it service desk engineer resume

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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!

Related Resumes & Cover Letters

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Service Engineer Resume Examples

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

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Service Engineer

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

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

Core Skills :

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

Professional Experience :

Service Engineer, ABC Company Jan 2018 – Present

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

Education :

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

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Service Engineer Resume with No Experience

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

Responsibilities

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

Experience 0 Years

Level Junior

Education Bachelor’s

Service Engineer Resume with 2 Years of Experience

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

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

Responsibilities :

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

Experience 2+ Years

Service Engineer Resume with 5 Years of Experience

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

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

Experience 5+ Years

Level Senior

Service Engineer Resume with 7 Years of Experience

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

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

Experience 7+ Years

Service Engineer Resume with 10 Years of Experience

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

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

Experience 10+ Years

Level Senior Manager

Education Master’s

Service Engineer Resume with 15 Years of Experience

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

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

Experience 15+ Years

Level Director

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

What should be included in a Service Engineer resume?

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

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

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

What is a good summary for a Service Engineer resume?

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

What is a good objective for a Service Engineer resume?

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

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

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

How do you list Service Engineer skills on a resume?

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

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

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

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

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

Here are some skills to consider including on your resume:

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

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

Key takeaways for an Service Engineer resume

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

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

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

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IT Support Engineer resume templates

Download a resume template.

• 1 . Download one of our free resume templates.
• 2 . Tailor your resume with your skills, experience and contact details.
• 3 . Review your resume before saving it as a PDF. Then you’re ready to start applying with it!

Tips to improve your resume and help you stand out

• Examples of good and bad resumes
• This is what a great resume looks like

Skills and experience employers are looking for

Latest it support engineer jobs on seek.

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

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Service Desk Technician Resume Samples

The guide to resume tailoring.

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

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

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

Create a Resume in Minutes with Professional Resume Templates

• Own incident management process. Monitor the IT ServiceDesk ticket queues to ensure adequate coverage
• Develop and distribute reports as requested by management
• Troubleshooting and sustaining/improving managed service RF and IP network capabilities through the use of various monitoring tools and applications
• Reviewtrends and identify improvements to service desk tools and processes
• Network Basics
• Working knowledge of html
• Assisting with company-wide technology deployments
• Working knowledge of Help Desk trouble ticket systems and Trusted Thin Client (TTC) software for account management
• Relies and adheres to instructions and pre-established policies to perform the functions of the job
• Developing and coordinating small project tasks and assisting other team members in developing project plans
• Assistance with IT deliveries and stock assignment
• Classify, identify known errors/problems and provide initial support
• Working closely with Microsoft administrators to assist on projects and technical support calls
• Investigates and conducts diagnostics of the incident and determine work-around solutions or escalation support
• Lead the day-to-day activities ensuring that priority tasks are addressed timely and in accordance with policy
• Apply advanced troubleshooting techniques to resolve complex hardware and software incidents onsite and remotely
• Provide direction for troubleshooting, facilitate resources and shift team priorities accordingly and collaborate with manager of competing priorities
• Sitting for extended periods of time
• Performs housekeeping of assigned areas, normally including IT Lab Rooms and designated IT equipment storage areas
• Performs advanced desktop security tasks including advanced investigation for virus alerts and associated causes, installing anti-virus applications, and installing application security updates
• Lead and mentor a team of Technical Support Staff in supporting internal customer and external client technologies as well as meeting and exceeding service level expectations
• Excellent communication skills, good questioning/listening ability
• A strong dedication to quality customer service, and a working knowledge of service delivery procedures
• Highly customer focused with the ability to develop solid relationships at all levels within the organization 
• Knowledgeable and able to effectively communicate problem resolutions to and for customers
• Demonstrated ability to learn new concepts quickly due to the complexity of the computing environment
• Strong knowledge of Windows XP, Windows 7, Windows 8
• Team player, Self-Starter, detail oriented and strong organizational skills
• Well-developed verbal and written communication skills, with the ability to translate technical details in business language
• Above average statistical, analytical and problem solving ability with high attention to detail and accuracy
• Willing to work variable shifts & overtime. Reliable and Flexible

15 Service Desk Technician resume templates

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• Act as the first point of contact for management escalationregarding incidents
• Identify skill gaps reducing escalations to Tier 2 and provideto management reports that identify training opportunities
• Review daily, weekly, and monthly reports for the IT ServiceDesk to ensure that all service level initiatives are being met
• Manage knowledge base to ensure accurate data for all IT ServiceDesk coworkers
• Contribute to the development and ongoing maintenance of servicedesk policies and procedures
• Meet all productivity and quality goals as measured by thedepartment
• Provide back up support for Service Desk, including on callsupport during evenings and weekends
• 2 years of Service Desk experience
• Great Mac and Dell troubleshooting skills
• Experience supporting Windows and OS X in a networked Windows AD and Exchange environment
• Excellent Customer Service and communication skills in person, over the phone and in writing
• Open Directory running on Mac OS X Server experience
• Experience with Deploy Studio
• Must be adaptive and flexible and have good problem solving, diagnosis and troubleshooting
• Occasional climbing, crawling and lifting of equipment up to 50 pounds
• A professional demeanor and appearance
• Experience in all Office applications (including Excel, Visio, Powerpoint and Outlook)
• Demonstrated experience supporting remote users
• Experience with Jira ticketing system
• Outstanding documentation skills pertaining to FAQs, training and workflows
• Active Directory Experience
• Familiar with ITIL or ITSM practices
• Experiences with Incident and Problem Management
• Advanced knowledge of Windows Operating Systems 95/98/NT/2000/XP
• Familiarity with Macintosh, Linux, and UNIX operating systems
• Intermediate to advanced knowledge of Ethernet, networking, and cabling
• Create and edit NT and Active Directory domain user logins
• Advanced knowledge of PC based hardware, peripherals, and applications
• Ability to image, build and post-configure a desktop or laptop pc with the standard application rollout, in addition to any supplementary applications, of which the installs are documented in a central folder
• Able to install and configure Windows based applications for general use by TMaG employees, some of which are specific to different departments
• Able to build, reconfigure, and upgrade Windows based hardware
• Able to install network peripherals such as printers and services
• Ability to use remote administration tools to identify and troubleshoot user issues
• Ability to use Help Desk Management system to log, track, and verify support center incidents and problems
• Ability to quickly troubleshoot incidents as described by staff to provide for rapid resolution
• Ability to mentor junior support analysts and provide a point of escalation for problem resolution
• Ability to track issues and problems and identify trends for final solution
• Ability to provide accurate resolution documentation into help desk system and knowledge base
• Ability to interact with vendors and contractors for warranty support, issue resolution, and project planning
• Ability to cover extended service hours to provide support to critical production systems
• Ability to interact with other IT workgroups and contacts to provide planning, incident resolution, and root cause analysis
• Ability to communicate effectively with staff and end users of all levels
• Ability to provide cross training and support for other Support Center staff
• Ability to understand business goals, objectives, and priorities to allow for proper support delivery
• Ability to work with a variety of organizational departments to determine support needs and provide proper support delivery
• Performs other related duties and assignments as required
• 3-5 years related experience
• Associates degree in a technical discipline or equivalent IT based experience
• Certification or equivalent experience a plus
• MCSE or equivalent knowledge of Windows operating systems and networking environment
• Experience supporting a large user environment
• Excellent communication, implementation, and documentation skills
• Ability to work independently and within a team environment
• Field incoming service desk emails and telephone calls in a timely and courteous manner
• Provide technical assistance and support for all IT products and services for incoming queries and issues related to computer systems. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy
• Validate and document all user information when a trouble call is made
• Ability to quickly build a rapport and elicit information from end users
• Willingness to participate in a rotational on-call schedule (off hours & weekend)
• Analysis of service desk tickets in order to identify recurring problem areas and escalate accordingly
• Aid in the building of a knowledge base to better assist with improving first call resolution times
• Assist with IT Operations function by participating in, and coordinating in change and incident management meetings
• Validate fixes to ensure problem has been resolved correctly
• Solid understanding of Windows computing environments and Microsoft Office
• Ability to quickly learn new software packages needed to support the business
• Able to work independently or in a team
• Demonstrated ability to communicate verbally and in writing throughout all levels of an organization, both internally and externally
• Ability to research into many computing issues and absorb and retain information quickly
• Self-motivated, great attention to detail, and able to propose ideas in a user friendly language
• Develop and reinforce SLA’s to manage end-user expectations
• Generate and compile reports, complete with probable causes and possible solutions to system issues
• Assist with IT Operations function by participating in, coordinating with, and working within the production change and incident management process
• Assist in providing Level I Support
• Validate fixes to ensure problem has been resolved correctly and follow up with Level I Technicians as required
• Analysis of service desk tickets in order to identify recurring problem areas and propose ideas of ways to streamline or create self-service options to users, to reduce ticket count and call volume
• Create, review and publish knowledge base articles defining steps on how to resolve frequent issues, while improving first time resolution times
• Act as escalation point of contact for advanced or challenging help requests
• Build relationships and elicit information from end users
• Escalate problems within the team or to management if needed, if the matter is urgent, and continually update and notify users of the status of the issue
• Document and track service desk request problem-solving process
• College Degree or equivalent required
• ITIL Certification preferred, but not required
• General understanding of the ITIL framework, including but not limited to Service Management, Incident Management, Change Management, Problem Management, Release Management, etc
• Able to work in and lead a team
• Demonstrated ability to communicate verbally and in writing throughout all levels of an organization
• Experience working in a team oriented, collaborative environment, with an excellent customer service mindset
• Provide support for users in the division requiring assistance with IT hardware and software issues and track to completion
• Manage customer’s expectations throughout the life-cycle of their incidents or requests
• Ensure all tickets are logged in the Service Desk application and fully documented
• Ensure closure of tickets within the defined Service Level Agreements (SLAs)
• Escalate more involved problems to the appropriate support teams
• Troubleshoot and resolve bar code printer, RF, and shipping conveyor belt issues
• Coordinates timely repair of PC/printer equipment covered by third-party vendor maintenance agreements
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
• Support and backup the other service desk technicians
• Maintain procedure documentation for performing day to day operations associated with the service desk
• Performs individual assignments as the Supervisor may direct
• Strong technical knowledge of PCs, printers, and related hardware
• Strong technical knowledge of MS Windows Operating systems
• Strong technical knowledge of MS Office
• Technical knowledge of networking
• Technical knowledge of Apple MACs and related software
• Technical knowledge of RF equipment
• Respond to service desk tickets, telephone calls, emails, and requests for technical assistance
• Identify, research, and resolve technical problems relating to PCs, Macs, printers, client software, and client server

IT Service Desk Technician Resume Examples & Samples

• Associates degree in computer science or related field (Bachelors degree preferred)
• 1 to 2 years of IT support experience
• Experience supporting Microsoft Windows OS, Microsoft Office Suite and a variety of hardware and software technology
• Familiarity with ticketing system like FrontRange Service Management
• Experience with ITIL methodology, primarily incident and problem management
• Working knowledge of networking concepts and protocols
• Strong written and verbal communication skills with focus on high quality client service
• Professional, calm, and courteous telephone mannerisms
• Works well under pressure with the ability to multi-task
• Fast learner with high initiative
• Team player with a strong work ethic and operates with a sense of urgency
• Provide direct, telephone, and email support to assist Rackers in resolving technology incidents
• Responsible for basic troubleshooting, support, repairs, and end user training for hardware, software, networking, and other systems
• Respond to requests and updates tickets regarding customer requests and incidents
• Escalate issues to appropriate technical resources to ensure resolution of more complex issues
• Prioritize tasks and communicates significant issues appropriately
• Keep informed of most recent trends and technologies
• Able to recommend and setup office equipment such as desks, tables, printers, TV monitors, etc
• Manage, monitor and troubleshoot independent office hardware, networks, and VLANs
• Installation of internal infrastructure including routers, switches, firewalls, servers, etc
• Troubleshoot Mac OS X, Windows, and Linux problems
• Use command line tools like ssh, git, scp (experience with a scripting language is a plus)
• Manage inventory of computers and other accessories
• Server Management, including: Active Directory, Hypervisors, Windows and Mac Imaging Servers, Print Servers, XMPP Server
• On-call in case of level 2 support for the office
• 2-5 years of IT experience. High school degree or higher
• Bachelors or Associates degree in technical field or equivalent experience required
• At least 1 year of IT support experience
• Advanced experience supporting Microsoft Windows O/S and Microsoft Office Suite
• Advanced problem solving skills and able to troubleshoot a variety of issues
• Strong knowledge of hardware, software and related technology
• Familiarity with FrontRange Service Management or other incident tracking systems
• Intermediate knowledge of networking concepts and protocols
• Experience using/supporting iOS, Android, and Blackberries connected to a Blackberry Enterprise Server (BES)
• Team player with a strong work ethic and operates with a sense of urgenc
• Dedication to client service with professional, calm, and courteous communication style
• High initiative, flexible with dedication to continuous learning and improvement
• Willing to travel up to 10% of work week and participate in rotational “on-call”

Corp-service Desk Technician Resume Examples & Samples

• Oral and written communication skills
• Ability to work independently as a self-starter, and within a team environment
• Adaptability
• Planning and organizing
• Information Technology Engineering or similar degree student
• Knowledge of relevant call tracking applications

Service Desk Technician With French Resume Examples & Samples

• Dispatches work orders to the Field Engineers and follows-up until closure
• Interacts with other Engineers or Technicians, customer technical staff and other groups within Service Delivery organization
• 24/7 activity within GNOC, working in day & night shifts
• Assist and support users with the use of core banking applications, standard software, Windows, MS Office and other related banking business solutions. Answer, evaluate, and prioritize incoming telephone, voicemail, email, and Self Service site requests for assistance
• Identify and troubleshoot hardware, software, operating system, mobility, and telecommunication issues
• Responsible for installing, configuring, troubleshooting, and resolving incidents with respect to networking and desktop environments, including LANs, WANs, remote access, and VPNs
• Perform diagnostic techniques to identify problems, investigate causes, and recommend solutions to correct common failures utilizing remote access tools
• Knowledge of TCP/IP Protocols and PC knowledge, including hardware and software configuration, directory tree structure, Windows Messaging services, Active Directory, and Internet Explorer
• Possess outstanding customer service skills and the ability to communicate highly technical information to both technical and non-technical staff
• Good working understanding of computer hardware architecture concepts and technology related terminology. Ability to effectively log tickets in call tracking software
• Being passionate about customer services and IT support
• Driving customer outcomes through day to day management of operational requirements
• A strong sense of ownership and responsibility
• Effective escalations and management of service issues
• Ability to work with in a fast, quickly changing environment
• Excellent communication skills, with the ability to understand, translate and articulate both business and technical subject matter
• Adhering to processes and ensuring those processes are up to date to produce the desired outcomes
• Dedication to professional development, investing in learning about our customers, their services and how to better serve their needs
• Passion for personal development, investing in learning about technology, the IT industry, formal methodologies and the Rackspace business
• Fanatically support customers through phone calls, emails or other channels to manage Incidents, Problems, Changes or Requests
• Management of customer requests (captured in a ‘ticketing’ system) on a day to day basis, as the support point of contact for customer contacts
• Updating individual tickets with timely, accurate and meaningful information regarding their query/request
• Drive the customer generated workload (tickets) through the support organisation, requesting input from a variety of internal support teams
• Retain overall ownership of tickets, regardless of which team may be working on the ticket
• Ensure that updates are provided in line with Service Level Agreements
• Ensure that interactions, updates and deliverables are of an agreed high-quality (in line with Service Desk quality assessment criteria)
• Follow customer specific workflow through provided processes, obtaining permission to deviate when required
• ‘Wow’ customers through service excellence – demonstrating empathy, sense of urgency and understanding of their business/service
• Able to calmly assess and manage high-pressure, high-exposure issues on large, high-value accounts
• Seek support from colleagues and escalate for assistance/awareness according to defined escalation paths
• Operate and be effective in a dynamic, changing environment, putting customers before all other demands
• Ability to learn processes, tools and draw upon resources to handle complex customer services
• Ability to learn technical concepts and resolve customer issues in line with a developing personal skill level
• Understand gaps or deficiencies in processes or systems and help drive service/operational improvements
• Ability to build rapport and trusted relationships with customers
• Develop and nurture relationships across support and the wider business
• With the Service Desk Management team, support new colleagues through on-boarding and up-skilling
• Contribute to wider business initiatives and projects as required
• Use Site Handler app to resolve requests such as
• Create new accounts with different roles
• Reactivate/unblock accounts
• Assign/create new role
• Modify access rights
• Create tables and forms
• Modify tables and forms
• Create/modify rules
• Import by request
• Generate reports
• Create/modify import template
• Create/modify report template
• Act as a point of contact for any problems that user may encounter with SH. Resolve the problems or raise a ticket to SH Support in order to assist you
• Create new project in SH based on the specifications received from CPM
• Make bi-annual usage forecasts for the existing projects with the help of the CPMs
• Mailbox handling (to prioritize the e-mails accordingly with the priorities requests matrix, to move the e-mails in the designated folders, to offer all the requested information)
• To be aware of all the operational KPIs
• To be able to make procedures and knowledge objects
• To be able to create operations related reports
• Basic knowledge of computer hardware and software (both Mac and Windows), telecommunications hardware and software, networking systems, mobile device features and functionality, video conferencing platforms, printing technologies, and service request fulfillment
• Beginner level of understanding of Microsoft Active Directory
• Ability to handle multiple requests at once. **
• Ability to communicate technical information and ideas so others will understand
• Desire to learn advanced configurations
• Typically requires 1 to 3 years’ experience in a technical support and customer service role
• One or more of the following certifications or equivalent experience preferred: Microsoft Technology Associate, Microsoft Certified Solutions Associate, A+ certification, ITIL Foundation certification, Apple Certified Macintosh Technician
• Provide telephone/remote technical support to end users
• Perform local and remote software installs and updates
• Maintain network documentation
• Set up and configure PCs, printers, peripherals and networking equipment
• Provide on-site troubleshooting, training and tech support at the desktop level
• Assist with network issues
• Troubleshoots all standard applications in the application portfolio
• Resolve all level 1 issues such as network access, password reset, email rights and access
• Monitors open call tickets to ensure that all requests are being handled in a timely manner
• Operates within a team while maintaining the skill set to work autonomously
• Exceptional knowledge of Microsoft Operating Systems
• Strong knowledge of Service Desk ticketing software (i.e. Service-Now,
• Strong knowledge of PC and MAC based systems (desktops and laptops) and related hardware (printers, scanners, etc)
• Ability to independently troubleshoot new technologies as they emerge (including software)
• Proven track record of being detail oriented, with outstanding follow-through

IT Service Desk Technician Level Resume Examples & Samples

• Provide 1st and 2nd level support and problem resolution for all users with hardware, software and application issues
• Understands and can perform problem isolation and troubleshooting of messaging delivery systems
• Recognizes various network connectivity problems and take appropriate problem isolation and troubleshooting steps
• Contains working knowledge of Windows Registry entries for investigation and possible modifications
• Perform software installs and configuration changes on multi-platform applications
• Escalate unresolved incidents to a higher level of support. This includes service that exceeds response times or any other issues that could impact customer satisfaction and/or business productivity
• Maintain a thorough working knowledge of the day-to-day operating environment, available tools, client applications and procedures related to client services
• Effectively present information and respond to questions from clients
• Handle stressful situations within time limitations and have excellent verbal and written communications skills
• Demonstrate excellent interpersonal and professional interaction skills
• Team player who has the ability to work effectively with all levels of company personnel
• Represent CompuCom in a professional and businesslike manner
• A+ Certification or higher preferred (equivalent experience will be considered)
• 1-3 years of Technical Call Center Experience and/or Desk Top Support Experience
• Microsoft Office, Exchange/Outlook and Windows XP troubleshooting experience a must
• Great attitude and customer service skills
• Pluses to have but not required: Experience with 1E to push software, HPSM ticketing system, and Bachelor’s or Associate Degree in a Technical area
• Remain available for incoming phone calls during your shift, addressing any issues which are phoned in and documenting them in the ServiceNow ticketing system. Best effort to resolve issues during the first call, escalating only when necessary to 2nd level support. Provide follow-up on those tickets not escalated, maintaining ownership until completion
• Install and configure computer software and applications as needed and according to corporate guidelines. Use all available internal and external resources and tools to effectively troubleshoot, diagnose and resolve computer issues
• Interact with all personnel in a friendly and professional manner, with the primary goal being customer satisfaction. Function as a team player by sharing technical knowledge with others
• Thoroughly document each call/contact to the Service Desk using ServiceNow
• Monitor Service Desk queues and respond to all incoming e-mails and tickets
• Under the supervision of the Desktop Support Lead, provide desk-side computer support services to local personnel
• Learn to identify severity incident situations that may present initially as single-user issues and communicate / escalate in a manner consistent with Incident Management policy and procedures
• Create and update documentation to increase technical, professional and customer service knowledge and expedite staff cross training as directed by the Service Desk Lead
• Minimum 2 years’ experience required in a Service Desk or Desktop Support environment
• Intermediate level troubleshooting skills, including ability to resolve user issues with computer connectivity, VPN, wireless and network technologies, standard software, virus/malware detection and removal, computer performance issues, printing issues, etc. Experience doing both phone and remote support
• Knowledge of Windows7 and Microsoft Office required, Mac expertise optional but preferred
• A+ certification or ITIL knowledge preferred, but not required
• Possess and practices strong customer service skills
• Works well both individually and in a team environment
• Willing to learn and improve technical, professional, and customer service skills

Student IT Service Desk Technician Resume Examples & Samples

• Basic computer literacy – proficient with email, chat, and Microsoft Word
• Ability to make rapid decisions and discuss issues with callers in a clear, calm, and diplomatic manner
• Promptness and reliability
• Must be able to lift 40 lbs

Tier Service Desk Technician Resume Examples & Samples

• High School Diploma + 3 years
• Associate +1 Year of Experience or Bachelor’s degree in lieu of experience
• Strong customer service skills and experience
• Basic Knowledge of BMC Remedy or other IT Service Management system
• Experience providing mentoring, peer coaching, or training to teammates
• Familiarity with the Department of State
• Provide supplemental TIER 2 support to assist Government staffed IT Service Desk for the management of all IT hardware and software resources used at the Norfolk Naval Shipyard and its satellite locations
• Receive and resolve user calls on various issues related to hardware and software used by NNSY users
• Troubleshoot hardware/software issues between NMCI and the legacy network (reachback)
• Answer phones, receive problem reports, create Work Ticket Management System tickets, enter into problem resolution tracking system
• Perform various user account related duties related to activation, deactivation, troubleshooting, managing permissions, updating and verifying user CAC information and resetting CAC PINs, working with other NMCI technicians, managing user directory and group assignments and permissions
• Perform general office administrative functions related to IT Service Desk functions
• Bachelors degree in related discipline and seven (7) years of experience; AA degree and nine (9) years or more of related experience; Or, High School and eleven (11) years of related experience with advanced certification
• Two (2) years experience with U.S. Navy networks and network account administration or similar experience
• Knowledge and proficiency in MS Windows 7, MS Office 2010, Outlook 2010, and Internet Explorer (latest version)
• Knowledge of and ability to operate software applications which support helpdesk desk operations (e.g. caller ticket documentation application)
• Be able to speak clear, understandable business English
• Be proactive and able to recognize potential problems and empathize with callers who are working under extreme pressure with limited resources and time
• Provide immediate, competent, and professional user support
• CompTIA Sec+ Required
• Must be open to all shifts
• Participate in the development of long-term strategies and plan for the future needs of IT services in Ontario
• Maintain inventory of all assets IT
• Redirect requests to the appropriate support level
• Scanning on workstations, identification and resolution of complex computer problems for users and recommend and implement corrective measures, including repairs of external workstations for users in remote offices
• Install, configure, test, maintain, monitor and identify problems on workstations of users, applications, computer hardware and software to provide a computer service that responds to the corporate security standards
• Assess needs and install the updates to performance on computers, install the CPU. inputs/outputs and network cards, hard drives, flat cables, memory, memory sticks, etc
• Work with the server administrator or the network analyst and the IT security analyst to ensure the effectiveness of the operations of the enterprise computing environment
• When required, manage and troubleshoot remote computer workstations for users
• Receive and respond to requests from users by phone, or email
• Ensure that the wiring of computers is functional
• Prepare the tests and applications to monitor the performance of computers, document and communicate performance results/reports and statistics
• Assist in the preparation, maintenance and upgrade for the recording, transmission procedures and monitoring of computer operations statistics
• Document specifically information at the level of hardware or the faulty components, repairs, installations and movements
• Record all incidents and redirect them to the senior technician or team leader
• Complete the documentation required for the management of change
• Manage and resolve incidents/problems in the Service Now ticketing system; and
• Other duties assigned
• Diploma or certificate in computer science or another IT related discipline
• 3 to 5 years’ experience in a position of level 2 support
• Excellent customer service skills and approach with good communication skills
• Certification A +, Network Plus and Help Desk Institute, is an asset
• Excellent communication skills, both written and oral
• Bilingualism (French) is considered an asset; and
• Great motivation, sense of organization, curiosity and ability to work in team environment

Smu-service Desk Technician Resume Examples & Samples

• Communicate effectively both orally and in writing
• Work independently with little direction
• Plan and organize work
• Interact with numerous computer platforms in a multi-layered client server environment. Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems
• Understand and follow oral and written instructions
• Train and provide work direction to others
• Workflow planning, time management and scheduling skills
• Associate’s degree (Bachelor’s Degree Preferred) in communications or related field; supplemented with a minimum of (5) years of related work experience, and background in production, AV and video equipment
• ITIL Foundation Certificate (V2) (Preferred)
• Previous experience of working in an IT support role
• Working knowledge of Microsoft Windows and MAC client operating systems as well as various software packages including Microsoft Office and Adobe Creative Suite
• Excellent IT skills and computer literacy
• Previous Experience within a customer service role
• Monitors and responds to hardware, software, and network problems utilizing hardware and software testing tools and techniques
• Provides customer assistance support in setting up microcomputers and/or installing software packages, when required
• Provides user training for hardware/software products when in the process of client support
• In support of microcomputer applications, analyzes requirements; creates, designs and develops requirements in required media; provides program support; tests, debugs and writes documentation as required
• Identifies problems and resolves hardware/software malfunctions
• Provides maintenance such as board replacement, cable switching, communication assistance, hardware/printers installation/replacement; and analysis support for such requirements
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance
• Accurately documents instances of hardware failure, repair, installation, and removal
• Interfaces with vendor support service groups to ensure appropriate notification during outages or period of degraded system performance
• Assist other team members responsible for hardware in troubleshooting and repairing failures in office infrastructure such as printers, projectors, displays, desktop units, laptops, networks, etc
• Responsible for refreshing/swapping out desktops, notebooks, and general PC’s
• Develops and maintains software and hardware inventory and tracking systems; develops inventory lists and orders, stocks and stores electronic components
• Implement IT policies, procedures, and system controls
• While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and move up to 25 pounds and occasionally lift and move up to 50 pounds
• Computer repair techs must be able to diagnose, repair and test computer problems as they arise and need to be able to solve issues that might not have a clear solution
• Able to connect and set up hardware
• Effective verbal, presentation and listening communications skills
• Effective written communications skills
• Able to maintain current and accurate inventory of technology hardware, software and resources
• Be familiar with all hardware and software
• Be familiar with network operating system
• Working knowledge of Remedy Service Management, Microsoft Office, Visio and other tools
• Current Security +
• Current Comp-Tia A+ or N+ certification
• Must have Security+ certification
• 2-5 years of directly related experience in systems administration and analysis
• MS Windows 7; 8 & 10 Operating System
• Microsoft Office / Outlook 2010; 2013; 2016
• Experience with IBM-compatible personal computers; terminal; peripheral equipment and associated software repair; installation; configuration and system operation
• ITIL V3 Foundations Certification desired
• Help Desk Institute (HDI) Certification a plus
• CompTIA Security + Certification required within 90 days of hire for DoD 8570 Compliance
• CompTIA A + and Net + Certifications preferred
• Experience providing technical support for microcomputer hardware, networks, account administration, and office automation software via telephone
• Demonstrated experience with Remedy/Helpdesk management systems
• Strong IT problem solving/troubleshooting experience
• Experience with remote management tools
• Knowledge of Blackberry basics
• Demonstrated experience with Active Directory
• Ability to listen, understand and translate client requirements
• Must be knowledgeable in best practices and IT methodologies
• Must understand business processes and have the ability to thoroughly understand the technology to address client’s requirements
• Familiarity with SharePoint
• Experience with advanced Microsoft Office features (Excel functions; Access queries; etc.)
• Provide technical assistance and support related to computer systems, hardware, or software
• Utilize the application, technicians triage, troubleshoot, diagnose and resolve IT related support issues and dispatch and monitor incident and service tickets as necessary (i.e. software applications, hardware support, executive support services, etc.)
• Log and track all requests for assistance, respond to queries, run diagnostic programs, isolate problems, and determine and implement client focused solutions
• Respond to email messages for customers seeking help
• Ask questions to determine nature of problem
• Support of disaster recovery solutions
• Acts as liaison between business communities and IT
• Document all Service activity and system maintenance documentation
• Communication with customers is required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Improve customer service, perception, and satisfaction
• Fast turnaround of customer requests
• Ability to work in a team and communicate effectively
• Work with other Service Delivery teams to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
• Appropriately escalate service requests that require higher levels of technical support
• Associate or Bachelor's degree in computer science or a minimum of 4 years of equivalent work Experience working within a help or service desk environment
• Working knowledge of a range of remote administration and diagnostic utilities
• Experience working in an ITIL-driven environment with working knowledge of ITIL principles and processes
• Extensive application support experience and knowledge with Microsoft's entire suite of products, including Outlook/Exchange
• Exceptional knowledge of Microsoft Office Suite including assisting on Office 365 issues towards resolution
• Strong knowledge of Service Desk ticketing system
• Strong knowledge of BMC Remedy ticketing system
• Ease in learning new skills or enhancing existing skills
• Expert planning and organizing
• Expert problem-solving skills, identifying the root cause of a problem
• Always customer focused for all service delivery activities
• Ability to maintain their cool in a stressful environment

Global IT Service Desk Technician Resume Examples & Samples

• Provide both onsite and phone-based technical support for desktop hardware and software by identifying issue(s), determining and executing appropriate resolution, and communicating the resolution to the customer
• Troubleshoot and provide resolutions upon initial contact when possible, using password management tools, remote desktop, etc
• Escalate or re-assign tickets to other departments when required
• Maintain accurate up-to-date status on all tickets
• Ensure no tickets are older than 3 days in personal queue
• Provide walk up/local IT support for hardware and software issues
• Assist with mobile device issues
• Perform new user/new hire equipment set up
• Perform basic hardware and workstation repairs
• Develop and maintain technical documentation for desktop hardware and software applications
• Meet or exceed all Global Service Desk metrics and process requirements (ticket management protocols, time tracking, communication requirements, etc.)
• Ensure that all users have been properly communicated before closing a ticket request
• Treat all customers with courtesy and professionalism
• Administer security cards and access
• Perform Audio/Visual setup if necessary
• Serve as point of contact for management
• At least 2 years’ experience working on an IT Help Desk
• ITIL Certification is required to at least Foundation level
• Knowledge of/experience with the following: MS Windows 7 and Windows 8 computing environment, MS Office 2010/2013, MS Outlook, SharePoint, Internet Explorer 11.0, Cisco Any Connect VPN (Virtual Private Network) and Mobile devices
• Ability to occasionally adjust work schedule to meet business need (standard is 40 hour week, with occasional overtime requirements)
• MCSE or A+ certified is a plus
• Respond to technical service requests (including logging, tracking, research, resolution or dispatch and follow up). Ensures assigned Service Desk requests are processed in a timely manner
• Provides Level I end-user support according to ITS department support policies
• 3+ years experience of Microsoft Office and Windows support
• Solid interpersonal and organizational skills: including the ability to interact with all levels of the organization
• Proven track record of sound troubleshooting and analytical skills
• Strong written and verbal communication skills including the ability to provide detail documentation of a technology incident
• This position may involve driving to perform tasks at remote locations. Must possess and maintain a valid California driver’s license and auto insurance
• Bachelor's degree (B.S.) from four year college or university; 2-3 years related experience and/or training; or equivalent combination of education and experience
• Health Care industry experience
• User support and customer service. Be present and visible in the Service Desk and available to users
• Respond to questions from callers and walk-ins; remotely assist users with technology problems in offices, conference rooms, and remote locations; assist in person when appropriate
• Consistently follow standard procedures in configuring and implementing computer equipment and software
• Accurately log all Service Desk contacts and their resolutions using call tracking software
• Accept general responsibility for corporate computer systems and ensure that they are functionally ready for use; maintain systems and peripherals, keep the Service Desk and corporate environments clean and organized, etc
• Educate end users on appropriate systems and tool use and share technology best practice
• Become familiar with available help resources; stay updated on current technology changes/problems
• Become familiar with all corporate policies, service offerings, and staff
• Maintain reasonable discipline and decorum in the Service Desk and corporate general use areas
• Fulfill other duties as assigned by the Service Desk Manager or other IT Management
• Provide a considerate, professional, and accessible point of contact for IT services
• Respond to incoming support requests via e-mail and phone calls in a timely manner
• Provide computer hardware, software, and application support for all departments and associated offices
• Research and troubleshoot problems using available tools such as a knowledge base and remote control
• Manage, update, and maintain the service-desk problem tracking, inventory, client, and knowledge databases
• Maintain a high level of detailed documentation
• Respond, as needed, to network, server, and communications problems
• Diagnose and resolve complex printing problems
• Work as a third party liaison to service providers to provide installation, maintenance, and warranty services
• Identify appropriate second-level resources and assign work-order tickets as needed
• Maintain an up-to-date level of expertise
• Resolve all assigned work-order tickets in a timely manner
• Work to maintain and exceed Service Level Agreements
• Associate’s degree in Network Systems, Information Technology, or related field
• Internship experience
• An A+ Certification and/or Network+ Certification
• Experience with direct customer support in a technical environment preferred
• Help Desk Analyst Certification or equivalent experience desired
• Internship experience in related field preferred
• Proven ability to resolve problems efficiently and effectively, recognizing customers’ competence levels, and interacting with customers competently and courteously while exhibiting an appropriate sense of urgency
• Work effectively within a team-oriented customer support culture
• Knowledge of Microsoft Office application software and Windows desktop operating systems
• Knowledge of basic networking fundamentals, PC hardware, and peripheral devices
• Proven ability to balance, prioritize, and organize multiple tasks
• Knowledge on setting up, maintaining and installing printers
• Ability to maintain confidentiality and handle sensitive information in an appropriate manner
• Ability to work effectively both individually and within a team environment
• Ability to effectively express technical information to nontechnical employees
• Proficient user skills with Microsoft Office software including Word, Excel, PowerPoint and Outlook
• Beginner to intermediate skills in Windows 2000/XP/Vista/7, Microsoft Office 2003/2007, Adobe, and work ticket tracking software
• Write procedures and documentation of problems worked
• Conduct research on desktop products in support of PC procurement and development efforts
• Evaluate and recommend products for purchase
• Write technical specifications for purchase of PC's, desktop hardware and related products
• CA Products (Service Desk, Asset Management, Client Automation, Espectrum, etc.)
• Monitor the KACE incident management system to ensure timely acknowledgement of support requests
• Document, track, and monitor escalated issues to ensure a timely resolution and effective communication to all parties involved
• Provide 1st and 2nd level hardware, software, and networking troubleshooting for a user base of approximately roughly 100 staff members in the New York City office
• Provide 1st support to remote users throughout the Firm via phone, email, or other methods
• Act as the onsite representative for all technology initiatives in the New York City office
• Assists management in proactively meeting the technology needs of the office by keeping IT management abreast of issues and activities
• Work closely with members of the IT team to ensure successful completion of technology projects throughout the Firm
• Other responsibilities may be assigned as needed
• Monitor the Spiceworks incident management system to ensure timely acknowledgement of support requests
• Provide 1st and 2nd level hardware, software, and networking troubleshooting for a user base of approximately roughly 100 staff members in the Orlando office
• Act as the onsite representative for all technology initiatives in the Orlando office
• At least 2 years’ experience working on an IT Help Desk or in an IT Service environment
• Degree (Bachelors of Arts (BA) or Bachelors of Science (BS))
• ITIL Foundation Certification
• Use industry standard and internally developed tools to troubleshoot and provide local and remote support
• Applies emergency fixes to keep end users working while root cause analysis is assessed
• Conduct installs, moves, adds and changes (IMAC); and
• A strong sense of customer service and skilled at providing the highest level of service and value to our customers as well as promoting that sense among team members
• Strong communication and documentation skills, and enjoys working in a team environment
• Call center experience a plus
• A very strong technical and customer service background
• Minimum of 3 years’ experience in technical support with strong knowledge and experience troubleshooting various system and network issues including desktop/laptop hardware, Windows 7, Exchange, telephony, home networking equipment, applications, and other end-user associated technologies
• Experience and understanding of using Active Directory, DNS and DHCP in a windows infrastructure
• Experience in ITIL a plus
• Strong communication, analytical and problem solving skills
• Strong interpersonal skills and ability to interact with customers, team members, and within various levels of management
• Proven outstanding customer service skills
• Ability to multi-task, nimbleness and highly functional within a team environment
• Some evenings and weekend work may be required; and
• Associates Degree in Business/IT and/or at least 2 years of equivalent experience with desktop and laptop support technologies including Windows XP and Win 7, Microsoft desktop applications, and disk imaging
• Provide a consolidated point of contact for providing Tier I technical support to Kiewit employees
• Research and resolve Tier 2 trouble tickets
• Immediately notify appropriate individuals of any issues that could potentially impact production activities and follow escalation to keep impact minimal
• Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided

Senior Service Desk Technician Resume Examples & Samples

• Provide tier 2 support for internal customers (telephone, email, remote control tools and desk side visits) via telephone and email for all internal technology problems and service requests in a complex technical environment, including hardware/software setup, configuration, problem recognition, research and isolation. Lead customers through diagnostic procedures to determine source of error, document and resolve or properly prioritize the incident/request based on impact and urgency and escalate internal customers incidents in a timely and efficient manner
• Serve as escalation point between the Service Desk and partner providers (DELL, Lexmark, etc.). Interact with Technicians, Engineers and/or internal teams to restore service and/or identify and correct core problems to ensure efficient operation of the firm’s desktop computing environment
• Responsible for Service Desk triage of electronic incidents for troubleshooting, change management, upgrades and migration projects
• Create and maintain accuracy and support for the Service Desk SharePoint site
• Monitor open incidents to ensure timely completion and resolution for positive impact on customer satisfaction
• Perform system and user administration roles in Active Directory
• Analyze and identify problem trends and devise preventive solutions
• Mentor Service Desk Technicians on processes, hardware and software problem analysis and resolution, more complex troubleshooting and past due tickets
• Assist in creating and maintaining Service Desk training manuals and procedures for new associates
• Lead and participate in IT projects or tasks as assigned
• Advanced knowledge of Windows operating systems (2xxx, XP, Windows 7) with the ability to troubleshoot in a Windows XP and Windows 7 environment
• Intermediate knowledge of Active Directory permissioning in an enterprise environment
• Intermediate knowledge of telecommunication technology and protocols including handsets, wireless headsets, telecom switch access, PBX systems, mobile devices and VoIP
• Advanced knowledge of workstation architecture, network infrastructure and data transmission methodologies
• Motivated with a willingness to continuously acquire and maintain knowledge of relevant products (software, applications and hardware) and support policies in order to provide accurate solutions to customers
• Intermediate ability to navigate within AS400 mainframe to manage user accounts
• Ability to follow knowledge based procedures and apply information from technical procedures to daily job requirements as well as an ability to produce accurate technical documentation
• Excellent organizational and communication skills with a focus on customer service, attention to detail and effective follow-up including tracking, scheduling and monitoring the activity of the Service Desk Technicians
• Foster company success through a professional appearance, being courteous to customers and all Scottrade associates and by displaying a positive attitude
• 2+ years Help Desk, Service Desk or Technical Support experience required
• 2 + years customer service experience required
• Experience with remote software deployment tools, such as Altiris DS required
• Experience with document workflow solutions required
• Experience with Service Desk ticketing systems: Altiris, Remedy, HEAT, Magic, etc. required
• A+ , DELL and/or ITIL certification preferred
• Work in a technical support center providing telephone assistance to corporate clients
• Record incidents reported by clients, support the client through the problem resolution process
• Escalate the incident to a higher level, if applicable
• Training specific to CGI will be provided)
• Post-secondary education in a relevant discipline or equivalent work experience
• Good knowledge of Windows NT, XP, vista, 7 operating systems
• Knowledge of networking
• Proficient with MS Office (Word, Excel, Outlook, PowerPoint)
• Record incidents reported by clients; support the client through the problem solving process
• Respond to common technical incidents and support requests by providing a resolution or promptly allocating unresolved tickets appropriately
• Perform limited support actions remotely
• Maintain and monitor ticket records and advise relevant support teams of actions taken
• Ensure that incidents and requests are handled according to agreed-upon procedures
• Rigor in his work
• Good knowledge of Windows 7 ,8.1 & 10
• Proficient with Microsoft Office 2010/2013/2016 (Word, Excel, Outlook, PowerPoint)
• MAC knowledge an asset
• Wired and mobile knowledge
• Billingual French and English
• Knowledge of networks
• Experience providing technical support
• Quickly and efficiently respond to all forms of IT-related trouble inquiries and detect/record the details fo the incident
• Resolve, recover and collaborate with the affected user
• Support IT service activities to include, but not limited to, installing, modifying, and repairing computer hardware and software; technology refresh; move-add-change; diagnostic programs to resolve problems; install computer peripherals for users; and resolution of technical problems with LAN/WAN and other systems
• Follow-up with customers to ensure issue has been resolved
• Provide user training
• Other duties as required by management
• Minimum 2 years progressive experience in a customer service support environment providing IT-related services
• Experience troubleshooting Windows products (i.e. Windows 7, Excel, Outlook…)
• Experience in dealing with difficult interpersonal situations regarding support issues
• Possess analytical thought process to resolving complicated technical issues
• Demonstrated excellent team player
• Ability to own the problem from identification through restoration
• Practical experience in implementing services within the ITIL framework
• Knowledge and experience with VMware virtualization products to optimize and mage IT resources for servers, desktop, applications and infrastructure
• ITIL v3 Foundation or other ITIL discipline
• CSWF IAT 2 certification IAW DOD 8570.01-M
• AA or AS degree in Computer Science or related field
• MCSE or similar certification
• A+, Network+, Server+, and VMware certifications a plus
• Knowledge and experience in implementing and delivering services within the IT Service Management (ITSM) framework

Junior IT Service Desk Technician Resume Examples & Samples

• Communicate with customers on system outages/faults over the telephone and email
• Log, monitor and manage customers’ Incidents and Requests for assistance to ensure that Service Level Agreement targets are met
• Use Remote access tools to support customers
• Provide basic VPN support and mobile handset support to corporate users
• Install software using remote tools
• Impeccable communication and customer service skills along with a strong work ethic and a high attention to detail
• Experience troubleshooting hardware and software with a working knowledge of Microsoft Operating systems including windows 7, Microsoft Office applications, Visio and project
• Previous experience in a Service desk role supporting windows based applications in a network environment would be a real bonus
• Respond to IT Service Desk calls and work orders in a professional courteous manner with solutions that are consistent with IT policy and procedures
• Install, configure, maintain and troubleshoot IT business hardware to include workstations, laptops, monitors and mobile devices using Active Sync
• Image and deploy new computers and associated hardware as needed
• Install, maintain, troubleshoot and repair Microsoft Windows, Office and other business applications
• Monitor and respond to antivirus and malware protection notifications and respond quickly and effectively to possible outbreaks
• Learn and adapt quickly to new software and technologies
• Administer and maintain Windows Active Directory to include user accounts, security groups, policies and NTFS Securities
• Maintain expertise in current Microsoft Windows and Microsoft Office Suite
• Maintain accurate and useful documentation to include Work Orders, Procedures, Checklists and technical instructions
• Work closely and professionally with other IT team members
• Support the business needs of the corporation with superior customer service
• Travel to support remote site maintenance when required
• Perform Service Desk On-call rotational support as required
• 2-4 years of directly related experience supporting IT service desk operations
• Knowledge of customer service principles and practices are paramount
• Must have experience in responding to customer requests with an emphasis on high customer satisfaction and problem resolution
• Work output must be detailed for the highest level of accuracy and quality
• Proficiency in the use of Virtual Desktop, Laptops, PC's, Microsoft Office Applications, Remote Network Access and Remote Control required
• Experience with SCSM Service Desk Application and/or Cireson portal and RSA 2-factor authentication a plus
• Handle escalated service calls for Inovalon employees and third party providers
• Develop/maintain internal support documents for use by all levels of support personnel as well as end-user documentation
• Train, mentor and familiarize staff on new/modified policies and procedures
• Achieve operational objectives by maintaining acceptable standards in productivity, quality, and customer-service standards
• Lead team to resolve recurring and or complex issues in attempt to resolve complex issues
• Resolve escalations or direct them to the appropriate groups as required
• Focus efforts on accurately resolving issues and meeting SLA’s; and
• Others duties assigned by technical support management
• A relentless pursuit of excellence
• Minimum of 3 years’ experience in mid–level technical support with strong knowledge and experience trouble shooting various system and network issues including desktop/laptop hardware, Windows 7, Exchange, telephony, home networking equipment, applications, and other end-user associated technologies
• Understand networking fundamentals
• Minimum of 1-2 years’ experience leading teams to achieve common goals
• Some supervising experience is preferred (direct or indirect)
• Experience in MCSE and ITIL a plus
• Ability to multi-task, exude nimbleness and be highly functional within a team environment; and
• Some evenings and weekend work required
• Responsible for providing technical assistance and support related to computer systems, hardware, or software
• Utilize the Service Desk application; responsible to triage, troubleshoot, diagnose and resolve IT related support issues and dispatch and monitor incident and service tickets as necessary (i.e. software applications, hardware support, executive support services, etc.)
• Support disaster recovery solutions
• Act as liaison between business communities and IT
• Document all Service activity and system maintenance documentation in Service Desk Manager. Communicate with customers, keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Complete fast turnaround of customer requests
• Work in a team and communicate effectively
• Associate or Bachelor's degree in Computer Science or a minimum of 4 years of equivalent work experience working within a help or service desk environment
• Ability to maintain cool in a stressful environment
• 1 yr or more of end user support, would prefer it to be supporting the Army
• Must have an active secret clearance
• Must have a security + cert
• Provides operational expertise in a functional area, which supports the customer, computer systems, networks, and/or processes to ensure business objectives and requirements as well as I/S Service requirements are met
• Provides excellent customer service via telephone, email and chat with both customers and vendors and the ability to escalate issues to Level 2 if unable to solve during the initial phone contact
• Strives to meet service expectations through effective communication, listening and problem solving techniques. Uses service standards to ensure I/S Service requirements are met. Anticipates customer needs and/or system problems
• Records, identifies, monitors, and resolves difficult problems and issues to include: mainframe, distributed systems, network, workstation tools, applications, and voice and data technologies. Monitors, controls, coordinates and schedules production activities to ensure minimal impact to customers
• Recognizes problems situations, invokes recovery procedures and initiates corrective action as required and takes proactive measures to ensure no future reoccurrence
• Collects, researches, organizes and interprets data. Assists in the development, enhancement and/or maintenance of system support processes and analyzes related costing to ensure requirements are met
• Identifies, defines, evaluates and documents technical and business problems and/or opportunities to include: application, hardware and procedural issues and provides recommendations to support the I/S architecture and the business objectives. Interacts and effectively communicates with the customer and I/S associates to identify and define root causes and provides innovative solutions
• Integrates and supports technical infrastructure changes through installation and maintenance of system components. Effectively integrates and supports the technology in the I/S infrastructure using system management disciplines to include configuration, problem, change, performance, and available capacity of the environment
• Resolves and supports technical issues or problems efficiently and in a timely manner. Converts program or system specifications into structured program logic. Develops and maintains well-documented code
• Creates, modifies and executes test plans for a new or modified technology, utilizing appropriate testing tools and standards. Develops documentation/user procedures and ensure appropriate training and user support
• Provides direction, leadership and guidance on operational tasks and techniques, technical advancements, new products and project activities. Participates in the decision making process regarding changes or enhancements
• Uses appropriate technologies to solve business and technical problems as well as takes proactive approach in providing recommendations which meet business requirements and adhere to the I/S architecture and technical standards
• Willingness and ability to change work schedule on an as needed basis in addition to being a part of the "on call" rotation
• Respond to technical support incidents and requests in person, via email and on the phone in a friendly, professional and timely manner
• Identify, troubleshoot and research problems, recommending solutions and escalate the issue when applicable
• Communicate known problems/fixes to team members, submitting knowledge solutions
• Developing IT processes/procedures
• Assist higher-level engineers in research of problems
• Responsible for troubleshooting a myriad of hardware and software issues
• Add/delete/modify user account information and documenting appropriately
• Rotating 24/7 on-call duty required
• Support of iPhone and Android handheld devices
• College degree and/or professional certifications (Microsoft, CISCO, CompTIA)
• Experience with scripting (VBS, PowerShell etc.)
• SharePoint / Microsoft Office SharePoint Server 2007/2010
• ITIL V3 certification
• LANDesk experience
• 6 months + of Phone Support/Customer Service experience
• Experience supporting Windows 7, MS Office 2010 would be a plus
• Excellent customer service and interpersonal skills. This individual must be able to pick things up quickly, put people at ease quickly, seek to understand and be an advocate for the customer
• Candidates must be able to follow directions and scripts as well as work by a defined process
• Should have IT/Technical knowledge aptitude and or interests in technology
• Candidates who have worked with different software programs will at least have an understanding of basic functionality
• Prior help desk experience is helpful but not a requirement
• Candidates should not have more than 3 years prior IT support experience
• Strong customer service & oral communication skills
• Technical Aptitude & interests
• Ability to follow policy & directions (or scripts)
• Document questions/answers (written communication skills)
• College degree (preferred, not required)

Tier, Service Desk Technician Resume Examples & Samples

• Bachelor’s Degree in related technical discipline with 9 years of experience, or, 11+ years without a degree
• Working knowledge of Microsoft Windows system administration tasks including: Windows Server 2008, Active Directory, BlackBerry Enterprise Server 5.0, BlackBerry 10, RSA, Citrix, and SCOM monitoring tool
• Working knowledge of BMC Remedy
• Self- motivated problem solver possessing effective troubleshooting skills as it relates to IT issues
• Strong oral and written communication skills with experience working directly with customers including VIPs
• Ability to focus on ticket and monitoring systems for sustained periods
• Document all Service activity and system maintenance documentation in Service Desk Manager
• Communicate with customers is required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Associate or bachelor's degree in computer science or a minimum of 4 years of equivalent work experience working within a help or service desk environment
• Properly triages issues reported by employees/customers
• Maintains personal queue and meets SLA
• New Hires and onboarding
• Terminations
• Supports corporate phone systems
• Supports and troubleshoots Microsoft Office suite and corporate applications
• Tier 1 troubleshooting for enterprise software and hardware
• Provides excellent customer level support
• Responds to tech issues in a timely manner
• Escalates problems and incidents to appropriate next level support
• Creating employee accounts for computers, mail, etc
• Use supported ticketing/service system to report issues
• Entry point for all tech-related requests
• Contributing to team meetings
• Occasionally supporting remote users (Culver, San Bernardino, NY, LA)
• Supports Audio/Visual technologies
• Intermediate office suite
• Knowledge of basic printer troubleshooting
• Windows 7 and Windows 8 experience (hardware and software troubleshooting)
• Experience with VOIP phones in corporate environment
• Pays close attention to detail
• Desire to learn and expand career
• Effective communication with customers and teammates
• Intermediate Mac/OSX skills
• Basic network troubleshooting skills

Service Desk Technician Tier Resume Examples & Samples

• Responds to and diagnoses incidents through discussions with users
• Documents, tracks, and monitors problems to ensure timely resolution
• Provides first-tier support to end users for either PC, server or mainframe applications or hardware
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify correct core problem
• Operate within the SD AQL’s, first call resolution, and speed of answer
• Perform password resets on applicable systems and ensure phone support is staffed with agents who are qualified to serve as Password Issuance and Control System (PICS) officers by the completion of task order transition
• Be eligible to hold T1 Public Trust “clearance” supported by a Limited Background Investigation (LBI). There is no National Security Information (NSI) security clearance required
• Collect information from callers and ensure that tickets are promptly and accurately documented in applicable ticketing system so that up to date information is available at all times
• Ensure that other IT requests (application specific and others that cannot be resolved by SD Tier 1, 1.5) are properly routed to the appropriate support organizations
• Utilize the knowledge base to guide callers through resolution of reported issues
• Provide a support structure for SD Tier 1 to escalate incident to Tier 1.5 or Critical Incident Response Team (CIRT)
• Ensure that all email service requests are processed within the AQL’s
• Ensure that Tier 1 email team also receives Tier 1 phone support training to assist when email and fax incoming volume is low or during spike on the phones
• Ensure that a response to every contact is acknowledged to requestor, documented accurately and worked as a first contact resolution or assigned appropriately
• MCSA certification
• Provides technical support to internal employees for all BCD Travel provided software
• Identifies researches and resolves technical concerns with employee desktop and laptop hardware
• Responds to trouble cases, telephone calls, emails and other requests in a timely manner
• Documents, tracks, monitors and assigns incidents for resolution
• Documents, tracks and fulfill service requests
• Must be able to come to work promptly and regularly
• Must be able to take direction and work well with others
• Must be able to work under the stress of and meet deadlines
• Must be able to concentrate and perform accurately while meeting applicable productivity measures
• Must be able to handle other tasks as assigned
• Assumes and performs other duties and responsibilities not specially outlined herein, but which are logically and properly inherent to the position
• Experience with Active Directory to create user accounts and perform password resets
• Experience with Windows 7operating system (1 year minimum)
• Experience with Office 2010 and Outlook (1 year minimum)
• Experience with software installation and application support (1 year minimum)
• Hardware troubleshooting (1 year minimum)
• Excellent Verbal and Written Communications skills
• Knowledge of IT Service Desk procedures (1 year minimum)
• 1) Windows 10/ 7 experience. 5 years experience troubleshooting windows 7 and experience working with Windows 10. 25% of the tickets
• 2) Dell hardware experience: Corporate one is a Dell hardware shop. This person will need experience working with all hardware; laptops, desktops, printers etc, 50% of the tickets
• 3) Microsoft office suite: Having 5 years working with and troubleshooting office suit. 25 % of the tickets
• Understands and actively participates in the Request Fulfillment and Incident Management analysis; initiates appropriate action
• Performs Service Desk Technician II support duties, responds to calls, tickets, and emails immediately, and collects all pertinent critical data to resolve the issue. Responds to the alerts as per the Service Desk SLA and follows the appropriate escalation path to communicate with the proper resources to get the problems resolved. Escalates to appropriate Tier-3 support if needed along with all the pertinent data needed. Evaluates user difficulties and identifies situations requiring referral to other internal or external technical support. Provides on an on-call basis Tier-1 support 24 hours a day, 7 days per week to respond to Corporate One's alarms and emergency needs during non-business hours. Responds to all internal and external customers, peers and management in a pleasant manner and maintains a proper phone etiquette
• Ensures that all resolution steps at his/her level is attempted to ensure first call resolution. Takes leadership and ownership of the trouble ticket and stays engaged with each party to ensure resolution and documents the resolution and adds the resolution to the Knowledge Base. Analyzes and Reports any issue trends to the supervisor in a timely manner. Enhances and adds to knowledge base for all technical documentation
• Identifies and assists in implementation of opportunities for new or more efficient application of the organization's software capabilities. Maintains current working knowledge of various software, information systems, and new technology, and keeps abreast of new releases and potential bugs
• Researches, resolves, and documents software and hardware issues and resolutions to Knowledge Base. Proactively monitors and performs daily health evaluations of Corporate One critical systems to prevent issues. Documents and communicates any issues to appropriate IT staff
• Assists and provides consulting users with issues related with PCs, Laptops, Tablets and Thin Client applications and use of various software systems including local and remote connectivity. Provides level 1 operational and technical support for the phone system that includes user set up, move, add, change, and delete functions, desk set orientation and training including voice mail
• Communicating directly in person
• Communicating over the phone/remote sessions/chat to resolve issues
• Delivering on existing or planned deployments/roll outs
• Simulate or recreate user problems to resolve operating difficulties
• Recommend and document improvements to processes/systems as a result of incident resolution activities
• SCCM software distribution
• OS Imaging/Re-imaging for trouble resolution and planned deployments
• Assisting/Maintaining accurate inventory of all software
• Assisting procurement of office funded software
• Provide 1st level IT support (Single Point of Contact) including desktop related technical assistance via telephone, ticket system, emails and instant chat messaging tool, etc
• Log all reported IT Incidents / Requests and perform 1st level troubleshooting, escalation or resolution as part of the Incident Management Process
• Perform user administration, remote technical trouble shooting and provide First Contact Resolution where possible
• Responsible for hardware setup / purchasing, software installation / purchasing and IT training as User’s Introduction to IT System
• Coordinate, escalate and work with various IT support teams, business owners, service managers across regions
• Create and maintain operational documentations / knowledge database
• On-site resource for Disaster Recovery actions
• Responsible for follow up with internal customers once incidents are resolved to ensure resolution and positive impact on customer satisfaction
• Assist in developing and maintaining a problem resolution knowledge base
• Ensure all open incidents are current and updated, and that all parties are aware of the incident status
• Perform workstation imaging for all systems as assigned
• Participate in IT project-related tasks as assigned
• Intermediate knowledge of hardware support and the ability to remotely setup, configure and troubleshoot issues with printers, workstations, laptops, dual monitors and various other forms of hardware
• Basic knowledge of telecommunication technology and protocols including handsets, wireless headsets, telecom switch access, PBX systems, mobile devices and VoIP
• Strong organizational and communication skills with a focus on customer service, attention to detail and effective follow up
• Ability to produce accurate technical documentation
• Foster company success through a professional appearance, teamwork, being courteous to customers and all Scottrade associates and by having a positive attitude
• 1+ years customer service experience required
• Experience with Service Desk ticketing systems; Altiris, Remedy, HEAT, Magic, etc. preferred
• Primary Point of Contact for Hilton Grand Vacations internal customer issues per approved SLA metrics
• Monitors the progress of Incidents and Problems, and provides timely updates to customers, Hilton Grand Vacations Information Technology personnel, and Hilton Grand Vacations Leadership Team
• Performs Best Practices application and systems diagnosis and troubleshooting techniques in other to resolve all service affecting issues
• Coordinates and escalates complex issues to the Escalation and Leadership Teams when necessary
• Documents all communication in the Ticketing System, and updates customers regularly on active tickets
• Excellent verbal and written communications skills with ability to build relationships at all levels of the organization
• Must have a working understanding of the ITIL framework
• Exceptional Customer Service skills
• Able to effectively prioritize and perform Service Desk tasks in a fast paced environment
• Excellent analytical, organizational and technical skills
• ITIL Foundations Certifications

Service Desk Technician North Tyneside Resume Examples & Samples

• The Service Desk Technician works as a member of the Service Desk team, whose role it is to ensure that customers are provided with high quality ICT services which meet corporate information and communications systems requirements, and to ensure that advice, consultancy, information, training and support are delivered in the most appropriate manner to keep pace with changing requirements
• Ensure that requests for assistance are properly logged, assigned and responded to in a timely manner and according to agreed standards and procedures
• Conducts tests of hardware and/or software using diagnostic tools to correct malfunctions
• Installs or removes hardware and /or software, using supplied installation instructions and tools
• Following agreed procedures, takes responsibility for maintaining and reporting up to date and accurate inventory information on the Council’s ICT assets
• Following agreed procedures, takes responsibility for ICT security
• To take reasonable care for your own health and safety at work, for that of service users and for other persons who may be affected by your actions or omissions at work
• Provide a high quality, customer focussed service that is responsive to customer needs
• Responds to requests for support in a timely manner and according to agreed SLAs and procedures
• Ensures users and other interested parties are kept informed of progress and that corrective action is taken to avoid delays
• Assist in the training of other staff. Advise and assist colleagues in the provision of services
• Actively contributes to overall team objectives, responding effectively to new directives
• Actively promotes and encourages team working across the IT function, in particular establishing an excellent working relationship with the Service Desk and other support teams
• Good general education with a minimum of 4 GCSE at grade C or above including Maths and English, or the equivalent
• Good literacy and numeracy skills
• Completed Higher Education in ICT related area – Desirable
• Foundation Certificate in ITIL Service Management – Desirable
• Experience of working in a Customer Service role
• Demonstrable experience in appropriate field
• Evidence of a successful track record in a helpdesk environment
• Evidence of provision of clear, balanced advice and guidance in an ICT related area. – Desirable
• Relevant experience working in an ICT helpdesk environment
• Able to manage and prioritise tasks and work schedules
• Communicate effectively both verbally and in writing
• Good customer care skills
• Request Fulfillment
• Interface with vendors and associations for new technology, standards, and vendor technical assistance
• Interface with team members, shared services applications, and customers on requirements and acceptance of service changes
• Interface with business unit IT personnel for business, customer, and user requirements
• Interface with users for problem identification and resolution
• Interface with network engineers, system administrators, and shared services application developers for ITIL process and functional execution and incident and service request escalation
• Interface with incident management teams to capture problem identification information
• Strong Customer-service orientation
• Solid Communication and service skills (Verbal and Written)
• Ability to develop in-depth knowledge technical environment (hardware, software, network), in order to identify opportunities to improve customer services
• Strong understanding of Microsoft 7 Desktop Operating systems and Office applications is required
• Must be able to work a flexible schedule and be available for after-hours support and on-call support
• Respond to queries over the phone
• Create AzNet Remedy tickets for any WAN and LAN connectivity, routers, firewalls, and security
• Intermediate remote access solution implementation and support: VPN
• Document all Service activity and system maintenance documentation in CA Cloud Service Manager
• Work with other Service Delivery teams to ensure requests are routed to the proper resource to be resolved quickly and efficiently
• Extensive application support experience and knowledge with Microsoft’s entire suite of products, including Outlook/Exchange
• Exceptional knowledge of Microsoft Office Suite
• Strong knowledge of CA Service Desk Cloud Manager ticketing system
• Excellent oral and written communication skills, with proven ability to effectively interact with all levels of the organization
• “Always” customer focused for all service delivery activities
• Flexible and adaptable with the ease in enhancing existing skills, yet learning “new” skills
• Ability to maintain you cool in a stressful environment
• Associates Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience
• Must possess appropriate current DoD Information Assurance (IA) Certification to be considered for employment; either CompTIA A+, CompTIA Network+, CompTIA Security+ CE, Systems Security Certified Practitioner (SSCP), OR CCNA-Security. CompTIA Security+ CE is the preferred certification. If the candidate doesn’t possess the appropriate DoD IA Certification, the candidate would be required to attain certification within six months of start date
• Due to the sensitive nature of the mission for this government client, all candidates must hold or be able to attain a TS/SCI and be willing to take and pass a Counter Intelligence Polygraph if requested
• ITIL Foundation v3 and ITIL Service Operations Certified strongly desired
• Proven experience with ISP/ASP/customer service delivery environments
• Knowledge of our IC customer's Agency Unique Environment, C2S, IC Gov Cloud and Amazon Web Services
• Knowledge of our IC customer's Enterprise Shared Service Model

Integrated Service Desk Technician Resume Examples & Samples

• As part of your role/function on the program, you will be granted privileged user access. Privileged Users are subject to greater scrutiny as a direct result of the elevated network privileges granted to them. Being entrusted with these critical duties, you will be subject to additional IT system monitoring, and supervisory evaluation to ensure continuous adherence to Privileged User processes and procedures. Privileged Users are subject to a zero tolerance policy for security violations
• Possession of strong analytic, verbal, and written communication skills
• Exceptional interpersonal skills and the ability to multi-task and operate in a fast paced and challenging environment
• Proven experience with ITIL Foundations and practices
• Proven experience with ISP/ASP/Customer service delivery environments
• Knowledge of our IC Customer's Agency Unique Environment, C2S, IC Gov Cloud and Amazon Web Services
• Knowledge of IC ITE future architecture and services (hosting, networks, desktops, CM Domain, security)
• Knowledge of our IC Customer's Enterprise Shared Service Model
• 3-5 years of directly related experience supporting service desk operations
• Provide excellent customer service using active listening and communication skills
• Provide first and second level technical support, which includes centralized incident and request handling for customers with a focus on first call resolution; use best practice for incident management including detailed ticket documentation, and application of analytical skills to identify root cause and quickly determine the resolution
• Diagnose, triage, and escalate incidents and requests to appropriate tier 3 and tier 4 assignee and/or team. Respond to incidents, requests for service, and questions within required response times
• Troubleshoot and repair hardware and software issues on multiple operating systems
• Provide on-site and remote technical support using tools for standard configurations of workstations, laptops, operating systems, software, hardware, printers, and peripherals
• Assist in system upgrades and maintenance, including, but not limited to, add and/or remove memory, hard drives, video cards and power supplies
• Responsible for configuring, provisioning and supporting various mobile devices and mobile device platforms
• Work to develop an understanding of standard issues and assist in the creation and maintenance of technical documentation and processes
• Deploy software and system images for multiple OS and hardware standards
• Follow Heartland company policies, procedures and standards, as aligned
• Performs other responsibilities associated with this position as may be appropriate and assigned
• Follow personnel and department policies and procedures as outlined in the Employee Handbook and coordinate issues as needed through the Human Resources department
• 2 years practical experience in an IT Support role or combination of work experience and education
• Proven team player with outstanding interpersonal and communication (written & oral) skills
• Experience working with multiple operating systems and hardware platforms, including, but not limited to PC and MAC
• Ability to manage multiple issues at one time with exceptional follow through
• Exhibits an energetic attitude that promotes teamwork, integrity, and results
• An aptitude for identifying, analyzing, and resolving common technical issues, questions and problems that occur in workstations, mobile devices, operating systems, software, hardware, and peripherals
• Written and oral communication skills appropriate for the position, including the ability to speak well in basic professional situations (may include communication via telephone or in person)
• Handling end user calls, chat, email, Web Tickets
• Troubleshooting experience using remote control tools
• Trouble shooting skills and experience in handling Exchange(Outlook)/Lotus Notes environment

Temporary Service Desk Technician Resume Examples & Samples

• Provide the highest level of customer service in all interactions
• Answer support calls and emails as requested
• Create accurate and properly formatted tickets for all work that is performed
• Frequently update tickets to make sure the most current information is documented
• Perform basic computer hardware and software installations, configurations, and virus removals
• Recognize and refer escalated matters to appropriate Tier 2/3 staff
• Create and maintain documentation for internal tasks and procedures
• Maintain a customer-centric environment
• Minimum of 1 year experience working in a helpdesk, call center or other customer service environment
• Ability to analyze and troubleshoot computer systems, software, and peripherals
• Excellent interpersonal, communication and analytical skills
• Personally accountable
• Ability to communicate well and comprehend English
• Ability to maintain and exercise patience and professionalism during stressful situations
• Ability to handle change
• Participate in on-call rotation and occasional after hours support
• Experience with Cherwell Service Management
• 2+ years of experience configuring, installing, troubleshooting and repairing printers, PC and laptops
• Associate's Degree in a related field
• Strong amount of technical knowledge of Windows XP, Windows 7, Microsoft Office 2003/2007 products, Market Data Applications (ex. Bloomberg) and telephony environments
• Bachelor's Degree in a related field
• 95% Remote phone support
• 5% Hands-on and face to face support
• Strong knowledge of Microsoft Windows 7
• Strong knowledge of Microsoft Office 2010 & 2013
• Experience with Microsoft Active Directory, administration, creation of user accounts and Internet email
• Experience documenting work in a help desk ticketing system
• Must demonstrate excellent organization, prioritization, follow-up and time management skills
• Teamwork skills, Customer service orientation, Communication (oral/written) and interpersonal skills
• A+ Certification is a huge plus **

Information Technology Specialist Service Desk Technician Resume Examples & Samples

• Three (3) or more years (full-time equivalency) of experience in the following
• Three (3) or more years of experience in an organization serving 100 or more customers using an electronic ticketing system for trouble tickets, work orders, change requests and service requests
• ITIL Training or Awareness. (Information Technology Infrastructure Library)
• A ‘Customer First’ service ethos
• Ability to communicate effectively with colleagues and customers
• Maintain and foster respect for colleagues and customers, including during differences of opinion
• A logical and analytical approach to problem solving
• Demonstrate and encourage team work whenever appropriate
• Pursuit of excellence in own work and from team
• Ability to work on your own or as part of a team
• Provides first line user support to including
• Performs Installs, Moves and Changes of IP Phone hardware
• Assists with the inventory documentation of workstations, servers, hubs, routers, networked printers and network cabling infrastructure
• Set-ups and maintains user accounts for software, data access, and drive space utilization
• Completes, passes and maintains an up to date status for all positional and company required compliance and regulatory courses by assigned due date(s)
• Participates in special projects and assignments and performs other duties as assigned
• Associates degree in Computer Sciences or Technology; or a minimum of 2-4 years related experience and/or training in Help Desk support; or equivalent combination of education and experience
• Expertise with all banking software applications and strong knowledge of Microsoft Windows operating system & Microsoft Word, Power Point, Excel and Outlook
• Ability to read and listen, understand and communicate information and ideas in a clear and understandable manner, both orally and in writing with senior executives, business unit management and staff, state and federal regulators and officials and significant business partners
• Strong ability to read, effectively researches, analyzes and evaluates information to make decisions, solve problems and achieve goals
• This position requires keeping complete confidentiality of all customer transactions and information
• Certifications and Licenses: None

Service Desk Technician, Tier Resume Examples & Samples

• Works with peers and management to resolve technical issues
• Must have understanding with respect to monitoring, managing and maintaining local and remote customer applications and services
• Must have working knowledge of network and systems administration, and recommended troubleshooting techniques
• Ability to quickly and efficiently address customer needs by providing solutions to customer issues, or escalating to Escalation Team for prompt resolution. Excellent verbal and written communications skills with ability to build relationships at all levels of the organization
• Technical School, University, or College education in a Technology Concentration. (Experience may be substituted for education)
• 1-5 years experience working in a call center/ help-desk environment
• Experience supporting end users,and providing exceptional customer service
• Must be bilingual
• Experience with multiple ticket systems
• Strong communication skills in french and English MUST be bilingual
• Degree or diploma in computer science is an asset
• Enhanced reliability and/or secret clearance needed
• 1) 1 or more years of experience with IT troubleshooting (this can be from personal clients/own business)
• 2) Experience providing customer service at a high level
• 3) Associates/Bachelor's Degree in IT field or an industry recognized certification
• Demonstrate ability to effectively communicate by phone or in person
• Demonstrate ability to achieve successful outcomes in handling difficult situations and customers
• Demonstrate analytical and troubleshooting skills
• Demonstrate ability to work in the help desk environment
• Demonstrate ability to manage multiple priorities and follow through on projects to completion
• Windows 7 install and troubleshooting
• Network troubleshooting skills
• Network printer installation and configuration
• Fielding Service Desk calls and coordinating incident resolution
• Provisioning of user accounts
• Learning and becoming proficient with core technologies
• Troubleshooting general hardware and software issues
• Maintain detailed documentation of all actions and caller correspondence within support tickets
• Effectively prioritize and manage support tickets to ensure timely and accurate resolution
• Fulfilling Service Desk roles as instructed by Service Desk Manager
• Alerting Service Desk Manager to emerging trends in incidents
• Evaluating documented resolutions and contributing to the resolutions library
• Performing preventative maintenance when required
• Maintain communication with all levels of management, faculty and staff in a professional and courteous manner
• Completing other job duties as assigned
• Must be a quick learner
• Proficient in Microsoft-based environment
• Ability to communicate technical information in a user-friendly manner
• Excel at multi-tasking
• Knowledge of network technologies
• Ability to prioritize and complete assignments with a proper balance between quality and a commitment to deadlines
• Must have the ability to maintain confidential information
• May need to travel
• Able to work independently and support other team members
• Degree in Information Technology or a related area
• 1 to 3+ years working experience in a Microsoft-based environment
• Experience with ServiceNow a plus
• Vendor certificates
• 1-2 years providing technical support
• 1+ years troubleshooting Windows 7 OS
• Experience working with Active Directory, passwords, permissions, creating/deleting accounts

Technology Service Desk Technician Resume Examples & Samples

• Bachelor degree in Technology
• ITIL Foundation certification or equivalent experience
• Strong communication skills and ability to communicate to demanding customers
• Strong experience on Desktop Support within a busy, high volume of tickets and requests
• Ability to diagnose and troubleshooting technical computer problems and install hardware and software
• At least 4 years experience in a similar role
• Experience on create and maintain procedures and operational reports analysis
• Ability to technical staff training on procedures and new technologies
• Availability to occasional weekends/holidays work
• Ability to multi-task and work under pressure
• Fluent in Spanish and English
• Portuguese is a differential
• Minimum 4 years of Service Desk experience or computer support related
• Minimum 4 years PC and Mac support hardware and Mac OS X and Microsoft Windows and MS Office Suite troubleshooting skills
• Disciplined approach to troubleshooting computer related issues, including remote troubleshooting and have basic server, network and telecom troubleshooting skills
• Must have strong coaching and mentoring skills to lead by example, transfer knowledge and expertise
• Strong verbal, written communication and listening skills
• Must have strong customer service skills
• Processes phone calls and email requests from external customers and partner field techs regarding client's IT service needs, issues and inquiries
• Logs all incidents by providing high-quality customer service to our customers, both internal and external
• Assists customers with new device configuration and implementation via a pre-written script
• Troubleshoots IT related problems of application software, PC's, laptops, and printers per pre-scripted procedures
• Tracks ticket progress by contacting resources assigned to open tasks
• Log status updates and changes through ticket closure
• Arranges for the dispatch of field technicians where issues/problems require onsite service
• Knowledge of Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
• Knowledge of Apple iPads
• Experience with wireless network support, VPN, remote support
• Use of incident tracking and problem reporting tool
• Experience in hardware/software upgrades and troubleshooting
• Basic knowledge of Active Directory administration
• Ability to learn and support new applications
• Ability to read computer instructions / documentation and comprehend procedural directions
• Ability to install and configure new hardware including drivers, software, and peripherals
• Closely monitor ticket queue to provide quality assurance of tickets in progress. Responds to and resolves client inquiries concerning systems operation within established Service Level Agreements (SLA)
• Answer technical and how to use inquiries
• Document all end-user requests and interactions in ticketing system completing all steps as defined
• Provide technical account management for customers resolving issues and escalating when appropriate
• Provide fast response and maintain a high level of professionalism at all times
• Provides reports to management
• Track all open requests in the ticketing system and document all actions taken
• Diagnose, troubleshoot and resolve requests utilizing RDP, BigFix Remote Control, VPN Software, etc
• Build and maintain knowledge base and document procedures
• Document and manage Product Development issues to resolution
• Troubleshoot all inquiries regarding systems, hardware, software and operator problems
• Instruct users in the use of equipment, software, hardware and peripherals via telephone or email
• Assist with other duties or projects, as assigned
• Route or escalate requests to appropriate functional teams beyond Level 1
• Administrative (10%)
• Bachelor's degree (B. S.) from four-year college or university; three to five years related
• Experience and/or training; or equivalent combination of education and experience desired
• Knowledge of DNS, FTP, SMTP, TCP/IP, LDAP required
• Proficient with Windows XP,Win7 operating systems and Microsoft Office required
• Ability to balance priorities and work alone or a team equally well
• Ability to travel to office and data center locations for on-site support, as needed
• The ideal candidate would have formal Windows class-room training and certifications Microsoft technologies. The ability to perform Windows network administration tasks is critical to the position and a broad knowledge and understanding of the entire Windows work environment is required. Linux certification is a plus. A significant requirement for this position is a working knowledge of Linux network fundamentals and requires a minimum of 5 years of service desk operations with proven experience in Windows technologies
• Basic understanding of IT enterprise infrastructure such as networks, systems, telephony and storage and the interrelationships between the components
• Perform deskside installation and provide remote support
• Available to work on a 24/5 schedule ,but mainly at night
• Meticulously
• Ensure employees understand their contribution to program objectives
• Ability to multi-task and prioritize and manage time effectively
• Report to Service Desk Senior on any issue that could significantly impact the mission of the Service Order Reception Center
• At least 1-3 years customer service or related experience
• Experience of working in a Service Desk or Customer Service environment
• Must have a good command of the English language in order to provide effective phone, desk-side and email support
• Demonstrate ability to deal with all employees and external customers while conveying a positive service oriented attitude
• Intermediate proficiency in Word, Excel, and Outlook applications
• High-level organizational and planning skills to efficiently and accurately manage workflow

Apprentice Service Desk Technician Resume Examples & Samples

• To receive all customer calls via the Telephone Call Management System or queries via e-email
• To assess the scale and impact of each problem, escalating serious or urgent problems as appropriate; prioritise and progress chase problems through to final resolution
• To diagnose the cause and resolve the majority of customer problems as the first level fix technician, then allocate unresolved problems or those which require visits, to the Desktop Support team, the external hardware maintenance company or to other ITS teams, as necessary
• Assist in setting up and controlling accesses to various systems; including new starters and leavers: manage the process of advising forgotten/revealing passwords in special circumstances, ensuring strict adherence to security procedures
• Assist IT Solutions support staff in problem resolution, visiting customer sites if required
• Liaise with colleagues, contractors, customers, technicians and suppliers as needed to manage problems and escalate issues
• Have a good knowledge and understanding of Computing
• Interpersonal skills, in particular possessing an excellent calm and patient manner
• The ability to deal confidently and effectively with customers, colleagues, contractors and suppliers
• The ability to communicate technical issues/conveying information clearly at all levels; in an appropriate manner
• Knowledge and understanding of the principles of customer care,
• Analytical and creative approach to problem solving; problem solving skills
• General administrative and written skills
• To share skills and contribute to the team to achieve aims and objectives
• Strong communication skills - must clearly communicate technical issues with customers and management
• Specific Skill Set needed: Windows 7, Apple - OS X Operating System; Dell Desktops, Asus Laptops and all Blackberry Hand held devices; Apple Desktops, Apple laptops and all iPhone and iPad devices; MiFi devices; Active Directory Administration / Users and Computers; Microsoft Office 2010; Symantec Ghost
• Solid experience with desktop operating systems
• Skilled in troubleshooting in fast paced environment
• Must be able to think quickly and outside the box
• Develops customer relationships by communicating effectively
• Plans work in advance by thinking though actions necessary to complete tasks though to deadline
• Must be capable of obtaining and maintaining a Top Secret/SCI Clearance
• Additional specific certifications may be required
• The work is typically performed in an office environment, which requires normal safety precautions; work may require some physical effort in the handling of light materials, boxes or equipment

Associate Service Desk Technician Resume Examples & Samples

• Provide telephone support/triage to the internal customer and external client
• Investigate and resolve soft/hardware incident and service requests using remote diagnostic tools
• Record hardware inventory transactions; asset management including updating, retrieving, deploying and securing equipment
• Partner with Service Desk Technicians to determine escalation path and see through completion owning the incident/request
• Provide effective communication of ongoing activity related to service requirements and incidents
• May assist with installs, moves and changes (IMAC); and
• Effectively manages work, understands and meets SLA requirements (personal and team’s work queue) through the utilization of a ticketing process
• High school diploma required or equivalent experience; and
• Associate’s degree in IT, technical field preferred or equivalent experience
• Strong communication and documentation skills; and enjoys working in a team environment
• Minimum of 3 years’ experience in technical support with strong knowledge and experience troubleshooting various system and network issues including desktop/laptop hardware, Windows 7, Exchange, telephony, home networking equipment, applications, and other end-user associated technologies; understand networking fundamentals
• Strong communication, analytical and problem solving skills. Strong interpersonal skills and ability to interact with customers, team members, and within various levels of management
• Ability to multi-task, nimbleness and highly functional within a team environment; and
• Some evenings and weekend work may be required
• To provide support for Windows and Apple Mac Operating Systems, MS Office Packages and Remote Access (ADSL , 3G and Dialup)
• To provide support for peripherals (external drives, modems, printers) and have a basic understanding of the TCP/IP networking protocol
• To communicate effectively with relevant Stakeholders including team members and Management
• To display a high sense of customer centricity and be team driven
• To configure peripheral equipment (e.g. printers, scanners, PDA all data enabled devices)
• To install, configure and trouble shoot all In-house Applications
• To troubleshoot software and hardware related problems
• To assume ownership of assigned calls
• Work to varied operating hours and perform standby duties
• Technical trouble shooting & diagnosis experience
• Communication and listening skills
• ITIL framework and Service Desk Technologies
• Follow instructions and work according to deadlines
• Be proactive and take initiative
• Communicate effectively (oral and written)
• Demonstrate a good understanding of own area of specialisation
• Work both independently and cooperatively with others
• Be analytical and problem solve
• Give attention to detail
• 2 to 3 Years within an IT Desktop Support environment
• AppleMac Certification, MCSE/A+, MCDST or relevant IT diploma
• Troubleshoots desktop, application, and network issues for user community at desk side
• Creates solutions for Service Desk Knowledge Base as a way to increase efficiencies
• Supports remote users by traveling onsite if required to provide technical support
• Provides desk side support during program operations
• Network Administration
• Monitors ticket input into the Service Desk application and escalates as needed
• Troubleshoots user input to correctly route tickets to their appropriate destination
• Follows up with users and or technicians on aging tickets in queue
• Provides phone coverage during hour of operations
• First point of contact for all information technology issues within Texas Capital Bank
• Responds to telephone calls and email from TCB employees for IT support
• Follow prescribed guidelines and procedures and seek guidance from technical lead as appropriate
• Bachelor’s/Associates Degree or equivalent experience
• Must be flexible for extended hours and/ or shift work
• Ability and willingness to work overtime
• Strong analytical aptitude and problem solving skills in a technical environment
• Multi-task across several ongoing tasks of varying priorities as required
• Ability to make good judgments, negotiate, problem solve and decision making skills
• Must be able to minimize downtime by rapidly diagnosing and resolving problems
• Be able to track and document information regarding troubleshooting techniques
• Maintain a high level of teamwork and communication
• Proficiency with Windows 7 and Windows 8 troubleshooting
• Proficiency with Office 2010 troubleshooting
• Proficiency with VPN troubleshooting
• Act as technical expert in assisting users in troubleshooting issues and resolving problems with computers, data and equipment
• Research and resolve complaints and problems in a timely
• Provide IT support to external users via phone and remote assistance tools
• Provide live (in-person) IT support to Internal Atkore users
• Assist visitors with obtaining Internet access at Atkore facilities
• Enter and update service desk tickets daily on behalf of users as necessary
• Resolve routine questions and problems on an everyday basis
• Serve as first point of contact for all Information Technology issues
• Reset passwords and unlock accounts in Active Directory and AS400
• Move and install computer equipment at local facilities
• Assist with the administration of computer systems as necessary
• Document Service desk related solutions into problem solving standard work documentation for other technicians
• Monitor the AS400 system and all jobs during work shift
• Configure, install and upgrade network connections, operating systems, software, and equipment
• Troubleshoot problems with computer systems, including hardware and software, e-mail, network and peripheral equipment and makes repairs and corrections as required
• Maintain accurate records and prepare reports for all installed Atkore PC’s
• Assist systems programmers in isolating and resolving network problems
• Perform repetitive motions such as bending and twisting
• Stay current with newest technology to provide creative and efficient solutions
• Assist users with troubleshooting of Atkore cell phones
• Provide high level of Customer Service in resolving customer issues and/or requests
• Assist in software releases and roll-outs and communication to the end users
• Field incoming requests to the Service Desk via all resources (telephone, chat, self-service and e-mail) to ensure courteous, timely and effective resolution of end user needs
• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue in ticket system
• Perform timely escalations and communications in accordance with procedures
• Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician
• Install anti-virus software and ensure virus definitions are up-to-date
• Develop help sheets and FAQ lists for end users
• Meet SLAs to manage end-user expectations
• Supports, develops and documents new and existing processes, procedures and solutions to meet business needs
• Participate in the implementation and maintenance of best-practice standards, policies, procedures, and associated training plans to ensure optimal daily operations are maintained
• Establish/maintain lines of communication with stakeholders with a view to keeping all parties informed of incidents, problems, and resolution
• Identify opportunities to improve global standardization and organizational efficiencies
• Contribute to the development of overall strategy, tactics, planning and execution of initiatives to support IT services
• Document work, including project post mortem documentaiton and metric collection
• Maintain technical documentiaton and process topology to ensure alignment between the business strategies and the technology roadmap
• 40-hour on-site work week
• Ability to support hours of operation 7:00 a.m. – 8:00 p.m
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components
• Lifting and transporting of moderately heavy objects, such as computers and peripherals
• Experience working with a team in an offshore or outsourced service delivery model
• Firm understanding of Active Directory operations
• Understanding of basic TCP/IP networking
• Strong statistical analytical and problem solving skills with high attention to detail and accuracy
• Solid understanding of operating systems like Windows XP, Windows 7, 2003, 2008
• Ability to conduct research into a wide range of computing issues as required
• Demonstrated willingness to expand knowledge and skills in area of assigned responsibility
• Knowledge of technologies commonly utilized in a manufacturing environment
• Ability to build relationships and willingness to communicate with customer groups
• Knowledge of infrastructure support principles
• Demonstrated ability to comprehend strategy, vision and direction and to embrace and facilitate change
• Results-driven, self-starter with the ability to manage multiple tasks concurrently
• Exhibits accountability and accepts responsibility and consequences for work performance and conduct
• Sets priorities, overcomes obstacles and opposition and uses organizational skills to get things done in a timely manner
• A demonstrated customer service orientation
• Proven teamwork skills and the ability to communicate with colleagues, customers and various levels within the organization
• Intellectual curiosity supported by strong listening skills
• Provide technical support through intake of incoming phone calls / portal ticket submissions / email
• Provide server and network administration support for Managed Service customers. As well as assistance in troubleshooting networking events within the core Data Centre network
• Offer Billable Managed Systems Expertise to non-managed clients
• Second Tier of support for complex product line (Managed backup solutions, Managed firewalls, Managed Systems Administration, Cloud)
• Intake client requests and properly log/categorize. Understand business impact, level of criticality and respond accordingly
• Triage client requests to appropriate teams and work closely with internal/external vendors/partners to resolve issues
• Provide timely customer updates in accordance with Product Service Level objectives
• Log detailed and concise case notes during all client and case interactions
• Follow prescribed policies and procedures
• Diffuse difficult customer situations and promptly escalate and involve appropriate levels of management where needed
• Assist with creation and maintenance of training documentation, knowledgebase articles and process documents
• Assist with the onboarding and training of new hires and recursive training for existing staff
• Mentor / Coach Service Desk Analyst I team
• Perform server and network monitoring and alerting to customers via various event management systems
• Trend incoming volume and respond accordingly to mitigate impact to the support teams
• Monitor / Respond / Resolve issues related to Managed Cloud backup services
• Occasionally may be required to work within the Data Centre facility
• Understand, follow and police Data Centre Security procedures
• Attend test and turn-up calls when services are being provisioned
• Perform audit functions on client configurations, managed firewall configuration, network diagrams, technical service records and lead projects to correct any issues found
• Identify operational enhancements and assist in the implementation of solutions
• Facilitate group training sessions to existing staff
• Networking certifications/education which would be considered an asset: CCNA, Fortinet, Sophos, Network +
• Server & Cloud certifications/education which would be considered an asset: Openstack, VMware, Vsphere, Vcloud Director, Microsoft MCPs, RHCE, IT/PC Skills, SQL, Exchange
• Knowledge of Webhosting services, html, php, coldfusion, web analytics
• Knowledge of DNS record maintenance, domain registration
• Understanding of Server Colocation, IAAS, PAAS, SAAS, Private & Public cloud solutions
• Network troubleshooting, IP subnetting, Network topologies, ability to work with command line interface, troubleshooting principles for various connection mediums (DSL/T1/Fiber/PVLANs/VPNs/Ethernet of Cable)
• Firewall Configurations including the setup of ACL’s, site site VPNs, UTM configurations for Fortigate, Cisco, Astaro
• Functional Knowledge of cloud backup solutions (commvault, DPM)
• Ability to qualify and perform basic initial troubleshooting of server level monitoring alerts (high CPU, Disk or memory utilization, service availability, etc.)
• OS and application patching (windows, Linux, SQL, MySQL, Tomcat, Exchange)
• 2) Familiarity with various troubleshooting tools and ticketing systems. Candidates must have excellent ticketing/documentation skills (Manage Engine's Service Desk Pro ticketing system)
• Provides service for team members to solve technical business service requests and issues
• Participate in support team meetings as necessary
• Dispatch 3rd Party service providers for handling on-site support tasks
• Assist in training of Team Members in utilization of systems and tools
• Continual education about dealership operations and computer systems in general
• Self-motivated IT professional with 2 years in a Helpdesk environment including experience with remote hardware and software support
• Familiarity with a variety of troubleshooting tools techniques and ticketing systems
• Knowledge of Active Directory a plus
• Perform operational activities, including system save and restore, AS400 IPL, server reboot, offsite tape storage and report generation and distribution
• Monitor AS400 processes, backups and alerting software, including Nagios, Robot, MIMIX, QMessage Monitor and QSYSOPR
• Escalate issues to other IT resolver teams, perform shift turnover duties and data center inspections, and work with AS400 print jobs. Contact vendors as needed
• Create incident tickets to document issues and route them to appropriate support group for processing
• Provide Level 1 support and troubleshooting for desktop and laptop hardware / software issues
• Perform user account setup, security maintenance and systems monitoring
• Participate in disaster recovery and business continuity (DRBC) exercises
• Directly supports a large population of Windows and Macintosh clients in a network and desktop maintenance and troubleshooting capacity, including associated peripheral equipment
• Provides first level support to end users, ensuring that the issues are clearly understood before proposing or implementing solutions
• Logs all customer problem calls and e-mails, documents desk-side and remote support, and updates status information into the IT service ticketing system
• Updates asset status information in the IT asset tracking system to reflect issues and returns
• Clearly and courteously communicates with internal and limited external customers over the phone, electronically, and in person
• Actively encourages a collaborative team environment with others in the IT department. Partners with other IT teams to accomplish shared goals
• Analyzes, troubleshoots, and resolves advanced application and desktop operating system problems using established procedures, independent research, and personal experience within priority time frames
• Is able to gather information and articulate in a ticket issues and requests related to business enterprise systems like Oracle. Can provide some basic assistance in this area
• Provides advanced support for warehouse automation hardware, including RF Scanner Guns and specialized printing devices, when working in a location supporting warehouse operations
• Cables equipment, handles computer repair tools, and utilizes diagnostics tools as required to troubleshooting and repair equipment
• Reconfigures loaner and permanent issue laptop computers as required prior to issue
• Provides on-the-job instructions, mentoring and guidance to less-experienced Service Desk Technicians and Interns
• Participates in an on-call support initiative whereby different technologists receive alerts on their mobile phone outside of regular operation hours to respond to critical situations
• Troubleshoots and resolves issues pertaining to mobile devices related to business applications and cloud-based services
• Implements and encourages others to consider innovative solutions to problems or changes to work processes with the goal of eliminating inefficiencies, improving quality, and reducing costs
• Demonstrates an understanding of how actions effect costs, and suggests reasonable cost saving measures
• Maintains a clear understanding of the IT Operating Model and ensures all defined processes and guidelines are followed including the Service Desk processes, SLA's, ticketing requirements, equipment and software provisioning policies. Suggests improvements in these processes, policies, and procedures
• Performs other IS required tasks in order to support Belkin future business growth and expansion of departments/units
• Performs at or above established IT Service Desk performance standards
• Fulfills responsibilities under ISO 9001 and 14001; understand and fully support IS0 system
• Maintains a safe and clean work environment
• Understands and follows company rules and regulations
• Performs all other duties as assigned and required
• 3 - 6 years of technical experience in a high paced IT Service Desk environment
• BS or BA degree in computer science, business administration, or a related field is preferred
• Certified as a Microsoft MCP and as a CompTIA A+ Service Technician, or able to complete these certifications within one year
• CompTIA Network+ and/or Microsoft MCDST certification is a plus
• Knowledge at the expert level of current hardware/software, including personal computers and local area networks, TCP/IP, with particular proficiency in Windows 7/10, and Macintosh operating systems, and the Microsoft Office suite
• Proficient in installing and supporting all Microsoft Office applications; and familiar with other common business and productivity software
• Experience with Apple OSX and Macintosh computers, and related graphic design applications are a plus
• Able to clearly and correctly express complex technical concepts in English, both verbally and in writing
• Fulfills responsibilities under OHSAS 18001, understand and fully support OHSAS 18001 system
• Computer setup and maintenance, coordination of employee moves, configuration changes for desktop PCs
• Provide general troubleshooting and maintenance on computer hardware and software for Windows and Mac operating systems
• Support users with software applications such as Microsoft Office
• Supporting and maintaining user account information including rights, security and systems groups
• Log incidents and service request calls into ticketing system
• Provide high quality customer service and helpful attitude for all customers
• Responsible for assigned tickets, track to resolution and perform follow-up functions to ensure customer satisfaction
• Assist with hardware and software upgrades
• Train new employees to use desktop software and network resources
• Ensure all communication and escalation processes are followed
• Participate in special assignments and projects as requested by management
• Coordinate with other IT teams to seek and provide solutions
• Conduct other assignments which assist in carrying out the mission of the IT department
• Provide first line and second line helpdesk technical support
• Raise, allocate and complete helpdesk calls
• Operate the helpdesk call logging and IT asset management systems
• Undertake general support of desktops, printers, and peripherals
• Create and maintain user accounts, and maintain logs and account paperwork
• Control the transfer of software and data to and from site, in accordance with the system security policies
• Undertake office moves and installations, including telephones, computers, printers, communications, cabling and peripherals
• 3-5 years’ experience in similar role
• Possess a sound knowledge of hardware and desktop software
• Good working knowledge of MS Office products
• Skilled in problem identification, ownership and technical resolution
• Ability to work independently and as a part of a team
• Ability to operate under pressure
• Eligible for a Canadian Secret Security Clearance, ITAR and Controlled Goods
• Install and configure desktop hardware and software (imaging) in accordance with published policies
• Conduct front line problem determination using documented procedures and available tools
• Local Support and Service for desktop/laptop hardware, monitors, phones, peripherals, software (OS, Office, other)
• Provide excellent customer service, via phone and in person, concerning all aspects of technology provided by the IT department
• Record all customer contacts, questions, and problems in the ticketing system including impact and priority
• Perform asset management and Knowledge Base activities
• Active Directory, SharePoint, basic business application help via KB guidance
• Support to local printers at different sites, and installation and connection to Foundation network
• AV/VTC Experience or certifications
• Mobile device troubleshooting knowledge

International Service Desk Technician Italian Resume Examples & Samples

• Phone support knowledge
• Italian or spanish: very good
• French: very good
• English: good
• IT Support: good
• 5 years experience in an IT support role
• 1 year desk side support experience in a windows 10 environment
• 1 year experience with account access management tools

Global Service Desk Technician Resume Examples & Samples

• Is initial point of contact (phone/emails/webmail) for all customer inquiries
• Verifies all contacts against database to ensure that contact is authorized to open a trouble ticket
• Acknowledges all incoming email and web ticket inquiries within 15 minutes of receipt
• Provides superior customer service to all customers
• Effectively coordinates and communicates with other teams
• Adheres to customer-specific procedures and Service Level Agreements (SLA)
• Monitors all alarm conditions; follows escalation policies and procedures and SEVERITY Level processes
• Creates and maintains written procedures
• Completes shift turnover at the onset and end of each shift
• Is competent with hardware configuration and support including server builds, rack and stacking, equipment and LAN cabling including cross connects
• Works directly with vendors as appropriate to fulfill requests and address issues
• Monitors all sites utilizing on-line tools and systems such as Solar winds and CA Nimsoft
• Understands facility infrastructure specifically to the electrical and mechanical systems used in a data center environments including: Generators, UPS systems, ATS/STS units, PDU units, Chillers, air handling units, CRAC units
• Checks Data Center critical areas as defined and reports issues found
• Responds to all Data Center alarms per policies and procedures
• Performs daily remote hands including tape swaps, DNS changes, Active Directory account creation and password resets, RFCs and other customer requests
• Generates customer reports
• 1-2 year of Hands on Server or Network device configuration and management
• Strong customer service skills, technical aptitude and attention to detail
• Ability to communicate clearly in both verbal and written form
• Ability to understand company Severity Levels and adhere to associated escalation process and procedures
• Basic ability to identify, diagnose, escalate and/or resolve moderate technical issues pertaining to network and server communications
• Experience with HP ProLiant servers, VMware virtual platforms, Windows 2008/2012 server, RedHat Enterprise Server, Cisco ASA, and Cisco switching products
• Knowledge of CommVault, Veeam backup products
• High level knowledge of monitoring tools and ticket management systems
• General experience and knowledge of data center/ server room configurations preferred
• Provide first level Service Desk support for a variety of technology incidents and service requests that are generated via phone, voicemail, email, instant message, self-service, and social-media
• High School Diploma or equivalent
• 2 years work experience in the following
• Ability to work under direct supervision
• Ability to manage multiple issues at once
• Must be willing to respond to on-call pager system after hours for support emergencies
• Lift up to 50 lbs, with or without assistance, on occasion
• Lift up to 20 lbs, unassisted on a regular basis
• Certified Support Center analyst (HDI)
• Provide first level technical &application support for UniFirst Team Partners
• The ability to effectively work with Team Partners to identify, diagnose and resolve level one problems for UniFirst IT software, hardware and network issues via telephone support recording through a Service Desk application (iET Enterprise Work center)
• Troubleshoot Company issued network printers, desktops, laptops, and mobile device issues at level 1 support
• Office 365 Support
• User Security add, change and delete for all systems (AS/400, Windows Active Directory and Lotus Notes)
• Assist in creating materials for FAQs, and Service Desk Support Manual
• Strong focus on customer satisfaction
• Ability to multi-task and set priorities
• Able to instruct users effectively & resolve issues over the phone
• Able to sit for a prolonged period of time in front of a computer
• Takes initiative to identify potential trends and report on them
• Willing to work variable shifts & overtime. Reliable and Flexible

IT Helpdesk / Service Desk Technician, Based Resume Examples & Samples

• Analyze data points from monitoring tools and reporting systems to determine the root cause of a problem and perform the necessary functions to resolve the problem
• Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and client applications
• Maintain a working knowledge of Service Desk and IT Operations procedures related to client services
• Provide assistance in the areas of site support, and project specific assignments. Provide training as needed to end-users
• Outlook Issues
• Must also have great customer service skills
• Triages escalated and Tier 2 requests & incidents and attempts to resolve on first contact before referral to Tier 3 support; assists with deployment of hardware and software at the customer’s work area and troubleshoots issues impacting productivity
• Administers support with the highest ethical and customer service standards and ensures security polices are adhered to at all times; advocates & educates the customers on security policies and IT standards when necessary
• Maintains the team and their own open ticket queue and provides regular status to the customer on progress until resolution is reached. Ensures tickets are well-documented with updates and resolution information
• Assists Tier 1 technicians with various administrative responsibilities, including identifying and documenting any ServiceDesk+ Solution articles required to provide consistent first contact resolution
• Provides new-hire training and support to incoming Associate Service Desk Technician team members. Assumes role of “mentor” through their first 90 days
• Works with Project Managers, IT Leadership, and the business on various projects, representing the Service Management Team
• Maintain interface between customers and Global Systems (GS) ·
• Set expectation to customers in relation to incident resolution
• Provide customers with technical frontline fixes aiming to exceed the GS Service Desk frontline fix target
• Ensure all customer queries / requests are recorded accurately and assigned to the relevant workgroup within the Service Management Tool
• Comply with GS Service Desk processes and IT policies ·
• Be responsible for the request life cycle from initial logging through closure · Liaise with the GS Service Desk Lead regarding potential process improvements, problems or difficult situations
• Comply with team metrics and set goals
• Any Bachelor’s degree
• At least 2 years in an IT course with relevant experience in a Helpdesk/Service Desk analyst role
• At least 1 year in Helpdesk / Service Desk analyst role
• At least 2 years in a Helpdesk / Service Desk analyst role in a Shared Service environment
• Analytical thinker

It-l Service Desk Technician Resume Examples & Samples

• Respond to user requests/inquiries for desktop support and other helpdesk functions
• Deliver efficient, customer focused IT support services
• Use troubleshooting skills to accurately identify technical problems across multiple applications in a complex network environment
• Assist other technical support specialist to identify significant network issues or other problems
• Install and maintain desktop applications
• Regular attendance is expected based on schedule and business needs, the schedule for this position requires availability between the hours of 7:00 AM- 7:00 PM Monday-Friday, with the rare weekend work
• Ability to communicate effectively and respectfully to all associates and all internal/external resources
• Must be able to work inclusively, but also be able to work independently and without excessive supervision
• 1-3 Years IT experience in a customer focused environment (required)
• Adaptable and intellectual agility to thrive in a demanding, fast moving and customer focused environment (required)
• Prior customer service, retail or hospitality experience preferred
• Provide first level troubleshooting skills to resolve general internal Penske system support issues with Penske's corporate office and field location users via telephone and remote communication tools
• Work on special projects and laptop software configuration
• Log all support calls into the call tracking system
• Work with programming staff to communicate software issues
• Follow-up with callers to ensure customer satisfaction
• Other projects and tasks as assigned by supervisor
• At least 2 years of prior customer service experience (technical or non-technical) required
• Prior Service Desk and Project Management experience preferred
• Vocational/Technical or certification required
• A+ Technical Certifications preferred
• In-depth knowledge of Windows 7, Internet Explorer, Outlook 2010 and MS office required
• Knowledge of and ability to troubleshoot Printers in a Windows environment required
• Basic understanding of AS/400 communication and connectivity required
• Working knowledge of wireless technology and mobile environment required
• Evaluate, prioritize and provide technical support for incoming requests made via telephone and e-mail from users
• Create, update, follow-up, and close out help desk tickets in a timely manner
• Troubleshoot and resolve 1st level service desk calls as quickly and efficiently as possible
• Escalate calls when appropriate and follow up to ensure resolution
• Place orders for hardware and software, as needed
• Identify, test, and recommend new technology and business practices for implementation
• Analyze and evaluate incident reports and make recommendations to reduce service desk incident rate
• Utilize the network monitoring tool to track network performance and inform the appropriate team if a problem is developing
• Identify and document user procedures needed to minimize or eliminate related service desk requests
• Assist in updating and maintaining current documentation used by IT staff for troubleshooting (i.e. supported site info, software installation procedures, procedures for opening trouble tickets with varying vendors, etc.)
• Maintain equipment inventory records and computer lease refresh cycles
• Install computer hardware, software and related equipment
• Maintain virus and malware definitions updates on PC’s
• Ensure all equipment which is under a maintenance agreement is renewed accordingly
• Associates Degree in Computer Science, or equivalent, preferred
• A minimum of two years’ experience supporting a service desk
• Technical knowledge and troubleshooting experience with PC hardware, operating systems, application software, LAN/WANs and e-mail, required
• Intermediate skill level with MS Excel, MS Access, MS PowerPoint and MS Word
• Excellent customer service skills for communications and user training
• High degree of patience and perseverance with users and user problems
• Detail oriented and ability to follow and guide various projects simultaneously through to completion
• Excellent writing skills for recording information and communicating with all levels of users
• Energetic and motivated to challenge the status quo
• Ability to identify customers’ needs and offer appropriate solutions
• Outstanding customer service skills and strong IT troubleshooting knowledge
• Ability to maintain confidential information
• Ability to travel if needed
• Ability to work independently and support other team members
• Understanding of ITIL processes

MAC IT Global Service Desk Technician Resume Examples & Samples

• Must have experience with MAC
• Degree (Bachelors of Arts (BA) or Bachelors of Science (BS) preferred
• ITIL Foundation Certification preferred
• Serves as 1st tier level (phone) technical support for Service Desk issues. Respond to customer requests for computer, software and hardware technical assistance
• Research solutions and resolve user problems or recommend technical solutions
• Monitor tickets and maintain database and logs of Service Desk calls, status and work performed
• Ensure problems are solved to the users’ satisfaction or escalate unresolved issues to the next level for further investigation
• Respond to incident/request messages for customers seeking technical assistance
• Ask customers questions to determine nature of issue
• Walk customers through problem-solving process
• Assist in the creation of knowledgebase and SOP articles. Create and maintain user procedures, guidelines and documentation
• Runs diagnostic programs, isolates issues, determines and implements solution
• Assist with IT deployments, moves, projects (as needed)
• Troubleshoot and resolve basic network technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
• Train users on new processes and functions
• On Call Support on a rotational basis nights and weekends
• Strong understanding of IT systems and technologies including Windows environments
• Must have strong proficiency with computers, peripherals and applications, including but not limited to Windows, Active Directory, Microsoft Office, Desktops, Laptops and Printers
• Must be proficient with ITILv3 based ticketing systems such as LANDesk, ServiceNow, and Remedy
• Strong verbal and written communication skills, Must have the ability to communicate effectively to executives and end users in none technical terms
• Detail oriented and strong organizational and multi-tasking skills
• Ability to work with sensitive or confidential information and experience with encryption
• Ability to meet deadlines and work well under pressure
• Ability to work in a team environment as well as independently and be self-driven
• Proactive, Critical thinking, problem solving, judgment and decision making
• At least 2 yrs experience supporting Windows operating system computing environment
• Previous experience in a help desk environment desired
• Must be able to work independently and self-directed, as well as, within a team
• Successful candidates will be comfortable operating in a fast paced and changing environment
• Successful candidate should be flexible and able to complete projects outside their normal daily duties as needed
• Occasional weekend and non-business hour support may be required

IT Global Service Desk Technician Resume Examples & Samples

• Knowledge of/experience with the following
• MS Windows 7, 8 and Windows 10 computing environment
• MS Office 2010/2013/2016/Office365
• Internet Explorer 11.0
• Cisco Any Connect VPN (Virtual Private Network)
• Windows 7 OS Hardware/Software Troubleshooting
• Active Directory - PW Resets and Adding/Deleting Users
• Network/Internet Connectivity
• Technologies include standard desktop/laptop PC's, operating system, productivity software, connectivity tools, support tools, and related utilities used by our clients
• Strong technical skills for common PC operating system, MS Office, networking/connectivity, and related technologies
• General knowledge of PC and related technologies used by our clients and business
• Hardware Break/Fix, Software Installations, Active Directory (PW Resets)
• Knowledge of/experience with MS Windows 7, 8 and Windows 10 computing environment, MS Office 2010/2013, MS Outlook, SharePoint, Internet Explorer 11.0, Cisco Any Connect VPN (Virtual Private Network) and Mobile devices
• Knowledge of Macs would be an advantage
• Passion for providing excellent customer service
• Ability to work in a fast-pace environment; ability to multi-task, change direction, effectively prioritize, and meet deadlines
• Interest in being part of a team, and ability to work effectively with both local and remote staff, teammates and managers
• Able to work non-standard hours for periods of time as needed and participate in rotating weekend On-Call
• Able to travel to domestic and international sites one to three times during a year, normally for periods of one week or less
• Able to lift, carry and bend as required to install common end user computing items including desktop PCs and monitors, desktop telephones, desktop printers, and power protection devices
• The front-line customer facing candidate communicates via telephone and/or email with customers to troubleshoot, resolve/escalate technical issues. Consistently demonstrate professional and superior customer service and interpersonal skills while identification, prioritization, resolution or escalation of issues within SLA guidelines
• Perform troubleshooting, resolution or escalation of email requests applications
• Responsible for ensuring critical support issues are escalated as appropriate with internal and external sources to meet or exceed agreed upon service level agreement guidelines
• Proactively create, improve Knowledge Management Articles and adopt best practices
• Maintain a conscious level of Situational Awareness to update peers, management and other Tiers
• Adhere to department standards, service level agreements and process and procedures
• Perform ad-hoc assignments not necessarily detailed in the job description
• Provide first line response for users requiring assistance with information technology issues and problems
• Track issues to resolution updating the internal knowledgebase and/or communicating lessons learned with relevant business units
• Knowledge of the ITIL methodology, Incident Management, Problem and Change Management processes
• Update daily status reports and shift turnover reports
• Act as a liaison between customers and technical escalation teams to provide a single view to the organization for information technology related problems

ITS Service Desk Technician OPS Resume Examples & Samples

• Providing support in a call center environment
• Providing timely and effective customer service and resolution at first contact
• Translating customer needs while ensuring accurate completion of all requests
• Providing general information and customer assistance
• Technical troubleshooting for the full Information Technology Services suite
• Directory Assistance
• Resetting passwords
• Account management and troubleshooting
• Performing other duties and special projects, as requested
• Must have at least one year of customer service experience
• Must possess excellent customer service and interpersonal skills
• Must have the ability to read and follow directions
• Must be self-motivated with a strong work ethic
• Must have the ability to communicate technical information to non-technical users
• Must have a basic understanding of computer hardware and software
• Must have experience using the Microsoft Office Suite

Help Desk, IT Service Desk Technician Resume Examples & Samples

• Provides desktop support for all desktop/laptop computers hardware, software, printers, and audio/video equipment
• Must have basic knowledge of computer hardware, software, and networking in order to evaluate the best methods of addressing issues
• Provides basic troubleshooting support for users and other IT staff
• Monitors IT’s service management ticketing system and responds to all requests for technical support
• Monitors and answers MRIGlobal’s Service Desk phone line and provides Tier 1 support over the phone
• Documents, tracks, and monitors Incidents/Problems to ensure a timely resolution and keeps users apprised of status of issues
• Communicates clearly and effectively with MRIGlobal staff and provides excellent customer service
• Solves problems related to hardware, software, and training in the use of workstations operations
• Assists, prioritizes Incident, Service Requests and assigns the tasks for escalation to Systems and/or Network Engineers
• Knowledge of IT Infrastructure Library (ITIL) and IT Service Management (ITSM)
• Associate’s Degree in a technology related field with 1-3 years of relevant experience
• Experience and/or certifications (Microsoft Technology Associate, ITIL, etc.) may be substituted for a degree
• CompTIA A+, Network+
• MCSA for Windows 7 or higher
• MCSA for Windows 2008 or higher
• Cisco Certified Network Associate (CCNA)
• 3-5 years of experience troubleshooting Windows Desktop and Server Operating Systems, business applications, printing systems, and network systems
• Diagnose, troubleshoot, and resolve issues including
• End user PC/Application
• Server connectivity and performance
• PC/server hardware
• Additional tasks may include
• Hands-on tasks with client and internal equipment
• Device installation, configuration, and turn-up
• Hardware component installation (RAM, HDD, Controller cards, etc.)
• Workstation and server recovery
• Responsible for providing a timely and professional response to all incoming support requests
• Maintain exceptional client communication by explaining complex problems to end users with limited technical understanding
• Ensure all requests are properly documented within our systems for tracking and reporting purposes
• Proper physical attire and professional presentation to clients required
• Triage all calls and incident requests submitted to the Service Center via Service Now and ShoreTel Contact Center
• Performs and oversees software/hardware installations and upgrades
• Manage wireless devices via MDM tool
• Remains current on new technology, research problem solving techniques and solutions
• Communicate with other departments to understand and meet their requirements
• Responds to ongoing needs via email, telephone and other forms and requests to problem solve in a timely manner
• Some Travel to field locations to support hardware, software and work on projects
• Minimum of 3 years of related work experience
• Minimum High School Diploma or Equivalent
• Possess and maintain a valid driver’s license to include a safe driving record satisfactory to the company
• Interpersonal communication skills are required in order to interface with all affected teams, personnel, and vendors
• Strong work ethic with demonstrated ability to effectively work with minimum supervision
• Solid computer skills to include Microsoft Office Software and Windows 10 OS
• Ability to work overtime, weekends, holidays, with the ability to respond to call outs as needed to fulfill business objective and the ability to work shifts for plant or field conditions
• Ability to lift, push, and pull at least a minimum of 50lbs
• Ability to work in changing climate conditions
• Able to work in close quarters: i.e., work while kneeling, squatting, sitting, climbing, and standing
• Follow and adhere to all applicable Personal Protective Equipment (PPE) guidelines (ex: eye protection, footwear, Nomex)
• Regular and Reliable Attendance
• Familiar with Sarbanes-Oxley Act (SOX)
• Microsoft SCCM (software push and imaging)
• Smartphone configuration and troubleshooting (iOS and Android)
• Service Now ticketing system
• Being involved in the day to day support of existing environments; monitoring alerts, responding to service tickets, preventative maintenance
• Processing customer calls by logging data into the database, solving repeatable calls, and dispatching calls to other technicians
• Processing customer requests for telecom moves, adds, and changes
• Taking calls that require desk side computer assistance. Working closely with customers to get equipment and software back to operational states
• Supporting internal IT based support systems. Can include, but not limited to ITSM, PPM, Orion. Support includes a basic understanding of the applications, ability to apply system upgrades and basic report writing
• Create tickets (incident and/or work orders) for Non-secured Internet Protocol Routing (NIPR) and Secret Internet Protocol Routing (SIPR) issues received via telephone, web portal, and/or e-mail and document tickets in detail through the Automated Information System (AIS) (Remedy). A Remedy Incident is an unplanned interruption to an IT Service or reduction in the quality of an IT service. A Remedy Work Order is a new service or capability request
• Provide monthly metrics for eTools End Devices and Cabinets
• Use Government provided remote-support software tools to access customer end devices to resolve/complete customer tickets
• Have the capability to properly support temporary surges of workload. Workload (calls & tickets) surges occur when a significant number of users across the enterprise are affected by an issue causing the Service Desk workload volume to significantly increase
• Respond to all Service Desk customer calls and tickets for IT support with the objective of resolving 75% or more of all calls/tickets on first contact. For customer tickets that are unable to be resolved/completed by the Service Desk, the Service Desk Technician shall immediately assign these tickets to the appropriate work center
• Participate in the development, administration, and maintenance of a knowledge database work management support tool by writing and verifying knowledge articles as required
• Document analysis, findings, and events as part of the ticket prior to escalation
• Consult with Communications Focal Point (CFP) technicians as needed to escalate Enterprise-wide issues. The Service Desk Technician shall analyze and determine affected area(s) and provide CFP with accurate information to ensure proactive notification of the affected user community
• Assist in maintaining the Service Desk on-line library that includes: checklists, technical manuals and guides, application software/hardware configurations. The Service Desk Technician shall provide recommendations to enhance efficiency and improve productivity
• Identify trends, create master tickets (currently Problem Management) for outages, and ensure the CFP has situational awareness
• Ensure detailed resolution is documented in the resolution field of the AIS. Detailed resolution consists of all information required to understand how the issue was resolved without having to follow-up for clarification
• Maintain certifications IAW DoD 8570.01-M Information Assurance Workforce Improvement Program
• Ability to troubleshoot network and server hardware, computers, software applications, telecommunication, and network communication issues
• Ability to write knowledge articles
• Familiarity with a help desk ticket system (Remedy)
• Provides first level support to end users for Windows and Macintosh clients in a network and desktop maintenance and troubleshooting capacity, including associated peripheral equipment
• Installs and configures a limited amount of new hardware and software. Helps to keep the local disk imaging solutions operational and updated with approved security and application updates
• Assists other technical teams in on-site tasks when local resources are not present
• Creates and maintains IT tickets when required using the corporate IT ticketing system. Ensuring adequate information of the request/issue is captured and other key ticket details such as category & severity are accurate
• Escalate and Assign tickets to other IT groups as necessary, ensuring prior research and efforts are documented in the ticket prior to reassignment
• Complete and close IT tickets assigned to the APAC Service Desk within the calculated SLA Date
• Participate in Asset Management processes of end user devices
• Regularly travel to our Shenzhen branch office or other China offices as required
• Three years of technical experience in I.T. service desk environment acquired from a global organization
• Bachelor Degree or Tertiary Education in Computer Science or Business Administration, or related field is preferred
• Certified as a Microsoft MCP and as a CompTIA A+ Service Technician. Microsoft MCSE certification is a plus
• Experience with Macintosh workstations and related graphic design applications are a plus
• Experience in wireless network operations and/or bar code technology is a plus
• Proficient in installing and supporting current versions of Microsoft Windows Operating Systems
• Fluency in both spoken and written English and Mandarin
• 5+ years’ experience providing Call Center and Tier support at Service Desk to technical and non-technical customers
• Experience performing in an operation center environment using collaboration and ITSM tools such as BMC Remedy, ServiceNow, known error databases, and knowledgebase
• Initial Support and Analysis for problem identification
• Analysis and assignment of trouble tickets
• Monitoring, tracking, and communicating resolution and recovery of incidents
• Providing status updates and progress towards resolution of assigned incidents and communicating with relevant parties on incident progress
• DHS Experience
• HDI Help Desk Manager Cert
• System Administration - IT Service Desk specialist provides 1st and 2nd line administration and support for computer systems, network/VoIP systems, applications, office server infrastructure and back-office systems
• Servers/Systems administration, including virtual environments
• A good understanding of basic hardware computer hardware installation/configuration and troubleshooting skills and knowledge
• Office 365, Skype for Business
• Minimum of 5 years relevant full time work experience, where having worked in an international environment would be a plus (with special emphasis on working with U.S. companies)
• Duties of the Help Desk Technician are to assist customers who are experiencing procedural or operating difficulty with the use of IT applications, products or services. Complex and/or high priority problems are elevated to specialized support groups for resolution when needed, but the Help Desk Technician is responsible to ensure that an effective solution is provided to the user
• Determines the most effective manner to resolve client's technical issue
• Records required customer and problem information in the BMC Remedy or similar Ticketing System
• Updates tickets with appropriate journal entries of activities, and closes tickets with resolution entered upon completion of the job
• 8570 Category Level / IAT Level = IAT Level II (GSEC, Security+ CE, SSCP or CCNA Security) or higher
• Final ROK-MND-Secret Security Clearance
• Completed Higher Education in ICT related area
• Foundation Certificate in ITIL Service Management
• Evidence of provision of clear, balanced advice and guidance in an ICT related area
• Experience of working in an IT Customer Service role
• Experience of Active Directory
• Experience with Active Directory and remote troubleshooting of enterprise applications
• Ability to write and speak English fluently
• Strong customer service and collaboration skills
• Attention to detail and ability to draw solutions from many pieces of information
• All levels of experience are welcome to apply to join our company and share in our continued international growth
• Using remote control tools solve 70% of incident calls on the first interaction with the customer
• Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and client applications. Maintain a working knowledge of Service Desk and IT Operations procedures related to client services
• Provide support for business applications
• Working knowledge of Microsoft server, workstation and networking technologies. Working knowledge of industry standards with regards to system and network administration
• Ability to solve PC related problems utilizing remote control tools
• Strong analytical and trouble shooting skills
• Triages incoming phone and ServiceNow requests and attempts to resolve on first contact before referral to Tier 2 or 3 support; ensures customer service standards are adhered to at all times
• Maintains open tickets and updates the customer on progress until resolution is reached
• Assists with new hire/contractor onboarding and desktop installation of hardware
• Assists Service Desk team with various administrative responsibilities, including identifying and documenting any ServiceDesk+ Solution articles required to provide consistent first contact resolution

Enterprise Service Desk Technician Resume Examples & Samples

• Updates customer support procedures to ensure appropriate response to future incidents of a similar nature. Maintains expertise in supported applications and operating system
• Identify trends and propose solutions to common issues
• Write knowledge base entries to ensure consistency of support across the organization
• Provides updates, status, and completion information to manager, and/or customers, via telephone, email, or in-person communication
• Recognize and refer escalated matters to appropriate support staff
• Maintains a customer centric environment
• Three (3) years experience working in an IT help desk or service desk
• One (1) year experience working in an escalated supported role (Tier 2, etc.)
• Two (2) years hands-on desktop support experience supporting laptops, monitors, phones, and peripherals
• Two (2) years hands-on operating system (OS) experience supporting Windows, Mac and/or Linux environments
• One (1) year experience with maintaining written instruction, policies, and procedures
• One (1) year experience using a ticketing system
• ITIL Foundations
• Experience providing support to executive level customers
• Working Knowledge of University of Colorado, including
• Ensuring that phone calls and emails are dealt with promptly to provide the best possible service to the business
• Logging all tickets for incidents or requests that are reported
• Ensuring that first line incidents are resolved quickly and efficiently
• Ensuring that second line incidents are investigated and promptly escalated where required
• Proactively managing open incidents, working with 2nd/3rd line teams to gain the fastest resolution based on incident SLA
• Remote support and fixes
• End-to-end ownership of tickets, ensuring customer satisfaction before closure of incidents or requests
• Maintaining and administering to ensure systems are running and to escalate any resulting issues
• Maintaining and administering user accounts, ensuring users only have access to what they require in order to fulfil their roles
• Excellent analytical/troubleshooting skills
• Concise written and verbal communication skills
• Self-managed with ability to work unsupervised
• Quick to learn
• Commercial experience working in a Service Management function./**/ Apply for this job
• Respond to technical support incidents, requests in person, via email and on the phone in a friendly, professional and timely manner
• MAC Knowledge (macOS)
• Hardware Knowledge (A+ Certification a huge plus)
• Eagerness to be in an IT career
• Strong knowledge of Microsoft Office Suite (Office 365)
• Hardware/Software troubleshooting experience
• Experience using Help Desk Ticketing system – Track-IT
• Experience with Active Directory strongly preferred
• Experience troubleshooting Exchange related issues
• Mobile device set up and troubleshooting experience
• Associate’s degree in a Computer or Engineering related field or the equivalent combination of education, technical training and related experience
• Experience working with customers, addressing issues, and managing customer requests on the phone and/or in person
• General working knowledge of the Windows and Macintosh Operating systems
• Experience resolving moderately complex problems with a focus on details to ensure follow-through to assure problems are resolved
• Experience writing technical solutions and commercial knowledgebase articles
• Ability to achieve and maintain a high level of technical proficiency
• Experience and knowledge of the skills needed for a customer support role to include a focus on listening, rapport-building, good written and verbal communication skills with the ability to communicate with individuals with all levels of technical and non-technical skill sets, friendly and approachable nature, and courtesy and patience
• Strong typing and documentation skills and specifically, the ability to type by touch
• Advanced knowledge of the Microsoft Office Suite, Adobe Professional, Cisco Unified -
• Experience working at a service desk
• Experience supporting Unix or Linux
• Identify software and hardware problems and repair
• Supporting the rollout of new applications
• Perform regular maintenance on hardware and software components
• Install and configure desktop/laptop PCs, printers and other hardware
• Run diagnostic programs or use test equipment to locate source of problems
• Communicate effectively with end users and customer management
• Maintain security and functionality through application of program temporary fixes
• Responding within agreed SLAs
• ITIL Service Capability – Operational Support and Analysis
• ITIL Continual Service Improvement or ITIL Practitioner
• Configuring Windows Devices (70-697)
• Comp TIA A+
• Comp TIA Network+
• Incident and Problem Management experience
• Service desk experience
• Comp TIA Security+
• Provide 1st and 2nd level PC, peripheral and software support services within small and medium office environments with some at active construction jobsites - includes configuration, installation, troubleshooting, and maintenance (IMAC)
• Respond to assignments and document progress and resolution within the company service request ticketing and tracking system
• Keep abreast of new trends and emerging technologies in the IT industry
• Train people in the use of company systems
• Learn the various computing and data needs of our company, managers, and users in efforts to reduce computing frustrations, ensure data security, and drive productivity
• Learn and adhere to company safety standards (particularly during construction jobsite visits)
• Some state-wide (Colorado) and national traveling required
• Understand and comply with the Company’s Code of Business Conduct and Ethics and other industry-specific professional and ethical conduct standards, if applicable
• Up to 15% Travel
• Motivated to deliver a high degree of customer service
• Ability to communicate in an effective and positive manner
• Must be able to work independently and multi-task in a technically-evolving, multi-faceted environment
• High problem solving and analytical abilities for diagnosis and repair
• Ability to translate and explain computer issues to users in ways that make sense and apply to their daily business needs
• 3-5 years of working experience in a service/help desk role or similar
• A+ certification (alternative proof of experience may be considered)
• Experience troubleshooting print and scan issues
• 3 years of experience with Microsoft Windows operating systems (desktops and laptops) on a LAN/WLAN
• Experience troubleshooting virus and malware infections
• Receive calls, emails and web-tickets for end users and other WGU Staff / help desks, and create Incident tickets or Service Request tickets, logging all pertinent information,
• Strong analytical skills balanced with effective communication and excellent customer service skills
• Ability to work independently, analyze problems, and make decisions with minimal management intervention
• Proactively involve key technology infrastructure teams when necessary
• Ability to anticipate potential obstacles and develop contingency plans to overcome them
• Awareness of new and existing technologies, architectures, and best practice
• Ability to manage multiple issues simultaneously in high-pressure environment where change is commonplace
• Individual must be able to handle multiple interrupts and be able to multi-task effectively
• Ability to diligently follow standards and best practices for many different technology areas
• Appropriate Technical Support experience and knowledge required for Level 1-2 Agents
• Windows and Macintosh platforms
• Multiple Internet Browsers
• Support for remote and local staff and students
• Some technical background across infrastructure technologies, e.g. network, voice, unix
• The individual must have 2+ years of Industry experience
• CompTIA A+ Certification
• ITIL Foundations desired, but not essential
• Associates Degree in Business/IT and/or at least 2 years of equivalent experience with desktop and laptop support technologies including Windows 7 and Windows 10, Microsoft desktop applications, Exchange, telephony, home networking equipment, applications, other end-user associated technologies and disk imagining
• Ability to multi-task in a highly functional team environment
• Ability to work evenings and weekends may be required

Service Desk Technician, ETS Resume Examples & Samples

• Candidates must have 3 to 5+ years hands-on experience and background supporting Windows Operating Systems
• Windows 7 experience 5+ years and, at least 2+ years Windows 7 and MAC experiences with installation, navigation and troubleshooting of each operating systems
• Candidate should also be able to provide first and second level knowledge of the following applications Skype for Business, Anti-virus software, broadband connectivity with or without Cisco VPN and support MS Office suite
• This person must be able to build a computer from scratch given all the components (i.e. hard drive, motherboard, video card, ram, Windows OS software etc…)
• The candidate must possess the knowledge to provide second level support on a variety of PC applications software and hardware, which typically include: Microsoft Office products, Outlook, IE, Chrome, Exchange user based, other network applications, printers and laptops
• The individual must be organized and capable of working in a team-oriented environment. In addition, the individual should possess a strong customer service attitude
• Associate Degree in Information Technology or equivalent experience preferred
• Three to five (3-5) years of Desktop Support
• Help Desk call tracking system, Windows XP/7/8 OS, Office 2010/2013, advanced skill set in peripheral equipment repair
• A+, MCP, MCSE preferred
• Read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Write routine reports and correspondence. Speak effectively before groups of customers or employees of organization
• Frequent travel up to twenty-five percent (25%) to correctional facilities, regional offices, client and/or vendor sites. Subject to after-hours work to meet deadlines
• Support and maintain company technology equipment and IT assets with skill and precision to resolve issues the first time
• Install, configure, diagnose, repair and upgrade all corporate hardware and equipment while ensuring optimal performance of the equipment and personnel
• Troubleshoot problem areas in a timely and accurate fashion and provide recommendations for improvement to management to reduce systems and employee down time
• Provide end-user training and assistance where required
• Assist in fielding the incoming day-to-day technical support requests including; identifying, prioritization, troubleshooting, and leveraging all available resources to resolve production related issues
• Communicate issues to appropriate escalation groups and management as required
• Liaise with, and provide training and support to, end-users and staff on computer operation and other issues
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstation hardware, networked peripheral devices, and networking hardware products
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstation software, and networking software products
• Perform on-site analysis, diagnosis and resolution of complex PC problems for a variety of end-users, and recommend and implement corrective hardware solutions, including off-site repair as needed
• Receive and respond Help Desk calls, pages and / or e-mails regarding PC and / or hardware problems
• Develop and promote positive customer relationships while handling requests for assistance by phone, email or via the ticketing system
• Track 100% of all customer encounters, research questions and issues according to department guidelines
• Ensure escalated tickets are resolved in a timely and efficient manner. Document each ticket with details and clarity when updating or closing according to department guidelines
• Recommend, schedule, and perform PC, hardware and peripheral equipment improvements, upgrades and repairs
• Aid in development of business continuity and disaster recovery plans, maintain current knowledge of plan executables and respond to crises in accordance with business continuity and disaster recovery plans
• Assist in completion of special projects on an as needed basis within the IT Department
• Operational experience / understanding across
• Knowledge of the end-to-end ITIL framework
• 2-6 years of experience in working within a Service Desk environment
• Ability to engage and partner with internal staff as required across all infrastructure platforms
• Ability to identify problems and work to resolution as required
• Ability to work in operational crisis situations
• Knowledge of virtualisation technologies and the specific challenges they bring
• Proven ability to operate in extremely high pressure situations and successfully handling multiple priorities with a high level of discipline while remaining flexible
• Ability to work on own initiative, with a high degree of autonomy
• Self-motivated and self-monitoring, continuously evaluating own work processes
• Strong understanding of Windows OS, Linux (preferably SUSE) and the way in which applications interact
• Strong understanding of Microsoft Office Suites
• Strong understanding of Microsoft Desktop Operating Systems

Assistant Service Desk Technician Resume Examples & Samples

• Utilizes troubleshooting procedures to provide support to end users via multiple methods such as telephone, email, or in person for incident resolution; may also provide assistance in setup, installation and configuration of hardware and software
• Assists with upgrades to hardware and software. Support new hardware and software in compliance with internal controls, policies, and standards
• Utilize available documentation and resources regarding systems and applications to resolve common incidents
• Answer questions on Level 1 incidents. Recognize and escalate more difficult incidents to Level 2 Support
• Associate degree with an emphasis in computers or equivalent experience
• 1 or more years of computer repair, hardware and software troubleshooting experience
• Requires basic knowledge of PC hardware, software applications, operating systems and network connectivity
• Must be customer oriented and proactive in resolving incidents while maximizing use of computer resources
• To be the primary support contact for Darchem issues, working with employees, and Corporate IT team
• Be competent in the identification and resolution of issues with hardware, software, peripherals, mobile devices and other supported systems and services
• Previous proven experience working within a support environment 
• Ability to work both independently and in a team-oriented, collaborative environment 
• Ability to work under pressure with minimal supervision 
• Reactive when required to resolving issues either by telephone or by working alongside users
• Hands-on experience in troubleshooting hardware, software, network and communication services including
• Be fully conversant in the Service Desk function and associated processes
• Monitor and support Change Management activities
• Providing timely response to tickets in the Service Desk system
• Provide ad-hoc training and education to users
• Escalating unresolved issues to higher level support teams or SME’s as required
• Recording and validation of ticket data to ensure that it is accurate and correctly defined
• Managing ticket queues and assigning or escalating as required
• University degree or college diploma in the field of computer science or related field, or 2 years equivalent relevant work experience
• ITIL Foundation (Preferred)
• Change / Build / Release / Deployment Management (Desirable)
• Microsoft System Centre (Desirable)
• PRINCE2 Practitioner / PMI or similar (Desirable)
• Previous experience working in customer focused technical environment
• With a first contact resolution goal, receive, troubleshoot and resolve incident events via telephone and ServiceNow web interface with technical and non-technical English speaking end users
• Strong verbal and written English language skills
• CompTIA A+ & CompTIA Net+
• 1-2 years’ Service Desk Level 1 or equivalent experience
• 1-2 years’ troubleshooting and application support or equivalent experience
• Excellent follow through and attention to detail
• Strong problem-solving skills and decision-making ability
• Previous ServiceNow experience a plus
• Ability to handle many tasks simultaneously
• Working knowledge of software and/or processes of security, databases, internet, project management, spreadsheet and word processing
• Working knowledge of Microsoft Windows 7, 8.1, and 10 operating systems
• Working knowledge of Microsoft Active Directory, Exchange, and the Office suite
• Working knowledge of networking, including TCP/IP, firewall configuration, LAN & WAN technologies, and remote access technologies including VPN clients
• Good task management and organizational skills
• General knowledge of business telephone system functionalities
• Experience supporting/troubleshooting VMware and Citrix virtual environments and applications
• Strong knowledge and experience with Active Directory Users and Computers (user/group management)
• Strong knowledge and experience with NTFS and Windows share permissions
• One of the following: MS 70-685, 70-680, 6293, or MS Server 2008/2012
• Monitoring of electronic devices, radios and/or other hardware or software offerings as part of a managed service or data hosting customer agreement
• Receives and resolves incident requests from internal and external customer inquiries by providing support via the telephone, e-mail, etc
• Each shift (day, swing, night) will be responsible for communicating the Shift Brief documentation
• Logs, accurately tracks and documents all incidents in call tracking database, CRM
• Escalates incidents in accordance with the service desk procedures
• Acts as communication nucleus for all of Customer Operations including after hours incident management responsibilities
• Personal Computer skills
• Data analysis
• Associate's degree (A.A.) in electronics, computer science, or related field
• Plus a minimum of 1-2 years experience in customer service, technical support in related field, or utility industry
• An equivalent combination of education and experience will also be acceptable
• RF experience desirable
• REQUIRES TS/SCI & Security +
• Experience 1 - 3 years of Service/ Helpdesk / call center and/or customer service experience
• Required Certifications: Security +
• Specific Responsibilities: Junior HDTs must be able to clearly communicate via phone, portals and instant messaging with end users and technicians. Junior HDTs must have experience troubleshooting core services (file, e-mail, print, web, portal and transport). Junior HDTs should be qualified to perform the following functions
• Document, track, resolve, and report on problems and work orders using Remedy Action Request database system
• Troubleshoot research, diagnose, document, and resolve technical issues surrounding Windows XP, Windows 7, MS Office applications, email, other special applications, Internet connections, and hardware/peripheral equipment via telephone
• Monitor networks, secure and non-secure; modify user accounts via Active Directory, submit changes to file management and peripheral devices via Remedy, escalate network incidents, provide direct support to customers located throughout the world
• Monitor network status remotely using several Network Management Systems, and create applicable work orders for discrepancy resolution as necessary
• Ability to install, maintain and troubleshoot network, system and application issues
• Knowledge of workstation hardware and Microsoft Technologies
• Monitor secure and non-secure networks 24X7 and escalate incidents to system administrators, network administrators, computer security administrators and management teams for resolution. Must be familiar with Dameware and Terminal Services is required
• Continuous monitoring and management of the networks, systems and order management to ensure alarms are received/acknowledged and processing procedures are followed
• Generating and processing incident tickets for technical support and service
• Identifying alarms, raising requests and performing basic diagnostics of the problem before escalating as required
• Retain overall ownership of system alerts/incidents, through resolution
• Monitor actions, progress, SLA’s, and perform proactive escalations when problems are identified
• Utilize the Kace & Service Now management system
• Knowledge of concepts and the use of network management toolsets
• Knowledge of concepts and the use of Active Directory and Exchange Management tools
• Excellent customer service skills required
• Some knowledge of data and / or voice transport technologies, topologies, standards and infrastructure are desirable
• Very strong problem solving skills
• Interpersonal skills with the ability to work well with others
• Ability to remain calm and confident in a stressful situation required
• Ability to multi-task and to perform intangible duties
• Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
• Interview users to collect information about problems and lead users through diagnostic procedures to determine source of error
• Determine whether the problem is caused by hardware such as modem, printer, cables, or telephone
• Handle problem recognition, research, isolation, resolution and follow-up for routine user problems, escalating more complex problems to second level support
• Maintain technical documentation on Help Desk tickets, including tracking requests and documenting resolutions
• Associate's degree or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience
• Comptia A+ Certification or equivalent experience
• Proficient in basic troubleshooting
• Good grasp of Current Operating System functionality
• Basic understanding of computer hardware
• Proficient with Microsoft products
• Type at least 45 WPM
• Assist staff with the installation, configuration and ongoing support of desktop computers, peripheral equipment and software. Works with vendor support contacts to resolve technical problems with desktop computing equipment and software
• Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, and AV Support. Diagnosing hardware and software problems
• Record problem systems and status information through the use of HelpStar and Service Management Process. Use IT Support Request system to document, prioritize, and track requests
• Training of end user. Repairing/upgrading PC and Mac hardware and software. Researching, learning, and evaluating new software and hardware
• Documenting systems, processes and procedures. Maintaining inventory of equipment and supplies
• Primary responsibility is end user support and customer service. Follow standard Helpdesk operating procedures; accurately log and resolve all tickets using ticket tracking software
• Troubleshoot and resolve issues associated with PC’ s, laptops, network, local servers, printers, remote access and file shares. High skill level of experience with Microsoft Windows (desktop/server); Diagnose and resolve technical hardware and software issues
• Respond to requests for technical assistance in person, via phone, electronically. Log all help desk interactions - administer help desk software. Identify and escalate situations requiring urgent attention - redirect problems to appropriate technical resources
• Track and route problems and requests and document resolutions. Become familiar with each department and their respective applications. Learn fundamental operations of commonly used software, hardware, and other equipment
• Experience in Helpdesk/Desktop Support environment for both phone and desk side support
• Experience includes Windows XP, 7, MS Office 2010, VPN, Encryption, Anti-Virus
• Ability to troubleshoot and resolve break/fix and configurations problems with PC/Laptops in a Windows XP, Windows 7 network environment
• Experience with using a Trouble Ticket system
• Must be able to travel within the New York City area and out of state to Florida (10%)
• Must be available to work one Saturday monthly, frequency may vary based on business needs
• 24/7 on call rotation one week per quarter, between 6PM and 7AM
• Excellent interpersonal and customer service skills
• Ability to manage time effectively, multi-task and adapt to changes quickly in a fast moving environment
• Able to work a flexible schedule, weekends, holidays or on call as needed
• Bachelor’s degree from an accredited college; or related experience and/or training; or equivalent combination of education and experience is considered a plus
• Friendly presence and helpful attitude; good interpersonal and presentation skills and ability to work well with others
• Ability to utilize the applications for Microsoft Office for support, reporting and documentation
• Ability to work around problems and come up with creative solutions
• Ability to work with or without direct supervision
• Provide technical assistance and support for incoming service desk queries and issues related to computer systems, software, and hardware
• Communicate with business users through ServiceNow incidents or requests, phone, email, and instant message
• Track and manage ServiceNow incident/request management ticketing system and update ServiceNow knowledge base library
• Provide excellent customer service in an enterprise environment
• Cultivate working knowledge of best practices for troubleshooting and resolving issues associated with desktops, laptops, printers, mobile devices, desktop applications, network shared drives, and email accounts
• Cultivate working knowledge of remote desktop tools, such as LogMeIn123 or Window remote desktop
• Identify and escalate high priority situations requiring urgent attention to level 2 or level 3 tier support
• Participate in a 24/7 after hours on call rotation for after business hours technical support
• Experience in Service Desk Support environment
• Experience with Windows 7 operating system, Microsoft Office suite 2010 and Microsoft Office365, VPN, Anti-Virus software
• Ability to provide first call resolutions of desktops and laptops in a Windows 7 network environment
• Experience using ticketing management system to log incidents and requests
• Computer Science degree from an accredited university or equivalent combination of education and experience is considered a plus
• Working knowledge of Microsoft office products, LogMeIn remote support, Windows Active Directory
• Previous call center experience in a large enterprise environment

Service Desk Technician Intern Resume Examples & Samples

• Evaluate and prioritize requests from employees for technology assistance on hardware, software, Internet, personal device, or telecommunication equipment
• Assess nature of technical issues to determine appropriate actions via desk-side assistance
• Resolve outstanding issues
• Disseminate information on any problems or potential delays
• Follow up with employees to evaluate the effectiveness of resolution
• Prepare progress reports and update management on status of problems
• In absence of a Tier 1 level, maintain help desk report tracking system by logging support calls/emails
• May be required to perform on-call, after hours, or weekend support
• Ensure the proper operation of technology applications and equipment
• Perform installation, configuration, and upgrade tasks
• Perform moderately complex repairs
• Resolve technology support issues for employees which may require desk-side assistance
• Receive technology problems from helpline representative or directly from client
• Provide expertise in hardware, software, personal device, Internet, and telecommunication issues
• Prioritize tasks and documents nature of problem
• Currently enrolled and seeking a degree at a U.S. based institution
• Currently seeking a bachelor’s degree in computer science or similar
• Local to Atlanta, GA
• Log and track global support calls through the IT support desk system, escalating to other support
• Assist in global IT procurement as directed by the IT Service Desk Supervisor
• Co-ordinate 3rd party hardware repairs and maintenance where problems cannot be resolved in
• The ability to think logically
• A good understanding of mobile devices such as Apple smartphones and tablets
• The ability to interact confidently with clients and colleagues
• The ability to articulate problems and their solutions to technical and non-technical people
• The ability to work responsibly and ethically without regular local supervision
• Confidence dealing with colleagues in foreign countries throughout an international business
• Effective problem solving skills based on clear reasoning and a sound rationale
• A strong customer focus and "can do" attitude
• Familiarity and comfort in using web conferencing and collaboration tools and applications such as
• Technical Certification... a MUST
• 1+ years of experience in Information Technology (IT) Desktop Support for MS Operating Systems and MS Office applications or Desk Top Support
• A degree, CompTIA A+ or Microsoft Certification is ideal
• Must be able to work independently, must know when to escalate problems with deployment not resolved at a Tier II level
• Provide tier 1 and/or 2 support to users, by phone, email, remote and in-person
• Desktop and laptop standard security configuration and encryption
• Supporting proprietary applications
• Individuals must be clearable to pass a background check**
• Ability to install, update and troubleshoot computer/laptop hardware and software
• Windows 7, Windows 8, and Windows 10 experience
• Knowledge of personal computers and a solid understanding of computer networks
• Ability to address moderately complex technical issues and work on problems of diverse scope
• Willing to learn the most up-to-date IT methods
• Knowledge of ITIL beneficial
• A+ Certification or MTA desired
• Follow helpdesk/desktop support best practices (ITIL-centric) to ensure accurate, timely problem resolution
• Bi-Lingual (Spanish preferred)
• Advanced technical support skills
• MS Certifications
• Network Security

Related Job Titles

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

5 Service Desk Manager Resume Examples & Guide for 2024

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

All resume examples in this guide

Traditional

Resume Guide

Resume Format Tips

Resume Experience

Skills on Resume

Education & Certifications

Resume Summary Tips

Additional Resume Sections

Key Takeaways

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

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

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

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

The ultimate formula for your service desk manager resume format

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

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

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

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

Upload & Check Your Resume

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

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

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

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

What recruiters want to see on your resume:

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

Quick guide to your service desk manager resume experience section

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

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

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

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

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

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

Quantifying impact on your resume

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

Action verbs for your service desk manager resume

What if you don't have any experience?

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

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

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

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

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

Recommended reads:

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

List your educational qualifications and certifications in reverse chronological order.

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

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

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

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

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

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

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

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

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

Top skills for your service desk manager resume:

ITIL Framework

Incident Management

Service Desk Software Proficiency

Technical Support

Problem Management

Change Management

Network Administration

SLA Management

Ticketing System Expertise

IT Service Continuity Management

Communication

Problem-Solving

Customer Service

Time Management

Decision-Making

Adaptability

Conflict Resolution

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

Listing your education and certifications on your service desk manager resume

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

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

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

The top 5 certifications for your service desk manager resume:

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

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

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

Adding a summary or objective to your service desk manager resume

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

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

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

Resume summaries for a service desk manager job

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

Four more sections for your service desk manager resume

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

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

Key takeaways

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

Looking to build your own Service Desk Manager resume?

• Resume Examples

How to Write a High School Resume

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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.

Applying for jobs can feel like throwing your resume into a black hole. Our tool helps you optimize your resume so it gets noticed by the right people. Get a detailed analysis and personalized suggestions for improvement in just a few clicks.

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

Administrative Resume Summary Examples

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Administrative Resume Objective Examples

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Administrative Resume Guides

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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.