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5 Help Desk Resume Examples Built to Work in 2024

Help Desk Resume

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

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

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

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

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Help desk resume example with 9 years of experience

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

Job seeker stands with hands in air, questioning how to fill out job materials

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.

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IT Help Desk Support Resume Examples

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

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

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IT Help Desk Support

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

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

Core Skills :

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

Professional Experience :

Help Desk Support, ABC Company, 2015 – Present

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

Help Desk Analyst, XYZ Company, 2013 – 2015

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

Education :

Bachelor of Science in Information Technology, ABC University, 2013

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IT Help Desk Support Resume with No Experience

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

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

Responsibilities

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

Experience 0 Years

Level Junior

Education Bachelor’s

IT Help Desk Support Resume with 2 Years of Experience

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

Hardware Troubleshooting
Software Installation
System Configuration
Technical Assistance
Communication

Responsibilities :

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

Experience 2+ Years

IT Help Desk Support Resume with 5 Years of Experience

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

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

Experience 5+ Years

Level Senior

IT Help Desk Support Resume with 7 Years of Experience

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

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

Experience 7+ Years

IT Help Desk Support Resume with 10 Years of Experience

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

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

Experience 10+ Years

Level Senior Manager

Education Master’s

IT Help Desk Support Resume with 15 Years of Experience

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

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

Experience 15+ Years

Level Director

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Key takeaways for an IT Help Desk Support resume

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

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

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

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

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

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

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

5 Help Desk Resume Examples & Guide for 2024

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

All resume examples in this guide

Desktop Support

Help Desk Manager

Service Desk Manager

Technical Support Manager

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

The customer is king.

But as a help desk…

You’re the king of customer service.

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

Your work extends way beyond solving simple technical problems.

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

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

Thankfully…

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

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

But to land the job you want:

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

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

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

Let’s get started.

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

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

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

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

Therefore, you must remain strategic in your approach.

First of all:

You need to pick a proper layout for your resume .

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

Here are your two options:

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

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

You need to be different from everyone else.

Think about it for a second…

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

Why do you think is that?

Two reasons:

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

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

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

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

Best sections for a help desk resume

Certifications

What recruiters want to see in a help desk resume

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

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

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

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

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

So, where do you begin?

It's simple.

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

Email address

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

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

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

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

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

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

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

Let's look at a couple of examples:

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

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

But how do you prove any of that?

Well… it's quite simple!

Show that you've done it all before.

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

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

1- List your experience in chronological order.

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

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

2- Be specific.

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

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

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

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

But more importantly:

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

3- Quantify your achievements.

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

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

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

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

Check out this example:

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

Nobody likes buzzwords , especially not hiring managers.

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

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

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

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

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

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

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

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

But here’s the thing:

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

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

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

Soft skills
Technical skills

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

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

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

On the other hand:

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

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

So, by this point…

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

To do that, you should:

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

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

Most sought-after technical skills for help desk resume

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

Best soft skills to showcase in your help desk resume

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

Key Takeaways

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

Help Desk resume examples

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

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

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

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

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

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

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

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

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

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

Technical Support Manager Resume Example

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

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

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

Looking to build your own Help Desk resume?

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Help Desk Support Resume: Examples and Best Practices

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

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

Key Elements of a Help Desk Support Resume

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

A. Contact Information

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

B. Summary Statement/Objective Statement

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

C. Relevant Skills and Qualifications

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

D. Work Experience

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

E. Education and Certifications

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

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

Best Practices for Writing a Help Desk Support Resume

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

A. Tailor Your Resume to the Job

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

B. Use Keywords and Phrases from the Job Posting

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

C. Highlight Your Achievements and Responsibilities

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

D. Keep it Brief and to the Point

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

E. Use Action Verbs and Quantify Your Achievements

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

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

Examples of Help Desk Support Resumes

Sample help desk support resume #1.

Name: John Doe

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

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

Experience:

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

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

Sample Help Desk Support Resume #2

Name: Jane Smith

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

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

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

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

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

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

Sample Help Desk Support Resume #3

Name: Mike Johnson

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

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

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

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

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

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

Tips for Crafting a Stand-Out Resume Summary

A. Importance of a Strong Resume Summary

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

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

B. Examples of Effective Resume Summaries

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

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

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

C. Tips for Writing an Effective Resume Summary

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

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

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

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

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

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

Common Mistakes to Avoid in Help Desk Support Resumes

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

A. Generic Resumes that Lack Details

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

B. Typos and Grammatical Errors

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

C. Including Irrelevant Information

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

D. Exaggerating Accomplishments and Skills

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

Help Desk Support Resume Template and Format

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

A. Proper Formatting of a Help Desk Support Resume

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

Contact Information
Objective Statement
Professional Summary
Certifications

Technical Skills

Professional Experience

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

B. Recommended Font, Margins, and Spacing

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

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

C. Resume Templates for Help Desk Support Professionals

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

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

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

How to Showcase Soft Skills in a Help Desk Support Resume

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

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

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

B. Examples of Relevant Soft Skills

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

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

C. Tips for Highlighting Soft Skills in Your Resume

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

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

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

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

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

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

Qualifications and Certifications to Include in Your Help Desk Support Resume

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

A. Relevant Qualifications for Help Desk Support Professionals

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

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

B. IT Certifications for Help Desk Support Professionals

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

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

C. Tips for Highlighting Your Certifications and Qualifications

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

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

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

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

A. how applicant tracking systems work.

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

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

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

B. Best Practices for Optimizing for Applicant Tracking Systems

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

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

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

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

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

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

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

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

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

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

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

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

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

Hardware Skills

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

Software Skills

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

Network and Security Skills

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

Remote Support Tools

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

Mobile Devices and Applications

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

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

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Pick the Right IT Help Desk Resume Format

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

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

[ Back to Table of Content ]

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

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

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

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

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

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

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

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

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

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

Personal Information
Profile Title
Summary/Objective
Professional Experience

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

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

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

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

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

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

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

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

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

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

IT Help Desk Resume: Personal Information

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

An ideal personal information section should contain the following:

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

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

LinkedIn profile link
Link to an online portfolio

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

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

IT-Help-Desk-Resume-Personal-Information

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

IT Help Desk Resume: Profile Title

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

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

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

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

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

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

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

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

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

STAR Format

Frame Points

Bucketing & Bolding

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

STAR refers to:

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

Framing Points

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

Well, the answer is simple!

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

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

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

IT Help Desk Resume Example 1

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

IT Help Desk Resume Example 2

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

Framing Points: Analysis

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

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

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

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

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

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

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

Bucketing & Bolding: Analysis

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

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

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

IT help desk resume sample for Professional Experience

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

IT-Help-Desk-Resume-Professional-Experience

IT Help Desk Resume Keywords

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

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

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

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

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

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

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

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

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

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

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

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

IT Help Desk Resume: Certifications

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

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

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

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

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

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

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

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

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

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

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

IT Help Desk Resume Summary

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

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

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

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

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

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

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

IT Help Desk Resume Objective

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

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

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

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

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

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

Resume Review & Free Resume Templates

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

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

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

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JD-resume matcher
Intuitive text recommendations
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Our Online Resume Builder is here to help you create job-winning resumes.

Key Takeaways

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

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

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

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Helpdesk Resume Samples

The guide to resume tailoring.

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

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

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

15 Helpdesk resume templates

Read our complete resume writing guides

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

Helpdesk Administrator Resume Examples & Samples

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

Junior Helpdesk Technologist Resume Examples & Samples

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

Helpdesk Tech Level Resume Examples & Samples

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

E Helpdesk Resume Examples & Samples

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

L Helpdesk Resume Examples & Samples

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

Senior Manager Hsbcnet Helpdesk Resume Examples & Samples

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

Electronic Banking Helpdesk Representative Resume Examples & Samples

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

Hsb Cnet Helpdesk Service Associate Resume Examples & Samples

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

Technical Helpdesk Associate Resume Examples & Samples

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

Technical Helpdesk Associate With English & French Resume Examples & Samples

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

Analyst, Helpdesk & System Access Management Resume Examples & Samples

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

Technical Helpdesk Associate With Dutch Resume Examples & Samples

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

NA Helpdesk Team Lead Resume Examples & Samples

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

Helpdesk Lead Resume Examples & Samples

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

Helpdesk Brazil Supervisor Resume Examples & Samples

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

Technical Helpdesk Supervisor With Havant Resume Examples & Samples

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

Helpdesk Intern, Fall Resume Examples & Samples

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

Tech Helpdesk Junior Analyst With English Resume Examples & Samples

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

Helpdesk Representative Resume Examples & Samples

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

German Helpdesk Agent Resume Examples & Samples

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

Tech Helpdesk Assoc Resume Examples & Samples

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

Senior Manager Tier One Helpdesk Resume Examples & Samples

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

Rohq-esc-helpdesk Resume Examples & Samples

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

Coordinator Helpdesk Western Europe Resume Examples & Samples

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

Rohq-helpdesk Resume Examples & Samples

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

Helpdesk Intern, Summer Resume Examples & Samples

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

Manager, POS Helpdesk Resume Examples & Samples

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

Helpdesk Finance Assistant Resume Examples & Samples

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

Helpdesk Team-lead Resume Examples & Samples

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

Financial Operations PP Team Lead-helpdesk Resume Examples & Samples

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

Citidirect Helpdesk Night Shift Resume Examples & Samples

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

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

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

ESC Operations Customer Helpdesk Lead Resume Examples & Samples

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

Junior Helpdesk Resume Examples & Samples

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

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

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

Senior Helpdesk Tier Resume Examples & Samples

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

Helpdesk Team Leader Resume Examples & Samples

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

Accountant With Spanish AP External Helpdesk AE Resume Examples & Samples

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

Accountant AP Internal Helpdesk AE Resume Examples & Samples

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

ATM Helpdesk Agent Resume Examples & Samples

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

Helpdesk Assistant Resume Examples & Samples

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

In-house Se-helpdesk Workshop Resume Examples & Samples

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

Helpdesk Consultant Resume Examples & Samples

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

Helpdesk Coordinator Resume Examples & Samples

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

Tech Helpdesk Supervisor / Team Lead Resume Examples & Samples

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

Italian Portuguese Catalan English Helpdesk Resume Examples & Samples

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

Technical Helpdesk Associate With French Resume Examples & Samples

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

Helpdesk Intern Resume Examples & Samples

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

German English Helpdesk Resume Examples & Samples

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

Tier Technical Helpdesk Resume Examples & Samples

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

Tier, Helpdesk Resume Examples & Samples

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

Helpdesk Tech Resume Examples & Samples

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

Swedish English Helpdesk Resume Examples & Samples

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

Ariba Helpdesk Assistant Resume Examples & Samples

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

Team Leader Esupport Helpdesk Resume Examples & Samples

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

Accounts Receivable Helpdesk Resume Examples & Samples

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

Accounts Receivable Helpdesk New Associate Resume Examples & Samples

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

Life & Annuity Consultant Helpdesk Resume Examples & Samples

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

Helpdesk Level Resume Examples & Samples

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

Technical Helpdesk Junior Analyst Resume Examples & Samples

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

Customer Helpdesk Resume Examples & Samples

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

Customer Helpdesk Team Member Resume Examples & Samples

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

Helpdesk Experience Lead-digital Workplace Resume Examples & Samples

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

Helpdesk Supervisor Resume Examples & Samples

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

Commerical Helpdesk Supervisor Resume Examples & Samples

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

Helpdesk Tier Resume Examples & Samples

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

Tier Helpdesk Agent Resume Examples & Samples

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

State Helpdesk Resume Examples & Samples

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

Erecruit / Ehire Helpdesk Consultant Resume Examples & Samples

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

Helpdesk Service Coordinator Winsford Resume Examples & Samples

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

Helpdesk Associate Resume Examples & Samples

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

Technical Helpdesk Consultant Resume Examples & Samples

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

Mortgage Helpdesk Coordinator Resume Examples & Samples

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

Senior Helpdesk Administrator, Systems Resume Examples & Samples

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

Helpdesk Team Lead Resume Examples & Samples

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

Team Leader Helpdesk Level Resume Examples & Samples

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

NAD nd Tier Helpdesk Resume Examples & Samples

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

Helpdesk Intern Summer Internship Resume Examples & Samples

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

Accounts Receivable Helpdesk Associate Resume Examples & Samples

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

Product Helpdesk Executive Resume Examples & Samples

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

Reception / Helpdesk & Mail Services Resume Examples & Samples

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

Helpdesk Administrator, Systems Resume Examples & Samples

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

Associate Technology Helpdesk Resume Examples & Samples

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

Hiring Helpdesk Coordinator Resume Examples & Samples

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

Helpdesk Operator Resume Examples & Samples

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

Helpdesk / Admin Co-ordinator Resume Examples & Samples

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

Assistant Helpdesk Representative Resume Examples & Samples

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

Helpdesk Agent / Global IT First Responder Resume Examples & Samples

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

Windows Helpdesk Administrator Resume Examples & Samples

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

Askhr Helpdesk Representative Resume Examples & Samples

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

Helpdesk & Systems Specialist Resume Examples & Samples

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

Helpdesk Provisioner Resume Examples & Samples

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

Technical Helpdesk Resume Examples & Samples

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

Helpdesk Agent Resume Examples & Samples

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

IT Basic Helpdesk Coordinator Resume Examples & Samples

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

Engineer Helpdesk IT Resume Examples & Samples

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

Tech Helpdesk Trilingual Specialist Resume Examples & Samples

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

Teamleader Helpdesk Level Resume Examples & Samples

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

UK Workflow Controller & Helpdesk Resume Examples & Samples

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

CBI Helpdesk Associate Resume Examples & Samples

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

Helpdesk Trainee Resume Examples & Samples

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

Senior Helpdesk Supp Specialist Resume Examples & Samples

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

Accounts Payable Helpdesk Fortune Company Excellent Manager Resume Examples & Samples

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

Helpdesk Administrator Ipswich Resume Examples & Samples

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

Analyst, Helpdesk Resume Examples & Samples

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

Helpdesk Respresentative / Helpdesk Resume Examples & Samples

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

Senior Associate Technology Helpdesk Singapore Resume Examples & Samples

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

Workplace Services Helpdesk Co-ordinator Resume Examples & Samples

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

Helpdesk & Incident Mgmt Consultant Resume Examples & Samples

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

Dallas Helpdesk Temp Resume Examples & Samples

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

MIS Helpdesk Internship Resume Examples & Samples

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

Consultancy Erecruit / Ehire Helpdesk Resume Examples & Samples

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

Helpdesk Maintenance Technician Resume Examples & Samples

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

Helpdesk Executive Resume Examples & Samples

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

Technical Helpdesk Executive Resume Examples & Samples

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

Senior Technical Helpdesk Executive Resume Examples & Samples

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

Senior Helpdesk Resume Examples & Samples

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

Newskies Helpdesk Agent Resume Examples & Samples

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

Technician, Information Technology Helpdesk Resume Examples & Samples

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

Tier Helpdesk Resume Examples & Samples

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

Helpdesk Lead-technical Assistance Center Lead Resume Examples & Samples

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

Temporary Helpdesk Operator POS Resume Examples & Samples

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

Web Helpdesk Administrator Resume Examples & Samples

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

Specialist, Partner Helpdesk Resume Examples & Samples

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

Senior Associate Technology Helpdesk Resume Examples & Samples

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

Rohq-gida Helpdesk Intermediate Analyst Resume Examples & Samples

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

Gida Helpdesk Intermediate Analyst Resume Examples & Samples

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

Rohq-gida Helpdesk Senior Analyst Resume Examples & Samples

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

Helpdesk Internship Resume Examples & Samples

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

Helpdesk Operator x Harrow Resume Examples & Samples

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

Maintenance Helpdesk Supervisor Resume Examples & Samples

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

AHN Service Desk / Helpdesk Supervisor Resume Examples & Samples

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

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Help Desk Specialist Resume Sample

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Help Desk Specialist Resume Sample (Full Text Version)

Valeria fiorilli.

Experienced Certified Help Desk Specialist with a proven track record of thriving in high-pressure, fast-paced settings. Demonstrates expertise in delivering top-notch customer support, troubleshooting IT-related issues, and proficiently installing, configuring, and maintaining computer hardware and software. Possesses exceptional communication abilities, advanced problem-solving capabilities, and adeptness in effectively managing and resolving customer complaints.

Work experience

Managed incoming calls, emails, and provided top-notch help desk support to clients on multiple operating systems including Windows, iOS, and Linux.
Skillfully configured systems, installed software, and performed hardware replacements as needed.
Collaborated with team members to innovate new help desk procedures and policies, enhancing efficiency and reducing costs.
Conducted thorough inventory reports and actively participated in weekly meetings with managers.
Delivered technical support and expertise, effectively resolving clients' IT related issues.
Communicated with customers through phone and email, managing over 50 calls and emails daily to ensure top-quality customer support.
Installed, maintained, and updated computer hardware and software.
Troubleshot complex networks, efficiently addressing threats and bugs.
Recognized as Employee of the Month twice.
Achieved First Class Honours in Computer Science with Business
Participated in Business Club, TEDx Club, and Riding Club to enhance professional development and networking opportunities.
Achieved Distinction upon graduation with Grade 1 (equivalent to A/excellent) in all 6 subjects.
Successfully completed the IB Diploma Programme with outstanding performance in all academic areas.
Demonstrated exceptional academic abilities by earning the highest grade possible in every subject.
Graduated with top honors in the IB Diploma Programme, showcasing a strong commitment to academic excellence.

Volunteering

Certificates.

Milan Šaržík — Certified Professional Résumé Writer

Milan Šaržík, CPRW

Milan’s work-life has been centered around job search for the past three years. He is a Certified Professional Résumé Writer (CPRW™) as well as an active member of the Professional Association of Résumé Writers & Careers Coaches (PARWCC™). Milan holds a record for creating the most career document samples for our help center – until today, he has written more than 500 resumes and cover letters for positions across various industries. On top of that, Milan has completed studies at multiple well-known institutions, including Harvard University, University of Glasgow, and Frankfurt School of Finance and Management.

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Help Desk Technician Resume Examples: Proven To Get You Hired In 2024

Hiring Manager for Help Desk Technician Roles

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Help Desk Technician
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Help Desk Technician Resume Tips

Help Desk Technician Resume Template

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

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

A help desk technician resume example that prioritizes work experience

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Recruiter Insight: Why this resume works in 2022

Tips to help you write your help desk technician resume in 2024, indicate your familiarity with agile principles..

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

Mention your abilities to cooperate with teams.

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

IT Support Specialist Resume Sample

It associate specialist resume sample.

As a hiring manager who has recruited for help desk technician roles at companies like Apple, Best Buy, and Dell, I've reviewed hundreds of resumes. The best ones always stand out by highlighting the candidate's technical skills, problem-solving abilities, and customer service experience. Here are some tips to make your help desk technician resume shine:

Showcase your technical skills

Hiring managers want to see that you have the technical skills required for the job. Make sure to:

Mention specific operating systems, software, and hardware you have experience with, such as Windows 10, macOS, Zendesk, or Cisco routers
Highlight any certifications you have, like CompTIA A+, Network+, or ITIL
Describe how you used your technical skills to solve complex problems, such as 'Resolved 95% of tier 1 tickets within SLA by troubleshooting issues with Windows, macOS, and Linux systems'

Bullet Point Samples for Help Desk Technician

Emphasize your customer service skills

Help desk technicians often work directly with customers, so strong communication and interpersonal skills are crucial. Avoid simply listing 'customer service' as a skill without context, like this:

Skills: Customer service, technical support, troubleshooting

Instead, provide specific examples of how you delivered excellent customer service:

Maintained a 98% customer satisfaction rating by actively listening to customers, clearly explaining technical concepts, and going above and beyond to resolve their issues
Received employee of the month award 3 times for consistently providing empathetic and patient support to frustrated customers

Quantify your impact

Where possible, use numbers and metrics to show the impact you had in your previous roles. This helps hiring managers understand the scope of your responsibilities and achievements. For example:

Handled an average of 50+ support tickets per day, consistently meeting or exceeding SLAs
Reduced average ticket resolution time by 25% by implementing a new ticketing system and training the team on best practices
Created a knowledge base with 100+ articles, reducing ticket volume by 20%

Tailor your resume to the job description

Customize your resume for each job you apply to by highlighting the skills and experience that match the requirements listed in the job description. For example, if the job emphasizes experience with a specific ticketing system, make sure to mention your expertise with that system prominently on your resume.

Job description requirement: Experience with Zendesk ticketing system Resume highlight: Zendesk power user with 3+ years of experience managing 50+ tickets per day, consistently meeting SLAs and maintaining a 95%+ customer satisfaction rating

Include relevant projects and achievements

If you have worked on any notable projects or have achievements that showcase your skills, include them on your resume. These could be:

Developing a training manual for new hires that reduced onboarding time by 30%
Collaborating with the IT team to implement a new remote support tool that increased first-call resolution rates by 15%
Volunteering at a local non-profit to provide technical support and training to underprivileged communities

By highlighting these projects and achievements, you demonstrate your initiative, problem-solving skills, and commitment to your field.

Use a clear and professional format

Make sure your resume is easy to read and looks professional. Use a clear font, consistent formatting, and bullet points to break up text. Avoid using flashy designs or graphics that distract from the content.

Remember, hiring managers often spend only a few seconds scanning each resume, so make sure your key skills and experiences stand out. By following these tips and tailoring your resume to each job, you'll increase your chances of landing an interview for your dream help desk technician role.

Writing Your Help Desk Technician Resume: Section By Section

summary.

A resume summary, also known as a professional summary or summary statement, is a short paragraph at the top of your resume that highlights your most relevant qualifications for the job you're applying for. While a summary is optional, it can be a powerful way to quickly convey your key strengths, experiences, and career goals to a hiring manager or recruiter.

When writing a summary for a Help Desk Technician position, focus on your technical skills, customer service experience, and problem-solving abilities. Avoid using an objective statement, as they are outdated and focus more on what you want rather than what you can offer the company. Instead, use your summary to provide additional context or details that may not be immediately apparent from the rest of your resume.

How to write a resume summary if you are applying for a Help Desk Technician resume

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

1. Highlight your technical expertise and soft skills

When crafting your Help Desk Technician resume summary, emphasize both your technical expertise and soft skills. Hiring managers are looking for candidates who not only possess the necessary technical knowledge but also have strong communication, problem-solving, and customer service skills. Consider including:

Specific technical skills relevant to the job, such as experience with ticketing systems, remote desktop support, or network troubleshooting
Soft skills like active listening, empathy, and patience that demonstrate your ability to provide excellent customer service
Certifications or training that showcase your expertise, such as CompTIA A+ or ITIL Foundation

Avoid simply listing generic soft skills without context, like this:

Hardworking, detail-oriented, and team player with excellent communication skills

Instead, demonstrate these skills through your accomplishments and experiences.

2. Quantify your achievements and impact

To make your Help Desk Technician resume summary more impactful, include quantifiable achievements that demonstrate your ability to drive results. This helps hiring managers understand the scope of your responsibilities and the value you can bring to their organization. For example:

Experienced Help Desk Technician with 5+ years of experience providing technical support for 500+ users. Achieved a 98% customer satisfaction rating and reduced average ticket resolution time by 25% through process improvements and automation.

In contrast, a summary without quantifiable achievements may come across as vague and less impressive:

Help Desk Technician with experience providing technical support to users. Skilled in troubleshooting and problem-solving.

By including specific numbers and percentages, you give hiring managers a clearer picture of your capabilities and potential impact.

Experience

Your work experience section is the heart of your resume. It's where you prove to employers that you have the skills and experience they need. Use these tips to write a compelling work experience section on your help desk technician resume:

1. Highlight your technical support experience

Employers want to see that you have experience providing technical support to users. Highlight any roles where you worked in a help desk, IT support, or customer service capacity.

Instead of just listing your responsibilities, focus on your achievements and the impact you made. Use metrics to quantify your success whenever possible.

Resolved an average of 50+ support tickets per day, consistently exceeding team targets by 15%
Achieved a 95% customer satisfaction rating based on post-interaction surveys
Reduced average ticket resolution time by 25% through developing a comprehensive knowledge base

2. Use strong, industry-specific action verbs

When describing your help desk experience, use strong, relevant action verbs to start each bullet point. This helps paint a vivid picture of your contributions in the hiring manager's mind.

Weak, generic verbs like "assisted" or "handled" don't effectively convey your value. Instead, try using powerful, industry-specific verbs like:

Troubleshot
Collaborated

Troubleshot and resolved complex technical issues for 200+ users across Windows and Mac OS X platforms, leading to a 30% reduction in ticket volume.

3. Showcase your technical skills and tools

Help desk technicians need a strong foundation of technical skills to diagnose and resolve user issues. Highlight the specific technical skills, tools, and methodologies you've used to succeed in your work experience section.

Some key areas to cover include:

Ticketing systems and help desk software (e.g. Zendesk, ServiceNow, Jira Service Desk)
Remote desktop and troubleshooting tools (TeamViewer, LogMeIn, Dameware)
Operating systems and platforms supported (Windows, macOS, iOS, Linux)
Scripting and programming languages (PowerShell, Python, SQL)
Networking technologies and concepts (TCP/IP, DNS, DHCP, Wi-Fi, VPNs)
Cybersecurity tools and best practices

Leveraged PowerShell scripting to automate common Active Directory management tasks, reducing manual effort by 2+ hours per week.

4. Highlight promotions and leadership experience

Have you been promoted in your help desk career? Make sure to showcase that in your work experience. Promotions are a strong signal to employers that you are a top performer and have grown your skills.

For example, instead of lumping it under one entry like this:

Help Desk Analyst, Acme Inc, 2018-2022

Break out each role to highlight your progression:

Senior Help Desk Analyst, Acme Inc, 2020-2022
Help Desk Analyst, Acme Inc, 2018-2020

Also highlight any leadership experience you've had, such as training new team members, managing projects, or proposing process improvements. Even if you don't have formal management experience, this shows your potential to grow.

Served as a technical mentor for 5 junior help desk analysts, providing training and guidance to improve troubleshooting skills and first call resolution rates.

Education

Your education section is a key part of your help desk technician resume. It shows hiring managers that you have the necessary training and knowledge for the job. Keep this section concise while highlighting your most relevant coursework and certifications.

1. Put your education section near the top if you're a recent grad

If you graduated within the last few years, your education is one of your biggest selling points. Put it right below your resume summary so hiring managers see it first.

Include your:

College name and location
Degree (Associate's or Bachelor's) and major
Graduation year
GPA (if above 3.5)
Relevant coursework, honors, or awards

EDUCATION Associate's Degree in Information Technology, 2022 Nashville State Community College, Nashville, TN Relevant Coursework: Computer Systems, Network Fundamentals, Help Desk Support GPA: 3.8

2. Highlight technical certifications to boost your credentials

Certifications demonstrate to employers that you have specific skills needed for help desk roles. Include them in your education section, especially if you don't have a degree.

Some top help desk certifications:

HDI-SCA (Help Desk Institute Support Center Analyst)
ITIL Foundation
Microsoft 365 Certified: Modern Desktop Administrator Associate

List the full certification name, acronym, and year earned:

CompTIA A+ Certification, 2021

3. Limit your education details if you're an experienced technician

If you've been working as a help desk technician for several years, your education becomes less important than your professional experience. Hiring managers will care more about the skills and knowledge you've gained on the job.

Keep your education section short:

B.S. in Computer Science University of Tennessee

Avoid listing dates that could lead to age discrimination:

B.S. in Information Technology, 1995
Nashville Tech, 1992-1995

Skills

The skills section of your help desk technician resume is a crucial component that showcases your technical expertise and qualifications to potential employers. It's an opportunity to highlight the specific skills and tools you've mastered that are relevant to the job you're applying for.

When crafting your skills section, it's important to be strategic and selective in the skills you choose to include. Focus on the hard skills and technical knowledge that are most relevant to the help desk technician role, and avoid listing generic or outdated skills that may not be as valuable to employers.

How To Write Your Skills Section - Help Desk Technician Roles

1. Highlight technical skills and tools

As a help desk technician, your technical skills and knowledge of specific tools and software are your most valuable assets. When listing your skills, be sure to include the specific technical skills and tools that are most relevant to the job you're applying for.

Some examples of technical skills and tools that may be relevant for a help desk technician include:

Operating Systems : Windows, macOS, Linux
Helpdesk Software : Zendesk, Freshdesk, ServiceNow
Remote Support Tools : TeamViewer, LogMeIn, VNC
Networking : TCP/IP, DNS, DHCP, VPN

By highlighting your proficiency in these specific skills and tools, you'll demonstrate to employers that you have the technical expertise needed to succeed in the role.

When listing your technical skills, consider using proficiency levels like "Expert" or "Proficient" to give employers a clear sense of your level of expertise. For example: "Windows (Expert), macOS (Proficient), Linux (Beginner)".

2. Tailor skills to the job description

One of the most effective ways to make your skills section stand out is to tailor it specifically to the job you're applying for. Many companies use Applicant Tracking Systems (ATS) to automatically screen resumes for specific keywords and skills, so it's important to include the skills and keywords that are mentioned in the job description.

For example, if the job description mentions specific helpdesk software like Zendesk or Freshdesk, be sure to include those skills in your skills section if you have experience with them. Similarly, if the job description emphasizes skills like troubleshooting or customer service, make sure to highlight those skills as well.

Skills Zendesk Troubleshooting Customer Service Remote Support

By tailoring your skills section to the specific job you're applying for, you'll increase your chances of getting past the initial ATS screening and catching the attention of the hiring manager.

To make sure your resume has the right skills and keywords to get past ATS and impress hiring managers, try using a tool like Targeted Resume from Resume Worded. It analyzes your resume against the job description and provides personalized feedback on which skills and keywords to include.

3. Avoid outdated or irrelevant skills

While it's important to highlight your technical skills and expertise, it's equally important to avoid including outdated or irrelevant skills that may not be valuable to employers. For example, listing skills like "MS Office" or "Windows 95" may make your resume seem outdated and out of touch with current technology.

Skills Windows 95 MS Office Typing Faxing

Instead, focus on highlighting the most current and relevant skills for the help desk technician role, such as knowledge of current operating systems, helpdesk software, and remote support tools.

Skills Windows 10 macOS Big Sur Zendesk TeamViewer

By avoiding outdated or irrelevant skills and focusing on the most current and valuable skills for the role, you'll demonstrate to employers that you're up-to-date with the latest technology and ready to hit the ground running in the help desk technician role.

Be cautious about including skills that may signal your age to employers, such as outdated programming languages or old versions of software. While age discrimination is illegal, some employers may unconsciously screen out older candidates based on outdated skills.

Skills For Help Desk Technician Resumes

Here are examples of popular skills from Help Desk Technician job descriptions that you can include on your resume.

Microsoft SQL Server
Operating Systems
Troubleshooting
Computer Hardware
Windows Server

Skills Word Cloud For Help Desk Technician Resumes

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

Top Help Desk Technician Skills and Keywords to Include On Your Resume

How to use these skills?

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Help Desk Technician Resumes

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COMMENTS

5 Help Desk Resume Examples Built to Work in 2024
3 Tips for Writing an Entry-Level Help Desk Resume. Highlight academic projects 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.
7 Best IT Help Desk Support Resume Examples for 2024
Help Desk Support, ABC Company, 2015 - Present. Provide technical support to end- users for hardware and software issues. Utilize problem- solving and diagnostic skills to resolve issues. Respond to user inquiries via phone, email, and chat. Maintain accurate records of customer interactions and system updates.
Help Desk Resume Examples, Template, & Writing Tips
Here's an effective help desk resume summary example: IT Help Desk Specialist with 6+ years of hands-on experience delivering technical support, managing IT operations, and supporting users with a variety of technical issues. Skilled in aligning end-user needs with long-term resolutions to complex IT challenges.
3 Service Desk Resume Examples for 2024
3 Service Desk Resume Examples - Here's What Works In 2024. If you consider yourself tech-savvy and have excellent problem-solving skills, a job at the service desk might suit you. The service desk has the purpose of helping users with incident resolution. They have two options: using the self-service support system to easily find answers to ...
Help Desk Resume Sample & Job Description [+Entry Level]
Let's look at some help desk resume examples for an entry-level position in practice: right. Secretarial Assistant. January 2010 - December 2010. Carson Logistics, LLC, New York, NY. Managed and delegated phone and online tickets for clients.
Entry Level Help Desk Resume Example & Essential Skills
Consider highlighting some of the following hard skills ( technical abilities) on your resume, depending on what specific skills the job description says the company is looking for: Tech support. Troubleshooting. Operating systems. Program testing software. Database management. Diagnostics.
Help Desk Support Resume Examples & Templates [2024]
Help desk support resume example (text version) Kathy Webster. San Francisco, CA 94015. (555) 555-5555. [email protected]. Professional Summary. Enthusiastic help desk support professional seeking to benefit an IT Department with complex technical knowledge and strong time management skills.
5 Help Desk Resume Examples & Guide for 2024
18 essential skills to highlight in your help desk resume. Desktop Support. Help Desk Manager. Service Desk Manager. Technical Support Manager. The customer is king. But as a help desk…. You're the king of customer service. Anyone can pick up the phone or respond to an email, but very few can do so efficiently.
Help Desk Support Resume: Examples and Best Practices
A well-crafted Help Desk Support Resume is critical for job seekers who want to land a Help Desk Support job. A Help Desk Support Resume serves as an introduction to the job candidate and provides a snapshot of their experience and qualifications. A Help Desk Support Resume that is poorly written or lacks information can immediately disqualify a candidate from consideration. Conversely, a well ...
IT Help Desk Resume: Examples and Guide [10+ Tips]
The length of a resume should be a single page for IT help desk jobs. Make sure your resume fills the page, but don't stretch it to two pages. The name of a resume file should be "Name - Job Title - Resume.pdf". Read more: What's the Difference Between a Resume and a Cover Letter. 2.
3 Help Desk Resume Examples for 2024
3 Help Desk Resume Examples - Here's What Works In 2024. As a help desk specialist, you keep the company up and running by providing technical support. Your role is to help both end-users and employees troubleshoot their issues with software or hardware. That is why help-desk professions are so important in any organization.
Help Desk Support Resume Samples
Help Desk Support Resume Examples & Samples. 1) Train and develop Level 1 & 2 Staff. 3) Recommend changes to improve systems and network configurations, and determine hardware or software requirements related to such changes. 4) Research new technology, and implement it or recommend its implementation.
IT Help Desk (Entry Level) Resume Examples for 2024
A recruiter-approved IT Help Desk (Entry Level) resume example in Google Docs and Word format, with insights from hiring managers in the industry. Updated for 2024. Resume Worded ... I received three times the number of profile views and had five recruiters pitching me jobs on LinkedIn. I can't thank you enough!" -Ashley L. Claim your free ...
IT Support Resume Examples (+ Help Desk & Technician)
Here's how to choose the best IT support skills: Create a spreadsheet. In column #1, list all your IT support skills. In column #2, list the IT support skills from the job description. In column #3, add the skills in both lists. Those are the best resume keywords because you can prove them and the company wants them.
Help Desk Support Representative Resume Examples
IT Help Desk Support Representative. 5/1/2017 - 9/1/2019. Company Name. City, State. Managed administrative server functions, including back-ups, upgrades, recovery, management of disk space, and more. Located root causes of technical errors and implemented prompt solutions. Member of the research and development team that evaluated and ...
Help Desk Resume Samples
Help Desk Representative Resume Examples & Samples. Ability to collaborate with level 1 and level ii on various projects and daily tasks. Ability to develop working relationships with the brooks brothers associates that this individual provides support to. Ability to work the hours of 2:00 Pm to 11:00 PM.
IT / Help Desk Resume Samples
Provide desktop and network support for the Information Technology customer base. 2) Manage Standard Operating Procedures, 10) Utilize TimeForce tracking tool to accurately record work effort/help tickets. 8) Provide professional support to the customer base with the expectation of single call resolution, and. Education.
Help Desk Resume Examples: Templates & Formats
A summary should be a two-to-three-line description of your achievements that will be covered later in your resume. Help desk resume summary examples: Focused help desk with 3+ years of experience monitoring configurations, trend analysis, and SNMP. Google IT Support, HubSpot Academy, and HDI certificated.
IT Help Desk Resume: 2023 Guide with 10+ IT Help Desk Examples
To understand why it is so, look at the two IT help desk resume examples give below. IT Help Desk Resume Example 1. Administered materials for training materials and conducted KTs to both small and large audiences every month. Trained 100+ non-IT employees on how to analyze & repair failures of hardware/software.
Helpdesk Resume Samples
Helpdesk Tech Resume Examples & Samples. Demonstrated ability to establish and maintain good rapport with your customers. Able to prioritize and adjust your approach when new issues come in. Able to work independently, or with other teams to resolve issues and identify opportunities for process improvements.
Help Desk Resume Summary Examples
Copy. Summary. Help Desk professional with a focus on customer satisfaction. Implemented a new ticketing system that improved response times by 30%. Experienced in training and managing a team of 5 service desk analysts. Proven track record in reducing issue resolution time by 25% across multiple companies.
Help Desk Specialist Resume Sample
Get hired faster & learn practical tricks for your own resume with our free, editable Help Desk Specialist resume sample. Copy-paste this resume example at no cost or rewrite it directly in our powerful resume maker. This resume was written by our experienced resume writers specifically for this profession. Create your resume now or edit this ...
Help Desk Technician Resume Examples for 2024
EXPERIENCE. Resume Worded. Senior Help Desk Specialist. Implemented a brand-new ticketing system with , leading to a 20% increase in timely issue resolution. Managed a team of 5 junior technicians to troubleshoot technical issues, increasing individual team member efficiency by 15%. Led a transition to a more efficient system, , reducing server ...