Service Desk Resume Sample
Katharina Grady
97383 Douglas Summit,
San Francisco,
CA
+1 (555) 697 7053
Work Experience
Service Desk Specialist
08/2015
-
PRESENT
Phoenix, AZ
- 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
Service Desk Supervisor
02/2013
-
02/2015
Phoenix, AZ
- 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
Service Desk Intern
12/2006
-
09/2012
Philadelphia, PA
- 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
Education
International Technological University
2002 - 2006
Bachelor's Degree in Computer Science
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
- Education
- 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
1
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
2
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
3
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
4
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
5
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
6
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
7
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
8
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
9
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
10
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
1
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
2
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
3
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
4
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
5
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
6
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
7
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
8
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
9
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
10
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
1
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
2
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
3
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
4
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
5
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
6
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
7
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
8
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
9
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
10
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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