Help Desk Agent Resume Sample
Jaycee Grimes
7577 Ritchie Point,
Boston,
MA
+1 (555) 910 5964
Work Experience
Associate IT Help Desk Agent
04/2016
-
PRESENT
New York, NY
- Support Customer Care Department servicing all Canadian French speaking subscribers as needed
- Provide Call Center French support resolving escalated issues as needed
- Resolves problems by clarifying issues, researching and exploring answers and alternative solutions; escalating unresolved problems
- Assist Licensed Claim Adjusters with translation of French claim calls
- Utilize shareware programs to remotely connect to a caller’s PC to assist with making repairs and updates
- Handles complaint resolution competently by demonstrating the ability to openly listen, ask clarifying questions, relate empathetically and respond in a professional way
- Responsible for continuously improving skill sets by gaining knowledge of internal systems and by completing e-learning courses
- Up to 2 years’ of previous help desk, service desk, or customer service experienc
Help Desk Agent
01/2010
-
03/2016
Houston, TX
- Experience working with spreadsheets, and a proficiency in Microsoft Word, Excel, and PowerPoint
- Up to 2 years’ of previous help desk, service desk, or customer service experience
- Receives telephone calls from users having problems using computer software and/or hardware or inquiring how to use specific software, hardware, or operating systems. Escalates all unresolved calls to higher support levels
- Determines root cause and provides accurate, creative, and timely solutions to PC basic-to-intermediate software and systems problems to ensure end-user productivity. Provides a basic level of hardware troubleshooting, repair and installation on specified product lines to end-users
- Assists in generating defined PC Help Desk performance reports or charts to schedule
- Keeps supervisor, customer and other PC Help Desk team members informed of problems and progress. Participates in team projects that enhance efficiency of PC Help Desk services
- Provides other customer services at the PC Help Desk as defined in contract requirements for position
- Participates in Service/Quality Initiative; continually improves processes; quantitatively monitors processes. Completes required quality core classes and uses skills and techniques presented. Uses the Basic Principles in work environment. Adheres to company/customer safety procedures
- Excellent communication skills with the ability to communicate effectively via documentation, telephone, and e-mail; and with customers and peers in varying roles. Good problem-solving skills and organizational skills; and an understanding of process
Tier Help Desk Agent
03/2007
-
12/2009
Philadelphia, PA
- Good understanding of PC software, operating systems and applications, with moderate level software troubleshooting skills gained through experience and/or training. Basic-to-intermediate knowledge of software and systems functions. Good basic understanding of PC hardware and peripherals along with basic troubleshooting skills. Understanding and a desire for customer satisfaction
- Provide exemplary customer support to our Reliant Medical Group staff and outside customer contacts
- Report / Escalate any system issues to appropriate on call support staff or management
- Provide first level problem solving for user's IT issues
- Handle a large volume of calls daily and record each issue via the call tracking ticket system (SPARC) - inputting and updating all calls or issues reported during shift
- Update System Access and Active Directory for any new hires, transfers or termination
- Exemplary customer service and troubleshooting skills
Education
George Fox University - Boise Center
2003 - 2007
School's Degree in Management
Professional Skills
- Technical aptitude with strong PC literacy skills. Proficiency with Windows Operating Systems
- Good analytical and communication skills, sound judgment, and the ability to work effectively with client and other staff
- Have excellent interpersonal skills and telephone manner
- Strong organizational skills and ability to multitask well
- Proven experience providing effective and professional communication addressing moderately complex technical issues via telephone, email, and person- to-person
- Effective listening skills. Ability to follow policies and procedures; attention to detail
- Demonstrated ability to effectively and clearly communicate verbally and in writing
How to write Help Desk Agent Resume
Help Desk Agent role is responsible for software, basic, troubleshooting, training, customer, hardware, credit, mac, printing, administration.
To write great resume for help desk agent job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Help Desk Agent Resume
The section contact information is important in your help desk agent 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 Help Desk Agent Resume
The section work experience is an essential part of your help desk agent 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 help desk agent responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular help desk agent position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Help Desk Agent resume experience can include:
- Good organizational skills with the ability to follow through
- Communicate effectively and liaise with patients, health care professionals and senior on call management as required
- Essential ability to effectively communicate both verbally and written in English and remain calm and respectfully helpful to students under the stress of
- Skilled in providing problem resolution related to off-the shelf and the client-specific application packages
- Work with changing requirements and priorities
- Develop and maintain effective and collegial working relationships with i-Human staff
Education on a Help Desk Agent Resume
Make sure to make education a priority on your help desk agent resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your help desk agent 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 Help Desk Agent Resume
When listing skills on your help desk agent 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 help desk agent skills:
- Technical aptitude with PC literacy skills
- Proven experience as a help desk technician or other customer support role
- Experience of working in a safeguarding environment and completing safeguarding documentation
- Experience of working in a customer focused environmentPeople who applied for this job also applied for
- Multitask whilst paying strong attention to detail
- Experience with Telephone and Ticketing Systems
List of Typical Experience For a Help Desk Agent Resume
1
Experience For Software Help Desk Agent Resume
- Prepare materials including training plans, user documentation and best practice procedures
- Provide remote support for hardware such as keyboards, hard drives, printers & ATMs
- Follow-up and update customer status and information
- Monitors and communicates I3 ACD issues in timely manner to leadership
- Position requires the application of knowledge of problem routing, tracking and escalation procedures, as well as knowledge of data entry software applications and related desktop tools
- Gathers problem information and records data in desktop tools
- Receive and document service request and customer information; Gather problem information and determine criticality
- Proactive planning, prioritizing, and assigning all outstanding work order tasks, ensuring the prompt delivery of service to meet our contractual terms and conditions; Monitoring and controlling all outstanding work orders within specific geographical areas as assigned including resources and parts
2
Experience For Associate IT Help Desk Agent Resume
- Initiate dispatch request capture information and record data in desktop tools; Document, verify, and make appropriate corrections to the service request and customer profile; Provide parts management/coordination as assigned
- At call closure, verifying entitlement of the correct serial number for the device being repaired, and ensuring correct bill type is included in each call to ensure that all cash and charge revenues are billed
- Participate in objective setting, performance management, and reward and recognition programs; Participate in special projects to continuously improve processes, tools, systems and organization
- Can solve non-routine or more complex software, hardware and procedure issues
- Can coordinate resources and facilities to provide support for all CS requirements
3
Experience For Tier Help Desk Agent Resume
- Facilitate the efficient delivery of services to ensure timely resolutions of problem/trouble call scenarios
- Works with vendors, application delivery group and clients to identify tips, shortcuts and best methods of getting the most value out of technology tools and CS applications
- Develops methods to optimize the use of hardware, software applications and other technology related tools through the development and delivery of training programs and training tools
- Work with senior technical group to obtain information or documentation for various technology tools
- Coordinate IT assets and process for IT inventory and asset registration
- Leads or participates in team projects that enhance the quality or efficiency of support
- Works with Manger in support of budget process and requirements
4
Experience For IT Help Desk Agent Resume
- Provides front-line support and response to solve all problems reported by clients
- Interview clients to collect information about issues and leads clients through diagnostic procedures to determine source of error and possible resolution
- Conducts research, compiles and displays all Client Service statistical reports
- Manages all conference rooms and their state of readiness including: supplies, working condition of audio and video equipment and the general operating appearance
- Orders and maintains all supplies and arranges for equipment maintenance
- Advance knowledge of hardware, software, networks and technical devices and terminology
- Knowledge of business environment and ability to assimilate IT solutions into business processes
5
Experience For Help Desk Agent Needed Resume
- Determines root cause and provides accurate, creative, and timely solutions to PC basic-to-intermediate software and systems problems to ensure end-user productivity
- Participates in Service/Quality Initiative; continually improves processes; quantitatively monitors processes
- Uses the Basic Principles in work environment. Adheres to company/customer safety procedures
- Good understanding of PC software, operating systems and applications, with moderate level software troubleshooting skills gained through experience and/or training
- Basic-to-intermediate knowledge of software and systems functions. Good basic understanding of PC hardware and peripherals along with basic troubleshooting skills
- Help Desk/call center experience
- Troubleshooting and Creating rules
- Understanding and a desire for customer satisfaction
6
Experience For Nhss-help Desk Agent Resume
- Local and network printing configuration
- Android / iOS troubleshooting
- Basic understanding of the Microsoft Office Suite 2003-2013, O365
- Track and own customer issues with end-to-end ownership through final resolution
- Help drive and coach business on Key Performance Metrics
- Utilize knowledgebase, FAQs, peers and all other available resources to aid in incident resolution to resolve customers’ issues effectively and efficiently
7
Experience For Help Desk Agent Resume
- Respond to customer inquiries over the phone, through online applications and via email
- Simultaneously manage multiple customer inquiries in a fast-paced multi-task environment
- Work as part of a team to carry out the above functions and represent G4S Healthcare within the NHS
- Escalate to Senior Controllers patient journeys at risk of failure
- Act as the first level of escalation for user problems within support with the highest level of customer service
- Track and monitor open support issues to ensure service level standards are met
8
Experience For Software Help Desk Agent Resume
- Research, resolve, and respond to questions in accordance with company expectations
- Monitor, maintain, and update knowledge base articles for all three support centers
- Maintain user and faculty support materials such as manuals, FAQs, navigation guides
- Assist the QA department in simple QA procedures for new software releases
- Identify opportunities to improve the quality of IHP products
- Troubleshoot common Windows 7 related issues
9
Experience For Associate IT Help Desk Agent Resume
- Office Suite 2003 - 2013 (Word, Excel, Outlook, PowerPoint, Access, Lync /Skype)
- Project 2003 - 2013
- Visio 2003 - 2013
- How to create an enterprise outlook profile
- Internet Explorer 9+
- How to create a PST
10
Experience For Tier Help Desk Agent Resume
- IT Technical certifications
- Blackberry Desktop Manager
- Work directly with customers in local language, answering calls, determining customer entitlement, and documenting requests for service; Maintaining effective and timely communication with engineers, obtaining regular progress updates for outstanding work orders, and handling all messages that are required to be transmitted to engineers within the territory
List of Typical Skills For a Help Desk Agent Resume
1
Skills For Software Help Desk Agent Resume
- Provides quick response to client incidents on site to troubleshoot, analyze, diagnose and engage appropriate technical resources to resolve client issues. The incumbent operates independently to provide prompt and professional desktop service through quick processing and prioritization of a variety of problems
- Ensures the most complex customer issues are promptly addressed, documented and resolved in a timely and professional manner consistent with the highest customer service and professional / technical standars
- Effectively collaborate with business partners and vendors to develop solutions to technical and operational issues
- Following demand management process to receive, prioritize, document and actively resolve client's requests
- Have some experience troubleshooting network issues
- Recent customer service and help desk troubleshooting experience
- IT Helpdesk, Service Desk, Desktop or Infrastructure Support experience
- IT Help desk, Service Desk, Desktop or Infrastructure Support experience
- Strong enthusiasm and desire to learn. Work well in a team environment
2
Skills For Associate IT Help Desk Agent Resume
- Consistently demonstrate professional and courteous customer service
- Experience with computer hardware/software support
- Experience and hardware & software support in a technical capacity
- Keep track of, prioritize and report status of multiple projects
- Demonstrate an awareness of escalation process within the support department
- Willing and available to work any shift associated with a 24/7 schedule
- Ensuring the correct and timely closure and completion of all work orders
- Maintaining historical records of issues, problem documentation and willingness to escalate to additional support tiers if required
- Serve as an extension of the Customer Supply Management team by facilitating customer supply requests and by resolving terminal loading issues
3
Skills For Tier Help Desk Agent Resume
- Basic understanding of Mid-Stream and Down-Stream Petroleum Marketing and operations
- Make sound business decisions, with some direction by following documented procedures
- Troubleshoots via the phone hardware, software, and network operating problems and involves technical resources to ensure resolution for Johnson & Johnson
- Above Level 3 on the Grammar & Spelling Placement Test
- Respond to incoming calls, chats, e-mails and requests from intranet sites
- Use a ticketing system to document employee information and details of the issue or request and to track calls, chats, and Self Service requests
- Basic understanding of online applications and ability to use web-based tools
4
Skills For IT Help Desk Agent Resume
- Perform asset management activities of tracking software licenses and desktop usage
- Customer supply allocation and terminal loading issues
- Credit card accounting-based inquiries
- Basic knowledge of payment card processing systems and EPOS network interface
- Basic knowledge and ability to support broadband network platforms including
- Preform remote troubleshooting through diagnostic techniques and pertinent questions
- Follow Global Call Taking tools, process and procedures as documented and posted in GP&S
- Maintain professional and positive attitude during all client interactions and team meetings
- Keep peers and all supporting levels within IT informed of problems, trends and delays to daily issues
5
Skills For Help Desk Agent Needed Resume
- Makes recommendations to manager for changes in procedures and systems providing support to clients
- Provides training for technology applications and products
- Provides a basic level of hardware troubleshooting, repair and installation on specified product lines to end-users
- Troubleshoot and resolve basic and complex technical issues involving broadband network connectivity
- To be aware of safe guarding policies and procedures
- Knowledge and understanding of Google Drive
- Knowledge and understanding of our proprietary systems to accurately identify and resolve issues
- Maintain an expert working knowledge of i-Human’s products so as to assist users, administrators, and faculty in their use
6
Skills For Nhss-help Desk Agent Resume
- Maintain awareness of forthcoming features and enhancements and modify support materials to accommodate those enhancements
- Be a role model for others in promoting the company’s ethics and culture
- Assist your colleagues in obtaining their goals and objectives
- Web-based application troubleshooting
- Primavera (Unifier, P6, OBIEE, etc.)
- Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems of simple to moderate complexity
- PeopleSoft (PeopleSoft HRMS / Payroll, PeopleSoft FIN /SCM)
7
Skills For Help Desk Agent Resume
- Knowledge of Microsoft Windows 7 or higher
- Knowledge of Microsoft Office 2016 and/or Office 365
- Knowledge of PC Hardware Systems and mobile/smart devices
- Provide quality customer support from an IT Help Desk/Call Center
- Use Active Directory and other client specific programs to perform password resets
- Intermediate proficiency with Microsoft Office Word, Excel, PowerPoint and Outlook
- Work within and positively contribute to a team-based operation
8
Skills For Software Help Desk Agent Resume
- Technical certifications such as Security+, Net+, A+, MCP, MCSE, CCNA
- Windows 7, Windows 10, IE 8 and IE 11, Terminal Services, VPN software, Microsoft and other commonly used commercial products (including Office 2010 Suite), strong Microsoft Outlook skills, remote access, Android and iOS support
- Experience with computer hardware/software support
- Record problem symptoms and status information in a timely fashion, and communicate internally within the IT department and externally with the customer through resolution
- Act as customer advocate/liaison with other supporting staff
- Initiate escalation as appropriate to ensure management awareness of problems that are severe in nature or that are exceeding documented targets
- Document trouble tickets as escalated by Tier 1 support
9
Skills For Associate IT Help Desk Agent Resume
- Provide status to customers of assigned tickets
- Install and configure Laptop & Mobile hardware and software in accordance with published policies
- Deployment and recovery of computer and peripheral equipment
- Provide technical project support as necessary
- Have an unsurpassed level of professionalism
- Be punctual. Attendance is crucial to success here
10
Skills For Tier Help Desk Agent Resume
- Helpdesk support within a high call volume environment (25-50 tickets daily)
- PC software and hardware knowledge Windows 7 / Windows 10 / Active Directory / Microsoft Office suite
- Dependability + flexability to provide possible alternate shift coverages
- Highly detailed and technically oriented
- Provide input and update knowledgebase as necessary
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