service desk resume sample

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

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

• Support IT operations and maintenance
• Follow established service desk protocols
• Document service desk processes and procedures
• Track and escalate unresolved issues
• Develop and maintain IT service catalogs
• Provide technical assistance to end users
• Maintain confidentiality of user data and information
• Manage and resolve IT service requests and incidents

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• Troubleshoot hardware and software issues
• Train users on new IT systems and services
• Develop and maintain knowledge base articles
• Manage and coordinate IT infrastructure projects
• Respond to user queries in a timely manner

Barry Taylor

• Create and maintain user accounts

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Table of Content

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

service desk Job Descriptions; Explained

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

service desk (registrar)

• Maintains the academic record of all students and plans and implements the registration process for classes. 
• Works with other administrators to coordinate times and locations for class meetings and resolve scheduling conflicts. 
• Other responsibilities include keeping records of all college classes and curriculum prerequisites, 
• Assis in determining students’ graduation eligibility.
• Planning commencement activities and preparing information such as honors lists, transcripts and class rankings. 

service desk

• Providing product/services information and resolving any emerging problems that the customer accounts might face with accuracy and efficiency.
• Providing accurate, valid and complete information by using the right methods/tools.
• Following communication procedures, guidelines and policies.
• Handling customer complaints, provide appropriate solutions and alternatives within the time limits; following up to ensure resolution.
• Keeping records of customer interactions.
• Provide exemplary customer service to members and prospective members. Give tours and sign up new members, completing contract forms and updating member information using computers. 
• Run daily web join reports and document joins on spreadsheet. Run web joins to check for RFC’s before calling to welcome new members. 
• Enter inventory into system and stock cooler and shelves. 
• Assist members in selecting tanning products  and set up Black Card amenities for members. 
• Completed rounds as required, filling bottles, refilling paper products and taking out trash while visually ensuring cleanliness and safety of the club.
•  Cleaning equipment, windows, vacuuming and cleaning locker rooms as needed. 
• Following scripts as required and making every member feels valued by Planet Fitness. 
• Complete Western Union Money Transfers and Payouts, as well as Money Orders.
• Sell age restricted items to customers and check Identification.
• Complete returns and exchanges of unwanted/bad items.
• Complete Western Union transfers and payouts, as well as money orders.
• Accept all user problems via calls, voice mail and electronic form.
• Respond to escalation requests and notify management as required.
• Follow up to ensure user satisfaction in a highly client-focused environment.
• Function independently during the off-hours 7×24 coverage. 
•  Respond immediately and as needed, ensure that critical issues are handed off to the appropriate 2nd level resource for full resolution.

service desk (registrar) Job Skills

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

How to include technical skills in your resume:

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

• Network Administration
• Data Backup
• Network Security
• Cloud Computing
• Operating Systems
• Troubleshooting
• System Administration
• Hardware Installation
• Help Desk Support
• System Monitoring
• Software Installation
• Technical Support
• Network Troubleshooting
• Active Directory
• Disaster Recovery
• Network Design
• Data Recovery
• Virtualization
• Cybersecurity
• System Architecture

How to include soft skills in your resume:

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

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

How to Improve Your service desk (registrar) Resume

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

Include your Contact Information and Job Descriptions

Missing job descriptions lessens your chances of getting hired..

• Employers want to know what you've accomplished, so make sure to include descriptions for all of your previous jobs.
• Keep job descriptions short but don't just list your jobs.
• Never copy-paste a job description to post on your resume. Get inspired and use tools to help you write customized descriptions.

How to Optimize Your service desk (registrar) Resume

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

Vic Anderson

• TracK and escalatE unresolved issuEs
• TroubleShoot hardwarE and softwarE issuEs
• ManagE and coordinatE IT infrastructurE projectS
• Develp and maintain IT service catalogs
• Trouble shoot hardware and softwear issues
• Creat and maintain user accounts
• Docuement service desk proceses and procedrues
• Supoort IT operations and maintence
• Monitior service desk performace and metrices

Correct Grammar and Address Gap Years in Your Resume

Don't leave unexplained gaps in your work history..

• When explaining gaps in your employment section, start by being honest.
• Elaborate on the gap and show that you never stopped learning.
• Explain and elaborate any gap in your work history by highlighting new skills.

service desk (registrar) Cover Letter Example

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

Intel Hiring Team

I am writing to express my interest in the Lead Service Desk role at Intel. As a Service Desk with 11 years of experience in Information Technology (IT), I am confident that I have the necessary skills and expertise to succeed in this position.

As someone who has faced challenges in various areas of my life and has overcome them, I am confident in my ability to adapt and thrive in any environment. I have developed a reputation for being a collaborative team player and an effective problem solver, which has been instrumental in my career's success. With my experience and passion for Information Technology (IT), I am excited to apply my skills to this role and contribute to your organization's growth and success.

I appreciate the opportunity to apply for the Lead Service Desk position. I am committed to making a positive impact on the world, so I am thrilled about the opportunity to join your team and work towards achieving our shared goals for the betterment of everyone.

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

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Service Desk Technician Resume Examples

Are you looking to break into the service desk technician field and take your IT career to the next level? A strong resume is essential to get the job you want. This guide will provide you with tips on how to write a standout service desk technician resume. With examples and best practices, you will be able to create a resume that demonstrates your experience and qualifications to help you stand out from the competition.

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Service Desk Technician

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

I am an experienced and certified Service Desk Technician with a strong background in customer service and problem solving. I have extensive experience in computer system support and maintenance, help desk support, and troubleshooting. My technical abilities and excellent customer service skills make me an ideal candidate. I am confident that I can provide the highest level of customer service and technical support.

Core Skills :

• Advanced knowledge of computer systems and hardware
• Comprehensive understanding of computer networks
• Proficiency in troubleshooting and problem solving
• Ability to maintain system and network security
• Ability to respond to customer inquiries in a timely manner
• Excellent customer service skills
• Ability to work independently and in a team setting

Professional Experience : Service Desk Technician, ABC Company, June 2020 – Present

• Provide technical support to customers via telephone, email, and chat
• Resolve customer inquiries in a timely and effective manner
• Troubleshoot and resolve computer hardware and software issues
• Monitor system performance and make improvements when necessary
• Maintain system security and ensure data integrity
• Develop and maintain user accounts

Education : BS in Computer Science, XYZ University, 2016 – 2020

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Service Desk Technician Resume with No Experience

• A motivated professional seeking an entry- level position as a Service Desk Technician.
• Able to provide excellent customer service and technical support.
• Possess strong problem solving and communication skills.
• Customer Service
• Technical Troubleshooting
• Computer Networking
• Technical Writing
• Active Listening
• Knowledge of System Operation

Responsibilities

• Provide technical assistance to customers via telephone, email and in person
• Troubleshoot and identify hardware and software issues
• Research and diagnose technical problems
• Follow up with customers to ensure issue resolution
• Document customer interactions in ticketing system
• Provide customer feedback to appropriate team members
• Maintain records of all customer interactions and transactions
• Work with other technical team members to ensure timely resolution of all customer issues

Experience 0 Years

Level Junior

Education Bachelor’s

Service Desk Technician Resume with 2 Years of Experience

A motivated and organized Service Desk Technician with 2 years of experience looking for a role to grow my skills and develop my career. Skilled in customer service, problem solving and delivering a high standard of customer service. Possesses excellent communication and interpersonal skills, as well as a basic understanding of technical concepts.

• In- depth knowledge of troubleshooting systems and software
• Proficient in customer service, problem solving and multitasking
• Highly organized and efficient in managing customer queries
• Ability to work both independently and collaboratively
• Strong communication and interpersonal skills

Responsibilities :

• Providing exceptional customer service, answering customer queries and solving issues
• Troubleshooting and resolving customer technical problems
• Maintaining customer records and tracking customer issues
• Identifying customer needs and providing information and solutions
• Analyzing customer service trends to improve customer experience

Experience 2+ Years

Service Desk Technician Resume with 5 Years of Experience

Service Desk Technician with 5 years of experience in providing excellent technical service and support. Dedicated to resolving customer issues quickly and efficiently. Possesses strong communication, problem solving, troubleshooting and customer service skills. Experienced in working on both Windows and Mac operating systems.

• Customer service
• Troubleshooting
• Technical support
• Computer hardware setup
• Network connectivity
• Software installation
• Windows and Mac OS
• Data backup
• Provided customer service to clients regarding technical problems
• Diagnosed and resolved complex technical issues
• Installed, configured, maintained and repaired hardware and software
• Performed system backups, restores and virus scanning
• Configured and troubleshot network issues
• Tested and evaluated new programs and systems
• Created and maintained user accounts and passwords
• Assisted with the maintenance and operation of the computer system.

Experience 5+ Years

Level Senior

Service Desk Technician Resume with 7 Years of Experience

Highly- disciplined, reliable, and resourceful Service Desk Technician with 7 years’ IT experience in providing technical assistance to users and troubleshooting IT issues. Adept in responding to inquiries through emails, phone calls, and instant messaging or in- person. Possess excellent communication, problem- solving, organizational, and customer service skills.

• Microsoft Office Suite
• Active Directory
• Computer and Printer Troubleshooting
• Hardware Diagnostics
• VPN Support
• Data Backup and Recovery
• Provide technical assistance to end- users speedily and efficiently
• Respond to customer inquiries related to software and hardware issues in a timely manner
• Assist users to install operating system, hardware and software components
• Resolve all technical issues regarding printers, routers, network connections, and other computer peripherals
• Perform hardware and software maintenance, upgrades, repairs, and reconfiguration
• Backup and restore files, databases, and software applications
• Monitor system performance and security logs
• Identify and analyze potential problems and provide appropriate solutions
• Perform system diagnostics and troubleshooting, as needed

Experience 7+ Years

Service Desk Technician Resume with 10 Years of Experience

A results- oriented, customer service- focused Service Desk Technician with 10 years of experience in providing outstanding technical support. Skilled in troubleshooting computers, printers, networks, and other technical equipment, as well as quickly resolving support requests from customers. Possesses a wide range of technical knowledge, excellent communication skills, and the ability to work independently and as part of a team.

• System Analysis
• Hardware and Software Installation
• Networking and Printer Troubleshooting
• Customer Support
• Documentation
• Problem- solving and Conflict Resolution
• Answering support calls from customers and providing technical assistance
• Diagnosing and troubleshooting hardware and software issues
• Installing and configuring computer systems, printers, and networks
• Identifying and resolving network or security issues
• Developing and maintaining technical documentation
• Ensuring all customer service requests are resolved in a timely manner
• Training customers on the use of software and hardware applications
• Responding to customer inquiries in a professional and courteous manner

Experience 10+ Years

Level Senior Manager

Education Master’s

Service Desk Technician Resume with 15 Years of Experience

I am a highly experienced Service Desk Technician with 15 years of experience in resolving customer queries, troubleshooting technical issues and providing quality IT support. I have excellent written and verbal communication skills; possess a commitment to providing customer service excellence and have a strong knowledge of different technical systems and platforms. I am also adept at developing procedures, training users and working within SLAs.

• Comprehensive knowledge of technical systems, platforms and applications
• Outstanding customer service and problem- solving abilities
• Strong expertise in identifying and resolving technical issues
• Proven ability to train users on new systems and applications
• Proficient in developing processes, procedures and policies
• Demonstrated success in meeting SLAs and deadlines
• Providing technical IT support to users in order to resolve queries promptly
• Diagnosing and troubleshooting technical issues to ensure quick resolution
• Assisting users with installation and configuration of new equipment and software
• Developing processes, procedures and SLAs to optimize service levels
• Training users on new systems, applications and platforms
• Maintaining records and reports of customer interactions and technical solutions

Experience 15+ Years

Level Director

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

What should be included in a Service Desk Technician resume?

When you’re applying for a Service Desk Technician role, you want to make sure that your resume is comprehensive and detailed. A great Service Desk Technician resume should include the following:

• Education and Certifications: Include any IT certifications that are relevant to the job you’re applying for.
• Work Experience: Any relevant experience that is applicable to the job you’re applying for should be included.
• Skills: Include any technical skills that are pertinent to the job, such as knowledge of operating systems, troubleshooting, and customer service.
• Professional Summary: A brief paragraph that outlines your experience and skills.
• Projects: List any projects that you have completed that are related to the position.
• Additional Skills: Include any additional skills or qualifications that you possess, such as familiarity with different software programs.
• References: List any references that you have.

By including all of the above information on your Service Desk Technician resume, you can ensure that you have a comprehensive and detailed resume that will give you the best chance of landing the job.

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

A Service Desk Technician resume should include a summary that highlights your experience in providing technical support to end users. When writing your summary, make sure to include your expertise in troubleshooting technical issues, your ability to communicate effectively with customers and coworkers, and your experience in resolving customer inquiries in a timely and efficient manner. Additionally, you should mention any special skills that you possess such as knowledge of multiple operating systems, familiarity with help desk software, or specialized training in a particular field. Your summary should demonstrate that you are a reliable and knowledgeable technician who is well-versed in providing excellent customer service.

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

A career in service desk technician is an attractive option for those who want to work in the IT sector. Service desk technicians provide essential customer service and technical support to customers, troubleshooting any technical issues they may encounter. As such, crafting an effective resume objective is essential to stand out from the competition.

When creating an objective statement for a service desk technician resume, it is important to highlight your technical proficiency, customer service and problem-solving skills. Here are some examples of effective objectives for a service desk technician resume:

• Highly motivated and certified service desk technician with 5+ years of experience in providing excellent customer service and troubleshooting complex technical issues.
• Seeking a challenging role as a service desk technician, utilizing my technical and customer service skills to provide quality support to customers.
• Dedicated service desk technician with a track record of successfully resolving customer issues in a timely and accurate manner.
• Experienced service desk technician looking for a role where I can use my technical and customer service skills to ensure customer satisfaction.
• Results-oriented service desk technician with 10+ years of experience in IT support, seeking an opportunity to leverage my problem-solving expertise in a service desk role.

These examples provide just a few ideas to help create an effective and targeted objective statement for a service desk technician resume. Crafting a targeted and concise statement is a great way to showcase your skills and make your resume stand out from the competition.

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

Writing a resume for a Service Desk Technician position requires highlighting the most relevant skills and abilities for the role.

Including the relevant skills on your resume is an effective way to ensure that you are considered for the position.

Here are some skills you can list on your resume for a Service Desk Technician role:

• Problem Solving: Ability to identify and troubleshoot technical and application problems.
• Customer Service: Exceptional skills in delivering customer service, including the ability to respond to inquiries quickly and accurately.
• Knowledge of Software: Working knowledge of commonly used software, including Microsoft Office and other relevant programs.
• Communication: Excellent written and verbal communication, with the ability to effectively communicate technical concepts and ideas.
• Multitasking: Ability to handle multiple tasks simultaneously and effectively.
• Attention to Detail: Ability to provide accurate and detailed information to customers.
• Technical Support: Familiarity with providing technical support via phone, email, or other communication channels.

By including these skills on your resume, you can showcase your competencies and qualifications to potential employers and demonstrate your value as a Service Desk Technician.

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

When creating a resume for a Service Desk Technician position, it is important to showcase the skills that make you the ideal candidate for the job. Here are some skills employers may be looking for when considering Service Desk Technician applicants:

• Technical Knowledge: You should have a strong technical background with the ability to troubleshoot and resolve IT issues. Knowledge of computer hardware, software, and networking is essential.
• Customer Service: Service Desk Technicians need to be customer service-oriented and be able to provide help desk support to customers. Good communication skills and the ability to remain professional and courteous are essential in this role.
• Problem Solving: Service Desk Technicians need to be able to think on their feet to solve customer problems quickly and efficiently. The ability to troubleshoot complex IT issues and find solutions is essential.
• Time Management: Service Desk Technicians need to be able to manage their time effectively in order to resolve customer issues in a timely manner. The ability to prioritize tasks and manage multiple customers simultaneously is important.
• Documentation: Service Desk Technicians need to be able to document customer interactions and IT issues accurately in a timely manner.

By including these skills on your resume, you will be able to showcase your qualifications for a Service Desk Technician position and make yourself a more attractive job candidate.

Key takeaways for an Service Desk Technician resume

If you are a Service Desk Technician, your resume should include key takeaways that can clearly demonstrate your skills and experience. Here are some important points to consider when creating your resume:

• Demonstrate technical expertise. Make sure your resume highlights your technical expertise and any certifications you have obtained, such as A+, Network+, or Microsoft Certified Systems Administrator.
• Showcase customer service skills. Service Desk Technicians often have to assist customers and demonstrate strong customer service skills. Include any experiences you have had working in customer service roles on your resume.
• Highlight troubleshooting abilities. Troubleshooting is an important part of the job for a Service Desk Technician, so make sure to highlight any relevant troubleshooting experience you have had.
• Detail your experience with various software and hardware. As a Service Desk Technician, you will likely be using various software and hardware on a regular basis. Include any experience you have with these on your resume.
• Include soft skills. Soft skills are important for Service Desk Technicians, such as excellent communication, problem-solving, and time management. Make sure to include any of these skills in your resume.

These key takeaways are essential for any Service Desk Technician’s resume. Make sure to include them to help you stand out from the competition and get the job you want.

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• • Managed a team of 8 service desk analysts to deliver high-quality customer service to 500+ users
• • Improved SLA performance by 15% through effective management of team's KPIs
• • Developed and delivered technical training to team resulting in improved first-time resolution rate by 20%
• • Reduced team's backlog of tickets by 30% through effective time management and prioritization
• • Maintained strong working relationships with internal and external stakeholders
• • Managed a team of 12 service desk analysts to deliver high-quality customer service to 800+ users
• • Improved first-time resolution rate by 25% through effective management of team's KPIs
• • Reduced customer complaints by 40% through proactive communication and issue resolution
• • Developed and implemented ITIL-based processes resulting in improved service delivery
• • Conducted regular team meetings and performance reviews resulting in improved team morale and motivation
• • Supervised a team of 6 service desk analysts to deliver high-quality customer service to 300+ users
• • Improved first-time resolution rate by 20% through effective coaching and training
• • Implemented new ticketing system resulting in improved ticket management and reporting
• • Collaborated with other teams to identify and resolve recurring issues resulting in improved customer satisfaction
• • Provided regular feedback and coaching to team members resulting in improved performance

5 Service Desk Manager Resume Examples & Guide for 2024

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All resume examples in this guide

Traditional

Resume Guide

Things to remember when writing your service desk manager experience section, the best way to write your service desk manager resume’s skills section, service desk manager resume header: tips, red flags, and best practices, writing a strong service desk manager resume summary, adding education, courses, and certifications to your service desk manager resume, the best format for your service desk manager resume, other sections to include in your resume, creating a memorable service desk manager resume, what makes a great service desk manager resume: key takeaways.

INDUSTRY STATS

According to the U.S. Bureau of Labor Statistics, Service Desk Manager positions are at a 11% growth rate, which is faster than average. With that said, there are currently 482,000 jobs in the market right now. The total number of jobs is expected to increase by 52,700 to 534,700 in the period of 2020-30.

What’s more, the median annual wage for the Service Desk Manager jobs was $151,150 in May 2020. The lowest 10% earned less than $90,430 , and the highest 10% more than $208,000 .

Our conclusion? The Service Desk Manager job market is wide open for candidates.

Top service desk manager sections that make the best resume

• Professional summary
• Experience (with numbers and results)
• Relevant skills
• Certifications

Service desk manager experience section checklist:

• Keep it short: use no more than 4-6 bullet points per position;
• Go for short, easy-to-read sentences to keep recruiters engaged;
• Focus on relevant job experience that will enhance your application;
• Describe your experience using the C-A-R (challenge, action, result) methodology;
• Ditch buzzwords and go for power words instead.

To illustrate it more clearly, we’ve collected some of the best experience section examples from real Service Desk Manager resumes. Check them out below!

• Leading a Global Service Desk team of 15 people located Sweden, Germany, Poland, China and US
• Forming and managing an Onsite Services (Local IT) virtual team of +50 indirect reports operating in +100 locations of DeLaval
• Transition, Program and Project management to initiate and lead internal improvements in order to meet strategic goals
• Optimizing the delivering processes within the team, improving quality, efficiency by setting short, mid and long-term goals
• Setting salary and budget routines and ongoing cost control, managing budget with regular cost follow-up
• Supervision of the team and Service Desk activities.
• Management of working practicesand processes to support the Service Desk.
• Monitoring and evaluation of KPIs indicators, defining activities to maintain objectives.
• Supervision of the team activities.
• Personnel Management (performances, absences, vacation planning).
• Coordination of external vendors and contractors.
• Support for EMEA and global sites.
• Business implementation through the Service Now platform and the ITIL framework.
• Definition of periodic reports on the KPIs status, on volume of processed tickets, and on management time.
• Elaboration of documents about the customer's network architecture.
• Management of 24 Hour Helpdesk
• Manage Service Level Agreements
• Customer Liaison
• Introduced new structure and working meathodology that directly improved morale and productivity.
• Improved First Time Fix rate to over 85% by implementing a Knowledge database.
• Introduced a software deployment tool reducing calls by 32%.
• Re-organized help desk staff workflow management system and coordinated staff/schedules
• Implemented productivity and service improvement plans
• Coordinated vendor purchasing and installation for A/V upgrades
• Managing a team of over 12 administrative & technical support staff
• Strengthening the IT infrastructure through to implementing new technologies. Performing routine audits of systems & software
• Manage the IT budgets and expenditure on hardware and software
• Developing & maintaining the company IT systems, Software and databases
• Recommending and implementing improvements and efficiencies
• Reporting to the IT director & chief executive
• Having excellent time management, confidentiality & communication skills. Having strong IT, Commercial, Planning & Budgeting skills
• Management of server software and associated backup routines
• Evaluate, test, advise, train & support IT related projects
• Procurement of IT hardware, software and maintenance products and services
• Responsible for the recruitment and training of new staff
• Writing documentation for IT procedures, security and disaster recovery
• Maintaining documentation of changes regarding users, functions & systems
• Managing the internal & hosted network infrastructure including servers, switches and telephony
• Travelling to client sites to help with installs, deployment and troubleshooting. Managing of the daily data backup&retrieval scheme
• Installing and operating Windows desktop and server operating systems. TCP/IP networking and hardware maintenance and repair
• Assistance with training of staff and compiling procedural documentation; Training new employees
• Assisting the network manager with support requests
• Ensure computer hardware is safe & complies with health and safety legislation
• Applying patches in accordance with company procedures
• Windows 2008; 2000; SBS; XP; NT; WIN '98; Administration of Network. Installation and setup of workstations and servers
• Configuring print servers; RAS - Remote Access Service
• Administrative and installation
• Modem setup and dial-up installation ; Backup administration
• Hardware & Software auditing. Exchange administration 2000; V5.5
• Microsoft Windows '98; Windows 2000; Windows XP Home; Windows XP; Vista; Professional; Windows 2003 Server Standard Edition
• Installation and troubleshooting of all the above Microsoft software and Microsoft Office products
• Anti-virus packages; MacAfee Norton, Trend
• Bakup solutions and backup recovery
• Print Audit software installation; configuration and troubleshooting
• ADSL; Access Points and routers; configurations and troubleshooting
• Wireless configurations and installations on the following products
• Network cabling and installations; Server administration
• Cabletron routers maintenance configuration
• Remote tools - Dameware - Tight VNC - Team Viewr - MS Teams
• Lead mentoring, development and management of eight IT Support Analysts ensuring they're capable of performing on accountabilities that enable business outcomes and deliver on quality.
• Lead the assessment of team's capabilities on an ongoing basis to determine learning and skill requirements including identifying and coordinating appropriate training.
• Primary contact with office leadership for projects and continual service improvement.
• Global 24/7 responder for business impacting P1/P2 incidents.

Show off real numbers that display your accomplishments in past roles. Instead of listing out your responsibilities as Service Desk Manager, talk about the measurable impact you made to their business. Did you boost their revenue? Increase customer retention? Mention your proudest points on your resume.

Action verbs for your service desk manager resume

Recommended reads:

• Lying On A Resume: Here's What It Can Cost You
• Resume Job Description: Samples & Tips To Help You Enhance Your Application

Service Desk Manager resume: Skills section checklist

• Scan the job advert for keywords worth including in your resume;
• List both hard and transferable skills;
• Leave room for discussion: include some of your skills in other sections of your resume;
• Focus on skills that prove your expertise and leave the irrelevant ones behind.

Top skills for your service desk manager resume

Communication

Organisation

Analytical thinking

Creativity and innovation

Accountability

Flexibility

Eager to learn

Perseverance

Problem solving

resourcefulness

When describing your experience, don’t go too far from its terminology. Recruiters use ATS systems to filter resumes based on them having certain keywords, so make sure you use at least a few keywords mentioned in the job description.

Checklist for your service desk manager resume header

• Your name and surname in a legible and larger resume font
• The job title you’re applying for or your current job title as a subheading to your name
• Link to your portfolio or online profile, such as LinkedIn
• Address (City and State for the US; just your city for rest of the world)
• Email address
• Headshot (required or welcomed in the EU; not required and sometimes frowned upon in the US)

Stick to popular email providers such as Gmail or Outlook. And use these professional formats to create your username:

• [email protected]
• [email protected]
• [email protected]
• [email protected]
• [email protected]
• How to Write A Resume Headline
• Are Photos On Your Resume Unprofessional? [Expert Advice]

Include a link to your portfolio in your Service Desk Manager resume header. Most companies will require that you include one in your resume, and even if they don’t, it’s an excellent opportunity to directly show them your proudest projects.

Service desk manager resume summary checklist:

• Mention your position and total years of experience in the field;
• Highlight 1-2 of your top achievements;
• Go for shorter sentences and keep them to the point – don’t include anything that doesn’t support your application;
• Add 2-4 keywords present in the job description.

Resume Summary Formula:

Read the job description carefully and understand what the hiring company is exactly looking for. After that, write your summary accordingly while highlighting your potential and ability to be the best at that job.

• How To Write An Effective Resume Profile (With Examples)

Education section tips and tricks:

• Add info about your highest degree level, incl. year of graduation, place of study, and degree subject;
• Mention some education-related awards you’ve received;
• Share a bit more about your certifications (if they are relevant);
• Entry-level applicants: Tailor your education section by including classes that are relevant to the position you’re applying for.

Top Certifications for your Service Desk Manager Resume

IT Support and Service Desk jobs -Crash Course for Beginners

Let me help you land your first job in IT. Learn about different roles, procedures, tools, and applications - Part 1

SDI SERVICE DESK MANAGER QUALIFICATION (SDM) practice exams

Pass the SD0-302 certification on the first attempt. 136 questions

SD0-302 - Service Desk Manager Qualification Practice Exams

4 Practice Exams with 230+ Unique Questions from SD0-302 - Service Desk Manager Qualification Certification Exam

Practice Test for Service Desk Manager Qualification SD0-302

Enhance Your Skills

IT Troubleshooting Skill and Process Management

Screen, Train and Develop (Troubleshooting Skills and Tools): A Manager's Guide To Building a Service Desk Team

• When You Should (And Not) Add Dean's List On Your Resume
• Can You Put GPA On A Resume? And What's Wrong With GPA Anyway?

There are dozens of certifications that you can claim as a Service Desk Manager. But, some are more effective than others. That’s why you mustn’t include every certificate other applicants might have. Try instead to earn and list a few of the difficult ones.

Choosing the right format for your resume might seem difficult, regardless of whether you’re a newbie or a master. In short, there are three basic resume formats for you to choose from:

• Reverse-chronological resume format ;
• Functional skills-based resume format ;
• Combination (or Hybrid) resume format .

The choice you make depends on your level of experience and the company you’re applying for.

The reverse-chronological resume format is great for you if you have at least 10 years of experience, no employment gaps, and are not looking for a career change. Here, you are expected to list all your previous jobs in a reverse-chronological format, starting from your most recent position and going back to the oldest one. It’s perfect for experienced individuals who are looking for a straightforward way to highlight their expertise.

The functional skills-based resume format, on the other hand, is great for recent graduates or professionals with large employment gaps. It focuses on skills and education, rather than experience. This makes it ideal for showing you’re the right fit without putting too much emphasis on your lack of (relevant) experience.

If you’re looking for something a bit more creative, go for the combination resume format. It’s a mix of the reverse-chronological and the functional skills-based formats, which makes it ideal for all types of applicants. What’s more, it’s considered modern and innovative, and isn’t this what you want your application to feel like anyway?

After choosing the right format for your Service Desk Manager resume, it’s time to perfect the layout and style .

• Go for traditional 1-inch resume margins ;
• Choose a simple resume font , sized 10-12p;
• Make sure that the length of your resume matches your applicant profile: try to fit in a one-page template ; two-page template are suitable only for candidates with over 10 years of experience.
• Save your resume in PDF to avoid issues around formatting and unauthorized editing.

Looking for more ways to make your application stand out? Read this article !

• Targeted Resume: 3-Step Process to Win Any Recruiter Over
• Resume Sections: Everything You Need to Know

Test your draft Service Desk Manager resume by sending it out to peers and mentors in your circles. Ask them to review it as if they are hiring you for a project and implement the feedback afterwards.

Depending on the type of company, your position, and your general desire to experiment and showcase your creative side, you might want to add some additional sections to your resume. Some examples include:

• Publications
• Hobbies and interests
• Language skills
• Volunteer work

You want your resume to put you in front of other candidates even when the competition is high, right? Right!

One of the easiest ways to do this is by adding a drop or two of creativity . You can choose a colorful and out-of-the-box template, or maybe even put a ‘what my typical days look like’ section at the bottom of your resume

It’s totally up to you. Just make sure to match the level of creativity to the industry, the position, and the company.

• Choose a resume layout that sends the right message across and fits your current career situation;
• Create a resume header that shows your desired job title, and easy to find contact numbers;
• Be specific about your experience, accomplishments and future goals in your summary;
• Feature detailed metrics and specific examples that show the impact you made in your previous roles when describing your experience;
• List soft skills backed by examples;
• Add all of your technical skills and certifications that you have and match the job description;
• Show off a dash of personality in your resume that will demonstrate your culture fit and the right mix of hard and soft skills.

Looking to build your own Service Desk Manager resume?

• Resume Examples

How to Respond to an Interview Request Email (with Bonus Examples)

My successful product manager resume for microsoft, resume length: how long should a resume be in 2024, should you have a photo on your resume, resume bullet points or paragraphs, profit and loss responsibility on resume.

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Service Desk Resume Sample

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Work Experience

• Understands service offerings in detail to aid in formulating and articulating new business opportunities to support internal and external customer’s strategic direction and growth
• First point of contact to provide technical support to incoming queries and issues related to computer systems, software and hardware
• Dealing 1st level issues and some more complex level 2 issues
• Monitor ticket queues and escalation of calls to other I.T support members to resolve outstanding and high priority cases
• Identify recurring problems and inform management
• Deployment of new PC's, laptops, software and peripheral equipment
• Log all incidents on our IT Helpdesk Software Tool and continuously update the in-built knowledge base
• Supervise a team of app. 3-7 Service Desk Technicians (Level 1 and 2 )
• Use Cisco Command-Line Interface (CLI) in working with company’s CISCO-based devices
• Utilize available job aids, support tools and online documentation
• Provides telephone customer support for incoming and follow up calls used for initial troubleshooting
• Clearly document issues and solutions
• Learn quickly, be curious and unafraid to look into unknown systems
• Extensive and diverse experience of managing a multi-channel service desk function
• Strong experience defining, implementing and managing Service Desk SLA's
• Strong customer service and collaboration focus
• Excellent people leadership and proven ability to build and inspire high performing teams
• Participate in Internship Program activities in order to get a better grasp of the bank’s overall mission
• The MDA’s Integrated Service Desk (ISD) is the primary “first contact” POC for all MDA users requiring IT services
• Experience recording and publishing meeting minutes
• Average proficiency in Microsoft Word, PowerPoint, Excel, OneNote and Outlook
• Receive customer contacts by phone, email, service desk or web
• Interact with customers to record, categorize, prioritize and possibly close customer requests
• Determine issue supportability, transfer or escalate issues as necessary
• Resolve incidents and fulfill service requests that do not require logging into an application, web service or other system
• Keep customers updated on the resolution status of their issues and requests

Professional Skills

• Strong interpersonal, communication, and organizational skills. Communication skills require excellent written and verbal communication skills
• Excellent service ticket handling skills, Customer Service Skills and Excellent communication skills to all levels
• Possess excellent Customer Service attitude and good communication skill, excellent listening and problem solving skills
• Excellent communication skills including verbal, written, and listening skills
• Experience in digital advertising, customer management, Project management skills, Stakeholder management skills
• Demonstrate strong analytical and problem solving skills on workstation, client/server and business applications
• Exceptional interpersonal skills, with a focus on listening and questioningskills

How to write Service Desk Resume

Service Desk role is responsible for customer, interpersonal, technical, troubleshooting, analytical, organizational, english, training, listening, communications. To write great resume for service desk job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Service Desk Resume

The section contact information is important in your 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 Service Desk Resume

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

Representative Service Desk resume experience can include:

• Experience with Apple hardware and iOS 4. Experience with Windows OS 2007 & 2010 Soft skills: Strong customer facing skills
• Demonstrated customer service and strong communication skills
• Demonstrate excellent verbal, written, and listening interpersonal communication skills
• Can demonstrate effective interactive skills and ability to work as part of a team
• Telephone Customer Service Skills and People skills
• Strong organizational, problem-solving and analytical skills, with the ability to manage multiple priorities

Education on a Service Desk Resume

Make sure to make education a priority on your 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 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 Service Desk Resume

When listing skills on your 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 service desk skills:

• Excellent verbal and written communications skills, strong interpersonal communication skills, problem solving and organizational skills
• Very good soft and people skills in terms of coordination, motivation, time management and effective verbal and written communication skills
• Strong analytical and ITSM reporting skills with prior experience
• Cooperate and have the interpersonal skills to work effectively as a team member
• Demonstrates strong problem solving skills and the ability thrive in a changing, fast paced environment
• Possess solid technical skills and experience supporting both Microsoft and Apple personal computing environments

List of Typical Experience For a Service Desk Resume

Experience for service desk specialist resume.

• Solid technical aptitude and demonstrated problem solving skills
• Performs a variety of project tasks and requires good communications skills with the ability to work with users diplomatically and skillfully
• Demonstrated strong interpersonal skills: telephone, customer service, conflict management, and
• Strong organizational & time management skills with good attention to detail
• Strong communication skills, problem-solving ability and detail- orientation
• Experience of effectively influencing senior managers, suppliers, peers and colleagues
• Strong interpersonal, verbal, written and listening communication skills
• Sound planning & organisational skills to handle the workload and to prioritise activities across the group of customers in a dynamic work environment
• Strong interpersonal, negotiation and influencing skills and the ability to communicate at all levels in both verbal and written communication

Experience For Service Desk Supervisor Resume

• Strong influencing skills to inspire trust and command the respect of both peers and management
• Strong Stakeholder and relationship management skills are essential
• Prioritize multiple tasks effectively and work independently with limited supervision, yet interact well within a team oriented environment
• Excellent organizational skills and the ability to work independently is required
• Strong organisational skills and the ability to manage a high volume workload
• Strong communication skills in English (verbal, written)
• Excellent troubleshooting skills in standard Microsoft Office applications
• Excellent communication skills, a positive phone presence and unwavering commitment to customer service are essential

Experience For Service Desk Agent Resume

• Excellent Interpersonal with the ability to communicate (both verbally and written) and interact effectively at all levels
• Troubleshooting skills, keen to learn through personal study and training (formal + on the job)
• Looking to develop their skillset in continually evolving company
• Troubleshooting skills on desktop and shrink-wrapped applications(MS office, Adobe, Apple, Google, etc)
• Resolving incidents efficiently and effectively
• Demonstrating ability to gain knowledge quickly and develop skills
• Helping other colleagues to develop IT and also soft-skills
• Strong experience troubleshooting, repairing, and supporting the following
• Proven experience troubleshooting and resolving Windows 7 &10, Microsoft Office 2016/365 issues. Including Microsoft Project and Microsoft Visio

Experience For IT Service Desk Specialist Resume

• Exchanges technical information with IBM customers using listening, questioning, and clarification skills
• Utilize reinforcing and corrective coaching skills to foster teamwork and open communication
• Logical processing and problem solving skills
• Phone skills; both making outbound follow up calls to customers and receiving inbound calls
• Maintain relevant skills and credits via internal support continuing training courses (SCTC)
• Proven experience troubleshooting and resolving Windows XP Professional, Windows 7, Microsoft Office 2007, Microsoft Office 2010 issues
• Proven experience in installing and maintaining IP/PBX systems
• Solid experience in developing and documenting processes, and procedures; particularly in a SLA driven environment

Experience For Service Desk Engineer Resume

• Basic networking skills including TCP/IP and the ability to configure network printers
• Basic troubleshooting skills; ability to deal with problems involving concrete variables in standardized situations
• Proven experience in contributing to or running Continuous Improvement Programs with customers or internal business units
• Proven experience in contributing to or managing a Knowledge Base
• Proven experience in training and/or coaching other technical staff members
• Provide the coaching, training, leadership and guidance to service desk analyst in order to grow their skills

Experience For Service Desk Team Lead Resume

• Experience managing KPIs to help gauge the effectiveness of various functions and processes important to achieving organizational goals
• Demonstrated experience implementing and managing quality assurance in a technical support environment
• Solid Microsoft environment knowledge Solid understanding of TCP/IP and networking principles
• Strong knowledge and experience in providing technical and non- technical support by handling inbound/outbound calls, via web tickets/emails
• Experience with Windows 7/10 OS and Exchange Console experience-creating profile emails, increasing mailbox sizes, etc

Experience For Service Desk Associate Resume

• Act professionally, working with users to effectively diagnose reported issues and providing solutions in a timely manner
• Proven working experience in providing over the phone and in person support
• Any coding/programming skills
• Phone support experience (ticketing system experience). Currently on HelpStar, moving to ServiceNow
• Basic technology troubleshooting skills for both hardware and software
• Demonstrated ability to organize and coordinate workload independently among constant deadlines and shifting priorities
• Organization skills and multi-tasking abilities

Experience For Service Desk Representative Resume

• Superior analytical and problem solving skills to make decisions, and discernment to consult with co-workers when needed to resolve issues
• Assess, identify and develop team skills by providing timely feedback on processes and standards in order to enhance the overall quality of support
• Exceptional problem solving and technical skills
• Demonstrate flexibility and ability to handle changing priorities
• Information Technology experience with experience in managing a sizeable IT Service Desk
• Proven experience on driving continuous improvement in service levels and quality
• Analyzes and corrects issues using documented procedures, available tools, and personal knowledge and skills
• Superior problem-solving skills and a unique combination of customer service, communication and technical abilities
• Able to perform multiple, technical tasks with a need to routinely upgrade skills to meet changing job conditions

Experience For Manager, Service Desk Resume

• Participate in training for Service Desk/Call Center best practices, customer service and communication skills
• Demonstrated experience in managing delivery to contracted commitments
• Communicate effectively via telephone, text messaging, email and documentation
• Superior customer facing skills
• Two to four years’ related experience and/or training; or equivalent combination of education and experience
• Communicate effectively and interact with both management and staff levels within the organization, including medical staff

Experience For Senior Service Desk Specialist Resume

• Intermediate to advanced Help Desk/ Service Desk troubleshooting skills for IT hardware, software and/or proprietary applications in an enterprise environment
• Strong knowledge of and/or experience supporting Windows and MS Office products
• Communicate effectively and interact with management and staff levels within the organization, including medical staff
• Customer management and relationship building skills
• Prior experience in manufacturing operational activities
• Excellent problem-solving, communication (verbal and written) and a strong customer-centric attitude
• Analyticaltrouble shooting skills, with technical support background

List of Typical Skills For a Service Desk Resume

Skills for service desk specialist resume.

• Demonstrated strong organization skills including the ability to work on multiple assignments concurrently and prioritize work effectively
• Excellent written and verbal communication skills with good working knowledge of both medical and technical terminology
• Excellent communication skills and good knowledge of English (spoken and written)
• Exceptional interpersonal, written and verbal communication skills, with the ability to create and effectively deliver presentations
• Strong organizational, problem-solving and analytical skills with the ability to manage multiple priorities required

Skills For Service Desk Supervisor Resume

• Communicate effectively with both skilled and unskilled Mac users (and a very small group of Windows VM/PC users)
• Communicate effectively with both skilled and unskilled Mac users (and a small group of Windows VM/PC users)
• Learn new skills and apply those skills in new, imaginative ways
• Demonstrated technical aptitude together with the ability to learn quickly and effectively prioritize multiple issues
• Strong drive to solve problem with good analytical and problem-solving skills

Skills For Service Desk Agent Resume

• Demonstrated strong written, verbal, and interpersonal communication skills resulting in the ability to work in a team environment
• Provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience
• Demonstrated ability to communicate clearly with customers, and strong interpersonal communication skills
• Focused on problem solving using effective troubleshooting and problem solving skills
• Demonstrated experience in effective communications such as running meetings, presenting to staff, knowledgebase articles, standard operating procedures etc
• Proven experience in orientating new employees into the business and making them effective in their new roles
• Excellent multi-tasking and problem solving skills with a high level of attention to detail
• Basic network troubleshooting skills and experience using remote access tools
• Logical thinking, good at problem solving, highly self-motivated, analytical skills

Skills For IT Service Desk Specialist Resume

• Demonstrated problem solving , troubleshooting and analytical skills
• Proven communication skills, specifically in the areas of active listening and open questioning
• Demonstrates world class interpersonal skills to communicate understanding, expectations, and resolution to foster a positive user relationship
• Good telephone skills in handling multiple telephone lines
• Exceptional verbal and written communication and interpersonal skills with an excellent understanding of English
• Excellent problem solving skills with a high level of attention to detail
• Multi task, prioritise and manage time effectively, ensuring tasks are completed within SLA
• Excellent customer service and listening skills with a polite, professional and friendly manner
• Strong people management, coaching and leadership skills

Skills For Service Desk Engineer Resume

• Good time management, organisational and communication skills
• Excellent communication (both written and verbal) and listening skills - required to contact the clients via e-mails or calls
• Effective English Communication skills, both written and oral
• Excellent Analysis, Interrogation, and Evaluation Skills
• Demonstrate organization and documentation skills
• Provide a operational and technical IT assistance to LM Wind Power employees in order to enable to operate more effectively and efficiently
• Strong written and verbal communication skills to convey information accurately

Skills For Service Desk Team Lead Resume

• Excellent interpersonal skills, accuracy and attention to detail
• Excellent communication skills in French and English (oral and written)
• Effectively prioritise, estimate, plan and complete workload to meet deadlines
• Strong customer service skills, both in oral and written capacity
• Strong interpersonal communication skills and the ability to work across business functions
• Effectively prioritize in a fast paced, frequently changing environment while remaining detailed and organized
• Good interpersonal skills with a service and solution orientated approach
• Fluent verbal and written skills in English, with the proven ability to produce written reports and presentations to senior management

Skills For Service Desk Associate Resume

• Good inter-personal communication skills – able to explain issues to internal customers, programmers and follow instructions accurately
• Attention to detail, administration, and demonstrated organizational skills required
• Or prior supervisory experience and ability to demonstrate leading and developing a team
• Excellent customer service, verbal and written communication, interpersonal, organization, and crisis management skills
• Excellent analytical and trouble-shooting skills to document and resolve issues in a detailed, timely, and comprehensive manner
• Customer-first attitude and high performance driven with strong analytical and critical thinking skills
• Manages time effectively and according to priority

Skills For Service Desk Representative Resume

• Active Directory Troubleshooting skills/experience
• Outlook troubleshooting skills/experience
• Citrix troubleshooting skills/experience
• Strong customer service skills using multiple communication channels with customers and technicians
• Hands-on experience with contact center telephony technology: IVR, chat, CTI, skills based routing
• Customer focused with excellent interpersonal and communication skills, including written communications

Skills For Manager, Service Desk Resume

• Proven experience providing effective and professional communication
• Solid background in IT operations and service management, proven experience as a Service Desk manager supporting >40000 Users
• Very good English skills (verbal and in writing)
• Demonstrate ability to quickly and effectively absorb and apply knowledge in a rapidly changing IT environment
• · Strong problem solving and research skills
• Provide support over the phone; good phone skills, professional demeanor
• Any prior job with customer service skills
• Proven experience in SAP system or similar program, very good knowledge of MS Office
• Service oriented, customer focused with good customer service skills

Skills For Senior Service Desk Specialist Resume

• Excellent communication and interpersonal skills gained in a customer service environment
• Friendly, empathic presence and helpful attitude; good interpersonal skills and ability to communicate complex technical concepts
• Excellent attention to detail and follow-up skills to ensure that issues are resolved
• Proven customer satisfaction/service skills and customer service mentality
• Good skills with Windows XP, 7 and MS Office 2010 applications
• Using advanced IT Knowledge, tools and problem solving skills, determine, diagnose and solve computer-related issues
• Typing and PC skills, understanding of network protocols

List of Typical Responsibilities For a Service Desk Resume

Responsibilities for service desk specialist resume.

• Interpersonal Skills – ability to notice, interpret and anticipate others concerns and feelings, and to communicate this effectively
• Possess strong analytical troubleshooting skills coupled with a strong sense of urgency
• Analytical skills (ability to analyze and synthesize), team-player, manages time and workload effectively
• Strong project management knowledge / excellent analytical, technical & diagnostic skills
• Service orientated, customer focused with good customer service skills
• Excellent customer service, telephone, oral and written skills

Responsibilities For Service Desk Supervisor Resume

• Strong verbal and written English and region specific language skills
• Excellent communication and hospitality skills required
• Strong analysis and management skills
• Demonstrated ability to effectively communicate, independently analyze and weigh the risks verses benefits in decision and recommendations
• Demonstrated history of successful organization and time management skills

Responsibilities For Service Desk Agent Resume

• Good interpersonal & customer service skills
• ExcellentEnglish language skills both verbal & written
• Working knowledge and basic router, switch, firewall, and wireless LAN troubleshooting skills
• Use questioning skills to easily explore customer needs and concerns while recognizing buying signals
• Exceptional customer service, listening, and problem solving skills
• Strong understanding of Service Desk systems and processes with experience using BMC Remedy and Microsoft System Center (SC) Suite

Responsibilities For IT Service Desk Specialist Resume

• Lead teams effectively through structured coaching and delivering by example
• Great customer service/communication skills- The are looking for someone who enjoys being on the phone with end users rather than email
• Well developed hardware troubleshooting skills in a managed computing environment (e.g. Active Directory)
• Demonstrates competence in prioritizing user issues and resolving within Hospital defined Service Level Agreements (SLAs)
• Proven experience using Microsoft Excel spreadsheets
• 24 X 7 helpdesk support, monitor and respond quickly and effectively to requests and incidents received to IT helpdesk over call and ticketing system
• Demonstrated experience and expertise in computer and IT troubleshooting and support
• Provide exemplary customer handling skills to warm transfer the inquiry to the right area for support
• Work with senior staff members on more difficult issues to improve troubleshooting skills

Responsibilities For Service Desk Engineer Resume

• Utilize outstanding written and verbal communication skills to establish rapport
• Uses problem solving skills to troubleshoot problems or situations and thinks abstractly to solve them
• Demonstrated experiences with Wide Area Network troubleshooting, vendor escalations, and trouble ticket management
• Coordinates with other IT management to expedite the handling of urgent trouble reports and document problem resolution to build a skills knowledge database
• Effectively work with corporate, international, and/or field based information technology staff to ensure a stable working environment
• Proficient in verbal communication, writing, time management, organizational and presentation skills
• Two or more years of experience in an IT service desk capacity including experience with problem analysis resolution, escalation and follow-up
• Experience demonstrating a memorable customer experience

Responsibilities For Service Desk Team Lead Resume

• Demonstrates a good logical approach to problem solving
• Prior experience supporting Macintosh and Apple devices
• Adaptive leadership skills able to meet the needs of a diverse team covering multiple locations
• Positive, professional image with great client facing skills
• Basic key board and typing skills
• Proven ability to pay strong attention to detail·
• Language Skills: English & Italian
• Proven experience troubleshooting and resolving Windows 10, Microsoft Office 2010/2013 issues. Including Microsoft Project and Microsoft Visio

Responsibilities For Service Desk Associate Resume

• Maintain and develop own knowledge and skills to assist with first-time fault resolution
• Develops and delivers coaching plans that incorporate observations and level 2 performance trends to enhance team skills
• Help Desk experience doing remote support or 3+ years of Desk Side support experience
• Communicate professionally and effectively with users for follow-up when required
• Identify trends and effectively communicate (verbally and by written correspondence) with all levels of the organization regarding reported issues
• Work effectively with cross-functional departments
• Strong experience of leading a Service Desk in a large corporate environment within an ITIL framework organisation

Responsibilities For Service Desk Representative Resume

• High levelFrench or German and upper-intermediate Englishlanguage skills
• High level French or German and upper-intermediate English language skills
• High level German and upper-intermediate English language skills
• Exercises professional written and verbal communication skills at all times
• Superior problem solving skills and a unique combination of customer service, communication and technical abilities
• Adapt to change and work effectively in a dynamic work environment
• Communicate effectively and tactfully with customers, employees, and peers, in English, both verbally and in written form
• Effectively triage incoming requests, including identification of appropriate routing for a service request
• Effectively support colleagues in Service Desk

Responsibilities For Manager, Service Desk Resume

• Advanced/Expert skills in MS Office, Excel and Powerpoint
• Understands established service level agreements, and effectively works to meet or exceed those standards
• Proficiency in written and verbal communications. Expert organizational skills
• Utilize technical skills, historical records, knowledgebase, and other available tools to analyze and diagnose customer issues
• Demonstrate qualities representative of A&F’s unique culture with a strong appreciation for customer service, inclusiveness, and a casual hospitality
• Serves the entire organization and works with all levels of management; therefore, professional written and verbal communication skills are essential

Responsibilities For Senior Service Desk Specialist Resume

• Diagnosing fault-related cases by effectively utilising software diagnostics and other network/product utility programs
• Technical support experience within a diverse user community, including at least one year of help desk experience
• Keyboard skills (typing, 10-key, alpha/numeric)
• Energetic quick learner with prior phone and in-person support experience
• Collaborate with a variety of personalities and skillsets
• Experience in a Microsoft Windows based enterprise environment with call center or service desk experience

Related to Service Desk Resume Samples

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Service Desk Lead Resume Samples

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

15 Service Desk Lead resume templates

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

Service Desk Lead Resume Examples & Samples

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

Enterprise Management Service Desk Lead Resume Examples & Samples

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

IO Service Desk Lead Resume Examples & Samples

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

IT Service Desk Lead Resume Examples & Samples

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

Dshs Service Desk Lead Resume Examples & Samples

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

Senior Service Desk Lead / Supervisor Resume Examples & Samples

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

Technical Applications Service Desk Lead Resume Examples & Samples

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

Related Job Titles

Resume Worded   |  Career Strategy

Service desk resume objective examples.

Curated by hiring managers, here are proven resume objectives you can use as inspiration while writing your Service Desk resume.

• Service Desk
• Service Desk (Career Changer)
• Service Desk (Recent Graduate)
• Service Desk (Remote Worker)
• Service Desk resume templates
• Similar objective examples

Service Desk Resume Objective Example

Highlighting specific achievements.

By showcasing a 'history of reducing downtime by 30%', you're not just saying you're good at your job, but giving clear, quantifiable proof. This is the kind of concrete evidence that convinces recruiters you can deliver results.

Emphasizing Impact on User Satisfaction

Stressing your role in 'boosting user satisfaction by 50%' underlines your user-centric workflow. In customer service roles like Service Desk, this is essential. It shows you understand that their satisfaction plays a major role in a company's success.

Demonstrating Versatility

The mention of experience with 'start-ups and large-scale corporations' is a smart move. It paints a picture of a candidate who can adapt to various work settings, a valuable trait in the rapidly evolving tech industry.

Service Desk (Career Changer) Resume Objective Example

Showcasing transferable skills.

'Managing high volume inquiries' is a skill that translates well from a customer service background to a Service Desk role. It assures recruiters that you can handle the potential stress and fast pace of tech support.

Leveraging Past Successes

By highlighting how you've 'improved customer satisfaction by 40%', you're directing attention to your ability to bring about positive change. This is an effective way to convince employers that you can excel in a new industry.

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Service Desk (Recent Graduate) Resume Objective Example

Leveraging internship experience.

Specifying your 'internship at a leading software company' is a good move. It provides concrete proof of your industry experience, making you less of a risk for employers considering a recent graduate.

Highlighting Relevant Skills

Mentioning 'troubleshooting and resolving technical issues' showcases your hands-on experience and functional skills. This helps recruiters see past your lack of long-term employment.

Showcasing Initiative

The 'streamlined process' you developed tells recruiters you're not just a passive team member, but someone who takes initiative to improve efficiency. This can set you apart from other fresh graduates.

Service Desk (Remote Worker) Resume Objective Example

Showcasing remote management skills.

Pointing out your success in 'managing remote teams' is crucial for a remote role. Recruiters need assurance you can handle the unique challenges of remote work, like coordinating across time zones and keeping everyone on the same page.

Quantifying Remote Productivity

A '20% increase in productivity' in a remote setting is a powerful statistic to include. It directly tackles any concerns about the productivity of remote work, showing you can deliver results no matter your location.

Emphasizing Communication Strategies

Detailing your knack for 'implementing effective remote communication strategies' is a smart move. It shows that you understand the importance of clear communication in a remote setting, and have concrete strategies to ensure it.

Service Desk Resume Templates

Customer service.

Service Technician

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