willing to work night shifts and occasional weekends
• Work independently in the absence of supervision
• Technically Proficient
• Detailed Oriented
• Professional Demeanor
• Intuitive Problem Solving

IT Service Desk Intern / Co-op Resume Examples & Samples

• Answer the calls coming to the IT Service Desk station
• Gather pertinent information about problems/requests
• Enter the incident into IT Service Desk Software System
• Strive to resolve a majority of issues over the phone
• Update the IT Service Desk knowledge base to support efficient and effective resolution of frequently raised IT issues
• Escalate open tickets to proper IT Staff for problem resolution
• Follow up with end-users and IT Staff on status
• Provide frequent communications between the end-users and the IT Technology systems staff member
• Maintenance and support for the phone system and voicemail system
• New orders and support for cell phones
• Network, email, vendor management, print queue management, business systems
• Assist in creating new procedures
• Increase first call telephone resolution through standard documentation
• Continuous improvement of communications and IT Service Desk programs
• Maintain all IT documentation Including the IT library and supplemental information
• Work towards best practices and contribute to the “follow-the-sun” Global IT support vision
• Hardware installation, maintenance and support
• Software installation, maintenance and support
• Network maintenance and support
• Ensure effective communication between the Service Desk and appropriate system support teams within the rest of the IT organization, including status reports of projects and/or systems issues
• Candidates must be actively enrolled at an accredited college or university, pursuing a degree in Information Technology, Computer Science or a related field
• Commitment to ongoing training and new system implementation
• Ability to develop effective working relationships with customers, co-workers and Administration
• Ability to make contacts with other departments, requiring tact and judgment to ensure effective support
• Strong English verbal and written communication skills which are geared towards exceptional customer satisfaction
• Proven ability to identify, research, and resolve IT level-1 issues in a timely manner, and quickly escalate non-resolvable issues to the appropriate IT team
• Ability to develop effective working relationships with customers, co-workers and administration

Technical IT Service Desk Analyst Resume Examples & Samples

• Provision of first line support, including but not limited to triage and appropriate troubleshooting, correct incident categorisation and resolution where possible. Retention of end to end ownership and working with ENGIE resolver groups and third parties where required
• Communicates incident resolution or request fulfilment to the user
• Develop skill set to provide guidance on all supported software and hardware deployed by the organisation
• Ensure that priority setting and escalation procedures are applied effectively and that all complaints are responsibly and professionally resolved
• Perform remote / onsite desktop support, including installing and upgrading of software and hardware components
• Support the Service Desk Team Leader with the successful take-on of new services
• A requirement to work the contracted 37.5 hours per week between the hours of 07:30hrs – 17:30hrs
• The Service Desk Analyst assists the organisation by ensuring incidents and service requests relating to IT services are resolved satisfactorily and in a timely fashion
• Identifying recurring problems that require in-depth attention
• Identifying ways to deliver improved service performance to clients
• Provide day to day service desk support
• Identify and resolve incidents within agreed SLAs, ensuring 1st line resolution is achieved wherever possible, referring to 2nd and 3rd line support where required, whilst maintaining ownership of the issue through to completion
• Correctly log, prioritise, assign, track and respond to incidents and service requests in a timely manner, meeting agreed SLAs, and according to agreed standards and procedures
• Escalate high priority incidents to both internal and external teams, as appropriate
• Keep users and other interested parties informed of progress throughout the lifecycle and ensure that corrective action is taken to avoid or minimise delays
• Continually increase the amount of incidents and requests resolved at the first point of contact
• Appropriately apply priority setting and escalation procedures
• Professionally resolve complaints
• Contribute ideas for improvements to the Service Desk Team Leader
• Maintain support documentation of tools that are used by the Service Desk
• Monitor incident trends and identify recurring incidents for resolution
• Ensure that all relevant incidents are linked to their appropriate problem
• Ensure that together the team develops effective working relationships at all levels by simplifying complex technical messages and acting as an advocate of IT both externally and internally
• Qualification in the field of Information Technology and / or 2 years equivalent work experience
• Good knowledge of a leading IT Service Management Tool
• Strong ability to quickly understand user requirements and issues
• Professional telephone manner with ability to remain calm under pressure and be able to express solutions and ideas to colleagues and users at all levels
• Proven experience in a customer facing role

IT Service Desk Analys Resume Examples & Samples

• Deliver to agreed service levels within agreed budgets
• Answer telephones calls from customers within 60 seconds using the correct ENGIE greeting
• Assessing the criticality of each situation by being proactive and asking for as much information as possible to help the caller assess their requirements
• Utilise diagnostic utilities to aid with troubleshooting to achieve first time resolution
• Carry out any ad hoc tasks/duties which may reasonably be expected as requested by IT Management
• Qualification in the field of Information Technology and / or substantial previous work experience
• A good technical background with knowledge of common software packages and a broad understanding of IT Infrastructures
• Monitors the quality of live and non-live contacts for each team member
• Conducts coaching sessions with each team member to discuss contact quality reviews and individual performance scorecard
• Prepares and conducts monthly and yearly performance reviews on each team member using the individual performance scorecard
• Analyzes regular performance reports and take actions to ensure desired behaviors from team members
• Handles escalations from dissatisfied customers and proactively reports such instances to the Service Desk Manager
• Conducts team huddles and events to ensure high levels of team motivation as well as to communicate key updates
• Develops training and performance improvement plans for team members
• Proposes innovation and improvements to current processes/procedures/tools to the Training, Process & Tools Lead
• Helps instill a fun working environment by proposing gamification initiatives to the Service Desk Manager
• Position may be required to work various time zones, in support of 24x7x365 support requirements
• Strong problem solving skills and decision-making ability
• Work experience with Microsoft Active Directory Users and Groups Management
• Minimum five years of work experience in IT Service Desk environment with at least 2 years as a team lead

IT Service Desk & Onsite Operations Manager Resume Examples & Samples

• Responsible of Service Desk & Onsite Support deliveries for North America, ensures that agreed targets are met and appropriate qualitative standards achieved
• Responsible for driving performance against the Service Level Agreements (SLA’s) and Key Performance Indicators (KPIs)
• Handle large volume operation of 12,000+ PCs, 5,000+ mobiles, 11,000+ users, 11,000+ tickets
• Manage deployment/collection of all end-point devices via CMDB
• Run managed service operations provided by 3rd party vendor – onsite and remotely
• Develop and implement robust automation & processes to ensure that high quality service is provided to customers
• Improvement of key customer satisfaction metrics, SLA and deliverable
• Continuous improvement: Analyze support Services activities and make recommendations for increased organizational efficiency and effectiveness
• Ensure that regular training are provided to staff to ensure that each member of the team is able to provide the best level of customer support
• Be willing to travel within NA and worldwide about 20%
• At least 7 years of experience of managing team (local and remote) in IT environment
• High interpersonal skills and customer orientation
• ITIL expert in managing service via SLAs and KPIs
• Experience and skill in managing managed service provider to achieve service objectives
• Multicultural orientation and experience with international organization and distributed environment / Locations
• Demonstrate evidence of influencing positive change within IT Customer support environment
• Ability to lead teams effectively both through structured coaching and deliveries
• Thorough knowledge of IT Customer support operations
• Ability to efficiently convey ideas though oral and / or written communication
• Ability to work in a group or independently; good analytical skills, details oriented ability to effectively listen to and resolve customer issues
• High capabilities of data analysis and analysis tools
• A good awareness of software and IT services providers within IT support marketplace
• High technical capabilities with IT infrastructure, knowledge of client, servers, network and telecom
• Proven project management capabilities
• English fluent speech and written

IT Service Desk Reports & Workforce Lead Resume Examples & Samples

• Knowledgeable with IT Service Desk performance metrics
• Microsoft VBA programming
• Proven experience to convert telephony & ITSM tools raw data into meaningful business information
• Highly experienced in writing complex Microsoft Excel functions, VBA codes
• Knowledgeable with statistical analysis

IT Service Desk Administrator Resume Examples & Samples

• Enjoy working with high professional standards to meet high expectations from our customers
• You have just entered the job market
• Technical know-how in infrastructure technology is a definite plus
• Are ready to provide the best solution to client queries
• Carry a positive attitude
• Fluent in Finnish and English Language skills, able to communicate easily with customers both verbally and in writing
• Flexible attitutude and thus prepared to work in shift to provide service to our customers from Monday to Sundy, round the clock
• On the job training
• A competitive salary with possibility to earn a monthly bonus
• Be part of a shift based team
• Very friendly and supportive team members
• Career development opportunities in an International company

Manager of IT Service Desk Resume Examples & Samples

• Supervise the Service Desk support staff by defining and establishing schedules, work assignments, priorities, providing support/direction and dealing with administrative issues as needed
• Gather, analyze, and publish metrics to benchmark the IT Support workload/performance and identify trends in support issues, making recommendations to improve services and support where needed
• Work with the end user community to promote exceptional customer experience, effective response times and provide expert insight into general support issues
• Train helpdesk staff on operational procedures and troubleshooting techniques. Provide training on new hardware and/or software applications as requested
• Ensure that the helpdesk staff provides timely and considerate customer service to end users by fielding helpdesk calls and resolving technical issues within defined SLAs
• Ensure that proper escalation paths are followed by the Service Desk, in line with documented procedures
• Maintain documented information and processes, updating as needed
• Maintain a strong working relationships with preferred vendors
• Assist end users, as needed, both in person and over the phone
• Associate's Degree in related field and/or equivalent experience
• 2+ years in a supervisory/management setting
• 5+ years hands-on technical help desk experience
• Knowledge of Microsoft Directory Services (Active Directory) and Communications (Office 365/Exchange)
• Expert at troubleshooting hardware/software
• Ability to create, document and implement efficient processes
• Ability to lead technical projects of moderate complexity
• Performance Management and Coaching skills

IT Service Desk Supervisor Resume Examples & Samples

• Management and/or leadership of personnel engaged in the support and delivery of IT technologies
• Manage Tier 1 Service Desk to pre-defined metrics
• Provide continuous improvement recommendations as a result of metrics management
• Manage knowledge documentation for Tier 1 Analysts
• Skill assessment and training of ITSC Analysts (initial and ongoing)
• Interpret customer survey results and SLA reports and develop corrective actions
• Perform analyst performance reviews with the direction of the Service Desk Manager
• Focus on process improvement and increased efficiencies within the Service Desk
• Review staff utilization reports to efficiently manage Tier 1 agents and develop appropriate staffing for the Tier 1 Service Desk
• Manage all Tier 1 queues - delegate and monitor queue management responsibilities appropriately
• Act as point of escalation for resolution of customer complaints
• Have an open rapport with all Tier 3 managers and business managers in order to be involved in any new technologies that will be supported by Tier 1 agents. Ensure proper training and documentation of new services to be supported
• Excellent customer service skills, including the ability to work with users of all ability levels
• Working knowledge of Windows desktop, MS Office suite (Word, Excel, and Outlook)
• Ability to evaluate team procedures and update where necessary
• Ability to quickly learn proprietary applications that are core to the business and provide expert support
• Patience; have effective interpersonal skills; assertiveness as well as diplomacy and the ability to determine when each is required
• Excellent questioning skills as well as the ability to identify isolate and communicate problems from and to all levels of customer base and staff
• College Degree required. (Preferred MIS; Computer Science; or Business)
• 2-3 years experience working in an environment where service delivery is shared between internal and external providers
• Creates knowledge articles for publication to technical and non-technical personnel
• Comply with Cubic Occupational Health, Safety and Environment policies and procedures

IT Service Desk Analyst Watford Resume Examples & Samples

• Act as the single point of contact for all BrightHouse colleague IT issues
• Recording, managing, co-coordinating and resolving Service Desk Requests and Incidents
• Keeping users notified and informed of Request and Incident status
• Consistently meeting agreed Service Desk quality and performance standards
• Proactively monitoring and maintaining the Service Desk Telephone, Email and SupportWorks queues
• To adhere to Service Desk procedures, highlighting out of date process when necessary
• Undertake deskside support when required to do so
• Maintaining user accounts (password resets, creating/suspension/deletion of accounts, changes)
• Provision and recover IT equipment, maintaining the IT asset register
• Contribute to IT projects as a defined project resource when required to do so
• Contribute towards the IT Service Desk skills matrix and knowledge base
• Ensure essential knowledge and skills levels are maintained in line with the Service Desk Skills Matrix and BrightHouse Learning Management System
• Good verbal communications
• Basic understanding of network architecture
• Basic understanding of Microsoft Operating Systems
• Basic understanding of PC’s
• Basic understanding of Outlook and eMail
• Basic understanding of Word and Excel
• Good awareness of computer technology
• Proactive approach to problem solving
• Previous IT Qualifications to any level advantageous
• ITIL and/or Service Desk Institute qualifications
• Experience of using Supportworks or similar IT Service Management toolset
• Experience of working in a Retail or Financial environment
• Previous Customer Service or Help Desk experience

Summer Intern, IT Service Desk Resume Examples & Samples

• Install and configure software
• Transfer data
• Escalate problems when necessary to the appropriate support level
• Configure laptops and desktops using client management software according to established standards
• Identify and recommend improvements to procedures
• Entry Level knowledge of Intel-based PC hardware and Microsoft Windows Workstation operating systems
• Must be enrolled in an IT related undergraduate degree program for the duration for the internship
• Ability to work as a team player in a fast paced environment, with excellent communication/phone skills
• Ability to carefully follow established procedures
• Comfortable working with all levels of corporate personnel

Agent, IT Service Desk, Muscat Oman Resume Examples & Samples

• Experience of working in the Airport / Airline industry
• Diploma in IT
• Able to work in shifts
• Desktop services
• Customer specific services and solutions (for dedicated support)
• Excellent customer communication skills, both verbal and written, in English and other languages as required

Agent, IT Service Desk Muscat Oman Resume Examples & Samples

• The Service desk agent has the primary responsibility to attempt to resolve the incidents at his/her level and to refer them to the appropriate resolver group while still managing them until resolution
• This function requires working in shifts during nights, weekends and public holidays
• Linux certified system administrator or equivalent
• Min of 1 years of experience in a support role
• Bi-lingual (Arabic & English) preferred
• Product and Service knowledge in one or several of the following areas at beginner level

Lead IT Service Desk Specialist Resume Examples & Samples

• Supervise the IT Service Desk support staff by defining and establishing schedules and priorities in performing day to day activities within the service life cycle
• Provide oversight and support to the Service Desk team in desktop, access provisioning, hardware, software, general support/guidance and compliance
• Produce and enforce quality through the Service Desk team performance
• Training Service Desk staff on operational procedures for catalog of services
• Engage with current vendors and service providers for the IT Service Desk
• Act as customer and IT Service Desk escalation point
• Responsible for documenting the established standards for knowledge management, projects, configurations and standard operational procedures
• Structure internal and external audit requirements in accordance with defined guidelines; perform audit tasks and deliverables as required
• Assist in strategic initiatives through implementation and pressing process into Service Desk team
• Provide customer support through installing, diagnosing, repairing, maintaining, configuring, granting and upgrading systems and hardware
• Make recommendations for the selection of software and hardware products
• Facilitate downtime impact on users through accurate communication, planning of scheduled downtime and quick problem resolution for unscheduled downtime
• Actively participate in the Change Control Board
• Monitor customer survey data
• Create status reports for management on progress of projects, open items and issues
• Perform all job related responsibilities with minimal direction and guidance
• Participate in 24/7 on-call program
• Knowledge of IT Service Management and Service Desk toolsets
• Excellent collaboration skills and able to work in a team environment
• Knowledge of the ITIL disciplines
• High school diploma is required; Bachelor's degree from an accredited college or university in Computer Science, Information Systems, or related IT field is preferred
• Minimum 7 years of experience in a Service Desk or Desktop support environment

Pepp IT Service Desk Internship Summer Resume Examples & Samples

• Pursuing a degree in an Information Technology discipline
• Experience with PC Hardware and internal components
• Strong interpersonal and communication skills with the ability to interact effectively with others, and maintain composure in stressful situations
• The ability to translate technical terms into layman's terms
• Demonstrated problem solving abilities
• Must have strong customer service and time management skills
• Perform Day-to-Day support interacting with users, resolving technical problems in a service desk environment using remote support tools or in-person
• Document issues, solutions as well as time spent using internal incident tracking system
• Installs computer hardware, personal computer software, and operating system software for remote office employees
• Configure and test computer hardware, networking software and operating system software
• Coordinate the resolution of problems and issues with the appropriate vendors and internal staff
• May audit information technology (IT) platforms and operating procedures in accordance with established standards for efficiency, accuracy, security and risk mitigation
• Maintains smooth operation of multi-user computer systems, including coordination with IT technical specialists, network and/or system engineers
• May make recommendations to purchase hardware and software, coordinate installation. Investigates information, network, and communications needs of users
• Bachelors degree or 2-4 years IT support experience, or combination IT customer service experience and/or training
• Certifications preferred: MCP, MCSA, A+, Network+, ITIL Foundations
• Excellent problem-solving, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team environment
• Must be great communicators and be able to translate their technical knowledge into actionable direction
• Must also be resourceful in how to research a problem and come up with a solution
• Skills to support Windows Client Operating Systems, General software installation and troubleshooting, Internet Explorer and integrated applications, PC Hardware, PC Peripherals, mobile device setup and troubleshooting, Active Directory/Profiles troubleshooting, Exchange, ActiveSync, Antivirus, Encryption, Citrix, CRM, Microsoft Office Software, General Office Productivity software, printer setup and troubleshooting, network and basic telephony (VoIP)
• Basic understanding of the various hardware, software and networking systems being supported
• Basic understanding of ITIL/ITSM methodology
• 2 years' experience using an Incident tracking system such as Remedy, ServiceNow, ZenDesk, etc
• “Wow!” our users by delivering prompt, professional and thorough solutions to their IT needs and to the demands of our growing business
• Provide 1st level, remote support to all 4,000+ employees. Know when to escalate to localized End User Support teams as needed
• Manage one of 7 localized End User Support teams. Develop strong relationships with your peers (other EUS managers) and work collaboratively with them to ensure consistent delivery of solutions throughout the enterprise
• Design, document and implement policies and procedures to support industry compliance demands of business and ensure unwavering adherence
• Maintain and manage local hardware inventories to ensure ability to respond to user needs in a timely manner
• Prepare and deliver routine Executive Dashboards to highlight current state for Service Desk and End User Support teams
• Build amazing professional relationships with key internal stakeholders. Become an extension of their teams
• Completely OWN your domain! Independently resolve critical technical issues promptly, perform root cause analysis, document all issues, and implement steps for future mitigation
• Communicate, Communicate, Communicate. Up, Down and Out
• Computer maintenance and issuance
• Monitoring patch levels of local and remote machines
• Facilitating employee workstation moves
• Updating all asset management systems, and formally documenting all problem tickets per a predefined, standardized process
• Accept responsibility/ownership for all assigned problem tickets from creation to resolution or to the point of escalation
• Trouble-shoot, resolve and escalate customer issues, for which Service Desk Professionals and Specialists are unable to resolve
• Provide feedback and updates to customers (and other appropriate Teammates) through to resolution of such issues
• Appropriately tracks customer or other Service Desk operational issues and follows up as needed
• Ensures appropriate level of engagement from the Service Desk with Major Incident and Problem processes
• Tracks and maintains aging open incidents for the Service Desk
• Identifies resources in the Service Desk area to participate in cross training and works with other Service Desk Leadership and the Workforce Management team to adjust scheduling as necessary
• Manages Service Desk coverage and makes changes as needed to shift hours, staffing etc
• Participates in rotational Supervisor on-call coverage for weekends and holidays
• Reviews performance results for the Service Desk, identifies opportunities for improvement, and makes/implements improvement suggestions
• Offers feedback with performance appraisals and compensation for Service Desk Professionals/Specialists
• Ensures appropriate functionality and coverage with respect to the Service Desk ACD/Telecom system
• Manage through change in a positive and constructive manner
• Demonstrated commitment and adherence to all DaVita core values
• A demonstrated positive attitude and approachability is expected
• College Education (2 year) or equivalent job experience
• Proficient with MS Office applications
• 2 plus years of Customer Service experience in a support environment
• Excellent oral and written communication skills with the ability to communicate technical information to non-technical personnel
• 1 year previous experience in the Information Technology field
• Demonstrated ability to establish priorities, set objectives and meet them with minimal supervision
• Demonstrated ability to analyze complex problems, use problem-solving skills to resolve them, request assistance and work with outside groups when appropriate to see the problem
• Advanced interpersonal skills
• Requires working knowledge and/or good theoretical knowledge of Service Desk escalation procedures
• Ability to identify, document and adjust processes and process flows to provide customer service to the Village
• Ability to travel up to 10%

IT Service Desk Knowledge Resume Examples & Samples

• Create, maintain, and support the IT Service Desk knowledge management process
• Strive for continuous improvement of the knowledge management process and its integration with other IT Service Management processes, such as incident, problem and change management
• Design and teach new hire training, and continuous improvement training for all Service Desk team members
• Be an active member of the change, knowledge, asset and problem management teams responsible for increased call avoidance, improved asset use and decreased end-user downtime
• Maintain and improve the IT Service Desk Knowledgebase in partnership with other IT Teams
• Provide on call escalation support as part of an On Call Rotation
• Monitor call statistics daily
• Identify, document and implement process improvement suggestions
• Polite, friendly, and empathetic presence
• Expertise in conflict resolution and emotional intelligence
• Exceptional problem solving skills and technical skills
• Excellent verbal and written communications skills
• Excellent customer service skills and the ability to translate technical information into user-friendly terminology
• Analytical thinker involving problem resolution and process/policy development
• Exceptional interpersonal, presentation, and communication skills required to interact effectively with all levels of the organization and external contacts
• Extensive knowledge of information systems principles and techniques, and good analytical ability
• General knowledge of Active Directory, User Accounts, Groups, and OUs
• Experience in supporting and troubleshooting a variety of computer related equipment and peripherals
• Excellent knowledge and troubleshooting experience in supporting Microsoft Office 2010 and 2013 (Outlook, Word, Excel, Lync, & PowerPoint)
• General knowledge of Microsoft Systems Center Configuration Manager (SCCM)
• At least 5 years job-related work experience required
• Excellent project management skills required with a minimum of 2 years project management experience preferred

IT Service Desk Change & Project Process Coordin Resume Examples & Samples

• Make sure the Service Desk is prepared for all changes to our end-users environment
• Be a resource for all IT projects to ensure the Service Desk and our users are prepared for changes to the environment from new tools and processes
• Work with all IT departments to ensure the success of our project roll outs
• Strive for continuous improvement of the change and project management process and its integration with other IT Service Management processes, such as incident, problem and knowledge management
• Assist with new hire training, and continuous improvement training for all Service Desk team members
• Leverage service desk best practices and process frameworks, such as the ITIL, to drive continual process improvement
• Promote self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs
• Perform trend analyses, and develop action plans for improving service timeliness and reducing costs. Develop and monitor Service Desk success criteria including responsiveness and customer satisfaction
• Stay abreast of trends in Service Desk operations, management, technologies, sourcing, policies, procedures and other external changes that could have an impact on service desk services
• Monitors the Service Desk report tracking system and monitor outstanding or critical issues
• Ensures that work is performed and completed in an efficient and timely manner, and meets customer needs and corporate quality standards
• Provide first line escalation point for customer issues or concerns
• Provide Service Desk SLA Monitoring and Reporting to Service Desk leadership on established schedule
• Provide updates to Service Desk leadership on daily and weekly accomplishments
• Provide feedback to other IT teams on lessons learned from areas impacting the Service Desk
• Clear, confident, and calming voice
• Have a questioning attitude until user’s issues are understood
• Ability to think and act quickly
• Detailed oriented and thorough follow-up
• Professional and polished appearance
• Ability to work with business people in a collaborative application design and development environment
• One on One and small group teaching skills
• Technical aptitude with working knowledge of fundamental operations of Windows software, clinical software, PC, laptop and server hardware and related IT equipment such as printers, wireless devices, and scanners
• Knowledge and understanding of Bob Evans Farms complex IS systems, how they work together to provide services to our users
• Time management and multi-tasking skills
• General knowledge of how Bob Evans Farms systems work together, how our users interface with those systems, and the IT departments that support them
• Ability to manage relationships, conflicts and communication with a high-level of proficiency
• In-depth knowledge of LAN connectivity, hardware maintenance, software operation, and desktop operating system setup
• In depth understanding of communications protocols and advanced hardware
• Bachelor’s degree in computer science or a related field or equivalent experience
• ITIL certification (preferred)
• Strong skills in use of PC desktop applications such as MS Word, Excel, PowerPoint, and Project

IT Service Desk, Technical Specialist Resume Examples & Samples

• Fields and resolves telephone calls, chat and online portal questions from users seeking guidance
• Meets all Goals and Objectives as identified such as Login Time, Available Time, Idle Time, First Contact Resolution, and Case Quality
• Receives, documents and tracks Incidents and Service Requests in the ITSM solution
• Assures timely response to questions and requests
• Provide Subject Matter Expertise on all ITSD tools, such as the ITSM, Knowledge Management, and ACD
• Provides Tier 1 and Tier 1.5 level technical support to assist users questions/issues including those regarding hardware, software, access management, process and procedure, and telecomm
• Pushes software packages and install drivers utilizing approved tools
• Provides internal Subject Matter Expert and escalation point for all biomedical, chapter, corporate technical, process and training issues. Performs as first escalation POC within Service Desk for process and technical questions
• Adheres to and maintains high levels of expertise in all support processes, procedures, and expectations established by management to meet the highest level of customer care
• Meets or exceeds all Service Level Targets
• Assists or takes lead assignment on projects oriented towards the development or the educational advancement of IT Service Desk staff
• Performs as technical evaluator for PSP’s and Knowledge Articles
• Available to work on-call hours as needed
• Ability to follow outlined processes and procedures
• Ability to speak and communicate effectively and in an articulate and diplomatic manner across all levels of the organization
• Identify data patterns that do not adhere to Policy or Procedure standards or requirements and escalate for mitigation
• Ability to follow verbal and written instructions
• Ability to recognize errors and correct to meet organizational standards
• Ability to troubleshoot problems and work with other groups to find solutions
• Bachelor’s degree from an accredited college or university in Computer Science or Business or equivalent years of experience in lieu of degree
• Five or more years of experience in Customer or Computer Support, or its equivalent, required
• Requires a minimum of three years of progressively responsible management experience
• Requires knowledge of industry standard KPI’s as they relate to the Service Desk
• HDI Support Specialist, Manager and Director and ITIL certifications a plus
• Ability to lead and supervise others, both in person and remote
• Ability to manage and write processes and procedures surrounding best practices
• Ability to identify data patterns that do not adhere to Policy or Procedure standards or requirements
• Ability to follow and communicate verbal and written instructions

IT Service Desk Engineer Resume Examples & Samples

• Install end user equipment, software and telecommunications systems
• Be the hands, eyes and feet on-site to support USA based Server Engineering and Network Teams
• Coordinate and manage APAC IT Vendors Activities
• Manage APAC Region IT Purchasing
• Act as Tier1 support for Email System issues during APAC Time Zone
• Provide guidance, assistance, coordination and follow-up on client questions and problems
• Follow standard helpdesk procedures, logging all helpdesk interactions and administering helpdesk software
• Track and route problems, requests and document resolutions
• Assistance with planning and implementing IT projects, i.e. Office Relocation, New Office Build-outs, Network and passive infrastructure upgrades
• At least 2 years of experience in a IT support position, preferably in a worldwide company supporting remote offices
• Fluent spoken and written Filipino and English
• Working knowledge of Microsoft client O/S (specifically Windows 7 & Windows 8) in an Active Directory distributed environment
• Working knowledge of managing Microsoft Server O/S (2008/2012)
• Working knowledge of managing Microsoft Office 365
• Experience with relevant software, hardware and end user peripherals
• Working knowledge of Networking, Ethernet and TCP-IP protocols
• Knowledge of relevant call tracking applications (SalesForce preferable)
• Knowledge and experience of customer service practices & ITIL
• Experience with Exchange and BES administration
• Experience with AD GPOs
• Microsoft certification or other relevant certifications
• Experience with MAC
• Experience with VMware ESX, Building new VMs, Allocating resources and more
• Experience with IP Telephony systems (Microsoft Lync preferable)
• Experience with IIS & SQL
• Experience with imaging tools such as SCCM
• Experience with deployment of passive /active networking equipment

IT Service Desk-team Lead Resume Examples & Samples

• Ownership of calls within the Service Desk and proactive in moving to final resolution, escalating appropriately as necessary
• Work with Senior Support Analyst to review daily SLA reporting and ensure calls are progressed accordingly
• Monitor SLA's & operational KPI’s, liaising with internal and external support functions and taking responsibility for customer communication when major incidents occur
• Maintain accurate and up to date information for live support issues, Information Security, IT asset information and the administering of user profiles wherever appropriate/practical
• Internal auditing of IT Accounts for all employees within the company. Working directly with information provided by HR/Business and securing/modifying related accounts
• Assist the Global IT Service Desk Manager in creating processes; ensuring all processes remain effective globally
• Participate in On Call duties on a rota basis with the Global Service Desk team
• Minimum 2 years experience in similar support environment
• Possess professional IT qualifications is preferred
• Excellent Customer Service skills with a good telephone manner and excellent written and oral communication skills

IT Service Desk Apprentice Resume Examples & Samples

• Full advanced apprenticeship (NVQ Level 3) training in conjunction with QA Apprenticeships, including vocational and technical certificate courses
• A very broad range of experience in IT support for the institution's research, teaching and support services
• A supportive working environment and mentoring scheme
• Involvement with world-leading research activity

IT Service Desk Member Resume Examples & Samples

• Providing first call resolutions to the customer over the telephone or using remote desktop support tools to provide remote assistance
• Supporting Windows and Mac desktop systems, on the unclassified and classified networks
• Installing, configuring and troubleshooting desktop, or mobile devices, workstations, software and network issues including, wireless and role-based access control in a heterogeneous environment
• Communicating technical information to both technical and non-technical personnel
• Practicing Information Architecture processes and standards
• Providing exceptional customer service skills with a customer friendly attitude, responding in a timely manner to customers regarding IT incidents and requests
• Utilizing the ticketing system to log incidents/requests by providing detailed information
• Identifying service calls that require escalation, utilize the Escalation Model appropriately, and route the user issue to the appropriate IT support group for resolution
• Assisting the Service Desk Supervisor, Service Desk Manager, and Incident Manager with projects, data requests, and coordinated triage of Major Incidents
• Experience with Software and Applications Engineering (SAE) services such as Oracle Business suites which includes, concur, time and labor, I-procurement, worker self-service, OBI dashboard etc
• Familiarity with Active Directory and other ADBI business applications
• Knowledge of wireless connectivity and VPN
• HTML experience
• Knowledge with TPET
• Knowledge in group policy and active directory administration
• Working knowledge of Laptops on Foreign Travel (LoFT)
• Knowledge with system backups and using TSM
• Experiencing with assigning and manage IP address in hostmaster
• Knowledge with CPAT scans
• Active Q clearance

IT Service Desk Represenative Resume Examples & Samples

• High volume IT Service Desk experience
• Strong verbal customer service skills
• Desktop and/or network support experience
• Efficiently answers, troubleshoots, resolves, thoroughly documents and accurately triages incoming calls, web portal interactions and e-mails to the Service Desk
• Interacts with the customer, department and vendor support to facilitate first call incident resolution. Documents interactions with customers using Service Desk and Incident Management system. Escalates user issues as needed by contacting the appropriate resource group. Updates the incident tracking system as necessary. Provides updates to customers via the outgoing ACD message system and web-based communication tool
• Provides a high quality customer service experience to all customers and coworkers

IT Service Desk Director Resume Examples & Samples

• BS degree in Computer Science or other related fields with minimum of ten years of experience in IT Operations/Call Center 24 hours environment and Lean or 6Sigma certifications preferable
• Have a proven record of accomplishment of delivering results while dealing with ambiguity and organizational complexity. Demonstrate experience in managing both complex issues
• Demonstrate the ability in inspiring, motivating, growing the team to achieve high team engagement, efficiency, and quality at all times
• Strong communication skills. Be able to influence executive teams and other organizations on decisions. Proven collaboration skills with other groups
• Ability to recognize areas of improvement and put together an action plan
• Minimum 10 years of work experience in IT Service Desk or Technical Support environment with at least 5 years as an IT Service Desk Manager
• To provide an excellent Service Desk and Desk Side support service to local users as well as user from S.E.A region either onsite of offsite
• Quickly identify and resolve incidents with all of Dyson’s end user computing services including Desktops/Laptops, printing, phones, conferencing, mobile services, and corporate software support (email, remote access solution, Microsoft office etc.)
• Manage and complete standard change requests’ including PC/Laptop builds, new user configuration, and software installations
• Contribute to the knowledgebase for the service – writing new articles and updating existing ones to ensure maximum resolution efficiency of incidents and changes
• Contribute to asset management activities including auditing, proactive resolution of audit issues, inventory management, and asset tagging
• Hardware support and problem resolution of primarily Dell desktop PC’s and laptops
• IT project support and implementation of end user computing projects (e.g. Windows version upgrades, hardware refresh activities)
• Assist in the service take on process as projects are handed over to the service desk for on-going support
• Participate in problem management activities regarding the end user computing environment
• Processes and Work Instructions: Contribute updates and improvements to key service desk documentation and training material
• Any other duties as required for the service
• Required to record, log and progress user requests

Team Lead, IT Service Desk Resume Examples & Samples

• Act as a primary escalation point for service desk staff and provide guidance to staff prior to escalation of service outages
• Act as a technical lead contact for West provided hardware and software in the environment
• Work in a mentor capacity to assist, improve and implement process improvements for service desk staff
• Work in a team lead capacity to provide guidance to service desk staff and manage the operational support of the service desk
• Represents Service Desk in a professional and businesslike manner and communicates effectively with end users and IT support staff
• Provide effective technical guidance and constructive feedback to service desk staff on service related issues
• Provide end user support activities to address incidents, service requests, and problems in the environment
• Perform after-hours support on a rotational basis and available for escalations/service outages as needed
• Monitor Service desk support queue to verify incidents, service requests, and related activities are being processed in accordance with service level agreement
• Proven ability to draft, edit, and review documentation as it pertains to FAQ’s, SOI’s, Support guides, and Service Descriptions
• Ensure team members delivering IT services follow procedures, adhere to standards and complete related support activities
• Understand West technologies and able to understand and manage lifecycle of West software and Hardware
• Vendor Management experience dealing with service related issues
• Mentoring of end user services team
• Basic working knowledge of VoIP technology, Mobile Devices, Audio conferencing, Video conferencing
• Experience supporting and managing Mobile Device Management
• Active Directory Account administration
• Administration and Support of MS Office productivity services
• IT Hardware roadmap and supporting the lifecycle of products
• Education or Equivalent Experience: Bachelor's in Information Sciences or related field
• Experience administrating and supporting Office 365 and other Microsoft Services
• Experience working in a service desk environment: 5-8 years of experience
• ITIL V3 Foundations Certification
• Experience working in a global service desk environment
• Vendor Management Experience
• Experience working in a team lead/Team Lead capacity
• Audio Video support experience

Specialist, IT Service Desk Resume Examples & Samples

• Maintain a problem and solutions log
• Emulate or reproduce technical problems encountered
• Triage, diagnose, escalate and resolve incidents
• Consult documents to implement solutions
• Contributions to Knowledge Management system
• Minimum 1+ years customer service experience (in any industry)
• Strong technical knowledge of Microsoft products, including Windows OS, Outlook, Exchange, Word, Excel, SharePoint & PowerPoint
• Type approximately 35 words per minute with accuracy
• Ability to identify and diagnose moderately complex IT problems and implement solutions rapidly and effectively
• Associate degree (or higher) in a technical discipline, IT industry recognized certification or significant relevant work history required

IT Service Desk Associate With Italian Resume Examples & Samples

• Fluent in English and Italian
• Professional skills: problem solving/ troubleshooting, analytical, written and oral communication, administrative and organisational- Bachelor degree in a related field or equivalent work experience
• Technical expertise in the following: Windows Operating Systems, Microsoft Office, Network Connectivity, Print Services, Hardware, Microsoft Outlook client and OWA
• Aptitude to manage many tasks simultaneously
• Associates Degree or Undergraduate degree recommended but not required
• Entry level to 2 years of experience
• Low to Medium complexity applications
• Desktop hardware and software support
• Ability to speak, read, write and comprehend English
• Ability to communicate effectively in both writing and verbal arenas as well as via email
• Ability to work independently without supervision

IT Service Desk Senior Analyst Resume Examples & Samples

• Responsible for local site staff, following documented process
• Conduct monthly call quality for all Service Desk staff members
• Implement and maintain documentation and knowledge articles
• Work with the user over the telephone, direct PC to PC connection or via email to resolve problems with IT service issues
• Ensure that requests for assistance are responded to in a timely manner according to agreed SLA’s
• ITIL foundation qualified
• BTO (HP Service Manager 9) knowledge
• Understanding of MOD, Police and Service Desk processes
• Current SC clearance

IT Service Desk Tier Resume Examples & Samples

• Provide tier Isupport for all hardware/software services via telephone, e-mail, and walk-ins in a courteous and professional manner. Route and/or escalate more complex requests to appropriate Tier U support technician
• Provide telecom services for adds/changes/deletes. Follow up to ensure telephone services are maintained. Troubleshoot problems on extensions and v-mail. Assist users in changing passwords and train users on v-mai l access/usage
• Research hardware/software problems for end users by applying standard procedures and best practices. Ensure
• Install, troubleshoot and support Microsoft Office Products. Identify and learn appropriate software and hardware used and supported by the organization
• Record, track, and document all the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Monitor and coordinate SPAM control process. Evaluate SPAM email for validity allowing appropriate emails to pass
• Train new users on computer software and hardware tools via the phone
• BNBS in Information Systems or related area required
• Desired Language: Fluent in Spanish
• 1-2 years plus technical phone support experience
• 1-2 years experience with voice services
• L-2 years experience with SPAM control and anti-virus tools
• Experience train ing users on basic software and hardware functions via phone
• Exceptional customer service orientation and written and verbal communication skills
• Knowledge of computer hardware. including I ntel based desktops, laptops, and servers
• E>rperience with desktop operating systems. including Exchange, Outlook and Windows Office products
• Support experience with PDAs
• Exceptional interpersonal skills. with a focus on rapport-building, listening, and questioning sk ills
• Experience working in a team-oriented. collaborative environment
• A+ Certification a plus
• Abil ity to share after-hours on call duties with other technicians
• Ability to work flexible shifts including nights and weekends

Accenture IT Service Desk Specialist Resume Examples & Samples

• Participate in hiring events ensuring good caliber resources with right attitude are recruited for the organization
• Ensure maintenance of quality documents as per guidelines under Accenture delivery methods
• Expected to assist with taking customer calls/emails (interactions) during high call volume
• Ensures communication of necessary policies, procedures, standards and processes
• Good people management skills and feedback giving skills
• Good client relations skills
• Excellent communication skills, with neutral accent
• Excellent written communication skills with email etiquettes
• Good problem solving and analytical skills with good knowledge on MS Excel reporting and MS PPT presentations
• Self-motivated and capability to motivate teams/ colleagues
• Fundamental Technical know-how on system trouble shooting
• Good knowledge of incident management and reporting tools
• Represents process in various meetings if asked to do so
• Face internal and external quality audits
• Execute delegated responsibility and report to domain lead
• Ensure delivery of best in class customer service
• Ensure Service Now incidents and requests are created and thoroughly documented
• Create Knowledge Base articles as appropriate
• Enter and follow up on purchase orders
• Participate in the phone queue, minimum 25% of the time
• Advance analytical and problem solving skills: Solve problems on Windows and Macintosh platforms. Developing centralized, efficient methods for managing end user systems to minimize downtime and hands on visits to workstations, including Remote Management Tools. Applying business/technical support concepts to support Tier 3 (highest-level) technical support
• Advance printer management skills
• Advanced desktop management technologies, including detailed understanding and PC proficiency, Working knowledge of Microsoft Windows client operating systems as well as various software packages including Microsoft Office, Windows 7, Windows 10, MS Exchange and Active Directory
• Excellent verbal and written communication skills with demonstrated ability to effectively communicate with staff and clients of various technical levels of the organization
• Experience with remote desktop tools, and ticketing systems. Ability to use online resources including knowledge based articles and forums for troubleshooting
• Experience with Mac OS X support
• Broad knowledge of IT hardware, software and systems
• BS/BA in Computer Science, Business Administration or related field or the equivalent industry experience
• 5 years of IT work experience in supporting desktop software and hardware products and problems solving/troubleshooting
• 8 years related experience preferred (either Service/Support Desk, Help Desk, Network Operations, etc)
• Minimum 5 year experience supervising Support Services / Desktop team

Level IT Service Desk Resume Examples & Samples

• Provide end user support for the Desktop Computing Environment including various Apple hardware and software platforms and LAN based services. Agents will retain ownership to resolve all issues utilizing the solutions that are defined within our Known Error Database (KEDB) (i.e. Knowledge Base). Agents will also be responsible for troubleshooting and diagnosing issues using various skills and techniques, including investigating solutions via the Web, use of product manuals and other available resources to resolve support issues
• Utilize the call tracking tool and database to record call details and to track troubleshooting progress. Set reasonable customer expectations for resolution time, based on scope, impact and severity of issue. Route unresolved incidents to the correct upper level support group for resolution
• Provide guidance and support in helping the team to reach the defined Service Level Objects for First Call Resolution, Mean Time To Repair, Speed To Answer, Abandon Call Percentage, and Incidents Resolved per Agent
• Apple hardware and software
• Associates or Bachelors Degree, preferable in MIS/CIS or similar major
• Technical or Business aptitude with proven analytical, problem solving, troubleshooting skills
• Excellent oral, written and customer service/interface skills
• Account requests
• Networking/ Connectivity (Exchange, AD, Wi-Fi, etc.)
• VPN Connectivity
• Windows Environment
• Blackberry and iOS devices support
• Hardware such as Laptops, Desktops, Peripherals, etc
• Ensures that Emerson IT Shared Service's Service Level Expectations are maintained
• Provides users with updates as requested and documents them in the service ticket
• Based on routing documents, routes and/or escalates more complex requests to the appropriate support work group providing case documentation and significant information regarding performed steps
• Provide six IT Service Desk analysts who are proficient (level 2) in providing phone support Microsoft Windows 10, & Office 2016 for countywide rollout
• Expectation for each analysts is able to provide support based on their troubleshooting, and deduction skills and strong knowledge of the Microsoft technologies
• Must have experience with ITIL Incident Management, Service Management, and Knowledge Management processes
• Ability to meet business requirements and service level targets per Hennepin County customer agreements
• Provide the appropriate technical skillsets to resolve and help customers to adapt to the new technologies
• Demonstrate a high level of customer focused skills to insure a positive experience for all customers
• Three years previous IT Service Desk performing at a proficient level of experience in an IT Service Desk environment
• Strong active listening skills
• Strong customer focus and very personable
• Proven troubleshooting and deduction skills to assist and resolve customer application, navigation and technical issues
• Ability to recognize and adapt communications with the customers to a level the customer understands
• Strong communication skills both written and verbal – able to fully document all ticket documentation at the time of the call
• Bachelor degree in IT related field or equivalent work experience required
• HDI Support Center Analyst or Team Lead Certification strongly valued
• Knowledge Centered Support (KCS) Certification strongly valued
• ITIL Foundation Certification preferred
• 5+ years of technical experience as a senior contributor (such as computer systems or IT support)
• 1-3 years supervisory or leadership experience required
• Demonstrated strong leadership and delegation skills
• Excellent customer service skills and telephone etiquette. Strong problem solving skills
• Track record of setting Service Desk standards and developing guidelines, as well as helping others interpret policy
• Extensive knowledge of computer and telecommunications strategies, environments, equipment, operating systems, development tools and methodologies
• Strong oral and written communication skills
• Project Management
• Change Management
• Interpersonal skills
• Multi-tasking ability
• Time Management
• Detail oriented

IT Service Desk Level Technician Resume Examples & Samples

• Recognize major incidents timely and accurately
• Perform quality on all incidents handled, clearly documenting case situations, and providing accurate investigation
• Bachelor's degree in Computer Science or a related discipline, or equivalent work experience
• Successful completion of College/University course in Business, Computing or Information Technology
• Knowledge of ITIL Foundation course or MCDST
• Lotus Notes 8 – Mail & Databases
• Networking concepts (e.g. WAN, LAN)
• Good knowledge of English, both verbal and written
• Knowledge of hardware and software on Mac and Windows desktop and mobile products
• Ability to troubleshoot and assist with hardware, software, and network problems
• Experience with system imaging and device management
• Strong ability to work autonomously and as part of a team
• Ability to juggle multiple tasks simultaneously
• Associates Degree in IT or related field
• 6 months Technical Support Experience - providing hardware/software support to users
• Bachelor's Degree in IT
• Certifications (Sec+, Net+, ITIL, CCNA)
• 1 year Technical Support Experience
• Manage a team of Service Desk professionals. Management activities include employee selection, ongoing performance management, compensation administration, education and development, goal setting, and team-building activities
• Assess, identify and develop team skills by facilitating and providing feedback to team members on customer service, and communication skills, in order to enhance the quality of support and customer satisfaction
• Manage Service Desk support functions and professionals
• Lead, schedule, coordinate and oversee daily work meetings, and projects
• Resolve daily issues of complex scope that impact the team and overall business objective
• Lead efforts to determine skill requirements for hiring. Conduct interviews and hire employees
• 5 years work experience in business and/or Information Technology environment required
• 5+ years telecommunications or call center experience highly preferred
• 2-5 years of management/lead experience required in IT or related field
• Thorough knowledge of management/leadership principles
• Technical knowledge of Microsoft products, including Windows OS, Outlook, Exchange, Word, Excel, PowerPoint required
• Knowledge of current trends and developments in the area of IAM
• Understand general telecom technology
• Service Desk: Provide 1st line desktop, network, VoIP system to Align China office and remote staff; maintaining office IT systems and back-office environment
• Responsible for monitoring and communications with 2-nd and 3-d level support in order to ensure end-to-end service deliver
• Technical Support - Responsible for effectively, efficiently and promptly resolving issues related to PC systems, software and company web applications for remote user customers and customer support department. Provides technical Service Desk support to ensure customer satisfaction
• Providing 1st desktop support to end-users in Chengdu sales offices and remote sales staff
• Providing 1st network support for the office LAN’s, as well as troubleshooting the WAN infrastructure (you will be required to work closely with distributed teams in different time zones)
• Participating as a member in various IT or cross-departmental projects
• Possesses extensive knowledge of company processes, procedures and product information/materials. Familiar with sales, manufacturing and distribution structure of company to respond effectively to customer contacts
• Expert in the use of the Customer Support phone, data systems and the corporate web site
• Liaison with other departments to provide updates on current mutual topics/issues, participate in problem solving and development of mutual solutions and improvements
• Handle technical questions and issues efficiently, effectively and promptly for customers
• A thorough understanding of MS Windows OS & Office application suite, as deployed in a corporate organization. And good understanding of general server concepts (such as security, file sharing, server resources, centralized updates)
• Experience with Cisco network devices (switches, routers) and Cisco VoIP system
• Experience with Active Directory and MS Windows Server
• Experience with MS office 365
• Experience with anti-virus software suite - TrendMicro
• Experience with Cisco network devices (switches, routers)
• Experience supporting a Cisco VoIP system
• Experience with firewalls & network security
• Excellent organizational skills and documentation skills
• Ability to understand customers and their requirement
• Takes ownership of problems/issues within his/her control
• Executes to goals and objectives; makes and keeps commitments
• IT-related degree or equivalent work experience
• Excellent verbal and written English language
• Demonstrable experience in an IT Analyst role, ideally within a Service Desk environment
• Team leader / people management skills
• RemedyForce
• Microsoft Office 365
• Mac OS X, IPhones and IPads
• Outlook, Email, Calendars
• Organised and able to multi task
• Strong problem solving experience
• Provides first tier technical support by directly responding to customer requests and inquiries
• Educates customers and communicates troubleshooting steps
• Prefer six months to one year of related work experience in a technical field which could include assisting end users with hardware and software related incidents in a professional business environment
• Experience with servicing customers (internal or external) preferred - in-person and/or phones
• Bachelor's or Associate's degree in an IT related field is preferred
• Call Center Experience is a plus
• Technical certification is a plus (e.g. CCNA, A+, Network+, etc.)
• Proven ability to adapt to change
• Must demonstrate flexibility

IT Service Desk Program Manager Resume Examples & Samples

• Conceptual knowledge of U.S. Navy IT Policies and Guidance
• NAVAIR or SPAWAR IT Service Management experience
• Familiarity with SECNAVINST – 5239.2

Student Assistant, / IT Service Desk Resume Examples & Samples

• Must be customer service-oriented
• Tech-savvy, willingness to learn basic technical troubleshooting, and the ability to work within IT guidelines
• Available to work at least 2-3 shifts per week, up to a maximum of 20 hours per week
• Reception/ First level of communication and support
• General information dissemination
• Enforcing policy and procedures
• General problem assessment, troubleshooting, escalating and reporting
• Limited user assistance with application/technology workflow
• Projects as assigned by management
• Ability to maintain focus and attention to detail in a fast paced environment

IT Service Desk, Department Manager Resume Examples & Samples

• Provide mentoring and leadership for the department
• Create and execute departmental business plan
• Create and manage departmental budget
• Monitor department and project related spending to insure spending aligns with business plans and budgets
• Participate in organizational strategy meetings and ensure departmental resources are aligned with the overall strategy and business plan of the Business Unit
• Ensure all employee’s receive semi‐annual reviews and necessary feedback to provide career and growth opportunities
• Responsible for recommending promotions, salary adjustments and end of year bonuses
• Ensure proper resources and staffing levels to provide the necessary services for POWER
• Oversee all hiring and firing within the department
• Approve vacation requests, timecards, and business expenses
• 5 to 7+ years of combined experience supporting global infrastructure, applications, and computer systems
• 3 to 5+ years of leadership responsibility
• Demonstrated product and service lifecycle management capabilities
• Strong product, service, and vendor knowledge
• Knowledge of SLA, KPI’s, and forecasting (demand management)
• Business case management
• Knowledge of scripting and system automation
• Experience working with onshore and offshore teams
• Experience working with insourced and outsourced IT Operations
• Demonstrated leadership and team building experience
• Superior decision making and client relationship building skills
• Excellent verbal, presentation and written communication skills
• Strong understanding of project management methodologies
• Excellent analytic, organization, and facilitation skills
• Ability to manage multiple tasks under tight deadlines
• Ability to interface with executive level management and give senior level presentations
• Self-directed, self-starter, and motivated with the ability to work with minimal supervision
• ITIL v3 Foundations and\or other relevant certifications
• Advises support staff concerning administrative procedures, escalated technical issues, and priorities
• Ensures Service Desk resources maintain compliance with service level agreements
• Manages concierge service for SVPs and above
• Manages multi-site operations 24/7 with the help of team leads
• Monitors and prepares reports on progress, work trends, and problems
• Monitors the performance of Service Desk resources, which includes ensuring assigned tasks are completed, providing feedback on day-to-day performance, and works to identify and address training needs
• Provides direction for the help desk ticketing system and processes
• Provides technical support to the organization's internal users of computer applications and hardware
• 5+ Years experience in IT Support that directly aligns to the responsibilities of this role, including 2+ years of supervisory, managerial, and/or demonstrated leadership experience(Required)
• Awareness of ITIL principles
• Experience with Incident Management

Senior IT Service Desk Specialist Resume Examples & Samples

• Provide central point of contact and support for customers of IT
• Manage support interactions through the IT Service Management System
• Troubleshoot problem areas in a timely and accurate manner, and provide end user training and assistance where required
• Maintain desktop configurations to provide performance monitoring and tuning of systems
• Assist in the selection of software and hardware products
• Establish standards for documenting projects, configurations, and standard operating procedures
• Take ownership of problems and follow through resolution communicating progress in a timely manner
• Perform briefings to Service Desk staff on changes or deployments that may affect volumes
• Arrange for external technical support where problems cannot be resolved in house
• Participate in strategic initiatives by performing technical and process project activities
• Engage with audit and follow audit guidelines as requested
• Ability to work well on deadlines and under pressure
• Able to work quickly and effectively under pressure and to efficiently handle multiple priorities simultaneously
• Minimum 5 years of experience in a Service Desk or Desktop support environment
• Experience in Problem Management and Ticket Analysis

Senior Manager, IT Service Desk Resume Examples & Samples

• Oversee the deployment, monitoring, maintenance, development, documentation and support of high quality and reliable end-user support services
• Oversee incident, problem, availability, change and configuration management related to end user computing environment
• Manage and mentor IT staff supporting end user computing services
• Create and drive an ongoing environment and culture of exceptional customer experience
• Company - Ensure compliance with FDA regulations related to IT infrastructure and compliance with SOX controls by all Service Desk staff
• Develop key performance indicators and perform continuous process improvement
• Maintain exceptional communications with the organization’s leadership, customers and staff
• Oversee vendor selection processes and vendor and contract management
• Lead the design and sustainable implementation of a defined IT Service Management framework
• Develop and review budgets
• 10+ years of total IT experience required
• 5+ years of experience with outsourced service desk/managed services vendors required
• 5+ years experience in managing technical teams and Service Desk required
• 7+ years of experience with end user computing and communication technologies required
• 5+ years experience negotiating Enterprise level agreements with Microsoft, Adobe and other large software vendors required
• 2-5 years of experience within a manufacturing environment regulated by the FDA preferred
• 2-5 years of experience with computer system validation preferred
• 2-5 years of experience with the laboratory systems in a pharmaceutical environment preferred
• Excellent written and Verbal communication skill required

IT Service Desk Representative Resume Examples & Samples

• Responds to a high volume of calls and interactions with employees. Functions as tier 1 support for end-user computing service requests reported to the Information Technology (IT) Service Desk
• Performs basic troubleshooting and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures
• Logs calls, problem information and actions into an incident tracking systems
• Maintains knowledge database and call tracking database to enhance quality and efficiency of incident and problem management
• Keeps abreast of innovations and changes to LCRA’s systems to ensure having the appropriate tools and training to provide quality support
• Processes requests to grant and revoke access to software applications. Maintains user ID's on LAN or enterprise applications according to appropriate security policies and procedures. Troubleshoots basic LAN and enterprise user ID and access issues by analyzing the problem, developing and implementing appropriate solutions
• Participates in annual audits related to system access reports
• Provides after hours/on-call support as assigned
• Knowledge of LCRA's corporate policies, Technology Use and Privileged Access policies
• Knowledge of Microsoft office applications
• Skill in providing customer service
• Skill in analyzing and solving problems
• Skill in performing online research
• Skill in listening to users' problems, prioritizing needs and explaining technical solutions in user-friendly terms
• Skill in interpreting technical manuals
• Skill in providing training and coaching to less experienced staff
• Skill in sharing ideas on process improvement and technical tools with peers and other technical staff
• Skill in resolving complex technical problems and using good judgment as to when to refer more complex problems to senior staff or vendors
• Intermediate skill in computer software programs such as incident management software, user account management software, email, Microsoft operating systems, and Microsoft office applications
• Ability to work efficiently and independently with minimal supervision
• Ability to build relationships and foster teamwork
• Advocates for the team and team members to upper management
• Passes on what was learned by generating self-service content, such as knowledgebase articles, training documents or videos, or other self-service training content
• Submits reports to the IT Service Desk Manager and upper management
• Organizes and conducts meetings
• Queries tickets, monitors call trends, and provides organized reports
• Manages and resolves conflicts
• Manages problems
• Ensures that each member of the team understands objectives
• Ensures that all specifications are met through thorough ticket documentation
• Explains difficult concepts to a variety of audiences and ensures that these audiences understand the concepts
• Improves defect prevention, product development efficiency, and quality
• Trains and supports the tier-1 and tier-2 agents who serve as the first-point-of-contact for customers
• Answers inbound and places outbound calls to customers and other staff (as needed)
• Supports local and remote team leads, other supervisors, and tier-1 and tier-2 agents
• Applies knowledge of and experience with routine technological concepts in systems and network troubleshooting
• Coordinates service calls on onsite leased equipment
• Manages work orders through service desk ticketing systems as needed
• Tracks team performance and ensures that team members adhere to company policies, including attendance and punctuality
• Provides performance reviews and recommends raises
• Taps into the collective IQ of the team
• Understands the skills and knowledge of team members
• Understands the team’s objectives
• Acts as a source of technical expertise to others in own area
• Instills company values and ensures that policies align with them
• Articulates roles and responsibilities
• Manages and solves problems
• Recommends program improvements or revisions to programmers and business analysts
• Develops, applies, and maintains quality standards for IT Service Desk
• Oversees department standards and mentors all employees
• Monitors team performance and efficiency
• Reports metrics, team performance, and other statuses
• Strong communication, interpersonal, and analytical skills
• Ability and desire to provide excellent customer-service to internal and external customers
• Ability to work side by side with other supervisors and leaders in the organization to achieve excellence
• General IT knowledge
• Coordinates closely with senior peers to identify, investigate, track, and resolve desktop, application and system issues, ensuring the solution is timely and of acceptable quality
• Assists in developing and utilizes on-line procedures, solutions, and knowledge databases. Assists with training of peers and acts as a resource for other staff members

Director, Enterprise IT Service Desk Resume Examples & Samples

• Define the sourcing and supplier strategy including global outsourced vendor, plan and execute short term tactical and long term strategic goals of the service desk organization
• Lead, coach and mentor, Tier 1 and Tier 2 (including application support) and Incident Management teams
• Drive analysis to identify trends, efficiency gains, innovation, best practices as well as cost savings. Develop business case to substantiate opportunities and prioritization
• Lead/manage multiple projects and transitions, maintaining professionalism and performing well under pressure
• 10-15 years of progressive experience in IT with a large focus around service desk management
• Deep understanding of service desk support center and end user technologies
• Thought leadership in market and industry intelligence
• Strong organizational experience including people and process
• Healthcare experience a plus
• Demonstrated thought leader in service desk strategies with expertise in IT insourcing/outsourcing support
• Experience with workforce management principals and staffing models
• Prior experience providing customer service and/or clinical end user application support is a plus
• Ability to lead staff both onshore/offshore in multiple locations
• Deep understanding of the business and the ability to discuss technological terminology in business terms
• Up to 30% travel may be required

Dir IT Service Desk Resume Examples & Samples

• Direct development of standard operating procedures for successful execution of Incident identification, troubleshooting, resolution, and escalation if necessary
• Continue to grow and mature service desk services and improve customer service while balancing overall business value
• Maintain strong relationships with other IT operational areas to make sure compatible directions and goals are set
• Understand threats to and performance of IT platforms (infrastructure and applications) and proactively mitigate by working with IT leadership and vendors
• Interact frequently with senior leadership delivering messages that are tailored to the recipient and effectively communicate the right message, at the right time for action to occur
• Stay current with industry trends related to IT Service Desk Operations and focus on how these trends can influence and support company strategy
• Obtain, organize, and align global resources to complete multiple business objectives focused on the organization’s strategy
• Develop Managers by helping them set the appropriate priorities and removing barriers and obstacles
• Deliver positively to measures of success for the business unit and company by maintaining a strong focus on the bottom line and other top priorities
• Provide employees a direct line of sight as to how they affect the business, translating strategy from Executives and communicating business requirements
• Provide leadership and management to set Service Desk priorities that align with Lowes IT Operations and Business priorities and objectives
• Ensure meaningful development opportunities for individuals in the organization so that the right people are developed and prepared for succession opportunities
• Motivate teams to perform at high levels and embrace change around a shared company vision and shared IT visions
• Focus the group on the needs of the customer and sets goals that strive to exceed the customer’s expectations
• Hire, train and develop the talent necessary to achieve stated business goals
• Bachelor’s Degree in Computer Science, Information Systems, MIS, a Business Degree in a related field or 15 years of experience in IT with subject matter expertise in ITIL methods and practices
• 10+ years of IT Management experience, including 5+ years managing and developing managers
• Experience applying ITSM methodology and processes
• Demonstrated experience with organizational change management activities
• Proven experience leading successful changes across a large IT organization
• Experience planning and managing a budget
• Demonstrated experience as a program champion and leader
• Demonstrated experience managing third-party vendors and software solution providers
• Experience in both technology and business environments with a proven ability to integrate process improvements to meet business needs
• Experience in a retail environment
• Experience using the IT Infrastructure Library (ITIL) frameworks
• ITIL Certification Help Desk Institute (HDI) Certification
• Excellent communication and excellent reporting skills
• Fluent Spanish is recommended
• Knowledge of French or Italian is a plus
• Good knowledge and experience of mobile phones (Blackberry, iPhone, Android, etc.) for system configuration (email settings, certificates deployment, application installation, etc.)
• Ability to write technical documentation to feed the Service Desk knowledge database
• Knowledge of a ticketing system and Service Desk procedures
• Act as first and central point of contact, documenting IT incidents and requests in an automated incident tracking system
• Coordinate incoming client calls, emails, and other client contacts in a call center environment
• Use documented procedures to assist clients with solving issues related to hardware, software, networks, and peripherals; primarily using available technology and knowledge base
• Maintain maximum availability to act as the first and central point of contact, documenting incidents and requests in an automated problem tracking system
• Coordinates incoming calls, emails, and other client contacts in a call center environment
• Use documented procedures to assist clients with solving issues related to hardware, software, networks and peripherals using available technology and knowledgebase articles
• Use documented procedures to provide timely resolution of issues or escalation on behalf of client to appropriate 2nd or 3rd level support teams
• Creates and documents incident cases and any necessary status updates with additional client contacts
• Leverage a variety of provided support tools including knowledgebase articles, remote access, and peers, etc. to accurately assess system issues and assess business impact
• Contact clients to provide follow up on incident resolution or request completion to ensure proper and complete closure
• Share expertise with fellow team members
• Provide training to clients , and team members
• Act as a personal mentor for other team members as needed
• Complete required time reporting and other administrative duties
• Maintain working relationships with other IT teams, other departments and outside suppliers, as appropriate, as partners in request fulfillment
• Actively participate in assigned work tasks which may be short or long term in duration and help to provide better tools, process or customer service to our clients
• Associates degree in IT or related field
• Previous service desk call center environment experience preferred but not absolutely required
• Working knowledge of commercially available software such as Microsoft Word, Excel, Internet Explorer, and computer hardware. Other preferable but not mandatory skills include Active Directory, Remedy Incident and Knowledge Management, mobile and virtual computer support
• Demonstrate solid verbal, listening, and written communication skills to document incidents with clear and concise details gathered during interactions
• Accuracy in performing detailed work
• Maintain patience and reasoning under stress
• Typing and keyboarding skills

Account Management IT Service Desk Specialist Resume Examples & Samples

• 2 years of experience as a systems administrator in Windows environments
• Experience with operating systems, organizations operating environment, and network requirements
• Experience with user account management NMCI e–mail accounts for new users and transferring existing users NMCI e–mail accounts
• Experience with issuing user passwords or password resets, data input requests for NMCI services, and NMCI trouble tickets
• Experience with the administration and management of various user domains, including Global Groups, Distribution Lists, and Public Folders
• Security + CE Certification
• Consistently delivers excellent technical customer service
• Clearly documents interactions, incidents and resolutions within Hyatt’s ticketing system
• While acting as a single point of contact, takes ownership and responsibility of issues from start through to resolution
• Customer-oriented and solution-focused worker
• Ability to maintain confidentiality with information or items as required
• Possesses flexibility and works well within a team
• Adaptable and with the intellectual ability to thrive in a demanding and changing environment
• Ability to develop effective and quality working relationships with other departments, groups, and personnel
• Ability to identify process and document improvement opportunities and works with their supervisor to take corrective action to implement change
• Possesses an international mindset
• Manage all activities related to the global IT Service Desk
• Responsible for the efficient operation of the IT Service Desk group including staffing, scheduling and training activities
• Assess Service Desk performance through various statistical and reporting technologies
• Define, develop and enhance success measures for Service Desk agents
• Ensure quality standards for all tickets and calls are met or exceeded regarding accuracy of ticket data including client demographic information, description, resolution, etc
• Develop quality standards and quality assurance measurements and auditing
• Monitor the ACD phone system to ensure agent availability, and ticketing system queues to ensure all tickets are responded to in a timely manner
• Responsible for recognizing, identifying, isolating and resolving escalated support issues
• Ensure problems are identified and escalated to appropriate IT groups, document work around procedures if necessary
• Ensure all Service Desk staff are current on all supported technologies and applications
• Partner with IT leadership to review metrics, trends and analysis
• Build and maintain customer relationships to guarantee full understanding of user needs to provide effective support and services
• Work with peers to develop processes to monitor trends based on service requests, incidents and queries
• Escalate issues appropriately and maintain communication with customer and support teams
• Maintain policies and procedures regarding Service Desk work flows, and ensure compliance
• A minimum of five years in a technical support role or similar position with supervisory experience
• A minimum of 3 years’ experience within a customer service environment
• Must have excellent writing and verbal communications skills
• Must have knowledge of PC hardware and desktop software, system and recovery methods and software tools, call tracking and problem tracking software use
• An understanding of service level agreements and building process and procedures for resolving problem tickets
• Strong knowledge of operations and networking architectures, concepts and terminology and help desk operation/management technique

IT Service Desk Knowledge Center Manager Resume Examples & Samples

• Lead a team providing first point of contact helpdesk for all service requests
• Ensure account management and serves as initial point of contact for internal and external customers accessing DSS mission applications
• Ensure coordination to resolve service requests with technicians located across a geographically distributed network infrastructure
• Ensure timely service request acknowledgement, problem identification, escalation, resolution and closure for all service requests. Response to service requests shall be based on prioritization level and service level agreements (e.g., VIP, Mission Impact, etc.)
• Ensure requests are serviced through all accessible communication channels and utilizes an enterprise ticket management system (Remedy) to track and monitor service requests
• Ensure accurate status of service requests for users via self-accessible portal or through direct communication
• Ensure team provide end-user account administration services (add/change/remove) and password resets
• Ensure team provides desk side support to resolve customer service requests
• Support coordinated escalation effort of service requests to third parties, such as hardware and software suppliers, other third-party contractors, and other DSS internal technical support
• Ensure proper documentation and tracking of call metrics, service request/resolutions, and analyze trends to implement measures that prevent recurring problems and improve customer satisfaction
• Provide situational awareness throughout DSS on IT-related issues impacting the enterprise
• Support continually enhance a self-service capability for users to resolve issues
• Support weekly status report on all call and service metrics
• Provide customer service satisfaction measurements (e.g., surveys)
• Provide user training and knowledge transfer as required
• Maintain call-in responsibility in the event of building closure
• Ensure team provides user account administration and creation, assistance with user registration, and respond to user account requests
• Experience: 9 Years with Bachelors in Science; 7 Years with Masters; 4 Years with PhD
• HDI-SCA certification
• Experience using Remedy BMC and Microsoft SharePoint
• ITILv3 Foundations

IT Service Desk Specialist, Second Shift Resume Examples & Samples

• Monitoring all Mission Critical and Enterprise Critical Systems that comprise SAS’ infrastructure
• Identify potential system degradation and escalate to appropriate support teams to avoid and interruption of services
• Ensure incidents are resolved or escalated in accordance with SAS’ Incident Management Standard
• Ensure problem root cause analysis is performed in accordance to SAS’ Problem Management Standards
• Create Root Cause Analysis problem tickets as needed
• Accurately assesses and records problems in the problem management tool
• Responds promptly to customer requests including hardware installation, decommission and deployment of equipment
• Formal training or coursework in an IT related field; Associates degree in an IT related field is preferred
• One year of experience in service management at an IT Service Desk or related field
• Valid North Carolina Driver’s License
• Strong analytical and problem solving
• Strong written, verbal, and interpersonal communication skills
• Ability to work effectively in teams and individually
• Hours are 04:00pm-midnight weekday and 08:00am-08:00pm weekend

IT Service Desk Specialist, Third Shift Resume Examples & Samples

• Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning
• Create and distribute Incident Summary Reports
• Maintains accurate asset management information in the CMDB
• Ability to work nights and weekends and holidays
• Hours are 12:00am-8am weekday and 08:00pm-08:00am weekend

Director Global IT Service Desk Resume Examples & Samples

• Assessing the overall global end user service desk support currently comprised of insourced internal Tier 1 and Tier 2 service desks and the outsourced regional Tier 1 service desk
• Manage and analyze existing outsourced vendor services, recommend and execute insourced vs. outsourced model supporting 55,000+ end users globally. Create a scalable model to accommodate acquisitions, new business, new applications, and various end user computing support needs
• Lead, coach and mentor, Tier 1 and Major Incident Management teams
• Provides leadership in the research, development and implementation of innovative, efficient service desk technologies in support of business needs and opportunities
• Leadership of people management to include but not limited to; recruitment of FTE's as well as contractor staff, management of staffing vendors, performance and compensation management, training and development
• Create enterprise strategic partnerships with Information Technology peers/leaders, and business partners. Collaborate with key internal stakeholders to ensure service desk support aligns with the company's overall vision, mission and goals
• Contract Negotiation -- Responsible for negotiating and documenting all key terms with suppliers for goods and services
• Developing continues improvement plans to optimize KSR cost and measure as well as grow customer satisfaction KPIs
• Innovate and communicate around the area of responsibility (i.e. prize competitions, virtual service-desk) to bring service delivery and customer satisfaction to the next level
• Demonstrated thought leader in service desk strategies with strong expertise in IT insourcing/outsourcing support
• Strong ability to translate business requirements into cost efficient (IT) solutions
• Proven experience in managing and leading large scale IT projects
• Strong budgeting and Financial Management Skills
• High level of technical proficiency and awareness (ITIL/MCP/MCSE/CNE/disaster recovery)
• Strong experience in Personnel Management, and ability to raise engagement and proactivity within an International Team
• Excellent communication skills, including the ability to develop and nurture good relationships with other parts of IT as well with business
• Educated to at least degree level in a Business-Computing related subject or comparable qualification
• 8-10 years of work experience within international IT environments, including several years in management positions. Experience required in IT Service and Project Management
• Very good in English and in local language both written and spoken

Related Job Titles

• • Led a team of 15 IT professionals to deliver high-priority projects while ensuring alignment with strategic objectives, achieving a 20% increase in project delivery efficiency.
• • Designed and implemented a new agile project management process, improving project completion rates by 25% within the first year.
• • Managed IT budgets exceeding $2M, identifying and realizing cost savings of 10% through strategic supplier negotiations and resource optimization.
• • Spearheaded the adoption of DevOps tools, enhancing the software development lifecycle and reducing time-to-market by 30%.
• • Improved system uptime by 99.9% through rigorous performance monitoring and proactive incident management.
• • Collaborated with cross-functional teams to ensure service level agreements compliance, resulting in a 15% improvement in customer satisfaction scores.
• • Managed a diverse team of 10 support technicians providing 24/7 service desk support to a global user base of over 50,000.
• • Developed and implemented a comprehensive training program, elevating team expertise and reducing onboarding time by 40%.
• • Orchestrated a 20% reduction in average resolution time by refining help desk ticketing system processes.
• • Established and maintained protocols for system updates and maintenance, minimizing downtime and maintaining business continuity.
• • Facilitated regular stakeholder meetings to gather feedback and assess system needs, fueling a 10% improvement in system functionalities.
• • Performed in-depth systems analysis to support application development, contributing to a 15% increase in efficiency.
• • Created detailed reports on system utilization, identifying key trends that informed strategic planning.
• • Coordinated with cross-departmental teams to gather requirements, culminating in the successful revamp of the customer support portal.
• • Implemented system enhancements that improved user satisfaction across the company’s client base by 12%.

5 Service Desk Manager Resume Examples & Guide for 2024

Your service desk manager resume must highlight your leadership experience in IT service management. Showcase your proven track record of effectively overseeing service desk operations and improving customer satisfaction. Demonstrate your ability to design and implement service desk policies that align with industry best practices. Be sure to include specifics, such as key performance indicators (KPIs) you've improved or innovative strategies you've developed to enhance service desk functionality.

All resume examples in this guide

Traditional

Resume Guide

Resume Format Tips

Resume Experience

Skills on Resume

Education & Certifications

Resume Summary Tips

Additional Resume Sections

Key Takeaways

As a service desk manager, articulating your unique blend of technical expertise and leadership skills on a resume can be a daunting challenge. Our comprehensive guide is tailored to help you highlight your achievements and management capabilities effectively, ensuring your resume stands out to potential employers.

• Utilize real-life examples to refine your service desk manager resume;
• Effectively write the experience section of your service desk manager resume, even if you have minimal or no professional experience;
• Incorporate the industry's top 10 essential skills throughout your resume;
• Include your education and certifications to highlight your specific expertise.

If the service desk manager resume isn't the right one for you, take a look at other related guides we have:

• Development Manager Resume Example
• Computer Technician Resume Example
• Statistical Programmer Resume Example
• Database Developer Resume Example
• Sophomore Engineering Resume Example
• Angular Full Stack Developer Resume Example
• IT Support Manager Resume Example
• Assistant IT Manager Resume Example
• Game Developer Resume Example
• QA Tester Resume Example

The ultimate formula for your service desk manager resume format

Our best advice on how to style your service desk manager resume is this - first, take the time to study the job advert requirements.

The resume format you select should ultimately help you better align how your experience matches the specific role.

There are four crucial elements you need to thus take into consideration:

• How you present your experience. If you happen to have plenty of relevant expertise, select the reverse-chronological resume format to organize your experience by dates, starting with the latest.
• Don't go over the top with writing your resume. Instead, stick with a maximum of two-page format to feature what matters most about your profile.
• Headers aren't just for "decoration". The header of your resume helps recruiters allocate your contact details, portfolio, and so much more.
• The PDF format rules. It's the most common practice to submit your service desk manager resume as a PDF so that your resume doesn't lose its layout. However, make sure the read the job well - in some instances, they might require a doc file.

Upload & Check Your Resume

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

Mention specific courses or projects that are pertinent to the job you're applying for.

Don't forget to include these six sections on your service desk manager resume:

• Header and summary for your contact details and to highlight your alignment with the service desk manager job you're applying for
• Experience section to get into specific technologies you're apt at using and personal skills to deliver successful results
• Skills section to further highlight how your profile matches the job requirements
• Education section to provide your academic background
• Achievements to mention any career highlights that may be impressive, or that you might have missed so far in other resume sections

What recruiters want to see on your resume:

• Demonstrated experience in managing service desk or IT support teams
• Strong track record in improving service desk operations and customer satisfaction metrics
• Proficiency in IT Service Management (ITSM) tools and platforms, such as ServiceNow or Remedy
• Expertise in implementing and adhering to ITIL best practices within a service desk environment
• Ability to develop and analyze performance reports and implement strategies for service optimization

Quick guide to your service desk manager resume experience section

After deciding on the format of your resume, it's time to organize your experience within the dedicated section.

It's common for service desk manager professionals to be confused in this part of the process, as they may have too much or little expertise.

Follow the general rules of thumb to be successful when writing this part of your resume:

• The perfect number of bullets you should have under each experience item is no more than six;
• Select not merely your responsibilities, but the most noteworthy achievements for each role that match the job requirements;
• List any certificates or technical expertise you've gained on the job and how they've helped you progress as a professional;
• Carefully select the power verbs to go along with each bullet to avoid generic ones like "managed" and instead substitute those with the actuality of your particular responsibility;
• Integrate valuable keywords from the job advert in the form of achievements under each role you list.

If you're on the search for further advice on how to write your service desk manager experience section, get some ideas from real-world professional resumes:

• Managed a team of 25 service desk agents, providing IT support for over 10,000 corporate users, achieving a 95% satisfaction rate.
• Implemented an ITIL-based framework that improved incident resolution times by 30%, significantly enhancing system uptime and reliability.
• Spearheaded the transition to a remote support model in response to the pandemic, ensuring seamless IT operations during a critical period.
• Developed and executed a strategic plan for the expansion of service desk operations, including the integration of a new ticketing system, successfully reducing average ticket closure time by 20%.
• Led a cultural change initiative aimed at improving team morale and customer service delivery, which saw a 15% increase in employee retention.
• Actively monitored key performance indicators and provided weekly reports to senior management, driving data-driven decisions to optimize service desk performance.
• Coordinated 24/7 support operations across multiple time zones, ensuring continuous availability of critical systems for global users.
• Introduced an advanced problem management strategy that decreased recurrent incidents by 40% within a year.
• Negotiated and managed vendor contracts for support tools and services, resulting in a 25% cost reduction while maintaining service quality.
• Oversaw the successful merger of two service desk teams from different companies, integrating processes and staff without disruption to service levels.
• Launched a comprehensive training program that increased first-call resolution rates from 65% to 85%, significantly enhancing customer experience.
• Conducted regular performance reviews and implemented a rewards system that resulted in a 30% improvement in staff productivity.
• Designed and rolled out a self-service portal that led to a 50% reduction in routine support requests, freeing up resources for more complex issues.
• Managed the IT support for company-wide OS migration, ensuring training and resources were provided, achieving a smooth transition with minimal downtime.
• Implemented regular customer feedback loops to identify areas for service improvement, which led to an iterative enhancement of the IT support process.
• Transformed the service desk into a customer-centric operation, which saw a 20% improvement in customer feedback scores over 18 months.
• Pioneered the use of AI-based ticketing and support systems, which led to a 35% decrease in average response times and a 45% decrease in human error.
• Managed a successful departmental audit that identified process inefficiencies, ultimately streamlining workflows and improving resource allocation.
• Initiated and directed a knowledge management project that resulted in a 40% increase in support staff efficiency by providing faster access to troubleshooting resources.
• Oversaw a successful IT security compliance project, ensuring all service desk activities were aligned with the latest industry standards.
• Championed a cross-department collaboration initiative that enhanced the service desk's ability to handle complex cross-functional support inquiries.
• Led a major incident management team through a critical system outage, effectively coordinating restoration efforts that minimized downtime and business impact.
• Boosted support team agility by incorporating Scrum methodologies, resulting in a 50% improvement in change management processes and deployment speeds.
• Authored and enforced service level agreements (SLAs) with internal and external stakeholders, maintaining an adherence rate of 98% throughout tenure.

Quantifying impact on your resume

• Include the size of the team you managed, showing your leadership and organizational skills.
• List the number of service desk tickets resolved monthly, demonstrating your team's efficiency and effectiveness.
• Detail the percentage reduction of ticket resolution time under your management, showcasing process improvement ability.
• State the customer satisfaction scores before and after process changes, indicating your commitment to customer service.
• Mention the amount of training hours you have provided for staff, highlighting your dedication to team development.
• Quantify the budget managed for service desk operations, emphasizing financial stewardship competence.
• Report on the number of projects completed, revealing your project management skills and successful delivery.
• Specify any increase in service levels or uptime percentage, reflecting your focus on maintaining high service quality.

Action verbs for your service desk manager resume

What if you don't have any experience?

There are two very common scenarios about candidates with less experience. They are either:

• Fresh out of college in search of a service desk manager role
• Transferring over from a completely different field

Both of these types of candidates still have a shot at landing their first job in the industry.

All they need to do about the experience section of their service desk manager resume is:

• Consider their strengths - would the outcomes of their previous roles or niche skill sets impress recruiters? Feature those towards the top of your resume
• Exclude any and all irrelevant experience items - remember that at the end of the day, you're telling a story that aims to align with the ideal candidate for the service desk manager job
• Win recruiters over with personality - perhaps your ambition, dreams, and diligence would make you the perfect fit for the service desk manager role. Dedicate resume space to detail your personality traits by showcasing how they've helped you succeed in past roles
• Tailor your experience to specific job requirements - ensure your service desk manager resume answers the advert in the best way possible.

Recommended reads:

• Perfecting the Education Section on Your Resume
• How to List Expected Graduation Date on Your Resume

List your educational qualifications and certifications in reverse chronological order.

Service Desk Manager resume skills: the essential hard skills and soft skills checklist

Ultimately, your Service Desk Manager resume should hint to recruiters that you possess an array of talents that are indispensable to the role.

For example, listing the technologies and software you're apt at using (or your hard skills) and how you apply them in your day-to-day responsibilities would ensure you meet the technical requirements of the role.

But is this enough to ensure that you make a good impression on recruiters?

Go a step further by detailing the soft skills or personality traits you've attained thanks to your work and life experience.

The best way to balance hard skills and soft skills on your Service Desk Manager resume is by:

• Highlighting up to three of your most noteworthy career accomplishments in a separate section.
• Listing at least one hard skill and one soft skill you've used to solve a particular challenge or problem.
• Feature niche skills and technologies that would help you stand out amongst candidates.
• Think back on the social impact your efforts have had towards improving the work environment - were you able to always maintain a professional ethic, while enhancing the team culture? Write about your contribution to the role, department, or organization itself as a metric of success.

The skills section of your resume provides you with plenty of opportunities to detail your technical and personal traits.

All you have to do is select the talents that best fit your application and expertise. Make note of some of the most prominent hard and soft skills across the industry from our list:

Top skills for your service desk manager resume:

ITIL Framework

Incident Management

Service Desk Software Proficiency

Technical Support

Problem Management

Change Management

Network Administration

SLA Management

Ticketing System Expertise

IT Service Continuity Management

Communication

Problem-Solving

Customer Service

Time Management

Decision-Making

Adaptability

Conflict Resolution

If you happen to have plenty of certificates, select the ones that are most applicable and sought-after across the industry. Organize them by relevance to the role you're applying for.

Listing your education and certifications on your service desk manager resume

Don't underestimate the importance of your resume education section . As it may hint at various skills (and experience) that are relevant to the job. When writing your education section:

• Include only higher education degrees with information about the institution and start/end dates
• If you're in the process of obtaining your degree, include your expected graduation date
• Consider leaving off degrees that aren't relevant to the job or industry
• Write a description of your education if it presents you with an opportunity to further showcase your achievements in a more research-focused environment

When describing your certifications on your resume, always consider their relevancy to the role. Use the same format to describe them as you would for your education. If you're wondering what the best certificates out there are for service desk manager roles, check out the list below.

The top 5 certifications for your service desk manager resume:

• ITIL Service Operation (SO) - AXELOS
• Help Desk Institute Service Center Manager (HDI-SCM) - HDI
• Microsoft Certified Solutions Expert (MCSE) - Microsoft
• Certified Service Desk Manager (CSDM) - Service Desk Institute (SDI)
• Project Management Professional (PMP) - Project Management Institute (PMI)

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

• How to List a Major & Minor on Your Resume (with Examples)

Adding a summary or objective to your service desk manager resume

One of the most crucial elements of your professional presentation is your resume's top one-third. This most often includes:

• Either a resume summary - your career highlights at a glance. Select the summary if you have plenty of relevant experience (and achievements), you'd like recruiters to remember about your application.
• Or, a resume objective - to showcase your determination for growth. The perfect choice for candidates with less experience, who are looking to grow their career in the field.

If you want to go above and beyond with your service desk manager resume summary or resume objective, make sure to answer precisely why recruiters need to hire you. What is the additional value you'd provide to the company or organization? Now here are examples from real-life service desk manager professionals, whose resumes have helped them land their dream jobs:

Resume summaries for a service desk manager job

• With over 8 years of dedicated service management in the fast-paced tech industry, my expertise lies in streamlining operations, elevating customer satisfaction rates by 30%, and effectively leading robust teams. Mastery of ITIL frameworks and advanced problem-solving skills stands at the forefront of my professional ethos.
• A consummate professional possessing a decade's worth of experience in client-facing roles within the hospitality sector, now seeking to translate that extensive customer service mastery into a service desk managerial capacity, backed by acute understanding of CRM systems and a passion for technological solutions.
• Having transformed user experience through the implementation of strategic service desk protocols, during 5 years helming a dynamic IT team, my focus encompasses reducing response times by 25% and integrating AI-driven support mechanisms, demonstrating my commitment to operational excellence and technological innovation.
• A seasoned educator ready to pivot my 7-year track record of curriculum development and stakeholder management into managing service desk operations, bringing strong communication skills and a sharp analytical acumen to elevate user support services within a technology-driven environment.
• Looking to harness my enthusiasm for customer relations and technology, I aim to delve into the world of service desk management. I'm prepared to bring my quick learning abilities, keen troubleshooting insights, and a fresh perspective to deliver high-quality support and drive service excellence.
• Eager to embark on a career in service desk management, I am committed to developing deep proficiency in IT support services. Leveraging my honed communication skills and recent certification in IT fundamentals, I am poised to cultivate a user-centric support environment and contribute to a culture of continuous improvement.

Four more sections for your service desk manager resume

Your service desk manager resume can be supplemented with other sections to highlight both your personality and efforts in the industry. Use the ones you deem most relevant to your experience (and the role):

• Awards - to celebrate your success;
• Interests - to detail what you're passionate about outside of work (e.g. music, literature, etc.);
• Publications - to show your footprint in the wider community;
• Projects - to pinpoint noteworthy achievements, potentially even outside of work.

Key takeaways

• The format and layout of your service desk manager resume should reflect on both your career and what matters most to the job you're applying for;
• Use the resume summary and objective to hint at your most prominent accomplishments;
• Always be specific about your experience and consider what value each bullet you curate adds to your service desk manager application;
• Consider how your academic background and technical capabilities could further showcase your alignment to the role;
• Your soft skills should contribute to your overall service desk manager profile - aligning your personality with skills and results.

Looking to build your own Service Desk Manager resume?

• Resume Examples

Resume Sections: Everything You Need to Know

The different ways of submitting a resume, how to list ged on your resume, linkedin profile tips: how to create an impressive profile that gets noticed, how to write a resume personal statement (with examples), uncovering hidden opportunities: how to effectively use facebook and social media for job hunting.

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How to Show Your Customer Service Skills on a Resume

Brainstorm First

Profile or summary section, key skills section, professional experience section, the bottom line.

You can make customer service a substantial part of your resume by spelling out the various ways you have helped clients. The following guide will show you how to flesh out your resume for an application to a client-facing job.

Before you start working on your resume directly, take ten minutes or so to jot down whatever comes to mind first about your background in customer service. Is there a particular job in your work history that stands out about your level of service? Or a recent training program that gave you a new edge in managing client calls efficiently? Or, more generally, do you subscribe to a particular service approach or philosophy that you feel helps you succeed?

Your first thoughts and answers to these questions often indicate how you can best develop customer service as a key theme on your resume.

Now that you’ve brainstormed some initial ideas refer to the following lists and tips for elaborating on your service skills in each resume section.

Use one or more of these adjectives to describe yourself and the services you provide customers:

• Client-Focused
• Customer-Focused
• High-Quality
• Knowledgeable
• Service-Oriented
• Solution-Oriented
• Top-Caliber
• Client-focused Sales Associate with 5+ years of experience.
• Diligent in understanding client concerns and generating prompt product solutions.
• Recognized for providing efficient , high-quality service to key customers.

Sidenote: Avoid using redundant adjectives with any part of your profile’s professional title. For instance, if your title is Customer Service Representative, you don’t need to describe yourself as “customer-focused” or “service-oriented.” Your profile will have more variety and color if you instead opt for one of the other options above.

Include one or more of these terms as they apply to your background and goals:

• Active Listening Methods
• Brand Loyalty
• Client Communications
• Client Satisfaction & Retention
• Complex Problem-Solving
• Conflict & Complaint Resolution
• Consultative Sales Strategies
• Customer Experience
• Customer Needs Assessment
• Customer Service & Relations
• Internal & External Customer Support
• Stakeholder Relations Management

This part of your resume provides you the most opportunity to get specific about your customer service skills and experience. Start by reviewing the following list of service-related actions. Note whichever activities overlap best with your background and/or the details you brainstormed earlier.

• Addressed and answered customer concerns
• Built lucrative, long-term client relationships
• Communicated with customers about new product options
• Consulted and advised clients on service solutions
• Cultivated positive customer relationships
• Deepened relationships with key clients
• Delivered high-quality services to customers
• Directed customers to their desired products
• Engaged with clients to determine their service needs
• Explained new product features to customers
• Facilitated rollout of new service solutions
• Interacted with customers daily
• Listened to clients’ concerns and recommended solutions
• Promoted appropriate products based on close review of each client’s needs
• Provided detailed answers to customer inquiries
• Relayed frequent client requests to sales, marketing, and product development teams
• Resolved recurring issues with service delivery
• Responded to client emails and voicemails
• Supported customers with special product requests
• Worked with clients to find win-win service agreements

Now that you’ve noted your past client activities, take up this essential question: What was the result of these activities? In other words, how did your client-facing work positively impact your team, company, or customers?

Your answers will lead you to more specific, powerful bullet points that help establish customer service as a common thread on your resume.

• Built positive relationships with 25 new clients, growing annual revenue by $400K
• Facilitated rollout of new service solutions that increased client retention by 22%
• Delivered high-quality services to customers, helping store rank #1 on quarterly satisfaction survey
• Deepened relationships with key clients, resulting in 12 new long-term service contracts

Always seek to quantify your bullet points in terms of a specific number, percentage, or dollar amount. The only exception is if the quantified figure is somehow not inclusive to the customer service role you’re now pursuing. For instance, say you’ve worked for large corporations and are now applying to a small company or startup. In this case, omitting large revenue sums or other data that may pigeonhole you makes sense. Instead, focus on the transferable customer-facing skills you gained.

Keep in mind that you can show service skills even for a role that wasn’t directly client-facing. For example, if you’ve worked in HR or IT, you can emphasize that you supported your colleagues (or “internal customers”) with various employment or technical concerns.

Whenever you apply to a client-facing job, get specific on your resume about how you’ve supported past customers. Give detailed examples of times you generated high value through your advanced service skills. In doing so, you’ll make sure your resume positions you effectively for the next chapter in your career.

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Jacob Meade

Certified Professional Resume Writer (CPRW, ACRW)

Jacob Meade is a resume writer and editor with nearly a decade of experience. His writing method centers on understanding and then expressing each person’s unique work history and strengths toward their career goal. Jacob has enjoyed working with jobseekers of all ages and career levels, finding that a clear and focused resume can help people from any walk of life. He is an Academy Certified Resume Writer (ACRW) with the Resume Writing Academy, and a Certified Professional Resume Writer (CPRW) with the Professional Association of Resume Writers & Career Coaches.

Build a Resume to Enhance Your Career

• How to Build a Resume Learn More
• Basic Resume Examples and Templates Learn More
• How Many Jobs Should You List on a Resume? Learn More
• How to Include Personal and Academic Projects on Your Resume Learn More

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• How to Land Your Dream Job Learn More
• How to Organize Your Job Search Learn More
• How to Include References in Your Job Search Learn More
• The Best Questions to Ask in a Job Interview Learn More

Resume Worded   |  Resume Skills

Skill profile, service desk specialist, improve your resume's success rate by using these service desk specialist skills and keywords ..

• Hard Skills and Keywords for your Service Desk Specialist Resume
• ATS Scan : Compare Your Resume To These Skills
• Sample Resume Templates
• How To Add Skills
• Service Desk Specialist More Resume Templates

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Frequently asked questions.

• 3. Effective Action Verbs for your Resume

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Looking for keywords for a specific job search for your job title here., © 2024 resume worded. all rights reserved., service desk specialist resume keywords and skills (hard skills).

Here are the keywords and skills that appear most frequently on recent Service Desk Specialist job postings. In other words, these are the most sought after skills by recruiters and hiring managers. Go to Sample Templates ↓ below to see how to include them on your resume. Remember that every job is different. Instead of including all keywords on your resume, identify those that are most relevant to the job you're applying to. Use the free Targeted Resume tool to help with this.

• Active Directory
• Service Desk
• Technical Support
• Troubleshooting
• Computer Hardware
•  Find out what your resume's missing
• Information Technology
• Windows Server
• Microsoft Exchange
• Printer Support
• Virtual Private Network (VPN)
• Software Installation
• System Administration
• Remote Desktop
• Network Administration
• BigHand Digital Dictation
• Incident Management
• IT Service Management
• Virtualization
• Service Delivery

Resume Skills: Ticketing & CRM

• ManageEngine
• Remedy ITSM
• Jira Service Desk
•  Match your resume to these skills

Resume Skills: Networking

• Windows/Linux/Mac OS

Resume Skills: Technical

Resume skills: security.

• Encryption tools
• Vulnerability Assessment
• Penetration Testing

Resume Skills: Programming

• Shell Scripting

Resume Skills: Troubleshooting & Support

• Hardware Diagnostic
• Conflict Resolution
• Data Recovery

  Where on my resume do I add these buzzwords? Add keywords directly into your resume's work experiences , education or projects. Alternatively, you can also include a Skills section where you can list your technical skills in order of your proficiency. Only include these technical skills or keywords into your resume if you actually have experience with them.

   Does your resume contain all the right skills? Paste in your resume in the AI Resume Scan ↓ section below and get an instant score.

Compare Your Resume To These Service Desk Specialist Skills (ATS Scan)

Paste your resume below and our AI will identify which keywords are missing from your resume from the list above (and what you need to include). Including the right keywords will help you get past Applicant Tracking Systems (i.e. resume screeners) which may scan your resume for keywords to see if you're a match for the job.

Sample Service Desk Specialist Resume Examples: How To Include These Skills

Add keywords directly into your resume's work experiences , education or skills section , like we've shown in the examples below. use the examples below as inspiration..

  Where on my resume do I add these buzzwords? Add keywords directly into your resume's work experiences , education or projects. Only include these technical skills or keywords into your resume if you actually have experience with them.

How do I add skills to a Service Desk Specialist resume?

Go through the Service Desk Specialist posting you're applying to, and identify hard skills the company is looking for. For example, skills like Active Directory, Service Desk and Technical Support are possible skills. These are skills you should try to include on your resume.

Add other common skills from your industry - such as ServiceNow, Troubleshooting and Computer Hardware - into your resume if they're relevant.

Incorporate skills - like Virtualization, Windows and Virtual Private Network (VPN) - into your work experience too. This shows hiring managers that you have practical experience with these tools, techniques and skills.

Communication is often an important component of the role of a Service Desk Specialist, so when writing your resume, include examples of how you communicated with stakeholders, team members or customers, or produced content.

A good Service Desk Specialist has strong attention to detail, so try to include examples of where you handled complex projects or processes.

Try to add the exact job title, Service Desk Specialist, somewhere into your resume to get past resume screeners. See the infographic for how to do this.

Word Cloud for Service Desk Specialist Skills & Keywords

The following word cloud highlights the most popular keywords that appear on Service Desk Specialist job descriptions. The bigger the word, the more frequently it shows up on employer's job postings. If you have experience with these keywords, include them on your resume.

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Upload your resume and we'll spot the issues in it before an actual service desk specialist recruiter sees it. for free., service desk specialist resume templates.

Here are examples of proven resumes in related jobs and industries, approved by experienced hiring managers. Use them as inspiration when you're writing your own resume. You can even download and edit the resume template in Google Docs.

Resume Example Customer Service Representative

An effective Description of the templates...

Download this resume template

When applying for a customer service role, it’s important to show the recruiter that you have the required skills and knowledge for the job. You should highlight work experience that is relevant for the role, like in the given resume, which includes three instances of past work experience in a customer service capacity. It’s okay if you don’t have over 8 years of experience in customer service -- you can also highlight your experience in your skills and in your education section.

Tips on why this template works

   strong action verbs and tangible results in customer support.

The first bullet of each section has a strong action verb accompanied by a measurable outcome, i.e. “exceeded sales target by 18%”, “achieved a 100% customer approval”, and “greeted 100+ daily guests”. These bullets clearly communicate that the applicant is not only well-versed in customer service, but that they can deliver results that are beneficial to the company. You should include as many numerical examples like these as you can, since hiring managers often skim resumes for such measures of proof.

   Education and skills related to customer support fields

Customer service representatives must have high EQ, be excellent at communication, and have superb problem solving skills. They must be carefully attuned to the needs of a potential customer, or even an unsatisfied one. Try to list out all the qualities you can think of that a good customer service representative would have and highlight them in your resume. For example, this applicant highlights a very important skill -- communication -- showing that they received an M.S. in Communications and a Minor in Public Speaking. They also highlight their skill in Customer Satisfaction. What other customer service skills can you see that they highlight?

Resume Example Customer Service Manager

When applying for a customer service manager role, keep in mind what differentiates a manager from a representative. A customer service manager must not only be adept at prioritizing customer satisfaction and needs, but also at strategizing and implementing operational improvements to ensure a smooth and painless customer journey. They should be confident in leadership roles and understand how to manage and motivate a team of customer service representatives. This resume highlights the applicant’s experience in exactly those areas.

   Leadership-oriented work experience, essential for customer service managers

Customer service managers aren’t simply managing customers -- they’re also managing a team of representatives and ensuring that they function like a well-oiled machine. If you’re applying for a customer service manager level role, it’s important to call attention to your capacity for leading such a team. This applicant does so in the bullet points of their work experience and also includes quantifiable metrics, noting that they enhanced team performance and increased team efficacy rate by 15%, with higher job satisfaction reported amongst staff.

   Detailed bullet points with measurable results, using metrics core to customer support

When applying to a senior level role such as this one, you should make sure to convey the impact of your contributions in your work experience. This applicant has numeric metrics in practically every line of their work experience, with detailed descriptions of their role and responsibilities in organizing, enhancing, or facilitating customer satisfaction (e.g. providing 7 innovative ideas, 3 of which are implemented and successful; organized meetings...with a 95% success rate on new client projects)

Resume Example Customer Service Supervisor

A customer service supervisor plays a key role in the smooth and successful execution of customer service operations. Typically, a customer service supervisor is one level lower than a customer service manager, and with experience may eventually be promoted to that role. Thus, this job often includes some budding responsibilities that you might expect from a manager, including recruiting, training, and general involvement in the ongoing development of the customer service team.

   Includes management skills, core to customer support teams

Because a customer service supervisor involves a sizable amount of management and supervisory responsibilities, you should call out experiences you’ve had in the workplace where you have utilized such skills. Try to think of times in the past where you’ve demonstrated admirable leadership qualities, whether it’s coaching staff, ensuring employee satisfaction, or juggling multiple stakeholders in tricky situations. In this resume, the applicant highlights that they “coached, motivated and counselled staff of 30+ employees”.

   Promotions and awards demonstrate past success and track record

A great way to stand out from the crowd is to highlight your unique accomplishments and achievements. Perhaps you’ve been promoted ahead of the typical cycle at a role, or you’ve been recognized by your superiors for your superb work ethic and dedication. Any sort of award or outstanding advancement through an organization, even in non-customer service capacities, can communicate to the hiring manager that you’re a fantastic employee. In this template, the applicant notes such promotions and awards (e.g. Awarded ‘Employee of the Year’ consecutively for 2 years; Promoted after 8 months...ahead of schedule by 16 months).

Resume Example Entry Level Customer Service Representative

If you’re still taking classes as a student, or even if you just graduated, the recruiting world can be an intimidating place -- especially if you don’t have much work experience. Don’t worry! You can use this template to show recruiters that you have relevant experience in internships or clubs, and that you’re fully capable and skilled for the role.

   Put your education at the top for entry-level roles

You may notice that this resume template is quite different from the other templates in organization, with the education section found at the top. This is intentional, and quite common in many successful entry-level resumes. Since most students don’t have a wealth of experiences in the workplace, recruiters will look at your education section to understand your interests and your experience. Make sure to include your GPA and any honors you may have, along with relevant coursework that may be applicable to the role. You can also include any relevant certifications to show that you are someone who takes initiative to learn.

   Relevant experience, skills, and projects highlighting transferrable customer support skills

Even though it’s okay to not have experience in customer satisfaction specifically, it’s important to include as many areas where you have engaged in similar capacities. Create detailed bullet points of any internships you might have had, and include responsibilities and achievements that are directly applicable to a customer service role. You can do the same with your experiences in volunteering or with university projects. For example, this applicant calls out that they did an analysis to “understand customer sentiment and purchasing trends”.

Resume Example Field Service Technician

A field service technician is essentially a service technician who conducts field visits or dispatches. When your internet cable is broken, or your electrical/mechanical gadgets stop functioning, these are the people you call. They perform more customer-facing roles intended to improve customer satisfaction, maximize customer retention and increase margins. This field service technician resume example showcases the applicant's conversance with customer service. Their 10 years of experience essentially comes down to problem-solving in various customer-facing roles in the computer engineering sub-industry.

   Demonstrate growth in your service technician promotions

At this level, the candidate is probably looking to level up into more senior roles. This requires that they showcase leadership and initiative. For senior management roles, hiring managers prefer candidates that can coach and mentor others. So, show how you've been able to work cooperatively with other teams and the impact you've had on those teams.

   Use numbers to demonstrate the impact you had as a service technician

Most of the jobs conducted by service technicians fall in the SMART domain. One of their characteristic features is measurability. It's easy to measure the impact of their work. So, leverage the power of numbers, ratios, and percentages to demonstrate the effect of your work. Consider how this example demonstrates this: "Effectively maintained 50 copiers in 19 different locations in 3 months…." This candidate will create an impact.

Resume Example Environmental Service Technician

These professionals predominantly work in healthcare sectors where their job revolves around maintaining a clean and healthy environment. In some instances, they can undertake traditional janitorial duties as well as handling and disposing biological waste. They typically work under an environmental services supervisor or director. This environmental service technician resume focuses on the applicant's professional experience. It highlights their gradual rise from an entry-level janitor post to EST within four years. This applicant also has a solid educational background in environmental studies and is also a certified safety professional.

   Continuing education as an Environmental Service Technician

Probably the best way to catch that hiring manager's attention is by showing that you're continually bettering yourself as an environmental service technician. Skills development doesn't necessarily mean returning to college or university, though this is ideal. Signing up for volunteer opportunities can also signal your desire to acquire more skills and knowledge in your speciality.

   Use keywords aligned with environmental service technician jobs

Marketplace research that analyzed millions of resumes and job postings identified the most important keywords for environment service technician jobs. These are hospital, housekeeping, cleaning experience, manufacturing sanitation, customer service, disinfectant and mopping. If you don't have these skills yet, get them.

What skills do hiring managers want to see on a Service Desk Specialist resume?

Here are some of the most popular skills we see on Service Desk Specialist resumes:

Target your Resume to a Job Description

While the keywords above are a good indication of what skills you need on your resume, you should try to find additional keywords that are specific to the job. To do this, use the free Targeted Resume tool. It analyzes the job you are applying to and finds the most important keywords you need on your resume. It is personalized to your resume, and is the best way to ensure your resume will pass the automated resume filters. Start targeting your resume

Most resumes get auto-rejected because of small, simple errors. These errors are easy to miss but can be costly in your job search. If you want to make sure your resume is error-free, upload it to Score My Resume for a free resume review. You'll get a score so you know where your resume stands, as well as actionable feedback to improve it. Get a free resume review

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Top Personal Skills for CV Success (with Examples)

Personal skills are growing in importance across the job market. More than ever, employers are seeking candidates with excellent personal skills, rather than focusing on technical skills and previous experience. If you want to achieve success with your job applications, it’s a good idea to learn the top personal skills for CVs. In this article, we discuss what are the most effective personal skills for your resume, with examples on how to showcase them.

Understanding Personal Skills

Personal skills are soft skills that show how well you work with other people, and how likely you are to fit into a company’s workplace culture. They showcase aspects of your character and personality that you can put to use in almost any work environment. These skills can affect how you build relationships, how you interact with clients, how you respond to conflict or adversity, and how well you fit into a team. Well-developed personal skills can help you achieve success in your career through fostering positive work relationships and contributing to collective objectives.

Studies suggest personal skills are becoming more crucial than ever in the modern world of work. Forbes has reported that 78% of job postings globally mention foundational soft skills such as interpersonal skills (1) . According to a study by McKinsey, companies are increasingly focused on skill-building among employees, with soft, transferable skills being a key part of efforts to equip the workforce for new challenges (2).

Expert tip:

Use the job description to understand the key personal skills the employer is looking for, but remember to include a few unique personal skills in your CV. Think about the qualities only you can bring to the role, and add personal skills that reflect your personality and working style. This can help you stand out in a crowded field of applicants.

Highlighting Communication Skills on Your CV

Communication skills are one of the top personal skills to add to your CV . Almost every role requires communication skills, and your ability to show these on your CV is likely to be valued by employers. If you want to showcase your communication skills, use keywords like ‘communicate’, ‘present’, ‘liaise’, ‘collaborate’, ‘convey’, ‘network’ and ‘converse’ throughout your CV.

Communication skills can be written or verbal, and also include listening skills. Your CV itself is one of the best places to showcase your written communication skills. You can demonstrate verbal communication skills and networking skills on your resume by mentioning presentations, meetings you’ve chaired or networking conferences you’ve attended. Here are some resume examples of how to show verbal communication skills in your work experience section:

• ‘Presented to a group of 100 executives at a national sales networking conference.’
• ‘Liaised with account management team to ensure smooth customer relations with key clients.’

Showcasing Problem-Solving Abilities

The ability to think on your feet and address challenges head-on is always valuable. Showing employers that you have this skill will reassure them that you can take the ups and downs of work life in your stride. Think about how you’ve overcome challenges in your career to date, and particularly situations where you have figures and evidence to back up the impact you made. This could be recovering falling sales figures, increasing efficiencies or resolving customer complaints. Take a look at these examples of problem-solving abilities:

• ‘Responded to customer complaints in a polite and efficient manner, resulting in a 12% increase in customer satisfaction.’
• ‘Developed a new invoicing system to overcome issues with late payment, improving cash flow while maintaining customer relations.’
• ‘Responded to new environmental regulations by redesigning quality control systems, leading to a 26% reduction in waste.’

Demonstrating Teamwork and Collaboration

It’s rare to work completely on your own in any role, so teamwork is a key skill that most employers expect candidates to possess. Collaboration skills show that you can work in groups towards a common goal, whether internally or with external partners and clients. Teamwork skills incorporate communication, and the ability to deliver in a timely and efficient manner, understanding your role in the wider team.

Most resume formats provide plenty of opportunities for showcasing teamwork and collaboration. Your work experience section is the most obvious section to mention teamwork on CV templates , but you could also show it through hobbies or volunteer roles. Here are some sections from CV examples demonstrating teamwork and collaboration:

• ‘Collaborated with designers, web developers, research and marketing teams to deliver a new company website, increasing traffic by 56%.’
• ‘Volunteered at a food bank, working with 12 other volunteers to deliver 260 food packages per week to local families.’ 

Emphasising Adaptability and Flexibility

Nothing stands still for long in the world of work, so it’s crucial to show you’re adaptable and flexible to changing circumstances. Being adaptable means being open to new ideas and new ways of working, or adjusting to last-minute changes, expectations or demands.

Demonstrating adaptability and flexibility could include any examples where you’ve thrived despite being placed in challenging circumstances. Think of times when expectations have changed, such as shorter deadlines, increased pressure from management or unforeseen difficulties leading to changes in working patterns. Here are some examples that could feature in a resume or cover letter:

• ‘Adapted to rising interest rates by approaching top 10 lenders to offer bespoke mortgage solutions for high-net-worth clients.’
• ‘Adjusted key project deliverables in response to changing social media algorithms, delivering 22% higher engagement.’

Illustrating Leadership and Management Skills

The ability to demonstrate leadership skills for your CV can help your chances of success, even if you’re not applying for a management role. Leadership skills involve guiding a team towards specific goals and objectives, and empowering colleagues to achieve success. Management skills are slightly different from leadership, and reflect the specific ability to manage colleagues, dealing with the challenges that can occur in the workplace and fostering a positive team environment.

Here are some examples of leadership skills you could use for your resume:

• ‘Managed a team of six business development colleagues to exceed sales targets by £950,000, creating a sense of healthy competition while working towards collective goals.’
• ‘Supervised the transition of a team of 30 employees to a remote-first working environment, maintaining high staff retention rates and experiencing an increase in staff satisfaction (from 3.9 to 4.2 out of 5).’

Featuring Time Management and Organisational Skills

In the stressful and busy world of work, time management and organisation are essential skills to help you get through the workday. They not only ensure you can deliver your work on time and on budget, but they also mean you can be a more effective colleague and reduce your stress levels. Effective time managers track their tasks efficiently, organise their workload and understand how they contribute to wider team efficiency.

You can demonstrate your time management and organisational skills on your CV by drawing on these examples:

• ‘Produced project plans for complex, multi-million pound construction developments, detailing deadlines, budgets and key responsibilities for a team of 50 construction employees.’
• ‘Delivered film and multimedia projects to tight deadlines, providing flexibility to client needs and prioritising my workload to ensure high levels of customer satisfaction.’

Showcasing Emotional Intelligence

Emotional intelligence is a valuable workplace trait, as it involves the ability to understand and manage your emotions, as well as those of others. Using your emotional intelligence at work means remaining rational, self-aware, even-keeled and in-control at all times. It also means understanding other people’s emotions, showing empathy and compassion and adjusting where necessary to ensure continued team harmony.

These examples can help you show emotional intelligence in your own CV:

• ‘Line-managed a team of three junior employees, creating an open and supportive work environment for them to raise concerns and working together to solve problems.’
• ‘Provided bespoke training and career development to graduate jobseekers, understanding their unique circumstances and suggesting solutions to increase their employability.’

Highlighting Critical Thinking and Analytical Skills

Critical thinking is linked to problem-solving, and involves the ability to come up with new ways of thinking and solutions to everyday workplace challenges. Being a critical thinker means understanding and identifying that there might be better ways of doing something than the established norm. Analytical skills are also highly desirable, and showcase the ability to understand a problem from all sides, unpack data and explain complex concepts and ideas.

If you’re hoping to demonstrate your analytical and critical thinking skills on your resume, take a look at these examples:

• ‘Evaluated company CRM system and developed a new suite of customer management applications to respond to the specific needs of the business.’
• ‘Analysed complex statistical datasets and developed compelling narratives to inform key policy decisions for major clients in local and national government.’

"Well-developed personal skills can help you achieve success in your career through fostering positive work relationships and contributing to collective objectives."

How to Incorporate Personal Skills in a Cover Letter

Your cover letter is the ideal place to emphasise your personal skills, adding to the interpersonal skills on your CV, elaborating and offering further examples for greater impact. While it’s important to keep your cover letter brief and to-the-point, there are opportunities to highlight several key skills and experiences that can help you stand out from other applicants.

Use keywords from the job description to show the employer you have the skills they’re looking for, and tailor your skills to the unique requirements of every role. Pick out a couple of key interpersonal skills that are particularly relevant to the job. Where possible, support your credentials by including feedback from managers or clients, the outcomes of appraisals and any facts or figures that help to prove your skills. These could be sales figures, key performance indicators or even staff and customer satisfaction scores.

Just remember to be concise and clearly explain how your personal skills make you the ideal candidate for the role. Cover letter templates can help you to write an effective cover letter to support your applications, while sticking to an established structure to ensure your letter remains as brief and relevant as possible.

Key Takeaways for Personal Skills on a CV

Almost any job you apply for will require a certain degree of personal skills. Pay attention to the job description and add any of your personal skills that match those listed, offering evidence that shows the impact they’ve had on your career.

Jobseeker’s CV tools and resources can help you showcase your personal skills on your CV. Sign up today and follow the easy steps to create a CV that complements your personal and professional skills. You can also find CV articles with various tips on how to create a winning CV. In addition, our cover letter articles can help you draft a cover letter that really makes an impact with employers.

(1) Forbes: Why Soft Skills Are More In Demand Than Ever

(2) McKinsey: Building workforce skills at scale to thrive during—and after—the COVID-19 crisis

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