Service Desk Technician Resume Sample
Hazle Ebert
13718 Cummings Pines,
Philadelphia,
PA
+1 (555) 498 3440
Work Experience
Senior Service Desk Technician
08/2017
-
PRESENT
Chicago, IL
- Serve as escalation point between the Service Desk and partner providers (DELL, Lexmark, etc.). Interact with Technicians, Engineers and/or internal teams to restore service and/or identify and correct core problems to ensure efficient operation of the firm’s desktop computing environment
- Positive attitude and the ability to work effectively in a peer-oriented small team environment with minimal supervision
- Basic Network administration and troubleshooting
- Be comfortable in learning and tackling project utilizing unfamiliar technologies
- Data Center, and Server Room experience
- Monitors IT’s service management ticketing system and responds to all requests for technical support
- Monitors and answers MRIGlobal’s Service Desk phone line and provides Tier 1 support over the phone
- Be an escalation for the Team, which includes being willing to jump in and help out when a clear solution is not apparent or help is needed
- Provide documentation on processes and procedures for the Service Desk Team
Service Desk Technician
01/2011
-
06/2017
New York, NY
- Coordinates and completes large technical level projects for customers escalated from I and II, Service Desk Lead, Service Desk Supervisor, etc
- Assists Service Desk Technicians formulate and provide "plans" to customers as required
- Acts as technical coach and mentor for Technician I and II levels
- Perform remote administration tasks for other offices within the global business as directed by the IT
- Receives requests through the tracking system, via email or telephone for assistance on desktop and computer related problems including network, hardware, software, peripheral, and related equipment; determines severity of problems; troubleshoots, resolves or refers to appropriate technical staff; as appropriate, trains users in resolving problems
- Ensures quality customer service to client users; ensures proper and accurate feedback on technical problems; and coordinates communications between client and information technology staff
- Utilizes and maintains help desk tracking systems, software, and related systems to ensure efficient help desk and customer service operations; maintains forms, documentation, and logs; and generates reports and identify improvements in customer assistance
- Escalates technical issues and coordinates with information technology staff to resolve problems and provide solutions; consults with outside vendors and consultants as needed
Service Desk Technician Intern
01/2008
-
08/2010
Phoenix, AZ
- Answers service desk calls and manages SalesForce cases for all employees and resolves issues meeting customer satisfaction requirements and within required Service Level Agreement (SLA) parameters
- Maintains individual education plan with goals to achieve
- Supports and adheres to Company’s Code of Conduct and Ethics Policy
- Works independently 90%+ of the time
- Acts as escalation point for Service Desk Technician I and II groups; responsible for knowledge transfer for escalated incidents back to Technician I and II groups via training
- Provides bypass and restoration techniques or solutions
- Act as communication nucleus for all of Customer Operations including after hours incident management responsibilities
Education
University of Minnesota, Morris
2002 - 2007
Bachelor's Degree in Computer Science
Professional Skills
- Demonstrates excellent interpersonal skills with a willingness to share knowledge, coach and collaborate effectively with individuals and other departments
- Excellent verbal and written communication skills along with exemplary customer service skills
- Provide technical support over the phone; good phone skills, proficient writing skills, professional demeanor required
- Very strong organizational and prioritizing skills
- Strong organizational skills, and ability to prioritize workload
- Working experience with Word, Excel and Outlook skills
- Prior experience testing and validating new images using MDT
How to write Service Desk Technician Resume
Service Desk Technician role is responsible for customer, troubleshooting, technical, interpersonal, windows, organizational, resolve, documentation, communications, analytical.
To write great resume for service desk technician job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Service Desk Technician Resume
The section contact information is important in your service desk technician 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 Technician Resume
The section work experience is an essential part of your service desk technician 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 technician 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 technician position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Service Desk Technician resume experience can include:
- Act as a business partner representing IT User Services delivering excellent customer service using active listening and communication skills
- Strong understanding of ITIL Foundations with prior experience designing and administering Zendesk or other ITSM tools
- Basic troubleshooting skills for wireless broadband and experience using and supporting modern smart-phones and tablets (Android and Apple)
- Strong active listening, typing, and documentation skills and specifically, the ability to type by touch
- Strong people skills and a talent for problem solving
- Demonstrate initiative in learning new skills and technologies
Education on a Service Desk Technician Resume
Make sure to make education a priority on your service desk technician 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 technician 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 Technician Resume
When listing skills on your service desk technician 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 technician skills:
- Excellent interpersonal skills, in addition to effective customer interaction skills
- Position requires strong analytical skills and troubleshooting skills
- Strong written and oral communication skills with the ability to communicate effectively at all levels
- Strong interpersonal skills – able to build rapport and manage high priority issues with empathy and purpose
- Use active listening skills to establish trust and build rapport courteously and effectively
- Strong interpersonal skills for effective interaction with clients
List of Typical Experience For a Service Desk Technician Resume
1
Experience For IT Service Desk Technician Resume
- Possess strong communication skills: written, oral and listening
- Excellent customer service skills and ability to communicate well with users in person, on the phone, or via email
- Strong verbal and written communication skills are imperative for documentation and the translation of technical subjects to non-technical staff
- Excellent verbal and written communication skills in languages
- Be detail oriented with strong organizational skills
- Provide technical support over the phone; good phone skills, professional demeanor
- Strong service orientation and time management skills
- Strong troubleshooting and problem solving skillset
- Strong analytical and troubleshooting skills, attention to detail, consistent resolution of problems
2
Experience For Senior Service Desk Technician Resume
- Strong Microsoft Office suite (Outlook, Word, Excel, Power Point, etc.) skills
- Excellent IT skills and computer literacy. (Required)
- Good people/negotiation skills
- Excellent customer service skills and ability to handle needy/difficult end users
- Professional & friendly with excellent customer service skills & the ability to persuade and negotiate
- Strong verbal and written English and Spanish language skills
3
Experience For Tier Service Desk Technician Resume
- Excellent verbal and written communication skills, by phone and in person
- Good verbal & written communication skills with the ability to communicate technical issues with non-technical people
- Excellent customer service skills both on phone and at desk side
- Outstanding client-facing skills
- Grows general knowledge & skills of current business processes and IT infrastructure, increasing the rate of first call resolution
- Effectively utilizes knowledge management system when troubleshooting client issues
- Windows Desktop Operating Systems – version 7 & 10 – Expert Level skillset required
- Windows server 2008 & 2012 experience (Basic understanding of build, configure, troubleshoot, app. Installs) Experience is required
- Advanced analytical and troubleshooting skills, attention to detail, and consistent resolution of IT problems
4
Experience For Temporary Service Desk Technician Resume
- Prior experience supporting Point of Sales systems (POS) and windows based work stations
- Exceptional written / documentation skills
- Customer services skills and temperament
- Demonstrated track record of effective communication and professionalism
- Demonstrated success with prioritizing requests and ensuring service levels and key performance indicators (KPI) are met and maintained
- Create/Validate Knowledge Management content for accuracy and effectiveness
- The ability to prioritise work and manage time to cope with competing demands and priorities
5
Experience For Service Desk Technician North Tyneside Resume
- Personal skills: motivated, quick learner, organized and responsible
- Demonstrated experience in an IT service desk support role required
- Demonstrated experience provisioning mobile devices (Blackberry) and troubleshooting end-user account and access inquiries
- Demonstrated experience with Windows Active Directory
- Strong experience with Windows10, Office 2016, Cisco
6
Experience For Global Service Desk Technician Resume
- Exceptional documentation skills and attention to detail for documentation (design documentation, processes/procedures, environment diagrams, etc.) are desired
- Communicate effectively across all levels of the organization as needed to respond to end user requests
- A strong commitment to deliver a superior client experience through direct interaction with clients during support and change management
- Analytical skills and troubleshooting methods
- Solid Technical Skill Set
- Beginner to intermediate skills in Windows OS (7/8.1/10), Microsoft Office product line, Adobe software, and case management systems
- Well-developed communication both written and oral skills
7
Experience For Service Desk Technician Intern Resume
- Organizational and customer service skills
- Exceptional people skills required
- Basic Technical Computer Skills
- Effectively document results in CRM software tool
- Prior experience in HelpDesk or similar operations environment
- General skills with Windows 2000, XP and MS Office applications
- General skills with Windows XP, 2007, 2010, and MS Office applications
- Act effectively and professionally at all times
8
Experience For ITS Service Desk Technician OPS Resume
- Prior Managed Service Provider experience
- Ticketing system experience: remedy, servicenow, etc
- Working experience as a Customer Services or Call Center environment
- Providing excellent customer service for internal customers
- Networking, Cyber, systems administration experience, Active Directory Administration, technical certifications
- Working experience in an IT support capacity within a large networked organisation
9
Experience For Enterprise Service Desk Technician Resume
- Experience working with and supporting desktop operating systems such as Microsoft Windows 7 through Windows 10
- Experience working with customers, addressing issues, and managing customer concerns and requests over the phone and/or in person
- Strong working knowledge of personal computer systems, including computer hardware, operating systems and peripherals
- At least 2 yrs experience supporting Windows operating system computing environment and a HS diploma
- Experience maintaining or troubleshooting 2 or more of the following systems/items
- Experience in diagnosing and troubleshooting computer systems, Windows 2007/2013/2016, and MS Office 2007/2010/2013/2016
10
Experience For Apprentice Service Desk Technician Resume
- Experience installing and maintaining Windows XP, Vista, Windows 7, and Mac OSX
- Strong troubleshooting and analysis with IBM Power Systems (AS400), Lotus Notes, Microsoft Office, Windows network printing, Windows 7 and Active Directory
- Excellent understanding of basic system monitoring and operator fundamentals
- Solid understanding of basic networking fundamentals
- Experience setting up and supporting Cisco telecommunication technologies such as Web Ex and Telepresence
- Experience supporting/troubleshooting web based applications
- Experience with various operating systems, including but not limited to Windows, Mac OS, iOS, and Android OS
- Experience communicating through email or through an online ticketing system
List of Typical Skills For a Service Desk Technician Resume
1
Skills For IT Service Desk Technician Resume
- Strong IT technical skills with excellent desktop / notebook support knowledge in a distributed computing environment
- Responding to user requests and providing effective customer service using clear communication skills
- Provide outrageous client service using a combination of effective communication and troubleshooting skills to resolve client issues and fulfill requests
- Provides outrageous client service using a combination of effective communication and troubleshooting skills to resolve client issues and fulfill requests
- Have skills and experience troubleshooting and supporting customers in a Microsoft environment; Windows 10, Office 2013, or later and Internet Explorer
2
Skills For Senior Service Desk Technician Resume
- Demonstrated troubleshooting skills to resolve hardware, OS, virus, malware, printer and VPN related issues
- Strong written and verbal communication skills including the ability to provide detail documentation of a technology incidents
- Strong collaboration skills for working in a team environment
- Good problem solving skills and techniques
- Effective communication/interpersonal skills, with a focus on rapport building
- Excellent communication skills and patience working with users
- Strong problem-solving skills and technical aptitude to learn and support new technologies as they are introduced to the field
3
Skills For Tier Service Desk Technician Resume
- Strong troubleshooting skills in hardware and software
- Responsible for ensuring an excellent level of Customer Service is provided to staff and any issues are addressed effectively and sensitively
- Friendly presence and helpful attitude; good interpersonal skills, a professional demeanor and the ability to work well with others
- Excellent documentation, organizational and administration skills
- Proven verbal and written communications skills supporting end users in a call center environment
- Excellent customer service skills to serve internal/external customers
- Excellent computer skills including Microsoft Office along with various other software applications as needed for the role
4
Skills For Temporary Service Desk Technician Resume
- Excellent customer service skills, both written and oral
- Strong customer service and communications skills are necessary, both French and English
- Outstanding written and verbal communication skills; able to create and maintain detailed documentation
- Prioritizing and scheduling problems and escalating them (when required) to the appropriately experienced technician
- Experience delivering excellent customer support by being proactive, checking understanding and practicing active listening
- Proven experience troubleshooting and maintaining computer hardware and software for Windows and Mac operating systems
- Be very detail oriented and able to effectively and accurately document various technical issues utilizing a Help Desk ticket tracking tool
5
Skills For Service Desk Technician North Tyneside Resume
- Prior experience troubleshooting all hardware including desktops, laptops, copiers, printers, VOIP telephones, and mobile devices
- Prior experience managing Active Directory, basic TCP/IP protocols, and cabling (Ethernet)
- Highly analytical thinking & problem solving skills
- Broad PC technical skills. Thorough understanding of networking concepts and technologies
- Proven experience in processing and resolving calls for technical support
- Software trouble shooting experience followed by hardware troubleshooting experience
6
Skills For Global Service Desk Technician Resume
- Effectively utilize knowledge management system when troubleshooting client issues
- Windows PC Hardware knowledge, basic setup and debugging skills
- Advanced IT skills (Client / LAN Troubleshooting)
- Provide advanced technical analysis and troubleshooting skills, attention to detail, and consistent resolution of IT problems
- Intermediate skills in application troubleshooting and PC hardware/software support
- Strong experience supporting end user customers in a Service Desk environment with an emphasis on First Level Resolution (FLR)
7
Skills For Service Desk Technician Intern Resume
- Prior experience providing desktop support (tier 1 and tier 2) for Windows (OS 7, 8, and 10) and Mac OS users
- Prior experience supporting Windows (OS 7 & 10) workstatins
- Prior experience supporting Windows (OS 7 & 10) workstations
- Possession of, and ability to maintain a valid US Drivers License and good driving record
- Self-motivated, with good analytical and problem-solving organization. Ability to prioritize work and multitask
- Switch between tasks and multi task effectively during peak times
- Effectively uses knowledge management system when troubleshooting client issues
- Proven experience in a Service desk role supporting windows based applications in a network environment
- Effectively communicate complex technical concepts, both verbally and in writing to non-technical users
8
Skills For ITS Service Desk Technician OPS Resume
- Prior experience on a help desk supporting an online service and/or customer service in a technical field is highly desirable
- Demonstrated proficiency and experience with the Windows and Macintosh Operating systems
- Previous customer service experience providing technical support is strongly desired
- Impressive diagnostic and problem-solving skills
- Structured troubleshooting / root cause analysis skills for application errors
- Basic troubleshooting skills for mobile devices (Android and Apple)
9
Skills For Enterprise Service Desk Technician Resume
- Prioritise work and manage time to cope with competing demands and priorities
- Able to communicate effectively over the telephone and using electronic mediums
- Valid and in good standing Driver's License is required to drive to multiple clients' sites
- Analytical and problem-solving skills with the ability to use support tool to speed up productivity and resolution
- Willingness to actively participate in new training to improve skills and success on the job
10
Skills For Apprentice Service Desk Technician Resume
- Join a Defence and commercial leader, building upon your IT skills
- Enhance and develop quality support methods and communication skills through coaching feedback and other developmental approaches
- Years experience requirement: 3-5 years of directly related Experience supporting IT service desk operations
- Excel and VBA programming skills
- To deal confidently and effectively with customers, colleagues, contractors and suppliers
- Identifies trends with incoming calls to effectively initiate incident escalation process where appropriate
- Strong background and experience in all areas of information technology
- Able to work and communicate effectively with people at all levels of the organization
- Where appropriate share resources and skills within the Area/Region
List of Typical Responsibilities For a Service Desk Technician Resume
1
Responsibilities For IT Service Desk Technician Resume
- Provide outstanding customer service using a combination of effective communication and troubleshooting skills to resolve client issues and fulfill requests
- Good writing skills are mandatory
- Excellent social and customer service skills; desire and willingness to communicate with our customers on a daily basis with a positive attitude
- Strong Verbal/Phone and Written communication skills
- Prior experience using Active Directory (creating user accounts, adding computers to AD domains, etc.)
2
Responsibilities For Senior Service Desk Technician Resume
- Working knowledge and experience with documentation, data & reporting tools including Excel, Access
- Fielding incoming requests to the Service Desk via all resources to ensure courteous, timely and effective resolution of end user needs
- Troubleshooting experience in a helpdesk/call center environment
- Relevant experience supporting Microsoft Operating Systems preferably in a service desk environment with a helpdesk ticketing system
- Experience deploying/imaging desktops and laptops and performing hardware diagnostics
- Experience using, deploying, and configuring user machines in a fast paced environment
- Experienced with installing and maintaining Windows OS (XP/7/10) and Mac OSX
- Provide first and second level technical support in response to incoming IT Service Desk tickets while providing excellent customer service
3
Responsibilities For Tier Service Desk Technician Resume
- Experience with installing and maintaining Windows 7, Windows 10, and Mac OSX
- Runs periodic system monitoring scripts to validate applications & services are running
- Excellent understanding of MS productivity products, including MS Office2007 and 2010
- Strong working knowledge of Service Now (or comparable ticketing system)
- Strong troubleshooting and analysis of AS400, Lotus Notes, Windows network printing, Windows 7, Windows 10 and Active Directory
- Min 2 years working experience in an IT Service Desk environment of MNC providing 1st level end user support
- A good understanding of how software and operating systems work
- VMware 5.5 or greater, intermediate experience supporting and working with Virtual servers
4
Responsibilities For Temporary Service Desk Technician Resume
- Strong understanding of Imaging systems – MDT comes into play here
- Experience supporting the Microsoft Office Suite, including Word, Excel, PowerPoint and Outlook
- Experience supporting a mobile environment including Mobile Data Terminals (MDT)
- Experience using and troubleshooting Citrix products
- Hands on experience working with an ITSM/ticketing system (ServiceNow, Cherwell, Remedy, etc.)
- Experience on software packaging and distribution technologies and building OS images
5
Responsibilities For Service Desk Technician North Tyneside Resume
- Be very detail oriented and able to effective and accurately document various technical issues utilizing a Help Desk ticket tracking tool
- Intermediate level experience using the Microsoft Office 2013 or later including Word, Excel, PowerPoint, and Outlook
- Experience with using Citrix client and PC imaging software
- Experience with fundamental networking triage and a working knowledge of VoIP telephony
- Experience with using Citrix client, Windows 7 OS, and command-line-based PC imaging software (preferably Microsoft ImageX)
- Experience in working with incident ticketing systems such as Remedy, LiveHelp, or ServiceNow
6
Responsibilities For Global Service Desk Technician Resume
- Experience in configuring and troubleshooting Windows desktops and servers, network Printers, VOIP systems, routers, switches, WiFi Access Points, etc
- Experience working with Ethernet copper and/or fiber cabling
- Experienced in providing remote support via phone and incident / request tickets
- Experience providing software and hardware support
- Commercial experience working in a service management function or relevant IT qualifications
7
Responsibilities For Service Desk Technician Intern Resume
- Experience in a corporate IT environment using ticket based workflow
- Experience with continuous feed printing systems
- Strong knowledge of CA Service Desk ticketing system
- Organize requests according to priority
- Experience with hardware/software troubleshooting
- Assesses and assigns priorities to tickets logged from end users ensuring the correct level of urgency is assigned
- Experience working within a multi-site organisation or Group
- Have a good understanding of computer systems, mobile devices, and other tech products
- Effective and timely escalation of problems beyond the ability or scope of responsibility by engaging Tier 2, subject matter experts, and/or service owners
8
Responsibilities For ITS Service Desk Technician OPS Resume
- Experience with SCSM & Service Now Ticketing Application
- Experience of wireless and VPN (networking technologies and solutions)
- Strong working knowledge of anti-virus tools and implementation and management of those tools
- Analyzes, troubleshoots, and resolves routine application and desktop operating system problems within established procedures and priority time frames
- One to two years of experience with PC operating systems and business application software systems is required
- Experience using Windows 7, Windows 10, Microsoft Office, Control-M, VPN and Citrix remote access solutions
- Computer repair, hardware and software troubleshooting experience
- Provide a consolidated point of contact for providing Tier I technical support to employees
- Experience working on an IT Help Desk
9
Responsibilities For Enterprise Service Desk Technician Resume
- Experience working in a call center/ help-desk environment
- Experience providing Call Center and Tier support at Service Desk to technical and non-technical customers
- Cisco Networking (Routers, Switches, ASA, VPN) – experience with Tier 2 support of this architecture/technologies
- Two (2) or more years of current experience supporting Windows workstations and servers on a Microsoft local area network
- Experience with troubleshooting Citrix client/connectivity
10
Responsibilities For Apprentice Service Desk Technician Resume
- Experience with SCCM imaging software
- Two years of information systems experience in a service desk environment supporting Microsoft desktop computers
- Experience supporting Windows 10, 8 and 7
- Experience with utilizing Microsoft System Center Configuration Manager (SCCM)
- Experience in a service desk environment supporting non-technical users
- Two years of comparable work experience in an IT environment supporting Microsoft Windows and Office
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