IT Service Desk Resume Sample
Laury Borer
625 Mitchell Village,
Los Angeles,
CA
+1 (555) 616 1897
Work Experience
Manager, IT Service Desk
01/2017
-
PRESENT
Los Angeles, CA
- Monitor SLA's & operational KPI’s, liaising with internal and external support functions and taking responsibility for customer communication when major incidents occur
- Balance and manage competing high priority work demands
- Manages the day-to-day responsibilities of a team of professionals providing first level business systems support
- Serves as key incident escalation point for critical or high severity issues and provides regular process review with an eye to process improvement
- Manages daily IT operations, such as back office nightly job streams, production/test server and network infrastructure, enterprise application systems and critical incident management by establishing priorities, developing standards and setting schedules and deadlines
- Develops operational procedures and provides guidance and leadership to analysts in adopting standard operating procedures necessary for the day-to-day maintenance and incident response methodologies (identification, triage, troubleshoot, escalate, close)
- Develops solutions and roadmaps for monitoring the various systems that constitute the operating environment and leverages telemetry to monitor health, performance and availability of systems
- Builds relationships with all supported customers and service providers (internal and external) and acts as a liaison to identify opportunities and challenges and implement solutions
IT Service Desk
04/2013
-
07/2016
New York, NY
- Understands and adheres to the current escalation and critical situation management process
- Responsible for the internal and external communication of issues to management, other internal support groups and the customers via all appropriate avenues
- Acts as a communication channel with regards to customer interaction as required ensuring clients are updated on critical issues
- Develops in-depth understanding of transaction message flow and the different types of exceptions that result in business impact
- Represents the Service Desk team in relevant meetings; Change and Problem Advisory Board
- Works independently to triage multiple simultaneous issues and manage all to effective resolution
- Ensures software-licensing requirements are fulfilled according to company policy
- Demonstrated history of successfully providing excellent customer service 5+ years of Service Desk, Support Center or Network Operations Center (NOC)
IT Service Desk Intern / Co-op
08/2010
-
11/2012
Boston, MA
- Measures overall support effectiveness, quality of work and continuous improvement through metrics
- Generates management reports and provides insight into system availability, service level agreements, uptime, average ticket resolution time
- Provides management and leadership to team members including staffing selection, goal setting, annual reviews, compensation planning, career development, coaching and administrative support
- Assists the Director in developing and managing short to longer term tactical and strategic support initiatives to meet the operational and continuity needs of Hub Group IT and its customers
- Represents the team on cross-functional projects and ensures timely completion of agreed deliverables
- Manages team workload; ensures all incidents, problems and requests are prioritized, assigned, resolved or acted on in a timely manner; ensures all incidents and problems have root cause identified where possible
- Reviews and identifies common problem areas that require focus and assign tasks accordingly
- Works with appropriate groups to administer and maintain policies and procedures to ensure a standard approach is adopted in the implementation of system changes; mentor team members on these policies and procedures
- Provides Operations and Support perspective in the adoption of new technologies and the implementation of new software
Education
Warren National University
2005 - 2010
Bachelor's Degree in Computer Science
Professional Skills
- Strong communication and incident/conflict resolution skills Strong analytical skills and sound decision-making abilities
- Strong project and resource management skills and experience managing both onshore and offshore staff
- Excellent communication skills with the ability to communicate effectively via documentation, telephone, and e-mail with customers and peers in varying roles
- Work experience appreciated Strong Windows OS and MS Office skills
- Strong organizational skills with the ability to prioritize multiple tasks with high quality results
- Demonstrated advanced problem support and call center skills as typically acquired through Helpdesk Institute certifications and experience
- Demonstrated advanced problem support and call center skills as typically acquired through Helpdesk Institute certification and experience
How to write IT Service Desk Resume
IT Service Desk role is responsible for customer, troubleshooting, technical, interpersonal, analytical, hardware, software, organizational, training, windows.
To write great resume for it service desk job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For IT Service Desk Resume
The section contact information is important in your it service desk resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your IT Service Desk Resume
The section work experience is an essential part of your it service desk resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous it service desk responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular it service desk position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative IT Service Desk resume experience can include:
- Effective and professional verbal and written communication skills and solid presentation skills
- Excellent communication and interpersonal skills, an effective net
- Good organisational skills, an ability to multi-task and prioritise your own workload
- Strong knowledge of infrastructure components as it relates to Voice/Data networks Problem solving, judgment, mentoring, and decision-making skills
- Analyze hardware, software, and network problems using diagnostic tools, troubleshooting procedures, and excellent analytic skills
- Excellent written and verbal communication skills and a commitment to exceptional customer service and support
Education on an IT Service Desk Resume
Make sure to make education a priority on your it service desk resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your it service desk experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in IT Service Desk Resume
When listing skills on your it service desk resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical it service desk skills:
- Good customer service skills. Able to maintain a good rapport with customers, ensuring timely updates around incident diagnosis or project activities
- Proven analytical and problem-solving, technical and writing skills with a professional demeanor and good business acumen
- Related experience including supervisory experience or a combination of education, training and progressive work experience
- Excellent team working skills, ability to communicate well with others and share ideas as well as knowledge for the benefit of the team
- Strong planning and organisational skills to enable proactive management of calls
- Proven technical troubleshooting skills to work with Service Desk team and resolve issues
List of Typical Experience For an IT Service Desk Resume
1
Experience For Manager, IT Service Desk Resume
- Exceptional skills in providing exceptional customer experience. Knowledge of customer services industry and best practices
- Proven experience providing support in a Microsoft Office 365 and Active Directory environment
- Three years or more of proven leadership experience in an IT customer support capacity is required
- Excellent time management and ability to prioritize tasks efficiently
- Demonstrate sound business understanding and demonstrate ability to see "the big picture"
- Effective prioritization of roles and responsibilities
2
Experience For IT Service Desk Supervisor Resume
- Analytical ability to deal effectively with a wide range of problems across multiple vendor hardware and software systems
- Skills in verbal and written communication to analyze, interpret, and address customer needs
- Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules
- Experience working with and implementing ITIL based processes
- Experience configuring and deploying one or more help desk platforms is highly desirable
- Experience managing a diverse and decentralized team 3+ years of supervisory/managing in an IT environment
3
Experience For IT Service Desk Coordinator Resume
- Meets or exceeds service expectations through effective communication, listening and problem-solving techniques. Ensures I/S
- Experience supporting cloud computing
- Good working knowledge of other cloud computing services
- Experience working in multi-location environment and supporting WAN/LAN infrastructure
- Basic skill troubleshooting and resolving technical problems
- Team-oriented and skilled at working in and promoting a collaborative environment
- Experience in deploying and supporting endpoint security and asset management software
- Experience with monitoring tools such as WUG, SolarWinds, or similar tools
- Experience with ServiceNow or other ITIL-based ticketing and workflow management systems is required
4
Experience For IT Service Desk Engineer Resume
- Conducts training sessions for less experienced staff and special projects
- Experience in Microsoft OS (WinXP, 7, 2000 Server), Service Desk Systems, User Support Activities, Network equipment, phone equipment, printing equipment
- Strategic thinker with experience of of developing a framework to manage a multi-vendor environment
- Prioritizes internal user requests depending on the severity level
- Experience in PC Operating Systems and application productivity suites
- Strong technical background with a problem-solving attitude
- Experience in managing a global service desk team
5
Experience For IT Service Desk Agent Resume
- Experience in supporting Windows and Mac systems
- Experience in managing various mobile devices and mobile device management software
- Previous experience providing customer services (not necessarily support) over the telephone
- We believe that international experiences are essential to a 21st century education
- Record, prioritise, assign and manage all requests and incidents made to the IT Service Desk
- Educated to at least BTEC National Diploma level or 3 years IT Support experience
- Prioritize the attention given to cases in the queue
6
Experience For It-service Desk Analyst Resume
- Give experienced support for Branch/Departmental Customers and technical expertise to coworkers
- Evaluate and prioritize incoming email, unassigned and in-person requests for assistance from users
- Experience supporting a heterogeneous environment
- Good working knowledge of Active Directory, Domain, and Network Security
- Min 3 years work experience preferably on Customer Service/ Service Desk field
7
Experience For IT Service Desk Shift Supervisor Resume
- Leadership and organizational skill is an advantage
- Experience with vendor management is advantage
- Reset passwords for users as necessary after validating proper credentials
- Experience with servicing customers (internal or external) - in-person and/or phones
- Records and manages incident and request tickets, i.e. ticket assignment, ticket prioritization, problem escalation and problem resolution
- Applies broad company knowledge and experience to identify and troubleshoot less common network and workstation related issues
- Mentors and coaches less technically experienced staff
- Provides input to process improvement and validation of departmental scripts
- Experience in a Windows distributed environment
8
Experience For IT Service Desk Change & Project Process Coordin Resume
- Participate in quality calibration and validation of queue and incident management process
- Five (5) to seven (7) years management experience in an IT service desk environment
- Demonstrated leadership abilities and be goal oriented
- Experience in desktop support in a professional environment is required
- Experience implementing ITIL standards in a Service Desk environment
- Work with other team members and small project groups to develop tools to improve Technology and Support Services efficiency and effectiveness
9
Experience For Technical IT Service Desk Analyst Resume
- Ensures the end-to-end customer experience and single-point-of-contact
- Post-secondary education, preferably with 1 or more years of relevant administrative experience
- Moving parts used, ordering parts, posting parts, monitoring call activity, and closing calls in designated call tracking systems
- Recording and tracking project issues and escalating to the necessary teams
- Creating & updating user guides and training
- Accepting customer feedbacks, collecting, investigating, follow up with vendors or internal teams
10
Experience For IT Service Desk, Department Manager Resume
- Ensuring office staff have the technical tools to do their job; including access to working computers, and components
- Responding to incoming calls received via telephone, intranet, e-mail, and fax from external and internal customers including field technicians
- Liaising with vendors and external consulting companies for equipment purchases, repairs and maintenance
- Maintaining the Supportworks Call Logging System
- Understanding of Microsoft Operating Systems and PC's
List of Typical Skills For an IT Service Desk Resume
1
Skills For Manager, IT Service Desk Resume
- Very good knowledge and understanding in broad based technical IT service desk role with strong general IT troubleshooting skills
- Strong leadership skillsets to include understanding business needs, building relationships, communication, prioritization, and delegation
- Demonstrated troubleshooting approach and skills
- Strong delegation and leading through others・ skills
- Effective communication and interpersonal skills, written and oral
- Strong oral and written skills both technical and non-technical
2
Skills For IT Service Desk Supervisor Resume
- Strong interpersonal, business management, and customer service skills
- Excellent organization, and problem solving skills
- Excellent interpersonal and communication skills with the ability to interact and build trust with all levels of the organization
- Effectively prioritize and execute tasks in a high-pressure/fast-pace environment
- Excellent patience, composure and interpersonal skills
- Good conflict management skills is an advantage
3
Skills For IT Service Desk Coordinator Resume
- Excellent communication (oral and written), interpersonal and presentation skills
- Good written & verbal skills
- Good analytical skills, able to use data to determine cause of incidents, and able to act on this data to resolve incidents
- Good time management and organisation skills. Regularly manages the completion of tasks on time with some intervention from the manager
- Solid relationship management and performance mangemant skills
- Solid vendor management skills to work with third party data providers and technology partners
- Demonstrated strong verbal and written communication experience
4
Skills For IT Service Desk Engineer Resume
- Prioritizes projects and operations tasks effectively to deliver within defined SLA
- Excellent customer relations skills (with all levels of internal and external customers)
- Strong (vendor) negotiation skills
- Excellent telephone, written and communication skills
- Excellent verbal/written comprehension and positive communication skills
- Experience planning and leading staff training on customer experience improvement and technical support portfolio changes
5
Skills For IT Service Desk Agent Resume
- Solid understanding and experience of Windows 7/Windows 8/Windows 10 Desktop/Laptop Support and Configuration
- Solid understanding and experience of Office 2010 or newer
- Prior experience with working with any Avaya telephone/voicemail systems
- Customer Service training -top shelf soft skills
- Prior experience with IT support ticketing systems
6
Skills For It-service Desk Analyst Resume
- PC and MAC hardware troubleshooting skills
- Use troubleshooting skills to obtain and convey concise solutions and technical guidance to our retail stores, corporate office, and distribution centers
- Experience with a demonstrated pattern of increasing responsibility
- Solid understanding of how to set short and long-term strategies and priorities
- BS/BA in an IT related field and 6+ years directly related experience, or equivalent combination of education and experience
- Trains team member to be self-directed and to effectively use their time
- Effectively works with other teams to escalate and assist in problem resolution
- Good knowledge and experience of Apple Mac OS X, within a Windows environment (Active Directory integration, File/Print server, etc.)
- Previous proven experience with Windows 7 and Microsoft Office Suite (Word, Excel, Outlook, etc.) is mandatory
7
Skills For IT Service Desk Shift Supervisor Resume
- Proven experience with problem resolution
- Demonstrate bias for action, work with a priority at all times
- Exhibit leadership skills required to manage resources as well as projects deliverables
- Great communication skills, specifically on the phone
- Desire and aptitude to learn and retain new information and skills
- Excellent time management and ability to manage multiple tasks and priorities
- Collaborate effectively with team members to identify and work toward solutions
- Maintain a contact list with skills capability matrix for all IT Support Engineers
- Self-motivated, able to manage own workload effectively
8
Skills For IT Service Desk Change & Project Process Coordin Resume
- Able to work with other IT teams effectively
- Demonstrated experience implementing processes/systems in an IT environment
- Demonstrated experience delivering Superior Customer Service
- Advanced knowledge of desktop support skills and mainframe operations typically acquired through Microsoft desktop certification
- Service management tool experience i.e., ServiceNow, Remedy, etc. and incident management experience required
9
Skills For Technical IT Service Desk Analyst Resume
- Participates in required training for both technical and interpersonal skills
- Gives Analysts latitude to make decisions based on their level and area of responsibility and level of knowledge and skills
- Skills and knowledge in organizational change management
- Demonstrable experience of managing multi skilled teams
- Continued improvement of knowledge and skills.
10
Skills For IT Service Desk, Department Manager Resume
- Strong ability to multi-task and prioritize urgent issues to maintain KPIs and SLA
- Recording incidents and request in the ticketing system including capturing request details, assessing impact, and applying priority and categorization
- Ensuring the highest quality of customer service experiences are delivered and KCS processes are followed in that process
- Training or experience in Console Monitoring, Operations Analysis, Operations Production, Service Desk Analysis, and Service
- Assisting analysts, engineers, managers and project leaders in providing first-line support when workloads are high, or where additional experience is required
List of Typical Responsibilities For an IT Service Desk Resume
1
Responsibilities For Manager, IT Service Desk Resume
- Strong Windows OS and MS Office skills
- Experience in telephone skills within a Help Desk environment
- Communication skills and Service orientation
- Key stakeholder at the Vendor Service Governance forums to demonstrate the effectiveness of supplier performance against contracted KPI’s and SLA’s
- Effectively restarts abends and performs system start-up and shutdown procedures
2
Responsibilities For IT Service Desk Supervisor Resume
- Integrates and supports technical infrastructure changes through installation and maintenance of system components. Effectively
- Flow to work effectively
- Incident Management system skills (Remedy)
- Troubleshooting abilities; with the ability to apply effective resolution methodology
- Leading an “Incident Ready Team” to ensure priority service interruptions are resolved quickly, well-communicated and thoroughly documented
- ITIL mindset driven with experience in designing/implementing/managing an ITIL environment
3
Responsibilities For IT Service Desk Coordinator Resume
- Experience with computer imaging and software deployment techniques using best practices/automation for efficiency and consistency
- Manage the processing of incoming requests to the Service Desk via telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
- Experience of using Supportworks call logging system
- Experience providing technical assistance and support
- Experience in working with customers or in an international environment in the field of IT is an advantage but,
- Actively build strong working relationships between the vendor and Ryder IT
- A Very Good understanding of the Conference Room, A/V tool to support remote office independently, required
4
Responsibilities For IT Service Desk Engineer Resume
- Provide excellent customer service by ensuring that Support services are delivered to meet customer business needs and expectations
- Experience supporting audio/visual equipment
- Professional and effective customer communication and relationship building
- Experience leading a critical incident team
- Experience managing small-medium IT projects and/or PMP certification
- Strong ability to diagnose various OS and software related issues including BSOD, system freezes, poor system performance, and ambiguous application errors
- Experience with Service Desk Management Systems including but not limited to workflows, self-service, asset management
- Experience using Service Desk Management tools
- Strong demonstrable knowledge of performing 1st line fixes to resolve incidents
5
Responsibilities For IT Service Desk Agent Resume
- Previous experience working with bespoke applications
- Pro-active and self-motivating with strong customer focus
- Develop and maintain a strong working relationship with other Tier 3 managers
- 6 months of Network Connectivity and troubleshooting experience
- Strong knowledge of Windows Desktop operating systems
- Quickly assimilate, analyze, and prioritize incoming work requests
- Experience of supporting Tablet/Hybrid devices
6
Responsibilities For It-service Desk Analyst Resume
- Experience of supporting Apple IOS devices
- Experience providing phone support
- Advanced experience, knowledge and training in information technology department operations
- At least three (3) years’ experience with IT Service/Help Desk operations supporting a diverse customer base
- Experience managing large, diverse teams
- Experience working in a fast-paced, cross-functional and multi-team environment
- Five or more years of management experience leading a team that delivers IT support to a diverse group of customers that includes executives
- Curiosity in new & emerging technologies, with a desire to implement for the betterment of campus and stakeholder experiences
- Knowledge and experience with the Miscrosoft Office Suite of applications including Outlook
7
Responsibilities For IT Service Desk Shift Supervisor Resume
- Experience in administering an ITSM platform
- Strong problem solving ability, self motivated
- Effective incident and problem resolution
- Adhere to standard operations and policies to provide effective customer service
- Provides timely guidance and feedback to Analysts to strengthen specific knowledge and/or skill areas necessary to accomplish
- Bachelors in related field of study (Management Information Systems) or equivalent experience
- Computer operations or Service Desk experience
- Strong knowledge of desktop software tools such as Microsoft Word, Excel,
8
Responsibilities For IT Service Desk Change & Project Process Coordin Resume
- At least two to six (2-6) years’ work experience in service desk and/or desktop support required
- Upervisory or leadership experience, in a Service Desk environment, is required
- Service Desk or Customer Call Center related experience
- Operates the Global IT ticket handling processes and procedures, referring calls and updating call information in ESS in line with CS procedure
- Proven ability to lead teams to consistent and desired results
- Experience as a lead or manager of a call center
- Internal help desk experience
- Entry level to 3-5 years of experience
- Good knowledge of software and hardware products
9
Responsibilities For Technical IT Service Desk Analyst Resume
- Previous experience in the engineer industry desirable
- Experience in Service Now is desirable
- Able to multi-task to meet department and customer priorities
- Good technical capability, not expert
- Desktop experience
10
Responsibilities For IT Service Desk, Department Manager Resume
- Set priorities for Service Desk and Computer Operations staff
- Possess superior technical skill with ability to troubleshoot, Root Cause, and document issues and solutions
- Strong knowledge in Desktop software such as Office, Visio, MS-Project etc
- Schedule activities and set priorities so deadlines are met, goals accomplished
- Self-directed IT professional with strong work ethics
- Experience with the Information Technology Infrastructure Library (ITIL) concepts
- IT Service Desk support experience
- Work experience appreciated
- Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 and Office 2016 (particularly Outlook) and ideally Office 365
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