it service desk engineer resume

IT Service Desk Resume Sample

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Work Experience

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

Professional Skills

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

How to write IT Service Desk Resume

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

• Your contact information
• Work experience
• Skill listing

Contact Information For IT Service Desk Resume

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

• First and last name
• Telephone number

Work Experience in Your IT Service Desk Resume

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

Representative IT Service Desk resume experience can include:

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

Education on an IT Service Desk Resume

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

Additional details to include:

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

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

Professional Skills in IT Service Desk Resume

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

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

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

List of Typical Experience For an IT Service Desk Resume

Experience for manager, it service desk resume.

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

Experience For IT Service Desk Supervisor Resume

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

Experience For IT Service Desk Coordinator Resume

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

Experience For IT Service Desk Engineer Resume

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

Experience For IT Service Desk Agent Resume

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

Experience For It-service Desk Analyst Resume

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

Experience For IT Service Desk Shift Supervisor Resume

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

Experience For IT Service Desk Change & Project Process Coordin Resume

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

Experience For Technical IT Service Desk Analyst Resume

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

Experience For IT Service Desk, Department Manager Resume

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

List of Typical Skills For an IT Service Desk Resume

Skills for manager, it service desk resume.

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

Skills For IT Service Desk Supervisor Resume

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

Skills For IT Service Desk Coordinator Resume

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

Skills For IT Service Desk Engineer Resume

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

Skills For IT Service Desk Agent Resume

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

Skills For It-service Desk Analyst Resume

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

Skills For IT Service Desk Shift Supervisor Resume

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

Skills For IT Service Desk Change & Project Process Coordin Resume

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

Skills For Technical IT Service Desk Analyst Resume

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

Skills For IT Service Desk, Department Manager Resume

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

List of Typical Responsibilities For an IT Service Desk Resume

Responsibilities for manager, it service desk resume.

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

Responsibilities For IT Service Desk Supervisor Resume

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

Responsibilities For IT Service Desk Coordinator Resume

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

Responsibilities For IT Service Desk Engineer Resume

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

Responsibilities For IT Service Desk Agent Resume

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

Responsibilities For It-service Desk Analyst Resume

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

Responsibilities For IT Service Desk Shift Supervisor Resume

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

Responsibilities For IT Service Desk Change & Project Process Coordin Resume

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

Responsibilities For Technical IT Service Desk Analyst Resume

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

Responsibilities For IT Service Desk, Department Manager Resume

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

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Service Desk Analyst Resume Examples and Templates

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

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

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

How to Write a Service Desk Analyst Resume?

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

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

How to Write Your Service Desk Analyst Resume Header?

Write the perfect Service Desk Analyst resume header by:

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

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

• Good Service Desk Analyst Resume Example - Header Section

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

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

• [email protected] - [email protected]
• [email protected] - [email protected]
• [email protected] - [email protected]
• [email protected] - [email protected]
• [email protected] - [email protected]
• [email protected] - [email protected]

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

How to Write a Professional Service Desk Analyst Resume Summary?

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

How to Write a Service Desk Analyst Resume Experience Section?

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

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

Service Desk Analyst Resume Example

Service Desk Analyst

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

IT Service Desk Analyst Resume Example

IT Service Desk Analyst

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

Service Desk Analyst (Intern) Resume Example

Service Desk Analyst (Intern)

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

Senior Service Desk Analyst Resume Example

Senior Service Desk Analyst

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

Multilingual Service Desk Analyst Resume Example

Multilingual Service Desk Analyst

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

Top Service Desk Analyst Resume Skills for 2023

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

How Long Should my Service Desk Analyst Resume be?

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

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

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

5 Service Desk Analyst Resume Examples & Guide for 2024

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

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Resume Guide

Styling your service desk analyst resume: layout and format.

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

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

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

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

Dive into our concise guide to learn how to:

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

Recommended reads:

• IT System Administrator resume
• Windows System Administrator resume
• Product Support Specialist resume
• Application Support Analyst resume
• Application Support Specialist resume

Pondering the ideal length for your service desk analyst resume? Experts suggest keeping it between one and two pages. Opt for the two-page format if you boast over a decade of pertinent experience. Moreover, the resume format you choose is pivotal in showcasing your experience. Consider the:

• Reverse-chronological resume format to spotlight your career journey;
• Functional skill-based resume format if you're light on experience but want to emphasize skills;
• Hybrid resume format to provide recruiters a comprehensive view of both your experience and skills.

Here are some additional tips for your service desk analyst resume layout :

• Keep your headline straightforward: mention the job you're targeting, a notable certification abbreviation, or your professional specialty;
• Always customize your service desk analyst resume for the specific role, aligning job requirements with your experience in various resume sections;
• After finalizing your resume, save it as a PDF (unless instructed otherwise) to maintain its readability and layout consistency.

Upload your resume

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

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

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

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

What recruiters want to see on your resume:

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

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

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

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

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

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

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

Quantifying impact on your resume

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

Strategies for candidates with limited or no experience

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

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

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

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

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

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

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

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

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

Top skills for your service desk analyst resume

ITIL Knowledge

Issue Tracking Systems (like JIRA)

Knowledge of Operating Systems (Windows, MacOS, Linux)

Troubleshooting Hardware/Software Issues

Understanding of Network Technologies (LAN, WAN, VPN)

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

Ticketing System Experience (like ServiceNow)

Remote Desktop Tools

Basic Programming Knowledge

Cybersecurity Principles

Problem Solving

Communication Skills

Customer Service Orientation

Time Management

Adaptability

Attention to Detail

Teamwork and Collaboration

Critical Thinking

Multitasking

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

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

For the education section :

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

When listing degrees and certifications:

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

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

Best certifications to list on your resume

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

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

• Expected Graduation Date Resume
• Activities Resume for College

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

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

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

Resume summary and objective examples for a service desk analyst resume

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

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

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

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5 Amazing service desk analyst Resume Examples (Updated 2023) + Skills & Job Descriptions

Build your resume in 15 minutes, service desk analyst: resume samples & writing guide, employment history.

• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Train computer users
• Respond to email messages for customers seeking help
• Monitor service desk for tickets assigned to the queue and process first-in first-out based on priority
• Provide prompt and accurate feedback to customers
• Follow up with customers to ensure their technical issues have been resolved

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Marcus White

• Diagnose and troubleshoot technical issues
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
• Identify and suggest possible improvements on procedures
• Research questions using available resources
• Maintain daily performance of computer systems
• Install, modify, and repair computer hardware and software
• Ensure proper recording, documentation and closure of all issues

Professional Summary

• Respond to queries either in person, via email, or over the phone

Derek Jones

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Table of Content

• Introduction
• Resume Samples & Writing Guide
• Resume Example 1
• Resume Example 2
• Resume Example 3
• Resume Example 4
• Resume Example 5
• Jobs Description
• Jobs Skills
• Technical Skills
• Soft Skills
• How to Improve Your Resume
• How to Optimize Your Resume
• Cover Letter Example

service desk analyst Job Descriptions; Explained

If you're applying for an service desk analyst position, it's important to tailor your resume to the specific job requirements in order to differentiate yourself from other candidates. Including accurate and relevant information that directly aligns with the job description can greatly increase your chances of securing an interview with potential employers. When crafting your resume, be sure to use action verbs and a clear, concise format to highlight your relevant skills and experience. Remember, the job description is your first opportunity to make an impression on recruiters, so pay close attention to the details and make sure you're presenting yourself in the best possible light.

service desk analyst

• Assist users in resolving IT related concerns such as but not limited to active directory troubleshooting, mobile phone and network troubleshooting, basic SAP applications troubleshooting, printer issues, etc. 
• Troubleshoot basic hardware issues with regards to their devices, laptops and other peripheral devices 
• Provide assistance in usage of different Microsoft Office applications such as Excel, Word, Powerpoint, Outlook) 
• Addresses, logs and manages calls from clients through phone and email 
• Escalate unresolved incidents to higher technical support to ensure faster turnaround 
• Act as the single point of contact for phone calls and emails regarding IT issues and inquiries 
• Take ownership of user issues and follow up the status of issues on behalf of the users and communicate it back to them in timely manner to ensure resolution 
•  Providing 1st level telephone and email based support to customers
•  Providing first contact and convey resolution to customer issues
• Properly escalate unresolved queries to the next level of support.
•  Track, route and redirected problems to correct resource
• Update customer data and produce activity reports.
• Provide IT support to multiple clients which includes Wesfarmers Insurance, OZ Minerals, Queensland Alumina Ltd and Qube Logistics.
• Log and resolve the Incidents and Service Requests within the time limits defined in the SLA’s.
• Serve as first line of support to meet customer needs. Ensure that all inbound customer phone calls, emails, voicemails and ‘walk-ins’ are promptly answered/responded to and logged immediately within the online Service Desk System.
• Develop documentation, help sheets, usage guides, and FAQ lists for end users.
• Comply to and enforce IT policies and procedures.
• First contact to end user’s and document their quires / issues.
• Confer with users or conduct computer diagnostics to investigate and resolve problems related to Lotus Domino application.
• Provide technical assistance and support.
• Install and perform minor repairs to software or installation specifications.
• Develop training materials and procedures in order to train users in the proper use of the Lotus software.
• Receiving calls, first-line customer liaison
• Recording and tracking incidents and complaints
• Keeping customers informed on request status and progress
• Making an initial assessment of requests, attempting to resolve them or refer them to someone who can
• Monitoring and escalation procedures relative to the appropriate SLAs
• Coordinating second-line and third line support
• Releases advisory for upcoming server maintenance

service desk analyst Job Skills

For an service desk analyst position, your job skills are a key factor in demonstrating your value to the company and showing recruiters that you're the ight fit for the role. It's important to be specific when highlighting your skills and ensure that they are directly aligned with the job requirements, as this can greatly improve your chances of being hired. By showcasing your relevant skills and experience, you can make a compelling case for why you're the best candidate for the job.

How to include technical skills in your resume:

Technical skills are a set of specialized abilities and knowledge required to perform a particular job effectively. Some examples of technical skills are data analysis, project management, software proficiency, and programming languages, to name a few. Add the technical skills that will get hired in your career field with our simple-to-use resume builder. Select your desired resume template, once you reach the skills section of the builder, manually write in the skill or simply click on "Add more skills". This will automatically generate the best skills for your career field, choose your skill level, and hit "Save & Next."

• Network Administration
• System Administration
• Cyber Security
• Help Desk Support
• Technical Writing
• Operating Systems
• Troubleshooting
• Hardware Maintenance
• Software Installation
• Network Troubleshooting
• Cloud Computing
• System Troubleshooting
• Active Directory
• Virtualization
• Security Protocols
• System Monitoring
• Computer Programming

How to include soft skills in your resume:

Soft skills are non-technical skills that relate to how you work and that can be used in any job. Including soft skills such as time management, creative thinking, teamwork, and conflict resolution demonstrate your problem-solving abilities and show that you navigate challenges and changes in the workplace efficiently. Add competitive soft skills to make your resume stand-out to recruiters! Simply select your preferred resume template in the skills section, enter the skills manually or use the "Add more skills" option. Our resume builder will generate the most relevant soft skills for your career path. Choose your proficiency level for each skill, and then click "Save & Next" to proceed to the next section.

• Communication
• Interpersonal
• Time Management
• Problem Solving
• Decision Making
• Critical Thinking
• Adaptability
• Organization
• Public Speaking
• Negotiation
• Conflict Resolution
• Attention to Detail
• Self-Motivation
• Stress Management
• Collaboration
• Strategic Thinking
• Emotional Intelligence
• Flexibility
• Reliability
• Professionalism
• Computer Literacy
• Data Analysis
• Project Management
• Customer Service
• Presentation
• Written Communication
• Social Media
• Quality Assurance
• Supervisory
• Risk Management
• Database Management
• Documentation
• Financial Management
• Visualization
• Business Acumen
• Process Improvement
• Relationship Management.

How to Improve Your service desk analyst Resume

Navigating resume pitfalls can mean the difference between landing an interview or not. Missing job descriptions or unexplained work history gaps can cause recruiters to hesitate. Let's not even talk about the impact of bad grammar, and forgetting your contact info could leave your potential employer hanging. Aim to be comprehensive, concise, and accurate.

Tony Parker

Provide your contact information and address year gaps, always explain any gaps in your work history to your advantage..

• Employers want to know what you've accomplished, so make sure to explain any gaps using a professional summary.
• Adding extra details and context to explain why you have a gap in your work history shows employers you are a good fit for the position.

How to Optimize Your service desk analyst Resume

Keep an eye out for these resume traps. Neglecting to detail your job roles or explain gaps in your career can lead to unnecessary doubts. Grammar blunders can reflect negatively on you, and without contact information, how can employers reach you? Be meticulous and complete.

Jake Franklin

• Provovide prompt and acurate feedback to customers
• Ensure propper recording, documentaion and closure of all issues
• Reserach questions using availible resources
• Respond to querys either in person, via email, or over the phone
• Train computer userss
• Follow up with customerss to ensure their technical issues have been resolv'd
• "I like to eat pizza
• I like too eat pizza.

Include Job Descriptions and Avoid Bad Grammar

Avoid sending a wrong first impression by proofreading your resume..

• Spelling and typos are the most common mistakes recruiters see in resumes and by simply avoiding them you can move ahead on the hiring process.
• Before submitting your resume, double check to avoid typos.

service desk analyst Cover Letter Example

A cover letter can be a valuable addition to your job application when applying for an service desk analyst position. Cover letters provide a concise summary of your qualifications, skills, and experience, also it also gives you an opportunity to explain why you're the best fit for the job. Crafting a cover letter that showcases your relevant experience and enthusiasm for the Accounts Payable role can significantly improve your chances of securing an interview.

Dear Hiring Committee

I am a highly motivated and experienced Service Desk Analyst with 7 years of experience in Information Technology (IT). I am excited to apply for the Chief Service Desk Analyst position at Accenture, where I am confident that I can contribute to your organization's success.

As someone who has always been driven by a desire to solve complex problems and make a difference in the world, I have pursued opportunities to learn and grow throughout my life. My experience in this field has equipped me with valuable skills such as Quality Assurance and Communication that have planted in me a great work ethic. I am excited to apply these skills and my enthusiasm for Information Technology (IT) to the role and contribute to your organization's success.

Thank you for considering my application for the Chief Service Desk Analyst position. With my skills and the amazing team at this organization, I am assured that I can contribute to your organization's success and make a meaningful impact. Looking forward to a future where we can work together.

Showcase your most significant accomplishments and qualifications with this cover letter. Personalize this cover letter in just few minutes with our user-friendly tool!

Related Resumes & Cover Letters

Contemporary

Professional

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1 Service Desk Technician Resume Example for Your 2024 Job Search

Service Desk Technicians are the troubleshooters and problem-solvers of the tech world, always ready to provide solutions and support. Like a well-crafted resume, a Service Desk Technician must quickly diagnose issues and present clear, effective resolutions to the end-user. Both are essential tools in bridging the gap between capability and opportunity, ensuring smooth operations and successful outcomes. In this guide, we'll explore how to construct a Service Desk Technician resume that effectively communicates your technical proficiency and customer service excellence.

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Common Responsibilities Listed on Service Desk Technician Resumes:

• Respond to incoming requests for IT support via phone, email, chat, or in person.
• Troubleshoot hardware and software issues, including desktops, laptops, printers, and mobile devices.
• Log all service desk interactions and document problem resolution steps in a ticketing system.
• Escalate complex issues to higher-level technical staff and follow up on the resolution.
• Assist users with account management tasks such as password resets, user account creation, and access permissions.
• Install, configure, and update software applications, drivers, and operating systems.
• Provide basic training and guidance to users on new systems or software applications.
• Perform routine maintenance tasks for IT systems, such as backups and patch management.
• Monitor IT systems and respond to security or usability concerns.
• Coordinate with vendors for the repair of hardware under warranty or service contracts.
• Assist in the inventory management of IT assets, including tracking and auditing hardware and software licenses.
• Participate in IT projects, such as rollouts of new applications or hardware upgrades.

You can use the examples above as a starting point to help you brainstorm tasks, accomplishments for your work experience section.

Service Desk Technician Resume Example:

• Streamlined the service request process by implementing an automated ticketing system, reducing response time by 40% and increasing customer satisfaction ratings by 30% within the first quarter of deployment.
• Developed and led a workstation optimization project that resulted in a 50% reduction in hardware-related incidents, significantly improving system uptime and employee productivity.
• Orchestrated a company-wide security patch update campaign, achieving 100% compliance within two weeks and enhancing the organization's security posture against potential vulnerabilities.
• Championed a remote support initiative that enabled efficient troubleshooting for off-site employees, leading to a 35% decrease in in-person IT support requests and a 20% increase in resolution speed for remote incidents.
• Conducted comprehensive training sessions on new software tools, resulting in a 25% improvement in user proficiency and a reduction in software-related service tickets by 15%.
• Played a pivotal role in the migration of user accounts to a cloud-based platform, ensuring seamless access to corporate resources and reducing account-related incidents by 40%.
• Resolved an average of 100+ service requests per week, maintaining a resolution rate of 95% within the targeted SLA, thereby upholding the IT department's reputation for reliability and efficiency.
• Facilitated the transition to a new email system for 500+ users, including data migration and user training, resulting in zero downtime and a 10% improvement in reported user experience.
• Implemented a proactive maintenance schedule for IT assets that decreased equipment failure rates by 60%, extending the lifecycle of IT hardware and reducing annual procurement costs by 20%.
• Technical support and troubleshooting
• IT service management (ITSM)
• Knowledge of automated ticketing systems
• Project management
• Hardware and software optimization
• Security patch deployment
• Remote support and virtual assistance
• Training and user education
• Cloud services administration
• Service level agreement (SLA) adherence
• Email system migration and support
• Proactive IT asset maintenance
• Customer service excellence
• Incident management
• Process improvement
• Change management
• Vendor management
• Documentation and reporting
• Team leadership and collaboration
• Time management and prioritization

High Level Resume Tips for Service Desk Technicians:

Must-have information for a service desk technician resume:.

• Contact Information
• Resume Headline
• Resume Summary or Objective
• Work Experience & Achievements
• Skills & Competencies
• Certifications/Training

Let's start with resume headlines.

Why Resume Headlines & Titles are Important for Service Desk Technicians:

Service desk technician resume headline examples:, strong headlines.

• These headlines are compelling because they immediately convey the candidate's experience level, areas of expertise, and quantifiable achievements. They reflect the technician's ability to handle demanding work environments, improve efficiency, and ensure system reliability, which are critical competencies that hiring managers seek in Service Desk Technicians.

Weak Headlines

• The headlines lack quantifiable achievements, specific technical skills, and do not mention any unique qualifications or certifications that could set the candidate apart. They are also vague and do not address the level of expertise or the types of environments or industries in which the technician has experience, which are critical details that could attract a hiring manager's attention.

Writing an Exceptional Service Desk Technician Resume Summary:

Service desk technician resume summary examples:, strong summaries.

• These summaries are strong because they each highlight specific achievements and metrics that demonstrate the Service Desk Technician's impact on their previous organizations, such as reducing system downtime and ticket volume. They also showcase a blend of technical skills, industry-specific knowledge, and soft skills like communication and empathy, which are crucial for a role that involves direct interaction with end-users. This combination of quantifiable results and relevant competencies makes these candidates highly attractive to potential employers.

Weak Summaries

• The summaries provided are weak because they are generic and lack specificity. They do not quantify the candidates' experience or achievements, nor do they highlight any specialized skills or certifications that set them apart from other candidates. They fail to mention any metrics or specific technologies that the candidates are proficient in, which are critical details that hiring managers look for in Service Desk Technicians. Additionally, they do not address the candidates' ability to work in fast-paced environments or their experience with particular ticketing systems or ITIL frameworks, which are often key aspects of the role.

Resume Objective Examples for Service Desk Technicians:

Strong objectives.

• These objectives are strong for up-and-coming Service Desk Technicians because they highlight the candidates' enthusiasm for technology, relevant education, and certifications, as well as their commitment to customer service. They demonstrate a clear understanding of the role's requirements and express a desire to apply their skills to contribute positively to the hiring organization, which is appealing to employers looking for proactive and goal-oriented team members.

Weak Objectives

• These objectives are weak because they are vague and fail to convey the candidate's specific qualifications, technical skills, or areas of expertise. They also lack measurable achievements or experiences that could set the candidate apart from others. Additionally, they do not address how the candidate's contributions could benefit the potential employer, which is a key aspect that hiring managers look for in a resume objective.

Generate Your Resume Summary with AI

Speed up your resume creation process with the ai resume builder . generate tailored resume summaries in seconds., how to impress with your service desk technician work experience:, best practices for your work experience section:.

• Highlight your problem-solving skills by detailing specific technical issues you've resolved, including the complexity of the problems and the solutions you implemented.
• Quantify your impact by mentioning the volume of support tickets you've handled or the percentage of issues you've resolved on the first call/contact.
• Emphasize your proficiency with various help desk software and tools, such as ticketing systems, remote support software, and knowledge bases, and how you've used them to improve service efficiency.
• Showcase your communication skills by describing how you've effectively communicated technical information to non-technical users, ensuring customer satisfaction and understanding.
• Illustrate your role in any team-based initiatives, such as contributing to a reduction in average ticket resolution time or improving the service desk's customer satisfaction scores.
• Detail any training or mentoring you've provided to new team members or how you've contributed to the development of service desk procedures and documentation.
• Discuss any involvement in IT projects beyond the service desk, such as system upgrades or rollouts, and how you supported these from a service perspective.
• Include any certifications or ongoing education you've completed that are relevant to the role, such as CompTIA A+, ITIL, or Microsoft Certified Professional, to demonstrate your commitment to professional development.
• Mention any recognition you've received for outstanding service, such as 'Employee of the Month' awards or positive feedback from customers and peers.
• Ensure that the language you use is aligned with the job description, incorporating keywords and phrases that are common in the industry and relevant to the service desk technician role.

Example Work Experiences for Service Desk Technicians:

Strong experiences.

• Resolved an average of 30+ technical support tickets per day, maintaining a 98% customer satisfaction rating and consistently exceeding the service level agreement (SLA) response time by 20%.
• Developed and maintained a comprehensive knowledge base, reducing ticket resolution time by 35% and empowering users to self-resolve recurring issues, which decreased overall ticket volume by 15%.
• Championed the adoption of remote support tools, enabling the service desk to increase first-call resolution rates by 40% and reduce the need for in-person support, saving the company an estimated $50,000 annually in operational costs.
• The experiences listed for the Service Desk Technician are impactful because they demonstrate a high level of customer service, initiative in improving support processes, and a focus on cost-saving measures. Each example includes specific metrics that quantify the technician's achievements, such as customer satisfaction ratings, ticket resolution improvements, and financial savings, which are key indicators of their effectiveness and efficiency in the role. This data-driven approach to describing work experience is compelling to hiring managers as it provides clear evidence of the candidate's ability to deliver results and contribute positively to the organization.

Weak Experiences

• Assisted users with troubleshooting common software issues, ensuring they could return to work with minimal downtime.
• Documented incident resolutions in the service desk system to keep a record of user interactions and solutions provided.
• Participated in weekly team meetings to discuss ongoing issues and share knowledge with colleagues.
• Provided technical support over the phone and via email, addressing a variety of user problems with company software and hardware.
• Helped with setting up new workstations for employees, including installing necessary software and ensuring network connectivity.
• Contributed to the maintenance of the internal knowledge base by adding new solutions and updating existing documentation.
• Responded to service desk tickets in a timely manner, aiming to resolve user issues quickly and efficiently.
• Collaborated with other IT departments to escalate complex issues that could not be resolved at the first level of support.
• Conducted basic training sessions for staff on new software applications and updates to existing systems.
• The examples provided are weak because they are vague and do not convey the scope or scale of the technician's responsibilities and achievements. They lack specific details such as the number of users supported, the complexity of issues resolved, or the impact of their actions on reducing downtime or improving system efficiency. To strengthen these bullet points, the candidate should include metrics and statistics to quantify their work, use more descriptive action verbs, and highlight any unique contributions or improvements they made to the service desk operations.

Top Skills & Keywords for Service Desk Technician Resumes:

Top hard & soft skills for service desk technicians, hard skills.

• Technical Support and Troubleshooting
• Knowledge of Operating Systems (Windows, macOS, Linux)
• Understanding of Network Fundamentals (TCP/IP, DNS, DHCP)
• Proficiency in Help Desk Software (e.g., Zendesk, ServiceNow)
• Hardware Installation, Configuration, and Repair
• Software Installation and Configuration
• Active Directory Management
• IT Service Management (ITSM) Principles
• Remote Desktop Support
• Incident and Problem Management
• Customer Service Skills
• IT Security Best Practices

Soft Skills

• Communication Skills
• Problem-Solving Abilities
• Patience and Understanding
• Customer Service Orientation
• Active Listening
• Empathy and Compassion
• Adaptability and Flexibility
• Teamwork and Collaboration
• Time Management and Prioritization
• Conflict Resolution
• Stress Tolerance and Composure
• Technical Aptitude and Learning Agility

Go Above & Beyond with a Service Desk Technician Cover Letter

Service desk technician cover letter example: (based on resume), resume faqs for service desk technicians:, how long should i make my service desk technician resume.

The ideal length for a Service Desk Technician resume is typically one to two pages, depending on your experience and the depth of your technical skills. Here's how to ensure your resume is both concise and comprehensive: **Relevance is key:** Focus on including experience and skills that are directly related to the role of a Service Desk Technician. Highlight your technical proficiencies, problem-solving abilities, and customer service experience. Prioritize your most recent and relevant positions and consider omitting older or less pertinent roles. **Be succinct:** Use clear, concise language to describe your responsibilities and achievements. Bullet points can help organize information and make it easier for hiring managers to scan. For each role, include key accomplishments that showcase your ability to support and resolve technical issues efficiently. **Quantify your impact:** Whenever possible, use numbers to quantify your successes. For example, mention how many tickets you resolved daily or the percentage by which you increased customer satisfaction. This provides concrete evidence of your effectiveness in the role. **Tailor your resume:** Customize your resume for each application, emphasizing the skills and experiences that align with the job description. This not only shows that you're a good fit for the position but also helps keep your resume length in check by removing less relevant details. **Education and certifications:** Include your relevant educational background and any certifications that are important for a Service Desk Technician, such as CompTIA A+ or ITIL® Foundation. If you have many certifications, consider listing only the most recent or significant ones to save space. **Professional layout:** Use a clean, professional layout that allows for white space. This improves readability and ensures that your resume doesn't appear cluttered, allowing key points to stand out more effectively. In summary, aim for a one-page resume if you have less than 10 years of experience or are new to the field. If you have a longer career history or extensive technical expertise, a two-page resume is acceptable to cover your qualifications adequately. Always remember that the quality of the content is more important than the quantity, so every item on your resume should be there for a reason.

What is the best way to format a Service Desk Technician resume?

The ideal resume format for a Service Desk Technician should be structured to highlight your technical skills, experience in customer support, and ability to solve problems efficiently. Here's how to craft a resume that stands out: **Clear and Professional Layout:** Choose a clean, professional layout that allows for easy navigation. Avoid clutter and use white space effectively to separate different sections of your resume. **Contact Information:** At the top, clearly list your name, phone number, email address, and LinkedIn profile (if applicable). Make sure your contact information is accurate and professional. **Summary or Objective:** Start with a brief summary or objective that outlines your career goals and what you bring to the table. This should be a concise statement that captures your core competencies and enthusiasm for customer service. **Technical Skills Section:** Create a dedicated section for your technical skills. List the systems, software, and tools you are proficient in, such as ticketing systems, remote desktop support, and knowledge of various operating systems and hardware. **Professional Experience:** List your work experience in reverse chronological order, starting with your current or most recent job. For each position, include your job title, the company name, and the dates of employment. Use bullet points to detail your responsibilities and achievements, focusing on those that demonstrate your problem-solving abilities, customer service skills, and technical knowledge. **Achievements and Metrics:** Whenever possible, quantify your achievements with metrics. For example, mention how you improved ticket response times or customer satisfaction scores. This provides concrete evidence of your impact in previous roles. **Education and Certifications:** Include your educational background, starting with the highest level of education attained. Also, list any relevant certifications that pertain to the role of a Service Desk Technician, such as CompTIA A+, ITIL, or Microsoft Certified Professional. **Professional Development:** If you have attended workshops, seminars, or courses that have enhanced your skills as a Service Desk Technician, include these in a separate section. This shows your commitment to staying current in your field. **Optional Sections:** Depending on your experience, you may also want to include sections for volunteer work, languages spoken, or any relevant projects that showcase your abilities. Remember, the goal is to create a resume that is not only informative but also easy to read. Use a standard, professional font and ensure that your formatting is consistent throughout the document. Tailor your resume to the job description, emphasizing the skills and experiences that are most

Which Service Desk Technician skills are most important to highlight in a resume?

As a Service Desk Technician, it's important to highlight keywords and action verbs that showcase your technical skills, customer service abilities, and experience in IT support. Here are some keywords and action verbs to consider incorporating into your resume: Keywords: - Technical Support - Help Desk - Customer Service - Troubleshooting - Ticketing Systems (e.g., JIRA, ServiceNow) - ITIL Framework - Network Support - Hardware/Software Installation - User Training - Incident Management - Problem Resolution - SLA (Service Level Agreement) - Remote Support - Active Directory - VPN (Virtual Private Network) - Operating Systems (e.g., Windows, macOS, Linux) - Cybersecurity - Data Backup and Recovery - Patch Management - Documentation Action Verbs: - Resolved - Diagnosed - Managed - Assisted - Implemented - Configured - Supported - Trained - Upgraded - Monitored - Streamlined - Coordinated - Communicated - Documented - Facilitated - Collaborated - Delivered - Enhanced Remember to use these keywords and action verbs in the context of your achievements and responsibilities. For example, rather than saying "Responsible for troubleshooting," you could say "Diagnosed and resolved complex network issues, reducing system downtime by 20%." This not only demonstrates your skills but also quantifies your impact. Tailor your resume to the job description, as some employers may use applicant tracking systems that scan for specific keywords related to the position.

How should you write a resume if you have no experience as a Service Desk Technician?

Crafting a resume as an aspiring Service Desk Technician without direct experience can be a challenge, but with the right approach, you can present yourself as a strong candidate. Here’s how to structure your resume to highlight your potential: Focus on Transferable Skills: Identify and emphasize skills from other jobs or life experiences that are relevant to a Service Desk Technician role. These might include customer service, problem-solving, communication, technical troubleshooting, and the ability to work under pressure. Provide examples of how you've used these skills in past experiences. Highlight Technical Proficiency: Even if you haven't worked in a service desk environment, any technical skills you possess are valuable. List any IT-related knowledge you have, such as familiarity with operating systems (Windows, macOS, Linux), software applications, hardware components, or networking basics. Showcase Educational Background: Include any IT or computer science-related education, even if it's not complete. If you've taken courses in IT support, network administration, or any other relevant field, make sure to list them. Certifications, such as CompTIA A+ or ITIL Foundation, can also significantly boost your resume. Detail Relevant Projects or Volunteer Work: If you've completed any projects or volunteered in roles that required technical support skills, describe these experiences. Explain the tasks you performed, the technologies you used, and the outcomes of your efforts. Demonstrate a Commitment to Learning: Service Desk Technicians need to stay current with technology trends and best practices. Mention any self-study, online courses, webinars, or workshops you've attended that relate to IT support and service management. Include Soft Skills: Service Desk Technicians must have excellent interpersonal skills. Highlight your ability to listen, empathize, and communicate effectively with users. If you have experience in customer-facing roles, draw parallels to how those skills will help in providing excellent IT support. Quantify Achievements: Whenever possible, use numbers to quantify your achievements in previous roles. For example, if you improved customer satisfaction in a retail job, mention the percentage increase. This demonstrates your impact and effectiveness. By focusing on these areas, you can create a compelling resume that showcases your readiness to transition into a Service Desk Technician role, despite not having direct experience in the field. Remember, your goal is to show potential employers that you have a solid foundation of skills and the eagerness to learn and grow in the IT support domain.

Compare Your Service Desk Technician Resume to a Job Description:

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

Related Resumes for Service Desk Technicians:

Service desk technician resume example, more resume guidance:.

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Service Desk Lead Resume Samples

The guide to resume tailoring.

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

• Performs first-level network administration duties including permission assignment, password management and access control
• Provide live assistance via a live service center technician IAW the BASS for all USSTRATCOM IT systems
• Assist in maintaining the Alerts and Announcements in the service management application
• Act as escalation point and expert for the entire team. Assist with leading and directing of work for broader team on projects and initiatives
• Analyzes problem trends and provides Help Desk Management with statistical data
• Participate in the workstation lifecycle management –automated deployment of new machines and user profile migration
• Can serve as the leader of the Service Desk in the absence of the Manager
• Assign, monitor and maintain technician staffing levels to ensure coverage for normal business day and after-hours shifts (24 x 7 x 365 days)
• Monitor the Global IT Service Desk Queue to ensure customer support tickets are properly categorized, including SLA selection, incident/service description, and technician assignment
• Provide direct support to a large population of Windows and Macintosh clients in a network and desktop maintenance and troubleshooting capacity, including associated peripheral equipment
• Log all customer problem calls and walk-ups, document desk-side and remote support, and update status information in the client support ticket
• Act as the primary contact to handle critical incidents and VIP services tickets, and promptly escalate user problems and complaints to Senior IT management
• With Senior IT management support, ensure service desk team KPIs are monitored and evaluated, actions are assigned and taken accordingly, and assessment information related to IT Ticket analysis and established KPIs are reported
• Coordinate and assist in the purchase, installation, configuration, maintenance, and repair of desktops, notebooks, mobile communications devices, printers, and other peripherals used in office areas
• Provide first line technical support to computer customers with questions regarding account administration, distribution of software and documentation, system and network status, and incident entry via incident management tool
• Train and coach analysts
• Percentage of time allotted to call taking can vary from 30-75% depending on contact volume
• Responsible for contact logging by ensuring that the analysts adhere to documentation guidelines
• Meet one-on-one with team members outline new procedures, provide coaching, discuss incident quality evaluations
• Report to senior managers on any issue that could significantly impact the business
• Ensure that staff take ownership of user problems and be proactive when dealing with user issues
• 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 information system-related technologies
• Commitment to provide a high quality and professional service
• Capable of installing or assisting service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user's premises
• Ability to effectively communicate information, both verbally and written, to end users and executive management, understanding when to speak up and deliver an assertive message in support of the project
• Ability to grasps new materials quickly and apply new information, concepts and procedures in a constructive manner
• Act as the team lead, prioritizing, assigning, and responding to tickets, measuring and reporting on SLAs, and performing both QA management and project/statement of work (SOW) management
• Ability to handle highly confidential information/materials
• Strong analytical skills and problem solving skills, ability to take a problem and solve it in a quick and efficient manner
• Performs administrative functions related to support delivery, including: tracking support requests, completing paperwork, scheduling appointments and generating documentation
• Excellent organizational skills with the ability to manage time and multiple priorities

15 Service Desk Lead resume templates

Read our complete resume writing guides

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• Ability to quickly learn difficult mortgage concepts, complex application user interfaces and computer hardware/networking/operating systems
• Ability to troubleshoot issues by probing, listening, and analyzing the situation, without relying on scripts and assist non-technical client base with technical issues through telephone support, voicemails, and additional manners i.e. emails or online chat
• Evaluate customer's concerns and work their issue through to an agreed upon resolution
• Must be customer focused, with ability to deal with upset clients, showing patience, empathy and understanding
• Ability to confidently handle situations quickly and independently
• Technical certifications are not required but preferred
• Ability to train, mentor and assist co-workers on all aspects of serving clients
• Minimum of one year experience in a lead or SME role, where mentoring and coaching is involved, with specific focus on call handling, first call resolution and ticket quality
• Report on trends to the supervisor/manager
• Excellent computer and data entry skills
• Communicate effectively both written and verbal
• Exceptional Team Player and demonstrated coaching skills
• Ability to handle high call volume of work and multi task
• Produce detailed and accurate work
• Act as first level contact between analysts and supervisor
• Report on trends to other leads, supervisor or manager
• Make judgment calls on problems that should be escalated to supervisor, manager or Level 2
• Create and maintain knowledge documents as the SME for their group
• Ensure that breaks and lunches are taken according to scheduling
• Address staffing concerns immediately or bring to the attention of the management team
• Monitor call volumes and take action to address shortfalls
• Recommend long term adjustments to management team
• Provide weekly snapshot of SLA impacts to Supervisor
• Meet the minimum required call metric of answering a minimum of 60 calls/week
• Projects as assigned by management team

Service Desk Lead Resume Examples & Samples

• Ability to prioritise work tasks
• Ability to remain calm under pressure
• MCP/MCSE/CCNA / ITIL Foundation would be advantageous but not necessary
• Responsible for managing a top-notch service desk in support of HQ USTRANSCOM. The Service Desk Lead shall prepare reports on incidents status and performance of request fulfillment
• Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Determine root cause of issues and communicate appropriately to customers
• Technical direction and guidance for unresolved service tickets
• Train, coach and mentor Service Desk specialists including career development. Oversee staff activities. Builds/obtains training material for support staff. As needed, schedule employees working times and provide backup support
• Provide data and reporting of KPIs, and trends in support of HQ USTRANSCOM
• Oversee solutions repository and ensure top quality solutions are available to staff
• Responsible for overseeing specialists for answering calls, executing request fulfillment actions, logging tickets, functional user support, account management and password services, diagnosing and resolving issues
• Minimum of three (3) years of experience managing a Service Desk using the BMC Business tool suite for a large enterprise network
• Desired Service Desk Manager Certification, e.g., Service Desk Institute (SDI) Service Desk Manager, Help Desk Institute (HDI) Support Center Team Lead
• At a minimum possess applicable intermediate ITIL certification (e.g., Service Operations, Service Transition, Operational Support and Analysis (OSA))
• Working knowledge in all aspects of automation, telecommunications, and IT networks
• Good communication skills - be able to communicate with ease in front of large audiences of senior IT and communications personnel
• Minimum of Bachelor’s Degree in a technical or business discipline from an accredited college or university in Computer Science, Cybersecurity, Computer Engineering, or related discipline
• Have a minimum of seven (7) years of experience, with at least four (4) of those involving application of DoD policy, direction, and guidance to customer environments
• Preferred a minimum of ten (10) years of experience in Information Technology
• Must have active Top Secret clearance and be able to obtain a TS/SCI clearance
• ITIL foundation certification
• Demonstrated Service Desk Operations experience to include
• Thorough understanding of incident, problem, and knowledge management processes
• Proven experience managing teams on multiple shifts
• Experience triaging, managing, and monitoring incidents throughout the incident lifecycle
• Operate a single Service Center capability to coordinate all customer maintenance and service issues and requests
• Achieve customer satisfaction rates in accordance with the BASS
• For all identified USSTRATCOM IT systems, covered networks, and components, the Service Center shall
• Collect information for IT Systems not serviced by this contract and act as an intermediary between the USSTRATCOM customer and the service provider. The intent is for the ITCC II service center to be the single point of contact for all USSTRATCOM IT issues. ITCC II required timelines for non-ITCC II supported systems shall be no shorter than those delivered by that service provider
• Field trouble calls and assistance requests and coordinate IT support required to sustain and enhance USSTRATCOM’s infrastructure and the mission-critical GOTS systems
• Provide the customer a trouble ticket number IAW the BASS
• Track up-channel reporting, required by systems such as GCCS-J, etc. as specified in system guidance

Enterprise Management Service Desk Lead Resume Examples & Samples

• Performs engineering, implementation, configuration, operations and sustainment of standardized EM tools and services
• Help designs and implements ITIL and operational processes, working with customers and stakeholders to understand requirements and challenges and solving problems with ITSM tool configuration and customization
• Assist with drafting and coordinating ESC governance and guidance documentation
• Works closely with the HGA EML to identify existing unmonitored IT services that would be advantageous to NGA to integrate and include under ESC monitoring and ESD support operations
• Supports the development of deliverables
• Helps deliver tool solutions and coordinates the stand-up of the ESD and ESC monitoring activities for new IT services
• Help implement training and participates in continuous process improvement activities through the enhanced implementations
• Bachelor’s degree in Computer Science, Management Information Systems or related discipline with 2 – 3 years of relevant experience; or additional years of relevant wok experience
• Ability to communicate effectively and professionally both verbally and in writing on a consistent basis
• Ability to identify, troubleshoot and resolve issues in a timely and appropriate manner to meet or exceed performance metrics/service level agreement
• Ability to interface with customers, peers, and management personnel in a professional, courteous and polite manner on a consistent basis
• Ability to quickly and consistently follow guidance and direction in managing/updating and monitoring tickets in Remedy, resolving technical issues, following up with customers, and documenting status of tickets
• Ability to maintain/sustain production goals or established baselines with regards to ticket closures to meet/exceed performance metrics
• Prior experience working within the Department of State IRM bureau will be considered as a significant plus
• Experience with Remedy
• Knowledge and/or experience of RSA and Citrix
• Provide a high standard of support and customer service to all staff whilst striving to find ways to improve the customer experience
• Taking ownership of tickets to the Service Desk, ensuring Incidents are logged, categorised, and prioritised in the IT Support tool in line with appropriate procedures
• Provide 1st line fix to incoming service desk tickets wherever possible
• Provide effective ‘end to end’ management of all incidents and requests reported by customers ensuring appropriate information is communicated to them including regular status updates, resolution and closure information where necessary
• Effectively manage Incidents and requests against defined SLA, managing internal and 3rd party support teams call queues
• To manage the build and deployment of all standard Hardware and software and software releases to business users (OSX and Windows experience essential)
• To carry out administration tasks as required ensuring the efficient running of the Service Desk including compiling management information reports
• When necessary, submit incidents to external supplier technical support and coordinate repairs / implement recommended solutions
• Escalate unresolved incidents to external support teams
• Assist in maintaining the online knowledge base of frequent questions/solutions
• Purchase goods and services as required by the business following company policy
• Review, develop and document processes and procedures
• Ability to work as part of an out of hours support rota when required
• Initially this role requires an individual that can take responsibility and work well by themselves. We are a expecting the company to grow rapidly and for the support team to grow, to that end, experience and the ability to line manage others will very quickly become a necessity
• Basic experience of MS Windows XP,7,8, Mac OSX
• Good understanding of email and web based applications
• Working knowledge of ticketing systems or CRM tools
• Experience of using Jira would be beneficial
• Configuring and Troubleshooting Startup Settings
• Troubleshooting Startup Issues,Hardware Device, Device Driver, and Performance Issues
• Using Group Policy to Centralise Configuration
• Configure performance options
• Troubleshooting Network Connectivity Issues
• Use Remote Desktop / Assistance
• Troubleshooting User Issues by Using Remote Assistance
• User Logon Issues
• Troubleshooting Security Issues, Internet Explorer and Content Access Issues
• Troubleshooting Operating System and Application Issues
• Troubleshooting software installation escalations. e.g. installation permissions; local administrator requirement; licensing restrictions,
• Troubleshooting enterprise logon issues e.g. hardware vs. network; password expiration
• Troubleshooting enterprise network connectivity issues. e.g. determining scope of issue; determining whether it’s a PC or a network connectivity issue; TCP/IP; hardware and cabling; proxies; default gateway
• Troubleshooting enterprise names resolution issues. e.g. checking which DNS is assigned; flushing the DNS cache; nslookup to DNS server; checking the DHCP scopes
• Troubleshooting enterprise network printer issues. e.g. hardware failure; server issues; printer failure; network issues; driver issues
• Supervises assigned technical and administrative staff, including subordinate supervisors, and performs personnel actions including hiring and performance evaluation
• Directs program activities to meet client and organization work objectives and serves as a liaison with clients to coordinate activities, negotiate tasks, and solve problems
• Assures quality of program products, services, and deliverables, including participating in reviews, audits, and site visits
• Performs business development activities, including the preparation and review of technical and cost proposals
• Performs program financial management services, including financial analysis, budget and cost quote preparation, cost management, reconciliation, and profit enhancement
• Coordinates and monitors sub-contractor activities and administers subcontractor deliverables and finances
• Develops, reviews, and approves plans, schedules, consulting agreements and other program documents
• Prepares and provides various reports and technical reviews to senior management as requested
• Ensures compliance with relevant corporate and government policies and standards
• Serves as Tier 2/Tier 3 technical support resource in a fast-paced and rapidly changing environment
• Technical and customer service escalation point for the team
• Frequently monitors ticket queue to maintain proper response times and customer service
• Monitor ACD phone system for incoming calls to ensure we are adequately staffed
• Be a role model across the team and department and lead by example
• Supports a wide range of customers via email, telephone and in person
• Troubleshoots and resolves complex hardware and software issues
• Installs, configures and maintains a wide range of software applications including, but not limited to: Windows 7, Mac OS X, Office 2007 and Office 2010
• Supports and maintains a range of computer and telecommunications equipment
• Fields and evaluates customer requests for hardware and software purchases
• Recommends initiatives geared toward departmental process improvement
• Tests software packages for firmwide use
• Provides end user training for computer hardware and software
• Coordinates account creation, provisioning and deactivation
• Facilitates preparation and distribution of end user technologies, including computers and telecommunications equipment
• Manages stock of shared computing and audiovisual equipment
• Maintains installed audiovisual equipment, ensuring optimal operation of the environment
• Resolves issues related to remote access including VPN, Citrix, email, and network access
• Communicates with other Enterprise Technologies teams to escalate advanced issues
• Maintains current knowledge of technological trends and news relevant to hardware, software, training, and processes of the Desktop Operations team
• Some on-call work may be required
• Some domestic travel (less than 10%) may be required
• Minimum 5 years of work experience in a technical support setting
• Experience supporting both PC and Mac workstations
• Requires some physical labor. Must be able to lift 40lbs
• Demonstrated critical thinking/problem solving skills and an ability to creatively solve complex issues
• Ability to effectively communicate both oral and written with employees at all levels
• Experience with Microsoft Active Directory and/or Exchange
• Educational background in a technical field
• Current technical certifications issued by Microsoft, Cisco, CompTIA or similar
• Management experience

IO Service Desk Lead Resume Examples & Samples

• Ability to work, interact effectively and share knowledge with people at all levels
• Strong technical background and demonstrated ability to assess the impact of technical issues on the business
• Fluency in English and one or more of German/Italian/ French required
• Knowledge of and / or certification in ITIL process an advantage
• 5 plus years experience in a Service Desk environment
• 2 Plus years exposure to people management
• Bachelor degree in Computer Science or related field or relevant work experience
• Good technical expertise in 3 of the following
• O MS operating systems
• Develop and document Help Desk procedures to support the DMI NASA customer
• Prepare communication and change management plan for the help desk
• Troubleshoots, resolves, integrates, tests, and writing FAQs to support a portfolio of software applications and MS Surface tablet trouble calls
• Handles problem recognition, research, isolation, resolution, and trouble ticket follow-up for routine user issues
• Logs and tracks calls using issue management database, and maintains history records and related issue documentation
• Works with team members to identify issue trends and suggests long-term strategies to help mitigate incoming issues
• Trains users on software and hardware on-site
• Capable of installing or assisting service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user's premises
• Monthly reporting for SLAs and Metrics associated with the service desk
• Bachelor's degree in computer science, systems analysis or a related study, or equivalent experience
• 6-10 years of help desk experience
• 4 years of service desk supervisory experience
• ServiceNow application experience
• Must be self-motivated, detail oriented, and take initiative in performing tasks
• Team player must be able to work professionally and collaboratively with the government customer and other contract members of the project team
• Ensure that team’s KPIs are monitored, actions are taken, evaluated accordingly and delegated properly
• Contribute to the success of the Service Desk and assist in improving the overall customers experience within the team
• Meet goals and KPIs as set by the Manager
• Provide appropriate training to Service Desk Senior and Service Desk Technicians
• Ensure excellent customer service in addressing questions, complaints and requests in a tactful manner via telephone, email and face-to-face interaction
• Keep records of customer interactions, process customer accounts and file documents
• Provide accurate, valid and complete information by using the right methods/tools
• Build sustainable relationships of trust through open and interactive communication
• Provides back-up support to other team members in the performance of job duties as required
• Contributes to the development and maintenance of standards, policies and procedures regarding customer service
• Must possess a driver’s license from country of origin for the purpose of obtaining a Military or Kuwait Driver’s License
• Previous supervisory, team leading or management experience
• Ability to work effectively and exercise sound business judgment in a team environment, as well as independently
• Advanced documentation skills (MS Office)
• Excellent interpersonal and customer service skills, written and verbal
• Ability to work scheduled shifts and meet all attendance and performance standards
• Very good organizational skills

IT Service Desk Lead Resume Examples & Samples

• 3 - 5 years’ experience as a Technical Support Analyst
• Ability to tactfully identify diverse customer needs and respond appropriately
• Strong decision-making skills
• Exemplary communication and phone skills
• Ability to make sound judgment calls
• Ability to motivate and mentor fellow staff toward a high productivity and excellence in a team environment

Dshs Service Desk Lead Resume Examples & Samples

• Customer Service Desk and/or IT Call Center experience
• Experience using multi-line phone systems, taking messages, transferring calls and otherwise assisting others over the phone
• Strong written, verbal and interpersonal communication skills and ability to communicate effectively and respectfully with clients, management, peers and the public
• Experience reconciling and handling negotiables
• Ability to maintain high standards of professional integrity and maintain confidentiality of information

Senior Service Desk Lead / Supervisor Resume Examples & Samples

• Manage outages and issues by creating Parent Tickets when required § Record front-end phone messages to manage call volume Participate in meetings with program management and customers
• Remain in an Available status unless working an approved project
• Improve the Knowledge Base utilization by encouraging analysts to provide feedback on challenges and development required
• Clear understanding of New Hire and Account Request Processes
• Perform weekly QAs on each tier 1 analyst
• Record upfront messages when outages occur
• Send out advisories as needed/requested
• Maintain the Technical Support Software (HEAT) by identifying trends and accurately capturing details to enable the incident Management function to improve IT processes and systems through accurate reporting. Create and update documentation on established Technical Support procedures and processes, problem resolution steps, and escalation procedures. Make recommendations to management on updates and changes needed
• Partner in a 24X5 global support team. May be required to be on-call during specific times/projects. Escalates complex problems to higher level of expertise within the organization
• Monitor the tickets submitted in HEAT by identifying trends and accurately capturing details to determine incident trends and improve IT processes and systems through accurate reporting
• Develop diagnostic techniques to identify problems, and investigate causes of common failures
• May provide technical guidance or supervise the activities of other Service Desk Specialists
• Demonstrates compliance with all bank regulations for assigned job function and applies to designated job responsibilities – knowledge may be gained through coursework and on-the-job training. Keeps up to date on regulation changes
• Follows all Bank policies and procedures, compliance regulations, and completes all required annual or job-specific training
• Minimum three years’ experience in a personal computer network environment with a minimum of 18 months IT related Service Desk experience
• A+ and A+ Network, CCNA or CCENT certification required
• MCP (Microsoft Certified Professional) certification required
• Advanced TCP/IP protocols and PC knowledge
• Extensive knowledge of windows operating systems, Microsoft Office software package, Active Directory, and system management tools
• Good research, analytical, problem solving, and troubleshooting skills. Ability to manage time efficiently and work under stressful conditions
• Basic understanding of accounting/record keeping. Bank related experience preferred
• Demonstrate continuing education through independent studies, monthly subscriptions and periodicals
• Functions as a lead technical resource for the Help Desk team
• Assumes responsibility for the Help Desk operation in the absence of the Supervisor
• Performs as the Subject Matter Expert (SME) on a variety of Help Desk supported applications
• Leads technical training for the Help Desk Analysts on applications and procedures
• Acts as the technical lead on Help Desk projects
• Performs quality control checks on Help Desks operations
• Responsible for preparing the weekly Activity Schedule rotation
• Provides leadership and technical and procedural guidance to Help Desk Analysts
• Provides cost effective, quality technical support and customer service to users throughout the Enterprise
• Responds to user problems and service requests via phone, E-mail, the Virtual Help Desk or Live Chat
• Coordinates with other IT support groups (if necessary) to resolve the request by researching and resolving or coordinating the resolution with the appropriate support group
• Tracks, documents, and updates all problem and service requests, in a timely manner, through to final resolution via the Remedy Service Request System
• Prioritizes requests and addresses customer escalations
• Required to rotate through designated shifts providing lead coverage
• 7-10 years of relevant experience in a Help Desk/Call Center environment
• PC Operating Systems (XP, Windows 7, OS-X)
• Server Operating Systems (Windows, Novell)
• Directory Services (Active Directory. eDirectory)
• E-Mail Systems (GroupWise, Outlook, Exchange)
• Remote Access (VPN, Citrix)
• Problem Management Systems (Remedy)
• Desktop Management Systems (ZENworks, Kace, ConsoleOne)
• Hardware (PC, Mac, Networking)
• Wireless Devices (Smartphones, tablets, cell phone, pagers)
• Office Productivity Software (Microsoft Office, Adobe, Clarity)
• Business Application Software (Oracle Financials, CableData/DDP, IDA)
• Management of tasks – excellent ability to lead and execute day-to-day operational tasks
• Leadership – excellent ability to balance focus on quality, service and cost management
• Leadership – excellent ability to succeed through collaboration and timely decision making
• Leadership – excellent ability to use speed as a competitive advantage while maintaining excellent quality
• Leadership – excellent ability to accomplish work by others through either direct or indirect means
• Knowledge – excellent understanding of the challenges facing community and urban hospitals
• Knowledge – excellent understanding of help desk operations
• Knowledge – ITIL Best Practices and Processes
• Supervises a Service Desk staff (1st or 2nd Shift)
• Responsible for the day to day activity of the Service Desk
• Managing Service Desk queue
• Determining the priority of request
• Distributing tickets to team members
• Communicating with Level 2 support
• Completing assigned activities
• Performs as team liaison and communicates with IS constituents to ensure there is current and reliable documentation for all support processes
• Assist in determining root cause of system problems and corrects with system commands under the guidance of 2nd and 3rd level support staff members
• Manages site projects or is project member as assigned
• Reviews Planned Changes
• An Associates Degree or higher in an IS related field
• 4+ years of Service Desk experience doing remote and/or hands on support
• 6+ years of experience troubleshooting IT infrastructure, including network, PC, software and cabling
• Provide direct support to business partners and CSX Technology customers with application and/or network problems. Ability to deliver concise descriptions of an issue and recommend and/or implement possible solutions. Ensure documented escalation procedures for events impacting the company business are followed
• Manage projects and produce multiple management reports and tracking documents. Provide guidance to formulate solutions and objectives relative to the organizations business plan. Manage shift operations, processes, and people; especially in the absence of the shift leadership team
• Gather data and develop analysis for corporate reporting purposes. Ability to research incidents and provide results as required. Provide documentation updates and procedures
• Conduct agent phone evaluations and educate agents as needed based on the results of the evaluations. Verify data quality of Service Desk incidents/communication and recommend and/or develop corrective actions and training as needed
• Verify data quality of Service Desk incidents/communication and recommend and/or develop corrective actions and training as needed
• Manage shift schedules to ensure proper staffing daily. This includes vacation, holiday and sick time request and making sure there is an adequate amount of staff to handle the workload
• Bachelor's Degree/4-year Degree
• 1 or more years of experience in formation Systems/Technology
• 4 or more years of experience in formation Systems/Technology
• 4 or more years of experience in formation Systems, Transportation/Intermodal Operations or Logistics
• Planning and organization skills; ability to work within a structured time frame in a high volume environment where high accuracy is required
• Knowledge of Incident, and Change Management processes and tools; ability to use Service Desk tools
• Written and oral communication skills; ability to communicate effectively with all levels of leadership to meet specific service requirements; ability to maintain confidentiality
• Prior customer service experience and skills to include all forms of customer interface and phone etiquettes; ability to provide effective and efficient real-time support for a variety of desktop technology users
• Knowledge with most of the following z/OS, Job Entry Subsystem (JES2), CICS, IMS, DB2, Computer Associates 7 (CA/7), Technical Service Order (TSO), Windows OS, Virtual Monitor System (VMS), Unix, Virtual Telecommunications Access Method (VTAM), Netview, Microsoft Office, Mainframe, and Business Objects
• Ability to be flexible, and maintain a professional demeanor when dealing with tight deadlines, sensitive service issues, and emergency situations on a daily basis
• Ability to communicate technical information to all levels of support and management
• Knowledge of approaches, tools and techniques for anticipating, recognizing, and resolving technical problems; team member on an AITC DR team
• Knowledge in multiple disciplines across multiple monitoring platforms and products; analytical skills
• Ability to work any shift including weekends and holidays (24x7 operation); and adapt to changes in priorities in a dynamic work environment
• Manages the routing of incidents registered by first-level, employee self-service, or remote IT LAN Administrators and assigns to the appropriate teams within the Information Technology department. This requires an understanding of business solutions and the services provided by IT to ensure incidents are assigned correctly. Conducts a high-level review of the incident to confirm it is properly submitted. Provides second-level investigation and resolution in areas of expertise aiming for resolution as quickly as possible
• Oversight of the Service Desk, ensuring high quality of services provided to IT systems users. Provides guidance on questions received from agents fielding end-users calls/questions. Responsible for quality of incidents registered by conducting a daily review, providing feedback to agents and/or their management on coding, troubleshooting, and their communication with the end-user
• Responsible for the review of articles published in the ServiceNow Knowledge Bases pertaining to IT Support Services and the end-user community. Works closely with the knowledge developer on modifications to current articles, identifies topics for new articles, and may be requested to gather information for article content. Accuracy is imperative as these knowledge bases are referenced by the Service Desk agents to troubleshoot and resolve incidents and by end-users for information and simple procedures
• Leads a bi-weekly conference call with third-party Service Desk management for continuous improvement opportunities. Communicates with third-party management and agents on planned and unplanned system outages, procedures and policies, company acquisitions, Retail Store start-ups and maintenance schedules of IT systems
• Monitors and tracks progress on Critical incidents ensuring technical resources are engaged according to established guidelines. Escalates to the resource manager, when necessary and keeps entire management group informed on current state. May be required to communicate with the end-user community. Must understand what business systems are critical to the organization and the overall impact they present when issues arise
• Oversees the support mailbox and manages messages according to established guidelines. Ensures automatic replies and provides users with instructions for contacting the Service Desk. Responsible for creation and distribution of Information Bulletins requested by IT personnel. Maintains the contact list in Outlook for various types of bulletin topics and audiences
• Participates with new employee on-boarding for Monroe HQ from a technology perspective ensuring employee awareness in the following areas: ServiceNow Self-Service Portal, Active Directory Self Service, password standards, work space configuration (monitors, docking station, and keyboard), Cisco IP Phone, Cisco Jabber, Crestron conference room scheduler, and Click Share devices. Provides information on Tech Deck availability and methods for contacting for IT Support
• 4-6 years of experience providing technical desktop help desk and/or support services
• 3-5 years of broad experience working with a variety of different technology platforms, inclusive of hardware, software, desktop and network
• Knowledge of industry standards, best practices and audit requirements
• The ideal candidate will possess extensive experience supporting a wide-variety of hardware and software platforms, including: desktops, laptops, printers, peripherals, Windows 7 & 10, OS X, Active Directory, Microsoft Office 2013, Office 365 and mobile devices (iPhone/iPad, Android, Windows Phone)
• Able to work in a fast-paced environment
• 24x7x365 support availability in a team rotation schedule, excluding vacations is required

Technical Applications Service Desk Lead Resume Examples & Samples

• Experience of logging incidents/service request
• Experience of working on an IT Service Desk using an automatic call distribution system
• Service Now experience or experience on another ITSM Toolset
• Experience of diagnosing and resolving IT related incidents/faults on Local Area Network, hardware and software issues
• Knowledge of using and troubleshooting Windows workstations, 2008/2012 Server Operating Systems, DHCP, DNS, remote backup technologies, antivirus and safeguarding software
• Self-motivated, confident and able to work on own initiative with minimal supervision
• Able to manage time effectively, prioritise and complete work to agreed deadlines
• Ability to work flexibly and as part of a team to meet the team objectives
• Ability to analyse problems and provide solutions
• Ability to steer and manage others into meeting targets
• Demonstrate good written communication skills and able to write clear and concise communications
• The ability to document standards and procedures, paying attention to detail
• Good verbal communication to explain solutions/technical issues to customers in a clear, concise and effective manner; confident in presenting to a team
• Ability to work under pressure and take charge/ control in the situation
• Understanding of ISO20000 principles
• Experience of working to ITIL standards
• Experience of working to SLA’s and PI’s/KPI’s
• Basic MS Excel experience in order to produce graphical information to show achievements
• Commitment to undergo training/professional development linked to business requirements and to train both on and off the job and take responsibility for personal development
• Able to work under pressure and respond quickly to changing priorities
• Experience of leading a team preferred
• Knowledge of Cisco telephony systems associated with call centre environments
• ITIL certified
• Incident management experience
• Provide direction and leadership to the IT Support Team in North America for achieving key results
• Drive team’s projects from inception through development and approval
• Work collaboratively with the IT team to ensure optimal end user experience for all Progress employees
• Recommend hardware and software solutions and participate in IT projects to evaluate, test and implement these same technologies
• Participate in the team’s various ongoing projects like Windows 10 Evaluation and Rollout, Mac OS X Enterprise Management, Office 365 Integration
• Introduce new hires to internal IT systems and culture. May also provide training to educate end users on the use of basic and specialized applications
• Enhance users experience by improving existing or introducing new systems and processes
• Bachelor’s degree in a technology field including, Computer Science, Management information systems, Mechanical Engineering, signal processing or equivalent work experience
• At least 5+ years of experience in the IT end user support field
• Strong Windows client troubleshooting skills (Windows 7, 8.1 or 10)
• Deep understanding of networking basics like DHCP, DNS, IP subnetting, Wi-Fi technologies
• Proficient hardware knowledge
• Strong communication skills with the ability to tailor communication styles to different audiences
• Someone who can balance between being a player and a coach and is good at two-way feedback
• Experience with Mac OS X, Microsoft Windows Server technologies (Active Directory, WSUS, WDS, SCCM) or Virtualization technologies (Hyper-V, ESXi)
• Microsoft, Cisco or similar industry certifications will be considered an advantage

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Service Engineer Resume Examples

If you are looking for a job as a service engineer, you need to make a great resume that stands out from the crowd. Your resume should highlight your technical skills and experience as well as demonstrate your professional qualities. In this guide, we will provide you with tips on how to write a service engineer resume and provide you with resume examples to give you an idea of what a successful service engineer resume looks like. We will also provide you with some tips on how to make your resume stand out from the rest.

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

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Service Engineer

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

I am an experienced Service Engineer with a proven track record of providing efficient customer service and repair solutions on various types of equipment. I have an in- depth understanding of electrical and mechanical systems, as well as a range of IT systems. I am confident in my ability to troubleshoot and resolve complex technical issues and am committed to customer satisfaction. I have strong communication skills and the ability to work both independently and as part of a team.

Core Skills :

• Electrical and Mechanical Systems
• Networking and IT Systems
• Advanced Troubleshooting
• Customer Service
• Technical Documentation
• Problem- Solving

Professional Experience :

Service Engineer, ABC Company Jan 2018 – Present

• Carried out maintenance and repairs of a variety of electrical and mechanical equipment
• Diagnosed and resolved customer issues relating to IT systems
• Developed and implemented new processes for effective repair operations
• Tested repaired systems for operational capabilities and accuracy
• Ensured delivery of outstanding customer service

Education :

Bachelor of Engineering (Electrical and Mechanical), XYZ University Sept 2014 – June 2018

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Service Engineer Resume with No Experience

• Service Engineer looking to use technical and organizational skills to provide superior customer service and technical support.
• Recent graduate with a Bachelor’s Degree in Computer Science and an excellent academic record.
• Detail oriented, organized, and energetic individual with a passion for technology and a good understanding of customer service.
• Skilled in troubleshooting hardware, software, and networking issues.
• Computer hardware and software troubleshooting
• Customer service
• Knowledge in programming languages such as C, C++, Java, HTML
• Technical writing
• Excellent communication and interpersonal skills
• Highly organized and motivated

Responsibilities

• Diagnosing and troubleshooting hardware and software issues.
• Installing and configuring hardware and software.
• Responding to customer inquiries in a timely and friendly manner.
• Providing technical advice and assistance to customers.
• Documenting and tracking customer service issues.
• Following up on customer requests and inquiries.
• Developing and updating technical knowledge.
• Managing customer service tickets and inquiries.

Experience 0 Years

Level Junior

Education Bachelor’s

Service Engineer Resume with 2 Years of Experience

A service engineer with two years of experience in the installation and maintenance of a variety of products. I have a track record of delivering excellent customer service and rapidly resolving technical issues. I am highly skilled in troubleshooting and diagnosing issues, as well as in the ability to work independently and as part of a team. My communication and problem- solving skills have enabled me to successfully identify and resolve customer needs.

• Technical problem- solving
• Excellent customer service
• Building and maintaining relationships
• Proficient in troubleshooting
• Knowledge of various hardware and software
• Ability to work independently and as part of a team

Responsibilities :

• Installing and maintaining products according to manufacturer specifications
• Troubleshooting and diagnosing technical issues
• Providing technical support to customers
• Identifying customer needs and providing solutions
• Ensuring systems run smoothly
• Training customers on the use of products
• Documenting service activities in a timely manner

Experience 2+ Years

Service Engineer Resume with 5 Years of Experience

A service engineer with 5+ years of experience in providing technical support, repair, and maintenance of technical equipment and machines. Possess an excellent eye for detail and an aptitude to troubleshoot and diagnose problems quickly. Possess excellent communication skills, and the ability to deliver service and solutions that meet customer expectations.

• Technical troubleshooting
• Software and hardware installation
• Diagnosing and resolving technical issues
• Product maintenance and repair
• Networking & security management
• Customer service excellence
• Knowledge of relevant regulations
• Installing and configuring hardware systems and software applications
• Providing maintenance and repair services for technical equipment and machines
• Diagnosing and troubleshooting technical issues
• Ensuring compliance to regulations and safety guidelines
• Deploying solutions to meet customer satisfaction
• Writing reports on product performance and issues
• Working with suppliers for procurement of technical equipment
• Liaising with management for improvement of technical services

Experience 5+ Years

Level Senior

Service Engineer Resume with 7 Years of Experience

An experienced Service Engineer with 7 years of diverse experience in the engineering field. Skilled in problem solving and troubleshooting, with the ability to work independently and as part of a team. Experienced in installation, maintenance and repair of mechanical, electrical and electronic equipment. Proven track record of providing excellent customer service and developing solutions to complex engineering problems.

• Problem solving and troubleshooting
• Mechanical, electrical and electronic equipment installation, repair and maintenance
• Excellent communication
• Project management
• Inspect, diagnose and troubleshoot mechanical, electrical and electronic equipment.
• Carry out maintenance and repair work on equipment on site and in the workshop.
• Provide technical advice and solutions to complex engineering problems.
• Ensure all safety procedures are followed and adhere to Health and Safety regulations.
• Install, commission and service all mechanical, electrical and electronic equipment
• Liaise with customers on site to ensure all requirements are met.
• Attend to customer complaints and queries in a timely manner.
• Maintain accurate records of work undertaken.
• Identify areas of improvement in the engineering process.
• Develop and implement solutions to engineering problems.

Experience 7+ Years

Service Engineer Resume with 10 Years of Experience

A highly experienced and qualified Service Engineer with 10 years of expertise in diagnosing and troubleshooting a wide range of technical problems. Adept in designing, developing, and installing quality products and systems to meet customer specifications. Possessing strong communication, problem- solving, and organizational skills.

• Network Administration
• System Configuration
• Computer Maintenance
• Software Troubleshooting
• Customer Care
• Problem Solving
• Diagnostics
• Technical Writing
• Data Analysis
• Installing and configuring hardware, software and network systems.
• Performing system maintenance and troubleshooting.
• Providing technical support to customers.
• Designing and developing systems to meet customer specifications.
• Maintaining and updating documentation for systems.
• Providing technical training and support to staff.
• Monitoring and maintaining computer networks.
• Identifying and resolving system and network problems.
• Developing and implementing system security measures.
• Testing and evaluating new technologies.

Experience 10+ Years

Level Senior Manager

Education Master’s

Service Engineer Resume with 15 Years of Experience

Experienced Service Engineer with over fifteen years of combined experience in the engineering and customer services fields. Skilled in troubleshooting and problem solving. Excellent customer service skills and proficient with a range of engineering tools and applications. Proven ability to prioritize tasks, and work efficiently under pressure. Committed to providing top- notch quality service to both internal and external customers.

• Engineering and technical knowledge
• Diagnostic and troubleshooting skills
• Customer service skills
• Attention to detail
• Ability to work under pressure
• Proficient in engineering tools and applications
• Strong organizational skills
• Excellent verbal and written communication
• Providing technical troubleshooting and support for engineering related issues
• Diagnosing and resolving customer service problems
• Managing and maintaining engineering tools and applications
• Coordinating engineering and customer service tasks
• Performing maintenance on equipment and machinery
• Managing customer service and engineering projects
• Ensuring customer satisfaction and providing excellent customer service
• Conducting periodic audits and inspections of engineering tools and equipment

Experience 15+ Years

Level Director

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

What should be included in a Service Engineer resume?

A Service Engineer resume should include all the necessary information that potential employers are looking for. It should capture the essential skills, qualifications and experience which make the candidate suitable for the role. A well-crafted Service Engineer resume should include the following:

• Professional Summary: This should include a brief overview of your background, key skills, qualifications and experience.
• Education: List your educational qualifications, including any relevant engineering degrees or certifications.
• Work Experience: Highlight any relevant work experience that you have had, including any service engineering roles.
• Technical Skills: Include any technical skills that you possess which are relevant to the role of a Service Engineer, such as troubleshooting, problem-solving and customer service.
• Career Objectives: Outline your career aspirations and goals, and how you intend to use your skills and experience to achieve them.
• Interests: Include any relevant interests which demonstrate an enthusiasm for the engineering field.
• References: Provide contact details of two professional references.

A well-crafted Service Engineer resume should provide a clear and concise overview of your skills, qualifications and experience in a manner that is both compelling and professional. By including all the necessary information and presenting it in a way which is easy to read and understand, you can demonstrate to potential employers that you have the necessary skills and experience to excel in the role.

What is a good summary for a Service Engineer resume?

A Service Engineer resume should include a concise summary that highlights the candidate’s experience as a Service Engineer. This summary should focus on the scope of their expertise, technical proficiency, and commitment to customer satisfaction. This summary should also emphasize any relevant certifications, such as an HVAC license or an industry qualification. Additionally, the summary should showcase the candidate’s strong communication skills, problem-solving abilities, and a commitment to providing quality service. Finally, the summary should showcase any successes the candidate has achieved in the industry, including any awards or recognitions earned. By including this information in the summary, a Service Engineer can make their resume stand out and give hiring managers a better idea of their skills and experience.

What is a good objective for a Service Engineer resume?

A service engineer is a professional who works in a variety of fields to maintain and repair equipment or systems. A service engineer’s resume should be tailored to demonstrate an individual’s technical proficiency and problem-solving skills. An effective objective statement should highlight the candidate’s experience and capabilities.

The following are some examples of objectives for a service engineer resume:

• To use my knowledge and expertise in engineering, maintenance and troubleshooting to obtain a service engineer role in a dynamic organization
• Seeking a service engineer role to utilize my problem-solving and technical skills in order to provide efficient solutions
• To leverage my five years of experience in engineering and maintenance to provide quality service in a high-performance environment
• Seeking a service engineer role to apply my technical proficiency and experience in a challenging environment
• Looking to use my knowledge and expertise in engineering, maintenance and troubleshooting to provide quality service with a focus on customer satisfaction
• To use my strong background in engineering, maintenance and troubleshooting to develop innovative solutions in a service engineer role
• Seeking a service engineer role to utilize my experience in problem-solving and technical proficiency to drive organizational success

How do you list Service Engineer skills on a resume?

When you list Service Engineer skills on a resume, it is important to showcase the abilities you possess that will be beneficial to the potential employer. Your resume should be unique and tailored to the specific position, so you must include the necessary skills for the role you are applying for. Here are a few skills that you should consider incorporating into your resume:

• Technical Knowledge: Service engineers are required to have a deep understanding of the technical systems and products they are servicing and repairing. Therefore, it is important to emphasize your knowledge in your resume.
• Troubleshooting and Problem Solving: Service engineers must have the ability to troubleshoot, diagnose, and repair issues with equipment. Demonstrate your experience in this area by citing your successes in previous positions.
• Customer Service: Service engineers must possess strong customer service skills in order to interact with clients in a professional and courteous manner.
• Communication: Service engineers must be able to communicate both verbally and in writing in order to communicate instructions, technical specifications, and troubleshooting notes clearly.
• Time Management: Service engineers need to be able to manage their time effectively in order to accomplish tasks in a timely manner.

By including the necessary Service Engineer skills on your resume, you will help to ensure that you stand out from other applicants and increase your chances of being selected for the position.

What skills should I put on my resume for Service Engineer?

When applying for a position as a Service Engineer, it’s important to highlight the skills you possess that make you the ideal candidate. Your resume should contain a comprehensive list of the technical and interpersonal skills you possess that make you well-suited for the job.

Here are some skills to consider including on your resume:

• Troubleshooting: Service engineers must be able to identify and resolve problems quickly and efficiently, often under pressure. Demonstrating on your resume your ability to troubleshoot and diagnose complex technical issues is essential for the role.
• Analytical Thinking: A service engineer must be able to analyze data and come up with creative solutions to any issues. Showcasing your analytical thinking skills on your resume will be beneficial.
• Communication: Service engineers are required to provide technical advice to customers and other stakeholders, so being able to communicate complex information in an easily understandable way is key. Make sure to highlight your communication skills on your resume.
• Interpersonal Skills: As a service engineer, you will need to interact with people from a variety of backgrounds, so having strong interpersonal skills is essential. Let potential employers know you are adept at working with people of all backgrounds.
• Technical Knowledge: Employers will expect you to possess a thorough understanding of the technology you will be working with. Make sure to list any relevant technical knowledge you have on your resume.
• Problem-Solving: Service engineers must be able to think on their feet and come up with solutions to complex problems. Demonstrate on your resume your ability to think critically and find solutions to any issues you may encounter.

By including these skills on your resume, you will be sure to make a strong impression on potential employers.

Key takeaways for an Service Engineer resume

When crafting a resume for the job of Service Engineer, you want to make sure that you include the most important skills and experiences that make you a strong candidate. Here are some key takeaways to keep in mind as you create your resume:

• Show your experience: Include a section that lists your prior service engineering experience and the roles and responsibilities you had in each. Focus on the technical skills you utilized, how you streamlined processes, and any awards or achievements you received.
• Highlight your technical skills: Employers want to know that you have the right technical skills for the job. List the different software and hardware that you are experienced with, any troubleshooting techniques you have utilized, and any certifications you have achieved.
• Share your professional development: Service engineering requires ongoing training and professional development. List any workshops, classes, or seminars that you have attended to keep your skills and knowledge up to date.
• Demonstrate your customer service skills: Service engineers need to have strong customer service skills. Show you have the ability to interact well with customers by including examples from your prior roles.
• List any relevant licenses and certifications: Service engineers may need to have certain licenses and certifications in order to work in certain states or regions. Make sure you provide information on any certifications or licenses you have obtained.

By following these tips and including the right details, you can create an effective resume for a service engineer position. It will showcase your relevant skills, experiences, and professional development activities, making you a strong candidate for the job.

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Service desk resume summary examples.

Approved by hiring managers, here are proven resume summary examples you can use on your Service Desk resume. Learn what real hiring managers want to see on your resume, and when to use which.

• Service Desk
• Entry-Level Service Desk
• IT Service Desk Coordinator
• IT Service Desk Specialist
• Senior Service Desk Analyst
• Service Desk Analyst
• Service Desk Manager
• Service Desk Team Lead
• Service Desk resume templates
• Similar summary examples

Service Desk Resume Summary Example

Showcasing complex problem-solving skills.

By highlighting your ability to resolve complex technical issues, you're demonstrating to potential employers that you're not just a ticket-taker, but someone who can dive in and find solutions to difficult problems. This paints a picture of you as a proactive and competent professional.

Displaying leadership and efficiency

Referring to your management of a team and the quantifiable improvements you've made shows that you're not just a team player, but a potential leader. Employers look for candidates who can make their operations more efficient and the hard numbers you've provided back up your claims.

Highlighting industry experience

By mentioning your experience in healthcare and finance industries, you're showing potential employers that you understand the unique challenges and requirements of these sectors. This makes you a more attractive candidate as it reduces the learning curve you'd need compared to someone without this experience.

Entry-Level Service Desk Resume Summary Example

Showcasing intensive training.

By mentioning your completion of an intensive training program, you're showing potential employers that you're committed to learning and developing your skills. This could make you a more attractive candidate, especially for roles that require continuous learning and adaptation.

Adaptability to new technology

Highlighting your ability to quickly learn new technologies and adapt to changing environments shows that you're flexible and eager to grow. In the fast-paced world of IT, these are highly sought-after traits.

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IT Service Desk Coordinator Resume Summary Example

Demonstrate leadership capabilities.

Mentioning that you've managed a team and improved resolution times shows that you're not just an individual contributor but someone who can take on leadership roles. Such details signal that you're ready for more responsibility and can handle the demands of a higher position.

Emphasize efficiency improvements

Reducing system downtime is a major win in any IT role. Mentioning this achievement demonstrates your ability to enhance productivity and minimize disruption. It's the kind of detail that shows you understand the business impact of your role and that you're always looking for ways to improve.

IT Service Desk Specialist Resume Summary Example

Creating self-service solutions.

Implementing a new knowledge base that boosted self-service resolution by 30% shows you're not just thinking about immediate problems, but also about empowering users to help themselves. This demonstrates innovative thinking and the drive to improve overall service delivery.

Reducing call handling time

By mentioning that you've reduced average call handling time through effective training programs, you're letting potential employers know that you're continuous improver and that you understand the importance of efficiency in a service desk setting.

Senior Service Desk Analyst Resume Summary Example

Driving large-scale operations.

By stating you're adept at driving efficiency in large-scale IT operations, you're showing potential employers that you're comfortable handling big responsibilities and can make a big impact. It signals your ability to handle pressure and deliver results.

Improving response times

Implementing a new ticketing system that improved response times by 25% shows that you're not just maintaining the status quo, but actively looking for ways to improve operations. It sends a message that you're proactive, innovative, and results-oriented.

Service Desk Analyst Resume Summary Example

Showcase your customer service skills.

In service desk roles, customer satisfaction is the end game. By mentioning a 99% customer satisfaction rating, you're not only showing that you're competent but also able to maintain a high level of service even in high-pressure situations. This kind of detail can help recruiters see your value beyond just technical skills.

Highlight problem-solving abilities

Reducing ticket escalation rates directly translates to efficient problem-solving. This kind of skill is highly transferable and reflects positively on your abilities as an analyst. It makes you an attractive candidate because it indicates that you can go beyond just following procedures and actually find long-term solutions to recurring problems.

Service Desk Manager Resume Summary Example

Enhancing customer service in high-pressure environments.

By stating that you've enhanced customer service in fast-paced, high-pressure environments, you're showing potential employers that you're resilient and can perform well under stress. This paints you as a reliable professional who can handle challenging situations with grace.

Implementing remote IT strategies

Highlighting your success in implementing remote IT support strategies shows that you're adaptable and forward-thinking. In the current climate where remote work is more prevalent, this can make you an attractive candidate.

Service Desk Team Lead Resume Summary Example

Building high-performing teams.

Stating that you're known for building high-performing teams and improving operational efficiency sends a powerful message - that you're not just a manager, but a leader who can inspire and guide a team to achieve exceptional results.

Improving ticket tracking and reporting

Implementing a new ITSM tool that improved ticket tracking and reporting capabilities demonstrates your awareness of the importance of effective systems in a service desk role. This shows you're a strategic thinker who understands the bigger picture of service delivery.

Service Desk Resume Templates

Customer service.

Service Technician

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