service desk supervisor resume

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Help Desk Supervisor resume examples for 2024

IT help desk managers need a combination of hard and soft skills. According to Karin Casali, President at K Casali & Associates, "Most of the time, they're supervising people. They need to be able to write the job descriptions, interview, and interviewing, recruiting, and then they tend to be responsible for performance appraisals of their team. They also tend to be responsible for training their team."

Help Desk Supervisor resume example

How to format your help desk supervisor resume:.

• Tailor your job title to match the position you're applying for, ensure work experience highlights accomplishments rather than duties, and aim to fit your resume on one page, focusing on relevant achievements and metrics
• Supervise staff across multiple buildings, set up and maintain various devices, conduct performance appraisals, analyze data and performance metrics, provide technical assistance, manage corporate-wide computer help desk departments, and create statistical reports, all while ensuring quality, training, and accountability

Choose from 10+ customizable help desk supervisor resume templates

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

Entry level help desk supervisor resume example

Professional help desk supervisor resume example, resume tips to land the job:.

• Develop, implement, and enforce policies, procedures, and standards for help desk operations. Use platforms like Microsoft SharePoint for knowledge management. Set up and maintain hardware for staff and faculty in multiple buildings and campuses
• Use succinct bullet points and strong action verbs to highlight your key accomplishments, such as 'Grew help desk productivity by 20%' or 'Reduced average call response time by 15 seconds'. Provide technical assistance and support for incoming queries and issues related to computer systems and hardware/software support
• Lead and manage a help desk team by conducting performance appraisals, administering disciplinary action when necessary, providing training on operational procedures and troubleshooting techniques, and creating statistical reports and analyzing data and performance metrics for management review

Help Desk Supervisor resume format and sections

1. add contact information to your help desk supervisor resume.

Help Desk Supervisor Resume Contact Information Example # 1

Dhruv Johnson

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

2. Add relevant education to your help desk supervisor resume

Your resume's education section should include:

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

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

Optional subsections for your education section include:

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

Other tips to consider when writing your education section include:

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

Check More About Help Desk Supervisor Education

Help Desk Supervisor Resume Relevant Education Example # 1

Associate's Degree In Computer Science 2003 - 2005

University of Maryland - College Park College Park, MD

Help Desk Supervisor Resume Relevant Education Example # 2

High School Diploma 2012 - 2014

3. Next, create a help desk supervisor skills section on your resume

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

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

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

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

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

Example of skills to include on an help desk supervisor resume

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

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

The operational procedure means the prescriptive documents that describe processes involving several partners. The involved techniques get utilized in defining the related work.

A problem resolution refers to how a person identifies the problem, determining its cause, creating a reasonable solution, and implementing a conclusion. With the help of a client specialist, it is easier to handle such a situation. Problem resolution plays a vital role in helping resolve problems efficiently and effectively.

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

A software application is any computer program developed and used by consumers, such as Microsoft's suite of products (Office, Excel, Word, PowerPoint, Outlook, etc.), Internet browsers such as Firefox, Safari, and Chrome, or browser add-ons that Defendant preinstalls or causes to be preinstalled onto a Covered Product. The software application is designed to help the user perform specific tasks - personal, educational, and business functions.

A trouble ticket is another term for a support/help ticket. At the point when a client or worker has an issue, they present a record, or ticket, to the IT group depicting their issue. The group records significant data on the ticket and uses it for correspondence between the client and the group.

Top Skills for a Help Desk Supervisor

• Customer Service , 10.0%
• Technical Support , 8.5%
• Operational Procedures , 8.4%
• Help Desk , 6.0%
• Other Skills , 67.1%

4. List your help desk supervisor experience

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

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

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

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

• Assisted in the discovery and resolution of current and potential hardware issues.
• Maintained print server and printers for entire site.
• Started in a temporary position at the Salvation Army Headquarters in Atlanta.
• Allied Technical Data (Toyota Financial Services) - Staged, setup, and deployed 65 Dell desktops for new workstations.
• Maintained desktops, laptops, and servers for several K-12 schools totaling around 500 machines, both Mac and Windows-based.
• Performed repairs on Hewlett Packard, Compaq, Packard Bell, NEC, Toshiba and Apple computers, desktops and laptops.
• Performed software OS and application upgrades as necessary
• Obtained CompTIA+ and Microsoft Certified Professional certifications, as well as Toshiba and IBM factory warranty repair technician certifications.
• Worked on Windows 98, ME, 2000, and XP operating systems, repairing and diagnosing software related issues.
• Applied internal and external hardware devices to enhance computer performance and storage capabilities.
• Installed images using Windows Deployment Server.
• Enabled RDP on these machines.
• Configured static IP addresses for printers to ensure user connectivity, maintained print queues.
• Migrated MS Outlook (2007 to 2010) as well as Windows XP to 7 during workstation upgrade deployments.
• Reimaged PCs using Symantec Ghost.
• Provided user orientation of new and upgraded hardware/software packages, keeping management abreast with updated technology
• Installed new PCs for Cingular Wireless call center rollout Imaged PCs for call center using Norton Ghost
• Collaborated with overseas affiliate to provide efficient network and hardware troubleshooting/diagnostics.
• Provided problem resolution for all hardware and software elements of data communication network and ensured the availability of the data network.

5. Highlight help desk supervisor certifications on your resume

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

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

• IT Information Library Foundations Certification (ITIL)
• Security 5 Certification
• Certified Information Technology Professional (CITP)

6. Finally, add an help desk supervisor resume summary or objective statement

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

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

Common help desk supervisor resume skills

• Customer Service
• Technical Support
• Operational Procedures
• Desk Support
• Level Agreements
• Problem Resolution
• Troubleshoot
• Computer System
• Customer Support
• Statistical Reports
• Software Applications
• Trouble Tickets
• Technical Assistance
• User Accounts
• Performance Appraisals
• Mobile Device Management
• Performance Reviews
• Technical Issues
• Software Issues
• Technical Problems
• Level Support
• Network Connectivity
• Direct Reports
• Performance Evaluations
• Support Issues
• Customer Complaints
• Phone Support
• Customer Issues
• Trouble Calls
• Call Handling
• Training Materials
• Network Troubleshooting
• Call Tracking
• User Community

Entry level help desk supervisor resume templates

Professional help desk supervisor resume templates

Help Desk Supervisor Jobs

Links to help optimize your help desk supervisor resume.

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

Updated March 14, 2024

Editorial Staff

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

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Help Desk Supervisor Related Careers

• Computer Support Technician
• Customer Support Engineer
• Desk Support Technician
• Desktop Engineer
• Help Desk Administrator
• Help Desk Analyst
• Help Desk Coordinator
• Help Desk Manager
• Help Desk Representative
• Help Desk Specialist
• Lead Support Technician
• Level Senior Technician
• Senior Help Desk
• Senior Support Specialist
• Senior Support Technician

Help Desk Supervisor Related Jobs

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Browse computer and mathematical jobs

• • Led a team of 10 support specialists, improving the team's efficiency in resolving tickets by 25% in the first year.
• • Designed a comprehensive reporting system that reduced issue escalation by 15% through better tracking of recurring problems.
• • Established a service level agreement that increased client satisfaction scores from 80% to 93% within 18 months.
• • Spearheaded the deployment of new end-user hardware for 500+ employees, completing the project 1 month ahead of schedule.
• • Implemented a mentorship program, resulting in a 10% improvement in first-call resolution rates by newly trained staff.
• • Interpreted and utilized key performance indicators to redirect resources, achieving a 20% reduction in downtime.
• • Managed end-user networking issue resolution, achieving a 99% uptime for the company's internal network.
• • Developed process improvements that increased ticket completion rates by an average of 30% per quarter.
• • Overhauled the IT hardware ordering system, reducing procurement costs by 20% while maintaining quality.
• • Conducted regular training sessions on support tools and techniques, enhancing team proficiency and response times.
• • Facilitated a cross-department collaboration that led to the reduction of repeat service requests by 35%.
• • Provided tier 2 technical support, resolving over 500 complex service requests per quarter.
• • Contributed to the maintenance of a knowledge base that cut down issue resolution time by 25%.
• • Enhanced user satisfaction by innovating an onboarding process for new software deployments.
• • Assisted in developing departmental goals that linked to a 10% increase in overall productivity.

5 Help Desk Manager Resume Examples & Guide for 2024

Your help desk manager resume must demonstrate strong leadership abilities. Showcase your experience in managing a team and driving customer service success. Include evidence of your technical proficiency and problem-solving skills. Employers want to see your capability to handle complex IT issues efficiently on your resume.

All resume examples in this guide

Traditional

Resume Guide

Resume Format Tips

Resume Experience

Skills on Resume

Education & Certifications

Resume Summary Tips

Additional Resume Sections

Key Takeaways

As a help desk manager, articulating the breadth of your technical expertise and leadership skills in a concise resume can be a significant challenge. Our guide provides targeted advice and examples to showcase your accomplishments effectively, ensuring your resume stands out to potential employers.

• Sample industry-leading professional resumes for inspiration and help desk manager resume-writing know-how.
• Focus recruiters' attention on what matters most - your unique experience, achievements, and skills.
• Write various resume sections to ensure you meet at least 95% of all job requirements.
• Balance your help desk manager technical expertise with personality to stand out amongst candidates.

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

• Service Desk Manager Resume Example
• Development Manager Resume Example
• Database Developer Resume Example
• Cnc Programmer Resume Example
• Snowflake Developer Resume Example
• IT Technician Resume Example
• Cisco Network Engineer Resume Example
• Software Tester Resume Example
• Desktop Support Resume Example
• Assistant IT Manager Resume Example

Optimize your help desk manager resume format to pass the recruiters' assessment

What recruiters are looking for is systematised content that is clear and coherent. Thus, your help desk manager resume needs to answer requirements and why you're the best candidate for the role from the get-go.

• Sorting your experience in the reverse chronological order - starting with your most recent and relevant roles. This is an excellent choice for more experienced professionals;
• Writing your contact information (e.g. personal phone number and email address ) and your portfolio or LinkedIn link in your help desk manager resume header. If you're wondering to include a photo or not, always make sure that it's appropriate for the country you're applying in;
• Use the basic, most important help desk manager resume sections - your experience, education, summary, etc. Use your resume's real estate wisely to tell a compelling, professional story and match job description's keywords;
• Don't go overboard with the length of your resume. One page is absolutely fine if you happen to have under a decade of relevant experience.

Are you still wondering if you should submit your help desk manager resume in PDF or Word format ? The PDF has a few more advantages, as it doesn't change the format and the text can't be altered upon application.

Format matters most when your help desk manager resume is assessed by the Applicant Tracker System (or the ATS).

The ATS parses resumes, looking for specific keywords, skills or experience that match the job description.

P.S. We recently did a study on how the ATS works and were able to demystify three of the biggest misconceptions about how it assesses candidate resumes.

To pass the ATS evaluation, select any of the serif or sans-serif fonts. Popular choices that would help your help desk manager resume stand out include Raleway, Exo 2, Montserrat, etc.

Most traditionalists go for Arial or Times New Roman, but it's often the case that many candidates choose these fonts, and you'd thus lose points on the uniqueness front.

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Showcase any ongoing or recent educational efforts to stay updated in your field.

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

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

What recruiters want to see on your resume:

• Proven experience in managing a help desk team and overseeing all operations, including staff performance and customer service standards.
• Strong technical knowledge and understanding of help desk software, databases, and remote control.
• Excellent problem-solving skills with the ability to analyze situations, identify existing or potential problems, and recommend solutions.
• Experience in developing and implementing help desk procedures, policies, and systems to enhance efficiency and customer satisfaction.
• Track record of setting specific customer service standards and monitoring and reporting on support effectiveness through metrics such as first-call resolution and ticket turnaround times.

Adding your relevant experience to your help desk manager resume

If you're looking for a way to show recruiters that your expertise is credible, look no further than the resume experience section.

Your help desk manager resume experience can be best curated in a structured, bulleted list detailing the particulars of your career:

• Always integrate metrics of success - what did you actually achieve in the role?
• Scan the help desk manager advert for your dream role in search of keywords in the job requirements - feature those all through your past/current experience;
• Dedicate a bullet (or two) to spotlight your technical capabilities and how you're able to use the particular software/technology in your day-to-day roles;
• Write simple by including your responsibility, a job advert keyword or skill, and a tangible outcome of your success;
• Use the experience section to also define the unique value of working with you in the form of soft skills, relevant feedback, and the company culture you best thrive in.

Industry leaders always ensure that their resume experience section offers an enticing glimpse at their expertise, while telling a career narrative. Explore these sample help desk manager resumes on how to best create your resume experience section.

• Led a team of 15 help desk analysts to provide 24/7 support for over 10,000 global users, reducing ticket resolution time by 25%.
• Implemented a new ITSM platform that optimized workflow processes and enhanced tracking of KPIs including first call resolution, leading to a 10% increase in customer satisfaction.
• Developed and executed a comprehensive training program that increased staff technical proficiency and ensured cross-departmental IT support alignment.
• Managed critical IT support incidents for enterprise-level clients, streamlining the escalation process and reducing system downtime by 15%.
• Collaborated with systems engineers to integrate customer feedback into the continuous improvement of help desk tools and protocols.
• Oversaw the migration of help desk services to a cloud-based infrastructure which improved remote support capabilities and scalability.
• Introduced an AI-driven ticketing system that automated routine inquiries, allowing staff to focus on complex technical issues.
• Monitored and analyzed performance data to identify trends and develop strategies for reducing recurrent IT issues by 20%.
• Coordinated with the cybersecurity team to incorporate best practices into help desk operations, significantly mitigating risk exposure.
• Implemented a customer feedback loop that increased the help desk’s ability to respond to user needs, improving service customization.
• Enhanced IT help desk service levels by recruiting, training, and developing a high-performing team focused on customer service excellence.
• Spearheaded the development of a self-service portal, which empowered users to resolve simple issues and reduced overall ticket volume by 30%.
• Directing the global help desk operations with a focus on leveraging automation tools to elevate user satisfaction and reduce response times.
• Spearheading the integration of chatbot technology that effectively handles 40% of initial customer interactions, freeing up resources for critical support areas.
• Conducting regular performance assessments using analytics to continuously refine the support model and align with evolving business requirements.
• Revamped the help desk ticketing process which resulted in a 35% improvement in response times and a 50% reduction in backlogged tickets.
• Managed cross-functional teams to resolve complex IT problems, cutting the mean time to resolution by 20% and enhancing system availability.
• Pioneered the adoption of a remote support policy which increased flexibility for staff and ensured uninterrupted customer service during remote work transitions.
• Oversaw a period of significant expansion of help desk services, including a 50% increase in support staff to handle growing customer demand.
• Played a key role in the company-wide adoption of Agile methodologies which improved inter-departmental collaboration and accelerated problem-solving.
• Championed the implementation of advanced monitoring tools that proactively identified potential issues, reducing downtime by 18%.
• Developed and maintained an IT help desk knowledge base that reduced ticket resolution time and enhanced internal training processes.
• Forged strong vendor relationships that improved the quality of technical support tools and reduced software procurement costs by 12%.
• Coordinated with IT leadership to align help desk activities with strategic business initiatives, ensuring adaptive support for new technologies.
• Increased the IT department’s operational efficiency by implementing strategic staffing models that optimized round-the-clock support coverage.
• Conceptualized and launched a cross-training program that resulted in a more versatile help desk team able to address a broader range of technical issues.
• Established a program for tracking and responding to user satisfaction metrics, leading to a 15% improvement in perceived IT support quality.
• Orchestrated a seamless transition for the help desk team to a comprehensive remote work model while maintaining 99% SLA adherence.
• Implemented a tiered support strategy that maximized the efficient use of skilled resources and reduced average handle time by 22%.
• Championed the development and integration of predictive analysis tools into support practices, significantly lowering incident recurrence rates.

Quantifying impact on your resume

• Highlight the number of support tickets resolved per day to demonstrate efficiency in handling customer issues.
• Quantify the size of the help desk team you have managed to showcase leadership and team management skills.
• Include the percentage reduction in ticket resolution time to emphasize process improvement capabilities.
• Mention the number of training sessions conducted for help desk staff to illustrate commitment to team development.
• Detail the increase in customer satisfaction scores to reflect the impact of service quality enhancements.
• Specify the volume of calls and emails managed to show the ability to handle high workloads effectively.
• Report on the percentage of issues resolved on the first call to highlight proficiency in problem-solving.
• Indicate the dollar value of the IT assets you were responsible for to establish financial accountability and asset management skills.

Action verbs for your help desk manager resume

Experience section for candidates with zero-to-none experience

While you may have less professional experience in the field, that doesn't mean you should leave this section of your resume empty or blank.

Consider these four strategies on how to substitute the lack of experience with:

• Volunteer roles - as part of the community, you've probably gained valuable people (and sometimes even technological capabilities) that could answer the job requirements
• Research projects - while in your university days, you may have been part of some cutting-edge project to benefit the field. Curate this within your experience section as a substitute for real-world experience
• Internships - while you may consider that that summer internship in New York was solely mandatory to your degree, make sure to include it as part of your experience, if it's relevant to the role
• Irrelevant previous jobs - instead of detailing the technologies you've learned, think about the transferable skills you've gained.

Recommended reads:

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

Shining a light on your help desk manager hard skills and soft skills

To win recruiters over, you must really have a breadth of skill set presented and supported within your help desk manager resume.

On hiring managers' checklists, you'd initially discover hard or technical skills. Those are the technology (and software) that help you perform on the job. Hard skills are easy to quantify via your education, certificates, and on-the-job success.

Another main criterion recruiters are always assessing your help desk manager resume on is soft skills. That is your ability to communicate, adapt, and grow in new environments. Soft skills are a bit harder to measure, as they are gained both thanks to your personal and professional experience.

Showcase you have the ideal skill set for the role by:

• Dedicating both a skills box (for your technical capabilities) and an achievements or strengths section (to detail your personal skills).
• When listing your skills, be specific about your hard skills (name the precise technology you're able to use) and soft skills (aim to always demonstrate what the outcomes were).
• Avoid listing overused cliches in the skills section (e.g. Microsoft Office and Communication), unless they're otherwise specified as prominent for the role.
• Select up to ten skills which should be defined via various sections in your resume skills sidebar (e.g. a technical skills box, industry expertise box with sliders, strengths section with bullets).

Spice up your resume with leading technical and people skills, that'd help you get noticed by recruiters.

Top skills for your help desk manager resume:

Technical Support

IT Service Management

Knowledge of Operating Systems

Network Troubleshooting

Help Desk Software Proficiency

Security Compliance

Incident Management

Problem Solving

ITIL Framework Knowledge

Hardware Configuration

Communication Skills

Customer Service

Analytical Thinking

Time Management

Adaptability

Conflict Resolution

Highlight any significant extracurricular activities that demonstrate valuable skills or leadership.

Help Desk Manager-specific certifications and education for your resume

Place emphasis on your resume education section . It can suggest a plethora of skills and experiences that are apt for the role.

• Feature only higher-level qualifications, with details about the institution and tenure.
• If your degree is in progress, state your projected graduation date.
• Think about excluding degrees that don't fit the job's context.
• Elaborate on your education if it accentuates your accomplishments in a research-driven setting.

On the other hand, showcasing your unique and applicable industry know-how can be a literal walk in the park, even if you don't have a lot of work experience.

Include your accreditation in the certification and education sections as so:

• Important industry certificates should be listed towards the top of your resume in a separate section
• If your accreditation is really noteworthy, you could include it in the top one-third of your resume following your name or in the header, summary, or objective
• Potentially include details about your certificates or degrees (within the description) to show further alignment to the role with the skills you've attained
• The more recent your professional certificate is, the more prominence it should have within your certification sections. This shows recruiters you have recent knowledge and expertise

At the end of the day, both the education and certification sections hint at the initial and continuous progress you've made in the field.

And, honestly - that's important for any company.

Below, discover some of the most recent and popular Help Desk Manager certificates to make your resume even more prominent in the applicant pool:

The top 5 certifications for your help desk manager resume:

• Help Desk Institute (HDI) Support Center Manager (SCM) — HDI
• Microsoft Certified Solutions Expert (MCSE) — Microsoft
• Information Technology Infrastructure Library (ITIL) Foundation — AXELOS
• Certified Information Systems Security Professional (CISSP) — (ISC)²
• Project Management Professional (PMP) — Project Management Institute (PMI)

List your educational qualifications and certifications in reverse chronological order.

• When You Should (And Not) Add Dean's List On Your Resume
• When Should You Include Your High School on Your Resume?

Should you write a resume summary or an objective?

No need to research social media or ask ChatGPT to find out if the summary or objective is right for your help desk manager resume.

• Experienced candidates always tend to go for resume summaries. The summary is a three to five sentence long paragraph that narrates your career highlights and aligns your experience to the role. In it you can add your top skills and career achievements that are most impressive.
• Junior professionals or those making a career change, should write a resume objective. These shouldn't be longer than five sentences and should detail your career goals . Basically, how you see yourself growing in the current position and how would your experience or skill set could help out your potential employers.

Think of both the resume summary and objective as your opportunity to put your best foot forward - from the get go - answering job requirements with skills.

Use the below real-world help desk manager professional statements as inspiration for writing your resume summary or objective.

Resume summaries for a help desk manager job

• With over 7 years of experience in IT support, a seasoned help desk manager adept at streamlining help desk operations, reducing downtime, and enhancing user satisfaction. Proficient in ITIL methodologies and Microsoft Office Suite, boasting a record of reducing ticket resolution times by 30% at TechGenix Solutions.
• Former customer service supervisor with 5 years of leadership experience, transitioning to the tech sector as a help desk manager, bringing exceptional problem-solving abilities and a commitment to improving service response times. Skilled in communication and team coordination, eager to apply transferable skills to achieve high customer service ratings in a tech environment.
• Eager to leverage a 10-year background in operations management within the retail industry to the tech sphere, where customer support and efficient resolution are paramount. Bringing to bear extensive experience in team leadership and process optimization, aiming to drive excellence in a new role as a help desk manager.
• A dynamic professional with 8 years guiding high-performance help desk teams for SaaS companies. Specializes in SAFe Agile methodologies and is a certified ITIL v4 practitioner. Achieved a 97% customer satisfaction rate through innovative support strategies and dedication to service excellence at CloudTech Enterprises.
• Seeking a challenging entry-level opportunity to apply my keen interest in technology and strong interpersonal skills. Enthusiastic about developing a deep understanding of technical support processes and contributing to improved customer service experiences. Motivated to learn rapidly and make a significant impact in a dynamic tech support environment.
• Recent IT graduate motivated to begin a career in tech support, aiming to apply theoretical knowledge from a BSc in Information Technology and hands-on internship experience. Focused on mastering help desk management tools and protocols to facilitate effective customer service in a high-paced tech firm.

Showcasing your personality with these four help desk manager resume sections

Enhance your help desk manager expertise with additional resume sections that spotlight both your professional skills and personal traits. Choose options that not only present you in a professional light but also reveal why colleagues enjoy working with you:

• My time - a pie chart infographic detailing your daily personal and professional priorities, showcasing a blend of hard and soft skills;
• Hobbies and interests - share your engagement in sports, fandoms, or other interests, whether in your local community or during personal time;
• Quotes - what motivates and inspires you as a professional;
• Books - indicating your reading and comprehension skills, a definite plus for employers, particularly when your reading interests align with your professional field.

Key takeaways

Securing your ideal job starts with crafting a compelling help desk manager resume. It should not only highlight your professional strengths but also reflect your personality. Key aspects to remember include:

• Choose a clear, easily editable format, allowing more time to focus on the content of your resume;
• Emphasize experience relevant to the job, focusing on your impact on the team;
• Opt for a resume summary if you have extensive professional experience, and a resume objective if you're just starting out;
• Include technical skills in the skills section and interpersonal skills in the achievements section;
• Recognize the importance of various resume sections (e.g., My Time, Projects) in showcasing both your professional abilities and personal traits.

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

If you consider yourself tech-savvy and have excellent problem-solving skills, a job at the service desk might suit you. the service desk has the purpose of helping users with incident resolution. they have two options: using the self-service support system to easily find answers to their queries or requesting help from a service desk analyst. this is where you come to help. service desk analysts work in the it department and become the bridge between the company and its users. today, we’ll dive deeper into this career and show you how to create your own service desk resume..

A service desk is a resolution center where users place their queries or find answers by themselves. It has pre-made solutions so users can quickly find answers and it also has a database to receive queries. A service desk helps users solve day-to-day issues such as changing their passwords, installing software, or configuration tasks. 

Generally, users send their requests via email, and this request creates a ticket number. This way service desk analysts or technicians can work on those queries progressively. The idea is to automate the support system to provide better and faster services. It aims to resolve IT issues in fewer steps by streamlining and automating the technical support process.

These days most desk service systems have AI-driven chatbots that help users in troubleshooting faster and at any time. Just think about it, robots don’t sleep or rest, so they are available for users 24/7. However, this doesn’t mean you will be replaced by AI, so keep working on your resume. Service desk analysts are still valuable for recruiters.

What you need to know about AI is that it simplifies your job by taking all the low-value technical support tasks off your shoulders so you can focus on higher-significant issues. Keep in mind that AI is weak in terms of customer support, so technicians still have to handle high-level troubleshooting. 

If you want to enrich your technician resume, take a look below. We’ll share with you three resume templates and handy tips to inspire you.

Service Desk Resume Templates

Jump to a template:

• Service Desk Analyst
• IT Service Desk Analyst
• Service Desk Technician

Jump to a resource:

• Keywords for Service Desk Resumes

Service Desk Resume Tips

• Action Verbs to Use
• Related Administrative Resumes

Get advice on each section of your resume:

Template 1 of 3: Service Desk Analyst Resume Example

A service desk analyst is a technician who troubleshoots and provides support to users. They help them resolve problems at different scales. Therefore they work in multiple tiers depending on the complexity of the problem. Service desk analysts must have great attention to detail, so you should demonstrate this in your resume by double-checking every time to reduce the risks of typos or mistakes.

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

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

   demonstrate your knowledge of customer relationship management (crm).

Most companies integrate their service desk with a CRM system. This allows them to orchestrate all customer service operations in one place with minimal delays. CRMs also have a database of customer queries which helps technicians have access to insightful information from previous issues. Now that we know this, we can assume that this is a valuable skill to add to your resume.

   Highlight your communication skills.

As a service desk analyst, you will often deal with non-tech customers who may not understand all the technical processes behind troubleshooting. Therefore, it is important to have excellent communication skills and demonstrate them in your resume.

Skills you can include on your Service Desk Analyst resume

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

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

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

   indicate your achievements with metrics..

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

   Emphasize your problem-solving skills.

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

Skills you can include on your IT Service Desk Analyst resume

Template 3 of 3: service desk technician resume example.

A service desk technician resolves end-users issues by providing technical support. They can troubleshoot both software and hardware. In addition, they are responsible for software maintenance and ICT security. Therefore, it can be a good idea to mention your proficiency with cyber security in your resume.

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

   indicate your competency with task management software..

Most IT departments work with an Agile approach, meaning that they prioritize tasks and complete them in short milestones. This requires strong organizational skills and the help of a task management system. You can mention your familiarity with tools like Jira, ClickUp, or Trello in your resume.

   Mention your ability to work with a large team.

Service desk technicians often collaborate with other IT specialists to resolve issues. You will often work with a large team in the IT department, so it’s important to mention your team work skills in your resume.

Skills you can include on your Service Desk Technician resume

As a hiring manager who has recruited for service desk roles at companies like Geek Squad, Apple, and Mindtree, I've seen firsthand what makes a resume stand out. The following tips will help you craft a compelling service desk resume that showcases your skills and experience in the best possible light. By following these recommendations, you'll increase your chances of landing an interview and ultimately securing a job in this competitive field.

   Highlight your technical skills and certifications

Emphasize your technical skills and any relevant certifications you have earned. Service desk roles often require expertise in specific technologies and systems.

• CompTIA A+ and Network+ certified
• Proficient in Windows, macOS, and Linux operating systems
• Experienced with JIRA, Zendesk, and ServiceNow ticketing systems

Avoid being too vague or listing skills without context, like this:

• Computer skills
• Good with technology
• Quick learner

   Demonstrate your customer service experience

Service desk roles require strong customer service skills. Highlight any experience you have working directly with customers, whether in a help desk setting or another customer-facing role.

• Provided technical support to 50+ customers daily via phone, email, and chat
• Maintained a 95% customer satisfaction rating based on post-interaction surveys
• Resolved complex customer issues by collaborating with cross-functional teams

Avoid simply stating that you have customer service skills without providing examples:

• Good customer service skills
• Enjoy working with people

   Quantify your achievements with metrics

Use specific numbers and metrics to quantify your achievements whenever possible. This helps hiring managers understand the scope and impact of your work.

• Resolved an average of 30 tickets per day while maintaining a 98% resolution rate
• Reduced average ticket resolution time by 25% through process improvements
• Contributed to a 20% reduction in customer churn by providing exceptional support

Avoid using vague or unquantified statements:

• Resolved many tickets
• Improved ticket resolution time
• Helped reduce customer churn

   Tailor your resume to the job description

Customize your resume for each service desk job you apply to by incorporating keywords and phrases from the job description. This shows the hiring manager that you have the specific skills and experience they are looking for.

Customer-focused IT professional with 3+ years of experience providing technical support for SaaS products. Skilled in troubleshooting, problem-solving, and communicating complex technical concepts to non-technical users. Seeking a service desk role at [Company Name] to leverage my expertise in Zendesk and Salesforce to deliver exceptional customer support.

Avoid using a generic summary that could apply to any service desk job:

Experienced IT support professional looking for a new opportunity. Skilled in customer service, troubleshooting, and technical support. Eager to apply my skills in a challenging service desk role.

   Showcase your problem-solving skills

Service desk roles require strong problem-solving skills to diagnose and resolve technical issues. Provide specific examples of how you have used your problem-solving abilities to overcome challenges.

• Identified and resolved a recurring software issue affecting multiple clients, reducing support tickets by 30%
• Developed a troubleshooting guide for common hardware issues, empowering the team to resolve problems more efficiently
• Collaborated with the development team to identify and fix a critical bug, minimizing customer impact

Avoid simply claiming to have problem-solving skills without providing evidence:

• Strong problem-solving skills
• Able to think critically and solve problems

   Highlight your communication and collaboration skills

Service desk professionals must be able to communicate effectively with both technical and non-technical stakeholders. Emphasize your ability to collaborate with cross-functional teams and convey complex information in a clear, concise manner.

• Collaborated with sales and marketing teams to develop user guides and FAQs for new product launches
• Presented monthly service desk performance reports to leadership, highlighting key metrics and improvement opportunities
• Mentored junior service desk team members, providing guidance on technical skills and customer service best practices

Avoid using generic statements that don't showcase your specific communication and collaboration abilities:

• Good communication skills
• Team player
• Able to work with others

Writing Your Service Desk Resume: Section By Section

  header, 1. include your name, phone number, and email.

Your header should include your full name, phone number, and a professional email address. Make sure your name stands out and is easy to read.

• John Q. Doe, 123 Main St, Anytown USA 12345, 555-123-4567, [email protected] , linkedin.com/in/johndoe

Instead, format your header like this:

• John Doe 555-123-4567 | [email protected] | linkedin.com/in/johndoe

Use a professional email address that includes your name, not a nickname or joke. Avoid outdated email providers like AOL or Hotmail, and stick with Gmail or your own domain.

2. Decide if you should include your location

Traditional resume advice was to always include your full address in your header. However, with more companies hiring remote workers, including your full address is no longer necessary.

If you're applying for a remote service desk position, you can leave off your address entirely. If the position is in-office, include your city and state to show you're a local candidate.

John Doe Chicago, IL 555-123-4567 | [email protected]

Avoid including your full street address for privacy reasons. Also consider any relocation plans. If you're planning to move soon, you may want to list your target location instead.

3. Add your LinkedIn profile or portfolio URL

Including your LinkedIn profile URL in your header is a great way to provide recruiters with additional information about your background and experience. Make sure your LinkedIn profile is up-to-date and includes relevant keywords for service desk positions.

If you have an online portfolio or personal website that showcases your technical skills and projects, you can also include that URL in your header. This is especially relevant if you're applying for a more technical service desk role.

• John Doe Chicago, IL | 555-123-4567 | [email protected] linkedin.com/in/johndoe | johndoe.com

Make sure to use a custom LinkedIn URL that includes your name, not a string of random numbers and letters. Keep the URL as short and memorable as possible.

  Summary

A resume summary, also known as a professional summary, is an optional section that you can include at the top of your resume. It provides a brief overview of your professional experience, skills, and achievements that are most relevant to the job you're applying for. While a summary is not a mandatory section, it can be beneficial for job seekers who want to provide additional context or highlight details that may not be immediately apparent from their work history. However, it's important to note that you should never use an objective statement instead of a summary, as they are outdated and often too generic.

When writing a summary for a Service Desk position, focus on your technical skills, customer service experience, and any relevant certifications or training. Tailor your summary to the specific requirements of the job description and avoid repeating information that is already covered in other sections of your resume.

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

1. Highlight your technical skills and certifications

When applying for a Service Desk position, it's crucial to showcase your technical skills and any relevant certifications you have earned. Hiring managers are looking for candidates who have a strong foundation in IT and can troubleshoot various technical issues.

• CompTIA A+ certified IT professional with 3+ years of experience in troubleshooting hardware, software, and network issues
• Skilled in diagnosing and resolving technical problems for Windows and Mac operating systems

On the other hand, avoid making vague or generic statements that don't provide any specific information about your skills:

• Good with computers
• Fast learner and problem solver

2. Emphasize your customer service experience

In addition to technical skills, Service Desk positions require strong customer service abilities. Your summary should highlight your experience in dealing with customers and your ability to communicate technical information to non-technical users.

Customer-focused IT professional with 5+ years of experience providing technical support and resolving complex issues for a diverse user base. Skilled in communicating technical concepts to non-technical audiences and maintaining a positive attitude under pressure.

Avoid using generic phrases or soft skills without providing context:

• People person
• Excellent communication skills

  Experience

Your work experience section is the heart of your resume. It's where you highlight your relevant skills, accomplishments, and impact. Hiring managers want to see how you've applied your skills to real-world situations and made a difference in your previous roles.

In this section, we'll break down the key steps to writing a compelling work experience section for a service desk resume.

1. Highlight your technical skills

As a service desk professional, you likely have a wide range of technical skills. Showcase the specific technologies, systems, and tools you've worked with. This helps hiring managers quickly see if you have the right technical background for the role.

• Proficient in troubleshooting Windows, macOS, and Linux operating systems
• Experienced with JIRA, Zendesk, and Salesforce Service Cloud ticketing systems
• Skilled in remote desktop support using TeamViewer and LogMeIn

Avoid simply listing generic skills without context, like this:

• Technical skills
• Customer service
• Problem-solving

Not sure if your resume highlights the right skills? Try our Targeted Resume tool. It checks your resume against a job description to see if you have the skills and keywords employers are looking for.

2. Quantify your impact with metrics

Numbers speak louder than words. Whenever possible, use metrics to quantify your impact and achievements. This helps hiring managers understand the scope and significance of your contributions.

Here are some examples of how to incorporate metrics:

• Resolved an average of 50+ support tickets per day while maintaining a 95% customer satisfaction rating
• Reduced average ticket resolution time by 30% by implementing a new troubleshooting workflow
• Handled 100+ customer inquiries daily via phone, email, and chat

Contrast this with a work experience description that lacks metrics:

Responsible for answering customer inquiries and resolving technical issues. Helped improve ticket resolution process.

If you don't have access to specific metrics, you can still use numbers to provide context. For example, mention the size of the customer base you supported or the number of team members you collaborated with.

3. Tailor your work experience to the job

Hiring managers want to see how your past experience aligns with the specific role you're applying for. Review the job description carefully and highlight the most relevant aspects of your work history.

For example, if the job emphasizes customer service skills, focus on experiences that demonstrate your ability to handle customer issues effectively:

• Provided exceptional customer service as the first point of contact for a diverse client base
• Collaborated with cross-functional teams to resolve complex customer issues and improve overall satisfaction

On the other hand, if the role is more technical, emphasize your technical problem-solving abilities:

• Diagnosed and resolved complex hardware and software issues for a variety of devices and systems
• Developed and maintained documentation for common technical issues and their solutions

After tailoring your work experience, use our Score My Resume tool to get instant feedback on your resume. It checks your resume on over 30 key criteria that hiring managers care about.

4. Showcase your career growth

Hiring managers love to see candidates who have progressed and taken on more responsibility over time. If you've been promoted or have taken on leadership roles, make sure to highlight this in your work experience section.

Here's an example of how to showcase career growth:

IT Service Desk Analyst, ABC Company (2018-Present) - Promoted to Senior IT Service Desk Analyst in 2020 - Mentored and trained a team of 5 junior analysts - Led a project to implement a new ticketing system, resulting in a 25% increase in efficiency

Compare this to a work experience entry that doesn't highlight growth:

IT Service Desk Analyst, ABC Company (2018-Present) - Responded to customer inquiries and resolved technical issues - Documented common problems and their solutions - Collaborated with other teams to improve processes

If you don't have a clear promotion to highlight, you can still showcase growth by emphasizing how your responsibilities and impact increased over time within the same role.

  Education

Your education section shows hiring managers that you have the necessary training and knowledge for the service desk role. It also gives them a sense of your career trajectory and growth. Here are some tips to write an effective education section:

1. Put education at the top if you're a recent grad

If you graduated within the past 1-2 years and don't have much work experience yet, put your education section above your work history. This highlights your most relevant qualifications first.

Include your:

• Degree (Associate's, Bachelor's, etc.)
• University name and location
• Graduation year

You can also add relevant coursework, projects, or GPA if it's over 3.5. For example:

Bachelor of Science in Computer Science University of Texas at Austin, Austin, TX Graduated: May 2022 GPA: 3.8 Relevant Coursework: - Network and System Administration - Database Management - Cybersecurity Fundamentals

2. Keep education concise if you have years of experience

When you have several years of relevant work experience for service desk roles, your education becomes less important. Hiring managers will be more interested in the skills and knowledge you've gained on the job.

In this case, just list your degree, major, university name, and graduation year. For example:

B.S. Management Information Systems, Florida State University, 2015

Avoid listing basic coursework, projects, or GPA. These details are less relevant once you're established in your career. Compare the concise example above to an overly detailed one:

Bachelor of Science in Management Information Systems Florida State University, Tallahassee, FL Graduated: May 2015 GPA: 3.2 Coursework: - Intro to Information Systems - Systems Analysis and Design - Business Data Communications

3. Include relevant certifications

Certifications show you have specific knowledge and skills for service desk roles. You can list them in your education section or in a separate certifications section.

Some common IT support and service desk certifications include:

• HDI Customer Service Representative (HDI-CSR)
• ITIL Foundation
• Microsoft 365 Certified: Modern Desktop Administrator Associate

When listing certifications, include the full name and the year you earned it. If the certification expires, you can add the expiration date too.

CompTIA A+ Certification, 2020 HDI-CSR, 2021 ITIL Foundation Certificate in IT Service Management, 2022 - 2025

Action Verbs For Service Desk Resumes

Communication is key when it comes to a service desk analyst role. You understand all the technical aspects of troubleshooting but remember you’ll be talking to non-tech users in most cases. That’s why it is important to be descriptive and precise at the same time. You need to reflect this in your resume. 

You can simplify the information in your resume by using bullet points that start with strong action verbs. These are descriptive words that hold you accountable for your responsibilities in previous jobs. If you need help choosing the right ones, take a look below. We have compiled some of the best action verbs for your service desk resume.

• Co-ordinated
• Streamlined
• Interpreted
• Troubleshooted

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

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

Action Verbs for Service Desk Resumes

Skills for service desk resumes.

Service desk analysts must have a strong set of skills in computer science and customer service. This role requires a combination of highly technical skills and communication skills. You must be proficient at using CRM and task management software and have an excellent eye for details. 

Some employers will require other skills in particular, so it’s always important to check your potential employers’ job posts to identify technical skills that you can include. You can also check the following skills that are relevant to a service desk role according to our research.

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

How To Write Your Skills Section On a Service Desk Resumes

You can include the above skills in a dedicated Skills section on your resume, or weave them in your experience. Here's how you might create your dedicated skills section:

Skills Word Cloud For Service Desk Resumes

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

How to use these skills?

Other administrative resumes, customer service.

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IT Service Desk Resume Samples

The guide to resume tailoring.

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

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

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

15 IT Service Desk resume templates

Read our complete resume writing guides

How to tailor your resume, how to make a resume, how to mention achievements, work experience in resume, 50+ skills to put on a resume, how and why put hobbies, top 22 fonts for your resume, 50 best resume tips, 200+ action words to use, internship resume, killer resume summary, write a resume objective, what to put on a resume, how long should a resume be, the best resume format, how to list education, cv vs. resume: the difference, include contact information, resume format pdf vs word, how to write a student resume, it service desk duty manager resume examples & samples.

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

It-service Desk Analyst Resume Examples & Samples

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

IT Service Desk Analyst Intern Resume Examples & Samples

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

Manager IT Service Desk Resume Examples & Samples

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

Specialist IT Service Desk Western Europe Resume Examples & Samples

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

Team Lead-it Service Desk Resume Examples & Samples

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

IT Service Desk Analyst Snei-sd Resume Examples & Samples

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

IT Service Desk Coordinator Resume Examples & Samples

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

IT Service Desk Analyst With French Resume Examples & Samples

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

IT Service Desk Agent / Technician Resume Examples & Samples

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

IT Service Desk, Team Lead Resume Examples & Samples

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

Senior Mgr, IT Service Desk Resume Examples & Samples

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

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

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

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

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

IT Service Desk Team Lead Resume Examples & Samples

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

IT Service Desk Generalist Resume Examples & Samples

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

IT Service Desk Analyst With German Resume Examples & Samples

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

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

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

Manager, IT Service Desk Resume Examples & Samples

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

IT Service Desk Resume Examples & Samples

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

IT Service Desk Performance Manager Resume Examples & Samples

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

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

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

After Hours IT Service Desk Agent Resume Examples & Samples

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

IT Service Desk Phone Agent / Technician Resume Examples & Samples

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

Team Lead IT Service Desk Resume Examples & Samples

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

German Speaking Senior IT Service Desk Analyst Resume Examples & Samples

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

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

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

IT Service Desk Agent Resume Examples & Samples

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

IT Service Desk Phone Agent Resume Examples & Samples

Multilingual it service desk positions resume examples & samples.

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

IT Service Desk Agent With Spanish Resume Examples & Samples

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

IT Service Desk Shift Supervisor Resume Examples & Samples

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

Internship IT Service Desk Resume Examples & Samples

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

Supervisor, IT Service Desk Resume Examples & Samples

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

IT Service Desk Agent f/m Resume Examples & Samples

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

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

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

Technical IT Service Desk Analyst Resume Examples & Samples

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

IT Service Desk Analys Resume Examples & Samples

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

IT Service Desk & Onsite Operations Manager Resume Examples & Samples

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

IT Service Desk Reports & Workforce Lead Resume Examples & Samples

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

IT Service Desk Administrator Resume Examples & Samples

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

Manager of IT Service Desk Resume Examples & Samples

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

IT Service Desk Supervisor Resume Examples & Samples

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

IT Service Desk Analyst Watford Resume Examples & Samples

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

Summer Intern, IT Service Desk Resume Examples & Samples

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

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

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

Agent, IT Service Desk Muscat Oman Resume Examples & Samples

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

Lead IT Service Desk Specialist Resume Examples & Samples

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

Pepp IT Service Desk Internship Summer Resume Examples & Samples

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

IT Service Desk Knowledge Resume Examples & Samples

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

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

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

IT Service Desk, Technical Specialist Resume Examples & Samples

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

IT Service Desk Engineer Resume Examples & Samples

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

IT Service Desk-team Lead Resume Examples & Samples

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

IT Service Desk Apprentice Resume Examples & Samples

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

IT Service Desk Member Resume Examples & Samples

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

IT Service Desk Represenative Resume Examples & Samples

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

IT Service Desk Director Resume Examples & Samples

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

Team Lead, IT Service Desk Resume Examples & Samples

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

Specialist, IT Service Desk Resume Examples & Samples

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

IT Service Desk Associate With Italian Resume Examples & Samples

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

IT Service Desk Senior Analyst Resume Examples & Samples

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

IT Service Desk Tier Resume Examples & Samples

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

Accenture IT Service Desk Specialist Resume Examples & Samples

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

Level IT Service Desk Resume Examples & Samples

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

IT Service Desk Level Technician Resume Examples & Samples

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

IT Service Desk Program Manager Resume Examples & Samples

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

Student Assistant, / IT Service Desk Resume Examples & Samples

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

IT Service Desk, Department Manager Resume Examples & Samples

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

Senior IT Service Desk Specialist Resume Examples & Samples

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

Senior Manager, IT Service Desk Resume Examples & Samples

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

IT Service Desk Representative Resume Examples & Samples

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

Director, Enterprise IT Service Desk Resume Examples & Samples

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

Dir IT Service Desk Resume Examples & Samples

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

Account Management IT Service Desk Specialist Resume Examples & Samples

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

IT Service Desk Knowledge Center Manager Resume Examples & Samples

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

IT Service Desk Specialist, Second Shift Resume Examples & Samples

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

IT Service Desk Specialist, Third Shift Resume Examples & Samples

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

Director Global IT Service Desk Resume Examples & Samples

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

Related Job Titles

Help Desk Supervisor Resume Samples

The Help Desk Supervisor manages the front desk team and activities. The major roles and responsibilities listed on the Help Desk Supervisor Resume include all these tasks – managing the help desk team and evaluating performance , ensuring customer services are delivered in a timely and accurate basis, recruiting and training help desk representatives and technicians; following up with customers to identify areas of improvement, handling escalated issues , setting specific customer service standards, and providing customer feedback to appropriate teams.

Apart from proven work experience, job applicants are expected to depict these skills on their resumes – hands-on experience with help desk operations and procedures, supervisory skills, solid technical background with an ability to deal with the non-technical audience, and team management skills. A degree in Computer Engineering or Information Technology with years of experience is the common qualification seen on most of the resumes.

• Resume Samples
• Administrative
• Help Desk Supervisor

Help Desk Supervisor Resume

Headline : Accomplished IT professional with demonstrated success implementing strategic technological solutions that improve business functionality and eliminate obstacles Operating Systems.

Skills : Microsoft Access, Microsoft Visio, Microsoft Project, Adobe Dreamweaver, WordPress.

Description :

• Provided a high level of technical expertise in hardware and software to support the department's 5000 users as well as mentor the DHR Help Desk personnel.
• Tested and evaluated new hardware and software in order to maintain knowledge and skills to better provide exceptional support and guidance.
• Tracked all calls using CA Unicenter Service Desk and Dashboard to ensure they were done in an expeditious manner.
• Performed all necessary personnel-related activities for five employees including interviewing prospective employees, determining qualifications and strengths, writing and conducting performance appraisals, timekeeping, employee counseling/discipline, and team building.
• Followed state and departmental policies and procedures so that all administrative tasks were complete, all approved positions were filled within the allotted time frame, all direct reports were fully aware of performance expectations and appraisal scores were justified with reasonable examples of performance.
• Designed and implemented metric reports for the DHR Help Desk.
• Helped to track and monitor the time required to complete phone and email requests received by the Help Desk as a whole and per each analyst by referencing information from each incident reported through the Unicenter Service Desk program.

Sr. Help Desk Supervisor Resume

Summary : High-performing innovative leader and manager with over 4 years' experience in Help Desk operations and technical support with a passion for customer service satisfaction.

Skills : Management, Customer Service, Data Entry, Logistics, Computer Savvy, Communication.

• Worked with CIO to establish and enforce Help Desk SLA's in consultation with end users to establish problem resolution expectations and time frames.
• Analyzed performance of Help Desk activities and documented resolutions, identified problem areas, and devised and delivered solutions to enhance quality of service and to prevent future problems.
• Managed the processing of incoming calls to the Help Desk via telephone, email, and ticketing system to ensure courteous, timely, and effective resolution of end user issues.
• Tracked and analyzed trends in Help Desk requests and generated statistical reports.
• Worked with the CIO to identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
• Coordinated and performed hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications Oversaw development and dissemination of help sheets, usage guides, and FAQ lists for end users.
• Oversaw the development, implementation, and administration of help desk staff training procedures and policies.
• Attended training seminars, conferences, and trade shows to broaden knowledge of current and future Help Desk issues and technologies.

Lead Help Desk Supervisor Resume

Summary : Oversees Integrated Shipboard Network System (ISNS) supporting over 1200 users, 758 workstations, 15 switching devices, 20 severs Naval Tactical Command Support System (NTCSS) and Sole System Administrator for a Multi-national/NATO allied system known as CENTRIX.

Skills : Trained in different fields of tourism and catering.

• Assembled and managed an in-house Help Desk servicing 1500 clients in 5 U.S.
• Liaison between Network Infrastructure Team and Help Desk, all levels.
• Developed training, new hire and mentoring programs and all related procedures.
• Implemented call tracking and knowledgebase system, TrackIT.
• Responsible for scheduling, updating, and training the entire team for all helpdesk related functions.
• Attended management meetings and delegated assigned tasks accordingly.
• Analyzed performance trends, forecasted resource requirements and implemented corrective action as needed.

Help Desk Supervisor/Technician Resume

Summary : To serve in a position that provides challenge, and facilitates professional development to others and clear focus on improving the quality of service for the customer and the community.

Skills : MCP, MCDST, SCA.

• Actively lead desktop support and network administrators in assisting over 1000 internal clients to resolve tier one and two technical issues and technology consultation while delivering exceptional customer service.
• Assisted in the Project Planning and Project Management of migrating users from Lotus Notes email environment to an Exchange/Outlook email environment.
• Created Project Plan and managed the deployment of Windows 7 upgrade and PC refresh by anticipating problems, assessing risks, and communicating to end-users to assure project quality and timeliness.
• Managed the creation of a new imaging process to improve PC preparation and deployment time.
• Implemented a Wasp hardware asset database and tagging system to improve the ability to plan for staffing changes and maintain the necessary tracking of hardware assets throughout the organization.
• Maintain Customer Service and Quality Control standards by utilizing coaching opportunities and keeping an open line of communication with the Help Desk Team.
• Perform network administration duties to simplify, maintain, and secure the computing environment.

Help Desk Supervisor/Representative Resume

Summary : Proven leader with over twelve years of experience in information security, enterprise networks, and defense information systems. Highly adaptable and dedicated to continual professional self-development.

Skills : Cash handling, Data entry, Analyzing Information, Results Driven, familiarized with MS Office.

• Oversee Help Desk operational functions and objectives.
• Provided Supervisory responsibility for 5 employees to include Pay for Performance evaluation reviews and goal preparation for the day to day operations.
• Oversee cases in the Clarify system to ensure a timely completion of problem cases.
• Acted as liaison between the IT Department and City departments to complete any analysis projects, hardware/software problems and to provide a one-stop resource for all City Departments.
• Aided in the ongoing analysis of the Inventory and Software projects which will allow accurate hardware and software records for the new department billing system.
• Provided several training sessions for the Help Desk staff and attended seminars on Team Building and Coaching.
• Responsible for the supervision of all Product Support Specialists, as well as providing senior technical support to all team members.

IT Help Desk Supervisor Resume

Summary : An enthusiastic, goal oriented, individual with excellent people skills, and possess the ability to delegate and follow through. Promoting attributes and overcoming barriers to achieve the maximum accomplishment for the benefit of all.

Skills : Networking, What's Up Gold, Server 2012, Microsoft Exchange 2010, Watch guard Firewalls XTM 810.

• Responsible for Supervision of Desktop staff of 5 which included the approval of timesheet records, assignment, and delegation of tickets that come into Desktop queue.
• Assignment and prioritization of tickets were critical to the service of our customers.
• Constantly provided detailed reports to the Manager and Chief Administration Officer.
• This was important as in one instance, in particular, we saw an increase in password resets.
• This prompted the purchase of an integrated Active Directory solution that provided the ability of end-users to reset their own password so that the staff could concentrate on more pressing issues.
• Helped to develop a standardization of Clerk's Office end-user computers that includes the on-going maintenance of all desktops, printers, scanners and any and all IT equipment.
• Worked closely with Departmental Supervisors to meet technology needs.

Help Desk Supervisor/Support Resume

Objective : Seeking a challenging position with a company emphasizing professional growth and advancement. Help Desk Supervisor is responsible for supporting the Help Desk team. 

Skills : Administrative, Help Desk Technician.

• Provide direction, support, technical assistance, customer service and quality assurance in the administration of user desktop environment and help desk daily operations.
• Responsible for the timely processing of Doral Help Desk trouble ticket requests, prompt resolution and quality of service assurance.
• Supervise, coordinate and train staff members in methods and procedures as required Maintains the asset records and license compliance of all users desktop and laptop hardware and software.
• Responsible for the daily monitoring of established critical applications.
• Prepare statistical reports concerning help desk activities for both staff and management.
• Prepare and maintain the necessary documentation for technical support and help desk requirements.
• Managed a team of 3 help desk techs providing support to a mobile fleet of employee laptops and site support for desktops for 250 employees over 8 sites throughout the Southeast.
• Handled calls from 7 am to 7 pm for Monday through Friday using Blue Ocean's Track-It software.

Help Desk Supervisor/Coordinator Resume

Summary : Offering 5 years of successful support experience in the Mobile Device Management field. Solid hands-on experience with sever MDM technologies such as MobileIron, Airwatch and MaaS360.

Skills : IT Help Desk, MS Office.

• Interviewed prospective employees to determine if their technical and customer service skills are a match for the departments needs.
• Purchased equipment for the company that not only allows staying in budget but also fulfills all needs of the users.
• Conferred with all department heads and branch offices to make sure all IT needs were met to their satisfaction.
• Reviewed daily activity reports of the help desk to determine trends to better utilize our resources and to lower our cost per incident.
• Worked with the Network Administrator in the administration and maintenance of all development and production servers.
• These servers included; Domain Controllers, Exchange Servers, Kaspersky Antivirus Servers and the Barracuda Anti-Spam appliance.
• Acted with Human Resources to keep our Active Directory and Global Address list current by deactivating terminated employee accounts and creating accounts for new hires.
• Built computers for new employees and made sure they were properly configured for the end-user.

Help Desk Supervisor/Executive Resume

Headline : Organized and very passionate about volunteering. Able to establish schedules, train volunteers, and meet challenges head on. Strength in interpersonal skills and customer service skills. Excellent at juggling multiple tasks and working under pressure.

Skills : MS Office, MS Excel.

• Provided first level IT support to approximately 74 sites, local and nationwide, to include Guam, Hawaii, and Alaska.
• Responsible for the setup and maintenance (hardware and software) of personal computers at all locations.
• Proficient at problem solving and troubleshooting a wide range of user issues for desktops, printers, dot matrix printers, HP copiers, network issues, IP phone issues, and a variety of programs and websites.
• Accountable for setting up user accounts and removing accounts after termination in Microsoft Exchange Console and Active Directory.
• Attend to details while setting up user accounts in a multitude of in-house software for the moving industry.
• Responsible for maintaining inventory within KACE system for all IT equipment.
• Supervised the Help Desk Technician and manage all help desk tasks.

Help Desk Supervisor/Specialist Resume

Headline : Seeking an Information Technologies position in the Defense Industry or private sector, where expertise in networking, hardware and software help desk support will be both utilized and expanded upon while offering opportunities for growth and advancement.

Skills : Front Desk Associate, IT Support.

• Managed a team of support personnel responsible for troubleshooting all IT issues on a forward deployed military base in Afghanistan.
• Implemented trouble ticket policies and procedures pertaining to the reception, identification, documentation, distribution and corrective action of client system problems.
• Responded to incidents IAW established metrics found in applicable DoD and Army regulations, Technical Authorities, and Service Level Agreements.
• Evaluated new IT products or services and suggested changes to existing products or services to better aide the customer and end user.
• Ensured team members and support personnel were familiar with a wide range of the standard IT concepts, techniques, practices, and procedures.
• Utilized extensive experience, judgment and technical acumen to plan and accomplish goals.
• Managed the daily activities of the Help Desk function, to include training, coaching, organizing, planning, and staffing operations.

Help Desk Supervisor/Analyst Resume

Headline : Proven track record of developing and implementing systems that improve operational efficiency. Demonstrated ability to create strong working relationships with colleagues and vendors, create effective training programs, and expertly control inventory.

Skills : Help Desk Support.

• Managed an inventory of 290 units and associated ancillary devices supporting the entire US Mission Hanoi staff.
• Provided accountability and logistic support to maintain all on-site equipment as well as consumable, repair, and replacement items.
• Developing and maintaining cost estimates and logistic support for the acquisition of new equipment, site preparation, systems installation, personnel training, and development programs.
• Maintained and stocked the IT department storeroom procuring items using ILMS and Ariba.
• Scheduled and monitored the work of several locally employed technicians on installation, maintenance, and repair of work stations.
• Provided customer service and support mission wide responding to service calls, maintaining user accounts, answering customer queries and providing training on programs and systems.
• Provided support to our constituent post in Ho Chi Minh City.

Summary : A personal, patient, and empathetic approach to technical support has allowed to foster and maintain positive relationships with the employees. Dedicated to empowering the end-user for long lasting success.

Skills : Administrative, Office Admin.

• Providing leadership, management, and guidance to Help Desk staff to ensure call service and call quality goals are met on a daily basis.
• Preparing and managing the Help Desk schedule to meet the operations requirements.
• Handle requests for time off, for shift changes, assign vacations, personal leave and generate a report for the Human Resources department through People Soft Application.
• Assist in interviewing and scheduling new hires for training.
• Ensure all customer's questions are answered and issues resolved.
• Managed workflow on the Help Desk Department between incoming calls, support functions, and special projects.
• Receiving incoming calls from store managers reporting technical issues of the POS (Point Of Sale) system in over 105 stores.
• Troubleshooting and resolve any technical issues using the computer system through application and MS Office.

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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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