Service Desk Support Resume Sample
Esther Pagac
43317 Jarret Plains,
Los Angeles,
CA
+1 (555) 698 8638
Work Experience
Service Desk Support Specialist
02/2018
-
PRESENT
San Francisco, CA
- Lead a world class Service Desk comprised of internal employees and managed service partners around the globe
- Build operational process and procedures that ensure speed, service, and efficiency in a 24x7 support function capable of triaging and closing requests via multiple communication channels
- Execution of industry leading high touch customer service across a broad, diverse portfolio of products, solutions, and services
- Negotiate with strategic business partners to define service offerings, service level agreements, operational integration and handoffs, and cross team processes
- Identify opportunities for business improvements through smart use of process, self service, and positive deflection
- Reporting and monitoring that provide transparency and accountability across the Service Desk; author regular communication around operational capabilities and performance
- Hire amazing talent!!
- Work closely with our tier 1 support team on overall operational success
- Demonstrates an ability to understand the customer’s needs through developed listening and trouble shooting skills. Conveys information in a positive, effective and clear manner in individual and group conversations
Service Desk Support
06/2014
-
12/2017
Houston, TX
- If necessary, carries after-hours support cell phone and responds to support calls during assigned times
- Windows 7 experience in the enterprise environment, including Windows 7 connectivity, DNS, DHCP and similar issues
- Office 2010 or greater experience, focusing on solving Outlook issues
- Familiarity with basic computer technologies, including: LAN/WAN, PC Hardware, Windows 7, MS Office 2010, Internet Explorer, MS Outlook
- High customer service skills and a commitment to excellent customer support required!
- Enthusiasm and eagerness to learn required!
- Maintain composure in fast paced environment dealing with IT customers required
- Strong problem-solving and analytical skills, initiative, and ability to work independently within a team structure
Service Desk Support Internship
11/2010
-
03/2014
Los Angeles, CA
- Responds to incoming calls and walkups and resolves or escalates issues as defined by SLAs and SOPs
- Triages issues to determine cause and implements a solution or escalates to appropriate team as required
- Logs, tracks, and documents all calls in trouble ticket database
- Uses remote assistance software to diagnose and repair issues on customers' systems
- Resolves incidents according to SOP's. For complex problems that the Analyst cannot resolve alone, has a good understanding of IT concepts so can escalate to correct upper tier support and development resources
- Works with peers and manager to identify and resolve or escalate incidents
- Follows all policies and procedures to maintain security of company systems
- Contributes to documentation of processes and procedures
Education
Brown University
2004 - 2009
Bachelor's Degree in Computer Science
Professional Skills
- Strong interpersonal skills, communication skills, listening skills and patience
- Excellent communication skills including a good telephone manner, Excellent team skills, and professional attitude
- Professional and strong communication skills, listening skills, and patience
- Demonstrates analytical, organizational, planning skills; oral and written communication skills
- Strong organizational, planning, and reporting skills
- Excellent interpersonal skills, dealing with internal and external customers
- Excellent PC troubleshooting skills in a windows environment
How to write Service Desk Support Resume
Service Desk Support role is responsible for customer, interpersonal, analytical, software, troubleshooting, planning, retail, technical, telephone, listening.
To write great resume for service desk support job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Service Desk Support Resume
The section contact information is important in your service desk support 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 Support Resume
The section work experience is an essential part of your service desk support 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 support 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 support position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Service Desk Support resume experience can include:
- Analytical skills and strong problem-solving skills
- Excellent communication skills, particularly telephone skills, and the ability to deal with difficult customers
- Excellent troubleshooting and diagnostic skills. Ability to trace problems to their source and find efficient solutions
- Strong personal time management skills?
- Excellent skills in time management and ability to multi task
- Excellent verbal and written customer service and communication skills
Education on a Service Desk Support Resume
Make sure to make education a priority on your service desk support 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 support 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 Support Resume
When listing skills on your service desk support 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 support skills:
- Excellent communication skills including a good telephone manner
- Strong written and verbal communication skills with strong attention to detail
- Excellent Soft skill, Communications skills(Voice & Email) to handle global customers
- Excellent customer service and problem solving skills, dealing with varying levels of seniority
- Good written, organization and interpersonal skills
- Effective verbal, telephone, written and interpersonal communication skills. ?
List of Typical Experience For a Service Desk Support Resume
1
Experience For Service Desk Support Analyst Resume
- Strong experience working on a second-line Service Desk via telephone, email and face to face
- Extensive experience with Windows operating systems, as well as Microsoft based applications such as Office 2007, 2010, 2013
- Experience in PC imaging and deployment on a refresh cycle
- Operates in a specified role within Global Service Desk (Training, Knowledge Base, Deskside, Process, Ticket reviews, Team Leader cover)
- In the event of data integrity problems, perform debugging and validate the solutions found
- Experience providing 2nd level application support for requests, incidents and problems in a Windows environment
- Experience using software tools/utilities to manage support/service calls and problems
- Public speaking and graphic design experience
- Experience in IT incidents handling
2
Experience For IT Service Desk Support Resume
- A+, Network+, ITIL Foundation, HDI, MS MCP or other similar level certificates or equivalent experience required
- Solid understand and use of Microsoft Excel
- Experience in equipment refresh required
- Microsoft Windows and Office Pro experience required
- Prioritise and allocate within IT Support teams all requests
3
Experience For Service Desk Support Specialist Resume
- Experienced in Windows Products
- Experience in Windows and Outlook
- Prioritizes work based upon guidance provided by Patient Gateway Services Team Lead
- Troubleshooting, resolving, and documenting user system issues in the following areas
- Understanding of computer concepts (PC fundamentals, Operating systems)
4
Experience For IT / Service Desk Support Resume
- Setting up workstations and installing applications
- Building PC’s and other equipment as necessary
- Assisting other team members as required
- Performing multi-tiered incident resolution and end-user support via phone, email, and chat
- Providing dedicated phone, chat, or email support for at least 1 hour per day
5
Experience For Line IT Service Desk Support Resume
- Working knowledge of formal change management processes
- Working knowledge of Blackberry Work
- Supporting future systems rollouts and infrastructure updates
- Taking roughly 20-30 calls a day
- Maintaining Composure/Flexibility – Deals well with ambiguity, is resilient in crisis, stays positive
6
Experience For IT Service Desk Support Analyst Resume
- Managing small projects from start to finish
- Performing daily operational procedures in support of nationwide client systems
- Resetting user accounts for Active Directory, phone system, etc
- Monitoring, in real-time, critical system components
- Working knowledge of hardware/software troubleshooting Familiar with document processes and procedures
7
Experience For IT Systems Service Desk Support Resume
- Working knowledge in Windows based environment
- Provides Service Desk Support by; supporting users in diagnosing, reporting and resolving or correcting hardware/software problems
- Work on troubleshooting some of the leading web conferencing and video conferencing solutions, including OpenUC, Polycom and Ezuce, BlueJeans
- Prepare hardware for deployment to end-users by imaging PC’s, configuring device, and installing additional software, maintaining image versioning
- Actively managing and troubleshooting customer issues reported via Service Now and MIDAS, our Service Desk ticketing systems
- Assists in developing, implementing, and educating end users on policies and procedures to improve efficiency in IT-related processes
- Commercial working knowledge of Windows 7, 8.1 & 10 including Unix/Linux and Networking
8
Experience For Contract Service Desk Support Resume
- Deliver outstanding customer service by answering all queries promptly, remaining approachable, courteous and professional at all times
- Perform service and server restarts, perform patching, and troubleshooting in the Microsoft Server domain
- Assist with loading and configuring G/TIMS client application on AETC/AMC User workstations
- Assist with loading and configuring G/TIMS client application on AMC/AFRC User workstations
- Utilize ticketing system to provide incident documentation and reporting
- Utilizes various communication methods including telephone, email and instant messaging
- Answer and record calls coming into the 24/7 Service Desk using ITIL best practices
- Diagnose and resolve end user problems involving networking (TCP/IP, LAN/WAN, DNS, VPN, VLANs, WiFi)
- Work on account management (using Linux/Active directory), distributions mailing lists, security groups (LDAP/openLDAP)
9
Experience For Service Desk Support Lead Resume
- Work on defining KPI, SLAs, reporting, escalation, and notification procedures
- Position requires lifting equipment weighing up to 50 pounds
- Aid in development and implementation of methods for monitor customer service including but not limited to monitoring of agent calls
- Knowledge/exposure on ticketing tools like Remedy, ServiceNow, CA helpdesk, HPSM & Remote tools like VNC, DameWare, Netmeeting, Microsoft Share point etc
- Proficient in managing tasks and following through in a detailed and organised manner
10
Experience For Service Desk Support Spec Resume
- Proficient in managing tasks and following through in a detailed and organised manner (E)
- Commercial working knowledge of Windows 7 & 10 (Unix/Linux and Networking) (Desirable)
- Has a working knowledge of applications and products from a Policing environment (desirable but not essential).People who applied for this job also applied for
- Proactively manage customers' expectations by updating them on progress of their outstanding incidents
- Intermediate knowledge of desktop networking and troubleshooting
- IT functions such as reporting, trending, and analysis
List of Typical Skills For a Service Desk Support Resume
1
Skills For Service Desk Support Analyst Resume
- Beneficial skills include experience with customer care, ServiceNow ITSM software and Cisco Unified Contact Center IPT system
- Excellent Telephone Manner – Fluent English language skills, caring, concise and professional manner
- Good Analytical & Coordination skills are essential
- Experience working with company products and operating systems Experience with solving computer-related problems
- Skill in coordinating activities, evaluating issues, and establishing priorities
2
Skills For IT Service Desk Support Resume
- Technical and analytical skills, working knowledge of operating systems and software applications
- Knowledge of request/problem documenting and tracking skills (ServiceNow and Cherwell)
- Proven track record of efficient and effective problem solving
- Effectively communicate both verbally and in writing to all level of employees (basic laborer to executive mgmt)
- The ability to use troubleshooting skills to resolve inquiries professionally and accurately
3
Skills For Service Desk Support Specialist Resume
- Problem solving skills: able to identify the exact details of a problem through a rational process and able to take steps to ensure a successful resolution
- Some experience (including internships) in work experience in a similar customer service/ Technical Support role
- Able to learn new processes quickly, committed to keeping knowledge and skills up to date
- Work effectively in a multi-cultural environment and sensitive to other cultures
- Skills in written and verbal communication
- Exceptional communication skills and work ethic
4
Skills For IT / Service Desk Support Resume
- Collaborate effectively with other service desk team members
- Contributes to a positive experience for patients and families through professional, efficient and effective telephone and online interactions
- Fast learning and well developed analytical thinking and problem-solving skills
- Proven experience with Remote Control tools; Team Viewer, SCCM
- Communicate effectively over the telephone and via email
- Working experience with Windows OS, Apple OS, Active Directory, MS Office Suite, ticketing systems, call center, mobile devices and anti-virus/spyware
- Working experience with desktop, laptop and thin client hardware
- Working experience with peripherals such as printers and desk phones
5
Skills For Line IT Service Desk Support Resume
- Prioritizing work to resolve complex support issues
- Possess a thorough understanding of Air Force training and have experience with training information systems
- Experience in supporting all IT related matters, including setup, troubleshooting, and escalation
- Experience with exposure to developing and modifying using SQL (SQL scripts)
- Organized with the ability to independently manage conflicting deadlines and competing priorities
- Experience in troubleshooting Desktops, networking, connectivity and general desktop support functions
- The ability to prioritize large volumes of work while maintaining a high quality of service and working to strict deadlines
- Establish strong working relationships and understanding between the Service Desk, other support teams
6
Skills For IT Service Desk Support Analyst Resume
- History of documenting and publishing procedures to improve operational effectiveness
- Experience and ability to provide training to new users, and support leavers on inventory returning
- Significant experience of providing customer service, help desk, computer training and PC / desktop support in a high output, dynamic environment
- The ability to prioritize large volumes of work whilst maintaining a high quality service and working to strict deadlines
- 3) ITIL training and 2+ years experience practicing ITIL methodologies
- ) direct IT service desk experience in Information Technology including working knowledge of PC's and networks in a business environment
- VPN Support Experienced in supporting Windows
7
Skills For IT Systems Service Desk Support Resume
- Experience with Windows 7 operating system
- Intermediate experience utilizing Active Directory "Users & Computers" console
- Knowledgeable of hospital clinical functional and practices and/or experience supporting hospital/clinical applications
- 4+ experience in high paced repair environment, preparation, troubleshooting PC, printer, network connectivity, mobile devices and other technical issues –
- Experience in hardware and software installations, configuration and troubleshooting
- Experience providing information systems support within a large scale Windows client network environment
- Experienced in PC imaging and deployment on a refresh cycle
8
Skills For Contract Service Desk Support Resume
- Prioritize and triage calls to appropriate groups if call cannot be resolved using ITIL best practices
- Experience working with ITIL based tools like ServiceNow (or similar tools like Remedy)
- Good understanding of the ITIL process
- Experience as a user of SCOM or other data center monitoring tool
- Experience with ticketing system
- Experience with SCOM or monitoring tool
- Experience in hardware and software installations, configuration and troubleshooting (E)
- Good understanding of computer systems, mobile devices and other tech products desired
9
Skills For Service Desk Support Lead Resume
- Experience with service desk support, monitoring, and management tools (Altiris, Jira Service Desk, SolarWinds)
- Experience with DODIIS desktop operating systems Windows 7, Windows 10
- Strong understanding of SGWS’s application landscape
- Experience in end-user training on clinical IS systems and applications beneficial
- Experience in providing second level helpdesk support for internal employees in both Singapore
- Experience of working in a team oriented service desk environment, with the ability to positively contribute to cross functional teams
10
Skills For Service Desk Support Spec Resume
- Experience with Imaging Technologies; SCCM, Ghost, PXE
- Experience documenting the maintenance and support of operation procedures for quality control
- 2) 2+ Experience supporting mobile devices - blackberry, android, Iphone
- Leadership experience with technical teams of 20 or more
- Experience in a Service Desk/Call Center or IT background would be an advantage
- Windows 7 migration experience
- ISeries / As400 experience
- Work in high pressure environment, adapt quickly and to demonstrate a flexible approach
- Military Aircrew or other Ops Experience in one of the Major Commands (MAJCOM): AMC, AETC, Client or similar Service e.g. Marines, Army, Navy
List of Typical Responsibilities For a Service Desk Support Resume
1
Responsibilities For Service Desk Support Analyst Resume
- Excellent time management skills (i.e. works efficiently)
- Strong server administration skills with domain configuration and maintenance
- Solid experience with Windows server components
- Prior experience in Information Technology
- Basic Computer skills ability to load software and required patches
- Experience in a 1st/2nd line customer-facing support role within an IT organization
- Mentor less experienced team members officially and unofficially
- Experienced in Microsoft Windows and Office Pro
2
Responsibilities For IT Service Desk Support Resume
- Provide professional, efficient and effective customer service to our end user community
- Experience with Microsoft Windows, 7, 8, Active Directory and Microsoft’s Office suites
- Previus experience in IT support
- Experience with computers, web browser software, and the Internet
- Experience in Microsoft Windows and Office Pro
- Experience as a IT service desk environment in a global service desk or remote technical support for a large enterprise environment
- Experience with ITIL, ITSL Framework from service desk perspective
- Experience with process audits and service compliance management
3
Responsibilities For Service Desk Support Specialist Resume
- Had experience in a call centre environment – previously worked in a call centre environment and understand the pressure and expectations required
- Customer Service experience and ability to work with customers to resolve issues over the phone
- Related IT experience
- Experience within a high paced desktop support environment
- Experience with Windows 7, AV, VPN, Active Directory, VDI knowledge
- Strong attention to detail and ability to follow-through
4
Responsibilities For IT / Service Desk Support Resume
- Windows XP \ 7 support and build experience. ( both OS and pc hardware)
- Active Directory, DNS, DHCP experience
- Experience with both Office 2010 and 2013
- AA or equivalent + 2 yrs related experience
- Experience in Retail Point of Sale systems (Desirable)
- Good exposure to Active Directory user administration, Photoshop and SQL (Desirable)
- Hands-on experience with Windows OS environments desired
- Experience on Dell desktop and HP server
- Experience in a customer support or similar role ideally in Information Systems (IS), technology and/or software support
5
Responsibilities For Line IT Service Desk Support Resume
- Computer hardware/software experience
- Work experience in IT Technical Support
- Intermediate/Strong desktop support of Windows 7
- GTIMS or TIMS experience
- Call center experience?
- Create tickets and alert Operations of high priority issues
- Answer and log issue ticket telephone calls coming into the Clinical Service Desk using ITIL best practices
6
Responsibilities For IT Service Desk Support Analyst Resume
- Identify and differentiate break-fix issues vs. enhancement requests and aid in following appropriate procedures for submitting enhancements
- Has a working knowledge of applications and products from a Policing environment.People who applied for this job also applied for
- Diagnoses, identifies, isolates and analyzes problems utilizing historical database records and online SOP’s
- Provides personal computer hardware and software installation, configuration and troubleshooting for internal customers
- Represent the Service Desk on technology projects, ensuring the needs and capabilities of the Desk are considered in technology projects
- Process tickets submitted through end user self service (web portal) using ITIL best practices
- Perform initial troubleshooting and analysis on reported issues to resolve the issue and/or triage to the appropriate team
- A flexible approach to an ever-changing environment
7
Responsibilities For IT Systems Service Desk Support Resume
- Provide customer focus by ensuring that support services are delivered to meet customer business needs and expectations
- Notify users as requested by the resolving area and close call tickets when resolution is confirmed with customer group
- Support Retail POS Systems via office based and travelling to sites around England
- Install, configure and troubleshoot hardware and software including portable and handheld devices
- Processes and updates initial self-service, telephoned or emailed incidents, tasks and project requests via ticketing system
- Recognizes and escalates more time consuming and/or difficult issues to the appropriate tier 2 or 3 IT systems engineer and/or support staff
- Support a Linux based Point of Sale Operating System, Android and iOS mobile devices, and a global fleet of Xerox Printers
8
Responsibilities For Contract Service Desk Support Resume
- Support retail operations providing guidance directly to store associates
- Respects patient confidentiality at all times, observing federal and local regulatory guidelines
- Answers and records calls using Information Technology Infrastructure Library (ITIL) best practices
- Processes user-generated self-service tickets using ITIL best practices
- Resolves issues utilizing available resources and documentation
- Process tickets submitted through self service using ITIL best practices
- Perform troubleshooting to end users for PHS and all its entities
- Perform fundamental to advanced troubleshooting for day to day incident requests from our client's End Users
- Continuous observation of internal support provisions, providing feedback for opportunities of improvement
9
Responsibilities For Service Desk Support Lead Resume
- Ability and willingness to focus on customer needs while managing department costs
- Maintain quality standards while pursuing continuous improvement
- Respond to calls, emails and personnel requests for technical support via IT Ticketing System
- To manage incoming telephone calls/queries to Company SLA standards
- To manage outgoing telephone calls/queries where necessary
- To be able to respond positively to any feedback and coaching to assist in personal growth within the role
- To adhere to operating practices as defined by the Contact Centre Manager
10
Responsibilities For Service Desk Support Spec Resume
- Use remote monitoring and management software to resolve client requests
- Document troubleshooting instructions used to resolve complex issues and publish to the Knowledge Base
- Collaborate with peers to enhance a learning organization
- Assist in training new specialist
- Basic knowledge of object-oriented programming languages (optional)
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