Helpdesk Resume Sample
Candice Halvorson
3239 Sierra Light,
Boston,
MA
+1 (555) 260 9402
Work Experience
Helpdesk Administrator
08/2015
-
PRESENT
Boston, MA
- Handles a full range of complex technical activities for functional area
- Responsible for ensuring the accurate and timely processing of all activities related to functional area
- Answers queries and handles requests related to functional area which includes problem solving and judgment
- Follows established policies and procedures related to functional area and complies with established methodologies and quality standards
- Escalates issues requiring advanced expertise or knowledge about the broader business impact of decisions. Works with supervisor on more advanced issues
- Prepares reports and completes documentation related to functional area
- Manages special projects related to functional area
Helpdesk
01/2013
-
03/2015
Phoenix, AZ
- Work with other members of the Estates team and suppliers, to ensure continued and timely availability of spare parts for reactive work
- Own, maintain and update the site CAFM system in relation to all reactive tasks under their control and management
- Promote a culture of customer service to both internal and external customers and partners and to liaise with other departments regarding maintenance issues if required
- ERecruit (Recruitment system)
- EHire (Integrated Offer and Hire process)
- Understand of the organization’s goals and objectives
- Good understanding of and practical deployment experience of Client Mobile messaging devices including Blackberry, iPhone, Android handhelds and Tablets.
Technical Helpdesk Junior Analyst
04/2010
-
12/2012
Chicago, IL
- Prepares reports of analytical results
- Career Gap Analysis
- Notify management when SLA’s are jeopardized
- Ensure that defined helpdesk/administration functions are carried out in a timely and efficient manner
- Ensure that all reactive and maintenance tasks are issued and closed out on completion
- Work with other team members and suppliers, to ensure continued and timely availability of spares and consumables for reactive and maintenance activities
- Maintain record keeping systems electronic and hard copy for timesheets, attendance and sickness
- Ensure that all reactive tasks are scheduled to Skanska employed operatives to enable rectification within the agree SLA’s and to minimise the PMS failure points
Education
Brown University
2005 - 2010
Bachelor's Degree in Computer Science
Professional Skills
- Demonstrate through experience or training sound management skills supporting direct reports in a fair and unbiased manner
- Work within a call center environment. Demonstrate aptitude in logical and analytical thinking, as well as display strong problem solving skills
- Strong typing skills with excellent spelling and grammar
- Strong customer service experience; comfortable with PC's preferably with prior experience trouble shooting technical issues
- Strong analytical and problem solving skills; ability to identify and resolve problems in a timely manner and gather and analyze information skillfully
- Excellent communication skills and personable, as the top priority is providing quality customer service
- Experience with basic computer technologies and strong analytical skills
How to write Helpdesk Resume
Helpdesk role is responsible for customer, interpersonal, troubleshooting, technical, basic, analytical, english, computer, communications, organization.
To write great resume for helpdesk job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Helpdesk Resume
The section contact information is important in your helpdesk 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 Helpdesk Resume
The section work experience is an essential part of your helpdesk 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 helpdesk responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular helpdesk position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Helpdesk resume experience can include:
- Proven ability to effectively manage multiple priorities and meet deadlines
- Excellent communication skills at all times; including answering telephone calls, communicating with Customers, suppliers and sub-contractors
- Strong multi-asking, problem solving, and organizxation skills
- Skill in effectively communicating orally and in writing with employees and the public
- Excellent end user technical support and troubleshooting skills
- Good ticket management and technical trouble shooting skills
Education on a Helpdesk Resume
Make sure to make education a priority on your helpdesk resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your helpdesk 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 Helpdesk Resume
When listing skills on your helpdesk 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 helpdesk skills:
- Good analytical and communication skills, sound judgment, and the ability to work effectively with all support areas • Call center environment experience
- Customer Service skills, with good communication skills both written and verbal
- Analytical skills Excellent written and verbal communication skills
- Communicate clearly and effectively, both verbally and in writing. Telephone and listening skills
- Great customer-focused skills and verbal/written communication skills
- Strong organizational skills including prioritization
List of Typical Experience For a Helpdesk Resume
1
Experience For Helpdesk Administrator Resume
- Demonstrated ability to effectively manage people and to work effectively to meet the needs of customers, channel partners and internal stakeholders
- Excellent communication, interpersonal, and organizational skills – Good to fluent English required
- Excellent communication, telephone manner, technical skill and interpersonal skills
- Good English and possibly cluster multi-lingual skills (for hub as cluster Helpdesk)
- Excellent communication skills - written and verbal Required 5 Years
- ) Customer service skills. Communication, strong phone presence, professionalism
2
Experience For Helpdesk Supervisor Resume
- Excellent interpersonal and phone skills with a positive attitude
- Good IT skills, particularly database programmes
- Strong organizational and time management skills; self-motivated
- Monitoring and responding quickly and effectively to requests received through the IT Helpdesk
- Proven experience working with cloud-based file sharing services such as Dropbox, OneDrive, etc
- Knowledge of Word, Excel, Access, and comfortable learning new technology skills
- Competent organisational skills with the ability to manage own work and time
- To provide an excellent level of service on behalf of the Helpdesk Team and ensure all operatives follow the excellent example set by Service Desk Team Leader
3
Experience For Helpdesk Operator Resume
- Good at communication, clear logical and strong analysis
- Effectively interact in collaboration with Service Desk and Desktop teams as well as other departmental Managers as required
- Exhibits exceptional Customer Service soft skills
- Ability and willingness to evaluate and learn new technologies and apply them effectively
- The ability to develop business relationships and communicate effectively with the user community
- Effectively communicates and works well with team members; exhibits professional demeanor
4
Experience For Helpdesk Agent Resume
- Strong customer service oriented with a year experience as a Help Desk Engineer
- Explain instructions and guidelines to others effectively. Required 2 Years
- Communicate effectively. Required 2 Years
- Collation of call stats and effectively report
- Strong Lan/Vlan Network experience
- Communication skills both verbal and written Advanced 3-4 yrs Yes
- Experience required: 18 months – 24 months phone queue experience required
- Proven track record of strong execution in a customer focused environment
- Strong involvement or experience in Team management
5
Experience For Helpdesk Coordinator Resume
- Prior experience as a user of Elite software or other exposure to similar software
- Communicate effectively with colleagues, managers and customers
- Advanced MS Office Suite (Word, Excel, Outlook) skills
- Telephone experience (call centre experience desirable)
- ) Excellent customer service experience
- Experience or equivalent combination of education and experience required
6
Experience For Helpdesk Representative Resume
- Basic PC / keyboard skills
- Excelent oral and written communication skills
- One year of experience involving the use of computerized information systems or equivalent education/experience
- Prioritising urgent jobs
- Troubleshooting Experience (3+ years)
- Experience at using Active Directory, adding/deleting users, password resets, creating accounts
- Monitors Helpdesk ticket queues daily ensuring that user requests are being expedited according to issue priority and service level standards
7
Experience For Helpdesk Lead Resume
- Very good training package, not only at the beginning but also during the whole duration of employment
- Experience implementing, contributing or using asset management and inventory control practices
- Experience in creating and delivering technical and application training materials
- IT support center experience or performing technical support (windows OS, Password Resets, troubleshooting software, etc…)
- Strong attention to detail, updating systems and logging information
- Strong aptitude in Windows operating systems, hardware, upgrades and troubleshooting
8
Experience For Helpdesk Tech Resume
- Attend change advisory meetings: active participant in supporting the change process and providing input to improve its effectiveness
- Experience working in an Enterprise Monitoring Environment Desired 1 Years
- IT technical support experience in help desk setting, preferably supporting 1,000+ users
- PC Literate and experienced using MS Office applications including Outlook
- Previous coaching and technical training experience is highly desired
9
Experience For Customer Helpdesk Resume
- Experience utilizing a ticketing system to resolve and escalate tickets in a timely manner
- Effective working knowledge of network component infrastructure and interaction
- Prioritizes issues using appropriate escalation procedures and coordinates referrals to technical, professional, or service personnel as needed
- Excellent knowledge of MS operating systems and network environments / protocol is essential
- A good understanding of Databases is desirable
- Analyze, prioritize and solve problems promptly, liaising with end users at all levels
- Valid clean Driving License is desirable
10
Experience For Helpdesk Team Leader Resume
- Participate in team and client meetings to promote effective project communications – daily stand-ups, release planning sessions, user demos and test events
- Experience providing Desktop Support and Desktop Support management within a corporate environment
- Experience managing multi office, geographically distributed staff
- Generate, develop and present ideas and suggestions for improvements to achieve more effective working practises
- Receives additional training, as required, to gain full proficiency and experience in all areas
- Experience in a customer facing role is an advantage
- Thorough knowledge of Windows operating systems: Windows Server 2008 and 2012, Windows 10 and Windows 7 professional with 5-7 years hands on experience
List of Typical Skills For a Helpdesk Resume
1
Skills For Helpdesk Administrator Resume
- Demonstrate a high level of numeracy, as well as excellent written and verbal communication skills
- Strong and proven customer focus and stakeholder relationship management skills
- Good time management, prioritisation and organisation skills
- Demonstrated documentation skills for ticketing, resolutions and evidencing for identifying trends
- Strong organizing, communication, follow up and coordinating skills
2
Skills For Helpdesk Supervisor Resume
- Evidence of flexibility and problem-solving skills
- Very good analytical skills and problem solving
- Good Troubleshooting and Technical skills
- Strong interpersonal skills with a focus on rapport building and teamwork
- Excellent analytical skills for root cause analysis and troubleshooting
- Excellent analytical skills and attention to detail allowing them to support remote clients, often without the use of remote access
- Has excellent customer service and complaint handling skills
3
Skills For Helpdesk Operator Resume
- IOS troubleshooting experience. Desired Skills
- Customer service orientation and strong interpersonal skills
- Well- organized individual; excellent people skills
- Work in a fast-paced environment with changing priorities and to manage time effectively
- Excellent customer service, technical writing and organizational skills
- Communications skills (verbal and written), proven work ethic, self-starter
- Successful demonstration of strong written and oral communication skills
- Demonstrable accurate data entry skills with excellent attention to details
4
Skills For Helpdesk Agent Resume
- Detail oriented, self-motivated and able to prioritize and manage several projects at the same time effectively
- Good help desk skills to assist with troubleshoot non technical users on a variety of workstations and environments
- Good customer service skills are required, understands SLAs
- Other: Excellent verbal and organizational skills
- Excellent verbal and written communication skills with the ability to remain poised under pressure
- Clear communications skills and previous experience in a call center environment/inbound calls
- Non-Technical Skills/Personality ( Strong Work Ethic, Reliable, Great attitude, Professional, Punctual )
- Good communication skills, including an ability to translate technical concepts for a lay audience
- Utilise excellent customer service skills and exceed customers’ expectations
5
Skills For Helpdesk Coordinator Resume
- Excellent verbal and written communication skills. Required
- Good teamwork, communication skills and customer centric approach
- Good professional written and oral communications skills
- Working knowledge of Windows and/or Mac operating systems. Advanced troubleshooting and deduction skills
- Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer’s issues
- Willing to share information and skills to coach, help and advise others
- Experience supporting or strong understanding of deploying and imaging 7
6
Skills For Helpdesk Representative Resume
- Assists in training staff in the use of standard operating procedures and initial troubleshooting skills
- Incredible troubleshooting skills that leverage critical thinking
- Use critical thinking skills, and probing questions to identify affected devices and applications
- Communication Skills for asking appropriate questions to DEV and concerning State escalations
- Basic networking knowledge and troubleshooting skills
- Advanced customer service skills including conscientiousness and commitment to exceeding customer expectations
- Experience of working with various IT systems with good knowledge of Microsoft Office and Excel
- Basic technical troubleshooting skills
- Support a high volume of service requests and communicate effectively with both hiring managers and internal/external support providers
7
Skills For Helpdesk Lead Resume
- Strong recreational interest or experience in technology or gaming
- Strong PC literacy and proven ability to manage daily activities using various systems
- Alternatively previous call centre experience, along with experience of working shift hours
- Build skills required to perform: problem solving and analysis, interpersonal, verbal and written communication, organization and leadership
- Entry level with some prior experience providing technical support in a business environment
8
Skills For Helpdesk Tech Resume
- Strong history of continuing education and drive to increase skill set
- 2 Skill in delivering excellent Level-I technical support
- Strong experience in answering customer phone calls or written requests for assistance
- Prior experience with Air watch, AT&T, Verizon wireless device trouble shooting and installation
- Prior experience with Airwatch, AT&T, Verizon wireless device trouble shooting and installation
- Prior experience taking 50-100 inbound calls daily on a structured help desk
- Experience in Help Desk ticketing system and Customer Service experience
9
Skills For Customer Helpdesk Resume
- Exceptional troubleshooting skills and attention to detail
- ) Customer Service- Prior experience providing thorough support with a focus on the end users
- Is committed to improving their knowledge and skills within the waste industry
- Proactive, good at planning and experience summary
- A detail oriented and quality minded individual with experience based good judgment
- Technical, analytical, interpersonal and organization skills
- Microsoft Windows basic system navigation skills
- Monitor and respond quickly, effectively, and courteously to requests
- A proven experience of working with customers via telephone (an advantage)
10
Skills For Helpdesk Team Leader Resume
- Advanced level of customer service delivery skills
- Skills for information gathering and deciphering to generate documentation
- Effectively manage asset inventory through timely data entry and accurate record keeping
- Demonstrates sound business understanding and can demonstrate ability to see “the big picture.”
- Strong attention to detail and accuracy; good judgment, discretion, and ability to maintain confidentiality
- Demonstrated experience supporting similar hardware, software, and related technologies
- Diagnostic skills required to identify root cause of user issues, develop solutions, and recommend appropriate actions
List of Typical Responsibilities For a Helpdesk Resume
1
Responsibilities For Helpdesk Administrator Resume
- Manage multiple efforts and adjust priorities with evolving work efforts with analytical and detail oriented skillset
- Working experience in providing help desk support
- Networking Experience (VPN)
- Scripting Background & Python/VBA/JavaScript Experience with customer support Chat tools
- Network and Systems Security - experience maintaining and operating a corporate infrastructure including securing private network and data from public threats
- Experience at using Active Directory, adding/deleting users, password resets, creating accounts
2
Responsibilities For Helpdesk Supervisor Resume
- Skilled in designing, implementing, and optimizing infrastructures with technology to support small to large user groups and multiple remote locations
- Oversees the process of identifying, prioritizing and confirming resolution of reported problems with systems, hardware/software and/or network problems
- Experience researching, analyzing and interpreting automated system problems. Required 3 Years
- Experience researching, analyzing and interpreting automated system problems. Required 5 Years
- Enterprise level Active Directory experience with a focus on user provisioning, account creation, Group Policies, and scripting
- Sorts, screens, and distributes incoming and outgoing mail; prepares photocopies and facsimiles, and operates a variety of office equipment
- Experience of leading and motivating a team, preferably within a Helpdesk environment
- Position requires understanding of Managed Service Center operations and solid understanding of all MSC support tools (eg. Gasper and D1)
- Demonstrates full understanding of desk side support, troubleshooting and resolution concepts Completes assignments of moderate scope and complexity
3
Responsibilities For Helpdesk Operator Resume
- Previous experience in creating OnDemand training material. Weight Maximum Points: 50 points
- Demonstrated expertise in building/managing technical support teams
- Experience supporting and maintaining an office network
- Progressive experience in technical/end-user computing support including
- Strong working knowledge of Windows 7, 10 and XP Operating Systems
- Experience utilizing Remedy ticketing system
- Experience writing and running SQL queries. Highly desired 3 Years
- Experience troubleshooting Outlook (achieving files, calendar issues, permissions, user names/passwords, .Ost/.Pst files)
4
Responsibilities For Helpdesk Agent Resume
- Experience working in an Enterprise Monitoring Environment Desired 2 Years
- Progressive experience in technical/end-user computing support including, MS Windows, Apple Operation Systems, MS Office Suite, MS Outlook
- Multi-task, work in a fast-paced environment while managing changing priorities professionally
- Experience writing and running SQL queries. Highly desired 5 Years
- Resilient and able to work well on own initiative while under pressure, meeting tight deadlines while balancing a number of priorities
- Experience with configuring email on iPhones and Android phones
- Strong aptitude in O.S. Repairs, spyware removal, virus removal, hardware, troubleshooting, and software upgrades
- Current experience supporting Windows 7/8/10 OS
- Computer literate, with practical experience of using Microsoft Word, Excel, Powerpoint and E-mail
5
Responsibilities For Helpdesk Coordinator Resume
- Experience of working within a target driven role, or high-pressure Customer Service environment
- Collect and analyze evidence (deliverables) with internal/external compliance and auditing agencies / officials
- Has a good understanding of e2e Project Management. Able to participate (and lead) complex projects
- To use every effort to develop and maintain effective working relationships with callers, clients, FM colleagues etc
- Attend required technical training sessions and make effective use of assigned lab time
6
Responsibilities For Helpdesk Representative Resume
- Experience in (Service Now/ ticketing tool)
- To have a good understanding of the contractual requirements
- Issue Reactive Helpdesk calls to Managers/Engineers, applying the appropriate priority required
- Previous experience managing the escalation and follow-up of user issues. Weight Maximum Points: 100 points
- Experience in identifying trends in reported issues and/or solutions and report these back to the project manager: Maximum: 5 points
- Build and maintain effective working relationships across a global matrix organisations
7
Responsibilities For Helpdesk Lead Resume
- Experience with handling calls, call resolution, transition of calls to proper service area when appropriate
- Previous experience of operating within Facilities Management or Property Services Function
- Collaborates, influences and builds consensus through constructive relationships and effective listening
- Experience of providing on-site support through phone and e-mail
- Experience working in a Windows or Linux/Unix shop
- Experience of managing a team within a Helpdesk environment
- Experience working on Helpdesk in Facilities Management industry is desirable but not essential
- 2 Experience providing phone based support in a call center or help desk environment
8
Responsibilities For Helpdesk Tech Resume
- Experience in using a service desk tool (ticket system)
- Very good understanding of IT infrastructures (PC, Printer, Network, TCP/IP, technologies like Intranet/Internet, WWW, email, etc.)
- Previous experience working in a high-end, fast paced environment
- Experience supporting Active Directory, Citrix products, Lotus Notes
- Experience Supporting Windows 7 & MS Office products
- Experience with ticketing software Service Now
- Experience supporting a mixed Windows/Mac environment
- Experience supporting VPN, Active Directory, LDAP servers and more
9
Responsibilities For Customer Helpdesk Resume
- Experience of dealing with customers over the telephone
- 3 – 5 years of experience working with TMS
- Experience in using Planon or similar CAFM system
- Experience fielding calls that are of a technical nature
- Experience working in a customer service environment within a technical organization
- Experience working within a customer service or a helpdesk environment
10
Responsibilities For Helpdesk Team Leader Resume
- Self initiative, pro-active, hard working, good attitude and team player
- Experience working within a Facilities Management / customer services environment
- Experience with ticketing system, ie. Remedy and heat
- Experience of using an office based telephone system such as ‘Nortel’ or similar
- Work within a call center environment. Demonstrate aptitude in logical and analytical thinking, as well as display
- Experience with remote trouble-shooting
- Previous experience working in a similar helpdesk environment in a facilities or healthcare background would be advantageous
- Experience troubleshooting in Windows 7
- Experience ITSM ticketing system
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